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Go to SolutionDell Streak shipping issues and poor customer service
On December 20, 2010 I saw unlocked 16GB Streak on sale for $399. I immediately placed an order, + the $0.99 Bluetooth headset deal. The shipping day for the headset was normal but Streak's estimated shipping day was January 10, 2011, and I chose free 7 day delivery, so the d-day was estimated as of January 18, 2011. The same day, I did receive an order confirmation, and the next day my headset was shipped and charged to my credit card. So far everything was ok, I was dying to get the phone but was ready to wait as the deal was really good.
The phone wasn't shipped on January 10th, nor 11th.. The status of the phone is still "In production", it looks like it was a handmade phone... I have emailed the issue but no one did get back to me. So today I called the customer service trying to find out what is wrong with the order. I was transferred from one department to another for 3 times. The customer service representative told me that she has the same info as I do, she can see that the status is still " In production" and there is nothing she can do about it. Honestly, I was speechless for a couple of seconds and then I simply asked for her suggestion. So her answer was "You should wait till January 18, and then you can call us back". What a KO, I was out for a while, so my last attempt was to ask her to pretend that it is January 18, and how would she act in this case. It looks like she had no sense of logic and absolutely no clue about the dell's policy and procedures, what a pity if a customer is offering solutions to the customer service representative...
Tomorrow I will call them again to check the status. I have waited fair enough and am ready to wait till the estimated d-day, but not any longer.
I’m not a first time Dell customer and this is my first issue with the company. Right now I am a little bit frustrated and disappointed in Dell's customer service.
WinkTwoTone
9 Posts
2081
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Posted January 13th, 2011 08:00
I too ordered the unlocked streak. My ordered was placed and confirmed on Dec 21 and showed an estimated d-day as Jan 19. I thought maybe Dell automatically chose estimated d-day's and held on to hope that maybe, just maybe, the streak would be shipped before then. As of today, the estimated d-day still says Jan 19th. I did send an email and have heard nothing. I find it strange that a company of Dell's size would be having a production issue with streak, especially having put the phone on sale! Maybe poor planning is the culprit. However, I still have a hard time believing that many people are paying $400+ for the streak and they are having a problem with production. My point being, there should be no reason someone order's the streak and doesn't receive it for a month or longer. Terrible Planning!!!!! Terrible Service!!!!!
Agree, it’s too much. However, it was a part of the deal and all I hope is to get it on time. The actual problem is that the phone is still “In Production” and was not shipped yet (as per dell.com)!
I do have some updates. Today I got an email from Dell with a new estimated d-day FEBRUARY 8, 2011. So I called them again, was on hold for a while but at the end I was lucky to speak to a very helpful CS representative. She was very professional and explained the whole story. They were having some shipping/production issues but have started to ship phones beginning from this week. So my phone is probably on its way, and I’ll probably get it next week. She agree that it wasn’t reasonable to wait till February and have left me her contacts as well as my case #. At least someone was acting reasonably... I will check the status on a daily basis and let you know if I have some news. Try to call them and see what happens.
WinkTwoTone
9 Posts
2081
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Posted January 13th, 2011 10:00
Sounds like some (possible) good news. I thought about calling, but I was afraid I would get the run around, lose faith, and cancel my order. I may wait until next week (Jan 19th) to see if my status has changed hopefully to “Shipped”!!! If not, then I guess I will start calling and trying to figure out what to do. I really hope the phone is worth its “wait”!!!! Good luck and keep me posted on your experience…
WinkTwoTone
9 Posts
2081
0
Posted January 16th, 2011 10:00
Yes... I got my shipment email Friday night. D-day 01/19/2011. I did call Friday and was told they were behind on production. So, I will believe it when I see it. Hopefully Wednesday. Good luck!
WinkTwoTone
9 Posts
2081
0
Posted January 19th, 2011 14:00
Yes… I received my streak today (FedEx)… So far, it was well worth the wait. It is amazing how much bigger it is than my Nexus 1. Good luck!
WinkTwoTone
9 Posts
872
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Posted January 19th, 2011 14:00
My estimated d-date was Jan 19th until last Friday Jan 14th. The estimated d-date changed to Feb 9th. So, I called Dell and had to be switched between various departments. Finally, I talked to a CSR who said they were behind on production and it should arrive by Feb 9th. Then Friday night Jan 14th I get an emailed saying that my streak had shipped.... Also, I chose standard 7 day shipping.
kunju101
30 Posts
2964
1
Posted March 4th, 2011 11:00
annoying a tiny word...my estimated delivery date has been 'down'dated to 15th as well...but i guess they did not care to call me or notify me this time. thats it Dell. Good bye for wasting my time, energy and money.