DELL Going Down The Tube

My experience with Dell is getting worse day-by-day.

July 16, 2007
I was excited to order a Dell Inspiron 1720 and placed my order with Dell via their website. The laptop was basically loaded and in Spring Green. The estimated ship date was August 1, 2007.

July 18, 2007
I am still excited so I order a second Dell Inspiron 1720 in Flamingo Pink for my wife. She is also now excited about getting her Pink Inspiron 1720. Estimated ship date is August 3, 2007.

July 25, 2007
I received my Dell Inspiron 1720.

July 27, 2007
I starting to use my new Inspiron 1720 and I find it has a design or manufacturing defect – an upward bow in the shroud which surrounds the keyboard at the left side of the keyboard just to the left and below the CTRL key. When I grasp the keyboard in this area to pick-up the laptop I hear a loud pop because the shroud is popping down-and-up when pressure is placed in this area. When looking at the mating-line between the bottom and top halves along the left side of the laptop with the screen raised, it is obvious that the shroud is bowed up around .030 in this area. When pressure is applied the shroud pops down and into correct position with the mating lines aligned correctly, but as soon as pressure is released the shroud pops back up. I am now disappointed at spending close to $2,000 for this laptop only to find I have a really great clicker. I call Dell and they agree to replace the laptop with a new one. Estimated ship date for the replacement laptop is August 3, 2007.

August 3, 2007
I receive email notification from Dell that the order placed on July 18, 2007 with an estimated ship date of August 3, 2007 is delayed. The new estimated ship date is August 28, 2007. This laptop was for my wife who is traveling on business starting August 25, 2007 and who was planning on taking her laptop with her for work. Now she can’t. Wow is she disappointed. Out planning was done around Dell’s estimated August 3, 2007 ship date, and we thought we had allowed ample time for some slippage in this date, but we were wrong. My wife now will not get her laptop when she needs it.

August 6, 2007
I receive email notification from Dell that the replacement order placed on July 27, 2007 with an estimated ship date of August 3, 2007 is delayed. The new estimated ship date is August 20, 2007. I find myself in a position that I can’t load software on the Inspiron 1720 I have because it is being sent back to Dell as soon as the replacement arrives. Hope it ships on August 20 as Dell now says it will.

August 21, 2007
I received a call from Shinika at Dell wanting to know how I like my new Inspiron 1720. I won’t say here what I told her other than to say that my replacement Inspiron 1720 had not been shipped yet and was suppose to be shipped on August 20. She must have apologized 1,720 times (you get my point…). I asked to talk to a supervisor. She said she would be right back with a supervisor on the phone, and put me on hold. After a couple of minutes she came back, apologized again and said all the supervisors had gone home for the evening. She promised she would have a supervisor call me on August 22, 2007.

August 22, 2007
At approximately 1:20pm I called Dell customer service to see why I had not received a call from a Dell supervisor today like I was promised by Shinika at Dell. I live in the western USA, and 1:20pm here is 4:20pm in the east. Again more apologizes. By this time I am really getting tired of all the Dell apologizes. I again asked to talk to a supervisor and was told I would be transferred immediately – then the phone went dead.

I called Dell customer service back at 1:50pm and got Ravi. After a long discussion about how unhappy I was with Dell because of shipping delays, and Ravi telling me how happy I would be with Dell by the end of this telephone call, he still couldn’t tell me when my two Inspiron 1720 laptops would be shipped. He apologized over and over again. I asked to speak to a supervisor and he said his supervisor was standing right there with him listening to our conversation and he would immediately put the supervisor on the line – then the phone went dead. He did say he would call me right back if we got disconnected and he took my phone number so he would know he had the right phone number. He never called back. I have now sent Ravi 3 emails asking him to call me back and have not received any call yet.

At the end of our telephone conversation I was still very unhappy with Dell.

 

anyone smell a troll?

 

geesh...

My mom just sent me a WSJ article about how damaged Dell's reputation is becoming...and this new Inspiron line was supposed to be their resurrection...

 

moved.....

 

Cliff note:

I have to wait for my replacement computer. Wwaahh

 

Oh and learn how to use a manual or something...

You put the old HD in the new PC when it shows up...

 

i hate how everyone is LOOKING FOR PROBLEMS THAT AREN'T THERE!

sorry for the caps but needed to get that out of my chest

 

Well, there is a big problem here...the guy ordered the laptop, got a pile of crap, and now his replacement is going to be even later. Dell hung up twice rather than deal with the problem.

My opinion would be to spend a day and just call them continuously until the problem gets fixed. Time costs money, and calling them wastes a lot of their time.

Another option is the BBB, or just requesting a refund. I'm sure you're entitled to the later as they really screwed up if I'm reading this right.

 

With big companies like Dell that provide such great prices, you take a huge hit on CS quality. I also got fed up with Dell, but I am not expecting any better CS from HP.

 

Me too, but I'm still getting a dell, hopefully on or near 8/28.

Have you considered cutting your losses and going to the nearest electronics store? No? Dude, your getting a dell but just don't know when. Welcome to the forum.

 

well said... if you want great price you can go to companies like dell and sacrifice small company CS...otherwise go to bestbuy buy your computer and walk out knowing it's PERFECT (which i doubt) and having paid hundreds more than you had to..
unless you're bill gates and can literally make your own pc

there are always sacrifices that need to be taken.

 

well
DTM, dell is rolling out all the 1520s
you are gonna be seeing yours really soon
but 1720, mannnnnnnnnnnnnnn
anyway though, i kind of like dell's customer service, just think about how much stuff they offer you when your order is delayed

 

yup yup, the cs is realy good compared to other BIG companies...considering how many customers dell has. You can always guarantee to be connected to a rep under 2 mins and they do offer free stuff for your hardship. if you pay attention most people complain about dell because of slow shipping and thats due to their high volume of orders which is because of their low prices. they DO change your screens when you see imaginary fairies flying all over the screen, but you need to give it time .

rawr...i can feel people bashing me already lol

 

First off....you should have established a complaint and received a number. If it hasnt been resolved yet, you send it to the 'unresolved issues' area of the dell site.

Next piece of advice is to write your thoughts on a piece of paper and send them hard copy to Dell headquarters clearly listing it as a complaint. these are dealt with at a higher priority than email complaints.

Much higher....

Next.... do you not still have the original system?? Yes of course you do. Why complain of the replacement date when you can use that one just fine now.

Next, regarding your wifes shipping being delayed... If you dont like it go elsewhere. We are all unhappy and have dealt with it in a number of ways but, we all realize that this was innevidable with them rolling out so many new systems..You do whats best for you.