Dealing with Customer Support

I ordered a Dell XPS 1530 on July 16th, and as of today, it is still in the Build Stage. My problem is that I will be leaving for University next week, and my laptop isn't expected to arrive for another 2-3 weeks.

I tried calling Customer Support to see if they can expedite the process, perhaps upgrade me to overnight shipping. However, the agent said that she is not able to make any changes to the order, including the shipping method, and that the only way to do so would be to cancel and resubmit an order, which of course would mean for an even later delivery.

I also asked if it was possible to change the shipping address, so that I can have it sent to school instead. Again, she said it's not possible to make any changes to an order once it's been placed. If I wanted it to be shipped to school instead, I would have to cancel and resubmit the order.

From reading your experiences here on these forums, I know that what she is saying isn't completely true. I've read of several cases where people were upgraded to free overnight shipping. Also, I do not believe it is impossible to change the shipping address.

What would be the best way to get expedited shipping or to change the shipping address? I'd really like to have the laptop in hand before school starts. I've been a loyal Dell customer for years, ordering several laptops from them. I'm not trying to scam them in any way, just trying to get what is rightfully mine, on time. Any help would be greatly appreciated.

 

try to call them again !

 

Yeah call them again. I called them about delays and they upgraded me to next day shipping.

 

I just tried again, no luck. They said the same speech about how every order gets shipped as soon as it's completed, and they cannot change the shipping method. It felt like they were just reading off a script after a while.

I even tried talking to the manager, but she kept saying the exact same thing as the other agent. I'm just getting stone-walled here.

If you don't mind me asking, which number did you call and who did you talk to? Were the people from the US or India? Also, is there any "secret code" or something I need to ask for specifically to get upgraded to next day shipping? Whenever I ask about it, they say they can't do it and that I have to cancel and reorder to change anything.

 

Ask them why they can expedite others shipments and not yours - diverge on that.

 

Ok, I called again for the third time. Still no luck.

I brought up the fact that other customers were getting compensation for the delays with upgraded shipping. The lady denied that they were giving out compensation at all, and said there must have been a "miscommunication".

This is getting ridiculous here. If what the other posters here have said is true, then they're just lying through their teeth.

Is there anyone I should contact besides their regular customer support line? It seems I'm out of options with them.

 

Call to cancel the order. Tell them you will order from ______ company instead if you aren't upgraded to faster shipping and compensated with either money back or some accessories.

 

Dell really does not care when people cancel orders, in fact it seems they encourage it, and do not try to prevent people from canceling AT ALL.

And the lady is lying through her teeth.

 

I would just call back and cancel the order. Play hardball, and maybe you'll get an offer for faster shipping.

DO NOT ASK FOR IT. Just tell them you are canceling and see what they say.

If you ask for it, they'll just thinking you are looking for a sweater deal...which they won't like.

If nothing comes out of it, cancel anyway. You need the notebook very soon, so don't wait on Dell.

 

No no, you don't have to get into a spitting contest. Just wait until you get a tracking number from DHL.

Then give THEM a call and let them know that you would like to have the order re-routed. So long as you aren't one million miles away, I see no reason why they might not be able to accommodate you. Or, worse case, you drive to their local transfer station and pick it up. Worked for me once.