Dell terrible customer service

[alexD]

Just got off the phone with Dell. My 10d order was cancelled without any

warning. Ordered it on Oct 2nd, was told that it's in stock and will be shipped in 2 weeks. Since then no customer service, all calls routed to India where people could not care less about the order,camera or me.
Very upset and will never buy anything from dell again.

I know that the camera is a hot item, but they should not have taken the order if they can't fullfill it.
Does anybody know a way to send a complaint to Dell corporate?
Thanks for letting me vent.
Alex

 

[RichW]

Just got off the phone with Dell. My 10d order was cancelled
without any
warning. Ordered it on Oct 2nd, was told that it's in stock and
will be shipped in 2 weeks. Since then no customer service, all
calls routed to India where people could not care less about the
order,camera or me.
Very upset and will never buy anything from dell again.
I know that the camera is a hot item, but they should not have
taken the order if they can't fullfill it.
Does anybody know a way to send a complaint to Dell corporate?
Thanks for letting me vent.
Alex

 

[catman]

Not to rub salt in your wounds. But they did fullfill my order of the 10D ordered on 10/3. Did you not get ANY phone calls? I've received 3 from them over my 1 month wait. If you didn't, I suspect they didn't put your phone number in correctly since those calls were automated calls.

Just got off the phone with Dell. My 10d order was cancelled
without any
warning. Ordered it on Oct 2nd, was told that it's in stock and
will be shipped in 2 weeks. Since then no customer service, all
calls routed to India where people could not care less about the
order,camera or me.
Very upset and will never buy anything from dell again.
I know that the camera is a hot item, but they should not have
taken the order if they can't fullfill it.
Does anybody know a way to send a complaint to Dell corporate?
Thanks for letting me vent.
Alex

 

[alexD]

Huycat:

They did not contact me over the phone or by email. What sort of voice mail did you get? Where you supposed to respond to them and cofirm the order?
By the way, how do you like your 10d? Any autofocus issues?

Just got off the phone with Dell. My 10d order was cancelled
without any
warning. Ordered it on Oct 2nd, was told that it's in stock and
will be shipped in 2 weeks. Since then no customer service, all
calls routed to India where people could not care less about the
order,camera or me.
Very upset and will never buy anything from dell again.
I know that the camera is a hot item, but they should not have
taken the order if they can't fullfill it.
Does anybody know a way to send a complaint to Dell corporate?
Thanks for letting me vent.
Alex

 

[cp10932]

Just got off the phone with Dell. My 10d order was cancelled
without any
warning. Ordered it on Oct 2nd, was told that it's in stock and
will be shipped in 2 weeks. Since then no customer service, all
calls routed to India where people could not care less about the
order,camera or me.
Very upset and will never buy anything from dell again.
I know that the camera is a hot item, but they should not have
taken the order if they can't fullfill it.
Does anybody know a way to send a complaint to Dell corporate?
Thanks for letting me vent.
Alex

 

[theplumber]

My order, also, was cancelled last Friday (10/31). Called Saturday and talked to several people for 90 min. They could do nothing. SKU no longer in system and all that. Ordered from Best Buy, out of frustration, on Saturday. Decided to e-mail my salesman on Monday. He was already on it, (I had been calling weekly to check on it). By the time I talked to him about noon, camera had already shipped. Supposedly next day. When I got the tracking info, it had shipped ground. Tenn to Calif. Should be here Friday. Very frustrating! All I can say is I was warned about Dell on this forum.

I had a very good salesman who kept up on it. When it was cancelled he went to bat for me. It seem salespeople make the difference at Dell. Now I have two cameras coming, both to be here on Friday.

Just got off the phone with Dell. My 10d order was cancelled
without any
warning. Ordered it on Oct 2nd, was told that it's in stock and
will be shipped in 2 weeks. Since then no customer service, all
calls routed to India where people could not care less about the
order,camera or me.
Very upset and will never buy anything from dell again.
I know that the camera is a hot item, but they should not have
taken the order if they can't fullfill it.
Does anybody know a way to send a complaint to Dell corporate?
Thanks for letting me vent.
Alex

 

[Stephen Reed]

DELL has inexcusable customer service. A smart business decision is to not use DELL.

Just got off the phone with Dell. My 10d order was cancelled
without any
warning. Ordered it on Oct 2nd, was told that it's in stock and
will be shipped in 2 weeks. Since then no customer service, all
calls routed to India where people could not care less about the
order,camera or me.
Very upset and will never buy anything from dell again.
I know that the camera is a hot item, but they should not have
taken the order if they can't fullfill it.
Does anybody know a way to send a complaint to Dell corporate?
Thanks for letting me vent.
Alex

--



http://www.pbase.com/domotang

 

[wilfredo nieves]

hey, i want to buy a comp. will I have the same problem>

I had a very good salesman who kept up on it. When it was
cancelled he went to bat for me. It seem salespeople make the
difference at Dell. Now I have two cameras coming, both to be here
on Friday.

Just got off the phone with Dell. My 10d order was cancelled
without any
warning. Ordered it on Oct 2nd, was told that it's in stock and
will be shipped in 2 weeks. Since then no customer service, all
calls routed to India where people could not care less about the
order,camera or me.
Very upset and will never buy anything from dell again.
I know that the camera is a hot item, but they should not have
taken the order if they can't fullfill it.
Does anybody know a way to send a complaint to Dell corporate?
Thanks for letting me vent.
Alex

 

[catman]

They called me 3 times, each time delaying my order. The first two calls were by an automated caller. One of those robotic type voices. Third call was a human wanting to know exactly how I wanted to handle the order, cancel or stay the course.

If you didn't get a single call, I would say your order was doomed from the start once the delays started. Someone didn't get the necessary info correct. That's my guess.

I was in touch with Christina Archer over the entire month of delays. Never had to deal with overseas "support". I was able to either talk to or email Christina. Having your rep handle this issue is important. I'm guessing they get commissions or have quotas to meet. So, they want you to get your camera.

I'm sorry to hear your troubles. It may be too late according to other posters here. I read about all the Dell support complaints. I must beg to differ. Sure, my order was delayed. Christina warned me about it when ordering. Everytime there's a delay, I was notified via a phone call. If I was nervous about the order, I was able to talk to Christina to verify everything was still in progress. The delays were horrible, but in the end, it's worth the savings. $1200 to my door.

Yeah, just got the camera today. Took about 100 pics of the family in doors. I'm very happy with the AF speed and internal flash. The days of the black backgrounds from my Olympus c3030 flash pics are gone. Have not noticed any AF problems. But then, I haven't shot any rulers either.

Huycat:
They did not contact me over the phone or by email. What sort of
voice mail did you get? Where you supposed to respond to them and
cofirm the order?
By the way, how do you like your 10d? Any autofocus issues?

 

[Ken Phillips]

... was once fine ... and now is inundated with people out to save a buck (and then complain about the lack of customer service!)

I only buy Dell computers, because the are reliable. I don't buy anything else from them ... I use a real camera dealer.

I wouldn't say it was a smart biz choice to NOT use Dell, because their main product is very good. Any business with more than a few computers had better have a spare around ... because even the best machines fail. And when you're not in a hurry, Dell's customer service seems much better.
Ken

Just got off the phone with Dell. My 10d order was cancelled
without any
warning. Ordered it on Oct 2nd, was told that it's in stock and
will be shipped in 2 weeks. Since then no customer service, all
calls routed to India where people could not care less about the
order,camera or me.
Very upset and will never buy anything from dell again.
I know that the camera is a hot item, but they should not have
taken the order if they can't fullfill it.
Does anybody know a way to send a complaint to Dell corporate?
Thanks for letting me vent.
Alex

--



http://www.pbase.com/domotang

--

'Don't hope your pictures will 'turn out' ... make them good to begin with'. Oft said by my late father.
http://www.ahomls.com/gallery.htm

 

[Motorsports Photo]

Just one more guy adding that Dell is a pain to deal with. While my Dell laptop seems to work well, I had a hinge break last spring. It took me 6 hours to finalize the transaction. Desptie the fact I am a "small business" user, they wouldnt handle the transaction under that answer. When I used the code word HOME it went through. BUT then they told me the part was in stock, but it would take three weeks for delivery! What a bunch of morons.

I DID get my part. I DID contest it on my credit card, so they got nothing from me and a big chargeback service charge. AT least I got some revenge!

Best of luck to the rest of the people who have to deal with DELL.

-Pete

 

[mbryda]

hey, i want to buy a comp. will I have the same problem>

Yup. And you'll get a very crappy computer too. Do yourself a favor and find a local shop to build it. Most of the time you get excellent customer service (much better than Dell where you are a #) and you definitely will get a much better built box.

 

[mbryda]

I only buy Dell computers, because the are reliable. I don't buy
anything else from them ... I use a real camera dealer.
I wouldn't say it was a smart biz choice to NOT use Dell, because
their main product is very good. Any business with more than a few
computers had better have a spare around ... because even the best
machines fail. And when you're not in a hurry, Dell's customer
service seems much better.

As a 10 year PC tech, I can say Dell's computers are anything but reliable. Slow (compare them to a quality whitebox and you'll see the difference), inflexible (Dell uses numerous "vendor specific drivers"), and generally poor quality. Sure they are cheap, but they cut way too many corners to become cheap.

 

[Victor Engel]

Just got off the phone with Dell. My 10d order was cancelled
without any
warning. Ordered it on Oct 2nd, was told that it's in stock and
will be shipped in 2 weeks. Since then no customer service, all
calls routed to India where people could not care less about the
order,camera or me.
Very upset and will never buy anything from dell again.
I know that the camera is a hot item, but they should not have
taken the order if they can't fullfill it.
Does anybody know a way to send a complaint to Dell corporate?
Thanks for letting me vent.
Alex

Alex,

I used to be a Dell employee. It pains me to read posts like this because Dell was a great company to work for during the time I was employed there. Had I still been an employee, I would have tried to figure something out for you. However, that may not even have been possible since the company is all over the world now. I will suggest a couple of things, though.

Dell is organized into several distinct entities that operate somewhat separately from each other. It could be that you could have more success by trying a different approach. As someone else suggest, try going through a salesperson. For the person on this list who did a chargeback, you can be confident that the number was noticed. Dell tracks (at least used to) that sort of thing carefully.

I've never bought anything other than computers assembled at Dell from Dell (for a number of reasons that I won't get into here), and I've never dealt with such a transaction either, so I can't really help much there.

Dell used to have very good online forums. If they still exist, I encourage you to try that out. I've found response times excellent there.

For what it's worth, I bought my 10D locally at Ritz. They shipped it overnight. I had a problem with it, and they exchanged it no questions asked, again overnighted, this time gratis.

I'm curious, why did you choose Dell for purchasing a camera?

 

[Michael Kuder]

I will say that I once swore by dell - the only brand I ever bought until tech support became a game of hide and seek behind an overseas phone tree - and when you finally did talk to a real human the standard answer became "format c: and reinstall windows."

I also found out that there quite a few proprietary parts inside their machines and learned that I can easily build a pc for myself or my company that's better, has exactly what I want and is free from all the preinstalled junk that comes in every box.

I have had a few goofy ordering experiences with their "software and peripherals" store. Things like where the website says a part is instock, you order it shipped via overnight and then get a confirming email that says your order will ship in the next one to three weeks! Call a rep and they don't know your order status, and can't find your order so you don't have any idea what's gonna happen and then, to your surprise the order shows up the next day! But on other occasions it did not. And I'm talking about stuff for a business -that for example really and truly needs a disk drive now - but instead of overpaying for something you don't really want at compusa, order it online and get what you really want tomorrow kind of thing.

So I will only buy from dell if they offer a fantastic price on something that I don't care how long it takes to get and requires no technical support of any kind on their part. Kinda narrows the field a bit, eh?

Please forward to dell corporate if you find a contact address. And whatever you do don't try to call them ;-)

Mike

Just got off the phone with Dell. My 10d order was cancelled
without any
warning. Ordered it on Oct 2nd, was told that it's in stock and
will be shipped in 2 weeks. Since then no customer service, all
calls routed to India where people could not care less about the
order,camera or me.
Very upset and will never buy anything from dell again.
I know that the camera is a hot item, but they should not have
taken the order if they can't fullfill it.
Does anybody know a way to send a complaint to Dell corporate?
Thanks for letting me vent.
Alex

 

[Jung57676]

The hinge broke on my laptop, but I was luckier. I called them and told them I would fix it myself if they sent me the part. They insisted on having DHL (or AIRBORNE) picking up the laptop, fixed it, and returned it in a few days. Guess what, the hinge broke again after a few days, so I had to go through the whole process again.

I wasn't happy with the situaltion, but their customer service was exemplary, so I wasn't too ticked off.

I hope they'll get things sorted out. I really like their laptops. I own two Dells and am considering getting another one next year.

 

[Jancouver]

Is it worth the wait to save few bucks? When I decide to get 10D about 2 months ego, I just went out and bought it. Thats it! No problems just to save few $$.

Good luck to you getting your camera soon.

Jancouver

Just got off the phone with Dell. My 10d order was cancelled
without any
warning. Ordered it on Oct 2nd, was told that it's in stock and
will be shipped in 2 weeks. Since then no customer service, all
calls routed to India where people could not care less about the
order,camera or me.
Very upset and will never buy anything from dell again.
I know that the camera is a hot item, but they should not have
taken the order if they can't fullfill it.
Does anybody know a way to send a complaint to Dell corporate?
Thanks for letting me vent.
Alex

 

[Lance70734]

I have used Dell for years and have had nothing but top notch service (although I've never ordered a camera through them). I also found their technical support located in South America to be much friendlier, and concerned about my problem then some of the other's I have talked to locally.

Lance

 

[Larry Ierley]

because of their lousey technical support.

 

[mikey1003178213]

Very hard to communicate withe Indian reps...this is causing many problems. 10D and 70-200IS threads.

Just got off the phone with Dell. My 10d order was cancelled
without any
warning. Ordered it on Oct 2nd, was told that it's in stock and
will be shipped in 2 weeks. Since then no customer service, all
calls routed to India where people could not care less about the
order,camera or me.
Very upset and will never buy anything from dell again.
I know that the camera is a hot item, but they should not have
taken the order if they can't fullfill it.
Does anybody know a way to send a complaint to Dell corporate?
Thanks for letting me vent.
Alex