RE: Order delays and cancellations
From:
Sent: Sat 11/21/09 10:20 AM
To:
It is now 11/21, and my order has still not been recreated. I have talked to the resolution and sales department every day since the latest order was canceled on 11/17 and was told that the sales team would reenter the order and contact me. The order has still not been recreated and no one has made any attempt to contact me. I have filed a complaint with the Better Business Bureau since no one at Dell has made any attempt to contact me about this issue. I expect to be contacted by someone that can help me first thing in the morning on Monday.
From:
To:
Subject: Order delays and cancellations
Date: Wed, 18 Nov 2009 20:26:04 -0600
Hello,
I hope you can help me with an issue with my order for a Studio XPS 16 laptop with the new i7 processor. I placed my order (order XXXXXXXXX) on 9/28/2009, shortly after the i7 processor was made available on the Studio XPS 16 laptop. The original EDD was 10/27/2009, which was almost a month later. I really needed a new laptop by November, and Dell has always met the EDD the the past, so I was not too concerned about the delivery date being a month from my order date. I have been talking with XXXXXXXXX in the resolution team and was informed that my order might be delayed. I kept asking what the new delivery date would be, but I was never given a date. I was just told that the i7 processor was on back-order, which I find hard to believe because Dell was shipping out Alienware and Studio 15 laptops with the i7 processor. My EDD of 10/27 came and went with no laptop being shipped. I was told the new EDD would be 11/3. 11/3 came and went with no laptop, on 11/4, my order was canceled by someone in the Production team and a new order was created (order XXXXXXXXX). The new order was still in pre-production status on 11/5, so I had that order canceled and recreated (order XXXXXXXXX). The new order immediately went into production status with an EDD of 12/1, which is completely unacceptable as my original delivery date had already passed. I was told that the order would be expedited, but no new EDD was provided.
In the meantime, I have been reading reports that people who ordered after my original order date have been receiving their laptops (
http://forum.notebookreview.com/showthread.php?t=430672&page=5), so I assume mine should be shipped soon, however when I call to check on my order status, I am told another part has been back-ordered and my EDD of 12/1 still stands. Now, my third order has been canceled due to an issue with the bluetooth module. I did not receive any communication about this order being canceled, and when I called to have the order recreated, I was told by the sales representative that he would be calling me back, but I never received a call. I tried calling this evening, but I was placed on hold and then received a message saying the department had closed. When I tried to call back, the EPP department was closed.
Every time I call, I have to go through multiple people before I find someone that can help me, and they always say they will research the issue and call me back. I never receive a call back, and they never provide their extension for me to call them back. I am extremely upset at this point and am tired of constantly being lied to. I have been patient up until now, however I really need this system immediately and I expect to be compensated for the time I have spent dealing with this issue and the complete incompetence on the part of Dell. I will be filing a complaint with the Better Business Bureau, will never purchase another Dell product, and will actively encourage everyone I talk to to avoid Dell at all costs unless this issue is resolved immediately. My expectation is that you will recreate my order with the same or better configuration at the same or lower price, provide some sort of compensation for the time I have wasted on the phone making calls to people who failed to call me back. I also expect that you ship the order to me by Thanksgiving. This is the absolute worst customer service I have had with any company.
Original order number: XXXXXXXXX
Original order date: 9/28/2009
Original EDD: 10/27/2009
Revised EDD: 11/3/2009
Revised EDD: 11/9/2009
Order cancelled due to bad Wifi part on 11/4/2009
Second order number: XXXXXXXXX
Second order date: 11/4/2009
Second EDD: 11/30/2009
Order canceled due to being stuck in pre-production status on 11/5/2009
Third order number: XXXXXXXXX
Third order date: 11/5/2009
Third order EDD: 12/1/2009
Third order canceled due to bluetooth issue on 11/17/2009
Problems? See this thread at archive.org.
