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VENT - Avoid buying from DELL website
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PinkLipgloss
Posts: 1,451 Forumite
Argh - I am so angry!
I simply ordered a laptop online for my mums birthday and it has lead to a nightmare! Here is a summarised version of my problems with Dell:
They delivered my laptop to 6 BLAH COURT instead of 6 BLAH ROAD (as per the details of my order). I discovered this when I realised that the online tracking stated that it was delivered and signed for by "RYANS".
I visited the Ryans only to be told they never had it (I knew they were lying). Next day they contacted me to say that it was a "misunderstanding" and that they had given it to their daughter who is now on holiday for 2 weeks in Egypt!
I contacted DELL customer support and informed them of the situation. They said they would launch an "investigation" which involved contacting their courier for a report. I said I didn't want the laptop the Ryans had as they had no doubt opened it and I'm not prepared to wait 2 weeks. Dell informed me that their policy is to recover mis-delivered items and send me a new order. I asked how long this would take and was told 24 hours and they would be in touch to confirm they had re-ordered laptop for me.
30 hours later - no contact from DELL. I called them and they said they were still waiting on paperwork from courier and that I would definitely receive a phone call by 5pm. Surprise, surprise, no such phone call was made.
Finally today (5 days after all mis-delivery was reported to DELL) I contact them again stating that I needed the laptop in next couple of days as its my mums birthday. They stated that they could not yet send me a new order as they were STILL waiting on paperwork from courier.
At this point, I had (understandably I think) lost all patience with DELL. I told them to forget the order as I simply wanted my money back and would take my business elsewhere. I have been told that they will process the refund on Wednesday as thats when they expect to get paperwork from courier.
I doubt I will get the refund on Wednesday - I will probably have to phone to complain AGAIN. :mad:
I simply ordered a laptop online for my mums birthday and it has lead to a nightmare! Here is a summarised version of my problems with Dell:
They delivered my laptop to 6 BLAH COURT instead of 6 BLAH ROAD (as per the details of my order). I discovered this when I realised that the online tracking stated that it was delivered and signed for by "RYANS".
I visited the Ryans only to be told they never had it (I knew they were lying). Next day they contacted me to say that it was a "misunderstanding" and that they had given it to their daughter who is now on holiday for 2 weeks in Egypt!
I contacted DELL customer support and informed them of the situation. They said they would launch an "investigation" which involved contacting their courier for a report. I said I didn't want the laptop the Ryans had as they had no doubt opened it and I'm not prepared to wait 2 weeks. Dell informed me that their policy is to recover mis-delivered items and send me a new order. I asked how long this would take and was told 24 hours and they would be in touch to confirm they had re-ordered laptop for me.
30 hours later - no contact from DELL. I called them and they said they were still waiting on paperwork from courier and that I would definitely receive a phone call by 5pm. Surprise, surprise, no such phone call was made.
Finally today (5 days after all mis-delivery was reported to DELL) I contact them again stating that I needed the laptop in next couple of days as its my mums birthday. They stated that they could not yet send me a new order as they were STILL waiting on paperwork from courier.
At this point, I had (understandably I think) lost all patience with DELL. I told them to forget the order as I simply wanted my money back and would take my business elsewhere. I have been told that they will process the refund on Wednesday as thats when they expect to get paperwork from courier.
I doubt I will get the refund on Wednesday - I will probably have to phone to complain AGAIN. :mad:
"Isn't it enough to see that a garden is beautiful without having to believe that there are fairies at the bottom of it too?" (Douglas Adams)
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Comments
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Just think on the plus point. They have saved you the hassle of owning a dell computer and then having to return it in a few months when it breaks down.
They have done you a favour0 -
Why would they break down any more often than any other manufacturer?
They all use exactly the same components.0 -
OP, sorry you have had these problems.
BUT, on the other hand I have ordered four items from Dell over the last 18 months and no problems.
Sounds more like a courier problem than a Dell problem. I know it is Dell who have to accept the flak over their choice of courier but your heading is a bit misleading
Cyberbob, none of our Dells have broken down....:T
Sorry, I lie....I had problems with a hard drive the other day but a bit of fiddling(ooher missus...) and all is fine again. Not the end of the world after all0 -
OP, sorry you have had these problems.
BUT, on the other hand I have ordered four items from Dell over the last 18 months and no problems.
Sounds more like a courier problem than a Dell problem. I know it is Dell who have to accept the flak over their choice of courier but your heading is a bit misleading
Cyberbob, none of our Dells have broken down....:T
Sorry, I lie....I had problems with a hard drive the other day but a bit of fiddling(ooher missus...) and all is fine again. Not the end of the world after all
Firstly, whilst the courier are responsible for the original mis-delivery DELL are essentially responsible for them. If readers of this forum are considering buying from DELL online then they should be aware of issues with their courier. In fact - another MSE user complained about DELL's courier company only a couple of days ago.
Secondly - a DELL customer care operator told me a new laptop would be ordered in 24 hours - it wasn't.
Thirdly - another DELL customer care operator told me I would receive a call back on Friday before 5pm - I wasn't.
Fourthly, another DELL customer care operator told me today that there was nothing he could do to sort this issue out today and that I would just have to wait until Wednesday for a refund.
In light of all of the above points I do not think the heading of my vent is misleading."Isn't it enough to see that a garden is beautiful without having to believe that there are fairies at the bottom of it too?" (Douglas Adams)0 -
I think you will find I actually said although it was a courier problem Dell will take the flak because they choose the courier.
I also said I have ordered four items(3 laptops and a netbook)from Dell without any problems. You have a problem with ONE order.
If Dell are having problems with their courier and are awaiting answers from them what do you expect?
Do you always have every answer directly to hand?
Nope, thought not....
possibly a problem being as you are in Glasgow...
that is a joke as I was born in Dunoon....0 -
When I called DELL today I did not expect them to "have the answers straight at hand" however I did expect them to be able to do something to deal with the issue - which is clearly beyond them so I have no choice but to wait until Wednesday.
I have no doubt that I will have to call them again (for 4th/5th time) on Wednesday in order to actually get my refund.
When I worked in a call centre (whilst doing my under-grad) I was not always able to resolve problems then and there - but I would take action to sort it out. I would not take the "thats not my fault - its another department" type attitude which I am finding with Dell.
In addition, I would also call customers back if I had said I would.
PS - I am not in Glasgow - that profile information is out of date and I don't want to update it."Isn't it enough to see that a garden is beautiful without having to believe that there are fairies at the bottom of it too?" (Douglas Adams)0 -
If you worked in a call centre I very much doubt you would have the opportunity to 'ad-lib'. I know for a fact you cannot go off-script. Nice comment about under-grad by the way, makes you sound intelligent...
Your profile is out of date but you don't want to update? yet you go to the effort to whinge about a problem with Dell.
Just teasing..:rotfl:0 -
I did in fact ad-lib - however I am going back 10 years so perhaps the company has since changed!
As for profile information - I often answer peoples questions in my capacity as a teacher. There is therefore a danger that parents reading the forum could identify me which I wish to avoid.
I sometimes post about personal issues and don't wish parents to be privy to that information!"Isn't it enough to see that a garden is beautiful without having to believe that there are fairies at the bottom of it too?" (Douglas Adams)0 -
Sorry to hear of your problems.
I have ordered 6 machines from Dell over the years with no problems and none have stopped working either.
What about contacting the police?
The RYANS have signed for goods not ordered and have used them. Is that not theft?0 -
PLG, please don't take what I said too seriously. I am teasing you. My daughter has just qualified as a teacher, and I can appreciate you wouldn't want some parents to be able to identify you.
On a serious note, I do hope you manage to get a result. Dell are normally a good service company, although as in other walks of life, things do go wrong. Just don't take it as a personal slight.
Can you keep us updated? I have never had a problem with Dell, would be good to see the other side of the coin.0
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