Wired Pig's World

Friday, August 12, 2005

Ultimate Frustration

First I need to state that I am 'Pro Dell'. I love the company's products.

Now, for my frustration...

Before getting the 'Order Delayed' email from Dell, I emailed and asked WHY it was taking 2 weeks to build and ship a PC, printer and Pocket PC. That topic is here.

Today I sent dell the following -

Can you tell me EXACTLY what "promotional item included in your recent order" is delaying the shipment? Its in either order 49501XXX, 49501XXX, or 49501XXX.
Is it the Axim X50v 2200mah battery, the Dell Printer or something else??

To which I was sent -

You are receiving a new order confirmation because it was necessary to cancel and re-enter your order to prevent further delay. If you have any questions or want to cancel the order, please contact us at 800.915.3355 ext 7243784 option 2.

This got me upset.. now the order is even FURTHER OUT!!! So I fired off the following. (I need to say that the rep who emailed me was spot on, I"m not pissed that he did what he did, just that I keep getting my order pushed back and back. KUDOS to Jose... Dell can bite me.)

Jose,

First, I would like to thank you for your proactive response to my email.
Assisting me in avoiding further delay is greatly appreciated.

Second, I wish to state that I am disappointed in Dell's processing of my order. My disappointment isn't directed at you. Please feel free to pass on my comments below to whomever at Dell would be the most appropriate.

Having ship dates slip from 8/9/2005 to 8/16/2005 to (hopefully) 8/22/2005 and 8/29/2005 with a wait time of 34 days from order to arrival at my house (should it ship on its tentative ship date) isn't what I deem good by any stretch of the word.

I can relate to stock on hand and ordering more product for inventory, however; these are things that should be done when running a promotion as demand anticipation. Keeping customers waiting for products isn't good for business. Dell should provide the option, when sending out 'Order Delayed'
emails, to have the item shipped minus the NON-CRITICAL item(s) to avoid delays like this.

Having read others comments on the July promotion at Aximsite's forums
(http://www.aximsite.com/boards/showthread.php?t=94173) I can see that I'm not alone. In reading this thread I have seen users who placed orders a week after mine who have received theirs. While I can understand that my order was 'unique', it is no less disheartening.

posted by Glenn H at 8/12/2005 12:51:00 PM

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