Order Status

Question

Customer ID: Order No:

I am totally disappointed with Dell Support system. I ordered a Dell XPS 15 on 22nd October 2020. The order got shipped on 27th October 2020. Strangely, my account does not reflect the ID even though the customer number is added & reconfirms is available. There has been no progress for tracking from 27th Oct to today the 4th Nov, which is 7 days from ship date. Considering that I run a logistics company & work with other electronic industry businesses, it is unheard of that no information is available after 7 days.

Now let's add more to the wound, I dropped a Service Request on 30th Oct followed by another on 2nd Nov, but the Dell Team does not think my request is important enough to be contacted, request acknowledged, or I am replied. Absolute silence till today, its as if my request does not exist.

As if all of the above is not enough, I contact the Dell Order Support Telephone number with it's fancy-pants automated options. It seems Dell has built AI into the system as it seems to have a mind of its own, and selects options without me even going near the phone keypad.

So finally I try to call another Dell Support number which is not related to Order Support, so I atleast get through to someone, and TADA guess what, I am on hold for 30 minutes, a gentleman Dhanush comes on the line, and I tell him am so happy to finally talk to someone, perhaps my happiness was too much that as soon as I say this, the line goes bust.

Unbelievable that Dell boasts of Customer Support at all. This is the worst I have ever experienced in terms of support from any vendor, and trust me I live in India so know how bad things can be.

Sheer frustration drove me to make this post, hoping against hope, someone from Dell does watch this space to address concerns of their customers.

R Venkatesh

Note: cross-posted

DELL-Cares · Accepted Answer

Hi Venkatesh,

Thank you for confirming you received the delivery. I'm sorry for all the delays and inconvenience caused to you. Thank you for taking the time to share your feedback as you feedback is important to us to improve our business.

We'll be unable to change the experience you've had in the past. But we'll try our best to provide a better service in the future.

-Susanna

VenkateshRamachandran · Answer

it looks like the CEO has to start following & attending all Dell Orders & other complaints, as no one else seems to really care.

VenkateshRamachandran · Answer

This is unprecedented. An order placed on 22nd October 2020, is not reflecting in my account as yet. I can only see it on a tracking link. As on 10th November, there is no shipping information on the tracking area. The product shows as "estimated delivery 6th - 12th November 2020.

The local helpline numbers still seems to be built with AI as the options get automatically selected even if I hide my hands with my phone kept in speaker mode. LOL. I send a mail to a contact shared in my order confirmation, a lady who goes by name UMA P. Ofcourse she has chosen to ignore my mail.

My only consolation is the @DellCares team, who are atleast promptly replying my private messages. Ofcourse they have not given me anything except to keep repeating "estimated delivery" dates is valid. The point here being the word "ESTIMATED", which will absolve @Anonymous if they chose to deliver this in the next year November.

VenkateshRamachandran · Answer

Behold, all that people who have placed orders & have been crying out here is coming true for me. I have been continuously assured by @DellCares that my order has been shipped, no revision in delivery date, and not be concerned as the Order Support does not list any changes or has no Tracking Number.

But this is all total humbug that they feed the customers. I doubt they have a clue on what is happening within their organisation. Forget hands, each of the fingers don't know what the other is doing.

Bottomline, I pay premium dollars US$3k+ for an XPS 15 on 22nd October, and am sitting in dark till today about the date I will get the same. Ofcourse I am afraid to cancel the order, as if everything else written in this forum holds out true, my refund will take eons.

I have been resisting doing more action, but I will start posting in social media today onwards about this completely pathetic & abject careless attitude/ approach of @ DELL.

DELL-Cares · Answer

Greetings,

The order has reached delivery facility from manufacturing hub. Currently, the order is going through documentation process. Once completed, the tracking number will be generated.

Thanks,

Sahana

VenkateshRamachandran · Answer

Really Sahana? As of yesterday your @DellCares rep Susana told me it will be delivered to me as reflected on tracking by 12th November 2020. Maybe you should check your own replies in the Private Messaging, or should I copy-paste them here. It's time you stop giving out stories to customers.

VenkateshRamachandran · Answer

The strangest of things happened today with my order. Dell raised an official Tax Invoice dated 16.11.2020. This goes to prove that you never even processed my order till today. You have been giving excuses & stories till now with regard to processing, and shipping my laptop.

DELL-Cares · Answer

Hi Venkatesh,   The invoice is not yet received for the order to move to next stage. We are keeping a track and once we get an update we'll keep you updated.   -Susanna

VenkateshRamachandran · Answer

Should I send you the final tax invoice copy - total 8 pages long? I have received it, but you have not internally. Must be a joke right?

DELL-Cares · Answer

I'm sorry we depend on the regional tam an the carrier for the order delivery and I'm keeping a track on your order.   -Susanna

DELL-Cares · Answer

Hi Venkatesh,

I am happy to see that your Dell order has been delivered.

I'll be closing the case for now. If you still need our assistance, we are here for you our support team is available Monday to Friday.

-Susanna

VenkateshRamachandran · Answer

Yes, please close the thread as the product has been delivered. I do wish the experience was more rewarding, and helpful than it really turned out to be. Except for responses to my Private Messages being prompt, nothing in terms of solution was ever provided, which must change if Dell wants to be industry leader.

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