I didn't see it in your post, but have you tried online chat. I think its for sales but someone told me to try with online chat instead of calling. My order had been cancelled so I started an online chat session this morning to find out why. They checked all 3 of my orders, told me they had no idea why they were cancelled and would complete the orders for me and I would get an email within 2 hours. I work nights so after the chat I went to bed. When I woke up at 6pm I had 3 emails for my 3 orders and all 3 orders now have a status of in-production. The guy was very helpful, and friendly and actually did what he said he would do. Give it a try as a last resort I guess.
I have to say that I?m in shock over the treatment I have received by Dell over the last 2 months. That?s when I placed my order for the laptop I still haven?t received?
I work for a large oil company that uses all Dell computers. I have always loved my computer at work and after a bad experience last year in trying to order a new computer from Dell; I finally decided to try again this year. On 2/24/10, I placed an order for a new laptop with Dell. I was given an estimated delivery date of 3/13/10. I logged on to check my order status on 3/1/10 and found that my order had been canceled? I called Dell to find out why and they apologized for the mistake and re-instated my order, (they had no explanation for why my order was canceled), guaranteeing my delivery date would not change; it changed to 3/30/10. I called again and was passed around to at least 6 different people, who spoke VERY little English, transferred and hung up on in mid-sentence and then told that a supervisor would call me; that never happened. I called again and was told that there was no supervisor available and nothing could be done. I still didn?t give up; the next person I talked to said they would have my order expedited and would call me with confirmation; that never happened. I called again and asked if these notes were reference in my account; they weren't. I asked if I could have a case number for my complaint, I was told that there wouldn't be a case because there was nothing they could do.
I waited until the 3/30 date. On 3/30, my delivery date was changed online to 4/6. I called again and after being disconnected 3 more times, I spoke to "Rachel". She was very rude and would not transfer me to her supervisor who she said was "Shane Dawson". Called back and asked for Shane and was told no one works there by that name. Again, I waited to receive my order on 4/6, when I logged in on 4/5 to see if it was shipped, I see that my latest and greatest date was now 4/13. I spoke to someone named Gaurav and was told that I should either cancel my order or order something else!
So far, I have made over 25 calls to Dell customer service. I have been hung up on, transferred in mid-sentence, and flat out told that there is nothing to be done. Two people there have encouraged me to cancel my order!
I have no idea what to do to get a computer from Dell... The Customer Service department seems to be trained to tell you that they can't do anything to help you. I had a similar situation happened to me last year when I tried to order a Dell Laptop; I ended up canceling. It that my only option? I've been waiting almost 2 months for a computer that had an estimated delivery period of 17 days.
That was the email I sent to every email address I could find for Dell 4/6/10.
A couple of days later, I received a phone call from someone named ?Monca?. She was from the ?resolution team? and she explained to me that my parts were not available. I find that hard to believe after being given the run-around for so long, but still good information that I hadn?t gotten before. She told me that she was going to contact the production team and get it straightened out and would call me the next day. She called the next day and ?GUARANTEED? that my parts would be in and the computer would be shipped with a new delivery date of 4/20. I received a call from ?Monca? yesterday 4/20 to inform me that ?she was unable to e-mail the production team and my order was canceled?. WHAT? I have been trying very hard to be nice and understanding, but this is TOO much! I asked to speak to her supervisor and of course, he wasn?t available, but he would call me back. I insisted that the computer be shipped immediately and she told me she would do her best. What is that? Her supervisor called me today; his name is ?Nirmal?. He was super helpful. Basically he told me that this is a new order and has the standard delivery date expected when you place a new order. I NEVER CANCELED MY FIRST TWO ORDERS! Apparently, he is the owner of Dell, because he told me he has no supervisor. What exactly does a person have to do to get a computer from Dell? I ended my conversation with him at a total loss. Does Dell teach their employees to make their customers feel like total idiots for expecting the product that they order to actually be delivered?
Could someone please help me?