After reading this, and numerous posts of similar content I will taking my business elsewhere in the future. Knowing that Dell values customers so little and has outsourced many aspects of it's work oversea's
I am unimpressed with the direction of the company and I am dissapointed with Dell.
I am sorry to hear about your loss. I hope somehow through all of this you and your family, and especially his kids, are able to find peace.
I have been accused of being a Dell employee due to my support of Dell. However, the order issues recently have been absolutely unacceptable, and, even for those who are in good health, the frustration is understandable....
Safetytrevor: Thank you. My brother passed away this morning. Never got to even see his 45 birthday (which is tomorrow) or his kid's opening their Dell's on Christmas. I hate to be so bitter, but one little thing, that I totally believe was possible if Dell had any compassion, could've have made his last days a little better AND his kid's Christmas a little better. Now, they get to find out they don't have a father 2 days before Christmas and then they get to find out that Santa Claus is not real. Thank you Dell. BTW, why don't you get your sales people, your so-called customer service people and the Dell bigshots together and at least come up with one unified reason that there are delays. I read an article that blamed it on hard drives and was told by Sales that it was Blue Ray Disc players holding it up. So-called customer service didn't give me any reason at all. They were "sorry" for my inconvenience. Dell, if you see this post, I'll be more than happy to supply the order #'s for my niece and nephew's laptops, just in case you want to try to do something now.
Dell does it again! My brother's kids have still not received their Christmas presents (Dell laptops) from their deceased dad (my brother).
I went on-line today and the ship date was pushed back to 1/15/10. I called the so-called customer service department and by the time I got off the phone, the date had changed to 1/21/10. I asked the very unfriendly Dell employee if this new date (as well as the previous 4 dates) was based on actual information or if it was just a fictitious date intended to pacify upset customers. She couldn't (or wouldn't?) even answer that question!
Look, I know that it probably isn't fair to all the other Dell customers who are in line waiting for their orders, but I'm still very bitter about losing my brother so unexpectedly and quickly and for the fact that his last request was for me to find out where his order was and to try to expedite it so that he could see his kids open them on Christmas! I think that Dell should move my brother's kid's laptops to the front of the pack and get them shipped out immediately. Again, I apologize to all the other customers who are waiting...but no kid (my brother's kids are 9 and 10) should have to lose their father -- the father who did EVERYTHING with them -- one day before their father's birthday and 2 days before Christmas! If I were in line for a computer and saw this story, I'd happily (yet, tearfully) fork over my place in line if it helped those kids. And, I'm sure most of the customers waiting for their Dells would feel the same way.
The ONLY reason I have not cancelled this order is because the day before my brother died, I gave my brother the news that the orders was delayed til 1/6/10 and asked him if we could cancel the order and get the kids something else. It was his choice at that time, to wait for the laptops he ordered -- he was so particular about the order, that I do not want to change it.
DELL: If you are monitoring this site, PLEASE do something about this!!!!! Get two sweet kids who just lost their dad, their Christmas gifts. I don't think that I am asking ANYTHING that can't be done. JUST DO WHAT YOU AGREED TO DO WHEN MY BROTHER PLACED HIS ORDER!!!!!
I will gladly provide the order number, customer number and a copy of my brother's obituary! Here's a picture of him.
Dell, are your serious on this one? At what point do you guys take customer service into consideration? This thread should have never made it this far. This obviously speaks for the forum moderation by actual Dell employees. It is null and why have a forum for customers to get answers when no one actually from Dell answers?
I am so sorry for your loss and to add to it you have to deal with a company that doesn't really care. Your hands are tied but hopefully in the end you will get your order so the kids can enjoy their fathers last gift to them.
Thank you StaciHall. To be honest, I'm shocked by Dell's lack of compassion and assistance on this one. I hope to keep this thread alive until my neice and nephew receive their laptops. Its only because of my brother's wish to keep this order open that I haven't cancelled it.
I have dealt with Dell for a very long time. They use to not be that way JohnsSister. I can remember calling with an issue about a year ago, Dell jumped through hoops to make the wrong right. I have never had an issue until the last six months. More and more I can tell I am not getting a rep from america but an out sourced over-seas rep when I call Dell. The last person who righted by wrong was an american rep. Not saying that the outsourced reps aren't helpful but they are given a script and really they have no compassion. They just want a job for an american company to better their life.
Dell has really lost the pride it use to take with it;'s customers. That is sad. Luckily more pc company's are letting you customize your build. I am sure eventually you will get your laptops, but I am sure Dell has lost you as a Net Promoter of their products and service. Which translates into many new customers you might have recommended if they hadn't done your niece and nephew wrong.
As I mentioned in our conversation earlier, we are working diligently and have engaged many people to assist in getting these systems built and or at least some confirmed answers. I will keep you posted. Your family are in my thoughts.
Lisa
For US Consumer Post Sales Support, Unresolved sales issues and Win7 UPGRADE issues, please reach out to LisaG on Twitter @LisaG_atDell and our Facebook page Dell Consumer Sales Support at http://tinyurl.com/y8jx84u
Boy, this is just pathetic customer service on Dell's part! I'm having the same issue of delay after delay on my order, which I placed 12/1. Est. delivery date was 1/7...for 3 weeks in a row, it has been delayed an additional week. I wouldn't mind as much, if I received at least an email when my order is delayed. Nothing from Dell!!
JohnsSister - sorry to read of your loss, Dell's failure to deliver, and the ensuing frustration/anger. I hope your orders will be received soon.
I know the laptops can never replace their Dad but I am so glad that Dell finally got them in the hands of his children. My thoughts go out to you in this time of grief.
Hi. I want to let everyone know that Dell got my niece and nephew their laptops. I spoke to a wonderful person @ Dell, and she was very sympathetic and did everything she could for me, and I believe that she is the reason the laptops got to my family. Thank you for everything Lisa! I also want to thank everyone who read my posts. This has been (and still is) a very difficult time for my family. My brother would be happy with the way Dell responded to my blogs. All he wanted at the end, was for his kids to have these wonderful gifts from him.
You really don't know WHAT you'd do if this happened to you. All I can say is that the LAST thing my brother asked me to do was to get his Christmas gifts to his children. They are not my children, they are my niece and nephew. I live halfway across the US and when I do visit them, believe me, the last thing I'll be doing with them is sitting in front of a laptop with them. I WILL be taking them out and doing things that my Brother used to do with them and making sure that they remember the awesome father and brother that he was. But, if someones last words to you were to ask you to do something that they knew they would not be able to do themselves, then I hope you would be up to it. Spending time on the phone with Dell while my brother was in the hospital and then after his death was not what I'be doing if not for my brother's wish.
safetytrevor
2 Posts
1
December 22nd, 2009 14:00
After reading this, and numerous posts of similar content I will taking my business elsewhere in the future. Knowing that Dell values customers so little and has outsourced many aspects of it's work oversea's
I am unimpressed with the direction of the company and I am dissapointed with Dell.
hrova
2 Intern
•
2.2K Posts
0
December 23rd, 2009 07:00
I am sorry to hear about your loss. I hope somehow through all of this you and your family, and especially his kids, are able to find peace.
I have been accused of being a Dell employee due to my support of Dell. However, the order issues recently have been absolutely unacceptable, and, even for those who are in good health, the frustration is understandable....
JohnsSister
5 Posts
0
December 23rd, 2009 07:00
Safetytrevor: Thank you. My brother passed away this morning. Never got to even see his 45 birthday (which is tomorrow) or his kid's opening their Dell's on Christmas. I hate to be so bitter, but one little thing, that I totally believe was possible if Dell had any compassion, could've have made his last days a little better AND his kid's Christmas a little better. Now, they get to find out they don't have a father 2 days before Christmas and then they get to find out that Santa Claus is not real. Thank you Dell. BTW, why don't you get your sales people, your so-called customer service people and the Dell bigshots together and at least come up with one unified reason that there are delays. I read an article that blamed it on hard drives and was told by Sales that it was Blue Ray Disc players holding it up. So-called customer service didn't give me any reason at all. They were "sorry" for my inconvenience. Dell, if you see this post, I'll be more than happy to supply the order #'s for my niece and nephew's laptops, just in case you want to try to do something now.
JohnsSister
5 Posts
0
January 11th, 2010 14:00
Dell does it again! My brother's kids have still not received their Christmas presents (Dell laptops) from their deceased dad (my brother).
I went on-line today and the ship date was pushed back to 1/15/10. I called the so-called customer service department and by the time I got off the phone, the date had changed to 1/21/10. I asked the very unfriendly Dell employee if this new date (as well as the previous 4 dates) was based on actual information or if it was just a fictitious date intended to pacify upset customers. She couldn't (or wouldn't?) even answer that question!
Look, I know that it probably isn't fair to all the other Dell customers who are in line waiting for their orders, but I'm still very bitter about losing my brother so unexpectedly and quickly and for the fact that his last request was for me to find out where his order was and to try to expedite it so that he could see his kids open them on Christmas! I think that Dell should move my brother's kid's laptops to the front of the pack and get them shipped out immediately. Again, I apologize to all the other customers who are waiting...but no kid (my brother's kids are 9 and 10) should have to lose their father -- the father who did EVERYTHING with them -- one day before their father's birthday and 2 days before Christmas! If I were in line for a computer and saw this story, I'd happily (yet, tearfully) fork over my place in line if it helped those kids. And, I'm sure most of the customers waiting for their Dells would feel the same way.
The ONLY reason I have not cancelled this order is because the day before my brother died, I gave my brother the news that the orders was delayed til 1/6/10 and asked him if we could cancel the order and get the kids something else. It was his choice at that time, to wait for the laptops he ordered -- he was so particular about the order, that I do not want to change it.
DELL: If you are monitoring this site, PLEASE do something about this!!!!! Get two sweet kids who just lost their dad, their Christmas gifts. I don't think that I am asking ANYTHING that can't be done. JUST DO WHAT YOU AGREED TO DO WHEN MY BROTHER PLACED HIS ORDER!!!!!
I will gladly provide the order number, customer number and a copy of my brother's obituary! Here's a picture of him.
stacilhall
8 Posts
0
January 11th, 2010 17:00
Dell, are your serious on this one? At what point do you guys take customer service into consideration? This thread should have never made it this far. This obviously speaks for the forum moderation by actual Dell employees. It is null and why have a forum for customers to get answers when no one actually from Dell answers?
I am so sorry for your loss and to add to it you have to deal with a company that doesn't really care. Your hands are tied but hopefully in the end you will get your order so the kids can enjoy their fathers last gift to them.
JohnsSister
5 Posts
0
January 12th, 2010 06:00
Thank you StaciHall. To be honest, I'm shocked by Dell's lack of compassion and assistance on this one. I hope to keep this thread alive until my neice and nephew receive their laptops. Its only because of my brother's wish to keep this order open that I haven't cancelled it.
stacilhall
8 Posts
0
January 12th, 2010 07:00
I have dealt with Dell for a very long time. They use to not be that way JohnsSister. I can remember calling with an issue about a year ago, Dell jumped through hoops to make the wrong right. I have never had an issue until the last six months. More and more I can tell I am not getting a rep from america but an out sourced over-seas rep when I call Dell. The last person who righted by wrong was an american rep. Not saying that the outsourced reps aren't helpful but they are given a script and really they have no compassion. They just want a job for an american company to better their life.
Dell has really lost the pride it use to take with it;'s customers. That is sad. Luckily more pc company's are letting you customize your build. I am sure eventually you will get your laptops, but I am sure Dell has lost you as a Net Promoter of their products and service. Which translates into many new customers you might have recommended if they hadn't done your niece and nephew wrong.
JillBauer
5 Posts
0
January 12th, 2010 11:00
Thank you Lisa. I appreciate your help in this.
Dell-Lisa G
1 Rookie
•
54 Posts
0
January 12th, 2010 11:00
As I mentioned in our conversation earlier, we are working diligently and have engaged many people to assist in getting these systems built and or at least some confirmed answers. I will keep you posted. Your family are in my thoughts.
Lisa
For US Consumer Post Sales Support, Unresolved sales issues and Win7 UPGRADE issues, please reach out to LisaG on Twitter @LisaG_atDell and our Facebook page Dell Consumer Sales Support at http://tinyurl.com/y8jx84u
bearcatnat
13 Posts
0
January 19th, 2010 20:00
Boy, this is just pathetic customer service on Dell's part! I'm having the same issue of delay after delay on my order, which I placed 12/1. Est. delivery date was 1/7...for 3 weeks in a row, it has been delayed an additional week. I wouldn't mind as much, if I received at least an email when my order is delayed. Nothing from Dell!!
JohnsSister - sorry to read of your loss, Dell's failure to deliver, and the ensuing frustration/anger. I hope your orders will be received soon.
stacilhall
8 Posts
0
January 26th, 2010 06:00
I know the laptops can never replace their Dad but I am so glad that Dell finally got them in the hands of his children. My thoughts go out to you in this time of grief.
JillBauer
5 Posts
0
January 26th, 2010 06:00
Hi. I want to let everyone know that Dell got my niece and nephew their laptops. I spoke to a wonderful person @ Dell, and she was very sympathetic and did everything she could for me, and I believe that she is the reason the laptops got to my family. Thank you for everything Lisa! I also want to thank everyone who read my posts. This has been (and still is) a very difficult time for my family. My brother would be happy with the way Dell responded to my blogs. All he wanted at the end, was for his kids to have these wonderful gifts from him.
throb78
10 Posts
0
January 26th, 2010 07:00
If my brother had just died the last thing on my mind would be the arrival date for some laptop!
What a disgusting materialistic world we live in.
Take your children outside, show them the world, make them feel alive and teach them that life is short and everyday needs to be special.
JillBauer
5 Posts
0
January 26th, 2010 08:00
You really don't know WHAT you'd do if this happened to you. All I can say is that the LAST thing my brother asked me to do was to get his Christmas gifts to his children. They are not my children, they are my niece and nephew. I live halfway across the US and when I do visit them, believe me, the last thing I'll be doing with them is sitting in front of a laptop with them. I WILL be taking them out and doing things that my Brother used to do with them and making sure that they remember the awesome father and brother that he was. But, if someones last words to you were to ask you to do something that they knew they would not be able to do themselves, then I hope you would be up to it. Spending time on the phone with Dell while my brother was in the hospital and then after his death was not what I'be doing if not for my brother's wish.
throb78
10 Posts
0
January 26th, 2010 09:00
Sorry it just seems a little odd to me. You´re brother´s dying wish was "please make sure those dell laptops arrive on time?"
I dont mean to offend, maybe here in Europe we see things a little different.