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WHY NOT TO BUY A DELL XPS
I finally have become so frustrated I've canceled my order for the XPS 1530. My laptop was ordered on Dec. 11th with a ship date of Dec. 26th. On Dec. 26th I got an order delay notice my order wouldn't be shipped until Jan 4th. On Jan 4th I found out only by checking the site my order was delayed again until Jan 11th. Well, low and behold today I find out by checking the site my order won't ship until Jan 18th. I've called Dell customer support a number of times over the past MONTH and have gotten all different reasons from Dell's call centers in India and numerous other countries why it's delayed. I was told it would be expedited and promised a call back and NOTHING. Not even a call back as to why my order wasn't shipped. I've always bought Dell in the past but I won't be ever buying another computer again. It's been a truly disappointing experience from Dell and its customer support.
Be warned even though their site says nothing is back ordered for these laptops something just isn't working for them.
- Looking at other posts it seems there is no connection between when you order and how soon you get it delivered. I understand the XPS M1530 is a hot seller. I understand because it's a hot seller the supply can't always meet the demand. What I can't understand is why there seems to be no order of precedence. They seem to ship them out randomly instead of based on who ordered first. Maybe if Dell manufactured its laptops here in the USA they would know more about what's going on with them and solve these shipping issues in a more timely manner.
- It's been my experience that in the last quarter the online tracking system has been very unreliable. My 1530 was ordered on 14/12 had an ETA of 24/12 then that blew out to 17/1. It arrived on 31/12 but was still showing ETA of 17/1 so obviously it's not being updated frequently enough. I've seen the same when tracking orders at work, makes it very hard to know when they will arrive.
Danielw2599
34 Posts
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Posted January 12th, 2008 08:00
I understand your frustration, but you say that you have bought DELLs in the past but because of this one bad experience you will never buy DELL again. Thats pretty poor on your part imo.- It really shouldn't take more than one negative experience to lose an otherwise loyal customer. There are tons of quotes that address this same issue...
"Fool me once, shame on you... Fool me twice, shame on me"
"If we don't take care of our customers, someone else will"
"Customers don't expect you to be perfect. They do expect you to fix things when they go wrong"
"Well done is better than well said"
"Although your customers won't love you if you give bad customer service, your competitors will"
"Customer complaints are the schoolbook from which we learn"
"It takes months or years to find a customer... Seconds to lose one. Hold on tight"
Or, as President Bush said: http://www.youtube.com/watch?v=eKgPY1adc0A - Well, I'm glad to see someone else gets it. It's not that I didn't give them ample oppurtunities to fix the problem. I had at least 4 cases open with them regarding this. Dell just seems to have lost their way when it comes to customer care. My personal opinion is the root cause of these issues is all their customer support is now overseas. Not surprisingly the only group in the US is sales. This tells me Dell is willing to spend when it comes to getting us to buy a product but after they get your bucks it doesn't matter anymore.
- You have the perfect right to stop buying Dell computers. So now you have made that decision, move on. you threw your opionion out here on the forum and a few people have read it. That's kewl. I have had all kinds of personal computers going back to the 80's when they came into existence, but the two brands that I have lots of experience with are Gateway and Dell. I quit buying Gateway about 7 years ago and switched to Dell. Why? Better prices, better machines, and better customer care. Yes, my god I said, better customer care. Overall Dell is not at the top of the CC chart, but they aren't at the bottom either. Every once in a while something is going to happen to upset a customer and the great thing is that you can change your mind on what you want and buy another brand. That's what I did when I changed from Gateway to Dell. I didn't go on their website and cry about any miss-treatment I got, I made my voice heard by buying something else.I read a lot of forums and it seems the big thing is I didn't get the care I should have or the company wronged me in some way. And, you see the tears flowing enough to where my keyboard gets wet. Grow up and handle your problems direct with them.I was under the impression this form was to disuss problems you have with a system you already own. To dicuss these issues and help each other solve them.Dell had some issues this past year, they recognized them and have taken steps to correct them. In corporation as large as that things don't happen overnight. Taken as a whole Dell is a rather good company attempting to do the right thing. If you are concerned with parts of their operations being handle overseas, look at the rest of the industry. It is a growing trend.I am not an employee of Dell, but an avid user of their products. I currently have 4 Dell syystems, XPS GEN4 Gaming system for my son, Inspiron 9300 for my wife, Inpsiron E1405 for my son's college, and an XPS-410 for me. I have also just ordered a XPS-M1530 for myself. I have always, and I mean always been take care of by Dells Customer Care. I have talked to the people in India and had my share of trying to understand them, but in the end either they, me or we solved the problems.If I have an issue with Dell on the new purchase, you will certainly not be the person I tell.jodoak
ButtonMasher
243 Posts
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Posted January 12th, 2008 21:00
Ordered my m1530 2nd week in December and was told delivery for the 11th of January. Imagine my surprised when it arrived on the 23rd of December. My previous laptop the 1330 was delayed 3 times and took over a month to arrive. This was due to 1- high demand for that model and 2- a shortage of glass for the displays. Usually if you are one of the first in with an order for a new model you get it quick. Then there is a period where orders take ages because they more orders for the new hot model than they fullfill in the usual time. Then things calm down and it's back to normal. The 1530 only came our last month and is a really good system so there likely high demand for this system in particular so don't spit your dummies if there is a bit of a delay. If you want quick service over quality go to Rock Direct - they have the similar speced Pegasus 670 available for delivery within 72hrs. Just don't complain to the Dell when your gaming performance is 25-30% less because the graphics card uses inferior ram to the XPS 1530 (DDR2 instead of GDDR3) or that the keyboard feels rubbish and unresponsive. All I am trying to say is there can be delays if you've gone for a popular model and spec - but it's worth the wait.
dbruhn
6 Posts
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Posted January 11th, 2008 15:00