Pulled into Dell Hell

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freitasm

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#140990 26-Feb-2014 10:52

Arghhhh. Ordered a laptop power adapter for father-in-law's Dell laptop using the Dell NZ site. Received a "Order Acknowledgement" email and everything seemed fine.

After not receiving any confirmation or any other information decided to log into account two weeks later. The order doesn't exist. Tried to "Search for missing order" and the order number format is all numbers but the email acknowledgement has a completely different order number format (including letters).

Tried contacting their support but they want an order number that doesn't exist.

What a joke.

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#994750 26-Feb-2014 11:18

It's a feature.

It cancels the order just in case the first one was a mistake.

If you really wanted it you would order another one right?

see? feature!

kiwitrc

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#994755 26-Feb-2014 11:44

Buy a generic one

Kraven

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#994782 26-Feb-2014 12:31

kiwitrc: Buy a generic one

Or a replacement from somewhere like www.laptopbattery.co.nz.

mattwnz

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#994808 26-Feb-2014 13:21

If you have an order acknowledgement, surely they can trace it back from there. My dealing with them though feels like dealing with Fawlty Towers. In the end I have always had satisfaction, but it can be very trying, partly due to the language problems. I would get their service perhaps a 4 out of 10, so they need a lot of improvement. But it is has been poor for years, so perhaps they don't care.
You may find someone seling one on trademe, as they have a lot of pro sellers of that stuff, as well as many companies selling exlease stuff. To buy new from NZ, even a generic one is quite pricely, and I am sure the dell ones aren't cheap either.

allan

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#995490 27-Feb-2014 13:48

It's not a order via their "spare parts" department is it. Dealt with them in the past. Almost seemed like a separate company.

freitasm

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#995500 27-Feb-2014 14:07

No, it's not. After a couple of days got a response from DellCare on Twitter. They found the Internet confirmation and said the order would be updated in two or three days - after 15 days of the original order was posted.

Let's see how it goes.

gehenna

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#995504 27-Feb-2014 14:10

kiwitrc: Buy a generic one

Would you pay for the same item twice?

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antoniosk

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#995587 27-Feb-2014 16:11

freitasm: No, it's not. After a couple of days got a response from DellCare on Twitter. They found the Internet confirmation and said the order would be updated in two or three days - after 15 days of the original order was posted.

Let's see how it goes.

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raytaylor

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#997899 3-Mar-2014 01:19

With the generic laptop chargers, they are usually missing the chip that the dell laptops look for.
When you turn them on, the bios pops up a warning saying its a non-genuine charger and the battery wont recharge with it, but you can use the laptop on mains only.

Whats their motto "Your sure when its a Dell"

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freitasm

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#999867 5-Mar-2014 22:02

freitasm: No, it's not. After a couple of days got a response from DellCare on Twitter. They found the Internet confirmation and said the order would be updated in two or three days - after 15 days of the original order was posted.

Let's see how it goes.

Dell Care sent me a message on Twitter yesterday saying the power brick had shipped - and my parents-in-law confirm it was delivered today.

So Dell Care seems to have created a case and monitored the order, giving me a status update as promised.

Very good outcome for their online team, I wish their website was a bit more "professional".

martyyn

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#1000720 7-Mar-2014 13:37

I've just had a similar experience with Dell. A local Montessori ordered a new desktop, received the confirmation email and they paid for it.

Two weeks later they received an email to say the order had been cancelled as the item was no longer in stock!

We called the 0800 number and half an hour later we have ordered another machine but at a higher price.

Not very impressed with it all to be honest.

xpd

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#1000768 7-Mar-2014 14:40

martyyn: I've just had a similar experience with Dell. A local Montessori ordered a new desktop, received the confirmation email and they paid for it.

Two weeks later they received an email to say the order had been cancelled as the item was no longer in stock!

We called the 0800 number and half an hour later we have ordered another machine but at a higher price.

Not very impressed with it all to be honest.

Was the "new" machine exact same as the original order ? If so, Id be ripping into them about that.

Gavin / xpd / FastRaccoon / Geek of Coastguard New Zealand

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mattwnz

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#1000858 7-Mar-2014 16:00

martyyn: I've just had a similar experience with Dell. A local Montessori ordered a new desktop, received the confirmation email and they paid for it.

Two weeks later they received an email to say the order had been cancelled as the item was no longer in stock!

We called the 0800 number and half an hour later we have ordered another machine but at a higher price.

Not very impressed with it all to be honest.

That ois poor service, how come you didn't buy elsewhere or at the very least ask them to honour the other price due to the problems you had. Mot sire if dell nz are covered by the same consumer laws as they are based offshore

martyyn

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#1001264 8-Mar-2014 13:54

The woman on the phone wasn't interested in anything other than us buying something else and the people buying it were happy to take what they could. The new machine is slightly better spec'd but given it's intended usage they wont notice it.

Sometimes the easy road is the one to take.

Juicytree

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#1001327 8-Mar-2014 16:05

I'm in Dell Hell at present too. Ordered 27" monitor - was $999 marked down to $699. Seven days delivery and credit card has been charged (of course!). It was ordered on 23/02/14. The order status page tells me it is "work in progress". Telephoned on 3/3 and told expect delivery within two days. Telephoned 6/3 and advised delivery that day so asked for a track and trace number to be emailed to me in case it didn't arrive. Naturally nothing arrived, neither monitor or email. Telephoned the next day 7/3 and told that the monitors are being delivered to the Australian/New Zealand distribution center that day!!! and to telephone an Australian free phone number for further updates. After arguing that NZers cannot dial AU freephone numbers I was promised an email of contact details - that didn't arrive. Status update page still reads delivery due 28/2 and "work in progress".

I actually don't care when the monitor arrives, I would just like a little honesty and accuracy and some decent communication channels like a regularly updated status page and less than a 30 minute wait on the phone - in fact I shouldn't need to telephone, Dell should be actively communicating - the bsds!

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