Butchered By Dell

Dell has lost my laptop and they could careless.

I orered an XPS 1530. It was expect to arrive by Feb 18th but when I looked at the shipping info recently I found out it had been delievered On Feb 8th, earlier then expected. It was delievered on Feb 8th, in the morning, when no one was home and signed for by someone named 'Sara'. A name that is new to me. I live in some town houses so I assume the driver gave it to the wrong town house and the person just signed for it and has apparently kept it. I informed Purolator on the 10th that it was missing. They've been investigating for a week and they still don't know anything. Apparently it could take 2 or 3 weeks for them to complete the search. In the mean time someone has my laptop.

I've been nice and patient untill recently when I figured out this could take weeks or months. Once I get it back if its open, which I assume it is, I'll have to send it back and get a new one. Dell says that should only take 7 days, I doubt that greatly. I called up to see if Dell can do anything for me. I didn't even get so much as an apologie. The manager I talked to was less then sympathetic. I asked for a discount of any sort for this issue; fifty or hundred bucks. Its not even about them amount, I just want some sort of a sincere apology. The managers response was, "Dell doesn't compensate for lost time".

So, here I am. Waiting for purolator to get my laptop back from some random person. If they do get it back, then I have to send it back to get a new one. I don't know what they've done to it. If I don't get it back, then I've probably got to wait for a purolator claim, who the knows how long that'll take.

This was my first and last Dell.

 

Ouch...sorry to hear man. That just outright sucks!

 

Sorry to hear man. Dell in general is a great company, it's just a shame for the few times they falter for it to be you.

 

Im sorry to say that the same could have happened with ANY laptop manufacturer. Obviously, the courier made a big mistake and the investigation is in their hands. You need to pursue compensation from DHL or whoever, or get the police involved. The suspect could very well be your next door neighbor!

Think about the risk involved for Dell if they cross-ship a replacement. I worked in online retail for years, had the same thing happen multiple times- and the policy was NEVER to cross-ship.

 

Yea this ain't exactly Dell's fault as much as it's the shipping company's. What you need to do is call your credit card company (hopefully that's what you used) and do a chargeback saying you never got your machine since they lost it. Legally, you do not own the notebook untill it's in your hands, so Dell is still responsible for it if it's never found (as they still own it). And by law, when you pay for something you are entitled to that product. So since you never got it, you are entitled to get your money back.

Thus the best way to resolve this quicker is to just get the money back from your CC company. And if the item eventually shows up, just send it back to Dell as it's theirs and not yours.

 

I understand that. I could be lieing about the situation. This is more about the horrible customer service. The company in general seems horribly unsympathetic.

I also understand this issue is mostly at the fault of purolator. However, I'm not paying them. I'm paying dell for the service of manufacturing a laptop and providing an asset. From my point of view. They have done neither at this point and expect payment anyways.

 

They send it by DHL, right??

Double check the signature and the place they left it (you can do that online using the ID number DHL used for the product on the DHL website, and you should have the email with the number). If you find that the recipient address was not yours, you can claim for a new one without need for investigation.

I hope this can help.

 

I would be so pissed if they sent the laptop to my neighbor. If you bought lojack, hopefully they're dumb enough to install it..

 

If I was a Dell official, and someone called and said "My laptop was not delivered to me. What are you going to do about it?" I would be sympathetic, but obviously not ship them a new one without further investigation.

 

I would call your Credit card company, explain to them the situation then dispute the charges.
I know of someone this happened to. I don't know of DHL but UPS will prosecute the person who knowingly accepted and kept the laptop.

 

This was similar to me in that Dell screwed my address up not once but twice and thankfully there was no such address and Purolator were unable to deliver the lappy and I could then pick it up after screwing around for 20 mins on the phone with a Dell CSR to correct it.

 

It was Purolator and the online delivery status shows it was delivered to my address.

 

Man, I'm not a lawyer, but with all due respect, I'm virtually certain this is not legally correct. Not at all.

Legally, transfer of ownership for any goods contracted for sale occurs at the time specified in the applicable agreement/contract between the buyer and the seller. In most cases, which I believe includes this one, ownership transferred to the purchaser at the time it was released by Dell to the carrier. The transaction that moves the parcel from Dell to you is separate from the transaction that had Dell build a computer for you. Dell "
bundles" those transactions for your convenience, but I suspect a close examination of the fine print will reveal language that reflects the shipping transaction to be separate, and in addition, a limitation of their responsibility once an item has been released for delivery.

Think of it a different way. Dell's receipt of payment from the credit card company doesn't occur after shipping receipt has been confirmed, but after it has been shipped from Dell. They've built a computer, and they've shipped it with whatever shipping method you selected.

That is why Dell may, as a courtesy, opt to assist you in contacting the carrier in researching the issue, but they are almost certainly not responsible for the loss of the item in transit. The carrier is.

Let's flip the situation. You have a chair. You sell the chair on eBay, and charge $10 for shipping. You ship the chair via Super Chair Parcel Service, and they provide a receipt showing that someone signed for it. The buyer claims he never receives it. Are you going to volunteer him a refund? Of course not. Dell can show they released a real, trackable parcel to a carrier, and they have a receipt showing someone received it. What else are they supposed to do for you?

I guess I'm too anal for my own good, but when I plunk down that kind of cash for anything that's going to be delivered, I'm tracking that purchase on someone's website by the freaking hour. I'm not about to leave it in the hands of a carrier any longer than I absolutely have to. That this went unchecked for apparently ten days before it was noticed is astonishing.

If I were you, I'd start making the rounds of the townhouses in the area and find out which one got a Dell delivery and didn't know what the heck it was for. While I realize lots of people are ruthless, greedy crooks, most people I know would get back in touch with the shipping company and have them pick the package up once it was realized it had been delivered errantly. That probably puts in back in some sort of dispositioning system for it to be resolved and reshipped to the right person.

I'm sympathetic to the situation, don't get me wrong, but I have a hard time seeing how Dell is the one to flame in this issue. It's just that the delivery company screwed up royally, not Dell.

-sd

 

First of all, Dell didn't lose your laptop because Dell doesn't ship things. DHL lost your laptop.

Second of all, when you find out who "Sara" is, beat the s**t out of her. I mean, really destroy her face and work it over. If you need to, even use a crowbar or a baseball bat. That's called Even Steven.

 

LMFAO :laugh:

 

Wow... I hope I don't ever accidently recieve a laptop meant for you

 

On a more serious note to the OP ,if "Sara" did indeed use her real name,a quick conversation with whomever manages the complex should shed some light on the situation.

 

It's the delivery company and Dell's fault. Usually the delivery person ask for the receipients name and assumes it's correct when the receiver says yes. Sara must've signed her last name as receiver. If she was very smart she would've signed it with a fictitious name and thus harder to trace. Some last name signatures are difficult to decipher. Could also be that the driver stole the laptop. Too many variables but in the end it's the delivery company at fault. You can dispute it with your credit card company. The contract of purchasing is not complete until you received the item as promised. They do have to investigate what happened and Dell will deal with the loss since you were only waiting to receive the merchandise.

 

I feel your pain OP.

I waited all day for my 1530 and when I finally was able to get through to customer service, they kept me on hold for an hour, told me they'd call back within 15 minutes which ended up being 1 and a half hours, and then informed me that the driver may have forgotten to pick it up from the warehouse.... So now, they told me to wait between 9am and 11am to see if it arrives, and if it doesn't, there's a problem.

 

I should have mentioned that I am really sorry this happened to you OP. But I think some people on this thread have a good point about contacting your CC company and of course dealing adamantly with the courier. It's too bad Dell is rather unsympathetic and shows a poor attitude and customer service.

I am actually ordering a M1530 within the next couple days (just gotta juggle some numbers around) and I sincerely hope I do not suffer the same experience.

Cheers mate and good luck

 

ABSOLUTELY!!
I've known many a friend who's had the same problem with all
different companies.
J

 

and you can get the same thing from Sony or HP or I can go on and on.
and I have from Sony.
Chargeback to cc was the way to go!!

 

Most likely is a man!

 

why can't dell have a store where u can go to =\
makes it easier so no scandals can be made

 

Actually, online vendors are legally allowed to charge your credit card until the delivery has been made. Deel does not charge until a few days after your delivery date.

Call your credit card company, they WILL reverse the charge. Dell will then lose out and go after the delivery company for their money. The delivery company will then in turn fall back on the insurance if they aren't able to recover the stolen goods. In no way should you be the one to suffer from this transaction.

 

Dell's delivery time is an estimate. The correct delivery time is known once the notebook is shipped. For this purpose, a tracking number is assigned which is available to you on the order page. I wonder why you didn't track on a regular basis.

As you did not track the package, you learnt about the misdelivery after two full days.

Had you been tracking your package since they assigned a tracking nubmer, you would have known in advance when your notebook would be delivered and could have made arrangements to receive it.

You lost a notebook but you seem more concerned about getting some discounts from Dell rather than your notebook.

With this, either the laptop is stolen (Purolator delivery staff may or may not be involved) or you are lying about it. I am sorry (don't take it personally) but first trying to get some discounts and now this news makes me suspect you in the first place.

Anyways, submit a written complaint, if you haven't already done, (e-mail will do) to both Purolator and Dell. In the meanwhile use the copy of the complaint, to reverse your charge from your card company/bank. Also get the Service Tag, Express Service Code and Serial Number from Dell. Look out for similar notebook on sale at eBay, Craigslist, similar popular site in your city. If you find anything you suspect might be your notebook, contact the seller and ask for the Service Tag, Express Service Code and Serial Number. If it matches, call Police and bust the thief!

 

Credit card companies do not have to wait until your order is delivered to charge. They charge at the time the order is shipped.

The credit card company may reverse the charge upon your protest, but Dell will gladly hand over their proof of merchandise release to the vendor AND their proof of delivery back to the credit card company. The CC will reinstate the charge, and then tell you to get back with Purolator and complain. Loudly.

 

I second this!

 

SoonerDave...Dell is the one responsible for getting the machine to you, not you. That's why you pay extra for shipping.

You can't tell me that once the thing leaves the factory it is 100% the buyers responsibility, and if it ends up in Antarctica it's their fault and they should pay for it. You pay for that machine to get to your door, so if it doesn't get there then it's not your fault and should not be your responsability for finding it.