var json_comments = new Array("

$\"user-pic\"$

November 13, 2009 4:35 PM

Moderate | Flag for review

Here's the thing I don't get - he ordered a \"previously ordered new\" computer. Which means that Dell had ONE computer, a specific computer, with the specs he wanted. So they don't need to find A computer with his specs, they need to find THE computer he ordered.

GOOD customer service would be admitting that they lost/sold the computer he ordered, and saying they'll upgrade him to a new computer with comparable specs.

7 replies

$\"user-pic\"$

November 13, 2009 4:35 PM

Moderate |Flag for review

@katstermonster: I'm awaiting a replacement system from Dell (and am on the phone awaiting a status update as I type this). It was supposed to arrive a week ago but they \"cancelled my order\" due to a \"configuration issue with McCaffee\" (yes, the software product that I neither need nor want).

I was told that due to this my order would be delayed even further, despite the fact that the actual system was still in the process of being configured. I have a hunch this is a case of the right hand not knowing what the left is doing (as has been my general experience with them in every encounter) as the people who gave him the delivery estimate are not the people involved with the actual configuration and have no clue when the machine will actually be shipped or how any of that works.

Bottom line...you can escalate all you want with Dell (and you should), but you likely will end up just having to wait until they send it which may be god knows when. Hopefully you can at least get an upgrade out of the ordeal.

$\"user-pic\"$

Xerloq

November 13, 2009 4:35 PM

Moderate |Flag for review

@katstermonster: They should also let him keep the XPS computer.

Dell had quick ship models. They should find one with equal or better specs and send to him today.

$\"user-pic\"$

ShiningSquirrel

November 13, 2009 4:35 PM

Moderate |Flag for review

@katstermonster:
As I said in my other post, \"the\" computer is probobly already sold to another customer. The OP is making a mountain out of a mole hill. They almost always say something like \"within 14 days\". Useally it ships much faster, but they have to cover themselves. If they said 5 days, and it took 10, you know it would be posted here.
We had a similier situation with a server. They told us they would \"try\" to send out a similier computer within 2 weeks. 3 days later we had a MUCH better machine then what we originally purchased. The OP does not even seem to want to give Dell a chance to make it right.

$\"user-pic\"$

korybing

November 13, 2009 4:35 PM

Moderate |Flag for review

@ShiningSquirrel: The thing that struck me as dumb is that they said they'd \"overnight\" the computer \"within 18 business days\" and didn't think that sentence sounded absolutely ridiculous.

$\"user-pic\"$

November 13, 2009 4:35 PM

Moderate |Flag for review

@ShiningSquirrel: There's a rather notable difference between \"within fourteen days\" and \"within eighteen business days,\" especially when they've already had your money for a week. I can't blame him for being unhappy with being out $2000 for a month before they ship what I actually ordered, especially when that wasn't what I signed on for and what I gave them the credit card for.

I'd be more tolerant if they said honestly, \"We're sorry, it was just the one computer like the one you ordered and we mistakenly shipped it to somebody else. Right now we don't actually have one, but stuff comes in often enough that it's likely to come in by the end of the month.\" Followed by a query as to whether I preferred to leave the charge on there in the interim or if I'd rather get a credit, since it wasn't clear when the new one would be available.

$\"user-pic\"$

November 13, 2009 4:35 PM

Moderate |Flag for review

@ShiningSquirrel: Servers are from Dell Business. Adamos are from Dell Home (or Hell Dome, if you like spoonerisms). HUGE difference in overall customer service quality between the two.

But, you do make a good point. Businesses always get reamed when they overpromise and underdeliver. Don't you think that 18 business days (3 1/2 weeks) is slightly excessive, though, window-wise?

BTW, Nelling Spazi called. Useally should be \"usually\", and similier should be \"similar\".

$\"user-pic\"$

November 13, 2009 4:35 PM

Moderate |Flag for review

@dorianh49: More than 3 1/2 weeks, because it'll include Thanksgiving.

$\"user-pic\"$

November 13, 2009 4:35 PM

Moderate |Flag for review

@ShiningSquirrel: Yeah, what Pecan Pi said. It's not that they shipped his computer to someone else, it's that they seemingly haven't admitted that they shipped his computer to someone else. And yes, 18 days is a long time when they already took your money and promised a computer that they clearly can no longer delvier.

","

$\"user-pic\"$

ShiningSquirrel

November 13, 2009 4:35 PM

Moderate |Flag for review

Why does he have to wait?
Most likely because the compuiter he actually ordered has already been sold to another customer. The computers in the outlet go rather fast, and there are only a single one of each, so it's not like they just slap another one together. They are waiting for a similier outlet laptop, thats all, and it's pretty normal. I would suggest the OP stop putting up a fuss and keep quit on this one for awhile, because what they useally do is if thay cannot fulfill the original order in the time specified, they offer a better machine at the same price.

2 replies

$\"user-pic\"$

November 13, 2009 4:35 PM

Moderate |Flag for review

@ShiningSquirrel: Exactly. They need to stop pretending like they're going to get him that exact machine, do the right thing, and upgrade him, preferably to a new one.

$\"user-pic\"$

CompyPaq

November 13, 2009 4:35 PM

Moderate |Flag for review

@ShiningSquirrel: Actually, knowing dell, they will probably give him a downgrade and insist that its the same.

","

$\"user-pic\"$

thisheregirafFe

November 13, 2009 4:35 PM

Moderate |Flag for review

i actually ordered a new comppy from dell about three weeks ago. the day before it was supposed to ship i got an email saying my order would be delayed. the initial estimated delivery date was for 10/30. the 'delayed' arrival got to me on 10/31....

so, maybe there is hope? it seems to me they tend to err on the side of caution when giving ship dates...

","

$\"user-pic\"$

gStein_*|bringing starpipe back|*

November 13, 2009 4:35 PM

Moderate |Flag for review

Laura's \"Nooo! Anything but that!\" was my thought exactly when he mentioned getting a mac.

5 replies

$\"user-pic\"$

November 13, 2009 4:35 PM

Moderate |Flag for review

@gStein_has joined the star bandwagon:
Mac's don't have to be really expensive. I built one for a couple hundred and use it more than my $1500 custom built PC.

$\"user-pic\"$

November 13, 2009 4:35 PM

Moderate |Flag for review

@gStein_has joined the star bandwagon: Irony: I use a Mac.

$\"user-pic\"$

korybing

November 13, 2009 4:35 PM

Moderate |Flag for review

@gStein_has joined the star bandwagon: Aww, I love my Mac. :( Always gettin' all the hate.

I got a refurbished MacBook Pro from Apple for less than the OP paid for his computer, and I didn't have to jump through the hoops he's jumping through. Macs aren't always more expensive.

$\"user-pic\"$

Difdi

November 13, 2009 4:35 PM

Moderate |Flag for review

@korybing: PCs are kinda like an older, somewhat clunky minivan. They might be a touch slow, they might not start on the first try, and they generally (though there are exceptions) lack any kind of cool factor. But you can drive them anywhere.

Macs are kinda like a super-hot, top of the line speedboat, with amazing cool factor. They start first time every time, go blazing fast. Unfortunately, you're parked in the middle of a desert.

$\"user-pic\"$

korybing

November 13, 2009 4:35 PM

Moderate |Flag for review

@Difdi: I don't really understand your analogy. I got my mac specifically because it was better suited to the graphics programs I subject it to every day (heavy heavy Photoshop use on the thing). From my personal experience with both PCs and Macs, I feel that a Mac is more geared to what I need out of a computer. It works better and faster for me than any of my PCs ever did, so I don't know how it's comparable to an awesome speedboat in the middle of a desert.

$\"user-pic\"$

November 13, 2009 4:35 PM

Moderate |Flag for review

@gStein_has joined the star bandwagon: and paid three times as much for it.

","","

$\"user-pic\"$

pecan 3.14159265

November 13, 2009 4:35 PM

Moderate |Flag for review

Yes, get a Mac.

But if you don't join our fabulous group of very cool people (we have cookies!), I suggest you call someone higher up in the food chain or launch a EECB. There's no reason why Dell should have sent you a random desktop computer when there is precisely one Adamo laptop in their warehouse with the specifications you ordered.

And praytell, why did Dell not hook up with the people from Battlestar and launch a special edition Adama laptop with cut off corners? Is it because there are no computers on the Galactica? Pshaw.

5 replies

$\"user-pic\"$

Xerloq

November 13, 2009 4:35 PM

Moderate |Flag for review

@pecan 3.14159265: Hey, PCs have cookies, too! My antivirus program is constantly warning me about them.

I wish it would let me eat them instead of it deleting them...

$\"user-pic\"$

November 13, 2009 4:35 PM

Moderate |Flag for review

@pecan 3.14159265: Its called AdamO. And there ARE computers on the Galactica. They just are not networked.

$\"user-pic\"$

November 13, 2009 4:35 PM

Moderate |Flag for review

Which basically means that the wireless will not work on those babies.

$\"user-pic\"$

pecan 3.14159265

November 13, 2009 4:35 PM

Moderate |Flag for review

@MostlyHarmless: I know it's the Adamo, I said so in the first paragraph. I played word association in my head though and thought a laptop with cut off corners was a good idea. Hmph.

@zentex: The cookies were a one-time 'switch to Mac' deal - if you switch from a Mac to a PC, you get an intervention. No cookies, only kleenex.

$\"user-pic\"$

korybing

November 13, 2009 4:35 PM

Moderate |Flag for review

@pecan 3.14159265: Aw, I missed the cookies when I switched to a mac. Do they still give them out if you keep your old PC and give it to your husband? Or are the cookies only for the people who get rid of the PCs altogether?

$\"user-pic\"$

November 13, 2009 4:35 PM

Moderate |Flag for review

@pecan 3.14159265: Yeah, didnt read. Just caught the last sentence, which was clearly incorrect.

$\"user-pic\"$

zentex

November 13, 2009 4:35 PM

Moderate |Flag for review

@pecan 3.14159265: I've had a mac for 4 years and no one offered me cookies!

","

$\"user-pic\"$

larrymac thinks testing should have occurred

November 13, 2009 4:35 PM

Moderate |Flag for review

OK, yeah, Dell messed up and the conflation of \"within 18 days\" and \"overnight\" makes my head asplode, I'm amused with his accounting: \"I paid more than $18 (if you count the steak dinner I had somewhere else) for a double cheeseburger.\"

4 replies

$\"user-pic\"$

coren

November 13, 2009 4:35 PM

Moderate |Flag for review

@larrymac - please put me on your do not call list: They'll ship it out within 18 business days, and when they do it will be shipped with overnight shipping.

$\"user-pic\"$

treimel

November 13, 2009 4:35 PM

Moderate |Flag for review

@larrymac - please put me on your do not call list:

He said separate order, not \"somewhere else.\"

$\"user-pic\"$

josquin021

November 13, 2009 4:35 PM

Moderate |Flag for review

@larrymac - please put me on your do not call list:
I think \"asplode\" is, um, something else. Like what happens after eating that Taco Bell mess that was posted a few days ago.

$\"user-pic\"$

larrymac thinks testing should have occurred

November 13, 2009 4:35 PM

Moderate |Flag for review

@josquin021: [www.urbandictionary.com]

@treimel: It's called an analogy. I'll let you find your own definition link for that.

$\"user-pic\"$

treimel

November 13, 2009 4:35 PM

Moderate |Flag for review

@larrymac - please put me on your do not call list:

Ummm ... that's not what an analogy is. See, I didn't say \"but he's not buying food\" because that part is what makes it an analogy. The \"someplace else\" is what makes it a *false* analogy.

","

$\"user-pic\"$

Newvox

November 13, 2009 4:35 PM

Moderate |Flag for review

Seems to me that in betweeen his order and shipping, the one-of item got shipped to someone else.
This was a one of a kind, so if they sold the one, they have to make you another to order, which is their regular thing and does take some time.
It sucks, but it's the same with any one-of item.

2 replies

$\"user-pic\"$

SaraFimm

November 13, 2009 4:35 PM

Moderate |Flag for review

@Newvox: I agree. I bet the other person is laughing and very happy he got a laptop--probably at a discount. Or the other person is upset and Dell is just waiting for that person to contact them or they're trying to find that person.

$\"user-pic\"$

Difdi

November 13, 2009 4:35 PM

Moderate |Flag for review

@Newvox: Quick! Someone order a new Dell and return it!

","

$\"user-pic\"$

November 13, 2009 4:35 PM

Moderate |Flag for review

what I wonder is: did they think after receiving a desktop he'd go \"well.. this is just as portable.. it'll work\"???

","

$\"user-pic\"$

November 13, 2009 4:35 PM

Moderate |Flag for review

Yes, get a Mac. Or at least, don't get a Dell. There are plenty of companies that make Windows laptops, if that's what you want... Dell clearly doesn't want your business, so buy from someone else.

5 replies

$\"user-pic\"$

rdm

November 13, 2009 4:35 PM

Moderate |Flag for review

@vladthepaler: Who is the best laptop manufacturer for Windows? Dell used to be the go-to company. I bought a Compaq (groan) 3 years ago that died within 18 months. I can't afford Alienware (/Dell). What is the best other option?

$\"user-pic\"$

November 13, 2009 4:35 PM

Moderate |Flag for review

@rdm: Toshiba is one of the best notebook manufacturers out there. I've had a few and no problems. Avoid DHell like the plague; steer clear of HP too, they're just as bad as DHell.

$\"user-pic\"$

November 13, 2009 4:35 PM

Moderate |Flag for review

@rdm: Mac, Windows CD + License, Boot Camp.

Install Windows, use Apple's driver CD, everything works.

$\"user-pic\"$

coren

November 13, 2009 4:35 PM

Moderate |Flag for review

@Nick1693: I don't know, if you're not going to be using OSX, to me Mac laptops feel ovepriced compared to comparable PC laptops. but then again, I'm an IT guy so I rarely end up using tech support, so the real value (great customer/tech support) never comes into play for me

$\"user-pic\"$

korybing

November 13, 2009 4:35 PM

Moderate |Flag for review

@coren: Yeah, I don't really understand getting a mac if you're just gonna run Windows on it. The OS is the reason I've stuck with Macs. If Hackintoshes were legal I'd have one in a heartbeat. I like Apple's computers great, I've beat the living hell out of my 12 inch PowerBook and my 15 inch MacBook and they keep ticking, but they're pretty expensive, especially if you want a large harddrive or any other optional things. The accessories are way overpriced and in the case of power cords, break often.

$\"user-pic\"$

dfens42

November 13, 2009 4:35 PM

Moderate |Flag for review

Just got a nice Toshiba from newegg.com for $500...3 GB RAM, Duo Core, Home Premium, looks and runs sharp.

$\"user-pic\"$

November 13, 2009 4:35 PM

Moderate |Flag for review

@rdm: For a non-gaming machine, there's no reason to go Alienware. If you want a Dell, buy a Latitude. Between work and personal machines, since 1994 I've had 6 different Latitudes (including the one I'm using right now) and they've all been stable, reliable workhorses that lasted for years of daily use. My work machine (a Latitude D610) is about 3 years old and its only issue has been a rubber foot that needed to be glued back on. The D600 before it was still running without problems at 2+ years old when I upgraded to the newer machine because I was going to be working remotely about 200 miles from the office, it got passed down to someone else in the company.

","

$\"user-pic\"$

pecan 3.14159265

November 13, 2009 4:35 PM

Moderate |Flag for review

Keep the laptop, ship me that kitty!

","

$\"user-pic\"$

November 13, 2009 4:35 PM

Moderate |Flag for review

I guess I just don't understand why a computer company (or anyone with a huge internets business in the 21st century) can't manage to have an integrated system that tracks stuff like orders and inventory and is linked in with customer and technical support.

of course I'm still waiting for my flying car.

","

$\"user-pic\"$

Spin359

November 13, 2009 4:35 PM

Moderate |Flag for review

Sure, pay the mac tax. I have to admit there machines are very pretty. I do not find there software useful however. Perhaps you should do what some people do now and get a mac and load windows on it without any mac software.

5 replies

$\"user-pic\"$

November 13, 2009 4:35 PM

Moderate |Flag for review

@Spin359: I'm wondering where this software is that you keep talking about. You see, you keep saying \"there\" software and \"there\" machines, leading me to believe that you have found the secret lair of the fan boys. Please, tell me where I may find it, so that I may go worship!!!1!11

$\"user-pic\"$

November 13, 2009 4:35 PM

Moderate |Flag for review

@Spin359: Compared to the Adamo, there really isn't a Mac Tax. A Macbook Pro that's comparable to a particular Adamo has a very comparable price, the Adamo isn't a $499 Inspiron.

$\"user-pic\"$

pecan 3.14159265

November 13, 2009 4:35 PM

Moderate |Flag for review

@Spin359: What software comes automatically with a Windows machine that you do find useful?

$\"user-pic\"$

November 13, 2009 4:35 PM

Moderate |Flag for review

@pecan 3.14159265: The anti-virus packages of course!

$\"user-pic\"$

November 13, 2009 4:35 PM

Moderate |Flag for review

@pecan 3.14159265: I didn't know people purchased computers for just the built in software.

$\"user-pic\"$

November 13, 2009 4:35 PM

Moderate |Flag for review

@AirIntake: I have... iMovie HD, iPhoto, and GarageBand are tons better than what I could find for free for Windows. Windows Movie Maker doesn't even come close to iMovie, IMO.

$\"user-pic\"$

pecan 3.14159265

November 13, 2009 4:35 PM

Moderate |Flag for review

@AirIntake: I was just kind of confused by Spin359's comments about Mac software not being useful. I guess if you need Word Processing, you still need Microsoft, but you don't need Windows to have Office. I just have never seen any case in which Windows had any built-in software that was actually useful in a way that OS X software could not be.

$\"user-pic\"$

coren

November 13, 2009 4:35 PM

Moderate |Flag for review

@pecan 3.14159265: Perhaps he meant the OS? which I can see, for someone who's been using Windows platforms exclusively, it can be rather counter intuitive in some ways

","","

$\"user-pic\"$

rougebob

November 13, 2009 4:35 PM

Moderate |Flag for review

This is standard from Dell; we have it happen all the time when a user destroys the system. Usually you receive it in 3 days.

","","

$\"user-pic\"$

aznjoker

November 13, 2009 4:35 PM

Moderate |Flag for review

Is consumerist that desperate for a story to post?

This is a simple mistake, and yes, mistakes do happen dammit. No company is perfect, they can only strive for perfection. They are trying to rectify the problem and this guy is demanding even more.

If you \"needed\" something quick, that's what brick-and-mortar stores are for.

Maybe Dell can take a page out of T-Mobile's book and give the OP some porn to keep him occupied for the next few weeks.

6 replies

$\"user-pic\"$

coren

November 13, 2009 4:35 PM

Moderate |Flag for review

@pecan 3.14159265: Business days, no less. I don't have a calendar in front of me, but that changes the timeline to around the second week of December rather than before Thanksgiving.

$\"user-pic\"$

coren

November 13, 2009 4:35 PM

Moderate |Flag for review

@aznjoker: This isn't about the speed of his original order, per se. Which should have been relatively quickly. This isn't a machine to be built, or a machine that needed one missing part, or something backordered. This was an already existing machine that was (as I understand it) basically open box, or similar to open box. All it should have taken is packing it up and shipping it out. And even if a mistake was made, locating said machine shouldn't take the equivalent of four plus weeks - it should be easy to either find this machine or to tell the guy \"hey, our bad, we sold it/don't have it anymore/can't find it. We can offer you a refund, or similar item x at discounted price y to make up for our screw up\".

$\"user-pic\"$

aznjoker

November 13, 2009 4:35 PM

Moderate |Flag for review

@pecan 3.14159265:
@coren:

Outlet has 1, read ONE, computer of that exact model, unless there's some freak anomaly where two, or more, people order the same exact specs and return it. In this case, they probably sold the same computer twice.

They will have similar models, but not exact. They are trying to see if they get a return with the exact specs to fulfill the order. If they can't, they'll either refund or upgrade.

And I stand by my earlier comment, if the OP \"needed\" a laptop in such a hurry, go into a B&M store. As an engineer and gamer, a computer around $2000 with full warranty and accessories is not a lot of money. Certainly above average, but not like the \"big spender\" he thinks he is.

@UGAdawg:
You're correct, there's some fluff time built into that estimate. Because things do happen, and simple mistakes like selling the same freaking computer twice occur. When my company gives an ETA, we purposely add a few days to cover our ass and look good when we get deliver goods \"early\". Standard practice.

$\"user-pic\"$

November 13, 2009 4:35 PM

Moderate |Flag for review

@aznjoker: And if the CSR had said roughly what you did, I, at least, would have been less annoyed, especially if it had been coupled with an acknowledgment that over a month is a long time for them to keep his money before they ship a computer, and would he like it back?

But that's not what happened. He was simply told that they had to \"find\" him the computer he ordered, and that it would take until December. Which is pretty crappy of them.

$\"user-pic\"$

thisistobehelpful

November 13, 2009 4:35 PM

Moderate |Flag for review

@aznjoker: A few days does not equal two and a half weeks. And since that's most likely 18 business days, it's actually 3 and a half.

$\"user-pic\"$

pecan 3.14159265

November 13, 2009 4:35 PM

Moderate |Flag for review

@aznjoker: It's not a simple mistake. They shipped him a computer that was entirely different from what he ordered. They acknowledged their error, but then required 18 days to correct it!

$\"user-pic\"$

xl22k

November 13, 2009 4:35 PM

Moderate |Flag for review

@pecan 3.14159265:

18 business days, throw in a holiday weekend is more than a month.

$\"user-pic\"$

November 13, 2009 4:35 PM

Moderate |Flag for review

@pecan 3.14159265: 18 days is the average time it takes for Dell to build a ship a machine when ordered new. Most likely they lost the unit he was wanting. I order from them on a professional and personal basis and usually get this time frame. Most cases they'll ship the item much faster than the stated 18 day window. I had ordered a monitor for my dad. I got the same 18 day spiel. The monitor arrived within a week. My guess is that they state that lead in time because they keep the least amount of inventory on hand which is smart given they are manufacturing stuff that depreciates very quickly in a matter of days.

$\"user-pic\"$

November 13, 2009 4:35 PM

Moderate |Flag for review

@UGAdawg: If they're truly building him a new computer (which is what they SHOULD be doing, since they lost/sold the one he ordered), they should be falling over themselves to (a) be much more apologetic than it appears they were, and (b) get that sucker out the door as fast as possible.

Also: we're coming up on Thanksgiving here. By my count, 18 business days from now is.... December 3rd. MAYBE December 2nd, if they're working on the day after Thanksgiving, which I doubt. This is absolutely unacceptable, especially considering he ordered the item on October 30th. I assume he ordered from Dell Outlet largely because of the fast turnaround...they need to make up for this mistake in a big way, and they just aren't doing that.

$\"user-pic\"$

November 13, 2009 4:35 PM

Moderate |Flag for review

@katstermonster: Trust me. It's not going to take him that long to get his notebook. Their turn-around is faster than what they normally state. It's all apart of 'Under promise and over deliver'. It's what's done. He'll most likely receive it before Turkey Day.

","

$\"user-pic\"$

tonberry

November 13, 2009 4:35 PM

Moderate |Flag for review

return the dell, purchase either a toshiba or asus laptop. *note i do not work for either company* in my experiance i have always had nothing but trouble with dells. toshiba's have been great for me and the wife. and i have two friends who swear by asus for laptops.

on the other hand if your going to spend that much money on one you might as well get a mac notebook,(i hope you do not plan to game on it).

2 replies

$\"user-pic\"$

pecan 3.14159265

November 13, 2009 4:35 PM

Moderate |Flag for review

@tonberry: I like Asus laptops for their innards, but the casing is often cheap and terrible. I had an Asus laptop that started splitting near the monitor. Customer support told me that I would have to ship it to them for repair, but that it was a $150 fee just to look at it without a guarantee that they could even do anything about it, even though it was clear that they still made the laptop so they should have been able to just swap the casing around the monitor.

$\"user-pic\"$

tonberry

November 13, 2009 4:35 PM

Moderate |Flag for review

@pecan 3.14159265: that is the one thing you need to be aware of, Asus' tech support sucks. I used to swear by their motherboards, but for the price they are no longer worth it to me. that sucks about your laptop, I hope everything eventually worked out with it.

$\"user-pic\"$

pecan 3.14159265

November 13, 2009 4:35 PM

Moderate |Flag for review

@tonberry: Even though one small corner of the monitor has exposed parts, the computer still runs very well. It's been donated to some young family members though.

","","","","","","","","","","","","","","","","","

$\"user-pic\"$

Ronin-Democrat

November 13, 2009 4:35 PM

Moderate |Flag for review

get a mac and if you must lay windows down on it.
but do use the mac os, you'll be glad you did.

","","","","","

$\"user-pic\"$

Dyscord

November 13, 2009 4:35 PM

Moderate |Flag for review

Chances are, he'll have it much sooner than 18 days. Places ALWAYS overstate shipping times so that they're covered. Better to say you'll get it in two weeks and actually get it in three days than to say three days and you get it in two weeks.

That's why Amazon has a policy in which you have to wait around two weeks before you report something as lost in the mail.

2 replies

$\"user-pic\"$

Hooray4Zoidberg

November 13, 2009 4:35 PM

Moderate |Flag for review

@Dyscord: Typically yes, but it seems with Dell they almost always take the maximum amount of time, no matter what you buy it seems to be 3 weeks. Why the biggest computer vendor in the world still needs 3 weeks to ship an order is beyond me though. The rest of the internet doesn't seem to have this problem.

$\"user-pic\"$

xl22k

November 13, 2009 4:35 PM

Moderate |Flag for review

@Hooray4Zoidberg:
Actually they're the 2nd biggest now...

","","

$\"user-pic\"$

Hooray4Zoidberg

November 13, 2009 4:35 PM

Moderate |Flag for review

It's gonna be really funny if in 18 days only a box with a hard drive arrives.

","","","","","","","","","","","","","","","","","

$\"user-pic\"$

Slave For Turtles

November 13, 2009 4:35 PM

Moderate |Flag for review

Similar thing happened to me 7 years ago. I ordered a Dell refurb laptop via phone. What showed up on my doorstep was not what I had ordered. I called them up, and they told me that *I* was mistaken about what I ordered, and they were pretty rude about it. (I wanted a 14.x\" display, and I received a 15\" which is a larger computer. I know I didn't order that.) I ended up keeping it since it was similar enough, but I learned that having at least an email receipt would have helped, but I don't think the CSR would have been any more polite. I don't think I will ever get another Dell, but truth be told, this computer is still running nicely.

","","","","","","

$\"user-pic\"$

November 13, 2009 4:35 PM

Moderate |Flag for review

In the next 18 business days, on one of those days it will be shipped overnight.

3 replies

$\"user-pic\"$

xl22k

November 13, 2009 4:35 PM

Moderate |Flag for review

Yes and when you figure business days + holiday weekend that's more than a month!!!

(I submitted this story...)

$\"user-pic\"$

November 13, 2009 4:35 PM

Moderate |Flag for review

@xl22k: At least you got warning. It took me a month from the time my laptop first shipped to the time I had one that worked. I had been told it would take about a week, but when the delays started I got worried. Because the replacement was arranged outside of technical support (those bastards wanted to call a problem with a 1-day old computer out of warranty service), it was never logged properly and I couldn't find any record indicating a case number or replacement authorization. I found out only well after the fact that the CPU was backordered and that caused an extra 3-week delay. Be glad you at least have an estimate and method of tracking your ticket status.

$\"user-pic\"$

November 13, 2009 4:35 PM

Moderate |Flag for review

@Conrad: Yes, but it still sounds silly.

","

$\"user-pic\"$

f5alcon

November 13, 2009 4:35 PM

Moderate |Flag for review

They have gotten in trouble for under estimating ship dates, so now they over estimate, its on or before those 18 days, it will be less probably.

","","","","

$\"user-pic\"$

jdmba

November 13, 2009 4:35 PM

Moderate |Flag for review

A mac. If you wanted to buy a computer, why would you then change and buy a mac.

Oh, I need to buy a car ... wait, you don't have any on the lot right now? Wow, ok, in that case I'll take a sandwich instead.

\"What color is it\" is not a valid computer spec.

","","","","","","","

$\"user-pic\"$

November 13, 2009 4:35 PM

Moderate |Flag for review

This is another reason not to get Dells. My workplace experienced this last year ordering monitors from them. The Government is first priority on Dells list. They take care of them first before you.

","

$\"user-pic\"$

November 13, 2009 4:35 PM

Moderate |Flag for review

One particular complication - the computer was a brand new one. I would consider the only acceptable 'comparable' replacement would also be brand new.

Chances are Dell will end up sending this individual an actual refurb computer this time. That is why it may take 3-4 weeks...they have to wait for a used one to show up.

If Dell really did want to send a new computer (which they should) it could easily be manufactured brand new. Dell screwed up, and this is how Dell should fix it.

I do not see this ending well.

","","","","","

$\"user-pic\"$

mythago

November 13, 2009 4:35 PM

Moderate |Flag for review

@aznjoker: $2000 is a lot of money even if you're an \"engineer and a gamer\". Geez.

","

$\"user-pic\"$

aznjoker

November 13, 2009 4:35 PM

Moderate |Flag for review

And where exactly did I ever say $2000 wasn't a lot of money? I'm just putting things into perspective.

Personally, I built my own desktop. Monitor and all accessories, $1500. Price it on Alienware or another gaming computer company, ~3000.

@everyone complaining about the \"unrealistic\" 18 day window

Any one of you work in manufacturing? Then, anyone work in customized products? Then, anyone ever had to handle returns of custom products?

If not, then stop saying it's unreasonable because you have nothing to base it on, besides \"That's what I think.\" I work for a manufacturing company, and just because something went wrong, doesn't mean all work stops just to please one customer. Things take time to sort out, search, and try to find a replacement.

I'm not saying Dell is right either, but they only gave 18 days as an estimate. And since people don't understand the meaning of estimate, they have had to pad that number. And second, it's business days BECAUSE THEY DON'T HAVE PEOPLE WORKING ON THE FREAKING WEEKEND.

","

$\"user-pic\"$

jp7570

November 13, 2009 4:35 PM

Moderate |Flag for review

The OP didn't indicate if his credit card had been charged for the purchase when he received the wrong delivery. (I assume this was bought with a credit card since it was purchased online.) If so, he has the option of disputing the charge if Dell can't make good on the order.

At the very least, Dell should issue a credit for the purchase until the correct order is delivered. Or they could also offer to ship the same model with upgraded software, faster processor, increased memory, or something to \"atone\" for their error.

I have read posts from many on here about bad experiences with Dell, but I have ordered 3 computers from them in the past 5 years (2 laptops and a desktop) and have never had any problems. Then again, that also means I've never had to go through Dell Cusomer Assistance, so I can't say what that would be like. But my experience with the products has been without incident so far.

1 replies

$\"user-pic\"$

xl22k

November 13, 2009 4:35 PM

Moderate |Flag for review

I'm the OP, yes my Dell Account was charged the full amount.

","","","","

$\"user-pic\"$

November 13, 2009 4:35 PM

Moderate |Flag for review

Michael@Dell.com is getting to be a pretty crappy contact for EECB. The emails go to the same india call centre that the bulk of the problems come from, and I've spoken to one guy there that I know for a fact I've spoken to before as a regular old csr. Unless somebody has a set of actual executive contacts, the \"contact Michael Dell\" post should be taken as YMMV at best.

1 replies

$\"user-pic\"$

xl22k

November 13, 2009 4:35 PM

Moderate |Flag for review

@Happy13178:
You're right. I e-mailed Michael@dell.com and an indian guy claiming to be from the Dell Corporate Office called me back saying the exact same things the previous reps said.

I e-mailed some other executives and one personally replied that he was forwarding my e-mail and less than an hour later someone from Dell (speaking perfect English) called me and resolved the problem.

","","

$\"user-pic\"$

celeb8

November 13, 2009 4:35 PM

Moderate |Flag for review

Take your money back and go buy a laptop elsewhere. That's a ripoff of epic proportions, and frankly unless it's the undisputed King of the laptops you're paying too much. Especially since you'll be relying on these jokers in the future if anything goes wrong.

","","

$\"user-pic\"$

November 13, 2009 4:35 PM

Moderate |Flag for review

I kinda just wanna say buyer beware on this one. .

Its the Dell Outlet Store.
From what people have said, they get all the built computers that people ordered, but never got sent out. They get the oddballs and one-offs.

If he ordered it directly from Dell, that would be one thing. But he ordered it from the outlet store.

Besides, there's no guarentee that it will take 18 days for him to get a computer. Stores are legally required to ship items within so many days of telling the customer they will, so they give long shipping estimates.

","","");