I have recently bought a Intel core 2 duo system with 2407FPW monitor from Dell through one of their Dell Kiosks in Toronto.I requested them to expediate the shipment since I need it early. The sales person informed me that they will try their best to get it early. I placed the order on 12th of Novenember that was due to be delivered on 22nd November. I got the System on 22nd but the monitor was missing.
I looked at th Packing list and the monitor was supposed to shipped with the system.
I immediately called Dell Customer care to notify them of the missing item. They informed me that by mistake the monitor is shipped seperately and gave me the tracking number and opened the case. They adviced me to wait for 24 hours. I keep calling purolator and was told the monitor will arrive after five or next day.
After 24 hours I have to call Dell again and they have to place another Order for the Monitor. I was informed since this is a missing item they epediate the order and I should get it it with 2 or 3 days. I waited for 7 days but the online status keep displaying that Monitor is in Production. Very strange that Monitor need to go through Production too. I kept calling customer care to no avail. Finally on November 29th I was told that Monitor was shipped on November 28th but they can't provide me with the Tracking Number yet and I should call on 29th. I called Customer care agin on 29th but was told quite rudely by the customer care representative that there is no tracking no and that the Dell will not extend the warrantly period on the CPU that I already have though I can't use it. Also Dell went ahead and placed the Bell sypatico 3 month free trial which I will not be able to use til I get the monitor.
I insisted to talk with the Customer care manager who has the same answers and was quite rude too. And told me that Monitor actualy is not even shipped because of bad weather in US and will be shipped after 2 days and implied that I should not even bother calling them for 3 more days .... Also he can't do any thing about High speed 3 month free offer that was part of Dell New order. I never talked with the ISP provider during whole process of ordering the Dell and getting the service but now He wanted me to call them directly to stop activation and Dell has nothing to do with it what so ever ..Surprise ...Surprise ......
I was not expecting such a Customer care service from company like Dell though i have read alot of horor stories in the newsgroups. All I wanted was courteous Cutomer care representative that take initiative to solve the customer issue and are proactive and contact the customers and update them with the status of their case.
Dell can easily provide a rental Monitor or replacement if they can't accomodate 2407 because of some production issues.
Dell Just lost another customer in IT industry and I would definitely not recommend to any one that I know. Please feel free to share your experiences with Dell ...Extending warranty on a system for 3 or 4 weeks or extending 1 month of Sypatico internet and Just showing that you are doing something about the Customer complain doesn't take much but makes all the difference and all the Good companies make sure they keep there existing and potential customers Happy ...
I called bell Sympatico after that to directly talk to them to stop activation of High speed internet till I get the system. Th person was really courteous. I signed and received the Modem a day earlier. The Customer representative from Bell told me no problem he will make sure that the conection is not activated till I get the Dell system and in case I get charged he will readjust the charges. I smiled ... Thats what a good Customer service should be like .. though I do know that some individuals had issues with Bell too ...