I was given a tracking number that doesn’t work

Question

I want to start this off by saying that my order with dell has been nothing but unpleasant and frustrating. This is quite literally the worst customer service I have ever received. My order took 3 weeks to enter production, when I called the customer service line to ask why they simply told me that they 'dropped the ball' and were not able to give me any good reason as to why that was. I was promised a delivery date of September 2nd, and still have not received my order. I was then told September 15th, and I have still not received my order. I was given a tracking number that doesn’t work, and looks nothing like a normal tracking number. It starts with FG3USPS which looks nothing like a normal USPS tracking number. When asked why I can’t be given a normal tracking number Dell CS reps cited 'security reasons'. However when I spoke with the post office on base they said there are no security concerns and there is absolutely no reason I can’t be given a working tracking number. Dell told me that if I wait the FG3USPS tracking number will eventually work, this is a lie, just a quick search online will show that any FG3USPS tracking number will not work, will never update and will never give any information. Also, as a member of the military who works with OPSEC, COMSEC and other security activities I know that the 'security reasons' cited by dell is. It’s a straight up lie, again, there’s no secrecy needed, or security considerations to order a laptop. If there was such a concern I wouldn’t be able to give out the address to order a laptop in the first place. I have placed orders with other businesses who were able to give me working tracking numbers using the same address I gave dell. I’m tired of the lies and the extremely poor customer service, I demand a working tracking number. If Dell is unable to give me a working tracking number then I demand a refund.

DELL-Cares · Answer

Hi, I'm sorry to know about the delay and your overall experience with the order. Could you provide the order # and the registered owner's name via direct message? I'll have it checked. -Susanna

drosasb · Answer

Dell said they were going to have the escalation team contact me. That must have been a lie too because they still haven’t reached out and this issue is still unresolved. This is absolutely bad customer service.

DELL-Cares · Answer

We have raised this with the team again as they have not contacted you yet. We do apologize for the delay.

Petey Wheatstraw · Answer

Dell customer service has told me the same thing. This is so disappointing. This is the third system that I bought, in the last year, from Dell directly and every time the shipping portion of this shopping experience has been nail-biting. You just don't know where your purchase, that costs upwards of $1000.00, is because Dell refuses to provide a legitimate USPS tracking number at the time of shipping. This is ridiculous! The weak explanation that you receive from customer service is hilarious! It's literally debunked almost daily from the likes of Amazon, Newegg and even Ebay. I could have purchased this last system from Amazon but, like every other time, I wanted to purchase an extended warranty. I don't believe it is worth the shipping headaches that Dell creates. I believe the next purchase will be from Amazon.

Petey Wheatstraw · Answer

What Dell doesn't know is that the real issue is the military mail personnel. They know, from all their dealings with Dell, that Dell does not provide a legitimate USPS tracking number. So it's a free for all for them. The MPS didn't even inform Dell that I received the last two systems! The status of both systems, on the Dell website, is showing that they are not delivered. This is the point that I am trying to make to Dell. MPS does not equal USPS! Does Dell care about that? Nope! They will let you wait 6-8 weeks before they refund your money and/or replace your order. Meanwhile, I am receiving USPS tracked package after package from Amazon.

Billy Perron · Answer

Having this exact same problem getting the run around 17 days after product has shipped, tracking number that doesnt work told to wait a few more days for tracking to start working. . . Makes no sense I get packages from amazon, ebay, etc no problem at all with tracking numbers.

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I was given a tracking number that doesn’t work

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