Dell - a question about delivery

b814sn1

I've had a couple of Dell products and have recommended Dell to friends and family in the past- they seem to deliver in a week or so on the advertised day so no complaints there.

However, I took a day off work yesterday for a Collect and Return for a Inspiron 531 Desktop PC whose CD/DVD drive has packed in after 3 or 4 months ..... you've guessed it, they didn't turn up. There was no apology or anything. They said they pick up 9-5.30. At 5pm I was getting nervous so I phoned the 0870 number (ouch!) to check up. A very nice man with an Indian accent said it was on the job sheet for a 5pm estimated delivery so I thoght I was just the last on the list. He said that he'd call me an hour later to check on the pick-up.

The pick-up never happened. The very nice man did call me back. He said he'd chase it up and call me back- probably today as the courier would probably be at home as it was past 6pm.

Why didn't the courier (whoever they are) call me to apologise or make a plausible excuse.

I'm livid. I'll probably have to take more time off work which is just unnacceptable. I'll try and push for an extended warranty but I've not idea who to contact about this. Do Dell UK read these forums I wonder?

I see they have an address in Bracknell. Will I get to speak to someone in the UK if I contact them?

Does anyone have similar experience of Dell support? How did you achieve a satisfactory result.

I'm not racist but talking to very pleasant Indian people who clearly don't catch every word of my Hull accent and I don't fully understand every word they say is a slightly annoying way to try to do business.

Unless Dell really, really make up for this I'll never touch this company again. My days off are just too valuable to me, Dell clearly just don't "get it". They have lost the plot for me.

Steve

deanos

Ive had experience with dell support, my Vostro had a noisy fan, after ringing support they booked an engineer and he arrived next day and fitted the new fan, in the evening the person who took my call rang to see if the pc was now fixed, very good service IMO.

However i have next day onsite warranty and have no experience of the send away service.

A little gripe i have is they are too big a company, when you do ring you do get passed to loads of different people.

Voyager2002

b814sn1 wrote: »

I've had a couple of Dell products and have recommended Dell to friends and family in the past- they seem to deliver in a week or so on the advertised day so no complaints there.

However, I took a day off work yesterday for a Collect and Return for a Inspiron 531 Desktop PC whose CD/DVD drive has packed in after 3 or 4 months ..... you've guessed it, they didn't turn up. There was no apology or anything. They said they pick up 9-5.30. At 5pm I was getting nervous so I phoned the 0870 number (ouch!) to check up. A very nice man with an Indian accent said it was on the job sheet for a 5pm estimated delivery so I thoght I was just the last on the list. He said that he'd call me an hour later to check on the pick-up.

The pick-up never happened. The very nice man did call me back. He said he'd chase it up and call me back- probably today as the courier would probably be at home as it was past 6pm.

Why didn't the courier (whoever they are) call me to apologise or make a plausible excuse.

I'm livid. I'll probably have to take more time off work which is just unnacceptable. I'll try and push for an extended warranty but I've not idea who to contact about this. Do Dell UK read these forums I wonder?

I see they have an address in Bracknell. Will I get to speak to someone in the UK if I contact them?

Does anyone have similar experience of Dell support? How did you achieve a satisfactory result.

I'm not racist but talking to very pleasant Indian people who clearly don't catch every word of my Hull accent and I don't fully understand every word they say is a slightly annoying way to try to do business.

Unless Dell really, really make up for this I'll never touch this company again. My days off are just too valuable to me, Dell clearly just don't "get it". They have lost the plot for me.

Steve

I fear that you are experiencing Dell at their worst. When things work, their products are superb. However, they are not geared up to put things right when anything goes wrong. I was once sent a computer wired up for the German mains (and with a defective monitor) and it took me seven months to get them to do anything about it -- despite that fact that I supposedly had 24-hour on-site service cover! Attempts to contact Bracknell just led me to answering machines, and none of my calls were ever returned.

Good luck: I fear you will need it.

iamashoppingaddict

Gahhhh I'm not sure what to do now then, whether to get the HP one from Tescos or risk Dell!!! Tricky choice.

deanos

Dell gives the better warranty by miles if you are getting a Vostro

iamashoppingaddict

Well I decided to go with the Dell. Trouble is as I'm going through the options the website keeps crashing so I can't scroll down the screen or anything! Tried 3 or 4 times now.

Very frustrating.

sysboy

How to track the delivery online or how I can know about at what time the carrier will come as I am not available to accept during daytime? I do not find any delivery tracking number. Thanks for your help.

Order Date: 28/04/2008
Estimated Delivery Date (on or before this date): 02/06/2008
Actual Shipment Date: 07/05/2008
Carrier Name: Interlink
Status of delivery: Your order is out for delivery

tukki-tukki

dell delivery: 1-2 weeks normally

depends on how busy they are

deanos

sysboy wrote: »

How to track the delivery online or how I can know about at what time the carrier will come as I am not available to accept during daytime? I do not find any delivery tracking number. Thanks for your help.

Order Date: 28/04/2008
Estimated Delivery Date (on or before this date): 02/06/2008
Actual Shipment Date: 07/05/2008
Carrier Name: Interlink
Status of delivery: Your order is out for delivery

Looks like its being delivered today

sysboy

deanos wrote: »

Looks like its being delivered today

Yes, dispatched today. I do not know what time the carrier will come as I am not always at home during the working daytime.