I initially ordered a Dell Precision T3500 on March 1, 2010. Firstly, by checking my order status online, my "order date" was gradually changed from 03/01/2010 to 03/08/2010.
A week later that order showed up as "canceled".
I started calling every other day to try and work out what was happening, I was told the order had indeed shipped from Dell.
However a week later I had a new order number on the online tracking, with no details as to what this order was. I would call once a day, but no one could help me as to the status of my order. On average I was transferred 6-9 times per call, repeating my information and request to every representative until the rep was inaudible due to call quality deterioration.
Finally after about 5 days of calling a representative said that the new order number was because a part was missing when i first ordered my Precision and had now indeed shipped and would be there next week.
A week later however, a new order number showed up online, so now I have three order numbers for the same order, one canceled the other two are at "order received" and are showing dates received as the 23rd and 25th respectively. I called Dell once or twice a day, was transferred several times each call, again - repeating my order #'s and my situation to every representative only to be transferred again - until it was inaudible due to terrible call quality after so many transfers.
I called again today, finally talked to someone at Dell and they gave me a fourth order # for my order, so now I have one canceled order number and three other numbers for the same single order with no detail as to what/when/where they are.
During this time I sent at least 12 emails to Customer Service and Customer Care as well as Missing Orders and have had NO replies, not one.
Dell, this is my last order with you.
Finally today, 30 days from my order, 16 calls and 14 emails later, I had a proper customer service rep call me. Apparently my order just went through yesterday. At least this time she gave me a number, name and personal email address as a point of contact that I can actually track the order progress. If only 3-4 weeks ago I was given similar treatment, it would have saved me hours of being put on hold and the stress of trying to work out where my $7,000 order might possibly be.
The most disappointing part of the whole thing is that I was blatantly LIED to on two separate occasions by two different reps, telling me my order had shipped and to expect a delivery. It just makes me wonder if it is in the manual to just lie when you don't want to disappoint a customer? Doesn't the company know that its 100 times better to just tell the truth than to string along a customer week after week?
Anyway, here's hoping my computer actually arrives 2 weeks from now.
My order is finally moving along thanks to one particular person at Dell Customer Care. I don't think I can post names here but once she worked on my order, it finally went through and started moving along the production line, she also offered me compensation for delay and confusion in my order, as well as direct contact information to reach her if any problems arise again.
Without this point of contact, I would have never considered ordering from Dell ever again. You don't know what a relief it is to talk to someone who actually cares about finding your order and providing the customer with the service they paid for. Thank you.