Severely unsatisfied! How do I get through to Dell?
This is one of my first posts here but I needed to vent and also help spread the word as it may be the only way to get somewhere. I have been having continued issues with Dell customer service since before the holidays. I've been ordering from Dell for years and while their service has been spotty at best I've never had it this bad.
Problem 1
During the days of deals I ordered an XPS laptop for someone in our office and with no notice Dell decided to cancel the order. I had to log back in a couple days later to check on the delivery status in order to find out. Even though they have my contact details and e-mail they failed to notify me. Then I spent a week chasing them down to finally get a number for a single individual who could release my order. The instructions were I had to contact him in order to get my laptop released. After 3-4 days of unsuccessfully trying this individual (who's voice mail box became full nonetheless), I was forced to order another laptop. Miraculously as Dell now had the money for both order's reserved on my credit card I got an e-mail notification (no call-back) that my original order had been approved. I immediately responded showing screen-shots that there were now 2 orders and I did not require 2 laptops so please cancel a single order. I was assured that this had been taken care of and I would not receive 2 computers. Without fail Dell sent me 2 laptops and charged my card twice a few days later. I immediately called customer service who issued me a return label with the note that they will receive the laptop, verify it's contents and issue a credit to my card in 30 days. So Dell is sitting on my money after their mistake with a closed laptop Purolator picked up mere hours after they dropped it off.
After all this happened, I was told I could get a $100 coupon for my troubles that would be on my account which I just received yesterday. Nice coupon, it expires in just over a month.
Problem 2
I guess the saying goes "Fool me once shame on you, fool me twice shame on me?" but I proceeded to order a R415 server (retail just over 5k) from Dell and the order couldn't associate with my account as the cart kept failing however I was able to place it anyways. I received a proper order confirmation as well as had my credit card debited. This was almost a week ago. I tried a couple of times to associate the order with my account using their service on-line and it did not work. To my lovely surprise I logged back in yesterday with the link from the order to see it being cancelled. Again, no notification from anyone at Dell. No phone call, no e-mail, nothing.
I've started another e-mail copying everyone I dealt with on the first issue as they kept bouncing me around their CSR's however my question to the RFD community is how do I get their attention and how do I get properly serviced. I'm not looking for freebies and I commend good service when I get it. I don't expect it from Dell but I do expect to get what I pay for and so far I have paid for 2 laptops and a Server and only have 1 laptop. Any advice would be greatly appreciated.
Problem 1
During the days of deals I ordered an XPS laptop for someone in our office and with no notice Dell decided to cancel the order. I had to log back in a couple days later to check on the delivery status in order to find out. Even though they have my contact details and e-mail they failed to notify me. Then I spent a week chasing them down to finally get a number for a single individual who could release my order. The instructions were I had to contact him in order to get my laptop released. After 3-4 days of unsuccessfully trying this individual (who's voice mail box became full nonetheless), I was forced to order another laptop. Miraculously as Dell now had the money for both order's reserved on my credit card I got an e-mail notification (no call-back) that my original order had been approved. I immediately responded showing screen-shots that there were now 2 orders and I did not require 2 laptops so please cancel a single order. I was assured that this had been taken care of and I would not receive 2 computers. Without fail Dell sent me 2 laptops and charged my card twice a few days later. I immediately called customer service who issued me a return label with the note that they will receive the laptop, verify it's contents and issue a credit to my card in 30 days. So Dell is sitting on my money after their mistake with a closed laptop Purolator picked up mere hours after they dropped it off.
After all this happened, I was told I could get a $100 coupon for my troubles that would be on my account which I just received yesterday. Nice coupon, it expires in just over a month.
Problem 2
I guess the saying goes "Fool me once shame on you, fool me twice shame on me?" but I proceeded to order a R415 server (retail just over 5k) from Dell and the order couldn't associate with my account as the cart kept failing however I was able to place it anyways. I received a proper order confirmation as well as had my credit card debited. This was almost a week ago. I tried a couple of times to associate the order with my account using their service on-line and it did not work. To my lovely surprise I logged back in yesterday with the link from the order to see it being cancelled. Again, no notification from anyone at Dell. No phone call, no e-mail, nothing.
I've started another e-mail copying everyone I dealt with on the first issue as they kept bouncing me around their CSR's however my question to the RFD community is how do I get their attention and how do I get properly serviced. I'm not looking for freebies and I commend good service when I get it. I don't expect it from Dell but I do expect to get what I pay for and so far I have paid for 2 laptops and a Server and only have 1 laptop. Any advice would be greatly appreciated.