Dell Haven't Delivered My Laptop In Over A Month

Hi,

Sorry to bother you with this, but I really don't know where to turn anymore. Here is my story in short. I live in London, United Kingdom.

I ordered my Dell Studio 17 with the i7 on the 9th of December and it was shipped on the 17th of December. I arranged a delivery date on the 23rd, alas, I was unable to be at home at the time. Long story short, my laptop was not delivered and no contact card was left by the courier, so I could not call to arrange a new date. I left for a holiday until January 5th and upon my return, I found a card on my doorstep.

Calling the number, I was informed my laptop was returned to the sender (Walsh Western central hub in Hinckley). I spent the next week calling up Walsh Western only for them to tell me the laptop is still not in their hub. Finally, they told me it arrived and I arranged a delivery date for the 13th of January, morning. I took a day off and sat by my window. By 3pm I realised it wasn't coming. I called Walsh Western again and the fellow told me it should be on its way, that he'll call the courier directly and he'll let me know immediately. I'm still waiting for him to let me know.

I contacted Dell via their email Customer Service form (there is no phone number on their website). They told me it's not their issue, that it's Walsh Western's issue. So I bugged Walsh Western. I arranged another date for the following Friday, 15th. Once again, it didn't come and I was told they would follow it up and let me know immediately. I'm still waiting for that call as well. I arranged a final delivery date for Tuesday, January 19th and, as you can probably imagine, it didn't come.

According to the tracking website, the laptop is in the Bpo Docklands warehouse and it's been there since the 13th. But it never left the warehouse, on either of the delivery dates. I spent over 70 pounds on hold and calling Walsh Western. Finally, I contacted Consumer Direct and they told me it is indeed a Dell issue, as I paid Dell for both the manufacturing and the delivery of the laptop. They also told me that Dell are in breach of contract.

Armed with this new knowledge, I emailed the Dell Customer Support last week, two different emails to two different sections of Customer Support. Despite their 24-hour reply pledge, no one has replied. In fact, I haven't heard from Dell for over a week. Arranging another delivery date with Walsh Western is futile, I would think.

So here I am. With a 900-pound laptop in a warehouse 40 minutes from my home, almost a month and a half after the shipping date. And that was supposed to be a Christmas present.

I really don't know where to turn or what to do. I'm rather desperate and shocked and upset and surprised that I paid all that money, they took it so readily and now I'm completely ignored. I am very disappointed and certainly won't ever look in Dell's direction again after this (nor will I recommend anyone else do so) but I want a resolution after all this time, either the laptop or my money back. It's quite a purchase for me and I quite need a computer for my studies.

Any ideas will be greatly appreciated. And thank you for reading this.

Have a pleasant day.

 

This is NOT Dell's problem, but a problem with the shipping company. The same would have happened with HP or Lenovo ... etc

 

This IS Dell's problem because I paid THEM to deliver the laptop. I couldn't care less it's the shipping company who isn't delivering it. I paid Dell for the service, not a shipping company. If there's a problem with the shipping company, Dell should contact them and do something about it. It's ridiculous to accept almost 900 pounds for a service you then fail to provide.

UKMail called me directly today and said it will definitely be delivered today before 4pm, as they only have two deliveries for the afternoon. It's past 6pm and it hasn't arrived. I don't know why it is impossible to load a computer into a van on four separate occassions, but the truth is they haven't done it. My suspicion is that the laptop is lost, despite it showing up on the system. I cannot understand it otherwise.

If that is so, I should either get a replacement machine or a refund. In fact, I just want the refund now. The sad thing is, Dell haven't even replied to any of my Customer Service emails, which is what bothers me almost as much as the fact that I don't have a laptop, as that certainly doesn't make me confident they'll help me in the future, if I ever get a laptop.

 

If you paid with a credit card just call the credit card company and report fraud. Explain that you did not receive the service you paid for and they will refund your money. If the notebook shows up after that, just refuse delivery. Let Dell and the shipping company figure it out.