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#1
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Stalled in production: Dell delivery delay
I ordered two Dell LCD monitors Wednesday January 3, yet they are still
“in production”. How long does it take to take a box and put it in a truck? I am also not mentioning the several inaccuracies I found in Dell’s Canada online order system and personal account. I had to use what we could call “very basic hacking” skills to get the order trough, online! I had to call customer service to make sure all my info was correctly received, which it was. Since Jan. 4, customer service has been telling me that the order was going to leave the next day, but it did not happen yet. *** My question: What steps can I take to find out what is happening? Is the model backordered (can it even be at Dell?), has my order fallen in the trashcan, or has my order warped in the wrong “series of tubes”? P.S.: I post here, because a customer service support ticket opened on Dell’s website last week, did not even return an e-mail confirmation (I have a tracking number, and no, it is not in my spam folder). Thanks for you help, Max |
#2
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Stalled in production: Dell delivery delay
Follow-up
I finally talked to someone who found it a little suspicious that the order was not already sent and offered to look for the answer. This person told me that the products were supposed to get off the boat today, Jan. 11. Well, I got my answer… I just hope it is not on that boat: http://www.digg.com/environment/Phot..._Structure_POV So the solution to get the information was to be very calm and patient, and try to induce doubt in the mind of customer service. It would probably have been easier on Dell and I if they had just told me from the start that this item was out-of-stock. How hard would it be just to display that information online? Nice work Dell! Your “unique direct business model” [ref.: http://www.dell.com/content/topics/g...s&l=en&s=corp] certainly has a frustrating way of keeping the buyer in the dark. |
#3
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Stalled in production: Dell delivery delay
On Thu, 11 Jan 2007 13:16:01 -0500, Max wrote:
Follow-up I finally talked to someone who found it a little suspicious that the order was not already sent and offered to look for the answer. This person told me that the products were supposed to get off the boat today, Jan. 11. Well, I got my answer I just hope it is not on that boat: http://www.digg.com/environment/Phot..._Structure_POV So the solution to get the information was to be very calm and patient, and try to induce doubt in the mind of customer service. It would probably have been easier on Dell and I if they had just told me from the start that this item was out-of-stock. How hard would it be just to display that information online? Nice work Dell! Your unique direct business model [ref.: http://www.dell.com/content/topics/g...s&l=en&s=corp] certainly has a frustrating way of keeping the buyer in the dark. I understand but based on another thread, Dell is working on it (with fingers crossed). I try not to call them if possible but I think I had to about 1 or 2 years ago and I think I had a Filipino on the phone. Luckily I could understand them (trained ear) so it worked out but I feel your pain as I have dealt with other support (not Dell's and it's hard for me to understand them). On paper outsourcing looked good but the human factors are beginning to show it's not quite as good as it seemed on paper. Blame it on the CEOs or CFOs. |
#4
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Stalled in production: Dell delivery delay
Your theory is probably right RNR.
However, Dell could probably do better. I order frequently from other stores. If I compare with Apple, for example, where I ordered an iPod on a Thursday, they got it engraved on Friday and it traveled from China to Canada to be on my doorstep on Monday. Now that is rather quick, since the product is personalized. Same thing with an iMac I ordered lately: one day for the order, one day for the configuration, two days for standard shipping. The Internet era is characterized by a new exigency: get what you want, where you want, when you want. Yet some online stores do not seem to get that. If the consumer does not receive the product in a short period of time, he will get tired from such experiences and go back to conventional stores. Should not that be obvious to online stores or am I just missing some business skills? Max On 2007-01-11 13:41:50 -0500, RnR said: On Thu, 11 Jan 2007 13:16:01 -0500, Max wrote: Follow-up I finally talked to someone who found it a little suspicious that the order was not already sent and offered to look for the answer. This person told me that the products were supposed to get off the boat today, Jan. 11. Well, I got my answer I just hope it is not on that boat: http://www.digg.com/environment/Phot..._Structure_POV So the solution to get the information was to be very calm and patient, and try to induce doubt in the mind of customer service. It would probably have been easier on Dell and I if they had just told me from the start that this item was out-of-stock. How hard would it be just to display that information online? Nice work Dell! Your unique direct business model [ref.: http://www.dell.com/content/topics/g...s&l=en&s=corp] certainly has a frustrating way of keeping the buyer in the dark. I understand but based on another thread, Dell is working on it (with fingers crossed). I try not to call them if possible but I think I had to about 1 or 2 years ago and I think I had a Filipino on the phone. Luckily I could understand them (trained ear) so it worked out but I feel your pain as I have dealt with other support (not Dell's and it's hard for me to understand them). On paper outsourcing looked good but the human factors are beginning to show it's not quite as good as it seemed on paper. Blame it on the CEOs or CFOs. |
#5
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Stalled in production: Dell delivery delay
But it is all a matter of being in stock. Clearly your iPod didn't get
engraved and shipped from China. It was here, in a warehouse. Dell normally ships fast. You ordered right after the holidays and ordered a very popular model. They were out. It happens. I just ordered two whole computer and got them in 5 days, including a weekend. They weren't out of those "Max" wrote in message news:2007011114120350073-max@nowherecom... Your theory is probably right RNR. However, Dell could probably do better. I order frequently from other stores. If I compare with Apple, for example, where I ordered an iPod on a Thursday, they got it engraved on Friday and it traveled from China to Canada to be on my doorstep on Monday. Now that is rather quick, since the product is personalized. Same thing with an iMac I ordered lately: one day for the order, one day for the configuration, two days for standard shipping. The Internet era is characterized by a new exigency: get what you want, where you want, when you want. Yet some online stores do not seem to get that. If the consumer does not receive the product in a short period of time, he will get tired from such experiences and go back to conventional stores. Should not that be obvious to online stores or am I just missing some business skills? Max |
#6
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Stalled in production: Dell delivery delay
Tom Scales wrote:
But it is all a matter of being in stock. Clearly your iPod didn't get engraved and shipped from China. It was here, in a warehouse. Dell normally ships fast. You ordered right after the holidays and ordered a very popular model. They were out. It happens. I just ordered two whole computer and got them in 5 days, including a weekend. They weren't out of those "Max" wrote in message news:2007011114120350073-max@nowherecom... Your theory is probably right RNR. However, Dell could probably do better. I order frequently from other stores. If I compare with Apple, for example, where I ordered an iPod on a Thursday, they got it engraved on Friday and it traveled from China to Canada to be on my doorstep on Monday. Now that is rather quick, since the product is personalized. Same thing with an iMac I ordered lately: one day for the order, one day for the configuration, two days for standard shipping. The Internet era is characterized by a new exigency: get what you want, where you want, when you want. Yet some online stores do not seem to get that. If the consumer does not receive the product in a short period of time, he will get tired from such experiences and go back to conventional stores. Should not that be obvious to online stores or am I just missing some business skills? Max I had requested CDs for my D600 that I got off ebay and I got an email on the 9th that they were sending them and I got the CDs on the 10th. |
#7
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Stalled in production: Dell delivery delay
"Max" wrote in message news:2007011114120350073-max@nowherecom... Your theory is probably right RNR. However, Dell could probably do better. I order frequently from other stores. snip And this is the point I related in another thread. If I need a predictably fast delivery online at a very competitive price of any external or univeral internal part, I'm not going to chance it by ordering it from Dell. There are simply too many excellent online vendors who offer excellent prices with incredibly fast and predictable shipping as another option. (*And as I mentioned, if it is a Dell exclusive part, then I'm going to price it via Dell spare parts and then shop it on ebay if the price is too high.) I'm under the impression that they (Dell) don't seem to put much emphasis on their accessories department(s). Stew |
#8
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Stalled in production: Dell delivery delay
"Dan Sgambelluri" wrote in message news:dixph.615664$5R2.374223@pd7urf3no... I had requested CDs for my D600 that I got off ebay and I got an email on the 9th that they were sending them and I got the CDs on the 10th. Certain things (systems) they are very good at and seem to focus on; other things seem to be of secondary concern. Replacement parts/CD's they've always come through for me; in fact above and beyond. I dunno. Stew |
#9
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Stalled in production: Dell delivery delay
Tom,
It may be a bit beyound the thread, but yes, the iPod is engraved in Shenzhen, China and the FedEx tracking is clear about that (Picked up: SHENZHEN CN). It has been the same for the two iPods I ordered last fall. But hat makes me wonder where the Dell monitors are from... Cheers, Max On 2007-01-11 15:35:44 -0500, "Tom Scales" said: But it is all a matter of being in stock. Clearly your iPod didn't get engraved and shipped from China. It was here, in a warehouse. Dell normally ships fast. You ordered right after the holidays and ordered a very popular model. They were out. It happens. I just ordered two whole computer and got them in 5 days, including a weekend. They weren't out of those "Max" wrote in message news:2007011114120350073-max@nowherecom... Your theory is probably right RNR. However, Dell could probably do better. I order frequently from other stores. If I compare with Apple, for example, where I ordered an iPod on a Thursday, they got it engraved on Friday and it traveled from China to Canada to be on my doorstep on Monday. Now that is rather quick, since the product is personalized. Same thing with an iMac I ordered lately: one day for the order, one day for the configuration, two days for standard shipping. The Internet era is characterized by a new exigency: get what you want, where you want, when you want. Yet some online stores do not seem to get that. If the consumer does not receive the product in a short period of time, he will get tired from such experiences and go back to conventional stores. Should not that be obvious to online stores or am I just missing some business skills? Max |
#10
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Stalled in production: Dell delivery delay
Update on the situation:
Well, the estimated ship date is overdue. It was supposed to be yesterday, Jan. 15. I just called Dell and the product is apparently delayed 8 days. Nice to know, finally! But is it true? I hope the product is worth the wait... Cheers, Max On 2007-01-11 09:17:44 -0500, Max said: I ordered two Dell LCD monitors Wednesday January 3, yet they are still “in production”. How long does it take to take a box and put it in a truck? I am also not mentioning the several inaccuracies I found in Dell’s Canada online order system and personal account. I had to use what we could call “very basic hacking” skills to get the order trough, online! I had to call customer service to make sure all my info was correctly received, which it was. Since Jan. 4, customer service has been telling me that the order was going to leave the next day, but it did not happen yet. *** My question: What steps can I take to find out what is happening? Is the model backordered (can it even be at Dell?), has my order fallen in the trashcan, or has my order warped in the wrong “series of tubes”? P.S.: I post here, because a customer service support ticket opened on Dell’s website last week, did not even return an e-mail confirmation (I have a tracking number, and no, it is not in my spam folder). Thanks for you help, Max |
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