***AW reps, if you stumble across this, my question for you is at the very end ***
Hi folks,
In the interest of full disclosure, this is NOT my first recent Dell experience - I got two systems, an inspiron for the wife and an AW for me, and we had to call Dell on an issue with the Inspiron once already - to be fair, that call (though I had to wait on hold for a really long time) went well. The tech was able to help me, and got me back up and running pretty quickly. (OK, if you must know, I somehow blew up the computer while updating the video driver - don't ask, I still don't know exactly how I did that! Wouldn't post, just hung on the screen depicting the Dell logo, and a change to a Legacy boot option yeilded the message 'No OS Detected' :eek: ) Anyway, they fixed that one -that call went well.
So, my issue. Had ordered my system, it was in production, and we had a family issue that required me to return home - so I wouldn't be at the address the AW was being shipped to. I called Dell, explained that I did understand their standing anti-fraud policy (which is they don't change shipping addresses once the order goes into production) but I needed an exception. I was assigned a customer request number, told this would be no problem, though the tech said his support team was currently unavailable so he couldn't change the address right that second, the team would do it later that day and I'd get a call back the next day.
Next day: no call back. Address still shows old shipping address.
I call back. Once again, told this is no probem - but they explain my order is in production, so what they're going to do is when it gets out of production, catch it before it ships and change the destination address then. Dell rep updates my info, and advises me to expect a call back as a supervisor is following my case to ensure it's taken care of. I think cool, this sounds promising - I mean, I don't know about the whole wait-until-it's-about-to-ship thing to change the address, but they seem on top of it.
Next day: no call back.
I'm concerned just a bit now, so I check in one more time. I'm again told there is absolutely no problem, they have things well in hand, and my system should be shipping soon. :D
I get a call from Dell at the phone number for the new address, verifying they have the new address correct (and, I suspect, verifying that I'm really there and this isn't a scam - which is good; I'd want them to check it out if it wasn't legit!) I'm reassured to get the call, as it seems Dell has this under control.
OK, shipping date is looming close for the system, so I check in via chat one last time. Here's a quote taken from the chat log...
[Chat Content Deleted by Moderator - See Forum Rules]
That was yesterday. Today it shipped....
...to the old address, where no one is there. :mad:
I call Fedex and verify, yep, it's headed for the wrong address and no, I cant change it with FedEx, only Dell can. (I strongly suspected this, but wanted to verify just to be sure).
I call Dell. They say they're very sorry, but my order was placed under their EPP, and the customer service for EPP orders is separate from regular customer service, and the EPP customer service is closed on weekends. I'm told there is no one - no supervisors, nobody - who can contact FedEx to change the shipping date. They tell me not to worry - as they say FedEx will just sit on my package over the weekend, as 'they don't move packages on non business days'. I express doubt that this is the case, citing past experiences with FedEx, as well as my recent conversation with FedEx (who told me to have AW get in touch with them as soon as possible, and that Monday may be too late) but the AW guy is adamant - he knows FedEx shipping, and he guarantees my package isn't going anywhere over the weekend.
At this point, I confess, I'm a little annoyed. OK, angry. So I give in to temptation, and poiint out that NOT ONE THING Dell has told me about how Dell does business (the call backs, the address change, that there wouldn't be a problem) has been true - so if I can't believe what Dell tells me about Dell's business, why should I believe what Dell tells me about FedEx's business?
The rep says that the bottom line is no one can make any changes to the order until Monday - and tells me not to worry, as it won't get shipped back, it'll just get rerouted from the old address to the new address. I point out this will unneccesarily delay my shipping and he says yes, 24 to 48 hours or so.
Look, 2 additional days while I'm traveling and have made arrangements for this system to catch up with me on the road IS a big deal - not to mention I'm a typical alienware customer, so I want my system ASAP! :) (I mean, really, who amung us would hapily wait an extra couple of days before getting to try out our new toys??)
So, bottom line - my first try trusting Dell with taking care of something they told me they'd take care of, and it failed miserably. I'm worried - if I can't trust what they say on something that is as simple as this, I start to understand all the issus folks have had when it comes to complicated repair issues requiring parts and techs/service reps.
I guess what bugs me about this is there's still a chance to make it right, if I could get a Dell rep to contact FedEx to change the address - any AW reps here have the power to do that, or kick my request to someone who does? FedEx says they need the change ASAP obviously, and say that the weekend would probably be OK but Monday might be too late, depending on when they get word...
Hi folks,
In the interest of full disclosure, this is NOT my first recent Dell experience - I got two systems, an inspiron for the wife and an AW for me, and we had to call Dell on an issue with the Inspiron once already - to be fair, that call (though I had to wait on hold for a really long time) went well. The tech was able to help me, and got me back up and running pretty quickly. (OK, if you must know, I somehow blew up the computer while updating the video driver - don't ask, I still don't know exactly how I did that! Wouldn't post, just hung on the screen depicting the Dell logo, and a change to a Legacy boot option yeilded the message 'No OS Detected' :eek: ) Anyway, they fixed that one -that call went well.
So, my issue. Had ordered my system, it was in production, and we had a family issue that required me to return home - so I wouldn't be at the address the AW was being shipped to. I called Dell, explained that I did understand their standing anti-fraud policy (which is they don't change shipping addresses once the order goes into production) but I needed an exception. I was assigned a customer request number, told this would be no problem, though the tech said his support team was currently unavailable so he couldn't change the address right that second, the team would do it later that day and I'd get a call back the next day.
Next day: no call back. Address still shows old shipping address.
I call back. Once again, told this is no probem - but they explain my order is in production, so what they're going to do is when it gets out of production, catch it before it ships and change the destination address then. Dell rep updates my info, and advises me to expect a call back as a supervisor is following my case to ensure it's taken care of. I think cool, this sounds promising - I mean, I don't know about the whole wait-until-it's-about-to-ship thing to change the address, but they seem on top of it.
Next day: no call back.
I'm concerned just a bit now, so I check in one more time. I'm again told there is absolutely no problem, they have things well in hand, and my system should be shipping soon. :D
I get a call from Dell at the phone number for the new address, verifying they have the new address correct (and, I suspect, verifying that I'm really there and this isn't a scam - which is good; I'd want them to check it out if it wasn't legit!) I'm reassured to get the call, as it seems Dell has this under control.
OK, shipping date is looming close for the system, so I check in via chat one last time. Here's a quote taken from the chat log...
[Chat Content Deleted by Moderator - See Forum Rules]
That was yesterday. Today it shipped....
...to the old address, where no one is there. :mad:
I call Fedex and verify, yep, it's headed for the wrong address and no, I cant change it with FedEx, only Dell can. (I strongly suspected this, but wanted to verify just to be sure).
I call Dell. They say they're very sorry, but my order was placed under their EPP, and the customer service for EPP orders is separate from regular customer service, and the EPP customer service is closed on weekends. I'm told there is no one - no supervisors, nobody - who can contact FedEx to change the shipping date. They tell me not to worry - as they say FedEx will just sit on my package over the weekend, as 'they don't move packages on non business days'. I express doubt that this is the case, citing past experiences with FedEx, as well as my recent conversation with FedEx (who told me to have AW get in touch with them as soon as possible, and that Monday may be too late) but the AW guy is adamant - he knows FedEx shipping, and he guarantees my package isn't going anywhere over the weekend.
At this point, I confess, I'm a little annoyed. OK, angry. So I give in to temptation, and poiint out that NOT ONE THING Dell has told me about how Dell does business (the call backs, the address change, that there wouldn't be a problem) has been true - so if I can't believe what Dell tells me about Dell's business, why should I believe what Dell tells me about FedEx's business?
The rep says that the bottom line is no one can make any changes to the order until Monday - and tells me not to worry, as it won't get shipped back, it'll just get rerouted from the old address to the new address. I point out this will unneccesarily delay my shipping and he says yes, 24 to 48 hours or so.
Look, 2 additional days while I'm traveling and have made arrangements for this system to catch up with me on the road IS a big deal - not to mention I'm a typical alienware customer, so I want my system ASAP! :) (I mean, really, who amung us would hapily wait an extra couple of days before getting to try out our new toys??)
So, bottom line - my first try trusting Dell with taking care of something they told me they'd take care of, and it failed miserably. I'm worried - if I can't trust what they say on something that is as simple as this, I start to understand all the issus folks have had when it comes to complicated repair issues requiring parts and techs/service reps.
I guess what bugs me about this is there's still a chance to make it right, if I could get a Dell rep to contact FedEx to change the address - any AW reps here have the power to do that, or kick my request to someone who does? FedEx says they need the change ASAP obviously, and say that the weekend would probably be OK but Monday might be too late, depending on when they get word...