Can someone from Dell please help me?

TODAY

I had a phonecall late this afternoon from Dell to tell me that 'a decision would be made in the next 24 hours'. I find this a little disturbing as I have an email telling me that I would get a brand new machine if mine was not repaired on the 15th. I asked what there was to make a decision on to be told that the person did not know because it had gone to someone 'over his manager'. Why didn't this person call me to discuss it and what possible decision can they be deciding upon that has taken another week? Dell must make millions in profit every year and yet here they are still stalling on whether to honour the replacement machine I have been promised. I think it is time I called my sister who is a solicitor for some free legal advice.

I really don't know myself at the moment but the person who called me could not answer any of my questions . Hopefully I will find out one way or another later today.

It seems as though different departments within Dell are not talking to each other. The person from the escalations team offered the new machine if the repair was not done on the 15th - I have that in writing. Then the repair people call at the beginning of this week to say they have got the part so it appears that the escalations team have not contacted the reapirs people. I tell the repairs people that I have been offered a new machine and they query it. I send them the email with the offer and hear nothing back from them - no suprise there though. I then got a call yesterday from a repair engineer saying he has the part and asking if I am available so clearly sending the email on was a total waste of my time . . . again. I tell him about the offer of a new machine but still do not hear anything until today's cryptic message.

At this moment in time I still have no idea what they are going to say to me. I don't know why no-one has been in touch to tell me when the new machine that was promised last week will be sent to me, even though I have emailed asking the question, unless they are trying to worm their way out of the promise.

So here I am getting more frustrated and angry by the day wondering how much longer this fiasco that is all of Dell's making will go on for. If I ever get a straight answer I will let you know.

I sent you a friend request with some instructions.

Zb1

Oh, and try this for irony.

I have just had an email from McAfee to tell me my free PC protection runs out today and would I like to buy protection for the next year or two.

So glad they did not ask me if I had enjoyed my free month's cover.

Thank you for the information, I will contact the person you have suggested.

I have waited all day again today for the promised call from Dell . . . nothing.

No phonecall.

No email.

Nothing.

I'm appalled at how they are (not) dealing with this. Not one of the people that I have dealt with have kept their word and had the courtesy to reply in the timescale that  they said they would, shocking.

I am no longer prepared to be messed about by Dell and cannot believe that I am having to do this to get their mistake rectified.

I wish I had never bought the machine in the first place and will never have anything to do with Dell in the future. I am just grateful I did not buy this to run a small business with because I would be out of business by now. I'm off to email the person you have suggested what a wonderful way to spend a Friday night.

When this is resolved I will be paying a visit to Companies House to find out the names of the directors of Dell Corporation Limited and writing to each one personally at their home addresses to see what they think of their shoddy customer service and after sales support - and I really do use these terms in THE loosest possible terms.

25th March

Finally got a reply to the email I sent on the 23rd asking the person where my update was that was supposed to be provided on the 20th. I was told that the person had once again conveniently been 'on a rest day'. Correct me if my maths are out here but 19th plus a rest day (20th) surely makes the 21st at the latest not the 25th?

I have been informed that 'We have a representative working on your case already and getting the approvals needed for the request that was made' It then goes on to say that the person that emailed me will be making a follow up on my behalf. I replied asking what approvals and what request, guess what - you got it - no reply.

It's now over 40 days since I paid for this and all I have to show is a box that does not work collecting dust in my house, just how much effort do I have to put in to getting Dell's mistake rectified, this is insane.

27th March

Had an email from the person that made me the offer of a new machine to tell me that they are 'pushing for a replacement system' and to bear with them and they will do their best to resolve the problem!

Reading between the lines it appears that the offer of a new machine should not have been made without prior approval and now they are not so keen on keeping their promise. Is it me or does this feel a little like one of those stories that get told on a topical television show that do pieces on horror stories such as these?

It has been 50, yes FIFTY days since I paid for this machine and still Dell have not rectified their error. It has now been 21 days since I was promised a new machine and STILL no sign of it ever being sent to me and no confirmation from Dell that it will EVER be sent. I have emailed them again - no reply. Will someone from Dell that can make a decision contact me because I am sick to death of emailing your employees and posting here to just be ignored by Dell? Who can I email at Dell to make a formal complaint about this fiaso?

Still no contact from Dell. Still no sign of a working machine, you know, the one I paid for in Februrary. Come on guys, get your collective acts together, this is, by far, the worst customer service I have ever had the misfortune to encounter.

Aeylean,

I just want you to know that I am doing the best I can for you. I am in contact as we go with people at Dell U.S.A.

Here is one of the problems, you're in the U.K. and the people in the  U.S.A.  don't have the ability to read the UK logs.  So it's not that your word is in question, we just have to have someone in the U.K. with Dell handle this.

I would like you to  escalate  this using this form: UK Unresolved Issues Form http://dell.to/bMmV9a

Fill out the  information they request, I just checked out the page and if you have a case # it will speed things up.  It says if you have a case # they will get back to you in one day.  So look for a current case number if you have them saved..

Please keep me updated.

Zb1

Thanks you once again for your continued help.

I have filled out the form as suggested.

Still no response from the person that promised me the new machine on the 12th March.

Day 53.

Aeylean,

I'm just checking with you to see if you have been contacted by anyone yet?

When you filled out that form I sent you did you have a case# to add to it, if so, you should have heard back w/in 24 hrs.

Let me know what's going on?

Zb1

I haven't been contacted yet however I do not have a case number so i'm not expecting to hear anything too quickly.

I will let you know as soon as I hear anything.