*The 8/28 Est. Shipping Club*

It's not that they are incompetent its just they learn a different way that we do. I too had to work with a team from India and it was very painful. You had to repeat processes constantly. Someone from their team finally had to come here so we could train them. We still had to go back and fix their bugs. 3 times cheaper but we still have to fix the issues. It is not always going to be like that I am sure they will learn and are learning. I trained them to then be laid off as well. It is hard to not feel anger. I struggle with it every day since I learn more and more that the work I could be doing is going to them. But it is not their fault. It is our own. We are too worried about cheaper than we are our own employees.

Sorry about the political tangent but I thought I would explain my experience.

 

Yea, the whole "I'm going to take personal ownership of your order and keep you updated" is total b.s. as far as I've found. After one CSR takes "ownership", don't you think they should make note of that for future CSR's? How mean how many people does it take to give you updates? Quite a few apparently, as I was told many times that the CSR who I was talking with was going to take "personal ownership" of my issue. Only one CSR actually managed to make a follow up phone call.

I have to say the whole structure of Dell's customer support seems to lend itself to let the CSR's take no responsibility or allow follow-ups. You get e-mails when you talk to people on the phone, but replying to the e-mail gets you their case manager - a totally different person. The number underneath their names in their e-mails doesn't seem to get you anything.

One time I called to see if I could talk to the same person who I had talked to previously, as she was very helpful and friendly. I had her name, and the number she had left in her e-mail, but the rep. said there was no way I could contact the same person. So every single interaction gets me a whole new person. On one hand I get a chance to interact with a lot of CSR's, so if I don't like one, the next time I call I know it will be a new person. But what if I like a CSR, and don't want to go through the telephone lottery system?

Can't I just get their extension number? Please?

 

Yeah 12 hours to go and I'm still in build stage. I have a feeling delay #2 is on its way. Honestly, if that means I get compensated even more, then it's ok with me. I don't need mine ASAP like all the students do.

 

In this case, it was true. They couldn't handle even the simplest of issues. We would have to review their work, and no matter how many bad things we reported, none of them were ever let go. If any one of us performed in a similar manner, we would have been fired for sure. However, we were told "this is the way it is going to be, so make it work." They never did get better, and most of us (the Americans) got laid off.

About 4 months later, I was rehired at the same company, although in different department. The Indians that were helping my new department were actually quite good. I would trust them to handle all but the most complex of issues. However, speaking with people in my old department, their outsourced support was still severely lacking.

Once again, it has nothing to do with Indian vs. American. So long as the staff is trained appropriately, good customer service should follow.

I personally think Dell has done a good job training their staff. They can't always assist due to the lack of information available to them, but I think they are doing the best job they can, and I have been happy with the level of service I have received so far.

(How did we get on this topic again?)

 

Maybe if it takes long enough, they will pay YOU!

 

Ditto. Ordered mine on 6/30, arrived 8/22.

73 days!

Quit *****ing about 5.......

I, too, was pissed off about the long delay, but for Heaven sakes please stop *****ing after having to wait a couple of weeks. I feel for the ones on here that had to wait several weeks, but this " I ordered it yesterday and the m-fer said it was going to be here the day before yesterday" crap is getting old.

And PLEASE check your spelling & grammar when you post. All this complaining about Indian Dell employees that can't speak the language & I can't tell you how many times I've seen proof of customers that can't write the language!

 

The CSR's are no doubt overwhelmed by this delay mayhem. It's clear that some are handling it a lot better than others. I've encountered some unhelpful ones as well (the most unhelpful being the one American I got). But having been in their shoes before, it really sucks having to directly take the heat from irate customers because of poorly-run operations by those above you (who don't have to deal with the customers directly). That's why I'm always understanding and friendly to them, and if they are not being helpful, simply express your frustration and move on and try again with another one. I think anyone in customer relations will tell you that the pleasant (but understandably frustrated) customers will have a much easier time getting help than the nasty ones. That's the way I handled things.

Since all of them are saying the BS of "I will expedite your order" and "this will definitely ship on 8/28" I have a feeling this has been scripted to them from higher up. Someone is running things very poorly, and giving poorly-trained CSR reps lousy instructions how to handle these delays.

 

im on day 41

 

out of the boxing stage and into being shipped!

 

I got my 1521 Inspiron Flamingo Pink shipped today for delivery tomorrow. I am so GLAD! I sent a letter to Mr. Dell and I called numerous times. I did receive $100 certificate and I received free overnight shipping. I am so happy! Now, I hope everyone else gets all their computers shipped tomorrow as promised.

My original order was 7/20/07, Dell canceled the order. Reordered on 7/24/07 and had a ship date of 8/13/07. On 8/13/07 got a call to call and verify that I wanted to keep my order. I called and got a ship date of 8/28/07. I wrote a letter to Mr. Dell and sent it via US Mail and posted it on the Dell website and Cnet and several places. Now I have my computer for my daughter.

Thanks DELL! Finally!!

 

WELL, I don't *HAVE* it yet but I am feeling pretty confident at this point!

 

^^ You said it.

 

not being racial -- ( and i hope it didnt come off that way i did just get off the phone and was frustrated )

yes i think maybe higher ups might be scripting things
so they dont take the fall , and no honesty / full discloser when i ordered .they knew about these problems yet i was not told anything . im sure they will get better

the main reason why there not doing great right now is i think my post about filling up a large room for a make shift office setup might be close to the truth and letting anyone work for some money , because the demand is so high and all the people calling ( wheres are laptops ) so maybe theres allot of temps filling in . plus in the end dell can say we are currently spending time retraining new call centers and that this has caused some of the delay and miscommunication this also gives dell a scape goat / plausible denial ability , just like we got already >> having problems with X thats panting parts and not meeting are guidelines and we have to delay (and where is the backup plan ? ) ( where is the plan color that we could call delayed person X and offer to switch to get there order out today personally i do not care if its plain and not panted after waiting this long ) honestly i expect more from dell if i did this to my customers .... i would not have any business

I feel if dell don't pull a 180 soon and get units out its gonna hurt them for a long time . seen alot of people cancel orders that are 1k-3k each..

reminds me of the time i brought a laptop into bestbuy (besttry) to get repaired .....

 

Sorry sometimes you hit the wrong keys. Does not matter anyway. Just trying to calm down the situation.

 

jeeze...so much tension in here
i sense negativity, good things will happen

 

well today my laptop went from kitting to testing and finally to boxing all in one day. I'm hoping the boxing will be short because i have next day shipping

 

well that seems real good

 

Hi!
I ordered a Dell Inspiron 1420 in the middle of July and it STILL says it is in production. I noticed people have been able to tell what stage of production there laptop is in (kitting, testing etc.), does it automatically show it?
Because my status just says in production, nothing else.
Can anyone help?
Thanks!

 

Hey Allie,

It doesn't look like us Canucks get the updated status like they do. We're either in production or pre shipping

 

i dont know about canada but you can call 1 800 433 9014 for us orders and it will tell you the specifics....kinda scary that i know that number and my order number off the top of my head

 

haha
Alright!
Thanks, that makes a lot more sense now.
And thanks for the quick replies!!

 

oh my, i've been gone just a few days and it goes from relatively calm/frustrated/but still calm, to ANGRY! lol, anyways, mine shipped finally on the 24th..... a friday, w/ NBD, didn't come saturday, or sunday, or monday...... i hope tomorrow, cause ima need it for wednesday for classes

 

I am so frustrated right now. I was told as around 3pm local time on 8/27 that my order should be shipping today, 8/28. I checked my order status online just now (3am - lunar eclipse is my excuse for being up) and now it says ESD of 9/5. And I have to give them consent to continue with my order (this is the second time I've had to give consent for them to continue my order).

That's more than a full week's delay, and I had *just* talked to a rep on the phone. This is now my third delay, and I'm very disappointed.

 

Ditto. After being "assured" yesterday that the order would ship today, I wake up to another weeks' worth of delay. This is insane. I guess I'll be calling today to see if they can offer some sort of compensation. The ThinkPad T61 is looking like more of a possibility all the time.

Michael

 

Well, for some of us...the Great Dell-ay continues.

My Order Status(Stagnant) Page showed a 9/5 ESD as of this morning. If you were still showing 8/28 yesterday...better check yours because I did NOT get an e-mail or any other notification of this change, and because this wasn't my first dell-ay I had to opt to consent so my order wouldn't be cancelled!

Hopefully I got to the consent in time...but only time will tell. So here's to another week of waiting, with no end in sight.

 

im 9/5 now also

 

I didn't think our chances were looking too good when so many people had ESD's of 8/28...but now are all of those people showing 9/5? What's next? 9/13?

 

After being told by two different CSRs yesterday that mine would ship today, I wake up this morning to 9/5 on my order status page today. They had to have known yesterday that it wouldn't ship today. Now I have to opt in if I want to keep the order or not since it's the third delay. My husband asked a CSR yesterday why the automated number still said build and the CSR told him it was because it hadn't been updated yet. He said that the batch of computers right before mine was already shipped out so mine would ship out on 8/28 as scheduled. Yeah right. Whatever. Not much we can do, but call and complain.

 

I am also a former 8/28 that was pushed to 9/5. I checked all day yesterday to see when my date would change, because if the order status hotline doesn't have it in boxing by 8/24 then you know it wouldn't be shipped on 8/28. All parts of my order are in either build or pre-production. In order for them to meet a ship date of 9/5 then it should be in boxing by 8/31. I won't be holding my breath.

 

Yes, mine also changed to 9/5 without any notification this morning. I had checked via the phone last night at 8 PM Eastern to the familiar "important information" that mine was in the build stage. This morning it was 9/5 as most of you have also seen.

I'm convinced now that this is just another date that Dell has plucked from the air (or a much more disgusting place, likely). I've had 3 Dells for personal use and over 40 that I have ordered for professional use. This whole debacle is the most customer-unfriendly thing I have seen from any computer company.

The question is now, to cancel or not? I don't see how I can't cancel at this point. My wife loved the laptop being pink, but if it doesn't really exist, what difference does it make? 9/5? How can I believe that or any date they produce? I feel like such a sucker....

Bob

 

Now delayed to September 5th, even though my status yesterday was "BOXING." Getting fed up.

Ordered: July 22
1st ESD: August 14
2nd ESD: August 28
3rd ESD: September 5

1521 w/ 64 X2 TL-60 (1MB/2.0GHz)
160GB SATA Hard Drive (7200 RPM)
2GB Shared Channel DDR2 at 667MHz
Combo Drive
Webcam
Wireless 1505-N Minicard
Flamingo Pink

 

9/5 but in boxing hope i can receive earlier than 9/5

 

Well I was part of the 8/28 Club, This morning, I got pushed back to 9/5/07

I guess this is the new magical date.

My system:

Midnight Blue 1720
Ordered 7/17
1st ESD - 08/03
2nd ESD - 08/28
Current ESD - 09/05

Hopefully it actually ships in this time frame.

 

Same here - 9/5/07 - this is my 4th delay - they assured me yesterday that it would be sent today. I'm going to call my daughter at school and I am most probably going to cancel my 1420 Flamingo Pink laptop. I've had enough of this company. I guess I am going to get a Macbook this weekend and take it up to her. I am so very, very disgusted right now!!!!

Linda T.

Flamingo Pink 1420
Ordered: 7/9/07
ESD: 9/05/07 (RIDICULOUS)

 

I'm still in BUILD. If I get the dreaded automated call about a further delay today I'll do one of 2 things. Order an Asus V1S or a Latitude D830 (if they can ship them) My video is on the way out on my old laptop. It's so bad now that even text is blurry and staticy.

 

I think we need a new thread... "The 9/5 Est. Shipping Club". Looks like a great many people in this thread are being pushed back to 9/5, myself included. I've pretty much given up hope I'll ever see this laptop. Time to start looking at the T61s...

 

ARRRRRGGGGGGGGGHHHHHHHHHHHHHHHHHhhh!!!!!!!!!!!!!!

 

OMG ..... well what to expect ..... this company is working its way out
asus i believe has just bought gateway computers ( gateway also has american tech support )

seems no love going to the 1720 blues

how much money are they losing from canceled orders oh and i had to click on another mail delay ..... going on 2 months ( that also means going for like 20% OFF ) if they dont fix this soon there gona loss alot of customers . even if you get your laptop is dell gona be here ? ? ?

 

wait ... i thought acer was going to buy gateway? did asus bid higher than acer????

 

No. Preludelinux probably just mis-typed. Acer is buying Gateway, not Asus.

 

How can anyone think that Dell is losing money. The previouly ordered systems are going like hot cakes in their outlet. If I had wanted a flamingo pink, I would order now.

 

Just got my delay also 9-05 !! :cry:

 

man am i glad i didn't get a colored lid, now i can actually take my laptop with me to college

 

I knew not to get my hopes up. I’ve been updated to 09/05. What is scarring me is what if it does break, is this the level of support I’m going to get!!

 

yep me too. Funny though, moved to build stage this morning from perpetual state of pre-production.
1721 red, 2.2ghz, 2gb ram, 17 in high def, webcam,bluetooth,yada,yada,yada...
7/23 order
8/6 esd
8/28 esd
9/5 NEW esd

 

My big ship date of Aug 28th came and went new ESD Sept 5th I'm losing hope this is my 5th delay,,,, What's wrong with these people??? Is it because they are trying supply all the stupid Walmart stores??? And who really goes to buy a computer or a notebook at Walmart????

 

I have joined the 09-05 club as well...

 

Arrrrgggghhhhh!!!!!!!

 

so I ordered at red 1720 system on 7/20, I've been viewing this tread for a while and I too have received the new delay till 9/5. I contacted Dell online today and this is the conversation. I thought that you all might get a laugh.

Time Details
08/28/2007 09:54:58AM Session Started with Agent (Shiva Katarey)
08/28/2007 09:55:01AM Agent (Shiva Katarey): "Thank you for contacting Dell Customer Service Chat. My name is Shiva. How may I help you?"
08/28/2007 09:55:54AM Christopher: "hi"
08/28/2007 09:56:00AM Agent (Shiva Katarey): "Hi."
08/28/2007 09:56:15AM Christopher: "what is up with my order being delayed yet again?"
08/28/2007 09:56:29AM Christopher : "I am very upset with this information"
08/28/2007 09:56:35AM Agent (Shiva Katarey): "As I understand you want to know the reason your order got delayed. Correct?"
08/28/2007 09:56:57AM Christopher: "no, I want to know what can get me my order faster"
08/28/2007 09:57:04AM Agent (Shiva Katarey): "I am sorry to know that, do not worry, I will be glad to help you with this issue."
08/28/2007 09:57:11AM Agent (Shiva Katarey): "May I have the complete name on the account?"
08/28/2007 09:57:30AM Christopher: "Christopher"
08/28/2007 09:57:39AM Agent (Shiva Katarey): "Thank you, and your email address is [email protected] . Correct?"
08/28/2007 09:58:05AM Christopher: "yes"
08/28/2007 09:58:34AM Agent (Shiva Katarey): "Thank you, unfortunately LCD screens and monitors are on back order that is the reason the orders are getting delayed."
08/28/2007 09:59:03AM Agent (Shiva Katarey): "Even though I send a request to expedite the order it cannot be shipped because we do not have parts to ship out the package."
08/28/2007 09:59:04AM Christopher : "I've known this for a while"
08/28/2007 09:59:38AM Christopher : "is there any way of determining where I am in the line to get my parts?"
08/28/2007 10:00:29AM Agent (Shiva Katarey): "You should get your order on or before the estimate date of shipping as we are expecting the parts very soon."
08/28/2007 10:00:35AM Agent (Shiva Katarey): "Do not worry, I will keep a check on the order and keep you informed when ever the package ships out of Dell, till its Delivered."
08/28/2007 10:00:59AM Christopher : "well you are the third or fourth person to be doing this now"
08/28/2007 10:01:31AM Agent (Shiva Katarey): "Yes Christoper, I see that."
08/28/2007 10:02:17AM Agent (Shiva Katarey): "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."
08/28/2007 10:02:21AM Agent (Shiva Katarey): "Is there anything else I may help you with?"
08/28/2007 10:02:37AM Christopher : "this is not helpful at all"
08/28/2007 10:02:47AM Agent (Shiva Katarey): "Thank you for visiting Dell Small Business Customer Service online chat and allowing me the opportunity to assist you. I have included your case #--------- to reference our interaction today. Please keep this on file; it will assist you when contacting"
&nbsp Dell Inc in the future. Also, feel free to visit us again at support.dell.com.
08/28/2007 10:02:51AM Christopher : "you have done nothing besides tell me to wait"
08/28/2007 10:02:52AM Agent (Shiva Katarey): "Thank you and have a great day ahead, Bye."
08/28/2007 10:02:57AM Agent (Shiva Katarey): "You've indicated that there are no other issues you need my assistance with. With that in mind, is it okay with you if I exit this chat now?"
08/28/2007 10:02:59AM Session Ended

I want my computer so very, very much. Classes have started, and I need it right about now.

 

A 1720 for school? That must be a beast to carry if you are taking it from class to class.