Dell - Problems Fulfilling Internet Orders

Posted at 9:32:27 PM in Vendors (39) | Read count: 1323

Frustrated with ordering Inspirons through Dell's online store. The online store says the item is in stock and gives an estimated delivery date. Even the “fast shipment” products failed which should have been delivered in only a few days. But, the day they were supposed to arrive, we get a notice that the order had been canceled. Called in to find out they are out of stock. They offered to place an order an item that they knew was in stock. Then we get a notice that that order has been canceled. Why? Because the item is out of stock. After the third time, I got online to chat and discuss the issue. The chat follows:

2:12:55 PM     Customer   Leonard 
3 times in the last week or so, I've order the Inspiron 660 and all three times it gets canceled saying the item is not longer available
 2:13:07 PM     Customer   Leonard 
then I go on the web site and it's still there. Please explain
 2:13:42 PM     Agent   Dell G 
Sorry to hear that. Let me help you out.
 2:13:52 PM     Agent   Dell G 
Can I have the order numbers so I can check?
 2:14:02 PM     Customer   Leonard 
I don't have it
 2:14:22 PM     Customer   Leonard 
3 times I've given it and 3 times I get another insprion 660 and still they get canceled
 2:14:31 PM     Customer   Leonard 
so, I don't think giving you that info is going to help at all
 2:14:48 PM     Customer   Leonard 
do you, or do you not sell inspiron 660s?
 2:15:07 PM     Agent   Dell G 
yes we still do.
 2:15:19 PM     Customer   Leonard 
then why can't i get 3 of them?
 2:16:32 PM     Agent   Dell G 
I really don't know why they are being canceled. Can I have your business name and phone number so I can pull up your customer profile?
 2:17:25 PM     Customer   Leonard 
xxx, ###-###-####
 2:17:55 PM     Customer   Leonard 
we needed these yesterday
 2:18:10 PM     Customer   Leonard 
and each time we have to wait 3 or 4 days to find out they've been canceled
 2:18:52 PM     Agent   Dell G 
really sorry to hear that. Let me check that for you. Kindly give me some time.
 2:23:52 PM     Agent   Dell G 
That' weird. Looks like you were trying to order something that is out of stock already. Right now here are our current packages for the Inspiron 660s.
 2:24:02 PM     Agent   Dell G 
 2:24:51 PM     Customer   Leonard 
yea right
 2:25:00 PM     Customer   Leonard 
that's exactly the same model I ordered before
 2:25:04 PM     Customer   Leonard 
no difference at all
 2:25:17 PM     Customer   Leonard 
i5 inspiron 660 for the same exact price
 2:25:34 PM     Agent   Dell G 
If you want I can assist you in ordering so I can check if they are still on stock prior to ordering.
 2:25:37 PM     Customer   Leonard 
I'm struggling to order this item yet again
 2:25:49 PM     Customer   Leonard 
you guys did that with the last order
 2:25:57 PM     Customer   Leonard 
i got this assistance
 2:26:08 PM     Customer   Leonard 
confidence level here is zero
 2:27:03 PM     Agent   Dell G 
Upon checking both orders were made online.
 2:27:10 PM     Customer   Leonard 
really
 2:27:17 PM     Customer   Leonard 
the last order was made through a rep
 2:27:49 PM     Customer   Leonard 
forget it. I'm going to recommend we buy the PCs at a store. Ur service his horrible. I mean really horrible
 2:28:33 PM     Agent   Dell G 
really sorry about that. I wish you could give us another shot.
 2:28:43 PM     Customer   Leonard 
well u know what they say
 2:28:48 PM     Customer   Leonard 
3 strikes and your out
 2:28:54 PM     Customer   Leonard 
I've been using you guys for over 10 years
 2:29:10 PM     Customer   Leonard 
since you dropped the Vostro line, I have had nothing but trouble
 2:29:43 PM     Agent   Dell G 
I couldn't blame for feeling that way. I am a consumer myself and understand how frustrating it is.
 2:29:53 PM     Customer   Leonard 
thank you.
 2:29:58 PM     Customer   Leonard 
i might buy a dell from Fry's
 2:30:18 PM     Customer   Leonard 
At least I will know it's in stock, which I can't tell through you guys at all
 2:31:03 PM     Agent   Dell G 
Totally understand Leonard. Please accept our deepest apologies and hope we can earn your business again the future.

This would have been the end of it for me, but my customer decided to try to order a fourth time from Dell because Staples only had 2 in stock and they needed 3. The fourth order went through and we got the computers.

Dell's online service seems to have faltered. I use to order their computers online because I could customize the package. It appears that retail outlets now take precedence over Internet sales as we repeatedly got bumped from our order. I was also sadly made aware that the retail outlets can give you better quality Dell products at a better price than you can get through Dell's own internet outlet. OnIine, I could only buy the poorer quality flat screen monitors. But, in stores like Staples, I could buy a Dell monitor with a shiny, smooth frame (online, they were the matte plastic dull frames) with a glossy screen and bright colors, high resolution and HDMI (The online monitor is only offered with the matte finish and low resolution). In stores for the higher quality monitor it costs $139.00. The online monitor, 2 inches smaller, would cost me $219.00 with the computer. Granted, the store monitor was on sale.

I no longer buy monitors from Dell at all. I now price the computers in store before I shop online. I still like to get the windows professional OS installed, so I'll buy from Dell online for the computer, but one fail and I'm in the store. Oh, and I avoid the phone sales guys at all costs. Their objective is not to sell you a good deal. I stopped calling them when I discovered the Vostro line which, in my opinion, outlasted every Optiplex I ever installed (Optiplex is the business class PC that the phone guys would always say was a higher standard PC - it sure was more expensive).

 

Written by Leonard Rogers on Monday, October 14, 2013 | Comments (0)


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