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    WORST Order Experience EVER (help me, what can i do?)!!!

    Discussion in 'Dell' started by Emphasiski, Jan 21, 2009.

  1. Emphasiski

    Emphasiski Newbie

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    I ordered a Dell Insp on 10 January. Very few custom additions from the basic item, simply the bluetooth and a built in webcam.

    I'm in the USAF and being deployed in less than 2 weeks. The laptop is a present for my wife, who after 10 years has decided to go back to school to become an RN. The original ship date was on or before 21 January. I have been calling 1.800.247.2076 three times a week since I ordered it, to get an order status so I can make sure I'm home when it gets here. So i can wrap it and put a card on it for her.

    I called yesterday, the 20th, to get a status. I was told it was currently enroute from Malaysia and I'd have it shortly. I received an email today, saying the new ship date is on or before the 27th of Jan. Currently the shipping is 5-7 days. I will most definitely be on a government flight to the desert when it gets here. Obviously I have an issue with this and call that same number. The first guy I talked to said there's nothing that can be done, I asked to speak with his supervisor who was conveniently at lunch. He told me her name was "Mira". I called back after 1.5 hours, and talked to a "Claudia", she told me there was no one named MIRA in her department. I reexplained my situation, she said there was nothing that can be done, in order to put a faster shipping on the item, they'd have to cancel the current order and replace it. I said, "So you would scrap a product that is in the final assembly stage, and redo the order? that makes zero sense and is ridiculous." I get, "well it may sound ridiculous to you sir, but i assure you that it is not." from her. I ask to speak with her supervisor, conveniently they were all in a meeting. BTW that was after I asked 8 times to speak to her supervisor, to which she responded each time, "i can forward you to customer support who will tell you the same thing."

    So after that ludicrous call, I called their 1.800.624.9897 number, where I got someone that told me the delay was due to a component not in stock, but it was in stock today and it should be boxed and shipped shortly.

    My question is, is there anything I can do to get this to me faster? Or do I continue to have faith in their so called system, and hope I get it before I get sent to the desert?
     
    Emphasiski, Jan 21, 2009
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  2. Rich.Carpenter

    Rich.Carpenter Cranky Bastage

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    At this stage of the game, I doubt there is anything you could do to get it faster. While her explanation of the change order process sounds ridiculous (and I agree with you there), I can see where that may be exactly what is required to make it happen. I'm sure their production and shipping process may be designed to maximize efficiency and may not be able to accommodate on-the-fly changes.

    Wish I had a better feeling about it, but I think you may be kind of stuck at this point in the process.

    That said, thank you very much for your continued service to our country. Be safe over there.
     
    Rich.Carpenter, Jan 21, 2009
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