Unsolved
This post is more than 5 years old
6 Posts
1
35858
I am second guessing my purchase based on the customer service
Ordered two Alienware X51 R2 units on the same order. Received one of these units today via FedEX. Packing slip shows shows there is two boxes that should be shipped. So I called FedEx to inquire about the other box, they stated that a label was created for the second box, but never shipped and they advised I contact Dell.
So I contact Dell with my order number, the customer service agent proceeded to tell me that the other box will be there today, I explained FedEx has already delivered and its not here. He stated "Check the Time" it has till 8pm EST to be there, I explained I spoke with FedEx and its not coming today. He put me on hold while he connected us to Fedex to ask again.
10 mins later we are on with Fedex, she stated that the packages were separated and for some reason they had different arrival dates, the one that was set to be here 9/29 showed up a day early. The one that was set to be here 9/28 is MIA, but she assured me its in transit. Even though the Fedex tracking shows that is hasnt been picked up.
Ok so it coming a different day, So I ask the Dell Customer Service Rep what all is being shipped in the second undelivered package. He stated he couldnt tell me that. I explained I have the packing list for the entire order, but it was confusing as to what was being shipped. He stated he couldnt help me with that and I would need to talk to some one in tech, so he transferred me.
I was concerned, because the package that was delivered appears to be one of the X51 R2 units i ordered, but the shipping and packing list state that the second undelivered box is much larger and weighs twice as much. Thats why I asked what was in that box, well 10 to 15 mins later I speak with a Tech that is clueless as to why I am being sent to him, and he explained I needed to talk to Alienware since it was a Alienware unit. So they Transferred me again.
10 - 15 mins later I am on with Alienware Tech support who is helpful and looks up the order to tell me that it will be delivered today, Ha... I go through the whole story again. He said that i need to speak with Dell Customer Service about that, I explained that was my first call.
He was nice enough to talk it out with me, I explain I was only concerned as to what I being shipped, He was able to confirm the products that I purchased and what form factor they were coming in. The first package I received seems correct, but the second one seems in correct, he stated it might be best to just wait till gets here and its possible the reason its delayed is due to the incorrect size and shipping weights on the package.
So an Hour and 10 mins later, I am still not certain I know any more now than I did when I called. I am just being told to wait and see and if its not correct send it back. Its just sad that a company like Dell doesn't have a better process or can not answer a simple question with out it taking an hour out of your day, I spent a couple thousand dollars, I will rethink my future purchases.
Alienware - Rodrigo
7 Technologist
7 Technologist
•
4.4K Posts
0
September 28th, 2015 16:00
Hi,
We could look into this, Im not sure If I will be able to provide more information but perhaps we can escalate the case and see what might have happened. For this, I would need you to send me a PM with the order numbers.
MikeBurrell
6 Posts
0
September 29th, 2015 05:00
PM is sent
MikeBurrell
6 Posts
0
September 29th, 2015 21:00
Another day and the package hasn't moved via Fedex, shows its still waiting for pick up.
Sent PM as instructed and no response as of yet.
MikeBurrell
6 Posts
0
September 30th, 2015 09:00
This is an automated email sent from Dell Chat. The following information is a log of your session. Please save the log for your records.
Your session ID for this incident is 71154820.
Time Details
09/30/2015 09:49:44AM System: "We apologize for the long wait time as we are currently experiencing heavy chat volume. We appreciate your patience. If you need to check the status of your order, please log on to www.dell.com/orderstatus."
09/30/2015 10:05:13AM Session Started with Agent (Aliza Nathoo)
09/30/2015 10:05:13AM Mike: "My second package seems to be stalled and not shipping according to FedEx tracking. It appears there was an error in the shipping process. Package 1 showed up Monday."
09/30/2015 10:05:27AM Agent (Aliza Nathoo): "Welcome to Dell Customer Service Chat! My name is Aliza."
09/30/2015 10:06:45AM Agent (Aliza Nathoo): "I do not intend to rush you, but are we still connected?"
09/30/2015 10:07:31AM Session Started with Agent (Gopalam Kumar)
09/30/2015 10:07:31AM Mike: "My second package seems to be stalled and not shipping according to FedEx tracking. It appears there was an error in the shipping process. Package 1 showed up Monday."
09/30/2015 10:07:46AM Agent (Gopalam Kumar): "Welcome to Dell US Customer Care Chat! My name is Ajay. How are you?"
09/30/2015 10:09:03AM Mike: "Hellp"
09/30/2015 10:09:05AM Agent (Gopalam Kumar): "Not to rush you, are we connected?"
09/30/2015 10:09:15AM Mike: "Yes"
09/30/2015 10:09:57AM Mike: "Sorry I was away while I was waiting"
09/30/2015 10:10:43AM Agent (Gopalam Kumar): "We apologize for the wait time."
09/30/2015 10:11:32AM Agent (Gopalam Kumar): "How may I assist you today?"
09/30/2015 10:11:49AM Mike: "My second package seems to be stalled and not shipping according to FedEx tracking. It appears there was an error in the shipping process. Package 1 showed up Monday."
09/30/2015 10:12:15AM Mike: "Just need to see what is being done to resolve this"
09/30/2015 10:13:11AM Agent (Gopalam Kumar): "Please allow me 1-2 minutes while I check for the information."
09/30/2015 10:16:20AM Agent (Gopalam Kumar): "I apologize as it is taking more time than expected to research on this issue. Kindly allow me 1-2 more minutes while I continue researching. Thank you for your cooperation."
09/30/2015 10:16:37AM Mike: "ok"
09/30/2015 10:23:57AM Agent (Gopalam Kumar): "Thank you for staying connected. I appreciate your patience."
09/30/2015 10:24:00AM Agent (Gopalam Kumar): "Your account is located under our Member Purchase Segment & you have reached Dell's Home and Home Office segment.For assistance, please contact Customer Care at 1-800-695-8133. They are working from 7 AM to 7 PM CST only on weekdays.
09/30/2015 10:24:02AM Agent (Gopalam Kumar): "I apologize that I have not been able to provide necessary assistance due to the fact that I have limited resources and can only provide information related to my domain."
09/30/2015 10:24:11AM Agent (Gopalam Kumar): "As this order is placed under a different department, we don't have the authorization to check for details of this order."
09/30/2015 10:24:16AM Agent (Gopalam Kumar): "Is there anything any other order, apart from this, I may assist you with?"
09/30/2015 10:25:04AM Mike: "What else is there to help with, other than the fact I havent got the product."
09/30/2015 10:26:41AM Mike: "I think you guys have no clue as to what is going on with this shipment so your just giving me the run around. I called Monday and was on the phone for over an hour while you attempted to find a solution only to be told that I should just wait for it show"
up, well it hasnt showed up.
09/30/2015 10:27:23AM Mike: "I expect more from a company like Dell."
09/30/2015 10:27:42AM Agent (Gopalam Kumar): "We apologize for the inconvenience caused to you."
09/30/2015 10:27:48AM Agent (Gopalam Kumar): "As this order is placed under a different department, we don't have the authorization to check for details of this order."
09/30/2015 10:27:54AM Agent (Gopalam Kumar): "I can understand how you would feel at this point, since I am referring you to another department, but believe me, it is only to ensure that the query is handled by the correct department and the issue is resolved at the earliest."
09/30/2015 10:28:27AM Mike: "It hasn't been handled properly from the beginning."
09/30/2015 10:28:36AM Mike: "or I would have my shippment."
09/30/2015 10:30:35AM Mike: "At this point I will be sure to share my experience I have had with every social media format i can find."
09/30/2015 10:32:36AM Agent (Gopalam Kumar): "Mike, please allow me a quick minute while my manager enters this chat for you.."
09/30/2015 10:40:55AM Agent (SUP_Manish Kumar): "Hi Mike, My name is Manish"
09/30/2015 10:41:04AM Mike: "Hello"
09/30/2015 10:41:09AM Agent (SUP_Manish Kumar): "I am manager with customer care"
09/30/2015 10:41:19AM Agent (SUP_Manish Kumar): "How are you doing today."
09/30/2015 10:41:26AM Mike: "Been better"
09/30/2015 10:42:30AM Agent (SUP_Manish Kumar): "Please verify your last name"
09/30/2015 10:42:38AM Mike: "Burrell"
09/30/2015 10:43:06AM Agent (SUP_Manish Kumar): "Thank you"
09/30/2015 10:43:29AM Agent (SUP_Manish Kumar): "I see that the order has been placed under member purchase program."
09/30/2015 10:43:39AM Mike: "Yes"
09/30/2015 10:43:49AM Agent (SUP_Manish Kumar): "You need to contact 18006958133 to resolve."
09/30/2015 10:44:41AM Mike: "Yep, Spent and hour with them on Monday and spoke to three different departments"
09/30/2015 10:44:56AM Mike: "and was told to wait and see if it shows up"
09/30/2015 10:45:12AM Mike: "I guess I will call again"
09/30/2015 10:45:32AM Mike: "as that seems to be Dell's answer"
09/30/2015 10:46:21AM Agent (SUP_Manish Kumar): "I apologize for the inconvenience caused to you."
09/30/2015 10:47:00AM Agent (SUP_Manish Kumar): "But we are unable to assist as we do not have access to your account"
09/30/2015 10:48:28AM Mike: "Odd how when a customer has an issue it always seems to be someone else's issue to deal with."
09/30/2015 10:48:55AM Mike: "Again I will share my experiences with Dell and the lack of customer service."
09/30/2015 10:49:50AM Mike: "I can see that my order is screwed up and I am not part of any dept."
bish73
8 Posts
1
September 30th, 2015 23:00
I'm afraid it does not get much better after you receive your computer. I was told many things when I placed the order for my Area-51 that turned out to be false, such as the handling of my account, and that I was supposed to get software with my computer that still hasn't materialized. It's taking weeks to get any resolution. Not to mention when they shipped mine it was supposed to come 2nd day and it came ground and took five days to arrive after waiting over a month for the computer to be built when at the time of order it said 16 days build time.
I wish you the best of luck and I'm with you, while the computer I got has been really nice so far, I doubt I will ever buy from Dell again. The people I've talked too have been very friendly but so far getting any type of consistent resolution from customer service is a joke. I'm dreading when I will need any type of technical support because so far my experience has been pretty bad. For the amount of money spent there is no excuse for shuffling people around, or taking weeks and weeks for resolutions that don't happen.
MikeBurrell
6 Posts
0
October 1st, 2015 05:00
So here is the latest update.
They still do not have answer as to why I do not have my shipment. The best they can tell its stuck in customs, but that is not certain. I have been told to wait 24 hours and if it doesn't show up magically, they will then ship another unit to me.
Its funny how one of the boxes showed up, but the second box is stuck in customs.
Here is why I think this happened.
Box 1 - Shipped via FedEx - Measured 20''x8''x19'' and weighed 10 pounds - This arrived and seems to match the shipping info.
Box 2 - Shipped via FedEx - Measured 10''x10''x10'' and weighed 19 pounds - This is the one that is stuck in customs.
Both of these shipments are the same product. No one at Dell can or has even attempted to tell my why the second package is different. I ordered two towers, so there is no way they put that in a 10'' square box. So when the info keyed by Dell's shipping department didn't match what was meant to go through customs it got flagged. But that just my assumption, no one at Dell seems to be concerned with that.
People make mistakes, that is understandable. Its how we handle the mistakes that makes the difference. So far I am high disappointed in how this has been handled. The customer service rep PMed me back and stated he would need to Email someone and it would take 1 - 2 days before he would be able to answer me back.
I have spent more than three hours on the phone with Dell and FedEx over this purchase, that is the honest truth. I still do not have an answer.
Just understand what your going to experience when you have an issue.
-Mike