corsello's Posts

corsello's Posts

it's a scam to get you to run some malware next time he calls just keep him on the phone as long as possible, but never click on any link or go to any website he tells you to go to.
**Update** So Friday evening June 1st I received a phone call and follow up email to confirm the specifications available for replacement. I replied to the e-mail within 10 minutes of receipt with m... See more...
**Update** So Friday evening June 1st I received a phone call and follow up email to confirm the specifications available for replacement. I replied to the e-mail within 10 minutes of receipt with my confirmation. About 2 1/2 hours later I received a reply stating "the replacement request will be initiated". No explanation as to why it took two days for someone to email and confirm the specifications. I can only surmise that since Dell had received the original damaged in transit computer about 10 hours earlier they were waiting to see if it could just be repackaged and sent back out to me. It is now 12 days since I originally ordered this computer, 10 days since Dell charged my credit card for this computer, 5 days since Dell instructed FedEx to return the damaged computer to them and 3 days since someone at Dell received the damaged computer. I'm still waiting to find when I'm going to get the computer (starting to doubt if I'll ever get the computer). I have requested via phone, email, chat, twitter and this community forum for someone to reach out and contact me and I'm still waiting. Although this was a personal use purchase as an IT manager I will now start evaluating Lenovo and HP as replacements for our corporate computers. It's really disheartening to see Dell degrade back into the tier 2 computer supplier they were back in the late 80's and early 90's.
I'd say other than the therapeutic value in venting this community forum is almost as useless as Dell's customer care.
I'll try my best not to turn this into a rant. On the 23rd of May I ordered a computer from the Outlet store.and received the notification that it had shipped on the 24th and the charge on my credit ... See more...
I'll try my best not to turn this into a rant. On the 23rd of May I ordered a computer from the Outlet store.and received the notification that it had shipped on the 24th and the charge on my credit card cleared on the 25th. Since it required a signature, I took the morning of May 30th off from work. Well the morning came and went and I had to get to work so I resigned myself to having to wait for another day. I checked my e-mail when I got to work and FedEx had sent me a delivery exception notice. I expected it to be because I wasn't home. I clicked the FedEx tracking to find the exception was a "Damaged in Transit" exception and it was being returned to shipper per the shippers instruction. This status was at 9:00 am and I was looking it up at 11:30. I contacted Customer Care and it only took Yusaf (Customer Care rep) about 30 seconds to confirm the shipment was damaged and being returned. He opened Service Request to get a replacement computer. So now 50 hours later NO ONE from Dell has initiated contact with me I have contacted Dell twice. After 24 hours with no contact from Dell I again contacted Customer Care and was told by a new representative that a replacement request had been initiated and I would be contacted tomorrow with new specs on this order. When I questioned why it would take two days she replied "the standard time frame to process the repalcement is 8 business days" I'm not sure if that was supposed to make me feel better or if it was a warning not to bother them. I did go back out to the outlet website and confirmed there were at least 5 other computers listed with the EXACT same specs and it only took me about 3 minutes not two days. This afternoon, now over 48 hours since I contacted Dell, after still no communication from Dell (full disclosure I did get a form letter email transcript of the previous chat session) I called Customer Care and was connected to Rifan. He found my original order and the service request order did some research and told me . . "they are saying the need 24 - 48 hours" although he couldn't tell me who "they" were and he acknowledged that a similar computer with the exact same specs was still available on the outlet website. The topping to this entire experience? I also received an e-mail from Dell Customer Service with the subject: "How can we help you?" oh I don't know maybe you could get me the computer that I paid for over a week ago that might be a nice place to start. If anyone at Dell actually reads or responds to messages in here I would sincerely appreciate some form of communication from someone in a management position in response to  Service Request .
I ordered a XPS 8000 on 11/09 with an original EDD of 11/25. Yesterday I called and was told it was delayed for the fifth time and was now 12/28. Last night I received a follow up call from a Custome... See more...
I ordered a XPS 8000 on 11/09 with an original EDD of 11/25. Yesterday I called and was told it was delayed for the fifth time and was now 12/28. Last night I received a follow up call from a Customer Care manager that I spoke with last week and it showed a status of shipped. Today I have Fedex tracking numbers and it is set for delivery on this Friday. I'll let you know if it actually arrives.   As a side note to everyone following this thread I spent over 3 hours on the phone yesterday with as many managers as I could possible get a hold of and got no real answers. First I was told there is no backorder on anything, then it was the chassis, then the processor (I ordered the i5) and finally the Blu-Ray player. While I was on hold I also became a fan of Dell on Facebook and posted on there how disappointed I was with how poorly I was being treated. I received 3 separate private messages via Facebook asking for my email address and customer/order number so that someone could look into my order and find a resolution for me. Seems like it took a little more of a public forum to get the right people to respond.  
kc5f can you post your configuration? I would be curious to see what they are shipping since I've been told today that the chassis, the processor (I ordered the i5) and the Blu-Ray player were on bac... See more...
kc5f can you post your configuration? I would be curious to see what they are shipping since I've been told today that the chassis, the processor (I ordered the i5) and the Blu-Ray player were on backorder. Not that all three were on backorder, but in the course of one phone call I was given three different answers.
Oh I agree, Johnathon was fast talking and repeating himself and contradicting himself the whole time. Although I ordered the XPS with the i5 processor option. He suggested that I cancel the order an... See more...
Oh I agree, Johnathon was fast talking and repeating himself and contradicting himself the whole time. Although I ordered the XPS with the i5 processor option. He suggested that I cancel the order and place a new order without the Blu-Ray and then proceeded to tell me that wouldn't ship until Jan 15th and he couldn't expediate that order because it would be a new order and not a delayed order.
After over 3 hours on the phone with customer care and the order modification department. The answer from Johnathon (allegedly the manager for the order modification department) as of today 12/15 the... See more...
After over 3 hours on the phone with customer care and the order modification department. The answer from Johnathon (allegedly the manager for the order modification department) as of today 12/15 the Blu-Ray player is the part on backorder and delaying my XPS 8000. This was after two other pepole in his department claimed that the delay was due to the chassis and/or the processor
I ordered my XPS 8000 on 11/09 with an original ship date of 11/25. On 11/23 I was alerted that it had been delayed until 12/03 on 12/02 I received an email stating the order had again been delayed a... See more...
I ordered my XPS 8000 on 11/09 with an original ship date of 11/25. On 11/23 I was alerted that it had been delayed until 12/03 on 12/02 I received an email stating the order had again been delayed and I had 24 hours to contact Dell or the order would be cancelled. I called in and okayed the second delayed ship date of 12/10. I asked if there was a part on backorder explain to the notification representative that I would be happy to modify my order. He told me he could not check if anything was on backorder and offered to connect me to customer care. After 20 minutes of listening to the "due to unforseen supply constraints" message I got a customer care rep that assured me no parts were on back order. I then called on 12/08 to confirm if my order was on schedule and was notified that the order had been delayed yet again. They did not call or email me I called them. I again was transferred to customer care who told me that there were no parts on back order. So now onto today I again called to check that status as my fourth estimated delivery date is only two days away. Guess what? the delivery date has again been delayed this time until 12/28. I again asked to speak with customer care and got the run around that no parts where on back order. I asked for a manager and was connected to Poonam. After speaking with Poonam for 20 minutes and her telling me that nothing was on back order I finally convinced her to speak with someone else (order modification?) she came back and told me yes there was a part on back order for my system. Apparently the chassis for the XPS 8000 is not available. At this point I asked to speak with her manager and she refused. YES SHE REFUSED. I asked her to speak again with order modification and find a comparable computer that did not have parts on back order. After having me hold for another 10 minutes she came back on the line with Jake from order modification. Jake informed me that the following items ARE ON BACKORDER with NO ESTIMATED DELIVERY DATES for the XPS 8000 the processor is ON BACKORDER for the XPS 9000 the HARD DRIVES are ON BACKORDER. I'm still on hold waiting for yet another manager so they can explain why Poonam was given incorrect information although I truely think she was just lying to me so that I would go away and not bother her anymore.