Friday, November 6, 2015

What happened to Dell?

We've owned a few Dell laptops over the years.  My first laptop was a Dell, and I've always held a high regard for Dell customer service from that first experience with them over a decade ago.

So what happened?

I suspect Dell just got too big and outsourced their customer service.

It was time for me to upgrade and get a new laptop, and I was pleased with the Consumer Reports ratings and with the specs and prices on the Dell website.  My wife placed an order for a new laptop for my birthday two weeks before my birthday.  It wasn't anything fancy or customized.  It was a standard configuration laptop listed for sale on the Dell website.  The delivery date was estimated to be September 25th. 

Two weeks later, we're a little surprised we haven't seen any email or notification from Dell.  No shipping notification.  No order status update. 

Late on the evening of September 25th, my wife called Dell and asked for a status update.  The representative on the phone was a little incredulous and said, "The estimated delivery date is September 25th, that's today."  Yes.  That's the point.  It's way past sunset and there aren't any delivery trucks on the street.  Did it even ship yet?  The customer service rep on the phone was totally useless.  She couldn't even tell us if the laptop had shipped or how soon it was estimated to ship.  She just kept insisting that the estimated delivery date was September 25th so we should just be patient and wait and see if it shows up.

Two WEEKS later, the Dell website STILL said the estimated delivery date was September 25th.  My wife called Dell customer service again, and my jaw hit the floor when the rep did the same as the previous rep and just read the status off the screen, "the estimated delivery date is September 25th."  NO SH&T SHERLOCK!  WE CAN READ THAT ON THE WEBSITE!  THAT WAS TWO WEEKS AGO! 

Am I being unreasonable to think that if the estimated delivery date has come and gone by more than a week that the company should update the orders status and revise the estimated delivery date???

ANOTHER TWO WEEKS go by.  On October 25th, the Dell website STILL said the estimated delivery date was September 25th.  My wife called Dell customer service again, and the rep proceeded to tell her that one of the components on the computer that I ordered (the Solid State drive) was backordered with no estimated delivery date, and she told us that Dell would have to cancel our order and order something different for us.  My wife handed the phone to me.  The rep tried to sell me on a couple of other laptop models that were not as capable as the one that I ordered.  So I just cancelled the order all together.

After consulting the Consumer Reports ratings again and looking at the customer reviews and prices on a few websites, I placed an order on the Best Buy website for a Toshiba laptop that was very similar to the laptop I had ordered from Dell.  It shipped the next day.  I had it 3 days later.  It works great.

Well done Best Buy.  Sadly, Dell has lost my business.

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