Well this is a fuster cluck...

Well, after a sketchy order status for 9 days, a shipping notice on 7/30/08, and 3 days of trying to get a tracking number from dell customer service, we finally get to today.

I once again got on the chat with a dell customer service rep and they said there was no tracking number yet and that it showed the laptop was in transit in the US still (for 4 days... hmm ok).

Half an hour later, I see a tracking number from purolator that the package in in the truck to be delivered in town. 2 hours later I get a call from home that I have TWO boxes waiting for me. I'm thinking either the case is seperate (freebie case that is) or they sent me 2 laptops by mistake.

I get home to find that dell sent me TWO MONITOR STANDS. I get on the phone with this rep that took a while to understand I DON'T have the laptop and DID NOT order the monitor stands. She says "The package was marked as delivered" and I said while losing my patience "Yes! I'm staring at the TWO packages that are NOT what I ordered. Where is my laptop?"

She pretty much said, "Well, we'll have to restart the whole process but we can't upgrade to next-day shipping for your trouble." That didn't work so I hung up and tried to get someone different. I got some customer service rep named Angel that hung up on me when I tried to explain I didn't want to simply return the monitor holders but I ALSO HAD A MISSING LAPTOP.

I finally got a new rep that was understanding, helpful and really tried to get to the bottom of things. In the end, she's initiated a trace on the whereabouts of my laptop and said that if they can't find it, they'll rush me a new one. I just wish they could give me the results of the trace today and not have to wait until tomorrow.

I am not at all happy with Dell at this moment and wondering how long it will be before I finally get my laptop that I've waited 2 weeks for already. All I know is they are not getting those monitor stands (d-family ones) until I get my freaking laptop.

 

Yeah, I'm not surprised that packages arrive faster than the tracking. Mine almost did something like that as tracking showed up nothing for two days than all of a sudden its travelled between 3 countries in the span of 3 minutes. Sending you two monitor stands is... very sad....

Its good you were able to find a good CSR the second time around. I can understand your frustration, I would be in a very poutful mood if that happened to me.

In my case, I saw the laptop out for delivery, sitting in my home all day, there was no knock on the door or anything. After refreshing my tracking info for 3 times when it was getting near 5PM, it suddenly updates saying that I am not home....

Called up DHL, arranged a pickup at the nearest DHL hub, and picked it up. You never know, maybe the person in charge of shipping your laptop decided to play a joke on you or something. It is very sketchy. :/

 

I am quite disappointed to be honest. Hopefully this can be resolved quickly.

 

Yeah, I really think you deserve some serious compensation for this which I really hope you get in a short period of time. Replacements typically take 3-4 days... so it should be very fast if they are going the same speed as processing a replacement.

 

The only thing I want is my laptop with overnight shipping. Anything else will be a nice surprise. I can handle 3-4 days.

 

Damn that sucks. I would have been ridiculously excited if I heard I got two packages, expecting one to be the laptop.

Dell really needs to use good shipping companies, not ****ty ones that no one has ever heard of. It seems they use the cheapest of cheap in most cases.

 

DHL is good for shipping to corporate locations, though they are a bit lacking on the domestic side.

 

Just don't let them come to your house if you aren't around . . . its much better to find the local service station and just go and get it. OR, have it delivered right to work.

 

Well, an update is that I still haven't heard back about the trace result. I called them yesterday and they said that the trace was still going on.

Today I called to cancel the payment but the CSR (who was very understanding and patient to his credit) said that they had to finish the trace first. He said he'd (or someone) would contact me within 24 hours (this was at 8:30am) about it. I got his name and everything.

I contacted a friend that works for dell (not in the PC sales department) and told him my ordeal. He said that if I don't hear from them by tomorrow at 11 to send him an email with my case number, order number, customer number and the names of anyone I spoke to (that I remember) and he'll see what he can do.

If I have to contact dell again on this subject, I'm calling the BBB because I am more than fed up with this.

 

Ya. They told me the same thing. I would not hold my breath expecting them to follow up. When I had my issue, they had already sent me a box to ship my PC back for repairs, this never came up when I was talking to them a second time, and no one responded to me by email when I inquired (using their exact protocol) about returning the box since we had made a different agreement.

You really should probably get on the horn again and tell them that they can forget the d*** trace and get on your refund. Or contact your financial institution and begin the charge back process. You have been delayed and reassured, but I HIGHLY doubt that this "trace" process will be successful.

 

Look on the bright side. Somewhere there's a guy who's really confused about where his monitor stands are and why he got a laptop instead.

If Dell asks you to return the stands, you should ship them a brick instead. When they call you, you play the same game. "I don't know what happened. Let me run a trace and call you back in 24 hours".

 

lol! That one made me laugh!

I called a buddy that works for Dell and he emailed my detailed email to one of his buddies.

He, in turn, called customer care (and got transfered 3-4 times as well) and pretty much told them "I don't care where the other laptops are, I don't care about running traces, build him a new fricken laptop, expedite the ****ed thing and ship it out as fast as humanly possible"

He's getting back to me tomorrow for an update, and I believe him

 

Yeah, because that's fair to the people who have been waiting after 3 or more delays, not that I believe your friend actually did that(a Dell rep getting transferred 3-4 times and ordering Malaysians to build a laptop, they probably laughed their Malaysian butts off).

 

I got an email this morning saying he's got an order number (it showed up on my dell account automatically) with a new laptop exactly what I ordered on the way.

It's also put as an exchange so I can submit the monitor stands to return them.

I check the order and the shipping day is marked as before or on the 13th (tomorrow) even though I doubt it would truly be that fast.

My friend's friend was true to his word.

As for it not being fair to those whom have been delayed, I should have gotten my order fair and square after waiting the alloted time but they (Dell) messed up. I even had an extra "delay" of a week of talking to a brick wall. Now I have to wait for the next "delay" of getting a new one built. So please, tell me how it's not fair that I get an expedited laptop for my troubles? I don't have any parts ordered that are on the "delay" list on this board.

 

I would still hold those stands until you have a working Dell in your hot little hands!

 

None of the parts on my laptop are on the delay list either(when I ordered the laptop, I'm assuming the same with you), and I'm on my 2nd delay. Really, everyone should have received their order after waiting the allotted time, but this isn't a perfect world.

 

Mine is an M1530 with everything basic except an upgraded video card. We are on different timetables/manufacturing queues/parts list which would mean that we aren't really relevant to each other.

I agree that everyone should get them on time, but the reason I didn't get mine on time wasn't a part delay, it was a complete and utter screw up on Dell's part.

Luckily, I can do more than simply sit back and wait for my status to change. I got to wrestle with customer care, and even go several levels higher to get my replacement in production and sped up.

Our cases are completely different in the vast majority of perspectives. I fail to see how they are related in any way other than the two of us not having our laptops yet.

 

I didn't mean to begin an argument, and I was thinking you ordered a Studio 15 for some reason.

Grats on your laptop coming.

 

There was no argument being started. I was just replying in a calm manner. I sometimes forget that my tone of voice is usually really calm and that I can get away with speaking "like" I'm angry yet never sounding it.

Sorry if I gave you the wrong impression