ED Magedson – Founder
Dell Computer1418 Park Center Dr Austin, Texas USA
Dell Computer Dell ripoff disregard poor bait switch misleading Austin Texas
DELL COMPUTERS DOUBLESPEAK "WHEN 2 DAY AIR MEANS 10 DAYS"
Actual transcript of online support session with Dell Customer Support on 10-15-13
First I'm told that DELL can't ship my order due to a "Parts Shortage". Then I'm told that the order has shpped afterall. Then I'm told that it will take 10 days to ship an order which has PAID FOR 2 DAY AIR.
5:16:35 PM System You are now being connected to an agent. Thank you for using Dell Chat
5:16:36 PM System Connected with Chetan_Trehan
5:16:40 PM Chetan_Trehan Welcome to Dell Customer Care Chat! My name is Chetan. How may I assist you today?
5:16:53 PM Dell Customer why is my order taking so long?
5:17:01 PM Dell Customer I ordered this computer on 10-10-13.
5:17:12 PM Chetan_Trehan Hello Mr. XXXXX
5:17:15 PM Dell Customer The current estimated ship date, EVEN assuming 2nd day air,
will take 20 days to get to me.
5:17:31 PM Dell Customer Please help
5:17:53 PM Dell Customer Dell Purchase ID:xxx
Order Number: xxx
Customer Number: xxx
8:35 PM Dell Customer HELLO?
5:18:57 PM Dell Customer Chetan?????
5:19:20 PM Chetan_Trehan Yes, Mr. XXX
5:19:40 PM Chetan_Trehan I will be glad to assist you. Let me check the details.
5:20:00 PM Chetan_Trehan In the meantime, could you please verify your preferred phone number to call?
5:20:10 PM Dell Customer xxx-xxx-xxxx
5:20:45 PM Chetan_Trehan Thank you for the verification.
5:21:15 PM Chetan_Trehan The estimated delivery date of the order is 10/25. The 2nd business day shipping method applies to the order once it is shipped. It does not include the order processing time. It refers to the time to be taken by the carrier for delivery of the order once it is shipped.
5:21:40 PM Chetan_Trehan Your order is getting delayed due to part shortage.
5:22:05 PM Chetan_Trehan As soon as the part is available, the order will move to the next stage.
5:22:14 PM Dell Customer That's rediculous
5:23:05 PM Chetan_Trehan I apologize for the inconvenience caused to you. As of now the estimated delivery date is 10/25.
5:23:15 PM Chetan_Trehan We will keep you posted on the status of the order.
5:23:50 PM Chetan_Trehan We will take complete ownership of this case. A Dell case specialist would keep a follow up and update the status of your order.
5:24:00 PM Chetan_Trehan We can text you the Order Status once your order ships out of Dell. This would be a free service if you have a free text message service, else the rates would be applicable as per your service provider. You would receive only 1 text message and you wouldn't receive any further text messages from Dell. Would you like to opt for it?
5:24:19 PM Dell Customer 1) I expect Dell to upgrade my shipping at Dell's expense
5:24:37 PM Dell Customer 2) This was NOT disclosed at the time of ordering the computer.
5:24:53 PM Dell Customer 3) I need the computer to do business
5:26:15 PM Chetan_Trehan I am sorry, but we cannot upgrade the shipping method at this stage.
5:26:30 PM Chetan_Trehan We do apologize for the extended lead time. Unfortunately, strong demand for our products has extended the amount of time it takes to complete your order. Please know that we are working hard to ship it out as soon as possible.
5:26:40 PM Chetan_Trehan We certainly do not want to keep our customers waiting for their products. I assure you we are doing everything we can to get the item out to you as soon as possible.
5:27:40 PM Dell Customer That's rediculous
5:27:45 PM Chetan_Trehan I do not intend to rush you, are we connected?
5:28:00 PM Chetan_Trehan I apologize sincerely for what has transpired for you, this is not at all indicative of what we want you to experience when contacting customer care for assistance.
5:28:27 PM Dell Customer You're not helping me AT ALL?
5:29:37 PM Chetan_Trehan Mr. XXX, please be assured, we will keep you posted on the status of the order. I am sorry but the order has crossed the stage where we can make any changes to the shipping method.
5:30:58 PM Dell Customer I'm currently on the Lenovo website. IF I ordered TODAY, they have an Estimated ship date of 10/23/13. That's 8 DAYS better ship time that Dell. They have access to the same parts Dell does.,
5:31:15 PM Dell Customer You're lack of planning is forcing me to look elsewhere for my computer needs.
5:31:29 PM Dell Customer after being a loyal customer of dells for over 20 years
5:31:45 PM Chetan_Trehan I apologize for the inconvenience caused to you.
5:32:08 PM Dell Customer apologies are not good enough
5:32:33 PM Dell Customer don't tell me your sorry., SHOW me your sorry'
5:32:33 PM Chetan_Trehan As a consumer myself I would be just as upset if placed in this position, and can assure you that this is not indicative of Dell's world class service. Please know that we are working hard to ship it out as soon as possible.
5:33:12 PM Dell Customer BUT it IS indicative of Dell's LACK of world class service
5:33:49 PM Dell Customer I don't think you understand the depth of my unhappiness right now
5:34:05 PM Dell Customer platitudes and false apologies are useless
5:34:14 PM Dell Customer I want some consideration
5:34:31 PM Dell Customer You're lack of planning is forcing me to look elsewhere for my computer needs.
5:35:44 PM Chetan_Trehan I can understand your concern. Let me check what best can be done.
5:35:49 PM Chetan_Trehan Please allow me 1-2 minutes while I check for the information.
5:40:43 PM Chetan_Trehan I apologize for the delay in reply.
5:42:54 PM Dell Customer Hello?
5:43:48 PM Chetan_Trehan I have checked the status of the order now, and it is already shipped from one of the Dell's manufacturing locations and it is in transit. As soon as it reaches the carrier, a tracking number will be generated.
5:43:58 PM Chetan_Trehan The estimated delivery date is the same 10/25.
5:44:12 PM Dell Customer How is that possible?
5:44:26 PM Chetan_Trehan We cannot make changes to the shipping method of the order.
5:44:29 PM Dell Customer It's shipping 2 day air?
5:44:53 PM Chetan_Trehan The 2nd business day shipping method applies to the order once it is shipped. It does not include the order processing time. It refers to the time to be taken by the carrier for delivery of the order once it is shipped.
5:45:06 PM Dell Customer Your confusing me.
5:45:30 PM Chetan_Trehan As soon as it reaches the carrier, your order will be delivered within 2 business days.
5:45:30 PM Dell Customer it is already shipped from one of the Dell's manufacturing locations and it is in transit? I selected 2nd day air.
5:45:50 PM Chetan_Trehan It has not reached the carrier yet.
5:45:51 PM Dell Customer If it has shipped, shouldn't it be here by Friday?
5:46:27 PM Chetan_Trehan Once the order reaches the carrier, it will get delivered within 2 business days.
5:47:39 PM Dell Customer You're speaking in riddles. Where did you ship it to?
5:47:51 PM Dell Customer where did you ship it from?
5:48:04 PM Dell Customer why would it take 8 days to get to the carrier?
5:49:40 PM Dell Customer Where did you ship it to? where did you ship it from? why would it take 8 days to get to the carrier?
5:51:04 PM Dell Customer HHHHHHHHHHHHHHHHHHHHHHEEEEEEEEEEEEEEEEEEEELLLLLLLLLLLLLLLLLLLLLLLLLLLLOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOoo'
5:51:36 PM Chetan_Trehan We do not have that information as Dell has manufacturing locations all over the world.
5:52:26 PM Chetan_Trehan Is there anything else apart from this, I may assist you with today?
5:52:27 PM Dell Customer So this is coming on a slow boat from China?
5:52:41 PM Dell Customer Can I cancel the order?
5:53:16 PM Chetan_Trehan You have reached Dell's Home and Home Office division. Your account is located under our Members Purchase Segment. I would request you to please contact 1800-695-8133. They are working from 7 AM to 7 PM CST only on weekdays. You also have the option of getting an answer to your query via email from them at the following link: http://support.dell.com/support/topics/global.aspx/support/email_customer_care/emailcustomercare?
5:53:21 PM Chetan_Trehan They will assist you with the cancellation option.
5:53:56 PM Chetan_Trehan I can understand how you would feel at this point, since I am referring you to another department, but believe me, it is only to ensure that the query is handled by the correct department and the issue is resolved at the earliest.
5:55:46 PM System Chetan_Trehan has left this session!
5:55:46 PM System The session has ended!
This report was posted on Ripoff Report on 10/15/2013 03:19 PM and is a permanent record located here: http://www.ripoffreport.com/r/Dell-Computer/Austin-Texas/Dell-Computer-Dell-ripoff-disregard-poor-bait-switch-misleading-Austin-Texas-1092165. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.
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