Dell nightmare

[CUDDLES]

Hello everyone,
first of all thanks to all the folks who have helped me in the past, I love this site.
I feel guilty as I always seem to be asking for help!

Anyway long story short, I ordered a new pc from Dell on Friday 3rd September(I know what some of you guys mentioned on previous threads about Dell, you're probably thinking 'well I told you so')
The sales guy who was really nice ,said that I would get the machine the following week around Tuesday 7th, anyway over a week later and no pc.
Judging from their online tracking system, it reached the UK from Ireland on Thursday 9th & was passed to another carrier on Friday 10th.

On Monday I only received the speakers, and have spent the last few days on the phone to two different delivery companies ,who between the two of them seem to have lost the rest of the goods.

Anyway both delivery companies gave up and said to contact Dell, I'm now in contact with a polite Indian gentlemen in India, who said that "the only thing he needs from me is time" & "he hopes that I will cooperate with him"!
He said that it would take at least 24hours to look into things as he is so far away from the action, and that he would compensate me in some way.

Anyway, I've tried to keep this short but sorry I've gone on a bit, the actual question is:

1.What sort of compensation should I ask for? reduction in price? software

2.I think I've managed to get hold of the Dell UK MD's email address, any advice of what to say to get my pc delivered asap?

I would appreciate some help, as I'm not good at this sort of thing.
I'm also stuck ,as I have no pc to trade with, as my old Dan is broken.
Thanks for your help
Cuddles

 

[stevet]

you must be losing way more from not trading than the cost of the dell -i know i just got stuffed on a dell trade for a lorry load worth of their computers! - i'd get yourself down to your local computer shop, get kitted and get trading - whose gonna pay you for you time dicking around arguing with dell

 

[Mr. Charts]

Sorry to hear about your problems.
I was about to plan my order for a new set up of two screens, wireless router for adsl plus a separate networked PC, printer etc.
Your experience has made me think again - thank you.
Does anyone know of a reliable alternative supplier?
Richard

 

[stevet]

get them made to you own spec by a techie shop - dont cost anymore - and you know you have the latest spec to any level you want - fast processors, latest motherboards, 10K sata discs , cool running cases - or lower spec - whatever - but you only get the level you want without paying for anything you dont want

 

[Skimbleshanks]

The one thing which really gets them to take you seriously is to ask for your money back. Giving a refund is awkward as it needs internal authorisation and so questions are asked, etc. So they will bend over backwards to sort out your order as they don't want the even greater hassles involved in giving you a credit.

I wouldn't be surprised if you found that the remains of your order were 'found' within a few hours! LOL

 

[Glenn]

I have used Dell at work (Blue Chip IT Services company) and at home for many years.
We have 4 Dell PC's at home, 3 of them linked on a wireless network, all PC's bought in different years and delivered quickly with no problems.
Only one hardware problem since 1997 when we bought the first PC.
I find their service commendable and their products first rate.
Glenn

 

[AlexAndrews]

As a techie, (a) I would not have ordered from Dell in the first place, and (b) in your position would, as some have suggested, cancel the order (breach of contract?) and go down to your local computer shop. i'd be really surprised if taking a custom build were to cost more than the Dell equivalent, and having purchased it locally from a small business is worth its weight in gold if something does go wrong.

Al the best,

Alex

 

[Mayfly]

Even better, tell Dell that you’re drawing attention to their various and manifest deficiencies on a public website, with circa 18000 plus members. That should get them interested.

Dell is pre-eminently a Sales & Marketing organisation IMO. What else did you think you were payingb for – there’s much better value elsewhere?

Don’t forget to include the link in your correspondence.

HTH

Cheers

Mayfly

PS The IRA have probably got the kit - it's been a problem for years!

 

[trendie]

I must be the only satisfied Dell customer then !!
Laptop, plus desktop, flat screen.

delivered on-time etc.

All hunky-dory.
but, I guess, you didnt want to hear that.

 

[Mr. Charts]

Yes actually, trendie!
Because one person has a problem and voices it doesn't detract from a larger number being happy with the product.
Of course if ParcelForce is involved that explains non-delivery. ..............
Best wishes,
Richard

 

[zambuck]

We have used dell machines in office, in home, on holidays etc for last 12 years now and I don't think I will go to any other supplier as the hardware and service is first rate....

I am sorry to learn about the problems rgarding Dell....I must say that is news to me....

We had only two hardware failures in last 12 years and were replaced by their engineers very quickly indeed....

 

[CUDDLES]

ahhh thanks so much for all the replies, that's really sweet, I don't feel so alone now.
I've got some ideas now, refund - Skimbleshanks, thanks
I'm going to compose a letter/email to the complaints department etc.
Any other suggestions then please feel free.......it's gonna take a while for me to put something together.
Cuddles xx

 

[zambuck]

We have placed order for three more machines only yesterday....and it should be with us in 2 weeks time, we are told...

I will keep you posted as to what happens...

 

[alliance]

Hi cuddles:

I had a problem with a Tiny laptop 4 yrs ago...was delivered etc on time but kept crashing. I found out the CEO's fax number and faxed a lengthy letter of complaint to them threatening all sorts incl Watchdog and also suggesting CEO did a BBC "Back to the Floor" stint. Result was a phone call to my mobile next morning, aplogising and offering an immediate replacement with slightly upgraded processor, and approx £600 worth of software free. Most of the freebie software I never used, but found plenty of friends who were happy to benefit. All in all I was pretty impressed...especially since I am still using it without a single problem 4 yrs on. Contemplating a new one, but as local shops tend not to build laptops I would certainly consider using Tiny again.

My advice...fax the MD/CEO, but know what compo u want prior to doing so, and stick to ur guns!

Good Luck!

 

[boy]

I bought a Dell twin monitor set up a couple of months back using the Dell web site, no problems at all with the delivery or the system itself - Dell are giving some great deals at the moment.

 

[stevet]

i am getting the distinct feeling that cuddles must have made a play for mrs dell at some point and its payback time for cuddles

never cross a billionaire

 

[dunlop]

complaints department

cuddles.
go for the throat,no more mr nice guy/gal. why take any delays,fobbing off?,dont forget its your money!.i had "problems" with pc world a few years ago,lost weeks of trading as a result,probably shortened my life as well.
if all else fails ring dell office.

 

[olwenh]

I've had 2 Dell's in the past and my current one is a self build from a local supplier.

Both Dells were 2nd user systems - fantastic value , 1 was a laptop.

1st was no problem but I did have a problem with the delivery of the laptop. It was a long time ago, but I think there was something missing re the modem connection.

The frustration of being 'looped' into their voicemail system and actually getting hold of someone who would take resposibility, I still remember to this day.

My next and current system i opted for self-build from the local supplier - 2 years ago. I wouldn't do it again. I got what I asked for (and I was very specific as I used to be in IT ) and I've never had a problem, but I strongly suspect that the quality of the components was at the cheapest end they could manage and I keep expecting it to keel over any day. My Dell laptop which is now used by my 10 year old son and bought about 6 years ago is still very robust - but of course slow.

To summarise, I think Dell are fantastic so long as there are no problems. Once you hit a problem you could go grey. But my next pc will be a Dell (2nd user of course), you just don't need to pay for 'brand new'. I would also strongly recommend that anyone takes out their 3 year on-site extended warranty. (if they still offer it.

just my opinion.

 

[Beach Runner]

Another satisfied Dell customer here. I've got 2 and use them both (one's pretty old). No problems at all.

 

[ChartMan]

Dell's are good. No two ways about it. We use them for all our systems delivering multi level ,multi media, streaming video, Direct X ,multi screen blah blah. Not too many systems do that ...
Your gripe is that spomeone has likely "stolen" your system. After all, it has DELL plastered all over the boxes. They really need to come in a plain brown paper bag....
What to do? cancel the order as you believe your system is permanently lost by the carrier. Offer to keep the order in place if they ship another system in 48 hours, and you, of course, will refuse delivery if your previous order shows up. How will you know the difference? Ask them for their shippers tracking number. Every parcel has one.
Good luck.