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Does Dell care about their customers!?!
As a long standing customer of Dell I'm absolutely shocked and appalled of the number of lies I've been told about a simple order of a laptop.
Firstly, the online system is false because the delivery date for my order said it would be delivered in the beginning of Feb and all parts were available when I ordered. It is now Feb and I have spent the best part of 2 weeks trying to find out why my laptop was still showing it was about to go into production for 3 weeks and now its delayed because parts are not available and then I was told I have to reorder. Then someone else said I have to contact sales to book a new order yet online it was still showing you could order the same laptop with the same parts? Then somone else sent me a quote of a new order but no one in this company knows how I now purchase that order. Customer care are feeding me lies and sending me to sales. Sales are doing the same and sending me back to customer care. Can anyone please do their job correctly and stop lying constantly to your customers. Multiple times I've been told someone will call you back in 24 hrs to discuss the re-order. Still waiting for that call!
If anyone from Dell is actually bothered to read this your service is a disgrace. you are a huge company yet you can't figure out what parts you have in your inventory!
If your not bothering to take my order then I'll happily take my money else where.
I've never come across a company where lying constantly is so natural to your staff. I have emails and transcripts of conversations I've had. Promises are made but never fulfilled. Please sort yourselves out and be realistic in what you can offer to your customers!
The answer to your question @514m4 , "Does Dell care about their customers?" is an unmitigated "NO".
The only thing you can count on Dell to provide you with is more lies. These lies are the only products Dell offers that they actually have in stock.
This really depends upon where you live. For me, I live in the United States and the appropriate entities for reporting this type of behavior are the Better Business Bureau, the Attorney General for the state you live in, the Attorney General for Texas (Dell's HQ is in Texas) and the Federal Trade Commission which has oversight for the entire country under federal law.
These are the 3 entities that I have contacted to report how I have been treated as a "valued customer" of Dell.
FourCandles
12 Posts
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Posted February 8th, 2022 09:00
@514m4 There are many "valued customers" still waiting for their original or replacement order - 3 months and counting! Sorry but I think you're in for a looooong and frustrating wait.
DELL-Cares
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Posted February 8th, 2022 11:00
Thank you for replying.
I understand what you are calling out. However, the estimation date is calculated based on the time it would take to procure parts, assemble, build, and ship.
-Susanna
#IWork4Dell
For all non-technical issues that require your private data, we must communicate via a private Direct Message
Dell Partner GEM Program, Out of Warranty Support options, No free goodwill repair, Get a copy of your Dell invoiceThat shouldn't be acceptable. The fact that this delay is not shown at the time of purchase is misleading. I don't mind a delay as long as Dell are honest and upfront about this, but every single person doesn't actually know what is going on with the orders and tries to get you off the phone instead of helping or actually listening to what you are saying.
It really blows my mind to see how many people are on the Forum and are frustrated based on the wait time for their product to be delivered being far longer than they were told. I guess it makes sense so Dell can charge you and start your warranty before you even get the item....
elenlang
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Posted February 6th, 2022 09:00
This seems to be the common theme of this forum, although Dell moderators may just delete your post if too many other people comment they had similar experiences. I guess it would warn too many people of the massive delays and poor customer service they should expect ordering from Dell. If you are able to cancel your order and purchase a device elsewhere it would probably be your best course of action.