Dell complaints

[michaelo]

Yes -- it's an EXACT cut-and-paste from a Dell customer service transcript. They shipped one computer via DHL and DHL lost it ... you can track it into oblivion.

It's been six weeks since I ordered this computer; four weeks after they charged for it, and now they're telling me that they're doing a favor by sending a "free" replacement. Apparently it's free because they're not charging me for the replacement for the first computer that never even made it to my state.

They did tell me that they value me as a customer and my satisfaction is important to Dell though.

[michaelo]

Dell promised the computer would arrive Tuesday, June 12th. To those who are waiting w/ baited breath for the ending ... no computer. They've given several new order numbers, none of which seems to work (and, BTW, why does the order status field only allow three digits to be typed in for the ZIP code).

When I try to chat w/ customer service now it tells me that they're assisting others and to leave an email.

I don't know what's going on at this company but I once really liked Dell's. I buy 2-4/year which is nothing compared to many but it seems like enough that they'd do things like ship me computers after I paid for them and not hide behind email and Indian call centers. But my last Dell is a dud: I need to repeatedly install the sound card drivers and the internal 802.11 card is so bad I currently have a Linksys sticking out the back of it.

Even though I'll need to purchase a new dock I've had it w/ Dell. For future computers I'll look to HP, IBM/Lenovo, or Sony. If I can find anybody at Dell I'll cancel the one I paid for a month ago that's still not here (wonder if I can just wipe the charge off my charge card?).

[KE7EHA]

contest the credit card charge, which means call the credit card company and explain what's happening. You might be able to make payment contingent on receiving the computer. it's possible, and then Dell at least will not be paid till you get the computer.

More likely, you can only cancel the charge by contest. Then, you'd need to cancel the order, contest the charge, and be through with it. You'd have to refuse delivery of anything that comes, too.

The credit card company will work with you on this, they generally do. give them a call and try and sort this out.
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"The art of Engineering is knowing what you can safely ignore." -Dr. H. Hess

[michaelo]

So, was going to cancel/contest the charge but thought I'd try speaking w/ Dell first. I waited forever in chat, got some guy, gave him my case, then had him say a few times "I'm not seeing any chat activity..." Just to verify my 'net connection was fine at the time and I was able to answer. Somehow he did manage to send me an email w/ order status but not before...

I called and waited forever. I was told my computer shipped on the 13th but, while still on the line, I checked their tracking number and it said the number had been assigned the 14th. Then the woman from Dell told me my computer wouldn't be picked up by the shipper until the 15th and would arrive next Monday, the 18th.

I suppose since I have a tracking number will wait ... again. I'm wondering what, if anything, will actually arrive next Monday. If they try to send me a refurbished computer I'll freak: will probably sue them for the time I've taken. They did apologize profusely and give me a $50 rebate (maybe -- they said it will take three weeks to show up on my credit-card) but since I ordered my computer six weeks ago and paid for it four weeks ago I'd think they could/should do more.

Whatever, I'll spread the story about this meltdown as far as I can and start buying computers from a different company. Maybe will short Dell stock, a good way to get paid back for this incident.

[paul_dellcc]

I know the shipper may fail, but this has gone too far.

Buy your pc somewhere else.
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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...