Dell
I am writing to ask if you would investigate whether other people have had the same rude and ‘couldn’t care less’ attitude from Dell. We tried to order a laptop over the Internet for our son and it took two and a half weeks before it was delivered and 10 telephone calls. A further 7 answer phone messages (asking them to consider some contribution towards cost of courier since it was their fault it had not been delivered before our son left for Cardiff) have simply been ignored. I have found Dell to be the most unresponsive company I have ever had to deal with and their attitude seems to be that one unhappy customer does not matter, there will be plenty others. At the very least I would like to warn the general public.
Sunday 30 August The order was first placed on
I accept there was an initial problem because the credit card company wrongly did not authorise payment and told us to reorder.By the time Dell emailed my son to say not to reorder, it was too late.
Wednesday 2 September my wife phoned and clarified position the position - 0844 444 4712. After two calls it was confirmed that order GB 0132 4427 87854 would be processed THAT day.
Thursday 3 September I had phone call from their delivery company to say delivery would be on Friday 4th morning.
Friday 4 September It did not come (I waited in all morning for nothing!) so I phoned and was told the order was not even being processed because payment had not been authorised (but the credit card company had authorised payment!). Despite promises I did not receive a call back that afternoon and the whole order was further delayed.
Saturday 5 September I phoned credit card company from Brixham branch of Abbey who gave me the authorisation code they had ALREADY given Dell, earlier in the week!
Monday 7th September I had to phone - yet again (0844 444 4712); the woman promised me someone would PHONE me back THAT SAME DAY. I suppose I was not surprised when it did not happen. I had already written a letter of complaint earlier that day - so put it in the post.
Thursday 10 September I was STILL WAITING for a call back!
Between Monday 7th and Thursday 10th I had another 2 conversations with credit card company, who actually telephoned Dell on 0844 444 4712 between the two calls. They told me that Dell had just cancelled the order altogether.
Friday 11 September is the first record on my phone bill of a call I made to Dell complaints on 0844 444 3331. I probably had received a call from that department in response to my letter (which is how I got that number) but despite promises, nothing registered on my Dell account for any order.
Monday 14 September Twice I had to call (11.58 am and 2.34pm) because the first call was not responded to despite my answer phone message.
Wednesday 16 September
And Thursday 17 September Further calls were required to get the order processed
Friday 18 September Eventually laptop was delivered
Sunday 20 September We had to use a courier to take laptop to our son. Fortunately we found someone who was already going Cardiff direction who did it for £50 rather than their usual price of £1 per mile (138 miles) VAT.
21,22 23 and 27 September 7 answer phone messages left with complaints department asking what
5,12 and 18 October. contribution Dell would make to courier costs (if they had done what was promised it would have arrived in time) Not even the courtesy of a return call! (That says it all about Dell!)
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