Customer service frustration

I'm new to this forum. Hello to all and hope my complaint doesn't annoy. Let me start by saying I have owned several Dell computers and have preferred them. So with that I decided to order a Inspiron 15R,.. in hind site i should have gone to local store and just purchased a laptop with similar features. Less of a headache.
Long and winded.

I placed an order for the laptop on 8/7 and received confirmation email showing estimated delivery date of 8/15.
On the 10th i decided to check status via link provided in confirmation email which showed status: in production, expected delivery date 8/15.
On the morning of the 13th I rechecked with same result at which point i figured the 15th was unlikely I then called customer service and spoke with a representative about the order. At first he just repeated what it says online so i asked for him to please check further. When he returned to the phone he says 'the item had completed production on the 9th and was waiting for shipper to pick up. you should be receiving shipping notice by this afternoon'.
That evening the 13th i checked the website again and no change to status, I then chose an online chat with another customer rep. who eventually said the item had shipped to the carrier. I later received an email with a transcription of the chat where they clearly state the item shipped.
Next day the 14th I see same information online and call again to another rep. who can't find the status or tracking number. I then ask to speak to a manager, and he says one will call me back.
Late afternoon, i get a call from a manager sounding annoyed and arrogant he then reads the information listed on the website namely in production with expected deliver date of 8/15. When i mention that two customer reps have already said the computer had shipped, his response was 'Do you have a tracking number?' if you don't have a tracking number it hasn't shipped.'. I asked if he can double check with the production facility, he says there is no way for him to reach them. Then says 'when you get the tracking number it will show the delivery date. Is there anything else i can do for you'.
Here it is the 15th website still shows the same status and expected delivery date of 15th.
I realize delivery dates are estimates that are automatically calculated but it would be nice if someone in cust. service can provide better updates.

Sorry for the rant.

Fred

Update 6:30pm EDT: Received a call from Dell.. person tells me they just found out today that a part needed for the laptop is no longer being supplied by the vendor and they need my approval to replace the part. Turns I15R or atleast the model with the processor I ordered has been discontinued hence the delay.. Anyhow he connects me with the ordering dept. for me to cancel the original order and re-order the same machine with a different processor for same price.

So now instead of an I15R w/ I5 2.5ghz processor, it's the I15R w/ I5 2.9ghz processor. New estimated delivery date: 8/23...we'll see..

 

Hi Fred,

I'm sorry to hear that you've had a negative experience with the ordering process. I'd like to try and help see that your new order is delivered on time. If you would like me to track this issue, please send me your contact information as well as your order number.

Thank you,
Mourin@Dell

 

Mourin, thanks for the offer. But I did finally get someone to help me. The last person to call me was a manager and he followed through and had the NEW order expedite to the end. I now have the laptop.
Odd how no-one in customer service, including a supervisor/manager, were able to determine there was a problem and yet continued to tell me that it had shipped and was waiting for tracking number. Not until I kept escalating the issue did someone finally determined there was a discontinued part. 8 days to resolve an order that should have been rejected or atleast red flagged immediately.

 

Fred, I'm glad to hear that the issue was resolved. We understand that tracking is an issue and as a company we will continue to work on improving our services.

Please feel free to reach out to me if you have any questions or concerns in the future.

Best,
Mourin

 

That sounds horrible, they should have gone ahead and built you the machine with the faster processor and shipped it out. Maybe contacting you would haven been great!

If this is how they treat you before you order, imagine how bad anything after you receive your order. Congratulations and welcome to Dhell!