redyarrow
1 Copper

The high end computer I have wanted to buy since December and can't get from Dell, HELP!

Can anyone help me reach a support rep who speaks English well and doesn't hang up on me when I try to patiently explain my problem. As an Apple user myself I have wanted to buy a Dell computer as a present for a friend and can't believe that customer support is so bad that I have been unable to buy it. There were two problems and I haven't been able to speak to anyone whose English is good enough and so they hang up.  I"ve been hung up on twice --   when I was speaking in a pleasant tone of voice. 

Problem 1:  Before Christmas I ordered a Dell computer for my friend.  The computer was ordered through the business dept which was probably a mistake but he has a business and desperately needs a new computer.  I was paying for this high end computer, but because I live in an apartment building I put the "send" address to my friend.  To my horror, the bill was sent to him but I saw it first on his computer and deleted it so he didn't know how much I paid.  The computer was supposed to be a surprise.  

Problem 2:  I ordered the computer a few days after the Target credit card scandal, so my MasterCard wasn't approving any large charges without the customer calling.  So Dell sent back an announcement that my credit card wasn't approved.  I called MasterCard and they said to have Dell call back and they would approve. 

I immediately got on the phone with the Dell support person who seemed to be unable to understand and hung up on me out of the blue.  So I called back and got someone else who was nice but who clearly also had trouble understanding the situation. However, eventually, he assured me that everything was alright and my friend would get the computer. 

My friend's computer is wearing out fast and so I checked on line to see the status of my order, but the website kept saying that there was no order. So I called again. The service rep eventually said that I had called the wrong department - that instead of "home" I was "business", so he couldn't help me but would transfer me.  Twenty minutes later the business person picked up the line, but was clearly having difficulty understanding the situation. Again, my tone was very pleasant.  He said he was going to investigate and I waited for about fifteen minutes when once again I was hung up on.  

After all this I wouldn't get a Dell, but it's the computer my friend wanted.   Can anyone help me? I'm afraid to order again, in case I get charged or that the same mixup on addresses will happen.  "Billed to"  Is different from "sent to" and when my data was entered, the person didn't make that distinction. 

Please help. 

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10 Replies
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tigerwolf7
5 Iridium

RE: The high end computer I have wanted to buy since December and can't get from Dell, HELP!

What model did you order?  If you need it fast you might consider buying from like Costco or Bestbuy.  Both carry Dell's XPS 8700 in some nice configurations, and you can get it faster.

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redyarrow
1 Copper

RE: The high end computer I have wanted to buy since December and can't get from Dell, HELP!

I ordered a mobile precision with high end memory, graphics....the works. The cost before discount was $4,353.84.     I can't help but wonder how many customer sales they lose when there is no way to contact someone to clear up this kind of confusion.......

1. basically billing addresses and delivery addresses are different

2. and after Target credit cards, banks like Citibank won't just approve big purchases so a re-call to them is necessary so the customer can confirm that he/she is indeed buying the order.

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redyarrow
1 Copper

RE: The high end computer I have wanted to buy since December and can't get from Dell, HELP!

But now I'm afraid to order again because the same thing could easily happen and there is no way to reach anyone outside of this forum of Dell users to explain so that shipping could be expedited.

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zbestwun2001
5 Iridium

RE: The high end computer I have wanted to buy since December and can't get from Dell, HELP!

redyarrow

What can I do to help you?  If you have any questions or concerns I have immediate access to Dell Texas and employees there that will address your concerns.  I will post their response, if they don't post it here.

Z

 

Dell Forum Member Since 2004 but not an employee of Dell

If this answers your question, click
  Yes  

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redyarrow
1 Copper

RE: The high end computer I have wanted to buy since December and can't get from Dell, HELP!

This would be the best thing I could imagine...specially since freezing pipes in our apartment building burst last night.

I would love to purchase the same computer I ordered and have it come when it was supposed to - the first week in February.  The order number was:

Order Details

Your Dell Purchase ID is: <Admin Note: removed per privacy policy~RK>

and My name is Mary Damer although the computer was supposed to go to Glenn Howell and so I have no idea whose name was eventually put on the order.  My credit card is in great standing and all they had to do was call MasterCard back to get it approved.   I need to talk to someone from Dell whose first language is English and who could expedite this shipment and not mix up who is billed and who the computer is delivered to.

Since this is a public forum I can't give you my information (billing) and Glenn's (where it's to be shipped) but if you emailed <Admin Note: removed per privacy policy~RK> I could give our names and addresses.

With all the improved graphics and memory and lightroom and office and a few other things the bill for the computer was:  

Mobile Precision M3800

Qty : 1 $4,353.84

Estimated Delivery Date 2/4/2014

Sub-total  $4,353.84

Total Discounts -$1,306.15

Sub-total $3,047.69

Shipping & Handling $25.00

Shipping & Handling Discount -$25.00

Tax* $243.81

*Exemptions reflected in final checkout page only

Total Price1 $3,291.50

In the event that you are subject to a tax holiday, you will not be charged tax.

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zbestwun2001
5 Iridium

RE: The high end computer I have wanted to buy since December and can't get from Dell, HELP!

redyarrow

I don't have to pull to have people from Dell  which is located in Texas call you.

I would call the credit card company  a head of time and tell them that you are going to reorder this computer and not to flag the charge when they see it.

Then just reorder it... I don't think anyone at Dell will say different.   They do read what I write, so if I'm wrong they will chime in.

Z

 

Dell Forum Member Since 2004 but not an employee of Dell

If this answers your question, click
  Yes  

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zbestwun2001
5 Iridium

RE: The high end computer I have wanted to buy since December and can't get from Dell, HELP!

I just checked out that computer... very nice features.

Currently I'm using an Alienware m18x, but it changes from time to time.

That's nice what you picked out.  The video card must be excellent because that resolution is higher than what I have on this top of the line laptop gaming system.

If you have a specific question for some one at Dell I'll ask for you.

Z

 

Dell Forum Member Since 2004 but not an employee of Dell

If this answers your question, click
  Yes  

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redyarrow
1 Copper

RE: The high end computer I have wanted to buy since December and can't get from Dell, HELP!

IT's just such a shame he'll have to wait another whole month.  This is

someone who has done some saintly things in his life and it's sad that

because the service people do not speak English well or call Master Card a

second time when asked to that he'll have to wait so long.

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redyarrow
1 Copper

RE: The high end computer I have wanted to buy since December and can't get from Dell, HELP!

I called my credit card company and got them to pre-approve and re-ordered.  Because of the service people's errors I am now paying $300 more for the same computer.  This has left me with such a bad taste in my mouth for Dell.  

At Apple I get personal immediate service from people who speak English.  This kind of mistake would never happen.  But because they couldn't understand me and didn't bother to call Mastercard again my friend will not get his computer until March and I am paying quite a bit more for the same computer.

I don't think Dell realizes how important service is to overall sales.  I am sure that they lost a lot of sales like mine when the India service people didn't bother to call Mastercard again after the Target scandal......or hung up on them as they did with me.  Had my friend's Dell impressed me, who knows........I could have left Apple and gone back to the Dell I deserted ten years ago.  But this ordering process was so horrific I can only imagine what their service must be like.  The personal attention I get at Apple if I call is far more dear to me today than it was before this terrible fiasco  

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