Pissed by DELL services...

I ordered an Alienware M15x in Australia on 4th of Jan, today it should but still hasn't been delivered.

Quote from my last inquiry to DELL about what has happened:

"At first I was advised by the online order status that my laptop was going to be delivered on the 15th of Jan. On 15th, I didn't get my computer, instead I received a call from Dell only making the "delivery arrangement" with me.
What the Hell?
During the call I asked if you guys can make the delivery after 1 o'clock on the next Tuesday (19th), I was told no, it can only be 12-5pm. So today I skipped a class so that I can come home earlier to receive the delivery. Then at around 3pm, an guy called me saying something about Thursday delivery.
Again, what the hell?
After I told him it should be delivered on Tuesday, he gave me a phone number and a quotation number and said the laptop 'should' be at my place this afternoon, and if the delivery hasn't come after 5pm, call them ('us' as he said) again.
And again, what the hell?!
And what is up with that phone guy? He hung up on me while I was asking whether this 'us' was Dell or the delivery service.
For the last time, what the Hell!"

So today at around 4pm, I made a series of calls.

I first called the number that phone guy gave me, 1300881316. There was a long time waiting for them to have an available service person. Then before any one even talked to me, the line was cut off. And when I called the number the second time, I was told there weren't sufficient funds of my number, so I guess it's either because I'm out of credit or I had waited so long that the call had expired.

After I went out to buy a prepaid card and recharged my cellphone, I made the call again. This time I was told directly that the service was not available, but the reason was not told. So I thought that might be an temporary issus and waited and called the number several times again until I realized it was really not available then.

But it was almost 5 o'clock, and the computer still had not been delivered! With serious doubt I called DELL service again.

First I tried to reach the person who I made the purchase from, so I dialled 1800261699 and followed the instruction, but right after that, I was told she was not at service and I should leave a message.

Then I called 1800812393 which is from DELL website.Again, I waited a long time until someone answered me. ( They answered really fast when I made the sales call. What the...!? So DELL just put one person to post purchase and all others to sale??) I told her what had happened. Without saying anything directly about my issue, she told me to call the delivery company, DOLLFAS, and gave me a phone number (133278).

OK, I called DOLLFAS, told the lady who answered the phone about my issue and gave her my order number as requested. After a moment she told me to call their Brisbane port warehouse without saying why (again?!). So I asked if she could see when exactly my computer was going to be delivered in their system, she answered she could not.

Again, I dialled the number I got from the previews call (this time it was 38607528) and repeated my story. This time the phone person told me the computer was already delivered on 18th but had been returned since no one was there to received the delivery, and most of all, I had to go through the whole delivery arrangement process again. WHAT THE HELL!? I made the arrangement on 19th! And I'm pretty sure I didn't tell it wrong because I even disscussed with the person I made the arrangement with about whether they could make the delivery after 1pm but 12. ("no" answered I got). And just as you would think, she also gave me a number and told me to call it, but it was the 1300881316 one again! I told her I had tried that number and it wasn't available. She revealed that the number was the DELL sydney warehouse number, and it was already after 5 in sydney.

I was made sure by the phone person that the 1300881316 number blongs to DELL itself. And since it wasn't working then, I decided to call 1800812393 again. I made the call several times but no one had answered me till the line was cut off automatically every single time! And after not very long time (still before 5pm) I was advised by my phone service provider that there were only 2 dollars worth of credits left on my phone balance.

In conclusion, the computer is already 4 days late from DELL's estimated deliver date, DELL had missed its promises two times and I had skipped one class and spent almost A$50 in making phone calls for this whole DELL purchase thing. Finally, I made the arrangement on Tueaday (15th) afternoon because it's the only time I'll be at home from Monday to Friday in this week. (I still had to skip a class to cover the 12-1pm hour) So if the delivery is going to be made during another 9am-5pm, Monday to Friday, it could only be in next week. And that will be more than 14 workdays (yes,only counting the workdays) and 21 days in total which is more than two thirds of a month since they debited my bank account! (DELL do that fast, too!)

Ahhhhhhhh!!!

 

Just discovered other people who had the same trouble.

http://forums.whirlpool.net.au/forum-replies.cfm?t=1223196

 

I understand your frustration and I'm not defending Dell....but isn't this more the fault of the shipper? I've been in this situation before, you can't wait to get your hands on your new laptop. We've all been there.

 

Thanks for the understanding of my frustration.

I was told by one of the phone person I've spoken with that the Sydney warehouse belongs to DELL itself and it was this warehouse who made the delivery date wrong. And indeed, in this morning, after calling the courier directly, I discovered the so called 'warehouse' is DELL's distribution partner, Schenkers. So yes, it might be the courier who should hold most of the responsibility. But still, I'm a bit pissed by the way Dell handling their customers...