Long story - well, long... On Jun 23 i ordered a laptop, mouse and xfr cable to ship to CT. I live in AZ. I rec'd an email that said 'order has shipped, included a confirmation # and del date of Jul 1 which was perfect. My sister needed by Jul 7. On Jul 1 nothing arrived and when I called Dell I learned they mailed me a verification letter and i had 3 days to call with the code within. This was never mentioned in the "Order has shipped' email and really isnt even suggested between the lines of 'order has shipped'. Does it to anyone? I also learned that Jade Green was no longer available BUT IT WAS still a selectable option when you're confirguring your laptop online. No one calls or emails you to let me know this either. I had to place the whole order again with a foriegn agent on the phone and now my order would not reach my sister by Jul 7 but by Jul 15 AFTER she would be gone from the CT address for 3 weeks. I explained that this was not acceptable and after many many calls to Dell they offered me free Next Day delivery - awesome right? Just couldn't tell me next day after what day but still could be Jul 15. On Jul 6 I rec'd a mouse and xfr kit at my house in AZ. Apparently, the order entry agent failed to enter the correct ship to and I once again had to re-order the flippin mouse and cable to ship to CT. The sales agent THAT TIME said these items were discounted at the time of originally ordered and now would have to charge me the regular price - absurd!!! After 3 days of holding he came back and conceded to honor my previous purchase price. A second agent 'Yammine' (sp?) worked with me on correcting the address. She used words like 'gaurantee' and 'promise you' assuring me that the correct address would be submitted to FEDEX at the time of ship so that Fedex would ignore the AZ address. I followed up daily because she said she would call me the next day but did not. Each day Dell still had the incorrect address and each 1 hour plus call involved 50% hold time and 50% re-explaining whats happened and what had to change. The eta remained Jul15 which was just BAD - BAD - BAD. On Jul 8 i called into the automated and heard that my order had shipped - YAY! And the del date was Jul 9 by 4:30 - YAY!!! And gave me the tracking information - weehoo!!! I jumped online to Fedex and typed in my tracking # and there it was - yes!!! My order was now OUT of the hands of DELL and in the capable hands of Fedex... Shipping to... Az. I called Fedex hoping that we could hold the package and have Dell call in a change. John at Fedex said that that was all it took and the change would be made instantly and it would make it to CT by Jul9 easy. I called Dell and went through the ridiculous automated system and an american sounding agent finally picked up and I quickly explained the urgency -we had to intercept. She said ok let me put you on hold and get you to Customer Care - she hung up.! @#@!! %$! I called back dealt with the automated bs system and finally got someone on the line and explained the urgency as well as the ease of correcting and he said he could not call Dell - that he had to submit in writing and it would take 48 hours to process. I offered to conference him in with Fedex and get this fixed he continued to say he could not call. We went thru correct address bs again and he then assured me and said not to worry and made promises that the laptop would NOT be delivered to my house in AZ. That Fedex would reroute and get it to CT as promised. On Jul 9 Dell called me and told me that Fedex had made an attempt to deliver and no one was home - at MY HOUSE IN ARI@#!! ZONA. Again we're on the phone and a so-called manager tells me these problems occured because I called on Jul 6 to change the shipping address. AAAAAHHHH!!! I lost my mind and used poor language. The mngr said no problem it was easy to fix - he merely had to call Fedex and give them the correct address and call me back. I asked how he was calling Dell since they could not do this yesterday. Turns out they cannot use the phone to prevent customer service failures or misshipments but they can use the phone after the fact to correct. I demanded that he conference me in with Fedex so that I could hear and interject if the plan started to derail. He put me on hold for 6 minutes then a guy named Rudy that sounded just like the Dell guy that sounded middle eastern started assuring me in much the same scripted dialogue that I had heard numerous times from Dell. I was suspicious and asked some Fedex questions which Rudy failed like what # I can call him at and if a sticker was left at my house. It was ridiculous. Finally, I asked at what point does DEll step back reflect on all that has happened (this is an extremely abbreviated version) and stops the bs and try to make up in some reasonable way the amount of stress caused me and the bad situation my sister in CT was put in by showing up first day - first week without a laptop. All the broken assurances and promises - the 'gaurantees' just failure after failure and hours and hours spent on the phone. I revisited numerous conversations and many names and numbers i had to call over and over and over again to get the right answers and get someone that really meant what they said and was committed to making this right and meeting customers needs after their failures - horrendous failures. The so-called manager again reads over the apology script and says he 100% gaurantess me that the laptop would arrive Monday Jul 12. Then he offered me a $25 coupon as compensation. Was I wrong to be insulted to be absolutely insulted and treated like an idiot. I told him how I felt and he upped it to $30 and said beyond that he would not be able to 'help' me. I told me EXACTLY how I felt about his absurdity. I said that I would never buy another thing from Dell and I would communicate my experience with as many people as I could and recommend to as many people that they step out infront of a runaway train before they spent a nickel with Dell. Their agents are deplorable providers of service. Their managers are worse being managers. If Dell is going to outsource to other countries they need to first make sure they fully understand what terms like 'promise' and 'gaurantee' and 'assure you' and 'no need to worry' and what these really mean to the consumer and what it means to us when we are lied to and disappointed time and time again. Its not good business. I am completely dissatisfied with this whole experience. DELL has taken the place of another four letter word. For example: My order was completely Delled up. What the Dell happened to my order? Get it? Take away whatever you can. Good luck to us all.
0 comments