Complaints - where to send a written compliant?

 

 

### 4rd attempt to email Dell ###
 The recipient's mailbox is full and can't accept messages now. Please try resending this message later, or contact the recipient directly.

Hello,
My name is Drew Barber and I would like to register my dissatisfaction about my purchase of a laptop.
Attached are the details of that purchase and the chat log for that purchase.
The purchase of this laptop has been very disappointing for me. I am not a rich person, so I thoroughly research prices for the best deal. 
I choose Dell for my purchase. I was very impressed with the price for the product I was buying. Many things were considered to make the purchase: price, specs, delivery time.
On the Dell website, the information provided was that the laptop was in stock and available for immediate delivery. And that if I ordered through the chat feature, I could take advantage of this. It appears this is false advertising. As of the 12 January, the website was still advertising this.
Now I realise that I didn't qualify for next day delivery but was told by the sales person that the ETA would be Tuesday the 5th January. My order confirmation received via email confirmed this. However, when Dell finally sent my order, it was next day delivery.
On Thursday, I phoned customer care to query where the order was and was told it was now being shipped on the 5th. As of 14:00 WST  on the 7th, your record show that it has not yet been shipped.
Customer care explained the delay was because a delivery date was not booked in? Even though I had verbally confirmed with the sales person with a purchase order confirmation that delivery would be on the 5th. I quote the chat log "The delivery is by 5th of January that's the maximum time frame"
I queried the website statement about in stock and available for immediate delivery and was told this was immediate delivery. That is not what I was told when I placed my order. I asked for the email address for customer complaints and was told there wasn't one - phone only. After a search on the internet I found the email address as well as that of the CEO of Dell.

As far as my first contact with Dell goes, I give it one star. And this is going down everyday I try to contact Dell.
I don't know how you can fix this or compensate for disappointment, but I would like you to try.
Thank you,

Well it seems Dell still want to approach this using private messages. Here is the latest PM

DELL: Hi, I 'm very sorry to hear of what has happened. This is not the experience we want our customers to have.

Could you provide the order #, registered owner's name via direct message? I'll have it checked and we do not have a direct email address to provide. I'm sorry.

-Susanna

 

ME: I am surprised that Dell don't have an email address. After some searching I found ANZ_CC_Cust_Serv@Dell.com

But my email has bounced back to me because the Dell email address inbox is full.

Can you please follow this up. If I can't lodge my complaint in writing this way, then I have found another way to lodge my complaint: https://www.accc.gov.au/contact-us/contact-the-accc/report-a-consumer-issue

I believe this matter to be serious. By the way, the ACCC also say to put your complaint in writing.

I have wasted enough of my time with this.

 

And here is the email I have been trying to send

 

 

CUSTOMER COMPLAINT RE: DELL PURCHASE 

### 4rd attempt to email Dell ###
The recipient's mailbox is full and can't accept messages now. Please try resending this message later, or contact the recipient directly.

Hello,
My name is Drew Barber and I would like to register my dissatisfaction about my purchase of a laptop.
Attached are the details of that purchase and the chat log for that purchase.
The purchase of this laptop has been very disappointing for me. I am not a rich person, so I thoroughly research prices for the best deal.
I choose Dell for my purchase. I was very impressed with the price for the product I was buying. Many things were considered to make the purchase: price, specs, delivery time.
On the Dell website, the information provided was that the laptop was in stock and available for immediate delivery. And that if I ordered through the chat feature, I could take advantage of this. It appears this is false advertising. As of the 12 January, the website was still advertising this.
Now I realise that I didn't qualify for next day delivery but was told by the sales person that the ETA would be Tuesday the 5th January. My order confirmation received via email confirmed this. However, when Dell finally sent my order, it was next day delivery.
On Thursday, I phoned customer care to query where the order was and was told it was now being shipped on the 5th. As of 14:00 WST on the 7th, your record show that it has not yet been shipped.
Customer care explained the delay was because a delivery date was not booked in? Even though I had verbally confirmed with the sales person with a purchase order confirmation that delivery would be on the 5th. I quote the chat log "The delivery is by 5th of January that's the maximum time frame"
I queried the website statement about in stock and available for immediate delivery and was told this was immediate delivery. That is not what I was told when I placed my order. I asked for the email address for customer complaints and was told there wasn't one - phone only. After a search on the internet I found the email address as well as that of the CEO of Dell.

As far as my first contact with Dell goes, I give it one star. And this is going down everyday I try to contact Dell.
I don't know how you can fix this or compensate for disappointment, but I would like you to try.
Thank you,

Your move Dell