They've lost my notebook

Why do I have such bad luck?

I am so angry right now. First Dell tell me last week they had the wrong phone number on file so could not delivery it last week. Yeah right.
Then they said it will be delivered Monday morning. Monday afternoon comes, still no notebook. I call to say whats going on. They say "its noted as being on the truck, but the delivery man says its not there". Umm ok, so where is it??

They say they will track it down and express it here for Monday afternoon. 5.30pm comes, still no notebook. Customer service closed, so no notebook today.

Tuesday (today) comes, I call at 9am. Put on hold for 15 minutes whilst he tries to find where my laptop is. Comes back to phone and says "I'll have to call you back later so I can chase this up".
I said, so you've lost my laptop. He said its noted as having gone out with the delivery truck days ago. SO WHERE THE HELL IS MY LAPTOP!!

I'm sorry, I dont care if its the delivery company but Dell are responisble for this too. They should absolutely be chasing this up for me instead of repeatedly putting me through to these useless delivery people. They should have sent me a replacement last week since its already a week late. They have virtually stolen $2000 from me.

I'm not happy one little bit with Dell and I sincerely regret ever ordering this notebook. I actually thought it would be a simple process, pffft!! I will NEVER buy anything from Dell ever again. I'll be demanding a refund if my notebook does not arrive today and in pristine condition (yes I am sus its been dropped off the truck or tampered with somehow). I will then give my money to a company who actually delivers the goods instead of stealing my money and working with incompetent delivery companies.

I wonder how long the brilliant service at DELL would take to refund me, that would be a fun process to go through.

THUMBS DOWN TO DELL.

 

Wow, I'm sorry to hear that longroad. Hope you get it soon.

 

=( good luck hope u get it soon

 

Dell are criminals! I also hate how they seem to be the "standard" computer brand.

 

Mercury is retrograde.

 

I've had even worse experiences with Lenovo Charr.
I should have just went back to Pioneer. Small computer shop, immediate delivery, excellent price, not a problem with the notebook in 2.5 years.
I've learned my lesson once again to avoid big name companies.

 

I think they will get it back.

 

there there, Dell's customer support is there for you. doesn't that make you feel good? there there

 

youll get it back sooner or later.. just a matter of time and battles.

 

Dell folks are not thieves, but they have obviously screwed up here. I'd be upset, too, but you won't lose your money. Dell will (eventually) either refund your cash, or send another machine to you. In situations like this, I've often noticed that folks end up with far better machines than what they ordered originally, I suppose, as a way for Dell to make up for the inconvenience it caused a customer.

Good luck. I hope this turns out well for you.

 

Umm really I would not blame dell...

 

Logically you should be mad at the carrier that delivered the laptop. If it left Dell's door and was handed off to the carrier then its now the carrier's responsibility.

Dell is at a lose-lose situation. You will get your money or product regardless, if the laptop goes missing Dell loses because it has to refund you or give you another product and at the same time it has to take a lost, not to mention possiblily losing a customer as you ahve stated you regret buying from them.

If i were dell i'd try to track the package down also before refunding or giving a new product so that I dont have to go through the paperwork for a lost product.

 

Dell can only track down the package as well as he can try and track the package. -> you cant. If the shipping company officially says it is lost its gone. But upon hearing this official news, dell will make you a new one.

Dell is not at a loss, however, radioactive21. They insure the packages so that if one does get lost the shipping company will compensate them for the loss. This, however, does not act in the favor of the receiver as the shipping carrier will wait as long as possible before admitting guilt that they in fact did lose the package in hopes that it will turn up.

 

The problem lies under logistics. They should be able to track down what happened between shipping from their warehouse to the courier service. The problems that transpired should be somewhere between there. There are control number and other documentations that they can peruse to be able to track what ever happened to your laptop.

Remember the customer service response on these kinds of incidents are very cautious and deliberate. They also have to lookout for themselves if they are being scammed themselves. I'm not saying you are but they don't know that. They are just working on the complaints you told them and documentations they have at hand. This has happened to me once but with a different item and not with Dell but same instance. What's frustrating is they make it sound like i'm scamming them.

I sure hope that you get your laptop the soonest though.

Goodluck!

 

Have you tried asking for them to send you another? Last November I ordered a desktop, which got "lost" as well. I talked to Dell and they said they would look into it. My call got escalated and they said give it another day or two. The package continued to sit in the local warehouse, and no one was of any help. I got fed up with waiting and said if it wasn't here by x date they had to send another, as this was supposed to be a Christmas gift for someone and I was heading up there in a week and needed the machine. Surprisingly the machine just magically showed up the next day, and Dell called me to confirm this and make sure it was in okay condition - otherwise they would send another.

This was a desktop however, which seems to be a lot faster to get (I just ordered 4 Vostro desktops on Thursday afternoon and 3 showed up at my Office today). Maybe trying something of that nature could get you another in production in case this one doesn't show.