I ordered a new PC from Dell last night: one of these cute little Zino things. But, apparently I screwed up and ordered it with Vista 32, instead of Windows 7 x64, like I wanted. So, I immediately called Dell's order support to see if I could change it. They were closed for the evening - which seems like an odd thing to be, since their order support is definitely not based in the US. Ahem.
So, I called them this AM, got one person who transferred me to another person, who immediately hung up on me after hearing my question. I called back, got another person, who transferred me to someone else, who told me that the order was already in production. I asked when it was expected to ship. "January 29th". I ordered it less than 12 hours ago, it's going to be in production for three weeks, and it's too late to change anything ? Yes. Can I cancel it? No.
So, I hung up on him.
I've got a room full of Dells, everywhere I look, I see Dell insignias. But this will be my last. I understand they have systems and processes they need to follow, but if it's not shipping for three weeks, there's no way that PC is anywhere near the stage where they're putting the OS onto it. At this point, it's nothing more than a few rows in some database.
Wow, that sucks. I am awaiting delivery of my new Dell tower on Friday…
I agree that sucks, and own three Dells myself. My one experience with Dell customer service was positive (when a had my virus infection that you helped me out with a while back), basically via IM chat they agreed to send me Windows XP with service pack 2, no questions asked (after I couldn’t reinstall my original windows disc and get through all the updates). But I can see how the people handling orders might be different (but you’d think they would be much nicer since they’re on the front end).
Big right-winger as well:
http://www.newsmeat.com/billionaire_political_donations/Michael_Dell.php
What is their return policy?
What is their return policy?
i can return it, no problem. i assume they’re betting i won’t.
I’m not sure I’d take that bet.
Easiest thing is refuse delivery.
Odd, last time I got one (a Studio Laptop), they called me after two days trying to sell me some upgrades. (This was about four months ago.) Perhaps you could tell them you’ve changed your mind if they do the same thing.
Obligatory “Macs Rule” comment inserted here.
Refuse delivery. You will get a call from Dell (they have a very sophisticated system, and will know almost instantly when you refuse). Insist that they lower the price (by at least the cost of Windows 7, plus the value of your time). The caller is authorized to give discounts in order to avoid the cost of restocking/reselling the refused delivery. They will almost certainly give you the discount.
Delivery is the one moment you have the upper hand. If you refuse delviery, they will bargain to get you to accept.
What??? You hung up on him. No, man. You ask for a supervisor. Just keep going until you get someone who resolves it for you. Don’t take no for an answer.
Don’t take no for an answer.
next time…
Refuse delivery.
they just sent me an email explicitly telling me i should accept delivery then get an RMA, etc.. :)