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First time buyer here, and the shipping process has been a nightmare so far. I don't know if there's other people here that have experienced that but let me tell you about my situation so far.
So I order a XPS 13 9350 on the 12th of september. I do everything online, and then I call the customer service to ask a question about the rewards card that I will get after the purchase.
The customer service agent and I did'nt quite understand eachother (broken english) and I went from asking a simple question about how the reward would work to basically having to give him a bunch of information. Finally, I understood when he email-ed me a bill that he'd just put himself as the sellman of my order, even if I already did everything by myself on the website.
Then, it was concluded that I will receive the laptop within 3-5 business days. What wasn't mention (but written on the website in the fine prints) was that the delay of shipping is AFTER production time. So the laptop took a week to produce, and finally would ship soo it would be 10 business days before I receive it. It's written, I'm willing to wait for that, hear the product is awesome.
But then, when I tracked the package, I saw that it was sent to a wrong adress (everything in my order was correctly entered, billing and shipping adress ) and was delivered at a Purolator Warehouse in Ontario, Canada. Order was supposed to be shipped to Montreal, Canada.
I called Purolator, they told me they can't do nothing and that the vendors need to make the corrections. Called again at the customer service, in a broken english I understood that they will take 2-3 business days to figure out if they can ship it to my right adress from that warehouse and if they can't (and why would'nt you be able to ship from a Puro Warehouse, they're the carrier and they have the product in posession) they say they would make a new computer and send it again (that process would require an additionnal 7 to 10 business days).
So I guess you know how I feel right now about the choice of buying straight from Dell. Could've bought from a retailer at a similar price, but realised it after the product was ''in production'' so could'nt cancel and the return policy is quite expensive (wait for the product, resend it, pay for it, 15% of the value is not refunded)
So I hope that if someone had to deal with a wrongly shipped item by Dell's fault, they can give me an idea of how Dell handled it. So far it's been pretty unprofessional for me.
Dell-Pamyaphi YL
2 Intern
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189 Posts
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Posted September 22nd, 2016 22:00
Hi Max,
We have reviewed your post and understand what you have been through for which we apologize. This is not what we want our customer’s to go through as we try to provide a pleasant purchase experience for all our valued customers. Please do not worry, we will go ahead and check the details for you and see what best can be done.
In order to check the order details, yes to share the order number, name of the registered owner and email ID in a private message (To send a private message, click on my name and select ‘Send private message’). I will go ahead and check the order and share the order details with you. We appreciate you time and patience.
It seems that I can't post on my post I did earlier in the week, soo i'mma start a new one here for the updates.
First of, it's nice that I finaly had a reply (Pamyaphi), but it came at midnight eastern time after I posted at 1pm eastern time. Another reason why I'm having trouble with my situation, the outsourcing makes the communications much harder than they should be and it's adding more time to process our requests and inquiries.
I called them today about my XPS 13 9350 and they told me that it would be receive next monday or tuesday (so on the 26th or 27th of septembre). My order status hasn't change yet and no tracking number has been sent to me.
To be completly transparent, they compensated their mistake by sending me a small voucher for the Dell Store. I hope i'll be getting the laptop by tuesday, 3 weeks after paying it on the Dell Shop.
I still have to say that the amount of time it required me to get answers (and I'm still waiting on some) is unacceptable, I primarly a French speaking Canadian but because they opened the customer complaint file at the english service, the french service couldn't do nothing. So I had to stick with broken english and a little bit of run-around, which makes the experience much more unpleasant.
I'm crossing my finger that the laptop comes in without defects because I can't go thru that again, lost too much time for just a mislabeled shipments.
So final update on my issue. It's resolved, computer is in my town at Puro's warehouse, only thing i'd say is that I had to call them on monday to have a Tracking # and when they gave it to me the item was already sent, but it's been resolved quicker than I expected.
I'd say that the chat support was the most efficient for my problem, they provided me up to date info all the time and when they were in the dark they didn't gave me wrong infos to quiet me up.
I'd say that if you have issue, start with the chat suppot. You'll have a written proof of the convo as well, since the conversation over the phone can be hard to understand.
Hope you guys have a quick solution for your problem, I had mine.
Max LM
5 Posts
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Posted September 22nd, 2016 13:00
Soo I got updates for those of you that read that entry.
Just got off the phone with a Dell agent, told me that they have the computer in possession after it's been sent back from the UPS (and not Purolator) location thay they wrongly sended it to.
He told me that after the reprocessing, they would ship it back to my adress. Told me it would take 3-4 CALENDARS days, soo that means around the 25th or 26th. I will keep you posted on that soo you have an idea of how they handled it (If it goes well or not, I'll post it, I want to be fair and just about it)
But so far, the effort I had to put in to get answers is kinda weird. And it's clear that there's some improvement to have regarding of the communications.
Is it still possible to have a customer service rep to confirm me the info the agent over the phone gave me ? I can private message you my infos so it can be verified. I just want to be sure I wasn't give false info to keep me satisfied.