gambothell
join:2006-02-26
Bothell, WA
|  [Rant] Dell Orders for stock items
My wife and I were gone for a month and I got home yesterday realizing that I forgot to pack my wife's Dell Inspiron AC adapter. Being a person who takes charge, I decided to immediately purchase a new one and have it shipped overnight so I would not be buzzard meat, for you see she only has about two hours left on her battery and she is behind on some accounting work.... Ouch.
So being a good Dell customer, I decided to purchase a replacement AC adapter from their web site. I found the replacement within a few seconds and ordered it. I decided to pay the $16 dollars for one day shipping and thought that I had put out the fire.
When I received the confirmation from Dell, it said that the replacement AC adapter would not ship for 6 more days even though I paid for overnight shipping. I could not believe my eyes, we all know that notebook AC adapters are off the shelf, stock items, so I decided to call Customer Service to see if I could expedite the order so that I could live another day.
Well, I was put in touch with a guy named Vinay. Yea, right - he could hardly speak English and resided in India. He told me that yes I paid for overnight shipping, but it would not ship for six more days. I explained to him that this is a stocked item. No where on Dell's web site did it say, we cannot process the order for six days. Well, Vinay was totally useless and just kept reading my email back to me. I asked to speak to a supervisor and was told I could not talk to him. What .... I asked for a phone number to talk to a person in the U.S. so I could expedite the order and he said that there was no other number to give me.
Well, I decided to cancel the order and went on Google and found a stocked Inspiron AC adapter within a couple of minutes and had it shipped over night. It also cost less then the one from Dell. Good going Dell....
I will have to think very hard in the future before I purchase any accessory or even a computer from Dell.
What has happened to Customer Service. This was not an issue of cost, I would have paid twice the price to keep peace at home. I must say that management in these companies should examine their heads because they do not have a clue on what customer expectations are. |
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Zubenelgenubi
@qwest.net
| If you can even look for anything on Dell's website. I wanted a battery for a Latitude, and couldn't even log in. Got stuck in some kind of a loop. Nothing on the website says you have to use IE, have javascript or java enabled, or you can't use adblock. I should think if they want business, being able to shop w/o all the hassle would be a priority.
I complained to the sales dept, and since then have been getting spam about a dell computer.
Zuben |
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dvd536
as Mr. Pink as they come
Premium
join:2001-04-27
Phoenix, AZ
| reply to gambothell
said by gambothell  :What has happened to Customer Service. This was not an issue of cost, I would have paid twice the price to keep peace at home. I must say that management in these companies should examine their heads because they do not have a clue on what customer expectations are. Corporate GREED plain and simple.
you actually got someone who wasn't named "steve" or "thomas"? ROFL!!!
it could have been handled flawlessly by an american making $7.50 an hour but no it was through some assclown in india making 20 cents an hour.
next time buy through biz services[they have american support people]
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When I gez aju zavateh na nalechoo more new yonooz tonigh molinigh - Ken Lee |
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removed
I'm the bobblehead
Premium,VIP
join:2002-02-08
Houston, TX
clubs:
| reply to gambothell
Dell doesn't have the capability to send out items on the same day -- it doesn't matter if the item is in stock or not, or how much you paid for shipping. Hell, I don't know of any large computer manufactures that can get things shipped out the same exact day.
You should've purchased this from a 3rd party, or just remembered the damn AC adapter to begin with.
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irc.removed.us - #dslr | DSLR Phishtracker | Email: removed@dslr.net |
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removed
I'm the bobblehead
Premium,VIP
join:2002-02-08
Houston, TX
clubs:
| reply to dvd536
said by dvd536 :it could have been handled flawlessly by an american making $7.50 an hour but no it was through some assclown in india making 20 cents an hour. How could it have been "handled flawlessly" by an American? Dell doesn't have the capability to send things out the same day -- it doesn't matter if you're talking to a rep in Bangalore or Austin... you'll get the same answer.
said by dvd536 :next time buy through biz services[they have american support people] That won't make any difference whatsoever. It still takes a few days before they ship your order. |
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eljay001
join:2004-03-17
South Portland, ME
 ·Great Works Internet
| reply to gambothell
I agree that ordering parts from Dell's website is a pain in the ass (if you can find them to begin with), but if there's no stock on the shelf to go out overnight, then it's not being shipped overnight. This is the case with any product shipping from any fulfillment center. The Indian guy can't help that. I'm glad you had the sense to simply cancel the order and buy it from somebody else. |
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drslash
Goya Asma
Premium
join:2002-02-18
Marion, IA
| reply to gambothell
I would not have expected next day 'processing' and shipping when paying for expedited shipping.
For help in the future, I had a Dell AC adapter fail so I contacted an ebay seller directly and got the new adapter the next day. The adapter price was about half of what Dell was charging.
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Save water...drink beer! |
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beeman65
join:2001-07-23
Mckeesport, PA
clubs:
| reply to gambothell
It sounds like they didn't have it in stock or maybe just ran out of stock. Seems like even if you paid for ground shipping, it still wouldn't ship for six days whenever they got it back in stock.
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Get Firefox. Join the new wave. |
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archaned
Premium
join:2003-06-18
Brooklyn, NY | reply to removed
i beg to differ, my adapter got a short. i called dell and received a replacement the next morning delivered by DHL. This was my one and only call to dell support. Maybe i was lucky. |
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dvd536
as Mr. Pink as they come
Premium
join:2001-04-27
Phoenix, AZ
| reply to removed
said by removed :said by dvd536 :it could have been handled flawlessly by an american making $7.50 an hour but no it was through some assclown in india making 20 cents an hour. How could it have been "handled flawlessly" by an American? Dell doesn't have the capability to send things out the same day -- it doesn't matter if you're talking to a rep in Bangalore or Austin... you'll get the same answer. said by dvd536 :next time buy through biz services[they have american support people] That won't make any difference whatsoever. It still takes a few days before they ship your order. yeah but at least you'll get a higher level of competence than this: "Vinay was totally useless and just kept reading my email back to me"
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When I gez aju zavateh na nalechoo more new yonooz tonigh molinigh - Ken Lee |
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dvd536
as Mr. Pink as they come
Premium
join:2001-04-27
Phoenix, AZ
| reply to archaned
said by archaned :i beg to differ, my adapter got a short. i called dell and received a replacement the next morning delivered by DHL. This was my one and only call to dell support. Maybe i was lucky. GETTING it via DHL and not coming DAMAGED in some way, i'd say you were INCREDIBLY lucky!
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When I gez aju zavateh na nalechoo more new yonooz tonigh molinigh - Ken Lee |
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nightdesigns
Gone missing, back soon
Premium
join:2002-05-31
AZ
 ·Cox HSI
| reply to gambothell
I don't understand in this time in age how a company cannot ship an in-stock product within 2 business days. I mean 6 days for this guy? Now I have no issue if it clearly says "This product ships within X days" but there's no reason to deal with dell if other companies can ship the exact same product immediately. Most of the companies I deal with for personal use and for work ship within 24 hours, and I thank them by ordering over and over again.
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This Space for Rent... |
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insomniac84
join:2002-01-03
Schererville, IN
| reply to Zubenelgenubi
said by Zubenelgenubi :
Nothing on the website says you have to use IE, have javascript or java enabled, or you can't use adblock. You cripple your browser and are blaming dell that nothing worked? I find that laughable. |
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Ass Clown
@rad42.com
| reply to dvd536
said by dvd536 :it could have been handled flawlessly by an american making $7.50 an hour but no it was through some assclown in india making 20 cents an hour. Unfortunately, paying some "assclown" in India 20 cents an hour makes perfect sense from Dell's perpsective.
If I understand their market positioning correctly, Dell competes primarily according to price. Michael Dell, IIRC, started his company by building el-cheapo IBM clones in his college dorm room.
So if a company that attracts consumers whose primary consideration is low price moves their support to India in order to take advantage of the low-priced "assclown" availability there, should this really be a surprise for anyone?
After all, consumers have told Dell quite clearly via their wallets that price, above all else, is their primary consideration. There's nothing wrong with that, but if that is the case, Dell would be crazy to spend any more money on support then they absolutely have to.
said by dvd536 :next time buy through biz services[they have american support people] Someone posted something on here earlier (the post vanished for some reason) I'd like to get clarification on.
If I understand correctly, some models of the Latitude are considered business-class machines. Could someone please tell me at what model number the Latitudes go from consumer to business-class machines?
If I read that post correctly, it is indeed possible to talk to assclowns located right here in the US. The kicker, of course, is that these particular folks are only available above a certain price point of laptop. The difference in price goes toward paying the people providing US-based support their $7.50 an hour salaries. |
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removed
I'm the bobblehead
Premium,VIP
join:2002-02-08
Houston, TX
clubs:
| reply to dvd536
said by dvd536 :yeah but at least you'll get a higher level of competence than this: "Vinay was totally useless and just kept reading my email back to me" What else do you want them to do? The situation is the same either way -- would you really feel better if the guy you're talking to rephrases the email? How would that change anything? |
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Zubenelgenubi
@qwest.net | reply to insomniac84
If you want sales, especially now, you need to be a lot more specific. If I have to hunt for any information, I won't buy from that vendor. I've got better things to do with my time.
You want my money, you accommodate me within reason.
Zuben |
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anmnoyous
@comcast.net | reply to gambothell
I feel your pain as I've been suckered by poorly-run companies and their overnight shipping scams too.
Next time, give www.pcconnection.com a shot. I've ordered stuff online at 1am in the morning and had it at my door 9 hours later. |
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insomniac84
join:2002-01-03
Schererville, IN
| reply to Zubenelgenubi
But here is the deal: If your an advanced user implementing all those webpage crippling plugins, I think you should have the ability to realize when your plugins broke something. And disable them to use the page you broke. Saying javascript must be enabled isn't that important because only the people able to do what I previously describe would know what it means. Would it hurt or confuse if they put that warning, no. Is that warning necessary or really useful, no. |
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lovewomen
join:2003-08-07
Springfield, VA
| reply to gambothell
I took my dell D620 laptop on a three month trip and forgot to pack the charger. I called Dell from my first stop where I was staying three days. Dell shipped me a charger and I did get the charger the next day. I guess the difference is you used the internet and I used the telephone. |
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dvd536
as Mr. Pink as they come
Premium
join:2001-04-27
Phoenix, AZ
| reply to removed
said by removed :said by dvd536 :yeah but at least you'll get a higher level of competence than this: "Vinay was totally useless and just kept reading my email back to me" What else do you want them to do? The situation is the same either way -- would you really feel better if the guy you're talking to rephrases the email? How would that change anything? They could explain the delay. A person that knows how to read doesn't need to call to have the email read back to them by someone with an accent they cant understand.
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When I gez aju zavateh na nalechoo more new yonooz tonigh molinigh - Ken Lee |
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