Dell Customer Service Lied To My Face

Ok those guys have seriously crossed the line now.

For the past few weeks, I've been calling Dell and trying to change the shipping address of an order I made. This is because I am no longer living where the order is going to be shipped. Every time, the agent says they can't make any changes once it's in the system, and that I will have to wait for it to be shipped and then contact the courier. I know this is a blatant lie since I've read reports of other Dell customers getting their addresses changed by calling customer service. I don't know why they're messing with me in particular, but whatever, I'll try DHL.

The order is shipped today and I call DHL to change the shipping address. Suprise suprise! The lady on the line says they have a contract with Dell whereby the customer cannot change the shipping address w/o Dell's approval. I'll need to call them (at the same CS number) to get it changed. So those guys have been lying to me all this time.

I call CS now, and try again to get them to change the address. Again, same line as before. I tell them what DHL told me, and they just repeat the script again. I try a manager, but he just goes through the same motions as before. So now I ask to be transfered to the resolutions department, or the escalations department, and he denies those departments exist. If he had things his way, he'd be the one running the whole company.

This is entirely not acceptable at all. I do have his full name and employee ID number though. Who do I contact to put their asses to the fire and get some results? Once I get my laptop, it will be the last time I ever do business with Dell.

 

well, AFAIK, you cannot change the address beyond a certain point during order. Figure out what it is there. But having said that, its unacceptable Dell did not change the address even after you've been trying for the 'past few weeks', meaning probably before the order was shipped or probably even before it went into manufacturing..

Did you make the change of address after the order went into manufacturing? Because here in Italy, the guy with whom I processed my order told me that the address cannot be changed once you make the payment and the invoice is done.. I dont know if this is true, but find out anyways or think about when was the first time you asked for a change of address.

As for firing asses, search around in this forum.. someone posted the contact email id of someone high up in the dell hierarchy.. I dont remember where it was but I remember seeing it as soon as I joined this forum...

Or probably someone would let u know better now with their reply Good luck.

 

Hm... that is quite a predicament.

To me though I am not certain Dell is lying to you. DHL simply said that they can't change it without Dell's permission. They did NOT say that Dell had the power to do such a thing.

Sometimes companies (Dell included) make agreements like you probably had to agree to to order through them like making it so adresses can't be changed once an order has been shipped for security reasons...

To me, it seems like just one of those things in the business that you can do nothing about because since lawyers are involved there's nothing Dell or you can do but comply with what they're telling you...

 

And now this guy's laptop is sitting on some one else's porch, because we know the delivery guys never ask someone to sign for stuff.

I just had $2,000 worth of soccer equipment dropped on my front porch today--no signature, nothing. I live on a busy road and almost stroked when I found it (fortunately, it all seems to be here).

If that really is a Dell policy, it is the most absurbd policy I have ever heard in my life---even if it is a policy, what if you happen to miss the day it is shipping and cannot ask DHL to change the shipping address (incidently, it would be insane for DHL to allow the recipient to change the destination....DHL works for Dell, not the recipient.

They were giving you a line

 

Hate to say it, but you can change a shipping address. You cannot change a billing address...perhaps that is the mis-communication?