Since returning home, I FINALLY have access to my Dell laptop, a Studio 15, I ordered back in July. There was some confusion and much, much frustration over the shipping of the stupid thing, and even though I have it now--three months later--I am still sore over the whole situation. To begin, I ordered it during the peak 'back-to-school' computer season, and they told me it would be shipped within one week. Though I was about to head up north for a few weeks, I would be back down in Raleigh for a few days in mid-August to pick it up.
The annoyances first started when Dell began pushing back the estimated shipment date of the computer. It was delayed nearly two weeks, then when that date approached, again for another two weeks. After the first notification of delay, I wasn't sure if I would be in Raleigh to receive the package, so I changed my shipping address (via an online form) to have it sent to Massachusetts. However, when I was finally notified that the order was shipped, I tracked the location of the package and saw it was actually being sent to Raleigh. I called up Dell and asked them why it was being shipped to Raleigh after I had changed the shipping address. The customer service representative said for security purposes they can only send it to the address designated at the time of purchase. However, she suggested that if the delivery is unsuccessful (meaning DSL tries delivering it three days in a row, and if no one signs for it they eventually send it back to Dell) they would be able to then change the address for me. Unfortunately, I did not get in contact with my parents in time and that afternoon Dad unknowingly picked up my computer from DSL.
Since my computer was delivered to Raleigh and I was in MA, my second option was to fill out a "Pick up and redelivery" form on the Dell website. I filled out the form, requesting to have it redelivered to my current location. Upon submitting my request, the website said Dell would review it and notify me within a few days. I waited several days with no word from Dell and so I resubmitted the form. After another week or so, I again resubmitted the form. No luck. I eventually called customer service (I think I spoke with the same representative), and she said the online "Pick up and redelivery" form was no longer active and since my computer was delivered I was solely responsible for organizing a redelivery and Dell would have nothing to do with it.
I emailed Dell Customer Service, not once, not twice, but five times, asking for help. Here is an excerpt from one of my emails:
...I have two issues I hope Dell will be able to consider.
1) Why could I not have changed my shipment address after ordering the computer? Why did the website lead me to believe it was possible to change the address? If this just happens to be the Dell policy, then Dell could have at least been responsible enough to give me a more accurate estimate of the shipment delivery date (the date was delayed by 3 weeks). I understand that I ordered the computer during a very busy time of year, but it was not appropriate for Dell to delay the shipment date twice, without the option for me to change the shipping address. Dell should realize students go off to college during this time of year and addresses change!
2) Why is the pickup and redelivery service no longer offered? And more importantly, why is it still on the Dell website? I submitted a request three times, never aware the request was not getting through.
I hope Dell sees how this shipment issue has been unethical, that 1) Dell delayed the shipment by 3 weeks 2) I was unable to change my address and 3) the option to Pick-up and Redeliver, which is posted on the Dell website, is not available. After always using IBM computers in the past I decided to try Dell this time--I decided this because of its good reputation. Please help me by picking up and redelivering this computer to my current address.
Thank you,
Michelle Landstrom
However, NONE of my requests were answered--Dell never even bothered to answer my simple questions, like why my online Dell account allowed me to 'change' my shipment address (even though it wasn't actually changed), and why the inactive redelivery form was still posted on their website. I went as far as telling Dell I would return my computer if they did not provide redelivery, but they did not even acknowledge this threat. At this point, three months later, I finally do have my computer, though during this entire time I have had to use my 'on the verge of collapse' laptop I bought second-hand in Canberra. Since I have not received support, much less actual help from Dell's Customer Service (despite my two phone calls and five emails), I suppose complaining via this blog will be my only outlet against them. Ergh.
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