Struggles with Dell

O.k., I’m starting to get grumpy with Dell. As I mentioned earlier, my computer’s hard drive when kaput a little while back, and I’ve had to use my wife’s iBook which is serviceable but which I don’t really like just because of habits formed with Windows computers. So, I ordered a new computer from Dell which was supposed to be delivered a week ago. Guess who is still waiting for a computer?

My letter of complaint pretty much sets out the issues. “Kundan” is the customer representative assigned to this case.

Dear Kundan or other Dell Representative:

I am writing to advise that as of 9:30 a.m. Eastern Standard Time, I have not received the remainder of my order. As you may recall (and as is reflected in the attached correspondence), I received the monitor component of my order on November 22, 2005 but did not receive the rest of the order.

A timeline of this incident is as follows:
Nov. 16, 2005 – order placed
Nov. 19, 2005 – package shipped with projected arrival date of Nov. 22, 2005.
Nov. 22, 2005 – monitor received, no computer. E-mail from Dell stating that there had been a theft of a delivery vehicle.
Nov. 23, 2005 – Dell advises that UPS says the order should be delivered by the end of the day. No delivery.
Nov. 24, 2005 – I advise Dell that no delivery was received. Dell responds that replacement will be processed as a priority and shipped via Next Day shipping and that I will be notified when the order is shipped from Dell.
Nov. 25, 26, 27, 28 – No further activity.

As you can imagine, I am a bit disgruntled when I consider that, two weeks ago, I could have gone to one of our local stores and picked up a computer there. I understand that some of this is out of your control; but I am sure you can understand my frustration. In particular, a web page that would allow me to monitor the progress of this issue would be helpful. However, it appears that once this matter became non-standard, it became untrackable from the normal Order Status page.

To conclude, I wanted to: 1) advise you that no further activity on this order has taken place; 2) express my frustration with this matter; and 3) request a status report and indication of the date upon which I can expect completion of my order.

Thank you for your continued attention to this matter.

/s/Douglas J. Masson

Kundan’s kind reply is very apologetic. He even offers a $50 credit with Dell. That’s nice. But, please note, the response CONTAINS ABSOLUTELY NO INDICATION OF WHEN I MIGHT EXPECT DELIVERY OF MY ORDER.

Dear Mr. Masson,

Thank you for your kind reply.

I understand the inconvenience that you may have felt in this transaction. Had I been in your place, I would, most certainly, have felt similarly.

I understand that you have been presented with a highly stressful and frustrating pressure that you feel we have exacerbated. It is, of course, never our intention to do so.

I apologize for the inconvenience you have been facing due to the delay in the processing of replacement order. We have already filed a claim with UPS for the lost package and awaiting their reply in this reply. Usually we get reply for any claim within 2- 3 days but in your case it is still awaited, which is delaying the processing of replacement order.

Mr. Masson, it has never been our intention to delay the processing of any order either new or replacement. Please understand sometimes things happen beyond our control and we do apologize for that.

I know the inconvenience caused to you is beyond any monetary compensation. However, as a customer care courtesy and in appreciation of you being a valued customer, I would like to offer you a credit refund of $50.00.

I hope you will be pleased with this offer and send me the confirmation at it?s earliest. Upon receiving confirmation, I will issue a credit refund of $50.

If there is anything concerning your level of satisfaction in your dealing with Dell, please do not hesitate to reply me back and I assure you the highest possible level of my service to you.

It has been a pleasure assisting a Dell valued customer. Your case number for this interaction is ######. Please keep this number for your records; it will help us keep track of this issue so we can better assist you, if you have any further questions or concerns about your ongoing issue.

If there is anything additional you need or have any further queries or concerns, please do not hesitate in replying to me, or else you can contact our online customer care center at:

http://www.DellCustomerCare.com

Thank you and have a great day.

I’m only marginally interested in the origin of the problem. I’m much more interested in when they will give me what I paid for. If there is no progress tomorrow, likely I’ll point out that their problems with UPS are not my concern and turn into one of those customers that folks in the service industries hate.

Update: I was just clued in to this article suggesting that Dell has a strategy to deal with bloggers complaining about Dell’s customer service. So, if any readers out there have contacts at Dell, feel free to rat me out.

The strategy and the article apparently arose out of the Dell Hell series by Jeff Jarvis at Buzz Machine. Wish I’d read this stuff before I’d forked over the money to Dell.