You will find hundreds of posts like yours on the forums.. the only thing you can do is call sales support and ask them where your computer is.. even if they hang up on you a dozen times..

Do Dell upper management actually get feedback on poor service ? More to the point do they act on it or is it all smoke and mirrors once the sale is made??

If they don't act they'll lose a lot of potential customers so it's in their own interests to listen and improve!

Hi,

I am experiencing similar prolems.

This is my experience so far.......My notebook was supposed to be delivered on the 17th Feb. I tok the day off work and waited in all day, no delivery. 

Despite of  numerous calls to the Customer Support desk & emails I am still without my item.  Call centre staff promise to call back but never do. They pass you from one person to another and it is necessary to give the details of the order/customer number repeatedly. The call centre staff give false names so when you try to speak to the same person this is impossible. I  do not have a complaint log number yet as despite 4 emails and the promise that someone will respond in 24 hours.

Poor service? what service. Do Dell care? I doubt it

I am progressing my complaint via my solicitor now

Angry & frustrated

I'm in the UK & I am still waiting for my Dell .

On December 13th I ordered through the Dell UK web site a Studio 17 for myself & a desktop PC for my wife. The desktop arrived just after Christmas - all well & good.

The laptop had it's delivery revised to February 4th. On January 23rd I received a call from a sales rep from Dell to say they had no idea when they would be able to deliver the machine I had ordered as they couldn't get the screen (17" 1080P). We talked through the options & I agreed to place an order for the Studio XPS16 1645 (i7, 16" RGB LED 1080P, ATI 4670) - originally I was told 7-10 working days, after agreeing I was then told 19th February.

On 19th February my status was still showing "work in progress" & "not shipped" so of course no system arrived. On February 20th I sent an email to the sales rep asking for an update please. Yesterday when I looked at the order status page I saw my expected delivery date has now been revised to March 30th.

Oh and Dell has had my money since the beginning of January.

Last night I emailed the sales rep & customer support to say I want to cancel as I now have no confidence that I will receive this laptop in an acceptable time frame.

This morning I received an email apologising for the delay & saying they will escalate with production and get back to me today (I'm not holding my breath).

Yeah, it's strange you can't find anything regarding delivery on these forums as I'm sure it's not just a select few who've experienced this.  I ordered an XPS desktop on 12/5 that was supposed to be delivered on 12/24. I never received an e-mail telling me this was going to be delayed. I realize it was during the holiday season, so when the new EDD came out as 1/2 and the desktop arrived as promised, I shrugged it off.

On 2/3 I ordered an XPS Studio 16 laptop and all was well and good with an EDD of 2/23. 3 weeks does seem a bit long compared to Dell delivery times of say, 5 years ago, but since I had customized my system to include the i7 Quad Core processor, I thought that might be the hold up as it was the same processor in the desktop. One week ago I actually received an e-mail telling me the EDD was updated to 3/2, but that they are confident it will definitely arrive by this date. Of course the e-mail does not explain why and tells you to check the order status for further info, but the info on order status hasn't changed since it went into "in production" status.

For a better understanding, I called customer service to find out what was causing the delay; perhaps it was part availabilty? Of course they offer zero assistance and just give you the info you can find yourself on the order status page at their website. Then when pressed further, I got  the "that is a very popular laptop" excuse and how they can't keep up with production. Seriously, can't keep up? I know plenty of people who are out of work and would jump at the chance to help out.

I have no problem waiting for something that is worth the wait, but I cannot stand lack of information, stalling and outright dishonesty that seems to have become standard practice at Dell. I seriously believe the CS reps have no clue and are in the dark along with the rest of us and are instructed to give us those lame and bogus excuses. If they can't keep up and had to change the EDD from this week to next week, how can they be confident now that it will definitely arrive by the EDD? What has changed? There is obviously a status they can see that we cannot and it is frustrating that they cannot be more forthcoming. The order status page is a joke and nothing more than a sham in order to trick people into believing their system is on track when in all actuality they haven't even begun to build it yet.

Dell, great products, horrible service. What a shame!

Dell corporate does not actually read the forums and there is no way I know of to actually talk to dell corporate outside of an independent agency.. Basically if you fall into the 'problem' catagory your stuck dealing with whoever you can get a hold of.

Like You I also have delivery problems in Australia.

I had a phone call on 18/2 to advise delivery PM on 22/2. Also no phone calls. After some 5 hours on Dells " Customer Care" line on 23/2. I finally got to talk to someone who advised he would look into it and have the delivery contractor ring me. Needless to say that this did not happen. On 24/2 after about 2 hours on the " Customer Care" line I got to share my frustration with somone who put me on another none answered service to be interrupted after about another 35 minutes by a call from a Dell representive who told me my delivery was held up. After carefully pointing out to her that after 49 hours had past since the delivery was due I was acutely aware of the fact that it was delayed and asked when it would be delivered. Her answer was that she did not know and could not tell me when it would occur. But did say maybe next week.

The order was placed on 8/2 the system arrived in Australia on 16/2. today is 26/2 and I an still a mushroom regarding delivery.

His is my first experience with Dell, and could only ask or them to communicate with customers what is happening and give some information on why the delay occured. Surley information must reduce the anger and frustration levels.

Ken M

Normal 0 MicrosoftInternetExplorer4

I have been waiting on the computer I ordered for a month now. I  get an Email every Friday telling me that it has been delayed. I have been having problems with Dell for the past year, and have decided they will no longer get my personal or company business. Their customer service is really bad, and they have no regard for anyone.

Hi

26th February and STILL WAITING for my Dell notebook scheduled on the 17th Feb (Dell have had my funds since the 11th).:emotion-39:

Dell customer service dept called &  verbally promised it today - Suprise suprise again no email confirmation of my conversation with them as requested.

Not holding out much hope......

Have already logged a complaint with my local Trading Standards.

As Dell have not yet had the decency to respond to my written/email complaints which were sent over 1 week ago or even acknowledge receipt of them I will be instructing my solicitors on Monday to escalate my complaint formally.

I'm in the UK & I am still waiting for my Dell . On December 13th I ordered through the Dell UK web site a Studio 17 for myself & a desktop PC for my wife. The desktop arrived just after Christmas - all well & good. The laptop had it's delivery revised to February 4th. On January 23rd I received a call from a sales rep from Dell to say they had no idea when they would be able to deliver the machine I had ordered as they couldn't get the screen (17" 1080P). We talked through the options & I agreed to place an order for the Studio XPS16 1645 (i7, 16" RGB LED 1080P, ATI 4670) - originally I was told 7-10 working days, after agreeing I was then told 19th February. On 19th February my status was still showing "work in progress" & "not shipped" so of course no system arrived. On February 20th I sent an email to the sales rep asking for an update please. Yesterday when I looked at the order status page I saw my expected delivery date has now been revised to March 30th. Oh and Dell has had my money since the beginning of January. Last night I emailed the sales rep & customer support to say I want to cancel as I now have no confidence that I will receive this laptop in an acceptable time frame. This morning I received an email apologising for the delay & saying they will escalate with production and get back to me today (I'm not holding my breath).

Well in a strange quirk of fate following on from Tuesday's status things appear to have moved on somewhat.

I didn't hear back from customer support that day or the next day either, so on Wednesday evening I sent a mail to various people at Dell outlining my feelings about the situation & their lack of responses.

Yesterday morning while driving to work I had an email & a phone call from the customer support contact telling me that he had spoken to production/factory & the screen for my machine was on back order & expected at the factory on March 3rd. I asked to be kept informed of the situation & left it at that.

This morning I checked the status online (not expecting any change) to find that apparently my system has shipped!

I also received an email from customer support (not the same guy, but everyone is allowed time off) telling me this as well & promising to keep me informed as to shipping progress.

Later this morning I had a call on my mobile from a different customer support person (I think this person was actually in the UK & appeared to be more at the corporate level) following up on my thoughts / comments about the situation & sounding on the face of it like he was interested in hearing my story, and after hearing it saying they would follow up with the mangement of the people involved. He also promised to keep me informed.

So I await contact after the weekend to potentially arrange delivery - watch this space.