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13 posts

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# 1002986 11-Mar-2014 20:02
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Bought a Dell laptop on Feb 20.  Shipped from factory Feb 23.  Has shown as being with local carrier since 27 Feb.  Dell customer service has been non existent.  Finally called the courier company directly today and quoted a tracking number to be told that the courier company is in some sort of tracking dispute with Dell over whether the laptop was even picked up from the factory.  Sounds like there are possibly a few customers affected, as I was told that the courier company's management are involved with trying to track a lot of gear.  Dell should just offer to just get another laptop made and shipped to me asap but it doesn't seem to be happening.

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  # 1003149 12-Mar-2014 09:36
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Fishfingers:..... Finally called the courier company directly today and quoted a tracking number to be told that the courier company is in some sort of tracking dispute with Dell over whether the laptop was even picked up from the factory. ......


Whats probably happening is that Dell wont do anything untill the dispute with the Courier is settled. That could take months if a claim for multiple
missing orders is involved, with both sides disputing over the facts.

My advice to those involved, if youve contacted Dell a few times & had no result, then contact the Bank & get the Credit Card charge reversed
The dispute is between Dell & the courier. Customers shouldnt be left in the Dark & dragged into the mess.

 
 
 
 


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  # 1003154 12-Mar-2014 09:44
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Agreed that the customer shouldn't be involved with this, that's why Dell should just ship replacement orders asap and sort the difficulties with the courier themselves.  I got an extremely good deal on the laptop. and I'm thinking that it's going to be hard to match elsewhere, or even on another Dell offer.

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  # 1003178 12-Mar-2014 10:23
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Fishfingers: Agreed that the customer shouldn't be involved with this, that's why Dell should just ship replacement orders asap and sort the difficulties with the courier themselves.  I got an extremely good deal on the laptop. and I'm thinking that it's going to be hard to match elsewhere, or even on another Dell offer.


Its just the way many companies do business.
Dell could easily have the missing order redirected back to them & send you another . But they have your $, so why would they.  Pretty damn shady...

Suppliers/local IT distributors my company orders from are no different. When goods I order go missing or are damaged in transit, we dont get a credit untill the distributor gets reimbursed by the courier (leaving us stuck in the middle)

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  # 1004192 12-Mar-2014 11:38
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You couldn't pay me to own Dell equipment. It's never a good sign that it takes so long to place an order (you giving them money) and it's a worse sign when you need support and it takes so much longer again (you taking their money).

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