Many I find are unwilling to go get support from local businesses. In your case why not forget Dell and strike a deal with local businesses that will come when called to sort it all out?
Dear Dell Forum,
I have been greatly disappointed in the service that I received this evening. Below documents the events.
On Wednesday, May 26 at 12:53pm I contacted Dell was in response to the need for a new adapter and hard drive. I spoke with Roger (ext 7286040) and as I have a Dell warranty for next day delivery, he said that I would receive the items by Friday, May 28.
When I arrived home on May 28th, there was no package from Dell. I immediately called Dell and spoke to Frank. This was at 9:05pm. Frank informed me that the dispatch had been canceled on Wednesday as there was confusion regarding which adapter to send me and that Dell should have contacted me regarding this. I had not received any communication regarding this. Had I not called Dell, Dell would continue to not that they had not followed through with my order. I went on to ask Frank if they had sent the hard drive at least and he said that the entire dispatch had been canceled. Frank informed me that nothing could be done until Tuesday, June 1st and I wouldn?t receive the items until Wednesday, June 2nd at the earliest.
I explained that this is completely unacceptable as it was not my fault that Dell canceled the dispatch without communicating with me regarding the confusion.
I asked to speak with his supervisor and was put in touch with Salvador, a supervisor, who told me the same thing. Again, I said that this was unacceptable that I had to wait 7 days from my placing the call with Roger to have items delivered ?next day? per my warranty. It is not my fault that Dell made a mistake, that it was the weekend, or that Monday is a national holiday.
It is also unacceptable to be told that there no one that could solve this problem for 5 days (Friday-Tuesday) in the entire Dell Corporation.
I asked to speak to someone else, I was put in contact with Alex, another supervisor. I was told the same story (that no one could help me for 5 days) and I again explained that this was unacceptable, that they have broken the warranty contract that I have paid for, and I am now paying the price for having to wait 5 more days for help and 6-7 days for the items that I should have had in 1 day.
At 9:24pm, I was put on hold by Alex who said he would look into how to find a solution. At 9:45pm, Frank come on to verify my address and said that Alex and Salvador were looking into how to fix Dell?s error. I remained on hold for another ONE HOUR AND 15 MINUTES (until 11 pm) at which point I was hung up on. Being put on hold from 1:15 hours and then being hung up is as irresponsible as the customer service that I received earlier in the call.
5 more days without an adapter and hard drive is a significant problem for my work, completely haulting everything which just adds to the drama.
Their lack of ability to fix their problem and expect me to accept to wait another 5-7 days for a solution is in complete violation of the warranty that I have purchased. They continued to reflect their responsbility that Tuesday June 1st is the next business day and I continually had to remind that them today/Friday was next day business and it is not my fault that they erred in canceling my dispatch.
I would appreciate any help you can provide to this problem.