Dell delivery problems - advice please.

signsofmadness_2

Hi folks, been lurking and reading here for a while now and can usually find the answer I want by searching but can't find exactly what I need today..

Here goes -

I ordered a new laptop online direct from Dell and was given an initial delivery date of March 9th by Dell in their confirmation emails. Having bought from Dell before I know that the date they give is consevative and it would probably arrive sooner.

On Monday 1st March I recieved and an automated call stating that my order would be delivered "between 8am and 6pm on Thursday 4th March". I confirmed this date was suitable and arranged to take a days holiday so that I would be at home for the delivery.

The delivery did not arrive. Around about 5-30 I started calling around to find out what was happening. The online tracking simply said order picked/completed at warehouse at 6am that morning which really isn't helpful. Even the Dell online chat help rep I spoke to didn't know exactly what that meant.

No-one could help me that night so I called customer services at 9am on Friday morning. The rep there was polite but couldn't offer any real assistance but did give me contact details for the carrier and told me to call them. I suggested that they (Dell) should be chasing THEIR carrier and was told that they can only email them and responses would take 24 hours!

I duly contacted the carrier who told me that the laptop was "with the driver and will be delivered today". No explanation of why it didn't arrive yesterday though.

Not much use as I was at work. The best I could get out of the carriers tele rep was that would would "try" to deliver it in the afternoon. I managed to get the afternoon off work and the laptop was safely delivered late Friday afternoon.

I'm delighted with the laptop but feel that I'm due some sort of compensation for wasted time and inconvenience.

The day off on Thursday (the failed delivery date) was taken as a holiday so while I didn't lose and hard cash I did lose a days holiday - I couldn't even use the day productively as I had to stay home pacing the floor like an expectant father.

Had I had any notification that delivery wasn't going to happen on Thursday I'd have been a bit peeved but would have been able to use the to my benefit rather than sitting at home but there wasn't even a courtesy call.

In all the conversations I had trying to get it delivered no-one has yet said "Sorry, we messed up".

I haven't contacted Dells customer services yet and would like some advice and opinions before I do.

Do you think I have a right to be ticked off?
I think that it's all down to Dell - they chose the carrier not me.
Do you think I have a right to ask for some form off recompense?
Is there a standard pro-forma letter I should use?

So over to you guys . . .. . . .
Cheers, John

neilmcl

Did you have to take any holiday on the Friday, if not then you haven't really lost anything.

woody01

I'm delighted with the laptop but feel that I'm due some sort of compensation for wasted time and inconvenience.

What do you suggest?
If everyone that had a late delivery 'chased an ambulance' where would we be?

Why not have it delivered to work instead? That way no-one would've missed it.
What if you couldn't have had the day off and you were not there to receive it? Would that have been a case for Dell/Courier to claim compensation from you?

signsofmadness_2

neilmcl wrote: »

Did you have to take any holiday on the Friday, if not then you haven't really lost anything.

I had a half day holiday Friday.

woody01 wrote: »

What do you suggest?
If everyone that had a late delivery 'chased an ambulance' where would we be??

So I'm an ambulance chaser because I expect good customer service?
I didn't expect to have to be defensive on a forum that champions consumer rights.

I see you have over 1100 posts so perhaps I should be taking the advice you offer - which is just accept it and do nothing as far as I can make out.

I did say in my post that I would have accepted the fact the delivery would be late but would have appreciated a courtesy call - is that too much to ask? To take the other side of your comment where would we be if we all just accepted poor service as OK?.

woody01 wrote: »

Why not have it delivered to work instead? That way no-one would've missed it.

Delivery to work was never an option because I'm mobile and never in the same place for long.

woody01 wrote: »

What if you couldn't have had the day off and you were not there to receive it? Would that have been a case for Dell/Courier to claim compensation from you

If I couldn't have the day off when - Thursday or Friday?
On the call when I was promised the delivery date I had the option to arrange another date if that one wasn't suitable. But I could get the time off on Thursday so accepted that date.

If I couldn't have got time off on Friday surely that would have been the couriers problem as they were a day late so at what point do you consider they have a case for claiming compensation from me?

jb66

You dont have to stay in to receive a parcel, it can be picked up from a depot or delivered to a friend/neighbour

signsofmadness_2

jb66 wrote: »

You dont have to stay in to receive a parcel, it can be picked up from a depot or delivered to a friend/neighbour

The depot is 240 mile return trip.

I wasn;t given the option of delivery any where other than the address my credit was registered to.

Anyways, there wouldn't have been any problems if it was delivered on the day it was meant to be.

From the replies so far, the vibes I'm getting here is that everyone thinks I'm being unreasonable?

doodlesmum

Am i right in thinking you had pay a delivery charge with Dell i had to pay when i brought my laptop luckily mine turned up on the day they said it would.
We are all different and all have different opinions but i would be pretty miffed if i spent a day in waiting for delivery that did"nt turn up specially if i had paid delivery :eek:

Whether you would get anything like compensation of Dell i would"nt like to say really worth try though

Doodlesmum.

signsofmadness_2

Hi Doodlesmum, delivery was £20.

This is the 3rd time I've bought from Dell and the 1st time there's been a problem.

I very much doubt I'll get compensation either but I'd love it for someone to just explain and apologise but before I contact them I was looking for opinions.

Optimist

I would be irritated.

Dell Complaints Link Here

jb66

signsofmadness wrote: »

The depot is 240 mile return trip.

I wasn;t given the option of delivery any where other than the address my credit was registered to.

Anyways, there wouldn't have been any problems if it was delivered on the day it was meant to be.

From the replies so far, the vibes I'm getting here is that everyone thinks I'm being unreasonable?

240 miles! I see the problem now. I would be irritated too but the problem seems to be with the courier company and not dell.

signsofmadness_2

I've used the link that Optimist posted (thanks) and will let you know the outcome.

Cheers.