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    Dell Messed up ...again

    Discussion in 'Dell' started by FusionGtX, Oct 17, 2006.

  1. FusionGtX

    FusionGtX Notebook Enthusiast

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    Ok here we go, i placed an order for a dell laptop on Oct 10th Tuesday from Dell Outlet and it was shipped out the next morning. I was given the tracking number and it showed that the notebook will be delivered on Monday. This is where things start to go wrong, as on monday the notebook isnt delivered even though the UPS website showed the package as Out for Delivery at 6:30 a.m.. At around 10 p.m. i call dell support and (after few minutes) i am told that due to unknown reasons UPS couldnt make the delivery today and i was assured that it will happen tommorow. Now comes the fun part, today (tuesday) i checked the UPS website again to make sure everything was on time, and to my surprise i see the following:
    Location Date Local Time Description
    <removed>,
    NY, US 10/17/2006 2:35 A.M. THE RECEIVER DID NOT WANT THE
    ORDER AND REFUSED THIS TO
    DELIVERY;PACKAGE RETURNED
    SENDER

    Now here is the problem, first off the local time is shown as 2:35 A.M. Now i doubt if any company would even try to make a delivery attempt at time. Second i made the mistake of using the online support system, over which i was assured that Dell would contact UPS to make another delivery attempt.
    So now off to the UPS, i called them just to make sure everything was ok and possibly to figure out why in the hell would they make a delivery at 2:35 A.M. and i was told that they didnt and dont make deliveries at that time, but infact the order was called back by Dell (at that time). I also asked UPS if its possible for me to call Dell to redirect the item back to me, and i was told yes as they are the one who called it back, they can also do otherwise.
    Now i am on the line with a dell rep. again.. after talking to him and explaining everything he tells me otherwise that UPS made the delivery and i refused it, i point him the time stamp which was 2:35 A.M. and that UPS doesnt even make deliveries at that time... so his explanation "There must've been some miscommunication" (yeahhh miscommunication alright..BS).
    Upon me asking him to tell UPS to redirect the shipment back to my address he clearly said NO. that is not possible so he will be sending me a "new" laptop with the exact same configuration (paid price was $955:

    12.1 in Notebook Screen (Intg. web cam, Mobile Broadband Antenna, ear buds)
    Intel Core Duo Processor T2400 (1.83GHz/667MHz FSB)
    8X DVD +/- RW w/dbl layer write capability
    120 GB EIDE Hard Drive (5400 RPM)
    9 Cell Primary Battery
    256MB NVIDIA GeForce Go 7400 TurboCache
    1 GB DDR2 SDRAM 677MHz (2 DIMMs)

    So now here i am.. having to wait 2-3 more weeks for the laptop i was suppose to get yesterday. I am assuming this is something to do with me getting the notebook on outstanding price and this is dell's version of making you pay, or they just sent me something extra and now called the notebook back to take it out..

    As now the new notebook is in the making, but i am seriously thinking of canceling the order, as i am just tired of just tired of talking with Dell. I was hoping if this (my first) purchase goes through smoothly i wouldve bough 2-3 more notebooks, but i guess that wont be happening now as i am thinking of canceling this order and going with HP DV2000.

    Any Suggestions... ? Feedback ?
     
  2. jtom

    jtom Notebook Evangelist

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    Yes, call them back and say you are going to cancel your order. They will then be forced to give you gift cards. Get as much gift card money as you can!!
     
  3. Greg

    Greg Notebook Nobel Laureate

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    yeah...they should have given you a coupon for all the trouble...the M1210 is a nice machine. If you want a 12.1", I'd stick with it if you can.
     
  4. FusionGtX

    FusionGtX Notebook Enthusiast

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    The thing is i am not sure if i should take the chance to bluff them with canceling my order, i mean what if the rep just goes "Ok sir, just give me a moment to do so". Considering i am already getting a good deal on the notebook.
     
  5. Andrew Baxter

    Andrew Baxter -

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  6. jtom

    jtom Notebook Evangelist

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    I would call and ask for information about canceling. "I was wondering what the canceling policy was because I was thinking about doing so due to the poor service." Something like that. He will then more than likely offer you the cards.
     
  7. FusionGtX

    FusionGtX Notebook Enthusiast

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    Update:-

    I was just on the phone with Dell regarding this issue again, finnaly i got someone who understood exactly what i was going through (after i mentioned the magic word of canceling) well i didnt get a discount or anything. But he did call UPS with me on the line so i would hear exactly what UPS had to say about the delivery.
    Ofcourse they said exactly what i was saying the whole time..that the order was called back by dell on Monday at 11:04 a.m. (i wouldve had it in an hour or so if it wasnt for this). Not just that but the UPS agent also informed that if Dell would file another Forum to them they (ups) could try to re-deliver the package again if its still in the center, exactly the opposite of what Dell Reps were telling me that they couldnt re-direct the order.
    UPS Rep couldnt find the agent name who requested the notebook to be shipped back while i was on the line as she claimed it would take her longer to do so.
    So as of now there is a 10% (according to the dell rep) chance that i might get this notebook delivered to me or i will end up waiting 2 weeks for the new one to arrive. I am expecting a call from Dell regarding this later today or tommorow night. So i will let you guys know how it all worked out.

    Edit:-
    The dell Rep also confirmed that if cant get this package to me they do get it back in 2-3 days and my question was why are you then making me wait 2 more weeks when you can just send the same package again?. His answer He cant comment on it as its a company policy.. (makes you wonder why a company would to lose money)

    Sidenote:-
    Lets say that i dont get this package and dell sends me another one.. Should i be expecting a C2D processor? or will it be the CD (same as before, although i am unsure if dell makes new notebooks with this processor)
     
  8. shinji257

    shinji257 Notebook Deity

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    Ummm... Odd as it sounds I can almost vouch for UPS "losing" stuff. Not just laptops. At my last job I unloaded trucks. UPS and Fedex were among the trucks that came in and they brought their bigger ones sometimes. Once we got a truck that was supposed to be all for us. Packed to the rim. Apparently there was a screw up and there were maybe 20 packages for us out of the couple of hundred. The UPS guy even joked around about leaving some of the packages there. Anyways once the mix up was discovered the guy found himself going to other places and had to explain to his superiors that he couldn't make the extra stops that they were flooding him with.
     
  9. FusionGtX

    FusionGtX Notebook Enthusiast

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    Well now Dell shipped out my replacement on Oct 26th with Over night Shipping. and UPS somehow couldnt deliver it on Oct 27th had to "Reschedule" the delivery for Oct 30 now i am i hope nothing goes wrong this time and i get my notebook =(. On the other hand dell shipped out another package (containing remote control for MCE05) on the 26th using DHL and DHL was able to deliver the package on the 27th.
     
  10. drke

    drke Newbie

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    A similar and more complicated thing happened to me with Dell recently. I'll post the details when I have more time. The key thing to know is that if you cancel, Dell takes 30 days to credit your account - assuming that you paid by credit card - even if it is their fault, even if you cancel within 30 seconds of placing your order. Dell processes their credit charges instantaneously so don't think that you can stop payment.

    If you plan on cancelling and then reordering another computer, make sure that you do not go over your limit on your charge card or you could get a nasty charge plus hurt your credit rating. I have seen posts of people returning computers over and over again. Be aware - for example if you return a $2,000 Dell computer 3 times in 15 days, you will have $6,000 charge on your card and still no computer - even if the fault is entirely Dell's

    Dell runs a scam worse than most Crooklyn electronics dealers.
     
  11. zolo

    zolo Notebook Evangelist

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    When I ordered my E1505 from outlet, I didn't know about this credit back up to 30 days policy. I ordered one from the outlet, few minutes later another one with better specs showed up for similar price. I added it to my cart and kept refreshing the page every 10minutes and called dell to cancel the first order. It was the first time for me ordering from DELL. So, the DELL rep assured me that the order was canceled and they'll not ship it, so I went and ordered the second one then went to sleep. When i woke up, I checked my e-mail and saw 2 laptops being shipped. Man was I pissed, after calling DELL, they told me that the order was NOT canceled and nothing in thier system show anything about the rep who canceled my order. Now, I thought they were better than that and it was my mistake that I didn't take the rep's name and all but FTW.
    They told me to DENY the first package when UPS shows up my door, I called the following day after reading some posts here that UPS're known for loosing packages and stuff, so DELL told me to accept both packages then send the one I don't want back to them. The lady was like " but we'll charge you for shipping" :mad: I hang up and called DELL again and talked to another rep who seemed to understand what I went through, so he said it woun't cost me anything to ship it back to them. But, I demanded a gift card and got one $100 worth and the carrying case that came with the package that I returned.
    Now, after they recieved the package back, I recieved an e-mail stating that it'll take up to 14 buisness days to return the money to my account, I used my Master Card to purchase both systems. After 24 days, I didn't get the money back as promised. I called DELL, the rep. told me she'd call me the following day at 9:00AM, she didn't call that day, I called DELL again , another rep told me he'd call next day at 11AM, never called either. Third rep told me she'd call following day at 10am I was like, hold on now, I WANT MY MONEY BACK NOW. I hang up and called my credit card company, and they resolved the issue withen hours with those stupid DELL.

    I ordered an E1705 few days ago from the outlet, after waitting for a decent copoun on dell outlet or home store for a long while, The day I ordered mine from the outlet They decided to add new % 30 coupon :( So I called them and decided to cancel the first one and order a brand new one instead.. The lady assured me than the first order was canceled, I hang up. Then called again to find out she didn't cancel it :confused:
    I talked to another rep and asked him to cancel it and show me a prove of that. After he canceled it, I went and configured a new system and added it to my cart, but didn't have enough funds to cover both systems, so I called DELL and asked em about it, they said it should take 5-7 buisness days to clear ( They charge you RIGHT AWAY, but wil take 5-7 buisness days to RETURN YOUR MONEY? FTW) I told him, how about you use that amount that DELL held from my bank acount towards the new purchase????????
    Apparently it doesn't work that way with them. So, I was going to deposit more money in my account the following day to cover both systems till they clear that amount for the first system. Few hours later I went to check my DELL account and found out they canceled my order that I just submitted ( the second one, the brand new one ) and re-submitted my first one ( outlet order, one that I canceled ) without my knownlage or approval.
     
  12. FusionGtX

    FusionGtX Notebook Enthusiast

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    Ok i finnalyyyyy recieved my notebook half-an-hour ago. I just booted up the thing to see if everything is ok. The only problem i see is a High Pitched sound coming from the back-left side of it, unsure if its the Hard Drive or something else. Either way i have to go to college and wont be back for another 7-8 hours so i will take a closer look at it when i get back. One more thing my original order was for Refurbished and my replacement doesnt carry a Refurb. Sticker at the bottom, so i am assuming i got a new one? :S
     
  13. geauxmartians

    geauxmartians Notebook Enthusiast

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    Dell maintains a negative cash conversion cycle through use of this model: in other words, Dell Inc. receives payment for the products before it has to pay for the materials. Other computer manufacturers, including Gateway and Compaq, have attempted to adapt this same business model, but due to timing and/or retail-channel pressures they have not achieved the same results as Dell.

    For better or worse the way Dell handles the charges on our credit cards is integral to their business model.
     
  14. shinji257

    shinji257 Notebook Deity

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    Umm.... where are you guys getting this information? I ordered a custom built E1705 and they havn't charged my card yet. They might of done an auth on it but the funds are still physically there and no hold is done either. I used my debit card for the transaction. Basically the way I saw it was that they didn't charge the card until the product shipped out. My laptop hasn't shipped out yet (it isn't supposed to until Friday) so if I cancelled now I might still be in the clear.

    For outlet orders I can see where it seems like they are hitting up the card right away but they are not. They are charging the card on the day it ships which in some cases I guess is the same day you ordered it.

    Oh and I believe the mention about when they charge your card is during the checkout process but I will check out Dell's website to see if it is mentioned anywhere else. This is reverse of any other company out there that typically take your money first then send you the product later.