Terrible Experience & Service

Question

On Dec 5th, I placed an order for a Alienware X51 intended as a Christmas present. A week goes by and I received no update. I decided to speak with a online customer service rep to check on the status of my order. After hearing my situation, the rep told me he will expedite the shipping and will appoint a specialist to my case who will touchbase with me within 24 hours and will explain more then. When this specialist finally got in touch with me 3 days later, all he did was set it up where I will receive the shipping notification via SMS when the order ships. Several days later, now knowing for a fact this order isn't going to arrive on time I asked for a address change. The specialist who was assigned to my case never answered that request. The online rep gave me a confirmation on the address change. And when my order shipped out next day, to my horror I realized they never changed the address. 2 days after my order shipped out (to the wrong address), the specialist replied my email stating that my order was on it's way, never mentioned once about the address change request that I sent him. Days after when I decided to speak to a Dell representative regarding the return policy, and I asked specifically, that because of all the delays in-between now I'm considering a return but given the weather I wanted to know if the package arrives a couple of days late because of carrier, how will Dell handle the situation. The representative told me that that is not my issue. But order must be receive within 30 days. How can it not be my issue? My final conclusion is: Dear Dell, we all like to save money but outsourcing every drop of your customer service to someone who can't even understand my question/concern or even conduct a simple address change only turns your customers away. I will never shop at Dell.com again.

Prateek K · Answer

Hi esthersyguo,

Thanks for reaching us out on Dell community forum.

I am extremely apologetic for the inconvenience caused. Please share the order /reference number which you received at the time of placing the order so that I can check the details and assist you further. I would request you to share the above details in a Private Message. To send a Private Message, click my User name and Start Conversation.

Thanks & Regards
Prateek K
#iworkfordell

To know more about Dell Product Support, Drivers & Downloads, Order & Dispatch status -> choose your region US Customers; India Customers. For Here for Dell support videos.

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