Completely AWOL
February 12th 2010 06:57
The Dell computer that I ordered has gone completely AWOL.
I rang them twice yesterday and just got an endless lot of muzak, and ditto today. Had a look online at the status of the computer (it was due to arrive finally yesterday according to the information up until yesterday) and not only has the date of arrival been removed, but the thing is showing as no date known and please email them for an update. Fat lot of good that’ll do. They haven’t replied to my email from yesterday yet.
Tried the phone automated thingee and that told me that I’d have to speak to a care consultant (or some such fancy name) and I was put back onto the muzak again. What rubbish service!
Finally looked on the Net to see if there was any reference to other people having trouble with Dell from a NZ point of view, and found a consumer site where it talked about someone having trouble getting money back from Dell.
It also referred to the ‘only’ local rep being someone (I thought) called Simpson Grierson. (No, no, not Samsung!) Turned out later this is the name of a legal firm, rather than a person. However I wrote to ‘him’ and explained the situation in detail and then, after I’d sent the email, rang 'him' as well, just to see if there really was someone there.
A receptionist answered and put me straight through to a particular lawyer, who, without
hesitation, began to take details and got me to send all the info I had through to him so he could pass it onto the Dell branch in Sydney. Having a real person acting promptly – particularly since it was getting close to 5 pm - was great, relieving some of the irritation I was feeling about the whole thing.
My suspicion is that when I wrote back to Dell in New Zealand, a couple of weeks or more ago, to say I would have the replacement printer they were offering instead of the model that was out of stock, they’d somehow assumed that I didn’t want the rest of the thing, because there was an odd question asking me if I wanted to have the order rescinded:
If you would prefer to cancel your whole order because of this delay, please let us know by return email within the next 7 days and we will refund you full the purchase price of your order and collect any delivered products that form part of your order.
I don’t now whether that’s the answer, but certainly something odd has happened. And why would I want to rescind the order just because they're offering me a better printer?
In the meantime, we sit and wait. It's not long since our most recent grandchild arrived - just before the New Year. The constant advice to the about-to-be-parents-again was: It will come. Babies always do.
Let's hope my Dell baby gets the idea pretty darn soon!
I rang them twice yesterday and just got an endless lot of muzak, and ditto today. Had a look online at the status of the computer (it was due to arrive finally yesterday according to the information up until yesterday) and not only has the date of arrival been removed, but the thing is showing as no date known and please email them for an update. Fat lot of good that’ll do. They haven’t replied to my email from yesterday yet.
Tried the phone automated thingee and that told me that I’d have to speak to a care consultant (or some such fancy name) and I was put back onto the muzak again. What rubbish service!
Finally looked on the Net to see if there was any reference to other people having trouble with Dell from a NZ point of view, and found a consumer site where it talked about someone having trouble getting money back from Dell.
It also referred to the ‘only’ local rep being someone (I thought) called Simpson Grierson. (No, no, not Samsung!) Turned out later this is the name of a legal firm, rather than a person. However I wrote to ‘him’ and explained the situation in detail and then, after I’d sent the email, rang 'him' as well, just to see if there really was someone there.
A receptionist answered and put me straight through to a particular lawyer, who, without
My suspicion is that when I wrote back to Dell in New Zealand, a couple of weeks or more ago, to say I would have the replacement printer they were offering instead of the model that was out of stock, they’d somehow assumed that I didn’t want the rest of the thing, because there was an odd question asking me if I wanted to have the order rescinded:
If you would prefer to cancel your whole order because of this delay, please let us know by return email within the next 7 days and we will refund you full the purchase price of your order and collect any delivered products that form part of your order.
I don’t now whether that’s the answer, but certainly something odd has happened. And why would I want to rescind the order just because they're offering me a better printer?
In the meantime, we sit and wait. It's not long since our most recent grandchild arrived - just before the New Year. The constant advice to the about-to-be-parents-again was: It will come. Babies always do.
Let's hope my Dell baby gets the idea pretty darn soon!
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This one is just a frustration....
Our equivalent of 1800 is the one I've been ringing. I got onto someone reasonably easily last week, but this week, it's like there's just no one home.