- Joined
- Aug 27, 2003
- Messages
- 448
WTF??!! This is the latest conversation I had with a dell rep. They suck ass.
9:19:08 AM System You are now being connected to an agent. Thank you for using Dell Chat
9:19:08 AM System Connected with Nameetha Krishnan
9:19:13 AM Nameetha Krishnan Thank you for contacting Dell Customer Service Chat. My name is Nameetha. How may I help you?
9:19:18 AM Nameetha Krishnan Hi ****, how are you doing today?
9:19:40 AM **** I was sent an email about yet another delay with my order and told to contact you. Then the toll free number was out of service??!!??
9:20:14 AM Nameetha Krishnan As I understand you would like to know the reason for the delay. Am I right?
9:20:14 AM **** I have ordered several times from Dell and never had these problems... What is the hold up
9:20:19 AM **** yes please
9:20:33 AM **** and decide whether or not to continue as a custome
9:20:36 AM **** rcustomer
9:21:08 AM Nameetha Krishnan We sincerely regret the delay of your order. Let me investigate further and I will personally help you on this ****er.
9:21:12 AM **** ok
9:21:13 AM Nameetha Krishnan Please verify your complete name, as on our records?
9:21:18 AM **** **** ***********
9:21:43 AM Nameetha Krishnan Is your current email address [email protected]?
9:21:47 AM **** yes
9:22:48 AM Nameetha Krishnan Can I have an alternate phone number If I need to call you back for a follow up?
9:22:56 AM **** 509-xxxxxxx
9:23:04 AM **** or 509-xxxxxxx is a land line
9:23:38 AM **** this was a personal purchase but I am the lead tech for my realty company and we have always used you all with no issue.
9:23:44 AM **** this is very disheartening
9:24:18 AM Nameetha Krishnan As a consumer myself I can certainly understand how Important this order is for you.
9:24:36 AM **** it is plus it is replacing my business laptop so it is costing me money as well
9:24:59 AM **** funny thing was I was on the Dell site configuring a desktop when I got htis email
9:25:03 AM Nameetha Krishnan I find the order is In production stage and the estimate ship date is 1/28/2008 and the estimate delivery date is 1/29/2008.
9:25:13 AM Nameetha Krishnan Dell builds computer on order and there is no pre build system that we ship to the customer. There are many steps involved in building the order and the order is sent for testing stage.
9:25:14 AM **** yeap that is what it is no
9:25:16 AM **** now
9:25:36 AM **** right I understand that but is EVERYONE experienceing this delay?
9:25:57 AM **** it seems odd Dell would with its reputation advertise an item and not know the testing specs
9:26:23 AM Nameetha Krishnan That again depends on the configuration.
9:26:33 AM **** I did not do anything out of the ordinary
9:26:40 AM **** there is nothing odd about my config
9:26:50 AM **** Hell most of it is the Dell reccomend
9:27:38 AM Nameetha Krishnan The estimate ship date which you have seen on the website is just the estimate and not the actual estimate ship date for your order. When you place order, there are few item which you may add or may remove from the order. This changes the configuration of the entire order so once the order is placed, the actual estimate ship date will be generated.
9:28:10 AM **** I have not changed anything
9:28:29 AM **** this is the same thing they have told me the last two chats when the est ship date changed
9:29:03 AM Nameetha Krishnan We are also working hard to make sure the order ships at the earliest.
9:29:07 AM **** everyone keeps telling me it is a generous guess to cya and 99% of the time it ships prior to the date. However now I have been delayed twice
9:29:25 AM **** so basically there is no answer as to why and nothing you can do?
9:30:09 AM Nameetha Krishnan I'm sorry we would not be able to do anything.
9:30:29 AM **** so you cannot tell me why the delay occurred again and are not willing to do anything?
9:30:44 AM **** that does not seem such good customer service on Dell's part
9:31:30 AM Nameetha Krishnan There is no particular reason for delay. Nor does It show the part which is causing the delay.
9:31:40 AM **** you all are advertising today the same thing I bought for $1199
9:31:49 AM Nameetha Krishnan I apologize for not being of any help to you.
9:31:53 AM **** so are all those folks going to have to wait as well
9:32:32 AM **** is there nothing Dell will do to compensate me for the time ad money loss?
9:32:59 AM Nameetha Krishnan We do not provide concessions for any unforeseen changes in estimated ship dates.
9:33:11 AM **** it has changed 3x and been delayed twice
9:33:40 AM **** so in other words Dell is not interested in keeping me or my company as a customer due to their inability to deliver as promised
9:33:41 AM **** ?
9:36:09 AM Nameetha Krishnan ****, by providing concession the issue will not resolve, your order is still back ordered.
9:36:56 AM **** true but it would show some sign of regret on Dell's behalf for their error/problem. And why s it backordered? I thought you said it was a confg issue?
9:37:39 AM Nameetha Krishnan We are trying our best to solve the Issue. By providing concession if the order will get shipped then we can do something.
9:37:49 AM Nameetha Krishnan Due to multiple factors involved, Dell is unable to guarantee shipping or delivery dates. An estimated shipping date is provided to you at the time your order is placed based on conditions at that time. Although this estimate is usually accurate, certain conditions may cause the lead time for shipping and delivery to change.
9:37:52 AM **** pardon?
9:38:05 AM **** what are the conditions? No one has answered that
9:39:09 AM Nameetha Krishnan There is no condition for providing concession. We do not provide concessions for any unforeseen changes in estimated ship dates.
9:39:29 AM **** ok so can you at least find out what the hold up is?
9:42:35 AM Nameetha Krishnan ****, I'm sorry there is no Information on what is holding up the order. As the computers are built on order. There are many steps involved in building the order and the order is sent for testing stage.
9:42:49 AM **** so what stage is mine at?
9:43:30 AM Nameetha Krishnan Your order is In production stage that means It is being built.
9:43:55 AM **** so then it is not a config issue as they have not even put it together. So then why can no one tell me what the issue is?
9:46:30 AM Nameetha Krishnan ****, there is no Issue with the order. This is the usual time frame taken to build and ship the order to the customer. I suggest you to check after 2 to 3 days to get updated status on the order.
9:46:58 AM **** how is that the usual time frame and yet i was given the 11th as the original ship date???
9:47:19 AM **** so basically Dell lied to me and then expects me to accept all unexplainable delays at my cost?
9:47:55 AM Nameetha Krishnan ****, due to multiple factors involved, Dell is unable to guarantee shipping or delivery dates.
9:48:00 AM Nameetha Krishnan An estimated shipping date is provided to you at the time your order is placed based on conditions at that time.
9:48:07 AM Nameetha Krishnan Although this estimate is usually accurate, certain conditions may cause the lead time for shipping and delivery to change.
9:48:11 AM **** right but no one will tell me what those factors are
9:48:17 AM **** does Dell now onw alienware
9:48:20 AM **** ?
9:49:45 AM **** please by the way continue my order
9:49:54 AM **** I have no choice at this point as you all have seen to that
9:50:03 AM **** DO NOT CANCEL as per your email
9:50:20 AM Nameetha Krishnan Sure. We will not cancel your order.
9:50:21 AM **** com
9:51:04 AM **** so to sum up I am screwed, have no answers from Dell, no compensation for lost money and time, and the hope from Dell that I will continue as a customer?
9:51:20 AM **** oh and may be delayed again for no explainable reason
9:54:26 AM Nameetha Krishnan Please don't worry. We are working on your order. I'm also praying your order to ship at the earliest.
9:54:31 AM Nameetha Krishnan Are you satisfied with the level of services provided during the chat session?
9:55:03 AM **** no
9:55:13 AM **** how in the world could I be
9:55:21 AM Nameetha Krishnan Is there any feedback for me or Dell as a company?
9:55:59 AM **** ummmm yeah that this is unacceptable and the fact that Dell has no concern for keeping a customer and a business customer is concerning given the competition.
9:56:38 AM **** This experience will honestly allow me to pay more for products in trade for better service
9:56:56 AM Nameetha Krishnan Thank you very much for your feedback. I will forward your statement to the management.
9:57:02 AM **** ok
9:19:08 AM System You are now being connected to an agent. Thank you for using Dell Chat
9:19:08 AM System Connected with Nameetha Krishnan
9:19:13 AM Nameetha Krishnan Thank you for contacting Dell Customer Service Chat. My name is Nameetha. How may I help you?
9:19:18 AM Nameetha Krishnan Hi ****, how are you doing today?
9:19:40 AM **** I was sent an email about yet another delay with my order and told to contact you. Then the toll free number was out of service??!!??
9:20:14 AM Nameetha Krishnan As I understand you would like to know the reason for the delay. Am I right?
9:20:14 AM **** I have ordered several times from Dell and never had these problems... What is the hold up
9:20:19 AM **** yes please
9:20:33 AM **** and decide whether or not to continue as a custome
9:20:36 AM **** rcustomer
9:21:08 AM Nameetha Krishnan We sincerely regret the delay of your order. Let me investigate further and I will personally help you on this ****er.
9:21:12 AM **** ok
9:21:13 AM Nameetha Krishnan Please verify your complete name, as on our records?
9:21:18 AM **** **** ***********
9:21:43 AM Nameetha Krishnan Is your current email address [email protected]?
9:21:47 AM **** yes
9:22:48 AM Nameetha Krishnan Can I have an alternate phone number If I need to call you back for a follow up?
9:22:56 AM **** 509-xxxxxxx
9:23:04 AM **** or 509-xxxxxxx is a land line
9:23:38 AM **** this was a personal purchase but I am the lead tech for my realty company and we have always used you all with no issue.
9:23:44 AM **** this is very disheartening
9:24:18 AM Nameetha Krishnan As a consumer myself I can certainly understand how Important this order is for you.
9:24:36 AM **** it is plus it is replacing my business laptop so it is costing me money as well
9:24:59 AM **** funny thing was I was on the Dell site configuring a desktop when I got htis email
9:25:03 AM Nameetha Krishnan I find the order is In production stage and the estimate ship date is 1/28/2008 and the estimate delivery date is 1/29/2008.
9:25:13 AM Nameetha Krishnan Dell builds computer on order and there is no pre build system that we ship to the customer. There are many steps involved in building the order and the order is sent for testing stage.
9:25:14 AM **** yeap that is what it is no
9:25:16 AM **** now
9:25:36 AM **** right I understand that but is EVERYONE experienceing this delay?
9:25:57 AM **** it seems odd Dell would with its reputation advertise an item and not know the testing specs
9:26:23 AM Nameetha Krishnan That again depends on the configuration.
9:26:33 AM **** I did not do anything out of the ordinary
9:26:40 AM **** there is nothing odd about my config
9:26:50 AM **** Hell most of it is the Dell reccomend
9:27:38 AM Nameetha Krishnan The estimate ship date which you have seen on the website is just the estimate and not the actual estimate ship date for your order. When you place order, there are few item which you may add or may remove from the order. This changes the configuration of the entire order so once the order is placed, the actual estimate ship date will be generated.
9:28:10 AM **** I have not changed anything
9:28:29 AM **** this is the same thing they have told me the last two chats when the est ship date changed
9:29:03 AM Nameetha Krishnan We are also working hard to make sure the order ships at the earliest.
9:29:07 AM **** everyone keeps telling me it is a generous guess to cya and 99% of the time it ships prior to the date. However now I have been delayed twice
9:29:25 AM **** so basically there is no answer as to why and nothing you can do?
9:30:09 AM Nameetha Krishnan I'm sorry we would not be able to do anything.
9:30:29 AM **** so you cannot tell me why the delay occurred again and are not willing to do anything?
9:30:44 AM **** that does not seem such good customer service on Dell's part
9:31:30 AM Nameetha Krishnan There is no particular reason for delay. Nor does It show the part which is causing the delay.
9:31:40 AM **** you all are advertising today the same thing I bought for $1199
9:31:49 AM Nameetha Krishnan I apologize for not being of any help to you.
9:31:53 AM **** so are all those folks going to have to wait as well
9:32:32 AM **** is there nothing Dell will do to compensate me for the time ad money loss?
9:32:59 AM Nameetha Krishnan We do not provide concessions for any unforeseen changes in estimated ship dates.
9:33:11 AM **** it has changed 3x and been delayed twice
9:33:40 AM **** so in other words Dell is not interested in keeping me or my company as a customer due to their inability to deliver as promised
9:33:41 AM **** ?
9:36:09 AM Nameetha Krishnan ****, by providing concession the issue will not resolve, your order is still back ordered.
9:36:56 AM **** true but it would show some sign of regret on Dell's behalf for their error/problem. And why s it backordered? I thought you said it was a confg issue?
9:37:39 AM Nameetha Krishnan We are trying our best to solve the Issue. By providing concession if the order will get shipped then we can do something.
9:37:49 AM Nameetha Krishnan Due to multiple factors involved, Dell is unable to guarantee shipping or delivery dates. An estimated shipping date is provided to you at the time your order is placed based on conditions at that time. Although this estimate is usually accurate, certain conditions may cause the lead time for shipping and delivery to change.
9:37:52 AM **** pardon?
9:38:05 AM **** what are the conditions? No one has answered that
9:39:09 AM Nameetha Krishnan There is no condition for providing concession. We do not provide concessions for any unforeseen changes in estimated ship dates.
9:39:29 AM **** ok so can you at least find out what the hold up is?
9:42:35 AM Nameetha Krishnan ****, I'm sorry there is no Information on what is holding up the order. As the computers are built on order. There are many steps involved in building the order and the order is sent for testing stage.
9:42:49 AM **** so what stage is mine at?
9:43:30 AM Nameetha Krishnan Your order is In production stage that means It is being built.
9:43:55 AM **** so then it is not a config issue as they have not even put it together. So then why can no one tell me what the issue is?
9:46:30 AM Nameetha Krishnan ****, there is no Issue with the order. This is the usual time frame taken to build and ship the order to the customer. I suggest you to check after 2 to 3 days to get updated status on the order.
9:46:58 AM **** how is that the usual time frame and yet i was given the 11th as the original ship date???
9:47:19 AM **** so basically Dell lied to me and then expects me to accept all unexplainable delays at my cost?
9:47:55 AM Nameetha Krishnan ****, due to multiple factors involved, Dell is unable to guarantee shipping or delivery dates.
9:48:00 AM Nameetha Krishnan An estimated shipping date is provided to you at the time your order is placed based on conditions at that time.
9:48:07 AM Nameetha Krishnan Although this estimate is usually accurate, certain conditions may cause the lead time for shipping and delivery to change.
9:48:11 AM **** right but no one will tell me what those factors are
9:48:17 AM **** does Dell now onw alienware
9:48:20 AM **** ?
9:49:45 AM **** please by the way continue my order
9:49:54 AM **** I have no choice at this point as you all have seen to that
9:50:03 AM **** DO NOT CANCEL as per your email
9:50:20 AM Nameetha Krishnan Sure. We will not cancel your order.
9:50:21 AM **** com
9:51:04 AM **** so to sum up I am screwed, have no answers from Dell, no compensation for lost money and time, and the hope from Dell that I will continue as a customer?
9:51:20 AM **** oh and may be delayed again for no explainable reason
9:54:26 AM Nameetha Krishnan Please don't worry. We are working on your order. I'm also praying your order to ship at the earliest.
9:54:31 AM Nameetha Krishnan Are you satisfied with the level of services provided during the chat session?
9:55:03 AM **** no
9:55:13 AM **** how in the world could I be
9:55:21 AM Nameetha Krishnan Is there any feedback for me or Dell as a company?
9:55:59 AM **** ummmm yeah that this is unacceptable and the fact that Dell has no concern for keeping a customer and a business customer is concerning given the competition.
9:56:38 AM **** This experience will honestly allow me to pay more for products in trade for better service
9:56:56 AM Nameetha Krishnan Thank you very much for your feedback. I will forward your statement to the management.
9:57:02 AM **** ok
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