I have only myself to blame for this. Try as I might, I want to give this company my business. After all, they do carry great brand names, and at one time I even felt that their PC’s were top of the line. All of that said, I was again reminded today 11/10/08 why DELL, and it’s woeful customer service is just that. Woeful.
I do feel sorry for the guy whom had to listen to my frustration today. His job must be the worst.
After placing an order for a very expensive camera kit less than 48 hours ago over the weekend, and in the ad on the site, it clearly stated, “ships in 24hrs” . I do understand that this means normal business hours and I did place the order late on a Saturday, so a Monday ship date seemed reasonable, if the within 24hr ship time meant ANYTHING. This afternoon 11/10/08 at 2:33pm, I receive an email less than 48 hours since the order was placed, stating that a “delay” has caused the new “est.” ship date to become 11/17/08 ? Huh?? This is now looking like a 2 week to my doorstep issue, and frankly I could get the same item down the street for a few bucks more. Why wait 2 weeks maybe longer in DELL time….
I call up the order cancellation support number sent to me on the email literally within 40 minutes of receipt, and what does the guy tell me?? You got it! Sorry sir, I cannot help you. No one can! The order will be shipped when it ships and you have the “OPTION OF RETURNING” IT. So, why pray tell send me an email with the option on it to cancel?? A little fraudulent a statement huh? In the meantime, I pay the interest, and again my time, and money is wasted. All per the norm. Thank you again DELL. No one in this multibillion dollar company has the power to cancel a sub 1k order, according to this guy, and I am not allowed to speak to anyone else, oh, yeah, and after all of this!! I get hung up on! Yes, you got it, the ultimate kiss off. WOW.
How do people continue to deal with this company, well fool me once, and so on, and so on. I have been a fool for DELL for years. I am complaining because I foolishly believed that Mike Dell IS TURNING THIS SHIP AROUND. And even with the very recent ridiculous hours of nightmare calls with DELL CS that my father recently experienced, maybe things are gonna be better. How many times does a person get hit over the head before he say’s enough! Frankly, I have gone back to that well too many times. Make no mistake, I blame me. There are simply too many other choices, and I chose convenience over common sense. This is the last, regardless of this outcome.
6:30pm, 11/10/08, Oddly enough, after being told only a short few hours ago, and ever so emphatically by my ” knowledgeable customer support guy” that I could not reverse or change this order, nor could anyone else in DELL,, I received this E-Mail later in response from DELL,,
**Thank you for your response. Your order will be cancelled per your request. Please allow forty-eight (48) business hours for our website to reflect the update. If you have any further inquiries, please contact us either by email at us_dell_notify@dell.com or by phone at 1-877-868-3355.
Thank you,
Dell Inc. Notification Team **
By the way, the above 877-868-3355 number was the same order cancellation number provided to me in the first email informing me of the delayed delivery expectation. I simply do not understand. Everything about this process, has been one thing contradicting another. This company does not know whether it is coming or going. Also, it takes 5 minutes or less for them to show an order (when they are getting your money!) pending on their website, but up to 48 hours to cancel one? Uhh, yeah.
11/13/08
So, the Camera arrived on the day I actually originally expected for it to. Even after I was emailed and told it would not ship until the 17th, after the lengthy, exhausting customer service battle of the boy wonder explaining that there was no way I could cancel the order, and nothing he or anyone at DELL could do about it, and my order should be shipped at least by the 17th, unless something delays it further. Then of course recieving the email saying, “your order has been cancelled” Ok,, so it’s cancelled right??? Uhh,, Low and behold it arrives 5 days from the original date ordered. While all of this works out well, and I will be able to use it for my project, what I was put through was bullshit. Clearly there is a communication disconnect here. Was it worth it? Nothing was worth the exasperation of those phone calls, the hold time, and stupid and incorrect emails. Whatever.
