Wednesday, June 17, 2009

Order Difficulty

So, I just tried to order a laptop from Dell. I called one of the numbers listed in a previous quote they emailed me. After dealing with the automated line, a women answered and explained that I have a dedicated rep (I am that special you know), and that I would have to call him. I was surprised that I was not transferred, or that she did not ask if I would like to have them call me back. So I called the number she gave me and got a voice mail. So now I wonder if I should not take this time between me wanting to place an order and actually being able to place the order to do more research on other vendors products?


I just got an email from my "personal account representative" (the email lists him as a Relationship Sales Advisor) at Dell. He says he tried to call me, however, I have no voice mail and the receptionist did not have any incoming calls for me in the past 20 minutes (a nice little break!). The email subject line was "please call" and he instructed me to "please call him" and was kind enough to give me a phone number. The phone number however was not in service. I replied to the email and he called me and took the order. Now I am waiting to receive an email confirmation. We will have to see what happens next.

Update 2: So it is now the next morning and I still do not know if the order has even gone through. I was lucky enough to receive an email advertisement from Dell offering to sell me....a laptop.

Update 3: Two hours have passed since I left a voice mail at the original phone number I had. I have not received a call back or an email confirming the order. So is there a laptop on the way?

Update 4: So at 5:30 they sent the confirmation, and not only did someone list the fax number as a phone number, but after three years of direct contact with me, they still have the name wrong on the account - not misspelled, but completely wrong.

Update 5: So Dell has gone to hell... I didn't bother to write how two days after confirmation we received a letter saying Dell opened a new account for our business. I also didn't mention the unbearable torture I had to go through to find out why they opened a new account. I really do not want to even begin to talk about Dell Financial Services, as they seem to be completely incompetent. So 5 days after the laptop was supposed to be here, I was asked where it was. It seems Dell has decided it was going to need 3 more weeks to get the laptop here. So I called to ask why I was not updated? The automated system hung up on me twice and so I repeatedly pressed zero until a human answered. He was nice of enough to tell me I had a "personal account rep" and then transferred me to voice mail.This is customer service at its best. I left a message and am now waiting, again. Why would anyone want to deal with Dell if this is the service they are going to receive?

Update 6: So I finally got through to Dell and they said there was a problem, but they did send the laptop by overnight delivery. I then received the letter saying they were making changes to their accounting systems. I have to give them credit for using overnight delivery and for sending the letter, but maybe they could have sent the letter, before actually changing everything over? And maybe the CSRs who answer the phones for the accountign departments could be given some more information.

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