Ongoing dialog with Dell

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Dealing with big companies

Your experience is typical of dealing with DELL ... and probably all big companies. You are not overreacting and should punish all such dire customer service wherever possible. Dare I say the media should campaign hard to eliminate such shoddy actions.

My most recent dealings with DELL:

1. Ordered server for a small business one month in advance. Tape backup system relied on a simple SCSI card which was omitted from the delivery. With 2 weeks still left to my install day I requested the card. It took nearly 6 weeks and 3 visits from my installation man before the card was delivered. I charged DELL for its inability to fix this minor error. Note: I had to order a new card to get their process to supply.
MORAL: big companies cannot handle exceptions or errors in their standard processes.

2. I ordered the VISTA EXPRESS upgrade with a new home PC. It was not supplied a week after VISTA's release ... but 3 months later! That's express DELL made no communications except the odd apology on their blog site. It was as if nothing was wrong. I advise all customers whose goods are not supplied within the 30-days required by the Distance Selling Regulations to sue DELL for breach of contract (UK phrasing).

3. I rang UK Business Sales to order an end-of-line system on the last day of the offer. I didn't want a monitor and so didn't want to pay the ?30 delivery charge which was automatically built into the on-line order process. "I'll ring you back in 5 minutes." No such call even though I tried twice.

No good talking about it. Take formal action at every violation.

JFJ

Posted by: johnfenjackson@...   Posted on: 07/30/07 You are currently: a Guest | Members login | Terms of Use

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