Dell complaints

djstifft · conscientious beginner Joined: 26 Dec 2005 Posts: 2

Hi, I got an Inspiron 1200 Laptop which after some time didn't get any net connection. After staying two hours with the technician in the Philipines (he was very nice and tried really hard), he decided to arrange a pick up to send it to the Memphis repair faciliy. I just had a problem: I was moving to another state two weeks later.

After realizing that I wouldn't be at my first address any more when it comes back, I decided to contact Dell and let them know about it. The support person said that my laptop arrived and that they were working on it. He also said that the address update was made, also letting me wait for 5 minutes because he talked directly to the repair facility to makle sure that they got the address change.

After four days at my new address, I just wanted to check the status and the people said that my laptop didn't get to them!!! They didn't localize it at all, even with the case number and with the service tag. The bad thing: DHL didn't provide me with a tracking number, although I asked for it!!! I also thought that Dell would be able to track it anyway, once they scanned the bar code on the box.

After several times calling the support center, one representative gave me a tracking number DELL had connected with my case, but checking at the DHL online system, it gave me another address and a shipping of a totally different date from Dell to another person in my former city, but which has only 40.000 inhabitants and is in the middle of Oklahoma. (the possibility of having two similar cases is smaller than in Los Angeles, I guess).

I requested informations also from DHL, but they didn't answer me yet. At some times, when the Dell representative is reading all of the informations, the person says that the laptop was localized, only to end up to contest later and confuse me more!!! The other beforementioned person was the only one to give me a tracking number at all!!! Also the confirmation emails don't show any further details.

My question: What can I do? Would telling them that I will go to the cops if they don't give me my computer back help them to find it? If they have a tracking number related to my case, the service number which is engraved at the bottom of the laptop, the dispatch number, shouldn't they be able to localize it? What else can I do????

Thanks for any useful answer,

desperate Dell user and student.

paul_dellcc · Posted: Mon Dec 26, 2005 11:52 am Post subject:

Welcome to the forum Exclamation

First of all, don't freak out. I know it's frustrating, but if someone, either the repairshop or DHL lost your laptop, Dell will give you another one.

Under the DPS or RTD # you were given Dell Technical Support reps should be able to see what the tracking # is. We can guess they were not able to...

There is a Technical Support rep based in the States who helped a lot of customers so far and I'm sure he will be more than glad to help you out. If he agrees, send your Service Tag through PM to sickofdell Wink

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djstifft · conscientious beginner Joined: 26 Dec 2005 Posts: 2

Hi, thanks a lot for your reply. Actually I called today in the morning and another representative was kind enough to arrange a replacement laptop for me, of equal or higher configuration. Well, ok, financially I didn't loose anything (if that one isn't lost either), but it is really anoying and time consuming and I think that Dell could easily make it work better - also for them.

Thanks for the support Smile

paul_dellcc · Posted: Tue Dec 27, 2005 1:54 pm Post subject:

You are welcome.

Good luck with the replacement and please keep us posted.
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I see DELL people!!

If we don't remember our past, we can't understand our present and we can put in danger our future...

AnotherFTP · Posted: Fri Dec 30, 2005 2:34 pm Post subject:

Something else that might work (at least is used to) is to go the local DHL office (if there is one in your area). Back in the day, when they were Airborne, there was a guy who could find damn near ANY package, as long as you knew when it was sent, where it was sent from, and where it was supposed to go. Of course, he worked there for quite a long time, so maybe he knew some tricks.

If I remember right, if they tried to deliver it to your old address, it should end up in the exception group at the office.
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