Wired Pig's World

Tuesday, August 09, 2005

Dell Delays

About 5 days ago i sent Dell an email asking why it was taking two weeks to ship my Axim and daughters Dimension 2400...

What I asked was, "Is there a reasonable explanation as to why it would take the 2400 TWO (2) weeks to build and ship? "

I was told -
"Please allow me a moment to explain that an estimated shipping date (I asked about MY order, not someone else's order. They have the information, they can look it up and tell ME, not give some BS generic answer) provided to customer is based on conditions of availability of components at the time the order is placed. Therefore, the estimated shipping date of your order has also been provided considering the timeframe required for the completion of your order. However, I would like to assure you that most of our orders are completed and shipped well before the mentioned timeframe. " <-- Just not yours

Amazingly today, the ship date, I was sent the following -
"This message is being sent to advise you of a delay with respect to a promotional item included in your recent order. Although we had anticipated being able to ship this item sooner, we are experiencing an unexpected delay, and will not be able to ship this order until on or before 08-16-2005."

Isnt it amazing that when I pointedly asked WHY it was taking so long I was given a BS answer, yet when it misses the ship date I get the real reason.

I now have a love/hate relationship with Dell... Love their stuff, hate their damn customer service.

Anyone out there have Michael Dell's email address so I can get some human answer not a customer service scripted response?

What have I learned?

Never Buy Anything on Promotion... in this case it was the Dell GPS system that was bundled with the Axim at sale.
Dell will keep you waiting if they can... maybe another email to Dell CS is in order.

What isnt answered - why hold up the ENTIRE order over the GPS unit? Send me what you DO HAVE damn it... the GPS isnt an integral part of the Dim 2400 or the Axim...

Dell CS did tell me in response to my original email "In order to expedite your orders, I have changed the shipping method of your orders to the Next Day delivery method absolutely free of cost." Gee, wasnt that swell of them... I dont give a damn about the shipping.. .I WANT IT SHIPPED!

posted by Glenn H at 8/09/2005 12:47:00 PM

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