Dell update

Here's the email I sent Dell last night on arrival back from Belgium (a subject on which I shall write more later). I've removed the name of the customer service agent I've been dealing with via email. Apologies for any formatting issue, probably to do with Chrome, Gmail and Blogger not playing nice with each other. I blame Dell, as I'd actually bother to work this out properly if I was using my new shiny laptop!

Dear XXXXXX,

I have now returned from my holiday, and despite this being about the
eighth promise of an update, I notice there is still no news, despite
the fact you mailed this promise on Wednesday.

To be clear, I have been made the following promises:

1. On August 18th, I was promised a response by the end of the day.
2. Having called at 5pm that day, I was then told the response would
be on Thursday August 20th.
3. On August 20th, I called and was told by the supervisor that a
response would be forthcoming by the close of play on Friday August
21st. The supervisor assured me that the matter had been "escalated
with the courier".
4. I called at 5:15pm on that Friday, to be assured an updated would
still be forthcoming that day.
5. As you can see from the email thread below, you emailed me on
Monday 24th to assure me of an update by the end of that day.
6. On Tuesday 25th I was then emailed and told on the phone that a
response would be forthcoming by Friday 28th. At this point, I
informed the customer service agent I was talking to that I would not
be in the UK for the working week ending September 4th.
7. On Friday 28th, I called again to be told that an update was not
then expected until Tuesday September 1st.
8. On Wednesday September 2nd you sent the email below promising an
update by the end of September 3rd. It is now late in the evening on
September 4th.

This means that Dell Customer Service have now missed seven seperate
commitments for an update.

On Tuesday, I was contacted directly by the courier with a return
number in Ireland. Despite being on holiday and therefore having to
pay roaming charges on top of the outrageous amounts typically charged
by mobile companies for international calls, I returned the call to
the courier. I was informed that having now confirmed that I did not
know "J Jones", they would now need to interview the driver. This
was a full fortnight after I initially raised the issue. When I
expressed my dissatisfaction about this, I was told a) that the
courier might take until September 6th to complete their investigation
(I presume she in fact meant the 7th, the 6th being a Sunday) and this
was what the SLA with Dell was. I was further informed that from the
point of view of the courier, the issue was only raised on August 27th
- nine days after I initially raised the issue and a full week after I
had been reassured by one of your supervisors that the issue had been
escalated with the courier. Clearly it wasn't escalated very well!

On returning from my holiday, I have received confirmation from my
bank that the money Dell took off my credit card has now been credited
back to my account. Considering the way Dell have handled this
matter, I am going to take some convincing to allow the bank to
release the money back to Dell.

I would therefore like to ask the following questions to Dell:

1. Why have you consistently failed to meet any of the seven
commitments regarding issue update/resolution that I have been given?
2. Why is the courier company (Walsh Western) saying it took nine
days before they were asked to investigate the misdelivery?

Kind regards,

Thomas Bridge

Why I will never buy from Dell again...

I had hoped that I might be typing my next blog entry on a brand new Dell laptop, which I ordered a couple of weeks ago. Oddly enough, this was a big thing for me - despite my advanced age of 34 and my general geekery, I have never actually bought myself a laptop - the three laptops I've had since 2000 were all company laptops which to a greater or lesser extent could also be used for personal purposes - though being moved to my employer's standard build a few months ago meant I couldn't really do anything on my laptop.

This was a problem for a few reasons - I couldn't install the software I needed for my Open University course, the laptop only worked for internet access when connected through the corporate VPN, but the most significant thing is I'm leaving at the end of next week with a view to going contracting.

So having decided I couldn't really justify the expense of a new Apple, I placed an order with Dell for a generally well specced, beefed up laptop. Yesterday I received an automatic call saying "your new laptop will be delivered tomorrow am". Generally quite impressed - they've only taken about ten days to assemble the laptop and ship it from China. (Yes, I'm the sort of saddo that regularly checks the shipping info on their site to find out where the laptop was).

And that's where the entire thing fell apart.

I spent the morning at home on tenterhooks waiting for the doorbell to ring. Regular checks showed me that the laptop had left the depot in Chelmsford at 9:45.

And I waited.

And I waited.

And I waited.

By two o'clock, I was starting to wonder where the laptop had got to. At quarter past 2, I reloaded the shipping page to discover it had been signed for at 12:08 by someone called "J Jones." I've no idea who J Jones is.

So a quick call to Dell.

Me: "I'm wondering where my laptop is. According to the shipping stuff, it's been delivered, but it's not here! It's signed by someone called J. Jones, who I've never heard of"

Dell in Delhi(*): "Please hold Sir... Sir, according to our records, the laptop is delivered and J. Jones signed for it".

Me: "Yes, I just said that. The thing is, there's no J Jones here. We've been here all morning, so it's not like the delivery people left it with the neighbour. Not that I think we have any Jones as neighbours".

Dell: "i'm sorry Sir, but it's marked as delivered."

Me: "No it isn't".

Dell: "Well Sir, I can ask the carrier to send us the slip, which I can then email to you."

Me: "which will prove it was signed for by someone I've never, ever heard of. Can't you just take my word for it now?"

Dell: "Sorry Sir. I need an email. I will contact you by end of the day".

I rang them an hour later, to get the "no news message." I did suggest that while they were at it, they should find out where the laptop is (if it's been misdelivered to another house in the village / borough / county I'm sad enough to drive over to get it!). I also tried to contact the courier company direct (Walsh Western, now Syncreon) but their automated systems can only tell me the laptop is "delivered".

At 5:30, I call back, as I still haven't received my email. Dell in Delhi informed me that that the lady I had dealt with earlier had gone home, but it would be 48 hours before they would get the slip from the courier. When I get through to customer service, they are about as much help as Gordon Brown is to Labour's re-election prospects. At this point I decide I've had enough - I want to cancel as the alternative seems to be fighting Dell's multi menu system to get through to people who can't tell me what's going for at least another week. I'm then informed that I can't cancel the order until "their investigation is complete" as the laptop has been "delivered". My insistence that:

• It hadn't been delivered to the delivery address.
• It hadn't been signed for by anyone known to anyone at the delivery address.
• I reminded them that Dell that on their own website it's very clear for security reasons they will only deliver to the address on the credit card. They clearly have not done this!

was met with a response of "it's delivered Sir".

The day ended with my calling Halifax and disputing the payment to Dell. Updates will follow!

(*) - I don't know that's where Dell's call centre actually is, but the lack of Irish accents and the prevalance of Indian ones on the phone plus a vague recollection of some Irish news reports makes me think I was talking to an Indian call centre, and I can't resist the alliteration.