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Delayed shipping Complaint - Dell Computer Corporation
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Aug 1, 2003 Dell Computer Corporation complaint |
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On November 20, 01 I ordered a computer from Dell. Let me state that this was after much debate between a cheaper Gateway and a Dell which supposedly had much better computer service. I was told at the time that I ordered that the estimated ship date was 12/04.
I checked on the web later and it showed 12/07. No big deal I understood that the first date was an estimate. My problem though started on 12/07 when the ship date went to 12/14.
I called and talked to my sales rep Aaron Smith and he explained that the speakers I had ordered were backordered. He said that he could cancel my orginal order and place a new one with the computer and speakers shipping separately but that would change the ship date to 12/26 because it would be a new order with me going to the end of the processing line. We agreed it would be better for the original order to stand since the ship date on it was sooner.
The week of the 14th though the ship date started getting bumped a day every day. On 12/13 I called Aaron again to see if there was some way that the speakers could be shipped when they came in and the computer go ahead and go out. He talked to his supervisor and came back on and said he could offer me an upgrade to next day shipping, would put an expedite on the order, and would see what he could do to get the computer to ship now and the speakers later.
He also explained that if we changed the order it would push the ship date after X-mas. On the 14th I checked hoping to see that the computer had shipped and that the speakers would ship later. I had explained to Aaron on the 13th that I would be much happier looking at a computer without speakers for a while than nothing.
On the 14th I called customer support to see if there was anything that they could do, especially since I knew I was not the only one having this problem and we now pasted that magical ship date of 12/26. I had e-mailed them and was told that do to their large volume of e-mail I should call to resolve the problem. After spending almost 2 hours on hold I was told that I needed talk to Aaron because no one had the ability to change an order other than the person who placed it.
We tried contacting Aaron and got voice mail. I asked why Dell could not ship the coputer and the speakers later and was told that for them to do that that manufacturing would have to track what computers had shipped without speakers to be able ship them later and that they would wait until the speakers came in rather than do the extra tracking. To help keep me as a potential future customer, I would like the following: I think it is time to remind yourself how Dell got it's reputation for good customer support.
Telling the customer that they are not worth the extra work is not what I view a way to keep customers. I realize that this may be a rare occurrence but why not take the extra step to keep the customers happy. How many people do you think ordered computers for X-mas and are going to be unhappy that they have nothing to put under the tree because you would rather wait until the speakers come in to ship the system rather ship the system and do the extra work to track which ones need speakers later.
I think it would save you money to change your shipping practices rather than spend the money to upgrade everyone who does call and complain to free next day shipping. It would be cheaper to send the speakers separately than next daying the system not to mention the extra space you lose storing them until they are finished. Also the issue of the only person being able to make changes to the order being the the orginal salesperson has been addressed before.
I think it should be changed too. I shouldn't have to wait to talk to one paticular person to make changes. At the very least I would like a response from your company regarding this incident.
Thank you for your time.
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