Ordered a very expensive computer in July to the sum of over 6k GBP 

 

Website says delay, I assume it is because of availability of parts. I am very patient for months

 

I reach out in October thinking something has to be wrong, magically my order gets "unblocked from being on hold" and I have a service case and conversation with a customer service agent about that Case ID: 232234699

 

Delivery is meant to arrive on 16th October, there is a delay with the courier. I say to the customer service agent that if the delivery isn't done on by the 18th October I am away out of the country for 10 days and can only take delivery on 30th October. The customer service agent says that information about my availability has been passed on to the courier. At this point the customer service agent closes my case so I can no longer email him, or he no longer sees any emails from me

 

Whilst I am away the courier tries to deliver my computer twice, which is a complete waste of their time and resources - so clearly no communication has been made with the courier from Dell about when I can take a delivery. 

 

Today on 30th October I receive a farcical email from Dell saying that the courier needs more information about the delivery address and/or site instructions to be able to deliver the order. 

 

Additional deliver/site instructions provided : "Deliver the order when I am in the country"

 

I have spent a lot of money with Dell over my many years of buying computers, in fact I have never bought any other brand in 20 years. This will surely be the last time I ever buy a Dell product. In what world is it acceptable to close a service case before a case is resolved (Case ID: 232234699) and state in an email that the courier has been told information when they clearly haven't

 

Why there is no way for customers to directly interact with delivery couriers as well online is absolute madness, if Dell customer service is so bad that this is the situation we find ourselves in, why not just have an ability to contact the courier directly to pass on instructions or select a delivery date.

 

So 4 months later, still no computer