Walsh Western Issues thread

Well, I've just created a community account specifically to post this.

When I looked around for a new laptop, the Dell offerings seemed to be the best balanced, and based on praise of the kit from people whose opinions on these matters I trust, I went for an Inspiron 17 over either a slightly more expensive HP or a custom-build laptop which was cheaper but higher specc'd.  Either way, this was still an expensive bit of kit.  I didn't have to pay for shipping due to a DELL 'offer', but had that not been available, it would have been another £30 or so for that as well.

Order went through very quickly and with no issues on January 26th 2014.  I very quickly got an email from Dell saying the machine was in manufacturing, and then a few days later saying it had been 'shipped', with the Walsh Western "tracking" number as a link.

As of today, this is what the tracking website says:

ETA 07/02/2014 Please check the order history below for any possible delays.

 History Date   Time      Location     Activity

31/01/14        21:30     CHINA        DEPARTED MANU.FACILITY

31/01/14        13:30                  PENDING.

Having (finally!) managed to get to speak to someone at WWI / Syncreon on their +353 number, I discover that the ETA is basically a lie, and that the laptop hasn't actually yet left China!  Quite why the ETA hasn't been updated I don't know, and quite why it takes 7 days to put this thing on a plane / boat I don't know either.

The woman - who was actually as helpful as one could hope for in this situation - seems to think it may be delivered on the 12th, but I see no reason for her optimism.  Somewhat annoyingly, the 6-months interest free finance agreement seemed to start instantly when as far as I'm concerned it should only really start at the point I get the laptop.  I'm willing to bet also the DELL warranty started immediately as well.

I'm really starting to wish I'd bought the custom-build laptop now.

Hi Carthesis,

Thank you for posting your comments on the Dell Community Forum Customer Care Board. Please accept my apology for any frustration or inconvenience you may have been caused.

While I am unable to access customer account records for UK/Ireland customers, I wanted to address your concerns regarding the deferred interest and warranty start date for your new Dell system.

Dell adheres to the same industry standards regarding mail order items. The DPA and warranty begin on the date the item invoices (ships) from the factory. Shipping is determined at the point of sale.  Free shipping is generally 7-10 business days. If you want it sooner, you have that option when placing the order.

I trust this information is helpful. Should you have additional questions regarding the status of your delivery, please contact the Walsh Western facility servicing your area.

Thank you for choosing Dell,

Lorna

Can I ask a Dell Customer Care Liaison what you think of all these issues? Why are you still using this courier? Their service is absolutely and utterly abysmal.

The problem is that the Customer Care Forum is a US based forum intended for US customers. They have little influence over and little interest in the poor service offered by Dell elsewhere in the world.

What is needed is a feedback forum for the UK and Europe.

Dell is an American based, American company. Unfortunately we live in the insignificant area known on US maps as "not America"!

We Liaisons are in the USA. We cannot dictate to Dell UK/Ireland who they should or should not use.

I ordered a dell xps 15 back in January this year. But before I handed any money over got told that I would have the laptop in 8-10 working days. after I paid I then got told it'll be late march.  But he will expedite delivery. An he assured me I'd have it before the 10th march. An he will call me on the 10th. To this day there's no sign of my laptop. Worst still the dellCares guys on twitter have also lied to me an said they'd expedite it. I've had another guy who lied to me and said it's expected to be delivered today. But when I rang syncreon they told me it's still in china!!!!!

Seriously getting tired of these lies!!!! Ur account managers just take the money and don't keep promises instead lie to u!!! This is pathetic!!!!

My laptop was despatched according to WW and Dell on the 09/04/2014 and on the WW tracking said ETA is 16/04/2014. It is now the 15th and last update was departed manufacturing facility...

I have the day booked off for tomorrow and I'm guessing it's unlikely to come?! Shocking considering I spent £1600 on a laptop and the communication is awful!

Will it come, won't it?! I guess I'll just have to wait and see.

Anybody know what "EMF" means for location on the Syncreon tracking page?

I've ordered from the Dell UK Outlet, and the status turned to shipped yesterday (7th) but just got this update this morning saying "Departed Manu. Facility" with the location as "EMF" today (8th).

Haven't yet had a problem per se'. But still a little annoying when you order from the Outlet that delivery isn't within a few days. There was a bank holiday on Monday, but I ordered on the 2nd, and for a system that's already built kind of expected delivery within the week.

Just not sure what EMF means, and trying to figure out where in the world it's coming from. They have said 13/05/2014 for delivery which isn't too bad if they hit that date.

Shame about how bad the tracking site is, when I had to get a warranty replacement for a Microsoft Surface RT this was all done smoothly and within days.

Also I did have to return a keyboard for the Surface to Microsoft, and I called them in the morning to arrange it, and UPS were there at the office to collect it at 3PM the same day.

So I'm used to the UPS level of tracking which is a lot more clear.

If it's coming from China, which most of Dell's stuff seems to, then EMF will be an abbreviation for the unknown place in which your goods will be left for the next week or two.

The package will be handed over to a UK delivery company when WW have finished doing whatever it is they do. You won't get any help here either, as it is manned by staff who only have dealings with the US part of Dell. In Europe we have no customer service except a phone number in Bracknell that you can find on some correspondence. They usually cannot help much. The whole system is pitiful and has been going on uncorrected for literally years.

It is pretty mad that the issues have gone on for so long. Only ever got 1 laptop from Dell years ago and don't remember it being so bad back then (Was maybe 5 or 6 years ago now)

I can't complain about anything delivery wise (yet) so really just hoping I don't get these common issues.

I'd hoped delivery would have been quicker but after I placed the order it took dell 3 working days to confirm (Outlet this time)

I'll post my experience as it happens whether good or bad just to keep us illustrating if there are still problems going on

I have been having trouble with Walsh Western Ltd. I ordered an alienware desktop thru dell website on the 02 may 2014 and it was shipped out on the same day.

However once it was passed on to Walsh Western in UK it all went downhill. Dell sent me a pre-delivery alert on the 6th May saying that my item will be delivered on the 7th may. It is 9th may today and I still do not know where my system is. I have already taken two days off from work.

Below is the tracking summary. Tried calling Walsh western but they have no clue where my system is or who was the one who tried to deliver. Apparently one of their drivers tried to deliver on both 7th and 8th May 2014, but I was at home the whole time and no body came to my apartment and they had no record of which driver took the shipment from their hub.

09/05/14 09:00 . NO ACCESS TO SITE.

08/05/14 16:54 WWI - LUTTERWORTH OTHER INTO HOLDS

08/05/14 16:54 WWI - LUTTERWORTH FAILED DEL. RECEIVED COMP.

08/05/14 16:54 WWI - LUTTERWORTH STARTED TO RECEIVE FAILED DEL.

08/05/14 12:00 . RECYCLE.

08/05/14 12:00 . REDELIVERY

08/05/14 12:00 REFUSED CUSTOMER REFUSED DELIVERY.

07/05/14 12:00 . RECYCLE.

07/05/14 12:00 . REDELIVERY

07/05/14 12:00 REFUSED CUSTOMER REFUSED DELIVERY.

06/05/14 20:45 WWI - LUTTERWORTH ORDER DISPATCHED FROM HUB.

06/05/14 20:45 WWI - LUTTERWORTH FIRST BOX SCANNED OUT OF HUB.

06/05/14 09:55 PLAN COMMITTED NOTE.

06/05/14 09:17 VASUDEVAN PADMANABHAN 07/05/14 SCHEDULED DELIVERY DATE.

05/05/14 22:00 EMF DEPARTED MANU.FACILITY

Currently the " status " says " no access to site " - My apartment is in central London and I cant believe they are unable to locate the address. Tried calling them again (WW) but they were rude and not helpful. Reported it to Dell Customer care and they are awaiting response from the carrier.

I expected better service from Dell especially after spending more than 2K GBP on the order. Would have happily paid 50-100 pounds more for a professional shipping option.

At this rate...I dont think I am going to receive my shipment any time soon. Will try to cancel the order if it doesn't come thru this week as I cannot afford to stay at home everyday expecting delivery.  

Got an update this morning to say my delivery made it to Lutterworth and was also scanned out of the hub at Lutterworth (All with the same date/time this morning)

My estimated delivery date says the 13th, so hopefully it does arrive for that date. Once the items leave Lutterworth seems to be where the issues can start (Possibly at the point a local courier takes over)

Lutterworth is about 2 hours from Manchester, so I can't see how it could get delayed at this point, since its practically down the road by this point.

My main worry is that the company where it's being delivered has security gates. Their couriers don't seem to be the best at buzzing to get in. If it arrives on the 13th as stated I'll be happy. The tracking system is unreliable and not very accurate (apparently it had left the manu. Facility and was on it's way to me days ago...yet my card wasn't charged by Dell until Saturday, so I don't think it was REALLY shipped until Saturday, rather than Weds like it said on the Dell site and tracking)

Look forward to receiving it. The stylus I ordered from a small IT company to go with it arrived the day after I ordered it...I didn't want to wait 1.5 weeks for Dell to get it to me, despite their outlet stock being "ready to ship"

Sadly had to cancel my order. This was the first time I purchased something from Dell and it was not a good experience. Its very unlikely I would buy anything from them again. At least not while im in UK. But I must admit that the order cancellation was so easy, no questions asked.

Locking this thread. Time to start unique threads for this issue.