The interesting case study here is how I “tweeted” my discontent and the resolution took place at a “tweetup” ! Dell are using social media well to service their customers.

Cheers,
Tony

You have my sympathies for having had to deal with them.

Dell’s call centre staff seemed to just follow a (flawed) procedure rather than stepping back and thinking about how the customer could be kept happy.

In my case, things were only sorted out when a senior staff member got on the case. That shouldn’t have been necessary.

While obviously the order being delayed is a glitch, do you think you could have still been a happy customer had Dell stayed in touch? What would they have to have done to make it work for you — assuming that the delay was unavoidable?

Do let me know when the machine arrives!

I’ve had an absolutely hellish time with Dell. I placed an order on 21 June 2009 for a new Alienware M17x. I get a confirmation email on 25 June saying they’ve recieved the order and processed it.

I call them asking for a tax invoice, or maybe a reciept of the order and after spending 3 hours on hold waiting for some moron to pick up the phone I speak to a rude little lady with poor english skills who bluntly tells me they cant provide a tax invoice or a reciept until the goods are delivered. She then hangs up on me.

So! I call back the next day and spend another 2 hours on hold. While I’m on hold a reciept arrives in my email – DA TA! I end up speaking to a different female who was rather helpful and confirmed delivery of the laptop on 13 July 2009, which I was really happy with.

On 1 July 2009 I get an email saying delivery is now expected on 5 August 2009… so that just ticked me off some more. Called back, spent 2 hours on hold again to speak to a woman who told me the delivery date previously confirmed of 13 July is ADVISORY only. I asked to speak to a manager and was told they’d get one to call back.

No call – so I rang again on 3 July and spent another long period on hold, spoke to another moron who said the manager wasnt available. I made it very clear to this person that if a manager didnt call me by COB on Friday 10 July 2009 I’d be making a complaint to Consumer Affairs… they didnt seem to care.

I’m still waiting for a call back and I still havent got my laptop which I’ve paid bloody good money for and was promised a delivery date of 13 July.

I will NEVER buy from Dell again nor will I recommend them to anyone else.

Just a theory.