Dell - BEWARE

pipsim

I thought I would share my experience of Dell's customer service during the past month. I ordered a new computer in time for Christmas on the 30th November and payment was taken from my account on the 5th December. The local courier (UKMail) left a card on the 15th Dec and agreed to redeliver on the 17th. I took the day off work and waited in all day, but no delivery came. The courier would not pick up their phone all day so I can only assume they took the day off! I e-mailed Dell to complain and request delivery from another courier. By the 22nd I had received no response from Dell, so I rang the courier who informed me they had returned the computer to Dell (with no explanation of the failed delivery!). So I waited to hear from them….

Yesterday, with Christmas now a distant memory, I had still received no response from Dell. My tracking number on the website had not worked at any point so I rang their call centre. The 'Customer Service advisor was rude and clearly had no idea where my order was. I was given an 0871 number for the 'carrier' Syncreon and spent the next 30 minutes on hold on this number. At this point I gave up and wrote a letter of complaint to Dell. Still no sign of the computer.

I am writing this as a warning, but also for some advice. I realise that in many ways the couriers are to blame, but have I not paid Dell for delivery of this item? Surely it is their responsibility to ensure this? I have recevied no contact at all from Dell by e-mail or phone, and have only been able to contact them on premium rate numbers! Also the item is still 'missing' over 30 days after payment - can I call in any consumer rights?

Dave101t

cancel the order, its not even delivered yet so you dont have to worry about being over the returns deadline.
we use dell, they are quick and easy even with the recent free hard drive replacement on warranty, you are unlucky unfortunately.

pipsim

Thanks for the prompt reply Dave101t. The most frustrating thing is that i really do want the computer! I am also aggrieved that even if i did get a refund it has also cost me a day's leave and as yet unknown phone costs.

deborahgreen_2

Pipsim, i agree with Dave. Have been using Dell from past 3 years, and whenever i have contacted the customer service they have been very helpful and quick. But have heard from few unfortunate friends about their customer service. Try contacting Dell again, you might get your laptop sooner.

Dave101t

the price/spec is never unique, you can buy it elsewhere, or re-order it though cworld, they agent for dell i think.
as for the day off work, chalk it down to experience! (the only company i trust on timed/dated deliveries is argos)

adr0ck

How anyone can say that Dell's customer service is good is beyond me.

Dell customer service is a joke!

They do not have any form of customer service at all.

You can speak to someone at Dell one minute then ring back the next day about the same issue any they will tell you that no one has ever had a conversation with you before.

My experience with Dell - do not bother - they are a bunch of cowboys