log of what's gone on with Dell.
September 4th - I ordered the PC through the automated configure your pc option on the Dell website. I upgraded the sound card. I also chatted with an order specialist to find out what kind of 1394 port was included & as none was – what kind of card I needed to buy. They told me which one & explained how to add it to the order.
- I received the sound card 1st – an individual package. It should have been installed in the PC.
- I called and after about 40 minutes with customer service & then their manager & then his manager, got agreement that when all parcels arrived a tech person would come to install- - I was told someone would call on Sunday 9/12 to check if all parcels arrived. They understood the 1394 card hadn’t arrived yet but was on it’s way – not installed in the PC which also had not yet arrived.
- no one called on Sunday
- I called on Tuesday 9/14 and asked for the tech support that would come to my house
- There was no record that a tech support at home install had been agreed to
- After a lot more time on the phone, eventually I got another customer service manager who approved the tech support
- Then I find out it would be 2-3 days before tech support would even call me to set up an appt and it could be 7-10 days after that before they were at my home.
- As I actually need this PC - I agreed to try to do it myself with the help of tech support over the phone.
- Tech support helped me open the chassis, and as it turns out - the card that was ordered with the system, with the help of online order help chat - didn't fit the system - not even close. As a matter of fact - I was later told that Dell didn't have a 1394 card for this system
- At this point - I decided it was time to just return it - it doesn't have what I need & now it's a week later an several hours of my time - and no closer to having what I need.
- I spend another lengthy call (45 minutes plus) finally getting another customer service manager (Ajid - 4540607) to get the return set up - I explained that I had multiple boxes to return. He said that would be fine they would pick everything up by Thursday 9/16. He gave me a service request but no RA#
I get an email from Dell about Fed ex – I read it Thursday morning - it’s a return pick up notice - and it's for 1 box – just the PC – not even the monitor. It clearly states that if anything is incorrect – they can’t take the shipment. I have to call Dell Customer Service.
- Friday 9/17 - I call Ajid - 3 times - no return call - so I start going through customer service again & get an agent that insists that only the PC chassis return had been authorized & I would need to talk to the returns department to get the rest authorized.
- Friday 9/17 - I requested a manager –and the service person argued with me - interrupted me several times & eventually told me if "you want to wait on hold for a manager that’s your business but they are just going to send you to the returns department" - and he transferred me - to a disconnect.
- Friday 9/17 - I called back and eventually got to a customer service manager (I refused to even discuss the issue with the 1st level) who again said they would authorize the return for the 5 other items and that they would fix the request for the system to include 2 packages (monitor and cpu).
- Saturday 9/18 morning - I look at the email from dell for the return & notice that only one of the two RA's had the address changed to my home for pickup. I call Dell support - a number I now know from memory - and find that your customer service call center is closed on Saturday. The voice says I should go on line. I go on line & there is no links for returns. So - once again - I'm waiting to "chat" with someone. The chat referred me to a different call number (9896 instead of 9897).
- Saturday 9/18 morning - I call the 9896 support & get a representative to talk to - when I started to explain that I wanted to change a return auth pick up address she interrupted me and asked if I would like to return something - I tried to say please don't interrupt - but she kept firing questions at me - and so then I said - how about if we let me talk - and I said this right over all the questions she was asking. So - she hung up on me.
- Saturday 9/18 morning - I call the 9896 number back. I get a different representative I ask that the address be changed on a return & if he can do that. He can. I wait a few minutes. Then he asks for the address. I said - you have not even asked me which return I want changed - he said very smugly xxxyyyzzz (not the actual number). I said no - that's not the one. Then he asked me which one, brought it up on his computer & took the address. Then he goes on to say when do you want this picked up? I said I don't want anything else about this changed. I said it was to be picked up 24-48 hours from yesterday – that would make it a Saturday/Sunday pickup. He said - it will be picked up by Sunday – he said that like 3 times. Then he said - no - it will be picked up on Tuesday. At this point - I am resigned to accept the fact that Dell support people are incompetent. I have no confidence that UPS will arrive properly to pick up the package. I know this is not the last entry in my little dell nightmare log.
- By the way - during the conversation about changing the pickup address - I asked if I'd get an email confirming the change to the pickup (since I got the email notifying me of the pickup) - and the answer was ...sorry no ma'am. Oddly enough - at the end of the call he asked me to confirm me email address. -
- On Monday, 9/20 - I got this email????? The computer is at my house waiting for pick up – I am at work – I have not idea what this email is actually trying to tell me.
Monday, September 20, 2010 8:15 AM
From:
"us_dell_returns@dell.com" Add sender to Contacts
To: me
Dell Return Reference: 136744464.
Authorized return tracking number(s) for your return:
1Z3V714V2698403293 (PERIPHERALS AND SOFT)
KATHLEEN MCGONIGAL,
This e-mail confirms one or more packages related to the above tracking number(s) have shipped and are in transit.
We will send you a final notice of delivery when your package(s) arrive at Dell. To check your delivery status, you may track your package(s) on the UPS website below. Note: if you shipped multiple boxes, they may be delivered at different times.
http://www.ups.com
PLEASE DO NOT REPLY TO THIS EMAIL. This email is for informational purposes only, and the address will not be monitored for responses.
Sincerely,
Dell Customer Support
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