Dell customer service lies, don't buy a Dell.

KenM · 26th June 2006, 09:27 PM

I ordered a Dell laptop a couple of weeks back. They said it would ship on the 23rd, I called on the 23rd and they said it was delayed. But for my trouble, they would ship it out next day air. I got an eamil from they saying it would be shipping out the 26th. I check the UPS tracking number and find out it was shipped out ground, going to get it on the 28. Thats not next day air. I call Dell and they said they did not have time to change it because it shipped out so soon after they said they would change it. They basically said tough luck.
Why do companies get away with lieing to customers like this? If I did that at my job I would be fired. I put in a complant with the BBB.

stevelabny · 26th June 2006, 09:38 PM

So they sent it out one business day after they said they would and you're upset?

They had no obligation to send it out next day air in the first place, as most customers wouldnt even know that their package was sent out a day "late" (I bet that the shipping date was not guaranteed) until at least two-three days later when they expected their package to arrive and it hadn't.

And since UPS ground has a delivery range, and your package will almost assuredly be delivered in the original June 23 window... you have no leg to stand on.

Nice to bash a company for no reason, and waste the time of the BBB who would be better served with a real complaint.

My biggest problem with Dell is their foreign customer service that can't understand Brooklyn accents. But I once got a lemon from them, and they overnighted me a new one before I even returned the old one.

Bobitron · 26th June 2006, 10:12 PM

I'm sure the person on the phone wasn't deliberately lying to you. They made some promises based on the information they had and weren't able to keep them.

Basically, they looked at a screen that said your order was delayed as of the 23rd, probably because of Dell's parts procurement methods. The person decided to make an accomodation for the trouble and either neglected to change the shipping method or there was an error in the warehouse as to how it went out. It did ship out by ground within 3 days of the original quote and is due to arrive by the 28th, which is pretty quick. Most companies quote 4-6 business days for ground delivery anyhow.

There is nothing more frustrating than spending a boatload of money and having nothing to show for it, and errors on the side of your dealer can make that even worse. But we're talking minor problems here.

The BBB has nothing to do with this sort of thing. I agree that it really won't resolve anything to advise them of the situation.

KenM · 26th June 2006, 10:13 PM

I'm upset because they did not send it out next day air like I was promised. As a customer I was told thats the way it would be and they did not deliver on that promise.

trancejeremy · 26th June 2006, 11:35 PM

So you're upset you are getting it the 28th instead of the 27th? While I can see you might be eager for your new toy, it's only a day. If you wanted it quicker, you shouldn't have bought mail order in the first place.

KenM · 27th June 2006, 12:58 AM

Quote:

Originally Posted by trancejeremy

So you're upset you are getting it the 28th instead of the 27th? While I can see you might be eager for your new toy, it's only a day. If you wanted it quicker, you shouldn't have bought mail order in the first place.

I'm upset that the company I paid $1000.00 for a laptop told me that they would ship it out next day air. Then they did not do what they siad they would do to please a customer. I'm upset that a company would lie to a customer. I don't really care if I get my new toy on the 27 or the 28, its the principal of them deciving a customer.

Flexor the Mighty! · 27th June 2006, 01:57 AM

I do have to admit that my one experience with Dell, getting a non-techie buddies lemon computer fixed or replaced, was Packard-Bellish in it's absurdity. It took about 6 months before he was able to get a replacement machine sent to him. The thing that kills me is I hear thier service department is worse now. That is scary.

A guy at work had some problems with his laptop and he said it didn't go well, but they gave him enough 90 dollar coupons to placate him.

Vocenoctum · 27th June 2006, 02:34 AM

Quote:

Originally Posted by KenM

I'm upset that the company I paid $1000.00 for a laptop told me that they would ship it out next day air. Then they did not do what they siad they would do to please a customer. I'm upset that a company would lie to a customer. I don't really care if I get my new toy on the 27 or the 28, its the principal of them deciving a customer.

FWIW, my experience with Dell 4 years ago.
Paid for Next Day, they charged me but shipped ground.
Received the desktop, the motherboard had shifted and the PCI cards were all loose in the box.

Called customer service, sat on hold for half an hour. Then a recording comes on, says "sorry, we're closed, please call back" and drops me.

Eventually I got the refund for the shipping, but it left me with the impression that Dell is not a coordinated company at all and can't be counted on to do any of what they say.

I got a laptop from HP, everything went fine.

Bobitron · 27th June 2006, 03:35 AM

For every story that is negative, there are probably five times the amount of people who are neutral and another one who had a great experience. I've purchased two computers from Dell, both positive experiences, and dealt with them once on the customer service end and had average results.

The most vocal people regarding any company are those who are disappointed. That's just the way it works.

**Umbran** · 27th June 2006, 03:51 AM

Quote:

Originally Posted by KenM

... its the principal of them deciving a customer.

Deception implies intent. There's a difference between lying and saying you'll do a thing, and then finding out you can't. it is the difference between lying, and beign a bit inefficient.

In any supply chain, there's a delay between when data is entered and when the chain can respond - in this case, it is entirely possible that the rep put in to have the thing shipped next day air, but it was too late to make the change.

Andreas · 27th June 2006, 06:39 AM

I feel your pain...

KenM · 27th June 2006, 10:59 AM

Quote:

Originally Posted by Umbran

Deception implies intent. There's a difference between lying and saying you'll do a thing, and then finding out you can't. it is the difference between lying, and beign a bit inefficient.

In any supply chain, there's a delay between when data is entered and when the chain can respond - in this case, it is entirely possible that the rep put in to have the thing shipped next day air, but it was too late to make the change.

Thats what Dell told me when I callled them yesterday. But they did not tell me "if it ships out later then expected, we will ship it out next day air." I was told "we will ship it out next day air.". If the company could not do something for a customer, then they should not have told the customer they could have done so.

Trainz · 27th June 2006, 12:42 PM

I work in a retail store.

Once, a customer ordered a part, and had to wait 2 years because of the the supplier. Not our fault.

2 years man. You waited 1 day.

nerfherder · 27th June 2006, 02:57 PM

Quote:

Originally Posted by KenM

Why do companies get away with lieing to customers like this?

I think you'll find the answer to be the same as that for "why do women lie to me?" and "why did my cousin lie to me?", but since you don't seem to like that answer, I predict you'll continue to ignore it and keep asking "why?".

Cheers,
Liam

d20Dwarf · 27th June 2006, 03:22 PM

I bought my laptop from Dell and have had it serviced, and have never had anything but exemplary experiences. Although as a small business customer, maybe I get preferential treatment...