RicardoBelled
1 Copper

Someone please explain this...

So..... my beloved XPS 13 (933) has a battery that lasts about 3 1/2 hours, and I'm about to go on a business trip to Boston, so not long enough to last through the flight there or back. Last week Dell is running a sale for the Power Companion 18,000: $99 with next business day shipping! I place the order on June 1st, plenty of time to get it before I leave on June 9th, right?

Wrong! First the delivery date is delayed to 6/6. Then ON 6/6, I check the order status: it says delayed again, shipped on 6/6! Still in time right? Wrong, it says shipped FedEx GROUND! So I start a chat with support. The person on the other side tells me: don't worry, our system is glitching, your order says Next Day shipping, you'll most likely get it on 6/7.

Wrong! I check on 6/7, it becomes clear this was indeed sent out Ground with estimated delivery on 6/10, or AFTER I have left. Here we go, another chat. After clearly asking the rep to READ the previous transcripts, the statement is: it will be delivered on 6/10... DUH, I already knew that, the problem is I will be gone. Mind you, there's STILL TIME to sent another one in the way that was originally promised and paid for! It would have been here today! "Sorry sir, we can't do anything for you..."

In addition, I got TWO emails too, stating

"You might not hear from us for a few days, however, rest assured that we will be keeping this case under review till your issue is resolved. A case specialist will get back to you once we have any updates to share with you."


What is going on here? There were multiple opportunities to make this right, and still I'm left without what I paid for! This is TERRIBLE.

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4 Replies
Moderator
Moderator

RE: Someone please explain this...

Hi RicardoBelled, 

Thanks for posting your comments on the Dell Community Forum and bringing your delayed order concerns to our attention. I am happy to check the status of this order for you. 

Please reply to my email and provide the requested information so I may access  your account records. 

Thanks,
Lorna


Social Media Support
#IWork4Dell

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RicardoBelled
1 Copper

Thanks for nothing I guess....

Because I can't even reply to my original thread (really????) just for others' info, here's how this played out (original post below):

I get this email from support:

"Hi Ricardo,

I sincerely regret we were unable to fulfill your order as placed. Shipping and Delivery Dates are estimates only and are not guaranteed. Usually, a system or product will ship on or before its estimated shipping date. I wasn’t able to determine the reason for the order delay, however I was able to verify you were not charged for expedited shipping."

My answer:

"Sorry Lorna that's a ridiculous answer. I was clearly sold an item with next day shipping, it even says so in the order. I can understand delays, but when it did finally ship you sent it Ground from TN.

 
To now say I "wasn't charged for expedited shipping" is beyond insulting. Add in the fact that you customer service rep told me on Monday that the fact it said "ground shipping" was just a glitch was just another slap in the face...
 
Wow!"
This is just a crazy, crazy fail for one of the biggest tech companies in the world.

Original Post: "So..... my beloved XPS 13 (933) has a battery that lasts about 3 1/2 hours, and I'm about to go on a business trip to Boston, so not long enough to last through the flight there or back. Last week Dell is running a sale for the Power Companion 18,000: $99 with next business day shipping! I place the order on June 1st, plenty of time to get it before I leave on June 9th, right?

Wrong! First the delivery date is delayed to 6/6. Then ON 6/6, I check the order status: it says delayed again, shipped on 6/6! Still in time right? Wrong, it says shipped FedEx GROUND! So I start a chat with support. The person on the other side tells me: don't worry, our system is glitching, your order says Next Day shipping, you'll most likely get it on 6/7.

Wrong! I check on 6/7, it becomes clear this was indeed sent out Ground with estimated delivery on 6/10, or AFTER I have left. Here we go, another chat. After clearly asking the rep to READ the previous transcripts, the statement is: it will be delivered on 6/10... DUH, I already knew that, the problem is I will be gone. Mind you, there's STILL TIME to sent another one in the way that was originally promised and paid for! It would have been here today! "Sorry sir, we can't do anything for you!"

 

 

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RicardoBelled
1 Copper

You got more 'splaining to do!

Again, since I can't seem to add any information to my previous post, another update on its own. Back home now, and after it has become obvious Dell did not and does not care about  not delivering as paid for, I thought the matter was over. To my surprise I found an email from "DELL-Robert_P" in my inbox. Wow, maybe they DO care........ Alas, here's what it said:

"Thanks for posting about your experience.

Apologies for your difficulties in getting a new adapter for your laptop.  Since you don't mention the model computer you have, I am unable to locate a suitable replacement. 

In case you have already sent the broken one back, and do not wish to purchase directly from Dell, then there are several alternatives.  Discount Electronics and Parts-people.com.

Thanks and if you need further assistance, please contact me privately.

Regards,
Robert"


New adapter for my laptop? What are they smoking there at Dell? I replied, suggesting Robert read up before getting involved, but my reply got bounced back. Now, as I went back to cut and paste his text, I realize it is addressed to "yoblinky". Why I might have gotten this I don't know, but it's just getting too *** funny.....

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RicardoBelled
1 Copper

RE: You got more 'splaining to do!

I guess I "subscribed" to a thread in browsing around without knowing....