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IT & Telecomms (Activities: Computer Mnfrs)
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Source: Plebble.comCustomer View (Dell.com)
0
votes
On 10th July 2009 my Dell Optiplex business PC was collected by a courier to be repaired under warranty. The repair was expected to take approximately 7 days. On Tuesday 21st July my pc was returned to me, however on opening the box I discovered they had sent me the wrong pc. I immediately contacted the respective technical support department, who in turn contacted the company responsible for the repair. Approximately 2 hours later I received a call from the technical support department advising me that they had been unable to contact the repairer. The following day I again pursued my missing pc and eventually was contacted by the repairer who laid the blame for the mistake on the courier. THe box I received was addressed to me and the advice note inside pertained to my pc, so the courier was not to blame. Since that time I have made numerous phonecalls and sent a number of e mails to Dell customer care department all to no avail, none of my phonecalls or e mails were even acknowledged. On wednesday 29th July I again went on holiday having heard nothing from Dell or the authorised repairer. Yesterday 4th August I arrived home from holiday and found that Citylink courier service had attempted twice to deliver a package to me but for obvious reasons had been unable to make the delivery. However I contacted the courier who advised me that they would need authorisation from Dell to redeliver the package. Last night I was informed by the courier that despite numerous attempts they had been unable to obtain authority from Dell to redeliver the pc. Having reached the end of my patience I advised the courier to return the pc to Dell and I would seek redress through the courts. What action can I take to get a satisfactory service, and obtain some form of compensation for my wasted time-phonecalls and fuel costs.
Posted by leub at 12:28 on 05-Aug-2009
Plebble response
Plebble AdviceCentre Response:
If you haven't done so already, before involving the courts, you could try sending them a letter of 'formal complaint.' In your letter, outline what has happened with dates, including who you have been in contact with previously. State what you want them to do about it now and by when. Give them a timeline to respond to your letter in writing - usually 14 days. Mark the letter and envelope 'Formal Complaint.' Their address is: Dell House, The Boulevard, Cain Road, Bracknell, Berkshire, RG12 1LF. Send the letter registered post so they cannot claim they didn't receive it.
If you don't get a response after 14 days, you could try talking to Consumer Direct 08454 04 05 06 (advice-line run by OFT and Trading Standards) to get some independent advice on what your options are next. If you do end up having to go to small claims, the courts service has some useful info on their website: http://www.hmcourts-service.gov.uk/.
Keep us posted with how you get on and hope you can resolve without too much more hassle.
From Plebble AdviceCentre (advice@plebble.com)
Posted by Plebble Admin at 11:30 on 06-Aug-2009
Source: Plebble.comCustomer View
0
votes
Helped me out after I got stuck half way through an online order. Tried to upsell me a couple of things. But very clear and efficient. Also a pleasant manner.
Posted by Anonymous at 14:15 on 26-Jun-2009
Source: Plebble.comCustomer View
0
votes
good reliable kit
Posted by Anonymous at 11:30 on 17-Nov-2008
Source: Plebble.comCustomer View
0
votes
Just got a Vostro 1710 lovely machine a joy to use. Delivery time was a bit slow as I was told that factories were being closed. Other than that great - I will always now try Dell.
Posted by Anonymous at 23:27 on 13-Nov-2008
Source: Plebble.comCustomer View
0
votes
Just bought a Dell XPS M1330. The whole experience from research to buying, dellivery and after sales has been seemless. I am extremely happy with the product too.
Posted by Anonymous at 13:51 on 23-Oct-2008
Source: Plebble.comCustomer View
0
votes
Good professional company - bought a laptop from HP - a nightmare. I will be going back to Dell!
Posted by Anonymous at 22:07 on 18-Sep-2008
Source: Plebble.comCustomer View
0
votes
I bought my Dell computer over 2 years ago and it works without any problems until I inadvertently deleted some system files. (My fault, I was warned by computer). I contact Dell Service centre who then helped me to totally reinstall windows. Although based in India comunication was not OK. My recent experience means that I am even more likely to buy future computers from Dell.
Posted by Anonymous at 19:58 on 25-May-2008
Source: Plebble.comCustomer View (Dell.com)
0
votes
Laptop received with beta version of vista and sticky touchpad. Returned after a long delay with 9 faults including a startup error, cd in drive and drivers not installed. Further battles to get Dell to replace/exchange/refund. Much time (3-4 hours) spent on the phone with no offer of refunding this money. Also call staff do not understand dialects very well - their call centre is not based in england. Problems also with the courier.
Posted by Anonymous at 10:50 on 25-May-2008
Source: Plebble.comCustomer View (Dell.com)
0
votes
I ordered a replacement laptop battery. The original estimate for delivery time was 6 weeks which was bad enough, but there have now been 2 delays, and the new estimated time is 4 months from order date. The payment has already been taken, so there is no pressure on them to improve service.
Posted by Anonymous at 18:42 on 10-Feb-2008
Source: Plebble.comCustomer View
0
votes
Over the past two years I have bought three laptops for family members from Dell Outlet - http://www1.euro.dell.com/content/default.aspx?c=uk&l=en&s=dfo&dgc=AD&cid=6035&lid=182668. You get an older model and can't pick and choose your options but value for money is excellent and service has been good. I've rated VforM as 4 because others might buy from the main Dell site.
Posted by Anonymous at 11:36 on 28-Jan-2008
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