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11240
June 6th, 2018 03:00
Order shipped without a tracking number?
I placed an order on Jun.2 and purchased a XPS 9570. Customer service agent said it will be delivered by Jun.12 so I made the purchase. I have a trip on Jun.12 and I was thinking I can get the device, but I just notice my flight is Jun.12 1:00 AM, so no one will be at home to sign for the laptop from Jun.11 night. Customer service agent said order cannot be cancelled, even laptop in this order has not been shipped yet.
Now I see ' Your complete order has been shipped. ' under my order for 2 days, but no tracking number is provided.
Contact with live chat customer service twice. One said this:
| Agent (A_##########): "Yes you will be getting the order on or before 10th of June" |
And this agent said laptop has been shipped from facility, customer service team will update the tracking number later.
However, the second agent told me:
Agent (R_########): "EDD: 06/08/2018 - 06/13/2018"
and he also said laptop has not been shipped yet.
My concern is
1. If the laptop returned back to Dell (Carrier won't hold it for 2 month), will Dell refund me?
2. If my girlfriend helps me sign the laptop, but she has no idea if laptop is defected... I cannot return/replace it, the only choice will be 'repair' since I will physically receive it after almost 70 days...?
Is my order already on a shipping department, but wait for pick up scan? Some 3PL logistic company use dock scan to trigger delivery confirm and send tracking number.
Personally I like Dell products, I have XPS 9530, 9360 and other Dell laptops. Hopefully customer service team can provide some help to get the tracking# for me.
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Jackie8z
8 Posts
0
June 7th, 2018 01:00
It is the 3rd day with that 'You complete order has been shipped' but still no tracking number update, which means no shipment has been made. No customer service agent can tell what happens, shipped or not.
And if no ship no invoice, why Dell does not allow me cancel this order????? It is not a customized order, just a regular laptop, add to cart and check out.
My friend told me he had similar experience with Dell.com... that about 4-5 years ago, he purchased the Inspiron 15 7000, and it took forever to delivery... He finally purchased a laptop before he travel and sell the late Inspiron to other people (with a lower price). This time, if Dell shipped laptop out, I will keep it but no Dell product anymore.
Jackie8z
8 Posts
0
June 9th, 2018 00:00
Finally my order's tracking number is updated, and I took 1 day off to wait for package. But! It is disappeared!!!
FedEx attempted to delivery on 11:20 AM, I did not hear so carrier left a door tag.
Then I called both Dell and FedEx, they said package will be delivered on Saturday, Jun.9.2018. The interesting thing is delivery address is in Rowland, but attempt is made in Arcadia (I physically get the door tag... so FedEx actually came)
At around 2 PM, I got an email said the package has been delivered in Rowland Heights. I rush to the door but nothing. No laptop!!! Someone named SSU signed for it. Who is this SSU??
Now Dell cannot refund me, since it is 'Delivered'. FedEx won't help, only gave us case number. I won't get anything on Monday to bring to the trip. No one could tell where the package went.
I cannot just go buy a new laptop and pick up in store, later Dell or FedEx send me the missing laptop or replacement, I will keep 2 new laptops.
This shopping experience really. I always bring my XPS 9530 and 9360 to work, and let our IT team purchase latitude series for our engineers. On Monday, when my colleagues ask me how is XPS 9370?? I will say Dell , FedEx ... my laptop has been ate by Dell and FedEx.
Jackie8z
8 Posts
0
June 9th, 2018 02:00
Dell
Jackie8z
8 Posts
0
June 10th, 2018 14:00
Just talked with Chase, they will help me on Monday if no solution from Dell. At lease I can get money back... but I do not want Chase eat the lost.
Monday morning I will file a police report and see what will happen.