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General discussion

Dell Christmas Nightmare

Dec 23, 2009 5:10AM PST

I have never written this type of post, but I though folks should know how horrible Dell has been in the past few weeks.

I purchased a mini computer for my 9 year old daughter on November 30th. I was promised profusely that it would arrive in time for Christmas. When It had not arrived on December 17th, I called Dell and spoke with someone foreign who told me that the laptop would arrive on December 21st. Last night (dec 21st) no laptop. I went on line to check my order and one window says it was shipped another says it is delayed. I then began a loooong night of trying to get in touch with order support. I called the 800 number and waited for an hour. Someone came online and said he was in Technical support and could not help me. I begged him not to put me back on hold and he promised he would connect me directly. He put me back in the black hole and I waited another hour and finally gave up.

This morning I thought I would try the corporate headquarters and was again placed into the customer service black hole. I was transfered no less than four times and finally a nice Indian gentleman told me that my computer was delayed until next year. what happened to the w-mail Dell promises when this happens? Does Santa come in January for Dell? Oh by the way there was a nice apology from Dell on their website. It said that i could Print out a "holiday Dell Card" to put under my tree. Hmmmm.... Wonder what my daughter would think of Santa brining an e-card. Also I had to print out the card by December 20th. I guess those of us that waited until the 21st to check on our orders are just plain out of luck.

I then tried to cancel my order as I finally figured out that my daughter would not be getting her PC from Santa. I haved now called 4 times, sent 6 emails and still no help. The phone people keep transferring me from country to country and the hold times are exruciating. The response to my e-mail is that an escalation support person would be with me in 4 business days. That would make it around December 30th.

I even sent an e-mail to the CEO, Michael Dell. Doubt very much that this will even get looked at.

My family has used Dell for 10 years, but have really seen the service deteriorate in the past 3 years. Sorry to see a good company loose its reputation because they are too cheap to spend the money on customer service. Hey Dell how about putting some of those jobs back into our country.

Total time I have spent on this is about 10 hours. I make $53.00 per hour so at this point Dell owes me money.

Do yourself a favor go elsewhere. This company is no longer credible.

Discussion is locked

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I'm using amazon for those.
Dec 23, 2009 6:02AM PST
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I'm using Amazon for those
Dec 23, 2009 6:09AM PST

Luckily, Best Buy had one mini Asus laptop in stock so I bought that for her. Not sure about the Brand, but at least she will get the PC.

You are sure right though, Amazon has their customer service in great shape. Love them. Happy Holidays to you.

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Amazon didn't help me....
Dec 27, 2009 6:19AM PST

My Xmas gift is still listed as "Delivery estimate:December 21, 2009".

Thanks, Amazon.

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Did it ship?
Dec 27, 2009 7:44AM PST

One of my friends got the tracking number and it was not Amazon.com in error. The shipping company has it!