Hello everyone, here is the update from my experience of "Dell Hell".
To summarise this thread:
- I ordered a Dell Studio 17 on 17 Dec 09, there was a 500 euro discount as part of my offer
- Before the order, the sales page said delivery would take 2 weeks.
- After ordering, (minutes after seeing the date on the sales page) I was told delivery would take 2 months (09 Feb 2010)
- I called dell Customer Support, which informed me that the delivery would probably be around Jan 15
- The computer never shipped, and I waited until the delivery date in Feb (today).
- The new estimated date is in May 2010... That's almost half a year to ship a computer.
I called Dell again
Despite having been treated very poorly by Dell customer support during my last call (refused to pass me a manager, said only option is to cancel), I decided to call again. I got the same reply: It dosen't matter what element of your order is causing the delay, you have to make a new order.
I wanted 1 of 2 logical solutions:
■ For the "out of stock" hardware causing the delay to be replaced with other hardware and for the difference in price to be credited from/debited to my credit card.
■For the 500 euro discount to be applied to my "new" order. I don't really care how Dell's internal system works (having to cancel and order again), but to me this is the same order, and I want to have the original terms of payment applied.
...and maybe compensation for the 2 months lost waiting for nothing (which I soon realised is far beyond what Dell is willing to offer)
Very Rude Treatment
I was again greeted by agressive employees, who would cut me off during my sentences, and transfer me whilst I talked. They refused to pass me a manager, saying that "our managers do not talk to customers".
One Dell representative even said "This is how the Dell procedure works, we're not going to make an exception for one person", and I said "Is the Dell procedure to promise a laptop in two weeks, make customers wait for 2 months, renage on their terms of payment, force them to buy a WORSE computer for 500 euros MORE, or threaten them with having to cancel and thus waste two months? Surely this is an exceptional case and so I would like to speak with someone who can deal with this". They told me that no one can deal with it.
What the put me though in over 1 hour of phone conversations
■ Called "Customer Support", which transferred me to
■ Customer Support, Reception", transferred me to
■ Customer Service , transferred me to
■ Sales, transferred me to
■ Support, transferred me to
■ Customer Support, transferred me to
■ Sales, transferred me to
■ Customer Support, transferred me to
■ Sales Reception, transferred me to
■ Customer Support Reception, transferred me to
■ Sales, transferred me to
■ General Reception, transferred me to
■ Sales, transferred me to
■ Reception, transferred me to
■ Sales
... each time having to explain the situation again.
The last person kept insisting that I buy a worse computer for 500 euros MORE, as did all the others, and refused to pass me a manager or even consider any compensation for the hassel and wasted time.
After being passed around, treated with complete disrespect, I seem to have no choice but to cancel. I spent 1800 euros at Dell that I will now spend somewhere they treat their customers with more respect.
Am I biased against Dell? No - All of my last 3 computers have been Dell, I have recommended Dell to 4 friends and relatives that has resulted in 6 Dell purchases from them alone. Now I have really changed my mind and will never get a Dell again. I took the time to come back here and write in the hope that this post will help inform others of the hell that is Dell.
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