Not sure where to post this, or even if I should; whatever. Couple of months ago I began the process of purchasing a Dell laptop online. Just a moment ago I received an email from Dell ANZ asking if I was happy with everything. Here is my reply:


Dear Dell New Zealand

Thanks for your email wherein I note you wish to ascertain my overall satisfaction for the service rendered and the product procured.

The short answer is I was deeply offended, annoyed and hugely disappointed in Dell New Zealand (or is it Dell Philippines) and cancelled the order due to a combination of extreme frustration and the unacceptable delivery time I received after I transferred payment (which has yet to be returned to my bank). I have been a Dell customer for many years first in Canada, then Mexico and now New Zealand and have purchased many thousands of dollars worth of products with which I have been happy enough.

What went wrong this time, and why will I not deal with Dell again, or to put it another way why has Dell lost a valuable long-term customer?

1.       Communication issues.  I chose to purchase online however at the end of the process I was unable to find at your website your bank information I required.  This necessitated a telephone call to Dell and so began the nightmare. The command of the English language of your Philippine based staff was marginal at best and the understanding of New Zealand English was totally lacking. The telephone experience (which should not have been necessary when ordering online) was hugely tedious and very frustration.  You would not believe the amount of time I was put on hold. And while I have no doubt the Pilipino folks at the other end were doing their best I’m afraid their best fell far short of being even remotely a pleasant experience for either them or myself.

2.       Estimated delivery time. The estimated delivery time I received prior to transferring the money was wildly different from the estimated delivery time I received after transferring the money.  I find that morally reprehensible but from a pragmatic point of view this date did not work for me and my circumstances.

3.       Mistakes and errors. There were numerous errors, silly mistakes, in the documentation. I’m sure if you review the file you will see for yourself.

4.       Refund.  I was promised my money would be refunded but as yet that has not happened. I’m still waiting.

Let me hasten to add that the people at Dell New Zealand where not rude nor offensive, not in the least. But incompetent, yes, I’m afraid so. What should have been a normal pleasant online shopping experience (I do it all the time – you should see my Amazon.com account) turned out to be a nightmare the moment a Dell New Zealand operator (a Philippine National I believe) picked up and answered my telephone call.

Let me finally add that I have lived, worked and travelled in Canada, the USA, Mexico, Brazil and many countries in Europe. My communication skills are probably above average, I believe.

If my experience is anything to go by I have to believe Dell New Zealand is in deep trouble and will not survive. Best of luck, and please may I have my money back. Please feel free to contact me if you wish.

Cheers

John