26" LCD TV - HD Ready £378 delivered! (merged) [CLOSED]

slowen

Big_Daddy wrote:

Spoke to customer services today (india call centre) about my order and was told that the delay was due to them waiting for component parts to come in (i could have told them that from just reading the website!) and that I should have my tv by the current delivery date of the 9th.

Why do i get the feeling that this is going to turn out false??

My feelings exactly and this mess will go on, I don't see why we should cancel the orders just to give Dell the easy way out as it is their own fault for selling too many TV's and not the consumer. The Dell T&C's state that once you receive order confirmation you are allocated an order but if they cannot fulfil they will offer a similar spec item or better but i reckon they will get out of it some way.

Phoned the UK number and it was closed as they open 8am - 6pm so tried the dredded Indian call centre about 18:15 and it says that the call centre is closed, I wonder if they are ignoring the complaints about non delivery and useless customer service

On an earlier call to Dell I was asked for my email address so they could email a survey about customer service.....guess what it never arrived and if it did I would give them down the banks on the survey

Lets wait and see what Firday brings but am not too hopefull

silps

When I cancelled my order I said I didn't want to help with the customer survey and guess what I got the e-mail about the survey yesterday. I thought I would fill it in to complain but I couldn't understand there scaling method for answers on the second page so forget it. I'm glad I cancelled.

Saw some high end LCDs today including Sonys and frankly the picture quality for me is just not good enough even compared to my 20 year old portable TV let alone any modern CRT TVs.

black_star_2

Is that smoked haddock or kippers? Either way there is something fishy going on here. Looks like we have been done? Apologies for the length of this, I didn’t want to miss anything out.

I ordered my TV on Monday 28th November. Within thirty minutes I had received my “Dell Internet Receipt Acknowledgement” and a telephone call from a girl in India confirming my order.
The “Dell Internet Receipt Acknowledgement” stated Dell would send me a written Order Confirmation. This has never been sent to me electronically or by snail mail. The funds were taken from my credit card on the Tuesday 29th November. I checked online and my order was “Dispatched” on Monday 28th November.

I checked with the Walsh Western/Dell site and my order was “Picked” at Coventry -1930Hrs Tuesday 29th November and the following was displayed “Carrier will phone customer to arrange suitable delivery date”.
I had not had a phone call from Walsh Western by lunchtime on Wednesday 30th November so I “started” on my epic Walsh Western saga. You guessed it, I tried to get in touch with them. After making twelve phone calls I gave up. Instead I resorted to E-Mither, three E-Mithers later and still no response. On my fourth E-Mither I added a comment that if I did not get a reply I would E-Mither them every five minutes until somebody contacted me. Hey Presto! A reply, my order would be with me on Thursday 01 December Evening delivery. I thought this was fantastic. Ordered on Monday and delivered for the week-end. It doesn’t get any better than that!
So on Friday I E-Mithered Walsh Western asking what had happened. No reply, two more E-Mithers and I was curtly informed it had been arranged for Monday 04 December. I replied saying that there would not be anybody at home to take delivery could we arrange another time, no reply. I asked if somebody could phone me, no reply. Eventually somebody replied saying if I wanted to re-arrange a delivery time then I would have to wait until the card had been put through my letterbox. Good customer service?
Anyway it didn’t turn up yesterday so I contacted Dell. In my view my contract is with them and I should not have to f@rt around contacting couriers who haven’t got the decency to telephone you or return your calls?

I E-Mailed complaints and within three hours I had an E-Mither from a girl in India acknowledging my complaint and she said she would investigate. Two hours later I had an E-Mail from her manager saying she was now investigating it. Then she tells me the courier has lost my order and if I had not received the order within 72 Hours Dell “will raise another order”. This puts me in line with Friday also. Not sure how they will do this if they haven’t got any left!

LBC_3

Still waiting to hear back from Dell, but as I understood it when I last spoke to them they were going to send me a 32" LCD screen for the price we were offered for the 26" one... (I am sure that they will not do this, but who knows how they work?!)

For those interested so far I have argued as follows:

I have received an Order Confirmation from you, therefore, I have a legally binding contract with you (Clause 3 of their T&Cs - "Orders...are only binding when accepted by Dell in a written Order Confirmation").

Under this contract you must (according to your own conditions!!) supply me with this product or at least a product of equivalent functionality and performance (Clause 3 of their T&Cs - "Dell reserves the right to change Products...at any time but Dell guarantees you at least equivalent functionality and performance"). By equivalent functionality and performance I explained that I expected to receive an LCD of at least equal size, HD ready capability, same amount of sockets etc.

Dell then attempted to sell me their 32" model for a 10% discount explaining that the 26" LCD displays were no longer being made because of lack of components. I explained that this was not satisfactory and that Dell had a legal obligation (by its guarantee) to supply me with something of at least the same functionality and performance for the same price I paid.

After some discussion with his colleagues, he came back arguing that under clause 4 of the T&Cs Dell may adjust its prices accordingly under the contract if it experiences changes to its purchase costs. At this stage I was offered a 20% discount for the 32" model.

I replied that clause 4 did not read that way at all. In fact I argued that what I was being offered was not an adjusted price for the 26" model, but a discount for the 32" model. What I am trying to say here is that clause 4 reads (to me anyway...) as if Dell may increase the price of the product (which would have to be the price for the product we are paying for i.e. the 26" LCD) if its purchase costs for that particular display increased. In our situation, the purchase costs of the 26" model have not increased - there is simply a lack of components to make them.

Therefore, if Dell were to source more expensive components to make the 26" LCD, they could use this clause. However I do not think that they can use this clause to try to justify offering us a discount on another LCD when there have been no increased purchase costs on that other LCD. Anyone follow that?!

Eventually, the sales guy understood what I was saying (even if no-one else does) and didn't know where to go from there... He directed me to Customer Care...

After speaking to a person from Customer Care, where I continually referred them to the T&Cs and explained that by law they had to provide me with an equivalent product, he said he had filled in an order for the next model up for me. I asked him to confirm that there would be no additional cost for me and he confirmed so...

(I also explained that several people who ordered this product after me have had their orders fulfilled and that this simply isn't good enough on Dell's part.)

I really cannot believe that the next model up is on its way, but will update in a few days. Am definitely going to fight this one out.

Brodel

wow, that'd be good if you did get that upgrade. I think a 32inch would be way too big for my bedroom but thanks for the advice with regards to the T&C's

black_star_2

Thank you for the advice LBC. I am going to try and go down the same route. I am going approach it from from the very dissappointed customer view. I will be firm but polite. I will increase the pressure on them slowly but surely, throwing in trading standards, watchdog etc.. at every new stage.
I suspect Dell have a process for this and you have to go through this process before you get offered the pot of 32" gold at the end of the Dell Rainbow. Past from one person to the next until you get passed to somebody who has the authority to make the 32" offer?
It is a shame there is nobody who works for Dell on the forums/groups who could give us an inside view/angle?

Which Customer care are you dealing with? I am currently dealing with Customer Care in India. Do you or anybody else know if they have the authority to make the 32" LCD TV offer?

My circumstances are slightly different, according to Dell anyway. Dell inform me that the courier has lost the TV. This means they could very conveniently quote the Force Majeure (thanks to Jordy32 for explaining that one!).

However, I am still going to try. I could be persuaded to have a 32" LCD TV instead. It would be a major pain.....I am joking of course, I would snap their hands off! Obviously throwing in the word "reluctantly"....

Ruthann

LBC I really hope that works out for you. I very much admire your persitance - can I ask how long in hours it has taken you and how many calls you have had to place?

I am considering trying the same thing (as the circs seem to be the same) BUT I find the whole Dell phone system so awful - constantly being cut off, put on hold, put through to the wrong person etc... that I am also considering whether any TV is worth the stress!

I am still awaiting a promised final call back with a conclusion, so if they do ever call me back I will certainly try my best shot with the line you have taken, but I don't want to loose my will to live over it!

Best of luck getting the 32" TV.

Brodel

I'm getting this now when I check the status.

"We have located your order but we cannot advise a status, please email Dell Customer Care following the instructions below and we will be in contact with you."

Is that what other people got and then called up to find it had been cancelled?

slowen

Brodel wrote:

I'm getting this now when I check the status.

"We have located your order but we cannot advise a status, please email Dell Customer Care following the instructions below and we will be in contact with you."

Is that what other people got and then called up to find it had been cancelled?

Just checked my order and is still saying 9/12/05 for delivery

I have emailed Watchdog about the Dell problem but I don'[t anything will happen unless they get loads of emails from everyone that is unhappy with the service and the messing around that we are going through

I was thinking that Dell have not contacted me to say my order is delayed as it is me that is phoning them and chasing them and the indian call centre is not the easiest place to get any sense as I just keep being told that my order is in production so are they just looking at the same screen as me?

black_star_2

Brodel wrote:

I'm getting this now when I check the status.

"We have located your order but we cannot advise a status, please email Dell Customer Care following the instructions below and we will be in contact with you."

Is that what other people got and then called up to find it had been cancelled?

Hi Brodel, apologies if I have missed this somewhere but were you ever advised that they had lost your order?
I am at a stage where my order has been lost/misplaced and was wondering if you were one step ahead of me!?