DELL Delivery HELL

moxie_2

I am also having a nightmare with Dell. I ordered a new desktop on 28 October and was given a delivery date of on or before 25 November. When I had heard nothing by 26 November I checked my order status online it had changed to on or before 23 December! I have emailed and phoned without success, all they ever say is that they are hoping to beat the 23 December date but they are awaiting a part and can't say when it will arrive. I have drafted a letter to go to Dell UK's MD in Bracknell which I plan to send tomorrow. If anyone has a fax number I would really like to fax it to them, but can't find a number anywhere. Thanks.

I forgot to say they took the money out of my bank account on 19 November. They say they cannot cancel the order but once it is delivered I can get a full refund if I want.

eltonroad

I'm having a 'mare with Dell as well.
I ordered a Studio XPS PC on 5 November 2009 and was given an estimated delivery date of 11 December. I've just checked the Order Status page and found the delivery date has been changed to 13 January 2010. No email, no phone call, nothing! The money was taken off my credit card about 2 weeks ago.
So far, this isn't very impressive.

neilmcl

eltonroad wrote: »

I'm having a 'mare with Dell as well.
I ordered a Studio XPS PC on 5 November 2009 and was given an estimated delivery date of 11 December. I've just checked the Order Status page and found the delivery date has been changed to 13 January 2010. No email, no phone call, nothing! The money was taken off my credit card about 2 weeks ago.
So far, this isn't very impressive.

As you state yourself the first date was only an estimate. They haven't "changed" the date, Dell have merely now given you a confirmed delivery date of 13 January. This is standard practice.

If they then go on to change the confirmed date to a later date then you'd having something to complain about.

shellsuit

shellsuit wrote: »

Carrying on from this, apparantly it was dispatched yesterday so is on its way.

Won't hold my breath till it's in my hands!

Quick update!

I was given the 7th December as an estimated delivery date for my daughters laptop.

Received a phone message on the 1st to say it would be delivered on the 2nd, between 8am and 1pm.

It arrived at around 10am on the 2nd, so all is well!

eltonroad

neilmcl wrote: »

As you state yourself the first date was only an estimate. They haven't "changed" the date, Dell have merely now given you a confirmed delivery date of 13 January. This is standard practice.

If they then go on to change the confirmed date to a later date then you'd having something to complain about.

Oh, would I.

I'm sure it is "standard practice" to change an estimated date of delivery to a confirmed one. But from one month to two?

neilmcl

eltonroad wrote: »

I'm sure it is "standard practice" to change an estimated date of delivery to a confirmed one. But from one month to two?

Why not. An estimated date is just that, an estimate, on how long it'll take to build and dispatch a PC providing everything's in stock. With pre-built laptops it can be often less, with made to order desktops then it''ll always depend on the availability of the components involved, more often than not outside of their control.

eltonroad

neilmcl wrote: »

Why not. An estimated date is just that, an estimate, on how long it'll take to build and dispatch a PC providing everything's in stock. With pre-built laptops it can be often less, with made to order desktops then it''ll always depend on the availability of the components involved, more often than not outside of their control.

"Estimated", to my mind, means +/- a few days.
To have the delivery date put back by a month, even if it was estimated, is just bloody annoying. Additionally they've debited my account. If it does arrive on the date it says it will, it will be over two months from the date of order.
I don't doubt that others have had good experiences from Dell, and I've heard that the computers are excellent. I'm just not keen when they put the delivery back by a month, and with no communication about it, that's all.

Welshwoofs

I would never buy another Dell.

I bought a top of the range Inspiron lap-top a couple of years back and within 6 months had a coloured line down the centre of the screen which was there even when booting up. Hard to describe, it was multi-coloured like the pixels had gone hay-wire. Over the next few weeks more and more of them appeared until looking at the screen display was like looking through a very colourful jail cell window.

The laptop was under warantree and they decided the screen was at fault, so replaced it. A few months later, a line appeared and the entire thing started again. All in all I had 3 screen replacements on that thing, each time having weeks of it being out of action and back and forthing with the engineers. In the end I was so frustrated I literally hefted the bloody thing into a skip and bought a cheap Acer...which is still working and hasn't had a single problem....and was about £350 cheaper!

neilmcl

No doubt if your go through this forum and, indeed specific PC and laptop forums you'll see just as many issues occuring with Acers, HPs, Toshibas etc. Dell are in no way unique. At least they were willing to follow their legal obligations and try and fix the problem for you, there are plenty of threads on this site that show companies such as Acer in particular are falling short.

aminto

neilmcl wrote: »

No doubt if your go through this forum and, indeed specific PC and laptop forums you'll see just as many issues occuring with Acers, HPs, Toshibas etc. Dell are in no way unique. At least they were willing to follow their legal obligations and try and fix the problem for you, there are plenty of threads on this site that show companies such as Acer in particular are falling short.

I don't think anyone is particularly saying Dell products are worse, it's the customer service that's appalling when anything goes wrong. Sure, a fair number of deliveries are on time, etc. That's what you'd expect! My experience with Dell is that when things go wrong it's impossible to get a decent response.

I placed an order with Dell at 11.30pm and phoned and emailed the next day at 10.10am to cancel it, when I received an email saying it would take 3 weeks to produce and deliver. They refused to cancel it as it was 'already in production' and 4 days later I got an email from UPS saying it was on its way. Maybe if you're concerned about long delays you should cancel the order and see if that speeds them up!

Anyway, I'll be refusing the delivery, as I've already found and bought the same computer for loads cheaper from a different shop.