Can't get a keyboard sent out

Question

In Nov, 2003, my keyboard on my Inspiron 2500 laptop went bad. Because I just moved, I had to pay by check when I ordered a replacement from Dell. It took over 2 ½ months and several mysteriously canceled orders before I got a keyboard. It lasted about 7 months. When I called to get another one, because I had such a bad experience getting the replacement, and because it lasted so short of a time, Dell offered to send me another one no charge. That was over 4 ½ months ago AND I STILL DON’T HAVE A KEYBOARD FOR MY LAPTOP!

I have had so many orders mysteriously canceled, I stopped keeping track. Every time I get a customer service rep on the line, they assure me they will “see this problem through to the end” and will “take responsibility for my problem.” I have no less than 6 “supervisor” or “manager” names and extensions that were given to me by people claiming to be managers or supervisors. Of those, only 1 actually connects me to the voice mail of the person I am supposed to be reaching, and he hasn’t returned a call to me since December. No one from Dell is calling me, emailing me or contacting me in any way to see that I get a keyboard. The latest call left me with a coupon code so I could try ordering it online, but of course it is impossible to find where you can actually order a keyboard so it has done me no good. In the meantime the last order for Dell to ship my keyboard has been canceled. I am at a total loss as to how to get a keyboard for my laptop. PLEASE HELP!!! My latest order# was 244297398. Dorothy (badge#466111) told me the supervisor (supposedly named Mark at x79799) who entered the order didn’t “document it correctly” as a no-charge order, but she assured me she would fix it and get the ordered shipped. She also stated that her supervisor, Slora at x831244 (notice there are either too many or too few numbers for this extension to be valid) would be calling me to follow up. So far its been over a week and nothing. WHAT DO I NEED TO DO TO ACTUALLY GET A KEYBOARD SHIPPED TO ME???

AussieChris · Answer

Hi,

Try Parts-people. $ 35 for a new one. http://www.parts-people.com/index.php?action=item&id=1055&prevaction=category&previd=31&prevstart=0 Not free but you should get it quickly.

Regards Chris

DELL-Corey · Answer

NoKeyLaptop,

In looking at your record, it looks like you have a keyboard on order and I would guess that you’d get it soon.
I can’t explain why so many of your previous orders got canceled though.

NoKeyLaptop · Answer

Well after more than 4 1/2 months from my original order, I received 2 keyboards on the same day. (1 was sent to an address I lived at 4 years ago, despite the fact that I update my address about every 2nd or 3rd phone call)  Neither keyboard functioned correctly. Turns out they sent me a Latin American keyboard, not once but twice! :smileymad: I did actually get to speak to a customer service person from the US yesterday and what a difference it made! He instantly knew what was wrong when he looked at my order, and said he is sending me 4 keyboards immediately to make sure at least 1 will work and so I will have backups too. He also told me that despite the fact that every customer service rep that I have talked to that assured me they were 'updating' my address info, the only real way to update your address info with Dell is to go to the website and use the 'Transfer ownership' form to transfer the ownership of your computer to yourself at your new address. Otherwise Dell just inputs an address for a given service call, but your default address will always stay the same. Amazing that a computer company can't even update a customer's address information easily! Even more dumbfounding it that none of their customer service reps seem to know this. I'd say Dell's transfer of customer service support to overseas facilities is failing miserably. Their employees there are so under-trained it is embarrassing.:smileysad:

Locked Topics – Laptops General

Can't get a keyboard sent out

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