Complaint / review text:
Where to start. Placed order on July 15th via the web site for small business.
Had a estimated ship date of the 25th. On the morning of the 25th, I expected to see the shipped and tracking number of my order but I saw that the estimated delivery date had been changed to August 1. I called customer support and could get no reason why, I asked for supervisor spoke to someone who looked into it and gt back to me telling me it was a motherboard issue that was backordered. Ok crap happens, and they would credit me the shipping charge. Fair enough..
The night of the 25th I get an update notification from dell. My computer shipped..!! I would have it the next day meaning today... Yeah nice job customer service..
Checked tracking number — in transit as per fed-ex... 3pm delivery. Well at 5pm I called fed-ex. Fed-Ex tells me no package was ever sent, a tracking label was generated however nothing was attached to it, I should contact the shipper... So I called Dell Again..
Got a dell rep his name was Nero. Who told me 3 times that the package was shipping status. Even as I explained to him that FedEx didn't have the package. After a few rounds I was hot and asked for his supervisor. And he said hold for him. And hung up on me. So I called back. Got a second rep Ritche. Who told me he called fed ex and was tld that their system was down and they couldn't give him the information. I asked he if could confernce us together. He actually did and this time FedEx told him they didn't have any package assoicated to that tracking number, while the number was used nothing was assocuated to it. Surprise surprise. The customer was right..
So now Ritche tells me he has to put in some kind of request to find out where the system is. My guess. Sometime after August 1st a system will arrive and hopefully it will be the one I ordered
I have had my dell business account for 8 years now and this is the worst I have ever seen it. I'm not sure if anyone at dell tracks these but hopefully they can corrrect their issue..