Stuck in Dell Customer Service Hell - Can Anyone Help?

And I'll back it up: (only edits have been personal info)

Small Business Customer Service Chat #1

07/23/2007 10:54:42AM Session Started with Agent (Nishanth Pokala)
07/23/2007 10:54:51AM Agent (Nishanth Pokala): "Thank you for contacting Dell Customer Service Chat. My name is Nishant. How may I help you?"
07/23/2007 10:54:51AM Agent (Nishanth Pokala): "Thank you for contacting Dell Customer Service Chat. My name is Nishant. How may I help you?"
07/23/2007 10:55:30AM MM: "Hello. I'm supposed to receive my order soon, but the automated order status systems is saying that it's not even out of pre-production yet..."
07/23/2007 10:56:39AM Agent (Nishanth Pokala): "I understand that you would like to know the status of the order,am I right?"
07/23/2007 10:57:16AM MM: "The system told me the status was in pre-production. I want to know why my order hasn't been built or shipped yet."
07/23/2007 10:57:55AM Agent (Nishanth Pokala): "I apologize for the inconvenience caused to you. I will try my best to help you."
07/23/2007 10:57:59AM Agent (Nishanth Pokala): "May I have the first and last name on the account, please?"
07/23/2007 10:58:26AM MM: "Thank you. Sure. The business name is xxxxxxxxxx, Ltd. My name (I placed the order) is MM."
07/23/2007 10:59:34AM Agent (Nishanth Pokala): "Thank you, M, your email address is xxxxxxxx, am I correct?"
07/23/2007 10:59:44AM MM: "Yes."
07/23/2007 11:00:47AM Agent (Nishanth Pokala): "Thank you."
07/23/2007 11:02:57AM Agent (Nishanth Pokala): "I see that the order is in pre production and the estimated shipping date is on or before 8/20/2007."
07/23/2007 11:03:31AM Agent (Nishanth Pokala): "This is just an estimated date, the order would be shipped before the mentioned date if it is ready."
07/23/2007 11:03:45AM MM: "When I placed the order on June 27 the estimated shipping date was 7/24"
07/23/2007 11:05:06AM Agent (Nishanth Pokala): "I am sorry for the inconvenience caused to you regarding this issue."
07/23/2007 11:06:03AM MM: "I'm just trying to find out whats going on. If the estimated shipping date was changed from 7/24 to 8/20, why didn't anyone tell? That's ridiculous."
07/23/2007 11:07:02AM Agent (Nishanth Pokala): "I am really sorry for that. I will keep you updated with the shipment of this order via email."
07/23/2007 11:07:49AM MM: "I don't want to be updated on the order. I want the order to ship when it was supposed to ship (7/24) and if not, I want to know why it was delayed."
07/23/2007 11:07:54AM Agent (Nishanth Pokala): "The order is built based on the availability of parts."
07/23/2007 11:08:24AM MM: "So the parts for my system weren't available?"
07/23/2007 11:09:13AM Agent (Nishanth Pokala): "Yes, that could be one of the reason. I have provided just an estimated date, the order would be shipped before the estimated date if it is ready."
07/23/2007 11:10:11AM Agent (Nishanth Pokala): "Do not worry, we will make every possible efforts to ship this order as early as possible."
07/23/2007 11:11:19AM MM: "I've never had such a problem ordering a system before. I can't believe that Dell would delay the shipping date 30 days and not even tell us. Who does business like that?"
07/23/2007 11:11:52AM MM: "Are any 1330 systems being built yet?"
07/23/2007 11:12:34AM Agent (Nishanth Pokala): "I am sorry for what ever has happened regarding this issue."
07/23/2007 11:13:13AM Agent (Nishanth Pokala): "Regarding 1330 systems, please get in touch with our Sales department at 1- 800-284-3355 Extension: 72- 66428."
07/23/2007 11:13:46AM MM: "Well it's not your fault, of course, I would like to know if any of the 1330's are being built yet, though."
07/23/2007 11:14:35AM Agent (Nishanth Pokala): "I also see that we have sent an email regarding the delay of this order by one of our agent named Jesewton on 07-17-2007."
07/23/2007 11:14:45AM Agent (Nishanth Pokala): "How am I doing so far at resolving this issue to your satisfaction? At the end of our interaction an instant survey will be offered to you in this chat window, so please keep the window open to participate in the survey."
07/23/2007 11:15:54AM MM: "That was because the order wasn't even showing up on our account page. I'm not sure what the problem is. You said there "may" have been some parts unavailable. I'm just asking if any 1330's are being built yet so we can decide whether or not to cancel"
our order.
07/23/2007 11:17:09AM Agent (Nishanth Pokala): "Yes, I do not have any information whether 1330 systems are built or not, please get in touch with our Sales department at 1- 800-284-3355 Extension: 72- 66428. They will help you regarding this issue."
07/23/2007 11:17:26AM Agent (Nishanth Pokala): "I apologize for being unable to help you regarding this issue."
07/23/2007 11:17:44AM MM: "I'm glad I just spent 20 minutes chatting with someone who has no information. Thanks."
07/23/2007 11:17:56AM Session Ended

Yeah...I got a little rude at the end. But I was frustrated.

On to Chat #2

07/23/2007 02:54:21PM Session Started with Agent (Santosh Kakaraparthy)
07/23/2007 02:54:24PM Agent (Santosh Kakaraparthy): "Thank you for contacting Dell Customer Service Chat. My name is Santosh. How may I help you?"
07/23/2007 02:54:53PM MM: "Hi. I'm pretty frustrated by the lead-time on my latest order, and I'd like to see if I can get it expedited."
07/23/2007 02:55:45PM Agent (Santosh Kakaraparthy): "I understand that you want to get you order expedited. Am I right?"
07/23/2007 02:57:19PM MM: "Yes. I ordered on 6/27 and the estimated delivery date was 7/24. On 7/2 my order was cancelled by Dell and reordered (I don't know why) and my est. delivery date changed to 8/20...but nobody ever told me about it. I'd like the order expedited considering"
it should have been delivered already.
07/23/2007 02:57:53PM Agent (Santosh Kakaraparthy): "I apologize for the inconvenience caused. I will certainly help you with that information."
07/23/2007 02:57:58PM Agent (Santosh Kakaraparthy): "May I have the name on the account?"
07/23/2007 02:58:21PM MM: "The company name is xxxxx I ordered, and my name is MM."
07/23/2007 02:58:34PM Agent (Santosh Kakaraparthy): "Thank you. I have your email address as xxxxx. Am I right?"
07/23/2007 02:58:39PM MM: "Yes."
07/23/2007 02:59:09PM Agent (Santosh Kakaraparthy): "Thank you. May I know what was the order for?"
07/23/2007 02:59:22PM MM: "An XPS m1330 notebook."
07/23/2007 02:59:39PM Agent (Santosh Kakaraparthy): "Thank you for the information. Please allow me 2-3 minutes while I work on your issue."
07/23/2007 02:59:49PM MM: "Thanks a lot."
07/23/2007 03:01:31PM Agent (Santosh Kakaraparthy): "Thank you for being online. I see that the estimate ship date of the order number 730123794 is on or before 8/20/2007 and the estimate delivery date of the order is 8/21/2007, but I see that this order has not moved into production till now. Unfortunately"
, we do not know why the order has not moved to production. I would request you to get in touch with the sales department at 1-800 2843355 to get your order processed.
07/23/2007 03:01:49PM Agent (Santosh Kakaraparthy): "How am I doing so far at resolving this issue to your satisfaction? At the end of our interaction an instant survey will be offered to you in this chat window, so please keep the window open to participate in the survey."
07/23/2007 03:02:20PM MM: "So wait, is the order being built now or not?"
07/23/2007 03:02:59PM Agent (Santosh Kakaraparthy): "No, the order has not gone into production till now."
07/23/2007 03:03:24PM Agent (Santosh Kakaraparthy): "Please get in touch with the sales department to get your order processed."
07/23/2007 03:03:54PM MM: "The order has already been processed, we have already been charged....why will calling the Sales Department help/"
07/23/2007 03:03:55PM MM: "?"
07/23/2007 03:05:02PM Agent (Santosh Kakaraparthy): "Matt, we have not charged for this order. We have put hold on the amount. The amount will be taken from you account once the order ships out of Dell."
07/23/2007 03:05:41PM Agent (Santosh Kakaraparthy): "The order number has been generated, but it has not moved into production."
07/23/2007 03:05:57PM MM: "Ok. But why is calling Sales going to help? We already placed the order, now we're waiting for it. What information does sales have that you do not?"
07/23/2007 03:05:57PM Agent (Santosh Kakaraparthy): "Please get in touch with the sales department to get your issue resolved."
07/23/2007 03:06:20PM MM: "Alrighty then. Y’all are 2/2 today, thanks.."

So now I'm really frustrated, but I do what they say and contact Sales (via email however)

Check out my email to them and their winning response.

"Hi:

I've been trying to get the status of my order for several days now with no help. I ordered on 6/27, customer service found a problem with the order and re-entered it on 7/2. The original estimated shipping date was 7/24, but I have not heard a word, and now the estimated shipping date show 8/20, a 30 day delay. Can you please tell me whats going on with our system order and how soon we can expect to receive it (8/20 is unacceptable). Thanks, customer service has been unable to help me and they told me to email y'all. "

Response:

Dear Mr. M:
Thank you for choosing Dell. You have reached the Small to Medium Business Online Order Resolution team.


If you would like to check the status of your order, please call Dell's automated order status enquiry system at 800-433-9014, or visit Dell's Order Status page at:

https://support.dell.com/support/order/status.aspx?c=us&cs=04&l=en&s=bsd

If you have any further queries, feel free to contact us.

Warm Regards,

Thank you for choosing Dell.
Respectfully,
SMB Online Sales
Dell, Inc.
Online Orders can be placed at:
http://www1.us.dell.com/content/default.aspx?c=us&cs=04&l=en&s=bsd
We Care for Customers:

I'm really really tired of this crap. I gave you money. Give me my sh*t. It's that simple. And don't make run around in circles like an idiot trying to track my sh*t down.

 

That sucks.
What I would do is to complain about something that they have control over...like customer service. Rashid in Indonesia probably has no clue that what the delay is. But it sucks that your shipping time has extended an entire month! They really have you stuck. You want the system for the price given, but you have to wait with absolutely no info.

 

You are nowhere near customer service hell my friend and no different than oh.....thousands of others here.

Let me help abit.

No...they cant tell you an accurate shipping date.
No...you cant get it sped up in any way
Yes...the online status is innaccurate always.

The only way you will know when your system will come is when you sign for it; thats a fact jack.

 

you'll get it sooner than you think... these people are not in the factory looking at every part that's being assembled on your computer... you could also call and find out and ask the agent if you could speak to his manager.

 

My main concern though is that there's a SKU problem with my order preventing it from going into "build". The second CSR seemed to be saying that something was preventing the order from being built...but I had trouble understanding the way he phrased things sometimes as well.

"but I see that this order has not moved into production till now" = your system has not moved into production.

 

Sounds like their usual CHAT response. I've chatted with them several times online and always get the "please call the sales department" response .

 

can u cancel and re order it?

 

I could, but then I'm looking at a September ship date....for an order placed in June.

 

I have learned that almost all customer service reps have no more knowledge of the subject than you do. They probably use the exact same tools.

Only time I have ever had a decent time was when I had to use my warranty on a Lacie hard drive. I ended up sending it back in three times, but in the end I got a brand new one of the latest model. Every time I called, there were 0 people in line and I always got the same guy. He even remembered me. That's about the only exception I've had.

Probably a waste of time trying to contact them now. I ordered on 7/2 with a ship date of 8/23. Don't get your hopes up getting it soon.

 

looking at the delivery date.. is it the m1330?

 

Yeah, it's the 1330.

 

omg thats crazy...but Dell is not much different than anyother large company Ive delt with in the past few years. They just dont give a sh*t about what an "insignificant" customer thinks, apathy.

oh, and I called today to try and get a 7200rpm HDD installed on my vostro 1500, but he said "that is not an option". I said "I know that is not an option, but it is possible to do and I would like to have it". Rep: "Im sorry sir there is nothing I can do".

I know they can put a 7200prm HDD in there, many people have done, so why cant they just be accomodating!?

 

Its not crazy...you just have to read the other dozens of threads to find your answers.

 

Sorry, man! I've been through that several times, myself. Their online "help" is no help at all. As was said above, all they can do is look at the same database you see through your online account. You will, however, get 20-120 minutes of infinite bad English chuckles.

 

Watch these, at least they'll give you a laugh.

http://www.illwillpress.com/tech.html

http://www.illwillpress.com/tech2.html

 

Too funny.

 

I recommend actually calling the sales department... if you want to get a better response, I don't use email/over the internet chat when I get a computer... it just never works.

 

wtf you complaining about, lenovo is the same way.. Nobody is going to tell you what the exact reason is. If they say the screen is delayed from the supplier will that make you feel any better?

Fact is that CS rep can't do anything to speed up your order to go ahead of others, just live with it or buy from another company.

 

Wow, xkal, you're absolutely right. What kind of over-demanding idiot am I?

I mean, first I'm asking why my order has been delayed 30 days without anyone telling me about it.

And then I'm asking when my system will be built.

I actually really feel for Dell, all these customers wanting to know when they're going to receive their purchases. Hopefully they're comforted by the fact that if they keep dealing with customer in this fashion, thats a burden they'll be quickly relieved of.

Sorry that Lenovo screwed you over, but don't take it out on me.

 

Call corporate and stop waisting your time talking to reps that are poorly trained and do not know what they are talking about

 

The NON LAZY customer service reps will tell you the exact reason why your notebook has been delayed.

I have been having delay problems with my replacement 1520. It took a customer service manager to tell me what part was delaying my replacement. He got me what part was delaying the order and now everytime I call up customer service to get an update they tell me specifically about the delayed part.

My sugestion is to ask for a manager. Tell them you want to know why the computer is delayed and they will tell you the exact part number that is delaying the computer.

You must be persistent or they will not tell you.

 

Your asking the wrong questions:
"I mean, first I'm asking why my order has been delayed 30 days without anyone telling me about it."

You know about it now. The reason you weren't told is someone failed to tell you. File a complaint, why would that specific CSR know who dropped the ball. This question is a waste of your time and probably even confusing to some CSR's.

And then I'm asking when my system will be built.

Both CSR's have indicated a delay. This tells you that your oder has been received and it's in production, but something in the production line has not gone correctly, thereby delaying the production of your laptop. Rather than individually update every persons build with a perfectly accurate ship date, they more than likely dragged it out for a month to let you know somethings amiss. You did what any sane person would do and contacted CS. This particular form of CS has obviously been no help. Try another form. Call, write an email, ask for supervisors. We certainly cannot help you.

I do feel for you though man. I get to return my 830 to have the crappy screen replaced.

 

what I am trying to say is, even if you know what exact part is delaying your system what difference will it make? your order was delayed for a reason and from now till that 30 days it will be shipped.

call the corporate if you want the answer but why go through all the trouble and time (twice)?

 

I ordered a E1705 in January, it finally arrived in March. Guess what, it was defective. Took until May to get a working unit. I wish I could speak whatever language they speak in India, not that it would have helped, I could have at least cussed in their language. GOOD LUCK.