UNSOLVED
J
JaggedTech
2 Posts
0
2551
January 14th, 2021 18:00
Dell Shipping problems
It appears that either Dell isn't aware they have had repeated shipping problems, or they do not take shipping problems seriously. I ordered a laptop on 01 December with an estimated arrival date of 05 January. On 10 December, Dell reports that the order was shipped early and they provided me with a tracking number. For the past four weeks, the tracking status has been unchanged to read "Estimated delivery date: Pending. Shipping label has been created. The status will be updated when shipment begins to travel." I contacted Customer Care on 04 January and was told the issue was elevated to the Logistics Department and that "someone from that department would contact me within 48 hours." I NEVER received any correspondence. I contacted them again on 08 January and was told that I would hear from someone by the end of the business day. I heard from NO ONE. After contacting Dell yet again on 11 January, I received a reply on 12 January from a "case specialist", finally acknowledging the obvious: "I regret to inform you that the order is lost in transit we request you to the kindly help us with the shipping address so that we can process replacement." Since then, I have replied to the communication thread, asking for the status of the replacement order. I have heard nothing.
I have bought and/or recommended computers from this company since before they were Dell Computer. In my opinion, at least three departments have mishandled this customer experience. Dell had no trouble charging my credit card over a month ago, and this delay has no end in sight. This just doesn't seem to be the right way to do business.
JaggedTech
2 Posts
1942
0
Posted January 21st, 2021 08:00
You have asked for a Service Tag number. The machine is in production - a Service Tag number is not yet available.JK Production
2 Posts
1935
0
Posted January 21st, 2021 11:00
I should have read these comments before I made purchase couple of days ago.. a lot of people have issue like you do with shipment...
Ordered new XPS 6/18/21, after 8 weeks, and several delays, told could not complete this order by order fulfifllment. Did allow me to order a READY TO SHIP XPS which was a slight upgrade at a comparable price, shipped 8/14/21, then disappeared. FedEx says they received, but then it goes missing. Trying to get DELL to ship replacement ASAP, since it's already 9 weeks since original order. If the missing package/shipment appears, can be returned, but basically I need a new XPS now, not when Dell/FedEx finish hashing out what happened. Also will need warranty/service restarted, since the clock on that started on 8/14/21 and I have no laptop. , since that was requested above.
Dell Customer Service slow to respond....phone call operator sent me to email case specialist, heard back once, no further communication.
Dell Customer Care | from Kotturi [ ref:_00D0bGaMp._5002R1M6M13:ref ]
From the Case Specialist email, FYI
Help!!
Exchanged PM with Dell, still saying 'we're looking into it'...pretty unhappy with that response, would like a customer first, 'we'll make it right' approach, rather than 'we're looking into it'...especially since I've waited 9 weeks now for a new XPS laptop.
If Fedex has truly received the system, you should see the tracking number active.
Bear in mind that "shipped" means from China -- and given that it's been less than 5 business days since that notification, the system may still be in transit from China to Fedex.
Yes, have FedEx number, left their facility on overnight delivery, then nothing...from TN...picked a READY TO SHIP to avoid the China problem. I would have hoped that Dell/FedEx would together have an answer...what does FedEx do for say, an overnight of legal papers, etc. when they go missing. Again, an attitude of 'we'll make it right, right now' would be more helpful, especially when I've already waited (and been outright lied to by customer service about the now canceled order)
Thanks for the input.....
Once a week had passed, and, I presume, FedEx declared the shipment lost, Dell sent an exact replacement overnight, that had no issues.
I guess in the end, the delay upon delay was frustrating, but the second one out of anyone's control. In the end, I was made whole.
More openness about the initial delays with the original order that was stuck in production for so long would have been appreciated, and moving forward that is what I will look for..
I can't believe how disappointing Dell's service is. I should've read this before placing my order.
I ordered my device on Jan 12, 2022. At first, they showed the delivery date of Jan 24 and kept delaying it till February. After multiple complaints, they sent a message that the product is ready to ship. This was February 2, 2022. I still haven't received the product and no response from them. Dell has the worst service.
DELL-Cares
Moderator
•
27830 Posts
•
706 Points
1971
0
Posted January 15th, 2021 12:00
We tried reaching you on a private message asking for the Service Tag but did not receive a response. Please feel free to reply to the private message whenever you are available.
#IWork4Dell
For all non-technical issues that require your private data, we must communicate via a private Direct Message
Dell Partner GEM Program, Out of Warranty Support options, No free goodwill repair, Get a copy of your Dell invoice