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Screwed Over By Dell

post #1 of 95
Thread Starter 
Go figure right?
I ordered an Alienware 2 weeks ago. They at first screwed that up by not taking down the right information. Got cancelled, so I redid the order two days later after playing phone tag with about 20 representatives.
That was ok though because I finally got through and the guy got me expedited shipping for August 2nd delivery as opposed to August 8th. This guys name is Vijay.

Well today Im supposed to get it and at 8:35AM it landed at the Fed Ex place. Only an hour away.
8:36AM - Delivery refused. Returning to shipper.

I see this around 10AM, so I grab Fed Ex on the phone and they said Dell requested it. So I call up Dell. 5 transfers later I finally get ahold of the person who did it which is absurd because none of those 5 reps could get the information as to why. Only #5 could because she did it.

Well I get a nasty attitude from her after telling her my name and asking why my order got sent back. "Well sir I left a ton of messages on your phone since July 25th! I had to cancel the order because of no confirmation."
I call her out on it. What phone number are you calling? Thats impossible. I've gotten nothing.
She tells me the number she's calling and its correct. But we've gotten NO phone calls from her. So whats the deal? I was never told this was going to happen to begin with! They had two phone numbers on the order - my home and my cell if my home didn't work why not my cell?

I have been getting cell phone calls from Vijay for the past 3 business days. July 29th, 30th, and now August 1st. Less than 24 hours ago, that kind gentlemen who gave me the expedited shipping called to let me know that the order was A-OK and on my way. He was keeping me up to date. So if he can do it, why can't this idiot?

She starts to BS me now going on about the credit card company, this that and the other thing. Whatever she could pull out of her rear end. It's NOT the credit card company because me and my family had them on the other line at the same time confirming the charge.

What's the solution after about 4 hours of arguing? "We can't do anything for you sir. We need to put the order back in again. This is going to take another week."
-Why can't you phone up Fed Ex and have them turn the package around?
-Why can't I just drive 60 minutes to the facility and get it myself?
-Why can't you just get the package and put a new label on it?
-Why do you have to redo the order and build the machine from scratch again?

What the hell is wrong with these people? Inconvenience after inconvenience and in the end I get nothing. She can't cut me any deals she said, she can't even guarantee my order anymore, yet alone a damn expected date.
So what does the consumer get in return for their screw up? What kind of messed up company does this to people? Its an hour away from me and they pull it back - I get nothing in return.
A single god damn hour away. If that. And I can't get it.

EDIT Next day:
So this morning I get another phone call from Viijay. He said the order is still on its way to my house. Sadly I was sleeping and it went to voicemail, but I flew to the computer when I found out. Fed Ex still said the order is going back to Dell. My heart sunk.

Im STILL waiting for them to put this order in. It's been like 24 hours, as opposed to the 8 hours I was told it would take to replicate the order and put it in processing. No email.

So I call this Triya up again. Bastard acts all nice and almost pretends like she doesn't know me or my situation. I almost had to explain myself again to her it seemed before she caught on. I was flabberghasted.
She finally got the order in, and I hang up.

I check my email and I now have the order number.
Delivery date = August 15th.

Holy. Moses.
So, just because this ass couldn't make a single phone call to me - she is single highhandedly going to delay this order another 2 weeks.
Not only that but there are a ton of problems with August 15th.
-August 15th is the day after I leave for Florida. I need this laptop before then so the earliest is the 13th.
-August 15th is too late for the shipping address. The shipping address on the order is our vacation home, and we're long gone by then.
-August 15th means that this ass lied to me because she assured me it would only take another week to get to me. Not 13 freakin days more!

I was flipping out. Still am pissed. I got another supervisor on the phone and completely avoided this Triya ass. I explained to him the situation in its entirety the best I could and as politely as I could. This guy even called Triya's actions out and said it sounded like a crock. His words not mine. He said he would do his best to make sure that the order process would be expedited and I would get the laptop sooner. I vowed that if this doesn't work I would be cancelling the order, and I didn't care if the laptop's chasis was made of solid gold.

It still bewilders me that Dell doesn't have the audacity to take the computer out of the Fed Ex box, put it in a new Fed Ex box, and send it back to me. No, instead they have to build a new laptop from scratch, process it, and do it all over again. Effeciency? I think not. Don't they loose money taht was?
Edited by OmegaNemesis28 - 8/3/11 at 10:31pm
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post #2 of 95
So what happens next?

Id be pretty pist, id file a complaint about that lying bag that works there.
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post #3 of 95
Thread Starter 
Quote:
Originally Posted by mastical View Post
So what happens next?

Id be pretty pist, id file a complaint about that lying bag that works there.
I tried with a supervisor but the supervisor was even less straightforward. Kept dodging my damn questions. I'm so frustrated.

I have to bend over. I can't cancel my order and not do it. I need the laptop for college. I'm not going to go to another laptop like ASUS and undercut my hardware by nearly half. I mean I want to extremely badly and cause them a massive inconvenience and make sure none of those asshats get their commission - but for the laptop Im getting at the price I kind of have no choice.
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post #4 of 95
this is why i take pride in doing it myself, big manufacturers play tag with you, my dad ordered a custom tower from HP 3 re ships because of fed ex screw ups, he gets it and it doesnt work, and then they refused to process his warranty return.6 months later they dook my dads repair request, anly to find out it was thier fault why it wasnt working

my rig, i am my warranty, and im lifetime guranteed for the next 60 years at minimum, i can upgrade without space issues, i run RAID 0+1 (yes my onboard allows it, i love you intel) that way if my drive fails im not royally kicked in the ass, and when i upgrade, if something dies i can rma and in a week i have a new one.
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post #5 of 95
you can always cancel an order, there is nothing anywhere that says you have to settle for an alienware laptop.
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post #6 of 95
Oh Dell, haha. Sorry, but Dell still suffers from the worst communication skills of any company I have ever talked to. I called for a hardware repair and got an hour long lecture about software warranty before the tech would transfer me to the hardware department.
post #7 of 95
Seriously? At this point I'd go with ibuypower and spec out a laptop from them instead and tell Dell to commit an anatomically impossible act.

EDIT: http://www.ibuypower.com/IbpPages/Notebook.aspx
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post #8 of 95
my family and I*
    
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post #9 of 95
Thread Starter 
Quote:
Originally Posted by graphicsman View Post
you can always cancel an order, there is nothing anywhere that says you have to settle for an alienware laptop.
It's not settling though.

Quote:
Seriously? At this point I'd go with ibuypower and spec out a laptop from them instead and tell Dell to commit an anatomically impossible act.
I've looked at those as well. While nice its still not anywhere close to a dual 6990M with an Extreme Core i7.
For the price of the Battalion 101X7200 I get a way better GPU x 2, hard drive, web cam, screen, NIC, probably battery life, and size too.

Either deal with this or go with a much lesser config for the same if not higher price. Lose lose. =(
Edited by OmegaNemesis28 - 8/2/11 at 11:38am
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post #10 of 95
Can't you escalate the issue? I've always have pretty good luck pushing Dell CSR's around eheh.
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