On the 11/06/2020 I purchased Dell's new flagship product, the XPS 17. Great, looking forward to it.
Two weeks later I finally get an update about shipping, not because I got an email from dell or anything, but by going through the Syncreon's 1995 website. Delivery planned for 25/06/2020 it says, ok, at least I have some information now.
25th comes, and goes.
26th comes, and goes.
27th, today, I check to see what is going on and see this:
So here I am on a Saturday morning contacting the sender. Why is it returned to the sender? Why was no delivery attempt made (I work from home)? When will I see my £2.8K investment?
I'm sure the product will be great when it gets here, I would not have spent that much if I did not believe that. But this ecommerce process you have running, for what is a premium offering, is really terrible.
Customer experience is as important as product quality. Right now knowing that my new laptop has been floating around in some warehouse only a couple of miles from me for the past 2 days frustrating to say the least.
Please deliver my laptop.
You should check to see if they money has been taken from your account and processed. If it has not, they will refuse to deliver until they get their money.
Thanks for the advice.
Sadly Dell were quick to take my money, they even sent me a physical paper receipt in the mail. Shame they couldn't send the laptop with it.
Sorry for not being able to respond to you in time. We're facing an unusual spike in volumes today, and we're only seeing your message now.
We've escalated this case to our expert to see what best we can do to help.
Thanks for forwarding my case to an expert. I'm looking forward to getting this resolved and having my new laptop in my hands.
Yes, via the private messaging system. Hopefully they can get to the bottom of this sub-sub-sub contracted shipping system and have the laptop delivered soon.
I'll post updates as things develop.