Dell shipping method for Home customers

Question

I am so very disappointed. My Dell G5 laptop was shipped by FedEx . It was shipped in a manner where I must sign and it must be delivered to this address. Like most people I work and I spent almost an hour today on the phone with FedEx trying to get some kind of a confirmation of an approximate time when it would be delivered. FedEx was unable to provide any time frame. Even if they did most likely I would have to take time off to be home which I may or may not be able to do. FedEx said the only way they could make a change to the delivery as in allowing me to leave a signature on the door or pick it up at a FedEx center would be if someone from Dell called allowing them to change the delivery method.

I called Dell 800-624-9897 at 3:04pm eastern and spoke to agent who just kept repeating that Dell could not change the shipping but I could call FedEx and schedule a delivery time. I told him over and over again I had called FedEx and they would not schedule anything. He just kept saying to call FedEx. I asked for a supervisor and he said one would call me back. That was over 3.5 hours ago.

I started a chat with agent at 6:20pm EST. She just basically said she was she was sorry and a supervisor would call me tonight but could not give me any timeframe when. I told her, since it was evening here I could stay by the phone tonight and wait for a call. She at least provided me the Dell.com email address because I was unable to find any email addresses on Dell.com

At this point I have spent hours trying to get this resolved. This experience has been so disappointing. I don't know how Dell can support your home customers by shipping where Dell is making the shipper, arrive at a non specific time, customer must be present to have a signature, and not being able to pickup at the FedEx facility with ID. How is this supposed to work for people with a job?

So very disappointed and frustrated. Awaiting Supervisor call back supposedly tonight.

JcBarn · Accepted Answer

So going to leave as much information here as I can to hopefully help someone not have to go through everything i did.

I received a call from a fedex facility in my area this morning that I could come pickup my laptop. It was very interesting in that this fedex facility was not one of normal customer facing facilities we have in the area. It was not even listed as a location on Fedex's website either. It was a warehouse. I never even went into the building when i picked up the laptop. I called the number and a women who said she was the operations manager brought the laptop to me in the parking lot.

I asked her questions to try to understand why i was finally allowed to pick it up at the fedex facility. She said said there was nothing about the way it was shipped that would have kept me from picking it up at the facility in the first place. She said even though the last attempt at delivery was 4 days ago, they typically call to have the customer pick up their package at the facilty and they were just behind is why it took them 4 days to call.

The thing that really upsets me is i spoke to 3 agents at 1800 Fedex , 4 Dell customer reps, and 2 Dell supervisors and they all told me I could not pickup the laptop at the Fedex facility that it had to be delivered to and signed for at my home address.

In the future for me I have this fedex operations managers phone number and she said to call her direct if this happens again.

For someone else going thru this , The 3 1800 fedex agents i talked to all told me Dell must change the shipping instructions to allow the pickup at the fedex facility. So i concentrated my efforts on working and escalating with Dell. For anyone else doing this I would make sure to get Fedex managers involved as well.

This has been a brutal, aggravating experience and I am very disappointed that no one at Dell or Fedex would even tell me pickup at the Fedex facility was a possibility when in fact according to the Fedex warehouse operations manager it always was.

I hope this information helps someone else goung thru this.

I look forward to Great Memories and Good Family Times with my new Dell G5 laptop

Merry Christmas everyone

JcBarn · Answer

Just found out the email address Dell.com I was provided by chat only works for open cases.  There is hardly anyway to contact anyone. So Very Disappointing

JcBarn · Answer

Update ,  After hours of talking to several Dell employees and Fedex.  The supervisors never called me back.  I chatted with a Sales advisor and her supervisor took ownership of my issue.   I do  not believe this is part of a Sales Supervisors job but he opened a logistics ticket and someone from Dell called Fedex and  I have specific delivery window next week.   I am very grateful for his help.   I hope Dell re evaluates their shipping type in the future to allow for pickup at a fedex facility with id or leaving a signature on your home door.    Thank you again to the Sales Supervisor

DELL-Cares · Answer

I'm glad to know that the sales supervisor was able to help you. Please private message the order details to keep track of the order status for you.   Thanks, Sahana

JcBarn · Answer

Thank you Sahana,

I believe i sent a private message to you with my delivery window time next week and order number. I was very glad your message above stated how to send a private message. It is the first time i have ever sent a private message so hopefully i did it correct. I await your response.

Thank you again

JcBarn · Answer

Thank you for your private message response.  I await the delivery window next week.

JcBarn · Answer

My Delivery window starts in 30 minutes and last 2 hours.   I am here at home waiting.  I am nervous because the Fedex tracking number does not say out for delivery.  Posted here, calling, chatting and sending a couple emails hoping to get confirmation my Christmas Present is out for delivery during our agreed upon window.   Very Much Appreciate any ones help.

JcBarn · Answer

Just called Fedex they say it is not out for delivery.  Chatted with support a manager is supposed to call me.  Very disappointing

JcBarn · Answer

Took time off from work to wait for Fedex at the time the Dell supervisor told me they had contacted fedex and were told fedex would deliver to my home. Fedex did not attempt. I received a private message from a dell representative stating i should call Fedex. It is unbelievable, Dell has to know that fedex will not schedule deliveries and dell ships in a way that the package must be delivered to the home address with a signature with no way of knowing when during the day the fedex delivery will show up. I have taken hours off from work trying to catch the driver spent hours on the phone with dell representatives supervisors and fedex.

Another dell favorite is to say that it must be delivered to address and signed for because if they allowed to pickup at the fedex facility it could allow fraud. Everything i have ever picked up from a fedex facility they required a State issued id with name and adress must match that of the package. So how could verification of name and adress on state issued id by a fedex person at a fedex facility allow for fraud.

I am beyond frustrated

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Dell shipping method for Home customers

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