I ordered a laptop through Dell back in June for my son. My son will be attending his first year of college at an out of state school. The college he is attending had some minimum requirements for laptops. The college's I.T. Department supports Windows XP Professional. The laptop I built and ordered had Windows Vista but Dell assured me that they could change the system to Windows XP Professional. Dell waited until the beginning of August to advise me that they could not build the laptop as requested. After getting nowhere with Dell, I was forced to cancel the order. I still believed in Dell and started a new order August 12th. This time, I built the laptop with Windows Vista.
The estimated ship date was 8/24/07, still in time before college classes started. I continually checked the order status on-line. Each time I did, the status read "In production". I called Dell several times and each time was given a case number. Each time, they assured me that the laptop would be built and shipped on time. I called again August 23rd. Dell assured me that the laptop was going to be built and shipped by August 24th.
I called again the morning of August 24th. The voice recording stated that my order was in the "boxing" stage, which meant that it was being boxed and shipped. I got home later that afternoon and saw that I had a email notification from Dell stating that this was the "first" notification of a delay and that the laptop had a new "estimated" shipping date of August 31st. This is a serious problem as my son will be starting college without a laptop.
I have not gotten anywhere with Dell even though I have called over seven times and have spoken to seven different Dell Case workers. Each time that I talk to a case worker, they assure me that someone will be calling me back. I have yet to receive one call or help with this problem.
Read Next Complaint >>
