Dell - Don't bother, REALLY

brettcta

buy a mac instead

roddydogs

Why is it raining

vyle

TBH I'd never buy from dell because they're overpriced, no better than any other laptops and have really really annoying adverts that feature that terrible lollypop song. The advert even shows them pressing multicoloured turds into the shape of laptops. That's quite the visual metaphor and is quite accurate, which is strange for an advert.

smcaul

vyle wrote: »

The advert even shows them pressing multicoloured turds into the shape of laptops. That's quite the visual metaphor and is quite accurate, which is strange for an advert.

I am not the only one who has spotted this then!!!! :beer: :D

CuriousChris

I am also caught up in Dell laptop ordering hell at the moment....

Placed an order for 2 Studio 17 laptops back on 15th November having been lead to believe estimated delivery would be within 2-3 weeks (i.e. in time for Christmas). When order confirmation came through the estimated delivery date had magically become 31st December. That's 6 weeks to delivery 2 pretty standard laptops. If I had known I would taken my business elsewhere.

Thats not the end of it though. Imagine my surprise on checking my credit card statement last week to find the laptops had been charged in full to the account on 6th Dec .

This is despite Dell's website FAQ on payments clearly stating that credit cards are not charged until orders are shipped.

As of today (20th Dec) my order is still showing as Work in Progress, which means it hasn't even entered production yet.... Trying to establish any kind of meaningful dialogue with them is impossible. Its either a premium rate 0870 number and sit on hold whilst they screw you in phone charges, or meaningless content-free email responses from submissions via their online forms.

My credit card company tell me they can't dispute the transaction until Dell fail to deliver the order within 30 days. I am going to have to see if they deliver by the 31st Dec (I'm not optimistic given all I have read online). If the 30 day period from my card being charged expires then I am just going to claim my money back from my credit card company and Dell can stick the laptops where the sun don't shine.

Over the years I have bought or advised others to buy many Dell machines with no problems. However it seems like within the last year or so their customer service has gone to hell in a handbasket.

My advice to anyone considering Dell for a laptop purchase is Google first then decide. Personally I don't think I will ever touch them with someone elses bargepole after this. I am just praying if the laptops do turn up that there is nothing wrong with them as based on the current levels of customer service I have received I doubt the follow up support will be much better!!!!

I am now wishing I had gone to John Lewis and bought 2 of the 17 inch Asus machines for about the same price. At least then I would have got the machines immediately and a free 2 year no quibble warranty.

If anyone is considering a laptop and is not set on a particular operating system, then as a money saving tip I would heartily recommend getting something from the online Apple refurb store. Same warranty as new and great customer service, plus a decent discount on some very well made decent performing machines.

If anyone knows whether I have any other options for getting my money back quicker I'd be interested in hearing them.

Thanks for reading :xmassmile

barbara1971

Also having a real nightmare with Dell and their customer service is simply shocking. I actually did get the call from the delivery company confirming AM delivery on 15th Dec. Took they day off, they never showed up. Then same thing happened again on 17th. Took an other day off. No show. Tried call Dell, and after hours on end, haven't managed to speak to human being for more than 1 minute before being put on hold. Delivery company does not pick up phone anymore (unless anyone has a different number from the one posted on site?). Tried to fill out the online support forms which are allegedly answered within 24hrs. No reply. 2 and half days wasted for nothing. I have now placed a post on their uk facebook page to see if someone from Dell will finally call and let me know what is going on. If that does not not work, I'll start on twitter. I am not even that annoyed about the late delivery. It is the total indifference and lack of respect for their customers, which is infuriating.

danlojo

Ordered my 17 studio laptop on 8th December and it arrived today at the the stated time for delivery - was estimated for tomorrow, so maybe I'm lucky to have got this then?

CuriousChris

Well, I happened to check my order status today an lo and behold the delivery date has been put back another month to 29 Jan 2010.

Can't say I am surprised but no form of notification despite what they say on their site about email notifications for all changes in order status (especially delays to delivery date).

So by my reckoning, assuming they don't postpone further (I'm not holding my breath on that one), thats 2.5 months from order to deliver two pretty standard laptops from one of the worlds largest PC manufacturers.

I think what probably scuppered me on the ordering is that I customised the lid colours on both laptops (it was a "free" offer at the time), and I ordered a backlit keyboard on one of the machines..... maybe. Perhaps the people that are getting their machines have ordered specs that are actually already available from stock?

It matters not for me though, as my experience to date has already convinced me that Dell doesn't have the customer service backup it needs. That's not a problem when everything goes smoothly, but then in my book a true measure of any company is how they handle things when they go wrong.

I understand that every large corporation has the occasional hiccup. However you only have to Google for dell delivery problems and filter the results for the last year to see the sheer quantity of people reporting issues. IHMO something has gone very very wrong at Dell in the last year or so, and unless they can turn it round their reputation is going to hit rock bottom.

angelavdavis

I am still waiting for a battery ordered 9th December, original delivery date was 22 December, no contact. I have complained three times appealing for some communication from their Order support, but still not received any.

I am completely understanding about the weather, Christmas etc etc. However, the golden rule for customer services is "keep your customer informed". To make promises about communication and fail to meet these is nothing short of shocking service levels.

I have never had problems with Dell and this experience is now making me consider whether to actually order a laptop from them for a charity I volunteer for as I really don't need a repeat of this fiasco.