Buying from Dell online.....Painful!

[robm3]

23rd Jan I ordered a laptop through Dell.com as my old one just died, website told me it would take around 10days to deliver my order. Okay no problems so I order...

Today I checked the order status and it tells me order will be with me on the 26th of Feb! Oh dear, this isn't any good, no problem though, I'll just cancel right...

So, after 20 minutes on hold for their customer service (I did ring at 17:00 I guess) the polite Indian chap tells me it's a £20 cancellation fee

I then proceeded to kick off about this so they said they'd consider this and email me back....

So, now waiting on the outcome but really pi$$ed about it.

I had thought these guys were at the cutting edge of speed of delivery and customer service...seems they've passed the Tipping Point..

[TheD]

When I use Dell I always tell myself it will take at least 4 weeks and that's optimistic.

I actually like Dell but sometimes it is better to phone and get it in writing via email

[agent006]

They've had parts supply problems for a while now. You're not the only one that's had mysterious extra delays. We still buy lots from them but only because getting a consistent order spec for more than about a week out of Lenovo is impossible.

[fadeaway]

don't the distance selling rules apply to this - ie giving you 14 days to cancel your order? Or don't they apply as it's made to order?

[Phoenix]

I don't think distance selling regs cover made to order items. But think you still have a right to cancel within so many days. I will look into this if they don't get back to me on Monday as requested.

I have the same problem, ordered and credit card charged 5 days ago and I haven't even received an order confirmation yet. This was one of thier special offers built to thier spec so was hoping they would have it in stock.

Customer service has not responded to my emails. I have tried to phone them today but customer service is only open M-F 09.00 to 18.00 despite thier website quoting otherwise. Sounds like it's an overseas call centre so that is going to be extra frustration. Obviously they are quite happy to take your money all of the time but a bit more picky when having to deal with people who have already paid.

This is my first experience of Dell, and at the moment it will be my last. Communication has been none existent from them. Sure, I understand that they may be extra busy, supply delays etc but a quick email telling me this and that someone would be in contact within xx number of days is all it takes.

Let's see what Monday brings.

[Phoenix]

And what appeared next to my post.



An advert for Dell. Don't know whether to laugh or cry.

[Man-At-Arms]

Phoenix said:

ordered and credit card charged 5 days ago and I haven't even received an order confirmation yet.

so the cc company will expect you to pay your bill, and then you'll still be waiting for your goods for another 4weeks !

what happened to invoice at point of despatch ?

[Buzz word]

I just got my order through the other day. It was about a week and a half late with no explaination. It spent a week marked as shipped on the tracker but the tracker was never populated. By the time it passed the due date I went on the offensive contacting all cusomer contact avenues until I had answers. It seemingly pushed them into action and the shipping tracker finally was popluated. After that it all happened like it should but it was 1.5 weeks late on a 4 week build. Hang tough and just wait it out but I would used the email moan option daily.

[Phoenix]

Buzz word said:

......I would used the email moan option daily.

Oh, don't worry, I will.

All I want is the product I have paid for or my money back so that I can buy from somewhere else. Laptop is needed for a business trip at the end of Feb.

[M-J-B]

Man-At-Arms said:

what happened to invoice at point of despatch ?

Unfortunately no company in its right mind would build a bespoke anything and then charge on despatch just on case the cheque or card bounces...... (I'm sure however large businesses can obtain extended credit terms from Dell)

We always buy Dell and simply accept the build quality and service outways initial delivery problems that may occur (most of our previous orders have been on time or before the expected delivery date)

[Phoenix]

Of course I am happy to pay up front, and this is one of thier recommended specification laptops so I thought they would be able to ship quickly. Very annoyed about the lack of any form of contact or response from them despire my efforts to contact them on three separate ocassions.

If they cannot give me a estimated delivery date on Monday I will be looking to get my money back and spend it elsewhere.


Provided I can actually get a response from anyone.

[Silverbullet767]

I ordered a monitor on the 22/1, an off the shelf item you may think..

Est. delivery date. 25/2

A month for a monitor.........

[Phoenix]

M-J-B said:

We always buy Dell and simply accept the build quality and service outways initial delivery problems that may occur (most of our previous orders have been on time or before the expected delivery date)

That's ok if you already know how long they take and can plan for that but as a new customer looking to buy a laptop needed for a business trip at the end of February it's hard to take especially as they have charged my card but not been in contact with me.

If or when it turns up it had better be a bloody fatastic piece of kit.

[agent006]

Dell start selling to retail outlets and shortly afterwards their direct sales go to pot. Coincidence?

These ordering problems have been well publicised in various IT press with all the same problems as listed above.

[mikef]

On the other hand...

Recently I've ordered and received two items - a Core i7 desktop and a touchscreen monitor - from Dell. In each case, the quoted lead time on the website was around 7-10 days. Once I'd placed the order, the expected time was quoted as around 3 weeks. However, each item was delivered in around 4 days.

Maybe they are setting expectations low?

[sebhaque]

Bought myself an Alienware and it arrived 3 days late - but that was probably due to the heavy snow we had at the time, I can't be mad over 3 days in st weather. Perhaps it's a case of more money = better service; spending c. £2000 probably meant to them that they needed to get my kit out ASAP.