assured repeatedly there is no delay

in the last week i've talked to a rep on the phone and had three chat sessions. each time i asked if there were be a delay, and specificially that i had heard the green lids were backordered right now.

and each time i was assured that my lappy will not be delayed. this time i even said - okay, i will save this chat log as well as your assurances that there is no delay and i will expect to receive some compensation when it is delayed - like i am almost certain it will be.

why can't i get a rep that really looks into my case for me?

1420 ordered with green lid. ordered 7/20, ship date 8/2. i'm fine with waiting until 8/2 but i am not fine with specifically asking if there are back ordered parts and being assured that everything is fine.

its almost as if the chat people are just dialed into that same online page that only says "in production", because i have never gotten any other information than that.

i'm annoyed.

 

same .

 

Well I just called and was told the glass to make the screens is backordered, who knows when I'll get my laptop.

 

Stop waisting your time calling peon dell reps they don't have a clue at whats going on .

 

who would you suggest i call

 

I had a similar problem with my green 1720, except that I ordered June 26th. Every rep I talked to gave me a different line about how something different was backordered. I ended up escalating it at least 4 levels, where things started to get serious. It was then that I found out that the delay actually stemmed from the hard drives I ordered. I ordered dual 160gb 7200rpm drives, and I guess they never had them to start with (assumption, because I ordered the day they launched the new inspirons, they should have been in stock).

Anyways I am still in limbo because I demanded that they ship me the unit with a single 5400rpm drive for now and then ship me the dual 7200s when they are expected in September. They still haven't decided if they can do that for me yet... so still I wait.

D

 

dell chat is worthless! here's is today's chat . . .

1:29:56 PM pooja_saran Thank you for contacting Dell Customer Service Chat. My name is Pooja. How may I help you?
1:30:11 PM why hasn't my order shipped yet? what is delaying it?
1:30:31 PM pooja_saran I apologize for the delay in shipping.
1:30:39 PM pooja_saran I will try my best to assist you with this issue. To assist you better, may I know the name on the account?
1:30:43 PM can you tell me what part is delayed?
1:30:46 PM xxxxx (name deleted)
1:31:31 PM pooja_saran Your email address is xxxx, am I correct?
1:31:36 PM yes
1:32:26 PM pooja_saran Thank you. Kindly allow me 2-3 minutes and I will provide you with the information.
1:32:31 PM thank you
1:35:51 PM pooja_saran Thank you for staying online. This order is in production right now and the estimated ship date is 8/2/2007. The estimated delivery date is on 8/3/2007.
1:35:56 PM pooja_saran Unfortunately as the order is in production, I would not be able to guarantee any shipment date. There is every possibility that the order might ship out before the estimated ship date as well.
1:36:06 PM what is the delay?
1:36:09 PM pooja_saran The order is not delayed.
1:36:11 PM what parts are delayed?
1:36:46 PM pooja_saran Your order is not delayed.
1:37:01 PM i'm just wondering why it has been in build for so long
1:37:16 PM pooja_saran The order is built only when the customer places the order and it needs to go through series of production stages before it can ship out. That is the only reason for the delay.
1:37:43 PM i've heard that green lids are backordered - could this be causing a delay for me? can you check on this please?
1:38:16 PM pooja_saran I suggest you speak with Sales Department as they would be the best people to assist you with this issue. You can call them at 1-800-456-3355 between 7AM to 11 PM CST Monday to Saturday.
1:38:31 PM pooja_saran Please note the reference number xxxx for today’s interaction.
1:38:34 PM there is another thing i was wondering if you could help me with
1:39:02 PM i've heard of a number of people getting the bluetooth remote sent for no charge - is it possible you could do this for me?
1:39:36 PM pooja_saran Please speak to sales department for this. I apologize for being unable to assist you with this issue today. I hope you understand the reason why I was not able to assist you with this issue. 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.
1:39:48 PM ok
1:40:22 PM pooja_saran Would there be anything else I may help you with?
1:40:35 PM no - you really didnt help me at all. but thank you anyway
1:40:56 PM pooja_saran Thank you for visiting Dell Small Business Customer Service online chat and allowing me the opportunity to assist you. Also, feel free to visit us again at support.dell.com.

 

Dell chat is worthless I agree. I hate when they ask if theres anything ELSE they can help you with.... lol funny, you didn't help me at ALL.

 

One thing they are good for.. is cancelling a system. I used them when I had to cancel and then I rebuilt new system with different coupon.. total was a bit less with the added 11 dollar IR travel remote. So they are not completely worthless. They also offered me expediting one time.. My system was already expedited but they do have some powers.. although pretty limited. But if anyone ever wants to cancel a system and its after hours when phone support is closed... Chat can still cancel!!

In fact, I remember when I was trying to modify my system that night.. and he keep saying "i can't do that... I can't I can't I can't..... Finally out of frustration I said what can you do? Can you cancel this order.. "Oh yes.. I can do that. no problem.. It was pretty funny thinking back on that now.

 

There really isn't anyone specific to call, i haven't heard of any inspirons being delayed, they take this into account when they give you your estimate. Their ideal date is probably 2 weeks short of their ESD, the 2 weeks is for back orders and such. I ordered early and was backordered for something like 10 days(it may have been 2 weeks), still received mine the day before they estimated they would ship it.

I wouldn't worry, the only number worth calling is 1-800-433-9014, this is their automated system, have your order number close by.