Anyone encountered an unethical CSR?

I was interested in the XPS M1330 at the beginning of July, but the delayed delivery dates put me off. So, on July 16th, while building my umpteenth configuration, I clicked on the "Chat with a rep" button, and started to talk to a CSR.

To cut a long story short, later that day, over the chat, this rep told me that he could get me a laptop that would ship after 3 weeks if I ordered through him. Considering that the ESD on my web built configuration was the end of August, I was really happy with this. Oh, and I have a screenshot of this conversation too!

He went on to tell me that he knew people on the plant floor, and that he could talk to them to expedite my order. At this point in time, I didn't know about this forum, or about "direct2dell.com"

So I placed the order with him - around $3K in total. When the order confirmation email comes in, it has an ESD of 08/30 - but my rep tells me to ignore it - it's a worse case scenario, but he is going to take care of me. A fool and his money are soon parted, right? He told me not to call him on the number in the email, since he moved a lot, and would be at different numbers - he said something like "send me an email and I'll call you right back!"

So the order is placed, and three weeks later, there is a tax free weekend here in NC. So I send him an email asking if he can place the order that weekend so that I can save around $200. He's out of the office, and his out of office agent has a couple of contacts. I call one of them and wait for 2 days - no response. So I call the other one, and he answers, stating that the order was actually placed on the day that I called, and to redo it over the tax free weekend, they would have to cancel it and start from scratch. Since I was less than a week away from delivery (or so I thought), I declined - I just wanted the laptop

So a week after the 3 week period had expired, I send my rep an email - the ESD has not changed, and my order status remains "In Production". No response for 2 days - so I call him. No response - then he sends me an email and says that he checked with manufacturing and the machine will be delivered within "the next weeks". So I sent him a reply asking to clarify that statement - was it within the next week or not ? No response.

That was at the beginning of August. I tried chatting with reps online, and I have since been "upgraded" to NBD delivery, had a "Free" $149 value Timbuk2 bag, and now a $50 credit (the latter two after I receive the laptop).

So here's my problem. I know that 08/30 is only 9 days away, but reading online I see that on 07/16, Dell was well aware of the build/delivery problems with the XPS M1330. So why should this rep go out of this way to make me buy? Telling a customer that he can cut the overall time to receipt in half is unethical. If he had done so in error, then don't I warrant a phone call to explain that? As friendly as the rep was before I made my purchase, whenever I have called since then it goes to his voicemail since he is "on the phone".

It isn't right.

I do have other gripes about why some folks get them earlier than others, but that has been addressed on this forum already. I am looking at people that have an identical or similar configuration to mine.

Oh, and back to the rep, it seems that these machines are not built in Texas (where he is based), but in Malaysia - so it would be very difficult for him to "pop down to the factory" and expedite my order.

For those of you who have tried to post a comment on direct2dell.com - for some reason, the "submit" button doesn't always work - now ain't that convenient!!

Anyway, for those of you who have received them - congratulations I hope that your purchases turn out to be every bit as good as I am expecting mine to be.

Has anyone else encountered any deceptive CSR practices ?

Cheers!!

 

My momma always told me if it's sound too good to be true, it probably is.....

Pretty much 99.9% of all computers and parts are built in Asia. I feel for you and I've been ripped off or cheated several times in my life (not by Dell). I however hardly call this strong arming or deceptive.

Did he charge you MORE than if you went through any other selling median? Did he ask you to send him a bribe? In the end, you got a laptop you wanted, configured how you wanted with a shipping date EVERY OTHER person on earth would have gotten if they ordered your exact laptop.

I'm curious where and if any moral ground was broken.

Are you using Firefox? Some parts of Dell's website tends to be fickle and I have to load it up with IE. Also, if you have javascript disabled, try turning it on. I hope that helps.

 

I hear what you are saying Surfasb, and you have a good point.
However, my only reason for placing an order was because my CSR told me that he could get me one in 3 weeks. At the time that I placed my order, there were already reports of delivery issues - so while I expect the CSR to sell XPS machines (as that is his job), he should have been more upfront with me - if he was truly unaware of the backlog (which I have trouble believing), then he should have contacted me to let me know, and not avoid me.
I have some retail sales experience - used it to pay my way through university ), and I know that communication with your customer is imperative.
With regards to the factory where the laptop is being built, he told me that it was very close to where his office was, and he could pop in and have the order expedited as he had friends who worked there.
I've tried the direct2dell.com website with IE each time - not sure why it doesn't work - I do have javascript enabled. I have read other comments on this forum about not being able to post there too.
I was just venting - I am not as annoyed as I was before I posted. As corny as it sounds, knowing that there are others out there in a similar situation gives me some peace of mind. I'll wait and see - the 30th is just over a week away, and hopefully I'll be spending the long weekend getting to know my new XPS M1330.
Thanks!!

 

Sounds to me like the CSR flat-out lied to OP in order to make a sale. That certainly constitutes landing on the wrong side of the moral ground in my book.

 

I think you have made a good case, and I'm glad you got compensation. The CSR seems to really have misled you in order to capture the sale, and I'm sure that he knew full well of the issues Dell was having at the time. A company that large HAS to know what's going on, and if they honestly are that out of the loop, that's even worse. Hopefully your order ships on time... and hopefully your laptop will be worth all the stress!

 

I sure would like to see it

 

Well, DTM, here's what I have.

dell1.jpg has the first part of the conversation, and dell2.jpg confirms what he told me. I didn't take screenshots of the rest of the conversation, as I didn't think that I would need them.

I guess it really did sound too good to be true - that's why I took the screenshots!!
I'm thinking of taking someone else's advice and sending some snail mail to Dell - see if that gets me anywhere - I may wait until the 30th to see if my machine ships first.

 

Hey - I just took a look at the attachments, and they don't seem too clear - if you have the same problem DTM then please PM me and I will email them to you.
Cheers!

 

I'd second that advice.

 

My status has changed to "Boxing" this morning, and with an ESD of less than a week away, I'm not going to jinx it by complaining any more )
However, once I have my laptop, and I've checked it out to ensure that it is working correctly, I will definately send some "snail mail" by registered mail.