Dell laptop

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shnaek

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I ordered a dell laptop almost a month ago. Even though my specs were confimed on order and paid for, the laptop arrived minus a €600 graphics card, a TV card and with a hard drive which rotated at 5400 instead of 7200 depriving me of €150.
I pointed this out to Dell. They acknowledged their mistake and said they'd fix it.
But they are delaying and delaying. Am I being a fool here by being quite decent about it? Because actually I am very angry about it. I mean, did they think they would get away with sending me a different machine, or was it a genuine mistake? If I wasn't tech savvy I may not have noticed.
What do ye think I should do about it? I have been in touch with a sales person via email and phone and I have always been understanding and courteous to her. But it feels like it's getting a bit ridiculous now - after a month and after I paid for a system which I did not recieve.
 
shnaek said:
I ordered a dell laptop almost a month ago. Even though my specs were confimed on order and paid for, the laptop arrived minus a €600 graphics card, a TV card and with a hard drive which rotated at 5400 instead of 7200 depriving me of €150.
I pointed this out to Dell. They acknowledged their mistake and said they'd fix it.
But they are delaying and delaying. Am I being a fool here by being quite decent about it? Because actually I am very angry about it. I mean, did they think they would get away with sending me a different machine, or was it a genuine mistake? If I wasn't tech savvy I may not have noticed.
What do ye think I should do about it? I have been in touch with a sales person via email and phone and I have always been understanding and courteous to her. But it feels like it's getting a bit ridiculous now - after a month and after I paid for a system which I did not recieve.
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Ask for the name of the top brass and send them on an e-mail..I think that will speed up your query.
 
Remember any after-sales support that you paid for has probably already kicked in for what you have not received.

I know someone that received something short of what was ordered but yet the credit card had been fully charged. Did not give up on the credit card thing. Went all the way to the Financial Controller in Limerick until they reversed the charge to the card until such time as they were able to send the correct machine, and then the 1-yr support started.

Time to get tough.
 
Thanks for the advice. I hadn't even thought about the after sales. I'll try mail Liam and see if I get any satisfaction. Sometimes I think that being too patient can work out badly in these situations as they assume you are a walkover.
Cheers.
 
I bought a Laptop off them last year, and they were the worst customer services (if you can even call it a service) I have ever ever experienced. I even got other people to ring on my behalf to hear the bull sh** they came out with, it was unbelievable.
I even got in contact with the supervisor, but he was just the same. When I asked for the name of the manager they refused to give it to me, so that is what you are dealing with.
 
I have to say that I have never had a bad experience with Dell. I have had problems with my laptop but they were always dealt with immediately. I have never had a bad telephone experience.

I recently ordered something that I decided to return on the same day that I had decided to purchased a new laptop.

Dell told me to keep it and that they would credit my credit card. It cost over €100. I couldn't believe it and of course I am delighted because I can use if on my new laptop.

Marion
 
Keep detailed notes of the problems experienced, the times you called, the promises they made and didn't deliver on. Put it all down in writing and sent it to the top guy. It scares the hell out of them when you appear organised rather than just having a general feeling you got bad service !

Also, as you have been without the PC you ordered for over a month, you should be asking for compensation. Nothing hits them harder than the thought their error is going to cost them money !

If they ignore your letter, send it again 1 week later with an even stronger cover letter. A large company such as Dell should have procedures in place for dealing with complaints. If your letter goes to the top, then someone in the complaints department will have to answer why your problem wasn't dealt with.

I have used this method of listing all phone calls etc in writing a number of times for myself and friends when we have received poor service. It has never failed in producing a satisfactory result in a short amount of time.
 
Have you reviewed their complaints procedure ?

Hopefully this represents a new channel for you (distinct from order mgt / customer services ) and the procedure makes reference an escalation process with guaranteed acknowledgement and follow-up.
 
Thanks for that link, nt00deep. I'll check it now. It's getting ridiculous at this stage. I am over a month waiting for something to be done. I mailed them today and was mailed back that such and such is on holidays until tomorrow and nothing can be done until then. My patience is really being tried here. It's a disaster. They said they could offer something with XP home that's in stock at the mo - but I ordered and paid for XP pro. What the hell is going on?!
 
Howitzer said:
it's incredibly bad manners. Go through the appropriate channels.
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Says who? The problem these days with many customer care centres or appropriate channels as you refer to them is that you don't receive any decent care. In my opinion you are actually doing the company a favour by going to the top (after being unsuccessful previously). Maybe then the penny will drop that their service staff are not pulling their weight.

And it normally works.
 
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