Great Job, Dell!

FLJeepGuy · 10-14-03, 08:57 PM

Well, for the first time in many many months, I've got a great customer service experience to relate to you all.

My odyssey began last June with my ordering two Axim X5 Advanced PPCs for my wife and I. Shortly after ordering, the initial announcement of WM 2003 came out so I called Dell and found out that I was eligible for a free upgrade for each device. An order was opened for two free upgrade kits. This order went into backorder and was eventually cancelled by Dell's system.

I called back and spent nearly 6 hours total on the phone (can't remember how many calls) to get two new orders set up one for each kit I needed. Once again, perpetual backorder. Finally last month, I received only one order. I checked back at Dell's website and found that (suprise, suprise) the other order was once again cancelled. I gave up and simply installed the kit I received onto both devices. Not quite legal, but Dell wasn't helping.

Now for the GREAT news!! :D :D

Well, last week, I decided to try again. This time I sent an email simply stating that I had two devices, only one order was received and that the other order was cancelled by Dell. Gave them the service tags from my two devices and the order numbers (the one received and the one cancelled). Within 2 HOURS I received an email back appologizing for the situation and providing a new order number for the missing kit. I checked online and saw that the ship date was the end of November. To my shock/suprise/joy, the new kit showed up today at my door via Airborne overnight.

Thanks Dell!!! This is what great customer service is all about!!! Keep it up!

10-14-03, 09:42 PM

Happy to hear someone has had a positive experience with this upgrade, like you I ordered in mid-June.Waited and Waited...then much to my delite the good folks at Dell shipped without a E-Mail notifacation and Airborne said they tryed to deliver and shipped the upgrade back the very same day. VERY VERY NICE WORK. I'm still waiting for the re-ship, Dell site says 10-17-03. I will believe it when I see it. What a joke from beginning to this point.

aviationwiz · 10-15-03, 12:47 AM

That is a positive expirience? LOL. He had to wait until October for the item he ordered in June. Go through multiple cancelations, and hours on the phone. If that happened to me, I would probably never buy from that company again, regardless of the company.

FLJeepGuy · 10-15-03, 06:03 AM

I think you missed my point aviationwiz. The experience overall was one of the worst customer service nightmares I've ever had with a computer company. However, if taken as a single incident, the final handling of the issue was better than expected. A single email, a confirm within a couple of hours, and then the product shipped ahead of schedule. This is what I was commenting on (and hoping someone from Dell is actually watching here).

In all, the last three times I've dealt with Dell (only this one had to do with my Axim) have been similar. I just wanted to throw a thanks out here in case they're watching.

10-15-03, 08:22 AM

I had a very nice upgrading expirience. called them, ordered two cd and received them 2 days later.

nice....

10-15-03, 06:43 PM

For what it is worth, It is much better to deal with Dell via e-mail then over the phone. Out sourcing to off shore countries is not making the grade in my opinion.

droid · 10-26-03, 11:47 AM

Quote:

Originally posted by aviationwiz
That is a positive expirience? LOL. He had to wait until October for the item he ordered in June. Go through multiple cancelations, and hours on the phone. If that happened to me, I would probably never buy from that company again, regardless of the company.

I agree entirely...I don't see why you are so pleased for such problems!

droid · 10-27-03, 10:47 PM

Also, it has been about a week since I ordered my X3i. It HASN'T SHIPPED YET!!!! UGH!!!