On 5-21-09 I purchased a keyboard replacement part for my laptop that I use for my work. I was told that it would be delivered in a 3 to 5 day window. I was fine with that time frame. I waited for the part and finally got a UPS tracking number that said it was to be delivered on 6-1-09 (11 day time frame). I clicked on the tracking number and was directed to the UPS website where there was a notation that the box had been received at my local UPS distribution point but was torn open and was empty. UPS noted that they were contacting Dell about the issue. I called Dell's customer service department and asked that they expidite another keyboard because I have quite a bit of work coming up that I have to have that laptop for. They said no. They wanted to wait until 6-1-09 (today is 5-29-09) to make sure that I haven't received this part that cost only $18.00 (plus shipping $26). They told me to call back in another 3-5 days and they will decide what to do. Then I would have to wait another 3-5 days to get a replacement part sent out.
After talking to 4 different customer service guys (two claimed to be supervisors) and sending 4 emails that was the best they could do.in all I am going to be out of business with my laptop for almost 3 weeks because these people weren't bright enough to figure out that if UPS says they don't have the part it is not going to mysterously show up on my front door. They could have overnighted the replacement part today and sorted out the delivery issue with UPS on their own time. But then again that would have meant that Dell actually had someone in the customer service department that could actually solve a problem that even a first grader could figure out.
I have 4 kids that I bought Dell's for and my wife and I each have a Dell laptop and we each have a Dell desktop that we use in work. Over the years I have only purchased one other computer (xxx xxx) that wasn't a Dell.
Until today Dell had my complete loyalty but it will never see another dime of my money all over an $18.00 replacement part and a customer service department that is completely incompetent. The rule of 20/2 applies.
Sp
Hurst, Texas
U.S.A.
Sorry, allowing you to give a competitors name would instigate others to just file against their competition, to only come back later to suggest their company your comments on this policy are welcome!
0 comments