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I ordered an MP3 player from Dell at the start of August. They were offering a price that was a few pounds cheaper - nothing fantastic. Then the confirmation came, with a delivery a month later!!!
And when I said I wanted to cancel, they say it's not possible, I'd have to arrange a return.
But why is it not possible?
It isn't a computer. They aren't building it for me.
Are they so incompetent they can't cancel an order weeks in advance? And if they are so overwhelmed with demand, can't they just send "my" order to some other customer.
Why Dell use CIT Group in Ireland is beyond me. Not that i am talking about the distance, but the fact that i have written to them, asking for my balance, on whats I owe them basically as i want to pay this debt off!! Does no one work at this place? Maybe if i cancel the direct debit they will soon get in touch!! Load of wasters
I ordered Dell XPS M1530 laptop. Date of order: June 27, 2008. I live in Sweden.
Sells Department manager (his name is Henrik Heinze) promised me that my laptop will be delivered not later than July 11 (two weeks after order).
I really needed this laptop because I had to leave Sweden July 11. I had been waiting until the last minute. I called to the customer service July 11, and they said: "Your laptop will not be delivered today, because it is not shipped yet". I was very disappointed about that.
When I was on my way to airport, Henrik called me and said: "Actually, you laptop is almost delivered, but courier can't find your address. If you want you can contact them directly to pick it up...". Of course he lied, because he knew that I didn't have time for that. It was deception. I left Sweden without my laptop
I returned back to Sweden after 10 days - July 21. And my laptop was not still delivered. I got the message from Dell that delivery is delayed and delivery date is changed to August 6. I called them and they said: "Your delivery address is changed, we got message from Henrik Heinze about this". But I did NOT ask to do that! Furthermore, they can not believe you directly, so I needed to ask Henrik leave my address as it was before. He said: "I did not send any e-mails about changing your address". But other his colleagues said he did.
Well, these days I'm calling to Dell every day, and every day they promise me to deliver my laptop tomorrow. I'm still waiting for my laptop. I've lost money because of that.
I'm very disappointed about such a bad service and their lie. I'm full with their promises. If I knew that Dell has such terrible service, I would never order laptop from them.
My experience with Dell was very pleasant up until it was time to update my computer. I ordered a new PC as well as a monitor that I was very excited about. It was back ordered by 6 weeks but I was okay with that since it would still arrive in time for my needs. I noticed on the Dell website that the wrong color was marked to be shipped to me so I called Dell and had it fixed. Nonetheless, 6 weeks later, a black (I had specifically ordered silver) monitor arrived. When I called Dell, expecting superior customer service, I was told that it was my fault and the monitor was "midnight grey" not black (when the box said it was). This was so infuriating! After talking to multiple Dell reps, they agreed to ship me a new monitor after I shipped the old one back. So I did, and in came ANOTHER black monitor - and i had to wait another 6 weeks to receive it. We tried it again, but this time they allowed me to keep the 2nd monitor until I rec'd the third one, and again came my 3rd black monitor at which point I returned both and it took them over three months to get me my refund due to Dell incorrectly labeling my return/exchange. What a nightmare. I am NEVER ordering from Dell again. It would have been different had they taken responsibility for their mistakes but no one did, out of the 16 reps I spoke to throughout the process. Just absolutely ridiculous. I hope they are working on their customer service because it needs major help. Also did not appreciate the surveys they sent me after EVERY call.
All my computers have come from DELL, so it was a natural thing to order my next notebook (Dell XPS1330) from them. What a nightmare. Point of Sale did not work, got transferred to India, they were rubbish. 2 weeks later advised the order will be delayed for additional 6 weeks! Apparently a lack of components, so tried contacting the CEO to say it was ridiculous that they were accepting the orders in the 1st place. Got palmed off to a "customer services executive", big title but no clout. Achieved very little, after many exchanges, so cancelled the order. A poor show all round. Converting to Sony or HP
I have been reading a few blags about Dell, and wish to record my feelings.
I, and my immediate family have bought five laptops from Dell this year and apart from a replacement battery (exploding Sony cells) we have had no problems.
Regarding India, I sought a price reduction last year on an Axim X51v (and got it) and had a couple of phone calls from India. I must say I didn't realise that the calls were from India until I read the TZ info in one of the confirmatory emails I received. I thought that I was talking to the US of A by the accent, although the name should have given it away.
I also have dealt with Dell from a professional point of view. One of my Clients has installed about 1000 Dell desktops and a fair number of laptops. Yes, there have been problems with a few, but no more than I would expect.
In my experience Dell have always been able to react to support requests in an adequate and timely manner and I have found that communications with their staff has been good.
After working as a Dell Sales Rep. last summer,I saw firsthand that this company is only intrested in money,money and money.Forget about Tech Support.You only get India. We were contract employees at a kiosk. The Dell people were never around to help during Holidays,Weekends and peak periods.Howeveer they did come in on occasion to manipulate sales figures to make themselves look good.
have bought a computer from dell about a month ago.
Now iam having severe problems with my computer.
I call up the software support and they say that i have to pay a fee of £60 .
I said that i still have the guarantee and he said that the guarantee is only for the hardware and not for the software!!!
This is the most shocking part .
I said that there are thousands of advertisements of dell every day and it says that there is a guarantee.
So i asked them how will a new customer know that the guarantee is only for hardware and not for software .
I think that this is cheating/u] and fraud.
New customers please be aware that if you are buying a new computer from dell and if you have any problems then dell software support will always be there not to help you as the guarantee is only for the hardware and not for the software i.e if your monitor is not functioning then they replace it or repair it.
But if there is a problem with your computer i.e the software part you have to pay for it.
PLEASE BE AWARE AND SPREAD THIS MESSAGE!!!!
The motherboard of my Dimension PC (the offer with double memory and free printer)was dead on arrival. It took over a fortnight to sort out a replacement. Sparing you the grizly details, the upshot is: staff at the outsourced call centre in Bangalore try their hardest to deliver a good service. Their hands are tied by processes laid down by their big US parent company who don't have the incentive to look after individual home user customers. Dell puts all its effort into marketing and taking money as quickly as possible and pay lipservice to its much vaunted (by Dell itself) customer service. Good products when they work but oh, Allah help you if the products go wrong...never again will I buy Dell if I can help it.
Bourght a Inspiron 6000 with free double memory, free delivery and ATI X300 PCI-Express graphics(Runs Star wars Battle Front as good as my ex desktop). It took from a friday when ordered online to the following Friday when it got left at a neighbours house ( as the driver couldnt be bothered to ring the door bell of my house ?). The amazing thing was (and Im not exagerating )that DELL phoned me to ASK ME wich day would be convienient for ME to take delivery. Who would of thought in the imformation technology age a (computer)company would phone me (a mere customer)and ask me if it was convienient. I still have a bump on my head where I hit the door handle as I collapsed in shock. Anyway so far so good. The free DELL/lexmark printer arrived a few days later after I asked Dell were it was (Yes its crap but free crap) Ebay full of them, new in Dell box. So as a former customer of EBUYER-(God help their customers with returns) how can I not recommend them upto now..
PS dont waste your money on the extended warranties. Go to your local computer shop when out of manufactuers 12 mth warrantie.
i purchased a computer off dell over the phone and was told the price included FREE double memory and free delivery. when i recieved my pc it didnt have double memory and i had been charged £50 for delivery. I have rang the account manager 3 times and e-mailed him each time he says he will ring me back but doesnt.
My complaint is with my online order. I ordered an MP3 for 193.00 dollars with was taken from my account. It was guaranteed that my product would be delivered in 3 to 4 days. I had to arrange for a neighbor to stay home because when I came early from work the previous day, I missed the UPS delivery. Well, I was very excited because I start running for my Marathon tomorrow , Wednesday, Sept. 14th, and thought I'd have my MP3. The package was successfully delivered today, Tues. Sept 13th. I opened the DELL BOX and to my surprise, there was not anything in it but an MP3 brochure. There WAS NOT AN MP3 IN THE BOX. I thought, interesting. Needless to say I'm a very very dissatisfied DELL customer. Of course I called in and the rep says, they'll send another one in 3 to 4 more days, but it defeats the purpose. I needed it for the marathon. I'm more than disappointed, because the box was not tampered with. It seems that DELL FORGOT to place the product in the box. But DELL didn't forget to charge my account for the MP3. Dell also refused any credit or gift card for the inconvenience and horrible service. I have to admit, this is the most expensive BOX I have ever purchased.
I am the purchasing officer for a local council and have been dealing with Dell for many years, but recently the service has got to be so bad i just need to warn people about it.
here is one example, i ordered 6 lap tops which is quite normal, but the driver who delivered them only had 5 on board. I made an adjustment to the delivery note and waited for two weeks to recieve the replacement. however the driver had changed the delivery note back once hed left which i later found out. I called Dell to request a replacement only to be told again and again by their customer services team(i use the words loosely) that they had no record of a missing lap top and the delivery notes were fine. After listening to this excuse for a further 3 weeks, i rang the couriers to get the delivery note myslef, which i did i 5 mins, and the manager of the courier told me that it looked like the sheet had been tampered with. This was now 5 weeks ago and i am still waiting, even after sending the delivery note, and passing on the couriers acceptance that there was suspicion on the sheet. Do you think i will ever get the lap top, well i will keep on trying.
As for there data entry people, if you ever fax an order they employ a string of chimpanzees to put the orders on there systems, these chimps cannot understand the difference between a 3 and a 15. However one good thing i will say about Dell is they are very prompt to send you an invoice, even if you have never ordered it. Dont even get me started on Deliverys to the wrong address, i have even had pc's delivered to me meant for someone in scotland and im in london.
Being a high level customer you would think that we get special service, well we do, incompetence, poor customer care and a lack of any real service. Trust me i have had more dealings with this company than many of you have eaten macdonalds, and i can assure you that all the people that say what a wonderful service they had is a fluke, even Dell can get it right sometimes, but like russian roulette, you have the gun dare you pull the trigger.
I bought a new laptop from them over the net! Came with a new printer etc.(Trial Cartridges). Cartridges ran out of ink. Re-ordered but the wrong ones were sent (maybe my mistake)Tried to exchange, sent e-mail after e-mail. Was categoricaly told they will not refund or exchange. The printer is now in 1000 pieces(fell against the wall)and when the laptop packs up it will suffer the same fate. I am sick and tired of dealing with Bombay when we live in the UK. I will also never use another Dell product. Even if it was for free.
I bought a new computer from Dell about 6 months ago and have never had a problem with the computer (touch wood) or Dell's service.
I ordered the computer and they said it would arrived in 2 to 4 weeks. It arrived 3 days later. I was very pleased that it was neatly boxed up and had all the bits I requested. Full manuals explaining where everything went.
I was able to build a computer to my specifications. The helpmarks explained the details to me. Dell included a lot of software with the computer and if you ask, someone will come and set it up for you ^_^
They phoned me about a month after the delivery to check up on how the computer was going and try to sell me some software.
The staff were very helpful and even arranged 'buy now pay later' for me and an option to pay in instalments when the time came.
I would reccommend this company to anyone and I have ^_^
Ordered a PDA in Feb, this was delivered in March but it was wrong item. Contacted Dell, they said they would re-order the correct item and arrange collection of the incorrect item. Gave them my work address to collect from and they confirmed the date. No-one turned up despite me ringing that afternoon to confirm the date. Unfortunately, Dell's customer call centre is based in India and they dont seem to know what day of the week it is. So the PDA was not collected and I didn't hear from them again until June, when I told them they had collected it (I had sold the original PDA on Ebay at this point), didn't hear from them again until last week when a courier turned up to collect it, but I had heard nothing direct from Dell.
I tried ringing their head office in Dublin to complain and was put through to India again!. They do not answer your e-mails, they dont turn up when they say they will and their customer service is seriously lacking. No communication skills whatsoever. I would NEVER recommend Dell to anyone - absolutely useless
I signed up for 24 hour call out.No replies to emails within 48 hours. When I phoned on the 3rd day service was promised within 24 hours. Stayed in all day. Nobody arrived. Polite call centre could not give any information on where engineer was. Call centre probably in India.
Dell Support is sh1te.
After sending me a faulty machine and eventually picking it up to be repaired, tracking the progress of the repair down was a rather painful & tedious process. I spent about 2 weeks every day talking to random people in some Asian office who knew nothing about the status of the repair (in fact they new nothing about much at all). The general communication problems experienced enhanced my dislike of overseas call centres.
Add a comment about this blagger
Visitors to the site are reminded that the details contained within user comments are uncorroborated and as such should not be read as fact but as the opinion of the person who left the comment.
Comments:
And when I said I wanted to cancel, they say it's not possible, I'd have to arrange a return.
But why is it not possible?
It isn't a computer. They aren't building it for me.
Are they so incompetent they can't cancel an order weeks in advance? And if they are so overwhelmed with demand, can't they just send "my" order to some other customer.
Sells Department manager (his name is Henrik Heinze) promised me that my laptop will be delivered not later than July 11 (two weeks after order).
I really needed this laptop because I had to leave Sweden July 11. I had been waiting until the last minute. I called to the customer service July 11, and they said: "Your laptop will not be delivered today, because it is not shipped yet". I was very disappointed about that.
When I was on my way to airport, Henrik called me and said: "Actually, you laptop is almost delivered, but courier can't find your address. If you want you can contact them directly to pick it up...". Of course he lied, because he knew that I didn't have time for that. It was deception. I left Sweden without my laptop
I returned back to Sweden after 10 days - July 21. And my laptop was not still delivered. I got the message from Dell that delivery is delayed and delivery date is changed to August 6. I called them and they said: "Your delivery address is changed, we got message from Henrik Heinze about this". But I did NOT ask to do that! Furthermore, they can not believe you directly, so I needed to ask Henrik leave my address as it was before. He said: "I did not send any e-mails about changing your address". But other his colleagues said he did.
Well, these days I'm calling to Dell every day, and every day they promise me to deliver my laptop tomorrow. I'm still waiting for my laptop. I've lost money because of that.
I'm very disappointed about such a bad service and their lie. I'm full with their promises. If I knew that Dell has such terrible service, I would never order laptop from them.
I, and my immediate family have bought five laptops from Dell this year and apart from a replacement battery (exploding Sony cells) we have had no problems.
Regarding India, I sought a price reduction last year on an Axim X51v (and got it) and had a couple of phone calls from India. I must say I didn't realise that the calls were from India until I read the TZ info in one of the confirmatory emails I received. I thought that I was talking to the US of A by the accent, although the name should have given it away.
I also have dealt with Dell from a professional point of view. One of my Clients has installed about 1000 Dell desktops and a fair number of laptops. Yes, there have been problems with a few, but no more than I would expect.
In my experience Dell have always been able to react to support requests in an adequate and timely manner and I have found that communications with their staff has been good.
melecerties at 5th Sep 2006, 12:47PM
Now iam having severe problems with my computer.
I call up the software support and they say that i have to pay a fee of £60 .
I said that i still have the guarantee and he said that the guarantee is only for the hardware and not for the software!!!
This is the most shocking part .
I said that there are thousands of advertisements of dell every day and it says that there is a guarantee.
So i asked them how will a new customer know that the guarantee is only for hardware and not for software .
I think that this is cheating/u] and fraud.
New customers please be aware that if you are buying a new computer from dell and if you have any problems then dell software support will always be there not to help you as the guarantee is only for the hardware and not for the software i.e if your monitor is not functioning then they replace it or repair it.
But if there is a problem with your computer i.e the software part you have to pay for it.
PLEASE BE AWARE AND SPREAD THIS MESSAGE!!!!
PS dont waste your money on the extended warranties. Go to your local computer shop when out of manufactuers 12 mth warrantie.
I am the purchasing officer for a local council and have been dealing with Dell for many years, but recently the service has got to be so bad i just need to warn people about it.
here is one example, i ordered 6 lap tops which is quite normal, but the driver who delivered them only had 5 on board. I made an adjustment to the delivery note and waited for two weeks to recieve the replacement. however the driver had changed the delivery note back once hed left which i later found out. I called Dell to request a replacement only to be told again and again by their customer services team(i use the words loosely) that they had no record of a missing lap top and the delivery notes were fine. After listening to this excuse for a further 3 weeks, i rang the couriers to get the delivery note myslef, which i did i 5 mins, and the manager of the courier told me that it looked like the sheet had been tampered with. This was now 5 weeks ago and i am still waiting, even after sending the delivery note, and passing on the couriers acceptance that there was suspicion on the sheet. Do you think i will ever get the lap top, well i will keep on trying.
As for there data entry people, if you ever fax an order they employ a string of chimpanzees to put the orders on there systems, these chimps cannot understand the difference between a 3 and a 15. However one good thing i will say about Dell is they are very prompt to send you an invoice, even if you have never ordered it. Dont even get me started on Deliverys to the wrong address, i have even had pc's delivered to me meant for someone in scotland and im in london.
Being a high level customer you would think that we get special service, well we do, incompetence, poor customer care and a lack of any real service. Trust me i have had more dealings with this company than many of you have eaten macdonalds, and i can assure you that all the people that say what a wonderful service they had is a fluke, even Dell can get it right sometimes, but like russian roulette, you have the gun dare you pull the trigger.
You have been warned.
I ordered the computer and they said it would arrived in 2 to 4 weeks. It arrived 3 days later. I was very pleased that it was neatly boxed up and had all the bits I requested. Full manuals explaining where everything went.
I was able to build a computer to my specifications. The helpmarks explained the details to me. Dell included a lot of software with the computer and if you ask, someone will come and set it up for you ^_^
They phoned me about a month after the delivery to check up on how the computer was going and try to sell me some software.
The staff were very helpful and even arranged 'buy now pay later' for me and an option to pay in instalments when the time came.
I would reccommend this company to anyone and I have ^_^
Call centre response was awful.
Failed to replace laptop as required by law.
Now contacted Trading Standards
I tried ringing their head office in Dublin to complain and was put through to India again!. They do not answer your e-mails, they dont turn up when they say they will and their customer service is seriously lacking. No communication skills whatsoever. I would NEVER recommend Dell to anyone - absolutely useless
Despite great expense of enhanced service I have not heard from them despite daily mails to both technical and customer services for 2 months!!!!!
How bad is that!!!!!
Give me the refund I deserve or I will be on a mission to colapse Dell using my Inspiron (with unresolvable software set up problems)
View to get the background: http://www.stuffmagazine.co.uk/mainforum.asp?messageID=650&messagesectionID=2&threadID=650
He Haw at 11th Jan 2004, 01:48PM
simonclanmorris at 4th Dec 2003, 07:07PM
After sending me a faulty machine and eventually picking it up to be repaired, tracking the progress of the repair down was a rather painful & tedious process. I spent about 2 weeks every day talking to random people in some Asian office who knew nothing about the status of the repair (in fact they new nothing about much at all). The general communication problems experienced enhanced my dislike of overseas call centres.
kara at 19th Nov 2003, 05:59PM
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