Customer Care Doesn't Care Much

In the twelve I have been consulting with small businesses I have always recommend Dell as a source for desktops and laptops.  In that time I would say I have been involved with the purchase of more than 1,000 systems.  Generally without problems.

Yesterday that record came to an abrupt end.  On 21 Feb I ordered a Latitude for my wife.  The quote process went well, after getting the system and software configured, it was time to place the order.  I ordered online, using my Business Account with Dell to pay, all was looking good.  The next day I received a confirmation that my order was being processed.  Estimated arrival date was 7 March. 

Having worked with Dell before I was not concerned: until yesterday.  I had not received a ship notice, so I went to the Web and was shocked to see my order was still processing.  Time to make a call.

First stop Order Support.  They found my order and told me that there was a problem with Dell Financial Services, let me transfer you.  After being on hold for a little over 30 minutes the call ended.  Call back, only to be put on hold buy the computer voice.  Twenty minutes later I get to talk with someone.  Yes your order is on hold.  Why, please hold.  Okay, I can go ahead and  process the order.  After giving my name, address, business name, shipping address, billing address, and account PIN; “May I put you on hold to complete this.”  Sure why not I have already spent 60 minutes to get to this point.  When the rep comes back I still want to know why the order was held up, she cannot give be an answer.  I told her to have someone contact me with that info.

About a hour later (which is the time I asked to be called back) I am informed that they were waiting for a verification from me.  What verification.  On the confirmation order you were sent.  No there is no request to verify anything.  May I put you on hold?  Sure I’m getting to enjoy the hold music.  What is the phone associated with the account.  I give him the number.  I also have my account profile open so I see the only phone number in the account is the one I gave him and the only email is the one the confirmation was sent to.  Back to hold.  More questions from the rep.  Look I just want to know why the order was held up.  Is there someone there who can tell?  Do you want to speak to a supervisor?  Sure put me on the guy sitting next to you.  More of the same.  Then I learn he needs to send the question to the super secret office that does not take phone calls.  Okay call me back with a answer.

Still no call back and my order is still in Processing.

What has happened to Dell.  Oh, yes got too big and out source services.