Consumer Customer Service

As the owner of two Alienware desktops and the IT Support Manager and custodian of over 2500 OptiPlex desktops let me say how satisfied I am with the Customer and Technical Support of those devices.

A week ago I ordered two Dell Venue 10 and accessories from the dell website. The ordering process was painless, the price was fair and I used some of the Dell Points I received from the Alienware purchase to grab a BT Keyboard and Stylus. The BT Keyboard and Stylus were delivered immediately.

The Tablets and associated accessories however were not. The cases and spare power adapters were due days and ago and the Tablets are now available in the distant future. They were "Available" when I placed the order. As an IT professional for over 30 years I can deal with items being delayed and delivery dates being changed. What I cant deal with is the type of customer service I get when I call to get an update. The website is worthless and doesn't even come close to being up to date,

When I call to check on the delivery dates of the tablets and accessories I end up speaking to people who cant understand me and vice versa. Their telephone system sounds tin cans on strings and there is so much noise in the background that I simply cannot make out what they are saying. Think Chinese restaurant kitchen.

Friday when I called to try again to get a status this is what I experienced.

I was given the line about them expediting my order then I was transferred to Order Fulfillment?

Order Fulfillment wanted to know what item I was calling about. I provided my order number. They replied not the order number what item. I replied Dell Venue 10. They replied is that a laptop? I said no its a tablet. They asked me what was the original price? I replied $249. They replied how does $232 sound? I said it sounds great. They then wanted a credit card number.

In short, Order Fulfilment was willing to sell me the item cheaper and ship it that day. I asked to transferred back to Customer Service so I could find out what was going on. They hung up on me.

I am frustrated and heartbroken. When did Dell get into this mess? I am concerned about  their consumer business model. 

I am calling Monday to cancel my order and go buy off the shelf at one of the big box stores.