Dell forum

Rant

Horrible service and 2 lost/mangled orders!

by gaveupondell / October 10, 2013 3:12 AM PDT

You just can't make this stuff up. I tried to buy a Laptop (Inspiron 7000 series) from them.

While researching I had a couple of "live chats" about spec details. On both occasions the agents just made stuff up (example - repeatedly claiming the inspiron 15 7000 series has a vga port; or claiming I can get a bigger battery for the same laptop after purchase, neither were true).

9/26/2013 - After much research I placed an order online for a Dell Inspiron 7000 series laptop with i7 4th gen and 16Gb RAM (Order #1). I got a confirmation email with a Dell Purchase ID number.

9/27/2013 -I misread the delivery date so I called customer service the next day to clarify - only to be told they had no record of my order!

Customer service/order modification kept asking me for the order ID and customer ID which weren't on the confirmation email. They kept telling me I didn't place the order, and when I offered to forward the confirmation email they said they couldn't receive emails.

Twice I was promised a call back that didn't happen. First time I was told it would be in 30 minutes max, nobody called in 3 hours. 2nd time I was promised a call back at 6PM ... it was more like 8PM.

By this time I am now on my 6th representative having spent 2 hours on 2 phone calls with their mind-numbing customer service/order modification departments.

I eventually get a call back and consent (yes I know, It was a moment of weakness) to repeating the order over the phone. This time the representative can see some details of the order (not sure why they couldn't before). I point out that since it has taken much of my time to fix their error I expect them to (a) honor the original delivery date and (b) give me some money off. After another call (I had to ring off for an appointment) they eventually took $100 off and promised to "ask" production to expedite it. They also offered free overnight shipping. So I went ahead and ordered (order #2).

I get another confirmation email. This time when I log on to the website it has the details of my order. In ?1 day? it shows status of "in production" estimated delivery October 9. That's a week after my prior order delivery date placed the day before. I decide to be patient.

10/9/2013 - the supposed DELIVERY date. I get an email, then a phone call from DELL.

The email says: "Dear Customer, We wanted to let you know that there is a delay with one or more items in your order. Based on the latest available information, we have adjusted your Estimated Delivery Date and your order is now projected to reach you on or before 10/17/2013."

The Phone call says they are very sorry but the order had some "illegal parts" and I have to cancel the original order and enter a new order. Asking her about the illegal parts she has no details and just keeps restating the same thing. I say I don't want to proceed until I know what's changing, and if nothing is changing, why are they calling me? She promises to send me the updated spec via email. Of course it never arrives.

About an hour later I get another call. Very sorry to inform me but there is a problem with my order (deja vue anyone?). When I ask if this is a repeat, crossed wires , or actual new information it turns out that the computers are OUT OF STOCK! and we have to cancel and reorder (why cancel and reorder ???). At this point I explain that I am through with Dell and I want to cancel. The reps says he will go ahead and cancel... then hangs up on me!!

In a few minutes I get an email telling me "Dear Customer, Thank you for choosing Dell! We're pleased to send you this order confirmation containing details and Estimated Delivery Date for what you've ordered" - with the 10/17 date!!

At this point I have had enough!!

I call DELL to cancel the order properly. The phone system gives me an option to cancel an order. So I choose that. "Sorry, I didn't quite get that" and then expands the list of options. And so it goes until I get to customer services. I go through the details, they ask for my order number, then they tell me they need to transfer me to the "Sales Return Specialist Queue". I eventually get connected to an actually helpful person - and I cancel and get the confirmation email of that. I still have to wait 24 hours to make sure they return my money!!

So ... if you have read to this point, you can see that I just cannot ever recommend Dell to anyone again. If they make it that hard to spend money on them, goodness knows how much more trouble i will be if you have an actual problem!

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