dell csr rep says that DHL has run out of boxes??

So here is the story: (or just skip down to the outlined section)

To get my grainy screen replaced and because I have the standard warranty, Dell shipped out a return kit (AKA empty box with another shipping label for return inside) so that I could ship my notebook back to Dell.

well, the return kit was given to DHL on the 27th...and it is now the 31st and the tracking is indicating that the package = stuck on a truck from ohio to New Jersey for about 3 days. (it takes 9 hours to drive). Uhhhhhhhh....i really need this notebook back in time for school. (turn around time from dell depot= 5-7 days) So, I chat with dell's CSR and they transfer me to customer support, where the rep gives me a bunch of BS and then transfers me to the manager. The manager says

=================================================
4:38:02 PM Sup_Rajiv_0146035 we just got information from DHl, the delay is due to non availability of boxes
4:38:13 PM Oh.
4:38:14 PM Sup_Rajiv_0146035 hence th delay
4:38:21 PM Alright, thanks for the information.

=================================================

so yeah....if anybody is wondering why their shipments are stuck

but. shouldn't the package already have a box around it?

 

Yeah, the Dell CSRs have given up on making plausible excuses some time ago. However, it seems like something you should contact DHL about, not Dell, if it already shows up in the DHL tracker as shipped.

 

lol.

I thought Dell notebooks were shipped with a Dell box. My Dell LCD certainly was...

 

What kind of freakin' excuse is, we've ran out of boxes...ship mine in zip lock bags, I don't care, just get me my damn laptop on time.

 

dell is supposed to take responsiblity for shipments, i think...

 

so a large courier has run out of boxes to fit or big enougth to fit a laptop? huh? now that is seriosuly resource mismanagement.

 

very wierd..

 

Haha thats the funniest comment I've heard all day Thanks for the laugh, I don't know whats more serious the fact that the CSRs are coming up with these reasons and expect us to believe it or the fact that these reasons are actually true ...

 

My ESD of today was just pushed back to 10/03. Cancelled my order.

Going to wait now.

 

LOL. Dell CSR's are jerking everyone around. The information from Dell is no longer valid. How can we escalate the issue up to upper management?

 

insist to talk to a supervisor, they will normally ignore you and keep talking took my 8 times of asking before i raised my voice and stated "excuse me, i hav asked you numerous times to connect me to your supervisor can you please do so" seem to do the trick.

 

That's odd - mine came in a Dell box - not a DHL box. So that can't really be a DHL problem, can it ?
Unless of course they put them in larger DHL boxes for shipping - I guess that is a possibility!

 

called dhl...they said that they lost it, and they were going to file a lost package claim, but when they found out it was an empty return kit box, they were like....go and talk to dell to send another one.

so dell is bs'ing

 

Like I implied before, this was DHL's fault, not Dell's. If they ship an item to you and DHL loses it and then doesn't notify you, it is clearly their fault. Just get Dell to send another box.

 

Thanks, newlaptopbuyer

yeah. dell gave me a pickup for the laptop, so everything is all good now.

when this crazy thing is over my lappie will be perfect

 

OMG i read this thread while drinking pop .... now i have to buy another keyboard ... lol

 

should have a vostro, waterproof keyboard

 

how can that be possible.a courier not having enough boxes?!do they think were monkeys that have no choice but dance around to their music?no way!even dell should have enough boxes.if the dont, go to the local grocery store and take all their boxes!

 

sorry that would be priceless, "Here you go sir *hands a box with large letters 'TESCO - FRENCH FIRES'* your laptop in full working order"

 

since this is entertainment now: i'm going to post the conversation

Session Started with Agent (Useless CSR)
Agent (Useless CSR): "Thank you for contacting Dell Technical Support. My name is ********, My Rep id: ********. How may I help you today?"
Mad Customer: "Hi, I was transfted to you from customer support"
Agent (Useless CSR): "okay."
Mad Customer: "I have a stuck package in DHL"
Agent (Useless CSR): "May I have the service tag of your notebook please?"
Mad Customer: "the order number is **************"
Mad Customer: "**************"
Agent (Useless CSR): "Please give me 2 to 3 minutes to pull up your account information. Meanwhile, May I have the telephone number to update in our records?"
Mad Customer: "Ok."
Mad Customer: "something u will never see go away stalkers"
Agent (Useless CSR): "thank you."
Agent (Useless CSR): "My records show that the system you use is an Inspiron I1520 with Windows vista Operating System installed on it. Is this the product you need assistance with?"
Mad Customer: "Yes."
Mad Customer: "I have a return service kit"
Agent (Useless CSR): "yes."
Agent (Useless CSR): "You will have to ship the notebook to dell depot."
Mad Customer: "and it is stuck in the carrier (next day service, the package has been stuck on a truck for 5 days)"
Mad Customer: "Yes, I am waiting for the return kit"
Agent (Useless CSR): "So when did you shipped the notebook to dell depot?"
Mad Customer: "No, I have not revcieved the return kit yet to put the notebook in."
Mad Customer: "The empty box has not arrived, and that is what I am talking to you about."
Agent (Useless CSR): "okay."
Agent (Useless CSR): "Give me a minute here. let me check"
Mad Customer: "Ok."
Agent (Useless CSR): "The box is in transit."
Agent (Useless CSR): "Let me show you on the DHL website."
Agent (Useless CSR): "http://track.dhl-usa.com//TrackByNbr.asp?nav=Tracknbr"
Agent (Useless CSR): "check this link"
Mad Customer: "No, I have already seen it."
Mad Customer: "It has been on a truck from Ohio to New Jersey for 5 days"
Mad Customer: "it takes 9 hours to drive from Ohio to New Jersey"
Agent (Useless CSR): "okay"
Agent (Useless CSR): "Saturday and Sunday DHL does not work."
Agent (Useless CSR): "The dispatch was made on 28th, that is Friday."
Agent (Useless CSR): "sorry about that."
Agent (Useless CSR): "I was looking at September calendar."
Agent (Useless CSR): "You may wait for the box to arrive."
Mad Customer: "Oh."
Agent (Useless CSR): "There might several reason for box getting delayed."
Mad Customer: "Ok."
Agent (Useless CSR): "May be due to weather conditions."
Agent (Useless CSR): "Otherwise the box gets shipped the next day itself."
Mad Customer: "So it is normal"
Mad Customer: "alright."
Agent (Useless CSR): "yes."
Agent (Useless CSR): "As I can see from the previous case notes, you have contacted Dell 2 times. My Manager would like to have a word with you. Do you want me to connect this chat to him now?"
Mad Customer: "Yes."
Agent (Liar Manager): "Hello Amy, this is ********, senior manager on floor."
Mad Customer: "Hi."
Agent (Liar Manager): "how are you doing today?"
Mad Customer: "I am fine."
Agent (Liar Manager): "we just got information from DHl, the delay is due to non availability of boxes"
Agent (Liar Manager): "hence th delay"
Mad Customer: "Oh."
Agent (Liar Manager): "currently it shows it is in transit."
Mad Customer: "Alright, thanks for the information."
Mad Customer: "Yes."
Agent (Liar Manager): "I am sorry for the delay."
Agent (Liar Manager): "will keep you posted on the same."
Mad Customer: "It's alright, It's not your fault."
Agent (Liar Manager): "in case you need any further help., do mail me at [email protected]"
Mad Customer: "Ok. Thank you."
Agent (Liar Manager): "You are most welcome. have a great day ahead."
Mad Customer: "Ok. you too."
Mad Customer: "Bye."
(Liar Manager): "Have a great weekend ahead. bye."

 

ha just stupid boxes you can get from any whole saler.

 

I put grimy keyboards in the dishwasher. Just let them air dry in the sun and they come back good as new.

 

You should ask Dell...

If they are out of boxes, then how could you possibly have a box already being shipped to me?

 

By the time the guy said the weather was bad, i was thinking that they weren't going to help me, so i was looking for a quick way out.

 

I haven't read the whole thread, but I'm sure someone has mentioned that it is completely unlikely that DHL puts the shipments INTO boxes.

All of the freight companies that pick up product from my company do not use boxes. Either they are palletized loads (created by my warehouse) that get loaded into a truck with a pallet jack, or they are prepacked boxes (again, packed by my warehouse) that get packed into a truck individually.

Dell reps will come up with ANY excuse - it's really dumb. The shipping company ran out of boxes? Since when does a shipping company do anything except ship? There ain't no packing done at a freight company.

 

F*ck Dell!!

 

Just went to McDonalds....they ran out of hamburgers

 

Dont worry the cleaner will empty the toilets and make a fresh load.

 

Thank goodness..I was starting to worry.
Maybe thats why there was a Roto-Rootr van in the parking lot


disclamer-I havn't had a fastfood burger in over 4 years