Interesting problem at DELL

  • Thread starter Thread starter Jim Macklin
  • Start date Start date
J

Jim Macklin

A week ago I ordered a toner cartridge for the Dell 100
printer. I then thought I needed some more RAM and a few
other things, so I placed an order on-line with Dell for 1
GB of PC3200, a headset and a mouse.
Dell sent an email saying there was a problem with that
order and they had cancelled it. Called Dell on the phone
and confirmed that the order had been cancelled and placed
another order on-line for 1 GB of PC3200, 2 MS Comfort
Optical 3000 mouse, and a headset.
Checking Dell's website, the order was shown as delayed and
in production.

On Tuesday, three boxes from Dell showed up, the canceled
order and the replacement order. But they also sent a total
of three headsets, so they sent stuff in the boxes that was
not on the packing slip or order.
So I have 2 --1 GB PC3200 which do make my 4.5 year old
Intel Celeron 1.7 run faster than the 2--256 MB did. I even
bumped the graphics settings in the BIOS up and so that is
worthwhile .

My wife really likes the MS Comfort Optical 3000 mouse a
lot, especially the magnifier button.

But tonight she got an email from Dell confirming they just
shipped the order Monday for delivery Thursday or Friday. I
checked the website and DHL reports they have another
package.


A phone call to Dell today resulted in my being told that
they are "having some problems" and I was told to call back
in a few hours. I told the CSR that I had been trying to
fix their problem for about a week and I wasn't going to
spend more time on the phone. I asked to speak to a
supervisor, none was available. I said I'd call back in a
week or so.

QUESTION--- Anybody else having problems with Dell?
 
Jim Macklin said:
A week ago I ordered a toner cartridge for the Dell 100
printer. I then thought I needed some more RAM and a few
other things, so I placed an order on-line with Dell for 1
GB of PC3200, a headset and a mouse.
Dell sent an email saying there was a problem with that
order and they had cancelled it. Called Dell on the phone
and confirmed that the order had been cancelled and placed
another order on-line for 1 GB of PC3200, 2 MS Comfort
Optical 3000 mouse, and a headset.
Checking Dell's website, the order was shown as delayed and
in production.

On Tuesday, three boxes from Dell showed up, the canceled
order and the replacement order. But they also sent a total
of three headsets, so they sent stuff in the boxes that was
not on the packing slip or order.
So I have 2 --1 GB PC3200 which do make my 4.5 year old
Intel Celeron 1.7 run faster than the 2--256 MB did. I even
bumped the graphics settings in the BIOS up and so that is
worthwhile .

My wife really likes the MS Comfort Optical 3000 mouse a
lot, especially the magnifier button.

But tonight she got an email from Dell confirming they just
shipped the order Monday for delivery Thursday or Friday. I
checked the website and DHL reports they have another
package.


A phone call to Dell today resulted in my being told that
they are "having some problems" and I was told to call back
in a few hours. I told the CSR that I had been trying to
fix their problem for about a week and I wasn't going to
spend more time on the phone. I asked to speak to a
supervisor, none was available. I said I'd call back in a
week or so.

QUESTION--- Anybody else having problems with Dell?
Click to expand...

Yep! Within last 30 days. I ordered via phone a rather costly laptop
for a client, and was emailed a confirmation of the order, correct specs.,
and price I had been quoted on the phone. As advised, I emailed them in
about 8 days to check on its status--reply was that it should be completed
and shipped in about 4 days but the price now was approx. $320 less than the
phone order and email confirmation.
Not wanting to be amid a screwup with spec's. and/or price on a 3-grand
laptop, I emailed back, asking for a double-check on the specs. AND the
price. Correct specs. were emailed to me, and this time price was approx.
$360 less than 1st quote. I called now, just as I had done when ordering &
told the csr what had happened and that price had varied over $360. He
checked and verified this $360+ lower price would be honored, altho' it
appeared to be $20 cheaper than the "earlier"quote. ($360-$320= $20 ???)!
I think I must've talked to, at a minimum, 3 countries from start to
finish, with one (I think) the US where I am.. Final outcome: it arrived in
time for xmas, was exactly as customer wanted, and was billed to me for
approx. $400 cheaper than 1st quote!
I reckon the moral in dealing w/them was I should've checked on its
status and price more often. Seemed to get cheaper every time. BTW: It was
the nicest laptop I've ever seen. Picture & screen were fantastic! s
 
I did finally get to speak with some nice people in Oklahoma
City, who put me in touch with customer service in Manila.
I told them my story and they said that I could return the
order, I should just pay for and insure it.

I said that was unacceptable and asked to speak to a
supervisor. Within a few minutes the same voice was back on
the phone and said that they would have UPS picked up the
package and DELL would pay for the shipping.

I packed the three items and UPS did come by this evening
about 5:50 PM CST. Dell has sent an email that confirms
this and I also sent them an email about 6:00 to tell them
the details of the pickup. Dell had made arrangements for
three packages, the UPS driver had three labels. I emailed
Dell to tell them that fact and the tracking number for the
three items in one box. Those items were those on the
cancelled order.

It won't be all over until we get the next statement from
Dell, showing the full credit applied to the account.


One problem may be that the City of Manila has been hit
several times in recent weeks by major typhoons and
earthquakes. Art Bell reported on www.coasttocoastam.com
that just about all the Internet and telephone service was
knock out.




|
in message
| | >A week ago I ordered a toner cartridge for the Dell 100
| > printer. I then thought I needed some more RAM and a
few
| > other things, so I placed an order on-line with Dell for
1
| > GB of PC3200, a headset and a mouse.
| > Dell sent an email saying there was a problem with that
| > order and they had cancelled it. Called Dell on the
phone
| > and confirmed that the order had been cancelled and
placed
| > another order on-line for 1 GB of PC3200, 2 MS Comfort
| > Optical 3000 mouse, and a headset.
| > Checking Dell's website, the order was shown as delayed
and
| > in production.
| >
| > On Tuesday, three boxes from Dell showed up, the
canceled
| > order and the replacement order. But they also sent a
total
| > of three headsets, so they sent stuff in the boxes that
was
| > not on the packing slip or order.
| > So I have 2 --1 GB PC3200 which do make my 4.5 year old
| > Intel Celeron 1.7 run faster than the 2--256 MB did. I
even
| > bumped the graphics settings in the BIOS up and so that
is
| > worthwhile .
| >
| > My wife really likes the MS Comfort Optical 3000 mouse a
| > lot, especially the magnifier button.
| >
| > But tonight she got an email from Dell confirming they
just
| > shipped the order Monday for delivery Thursday or
Friday. I
| > checked the website and DHL reports they have another
| > package.
| >
| >
| > A phone call to Dell today resulted in my being told
that
| > they are "having some problems" and I was told to call
back
| > in a few hours. I told the CSR that I had been trying
to
| > fix their problem for about a week and I wasn't going to
| > spend more time on the phone. I asked to speak to a
| > supervisor, none was available. I said I'd call back in
a
| > week or so.
| >
| > QUESTION--- Anybody else having problems with Dell?
|
| Yep! Within last 30 days. I ordered via phone a rather
costly laptop
| for a client, and was emailed a confirmation of the order,
correct specs.,
| and price I had been quoted on the phone. As advised, I
emailed them in
| about 8 days to check on its status--reply was that it
should be completed
| and shipped in about 4 days but the price now was approx.
$320 less than the
| phone order and email confirmation.
| Not wanting to be amid a screwup with spec's. and/or
price on a 3-grand
| laptop, I emailed back, asking for a double-check on the
specs. AND the
| price. Correct specs. were emailed to me, and this time
price was approx.
| $360 less than 1st quote. I called now, just as I had
done when ordering &
| told the csr what had happened and that price had varied
over $360. He
| checked and verified this $360+ lower price would be
honored, altho' it
| appeared to be $20 cheaper than the "earlier"quote.
($360-$320= $20 ???)!
| I think I must've talked to, at a minimum, 3 countries
from start to
| finish, with one (I think) the US where I am.. Final
outcome: it arrived in
| time for xmas, was exactly as customer wanted, and was
billed to me for
| approx. $400 cheaper than 1st quote!
| I reckon the moral in dealing w/them was I should've
checked on its
| status and price more often. Seemed to get cheaper every
time. BTW: It was
| the nicest laptop I've ever seen. Picture & screen were
fantastic! s
|
|
 
Back
Top