Dell Computer Support Ticket

Created By:	mckarlo	Last Reply:	mckarlo
Priority Level:	[High]	Status:	[Open]
Created:	11 months ago	Last Updated:	11 months ago
Department:	N/A	Replies:	0
Product:	Customer Service

Dell Computer seems to be taking two steps forward and three steps back in terms of customer satisfaction. Acting on a recent promotion advertised in my Sunday paper, I placed an order directly with Dell on Sunday afternoon. The Dell circular promised shipping by the next business day (after order) and free two-day business shipping.

While placing my order on 12/14, the sales agent that helped me indicated that my ship date would be 12/19. When I mentioned the flyer promotion, he corrected himself and assured me the computer would ship 12/15 and should be received 12/17.

After not receiving any communication from Dell for two days, I phoned on 12/16 to check the order status and was told the new computer is not expected to ship until 12/22. I discussed the above with the agent and was told there was nothing they could do, because they're overwhelmed with orders. When I asked if my shipping could be upgraded to next day, instead of two-day, I was told that was not an option.

To be more specific, I was told...
"I checked with my manager and we are unable to add nbd delivery to your existing order, we would have to cancel it and then re enter the order which would lead to a new shipping date."

At this point, I have no idea when my computer will ship, as all former commitments and promises made by the company have been broken and they have not demonstrated any desire to take responsibility for their actions.

At a minimum, I would expect Dell Computer to upgrade my shipping to next-day (without cancelling my order). I made my purchase based on the availability and shipping promises made, which have not been honored. Furthermore, there's been no indication that Dell has any plans to do ANYTHING at all about the situation. In fact, as I type this note I see the home page of their website still touts "Buy Today, Ships Tomorrow".

Sincerely,

Hoping before Christmas

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