I’m writing this post to in order to explain to various Dell people the problems I’ve had, as well as to share my terrible experience with their company.
In short, I need a inexpensive and lightweight netbook with good battery life for the trip for my book I’m taking next week. Dell advertises a deal where they say they’ll have certain models of their computers at your door within 48 hours of ordering. I needed the netbook ASAP, so I went with that. I ordered Monday evening and was told I would have the computer by Thursday.
After the computer did not arrive today, I went to Dell’s site to find the shipping tracking info. Instead, I found that my order hadn’t even shipped and instead it had been canceled by Dell. They didn’t even bother to tell me.
At this point, I descended into Dell’s legendary customer service hell. I spoke to (if my memory holds) seven different people over the course of well over an hour. The last person, who was at a number that I was assured was the only number that could possibly help me, told me that she and her manager were working on it and that they would call me back within 30 minutes. They never called me back.
At this point, I am beyond furious at Dell. They let me down when I needed their product, a product they were selling based on he very attribute (timeliness) that I was buying it for. They didn’t even bother to tell me that my order was canceled. And finally, they have been completely unwilling and unable to help me from a customer service point of view.
The nearest they were able to to tell me what the issue was is that there was a problem with my payment, with my credit card. I paid with my debit card and I can see when Dell took the money out of my bank account (March 1) and then when they put it back in (March 2). There was plenty of money in the account the whole time. The problem, so far as I can tell, is theirs and not mine. But honestly, I cannot even tell because they never told me my order was canceled and when I called, they just transferred me around until I gave up with the phone; I never got a straight answer.
Besides for being furious at Dell, I want them to fix their mistake. I still absolutely need this computer before I leave. I want them to overnight the computer to me so that I have it in time. That seems extremely fair to me. Honestly, an apology would be nice but I’m not counting on it. I just want what I originally ordered (even if it is much later than I wanted/had purchased it for).
My e-mail address is tom@hitsingularity.com. If anybody contacts me about this, I’d be happy to give them my order number and whatever other information they need. I need this problem fixed ASAP.
