Wheres My GPS!!!!

Hazzaman · 01-19-04, 02:37 PM

I have never dealed with dell before, and after the experiance, will never again. Heres the story:

October 2003: Ordered X5 Gps bundle on finance as they had offer. No e-mail confirmation, no IR number. Re-Ordered through internet again as there was problem with site. Autoreply e-mail saying that my order will be processed. Two weeks later call dell, no sign of order anywhere.

Nov 2003: Re-Ordered over phone. Finance now put on hold as they had done credit checks for previous orders. Finally it gets sorted, they will e-mail me the documents to sign and send back. 2 weeks later, NO DOCUMENTS. Call dell. Order was cancelled and they don't know why.

Dec 2003: Advised to place order through internet and use offer code. Recieved documents 2 weeks later, Signed and sent back. Order was never actioned. Re-Faxed documents week before christmas. Lovley lady (Janeann Dempsey) sorted everything out.

Jan 2004: Recieve Axim on 6th. NO GPS. Call dell. It is dispatched seperatly and will be shipped soon, Call dell 3 days ago. 'Oh, um, they cant get the gps anymore. We'll call you back when we can' and then cut me off. Called again, told me to stop calling them as they can't do anything!! They won't let me retrun my Axim. I can get the navigator software and car mount kit, gps aerial etc from my local PC World, orderd direct from TomTom within a week. Come on dell, what are you playing at. Anyone els had a similar problem? Going to send back Axim and get IPAQ with Tottom Bluetooth version from PC World.

Customer Number: GB2802664
Order Number: 331053846

SteveUK · 01-21-04, 05:20 AM

Here’s my story:

Ordered GPS Axim on the 16th December, paid by credit card.

The money was taken from the credit card on the 30th December for the GPS part and I was sent an invoice saying it had been dispatched.

Received and paid for the Axim part at the start of January.

The GPS part of the order is always at stage 4 on the Dell website, ‘Your order is being prepared for delivery’ with delivery expected tomorrow.

I have had two email messages to Dell ignored, but I guessed it was probably a stock issue, although I am getting worried that Dell no longer has the GPS or any X5’s for sale on the UK web site.

I will not be buying anything from Dell again either, this was the first and last time.

BTW I am in the UK

Cheers

Steve

Hazzaman · 01-21-04, 06:00 AM

Sorry to hear that your having the same problems. Looked at the dell site and you can no longer get the X5, although some people have put this down to lack of stock (i just thought that it was the refurbished ones that were out). Gonna call dell again today to se what they're up to. Spoke to someone else having the same problems and they told me that dell offered them an alternative.

Chris.

Hazzaman · 01-21-04, 06:11 AM

Just called dell, they're customer care has improved since the watchdog programme yesterday!!, Advisor said that he promised to call me back as he was a gentleman!! lol. Aparantly the server wqas updated recently so they have to get all updates on orders over the phone. Hopefully i will get a solution and let you know who i spoke to.

Hazzaman · 01-22-04, 08:19 AM

Dell didn't call me back, oh well, no change there.

SteveUK · 01-22-04, 10:10 AM

It is now two weeks to the day since I sent an email to them, the automated response said they would try to reply in 1 day.

I gave up trying to ring them after the first attempt when I spent about 5 minutes pushing buttons before I got an automated response telling me exactly what was on the web site.

I would not mind a delay if they would just let you know, preferably before you commit to the order but updating you on progress would be nice also.

I guess we are just going to have to wait.

Steve

Hazzaman · 01-22-04, 07:17 PM

Phoned dell and had a huge go at them. Finally got through to a manager. Aparantly there has been huge demand for the GPS system. They cannot get any stock at the moment, however they have a 'better version' which has just come out, these will ship to customers in 5 - 7 days. Why they couldn't just tell me in the first place is beyond me, would have saved me £20 in phone calls and also would have saved them from my shouting!! I know it's not their fault (i work in call centre myself) but aparantly you have to have a bit of a moan to get through to a manager. :D

Medic2925 · 01-22-04, 10:27 PM

Ordered GPS for my x5 on Monday a week ago and it was on my doorstep on Thursday. Kudos to Dell all the way.

core321 · 01-23-04, 02:17 AM

Well, I had nothing but great things with Dell, (knock on wood) :) . I had ordered the Pharos GPS kit (the new version, the one that does not cover the headphone jack) on a Wednesday and received it on that same Friday at 8:30am. WoW!
The same happened to me when I had to get a replacement unit. I called it in on one afternoon and got it the next morning at my doorstep. Now that is what you call SERVICE! Double WoW!!

I feel bad for the guys that are getting the run around. I hope you guys get everything straigten out.

Later,
Mike

Juanlap · 02-03-04, 10:20 AM

Hey Hazzaman, Any joy yet?

I've been scrreaming at Dell since December for the same thing as you. My order was "cancelled" for no apparent reason too. Then I was told excess demand, then told a new model was coming through. Since talking to customer relations in Co. Wicklow, I was told no new models exist and 7 days later I was told now out of stock - they could tell me anything now and I have no reason to believe them at all.

Did I mention they'd quite happily taken the money it for though.

Dell Order Number: 331035914

Hazzaman · 02-03-04, 11:16 AM

No, not yet!!

Called dell again yesterday, Aparantly the origonal gps units were shipped but they were not compatible with the axim for some reason so all the units were re-called from the couriers before we recieved them. They are having to re start the orders as the part number has changed, customers will be informed within 7-10 working days with a new order number for the revised part. Although i'll believe this when i have it in my hand!

Have you been told aything different?

Chris

Juanlap · 02-03-04, 12:33 PM

It seems you get a different answer depending upon who you speak to.

Early Jan when I chased it, I was told to expect delivery (5-7 days) of a similar item, which never surfaced.

I've been talking to Alan Carrick & Paul Gatera in Customer relations most recently, and their opinions conflict with what I was originally told. Nobody has yet to give me a definitive reason as to why this has happened.

Back on the 12th Jan, these two took over in response to a letter I had written and they said they needed to raise another order. They had not heard of any new models superceeding the Tom Tom item as I had been told by the customer care guys in India but it had been down to an admin error. I was told...wait for it...5 - 7 days (hmmm? sounds familiar!)

The order was put through again and I questioned it again to be told no stock but a delivery was due the next day. Someone would get back to me. I always get the response "will get back to you". I am trying to find who is next in the chain of command but when I ask I just get blocked or ignored.

Have now requested a refund but got told "will get back to you". My credit card company have told me there is nothing they can do about the charge for the X5 as that has been delivered, even though my order was for one complete package, but if I write to their disputes dept they can look into the £223 for the Sat Nav.

Have you even received an apology? I haven't. Who have you spoken to? - I'll hassle them too.

Juan Lap

Juanlap · 02-04-04, 06:44 AM

The plot thickens,

Just spoke with somebody v helpful, and apparently the two guys I've been dealing with handle Dell's legal issues!!!!!!!

This person was confused as I as to why these two had been involved and were dealing with it at this stage.

Has someone dropped a clanger - quick, cover it up!

What does it matter though - they don't call back either!

Hazzaman · 02-04-04, 12:11 PM

I don't know what to do! They won't let me cancel my order but they can't supply the part. Come on dell, sort yourselvs out. Is there any way that you can get through to someone in the UK.

Juanlap · 02-11-04, 11:52 AM

I have made contact with a very helpful guy - and am assured that my GPS should be here by the 16th Feb.

On top of that, the guy I'd last spoken to was arranging collection of the X5 for tomorrow and organising a refund!

I hope to know by end of play today whether I'm getting a GPS or my money back.

Have you had any developments? If not then I'll send you a message with the names of who I've spoken to.

Juan