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Dell's lack of customer service
Well sorry i had a absolutly horrid experiance with dell last week and i just needed to post my grievences a bit. I emailed them but they have not responded and its beend 5 days now.
Almost 2 weeks ago on a Monday I placed and Order for an Axim x51v and a fair amount of accessories. I was quite happy with my purchase as I intended on pairing it with an OnCourse BT-339 gps(which was ordered shipped and delivered in 4 days across country btw). Ihad read all the problems with the Axim but it was the only pda i could find that could do what i wanted: VGA screen, bluetooth, 802.11, and Windows Mobile 05. I placed my order at 6:41 CST and i waited. I didnt wait to long as a few hours later i recieved a email telling me my order was cancelled. Then i recieved 4 more emails. 2 telling me they got my request for order and 2 telling me my order was confirmed. I was worried that maybe there was a glitch somewhere and did not want to be billed twice as thats quite a bit of money.
I went on Dell's online support chat as i dont have a phone at home and after finally figuring out they failed to make some of their webpages able to run in firefox I got on through IE. I waited a few minute maybe 15 (for 10 of those minute i was the next person in line and <1 minute wait time according to the website) I then explained my problem to the person on the other end, including the cancellation notice,and after 25 minute reseach and my explanation and waiting he came back and told me my order was cancelled. Now this was no surprise to me as thats what my email had said and I had told him first thing. That was all the info he could give me and said it must be a problem with my bank.
I went to the bank and they said it was on fine Dell had it on hold they were jsut waiting for dell to pick it up. I then went to a payphone about 10 minutes down the road and called dell up. I was then passed around between 6 or 7 people. Each person had me confirm my identity and reexplaine my problem before telling me i had to talk to someone else. They then would transfer me and i would go theough the menu and wait on hold for the next person to waste my time. At the end of that they disconnected me.
I called back was passed around again and was give a couple other phone number i should call. and was again disconnected. I then immediatly called back and afetr a few more people i got to some who was at elast willing to do something other than be completly useless. He told me my orer was cancelled (wow big surprise on my end never heard that before) and he set me up with a new order and he said he would release my money at the bank. Well i was not satisfied but it was the best they were gonna do. I then when to work for that night and for the whole next day. Wednesday i checked my email to agin find my order had been cancelled. And repeat the garbage customer service again on the phone. Now i had been on for 1 hour 34 minutes the previous time and this time I was on for almost 2 hours. At the end i hung up and left as they were not trying to sell me something just steal my money. By the way they didnt release my money so i had over 1 grand tied up in my bank for dell but they would not give it back to me or send me the orders i had placed. I was fairly upset at them and sent them an email which they have yet to respond.
Its truly unfortunate that me not ordering from them is going to have little effect on them. If their entire buisness crumbled cause of this poor service it would be a fairly even consequence of their actions.
Well end rant and I hope i get a pda soon (ordered a pda from somewhere else ho is not shipping to me either even though they had a far beter online reputation than dell) as i have the gps and leave on a cross country trip in a week. Oh well maybe i just have to find my way the old fashioned way.
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