Ordering with dell is a frustrating experience

I had a very similar issue with the exact same item.  I ordered an Alienware AW2310 120hz monitor on Feb 23.  Dell claimed it had shipped and would arrive on March 2.  The 2nd rolled around and guess what - no delivery.  FedEx said they hadn't even picked it up.

I called the next day (Mar. 3) and the first customer service agent had no idea.  He said it didn't look like the item was even in stock, so he transferred me to a "specialist".  The specialist said the order got lost in their warehouse, but the item was in stock.  She said she would generate a new order and it would be shipped out next day air.  She informed me that I would receive a couple e-mails - one would be an order confirmation and another would be a shipment notice with a tracking number.  She verified my name, address, and e-mail address.

By yesterday afternoon (Mar 4) I still hadn't received any e-mails so I was starting to worry.  They had already promised me a "shipped" item, but I had received no communication whatsoever.  I decided after all of this hassle that I would be better off to cancel the order - if it's this hard to order something from Dell, what is the RMA process going to be like if something goes wrong?

So I call the cancellation department and they tell me they can't cancel my order because it was already shipped.  The 2nd person I explained the situation to said he was able to assist me.  He said my new order was scheduled to arrive on March 12 (news to me) and asked me if I wanted to wait.  I told him no way after all of this hassle.  He put me on hold for a while, then came back and said it was canceled, gave me a confirmation number, and said "goodbye".  It would have been nice if he had given me some time frame as to when I could expect my refund, but no.

As of now, I've received no e-mail confirmation for the cancellation and my order status still only shows my original order which says it was "shipped".  Here's hoping I actually get my money back.  A very frustrating experience indeed... I think I'll just find a competing product elsewhere.

Thats funny, same situation as mine...

I called two days ago and i cancelled the glasses, they said they were out of stock. I later on ordered from nvidia.com and got the glasses today with no shipping lol.

They told me the same. I was going to get it the 12... i hope they are not wasting my time. Dell is a bad bad company. I am sorry but this is the last item im ordering from them. Two years ago i had the same issues with an xps..

More bad news... My OPTX 2310 was actually reported delivered. It took 4 Dell reps, but I finally got the to agree that the Monitor could not have been shipped in a 6 in. cube box that weighed 1 pound. So they re-ordered it and the "status" progressed to a post build/ready for shipment (what ever that was called) with a ship date of 3/8 for 3/9 delivery verified through the phone status report.

Today, since my system is now here, I double checked and the OPTX 2310 has regressed to the build stage.

No glasses with the system.

Update. This Morning I received an update that my ship date was March 11th.

This afternoon the ship date had been moved to March 31st.

I think a Plan "B" is in order!

And as i said it.. i was played by a fool. A guy called me this morning to cancel my order.... Already bought the acer and will be here tomorrow :)

We- My new Samsung looks real good. I may never know what I missed, if it ever would be delivered. Hope the Acer works well!

Looks like I did the right thing canceling my order a while back.  However, I still haven't gotten my money back.  I called two days ago to confirm that they were indeed in the process of refunding my money and was told it could take up to 10 business days.

Dell sure didn't have any issues taking my money the day after I ordered but they've been sitting on it for 2 weeks now and don't seem very inclined to give it back.  After the hassle I've gone through there's no way I'm ordering something else until I get my money back.  I don't trust them one bit :(

Hi,

I've also had a disappointing experience ordering a computer from Dell.

I had paid for a Dell Precision M6400 at the end of January and it was supposed to be delivered by the 17th February. By that time the online status order had changed to the 11th March, though I had not received any notice from the Dell salesman, to whom I sent an email. He replied that they were having problems with some internal components.

On the 28th February I checked the order status and it said my order had been cancelled. Again, not a word from the salesman. Again, I emailed him. He just said that it wouldn't be possible to ship or book that laptop again due to the problems they were having with the components and that Dell would refund me the money. I've demanded a compensation from Dell for making me waste my time but the salesman has not replied to my emails.

I am waiting for the refund and I will file a complaint to Dell, because I feel the need to place on record that I'm not satisfied with their service. I also wanted to post my case on the forum for the same reason and for others to learn what they can expect from Dell.

Tell me how you were able to get someone to talk with you about a refund.  I purchased  Studio 17 laptop in September of 2009,it died on Ferurary 18 of 2010.

I have been talking with customer service in India since February 19,first they wanted to send me a "refurbished computer" never got it. Then when I sent an email to Michael Dell,someone called me and said they would send a new computer and would be getting back in touch with me to let me know ship date. I can't reach this guy,always on phone and have to leave a message.  Never calls back of course. Still waiting....so if you have a number or name or email,please let me have it. 

And in case you have not ordered a Dell,DON'T EVEN THINK ABOUT IT!!!!  CUSTOMER SERVICE IS TERRIBLE!

Now I'm kinda scared...I ordered a dell studio 1558 on March 6th, with an EDD of March 22..It's supposed to ship tomorrow.

What's the likely hood that I'll get it on time.

it has a i3 processor

320 SATA HD

15.6 HD display

..ehh.?

I put in my order for a new insp 15 laptop about 2 weeks ago, and I still do not even have a delivery date.

So I am getting a little frustrated myself.

I wish I could get a delivery date or something pretty soon.

Here's another update to my ongoing battle to get my money back (on an order that I now ordered 3 weeks ago and never even received).

I called back tonight to see if I could get an update on my refund since it's been almost a week and I haven't heard anything.  The representative I spoke to tonight said that there was indeed a cancellation in the system but that a refund had never been processed.  I guess to Dell a cancellation doesn't automatically mean refund?

So this time I was told that a refund would be initiated and that I would received my money in 10 to 15 business days (even though I've already been waiting for 7 business days already - that doesn't seem to matter).

But really, 10 to 15 business days?  I sent a defective item back to Amazon a couple months ago and had my money back in a day.  In this case, Dell doesn't even have a return to process either considering I never even received the thing.  I honestly don't understand how a company like Dell - primary an online retailer - can have such inefficient processes for tracking orders, shipments, cancellations, and refunds, especially in this day and age.  I'm starting to think they run the entire company off of Excel or something. :emotion-4: