Here are Dell Computer's reactions to my posting (earliest to latest), expressing my outrage at having had my computer order cancelled without my notice or consent:
Sat 4/11/2009 4:06 PM
***THIS IS AN AUTOMATICALLY GENERAGED ACKNOWLEDGEMENT TO LET YOU KNOW THAT WE HAVE RECEIVED YOUR EMAIL REQUEST -- DO NOT REPLY***
Thank you for contacting Dell's Customer Service. This message is being sent to let you know that we have received your request for assistance. We are working 24 hours a day, 7 days a week, to answer customer inquiries. Our email agents normally respond to inquiries within 8 hours.
Mon 4/13/2009 11:54 AM
***THIS IS AN AUTOMATICALLY GENERAGED ACKNOWLEDGEMENT TO LET YOU KNOW THAT WE HAVE RECEIVED YOUR EMAIL REQUEST -- DO NOT REPLY***
Thank you for contacting Dell's Customer Service. This message is being sent to let you know that we have received your request for assistance. We are working 24 hours a day, 7 days a week, to answer customer inquiries. Our email agents normally respond to inquiries within 8 hours.
Tue 4/14/2009 12:57 PM
Good Day!, We received your return request for the Dell Vostro 220 Mini -Tower that is being requested to be returned. I apologize for the late reply and I will be glad to further assist you with your concern.
Dell values its relationship with you, and offers you the option to return most products you purchase directly from Dell provided that the request for the return was made within the first 30 days starting from the date that your order was invoiced or shipped out from Dell.
I checked the details of this order and it shows on our records that your order was shipped/invoiced last 03-06-2009. The initial return request we received was on 04/11/2009 which is already outside the allowable timeframe we have.
I would like to ask why the return request took this long before it was made? The reason why I asked is that I plan to submit a policy exception request to have the order returned and it would help if I can present a good case to justify this. Please be advised that I cannot guarantee that the request will be approved
If you have any further questions or concerns, just reply to this email and also you can visit our website www.dell.com for more information about our return policy.
Thank you,
Michael Lim
Returns Specialist
ABU Customer eCare, Dell Inc.
Direct Number: (800) 456-3355
US_ABU_Customercare_RCC@dell.com
Original Message Follows:
------------------------
It's been closer to 44 hours now, but no response from you.
Am I going to get a response?
-----Original Message-----
From: US_ABU_Customercare_RCC [mailto:US_ABU_Customercare_RCC@dell.com]
Sent: Saturday, April 11, 2009 4:06 PM
To:
Subject: RE: Case ID: 27140971 Returns Request #AutoReply#
(KMM95435754I57L0KM)
***THIS IS AN AUTOMATICALLY GENERAGED ACKNOWLEDGEMENT TO LET YOU KNOW THAT WE HAVE RECEIVED YOUR EMAIL REQUEST -- DO NOT REPLY***
Wed 4/15/2009 4:30 PM
Thank you for the information, If possible can you please provide the order number of the one which was canceled. We will need that information for the request that I will be processing to get a policy exception. The request is not guaranteed that it will be approved but I will do my best and even coordinate this issue with my manager.
Thank you,
Michael Lim
Returns Specialist
ABU Customer eCare, Dell Inc.
Direct Number: (800) 456-3355
US_ABU_Customercare_RCC@dell.com
Original Message Follows:
------------------------
Am I going to get a response from Dell on this, or have you decided to simply stop even pretending you pay attention to customer service?
-----Original Message-----
From:
Sent: Tuesday, April 14, 2009 3:21 PM
To: 'US_ABU_Customercare_RCC'
Cc:
Subject: RE: Dell Inc. Return Request Order# 654871742 (KMM95520754I57L0KM)
Michael,
The reason I did not return the items to Dell within the 30 day window is that I did not know during that time that Dell was going to cancel another order, for a notebook computer, without telling me. Not only did Dell cancel the order without telling me, Dell customer care claimed the only way the order could be reinstated was for me to call Dell sales yesterday; when I said I had spent enough time looking into Dell's mishandling of my account and said I wanted them to call ME, instead, I was told no, that's not our policy...I would have to call Dell.
Now, I know Dell's return policy. And I really don't care about it. I want my money back, in full, and I want Dell to cover shipping costs of the equipment. I have not opened the boxes because I simply have not had time.
And now I'm glad I did not. I have no interest whatsoever in dealing with Dell ever again, after this, the SECOND TIME Dell has cancelled an order for
no good reason and has not even had the courtesy to tell me.
If I cannot depend on Dell to even ship the products I have paid for in full, if I cannot depend on Dell to even pretend to have a focus on customer service, then I sure as hell cannot depend on Dell to make good on a warranty on the products I just bought. I no longer have any interest in dealing with Dell. Period. And I expect Dell to make good on every penny I spent on the computer, including return shipping.
I hope this clarifies the situation for you.
Thu 4/16/2009 4:40 PM
I have submitted a policy exception request for the return and it will be reviewed within 1-2 business days. I will get back to you as soon as I get a feedback about the return.
Thank you,
Michael Lim
Returns Specialist
ABU Customer eCare, Dell Inc.
Direct Number: (800) 456-3355
US_ABU_Customercare_RCC@dell.com
Original Message Follows:
------------------------
Here are the three order numbers for the most recently cancelled order, the one about which I am so upset:
XXXXXXXXX
YYYYYYYYY
ZZZZZZZZZ
I understand you are not guaranteeing me anything, but how quickly will you get back to me?
I have not paid my AMEX bill for the earlier purchase, which I intend to return, and I don't intend to. But I must tell AMEX tomorrow that I am not paying.
Friday, April 17, 2009
Sunday, April 12, 2009
Dell Computers: The Epitome of Customer Disservice
For the second time in just a few months, Dell Computers cancelled an order without any good reason. The first time, I bought a flat-screen monitor (using a price-discount coupon). I waited and waited, then logged in to my account to see that it had been cancelled. No one could understand why it had been discounted but, that notwithstanding, they were unwilling to let me reorder it at the discounted price. I passed.
Yesterday, I logged in to my Dell account because the notebook computer I had ordered had not arrived by the promised delivery date. I was stunned to see that it, too, had been cancelled. I called "customer care" only to be shuffled like a deck of cards until I was told the order was cancelled because it was delayed. And, they claimed, I did not respond to an email nor to a telephone call; without my authorization for the delay, they claimed, they had no recourse but to cancel the order.
I had received plenty of email from Dell, including the immediate order acknowledgement, the later order confirmation and the notice of expected deliver date. I had paid for it with my credit card, so all was well. But Dell now says that somehow that "particular" email they say they sent did not get to me. "Check your spam folder," I was advised (it was not there, of course). They claimed, too, that they called me. The number I gave them was my office phone number; I have voice mail and I have a staff. If they had called, I would have gotten the call or a message that it was received.
After an interminable time talking to all manner of India-based "customer service" representatives, I got nowhere. No one would own up to the fact that Dell screwed up. Finally, I asked what they were going to do to make it right, to get me the notebook computer I had been waiting for so long. The "customer service" people talked and talked and talked to their superiors. The best they could do was to advise me to call the Sales Department when they opened on Monday. I responded, "How about you have them call me, since I was not the one who cancelled the order and I've already wasted too much time getting nowhere with you?" Nope. That's not their policy. I would have to call them. Customer service can't have sales call me. What?! This is a corporate policy of Dell? Yep.
Needless to say, I have made my last Dell purchase. My $11,000 server at my office, my four $1500 home desktops, my two or three business notebooks and my other Dell purchases over the years made no difference to Dell. They just blew me off. So, I'm asking YOU to think about whether you want to risk getting that kind of "customer service" when you buy computer products. I strongly encourage everyone to take Dell off your vendor list, whether for business or personal use. Dell needs to get the message, loud and clear, that their abysmal customer service...their institutional DISSERVICE...will not be tolerated.
Spread the word. Don't buy Dell products and TELL THEM WHY YOU ARE NOT BUYING DELL PRODUCTS!
Thanks for your attention and your support.
Yesterday, I logged in to my Dell account because the notebook computer I had ordered had not arrived by the promised delivery date. I was stunned to see that it, too, had been cancelled. I called "customer care" only to be shuffled like a deck of cards until I was told the order was cancelled because it was delayed. And, they claimed, I did not respond to an email nor to a telephone call; without my authorization for the delay, they claimed, they had no recourse but to cancel the order.
I had received plenty of email from Dell, including the immediate order acknowledgement, the later order confirmation and the notice of expected deliver date. I had paid for it with my credit card, so all was well. But Dell now says that somehow that "particular" email they say they sent did not get to me. "Check your spam folder," I was advised (it was not there, of course). They claimed, too, that they called me. The number I gave them was my office phone number; I have voice mail and I have a staff. If they had called, I would have gotten the call or a message that it was received.
After an interminable time talking to all manner of India-based "customer service" representatives, I got nowhere. No one would own up to the fact that Dell screwed up. Finally, I asked what they were going to do to make it right, to get me the notebook computer I had been waiting for so long. The "customer service" people talked and talked and talked to their superiors. The best they could do was to advise me to call the Sales Department when they opened on Monday. I responded, "How about you have them call me, since I was not the one who cancelled the order and I've already wasted too much time getting nowhere with you?" Nope. That's not their policy. I would have to call them. Customer service can't have sales call me. What?! This is a corporate policy of Dell? Yep.
Needless to say, I have made my last Dell purchase. My $11,000 server at my office, my four $1500 home desktops, my two or three business notebooks and my other Dell purchases over the years made no difference to Dell. They just blew me off. So, I'm asking YOU to think about whether you want to risk getting that kind of "customer service" when you buy computer products. I strongly encourage everyone to take Dell off your vendor list, whether for business or personal use. Dell needs to get the message, loud and clear, that their abysmal customer service...their institutional DISSERVICE...will not be tolerated.
Spread the word. Don't buy Dell products and TELL THEM WHY YOU ARE NOT BUYING DELL PRODUCTS!
Thanks for your attention and your support.
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