New day – new computer.
This has been an INTERESTING journey. But a surprisingly short and happy one.
Last month I put together a new PC and saved it to my Dell cart expecting to purchase the computer in a few days. Actually, I was waiting for a recent payment to hit my card. I was back at Dell looking for my saved cart less than 2 weeks later and what the …? I didn’t have a “saved” cart. I had tweaked the build to suit my needs thinking all I would need do is submit the credit card number and my order would be placed. Not. Quite. Thanks, Dell.
So, I re-built my machine and submitted the order. In addition to the XPS, I selected a monitor, 1TB external backup drive and speakers. Order was submitted on April 24 with an expected delivery date of May 3-8. So, hurry up and wait.
Naturally the order did not ship as a single unit. There were 4 components shipped separately: XPS 8920, 27″ monitor, Passport backup drive and Dell speakers. I had the complete order delivered to my work since my dogs can’t sign for packages.
First item to arrive was the external hard drive. Nice. Order submitted on April 24th – delivery on April 26th without incident. I was more than just a little impressed. So I looked hopefully at the remainder of the order and noted the speakers were due to arrive May 1. Again, impressed. Due to medical appointment, I wasn’t there May 1. So, Tuesday morning (May 2nd) I searched for my speakers without luck.
Things went just a little sour then. I tracked the package to find out the speakers had been damaged in transit and returned to the shipper. Tracking showed it had been delivered in Independence, Virginia and Lockbourne, Ohio. One package had been delivered 2 places the same day. NOT DELL’S FAULT. I was a bit frantic trying to figure what happened, and even FedEx reps had to research what happened. By the way — FedEx told me someone would call me back and he did. No run around. Took a couple hours for them to track and follow the package but they did it AND returned my call. Good job FedEx!
And more GOOD NEWS– the XPS 8920 was delivered on Tuesday! Now just need speakers and monitor.
So now to find out when I will get the speakers. I contacted Dell via chat on May 3 and discovered nothing had been done to replace the damaged speakers. In fact, they followed tracking and told me they had been delivered to Independence on May 1. About 30 minutes on chat for the Dell rep to go through the tracking and speak to FedEx. Dell rep was helpful – merely being thorough. Got new speakers on their way 2 days after tracking said they were delivered.
Check that off the list. Speakers now on their way. Next.
The monitor didn’t even ship until May 3, but it arrived on May 5 in perfect condition. Speakers arrived May 10 – this time they made it without incident. Complete system!
But – huh?
I didn’t order security software! I KNOW I didn’t – I NEVER pay for security software! So I called to complain about the antivirus I “ordered.” No Problem. We will refund your card for the subscription – “have a nice day.”
The worst part of having issues with a big company? Getting all worked up because you just KNOW what is going to happen. Stress levels increase – heart starts pounding – face gets red and hot and you are just READY for a fight. Then they smile and say “Yes ma’am – you’re right. We’ll take care of you. Have a nice day.” Talk about deflated!
Rating the Company:
I give Dell 4 stars on this purchase.
Why not 5? Reason 1- Let me create a machine just to remove it from my cart? Boo. 2- I understand components will ship separately because they are not included in the “build,” but it would have been nice to have the monitor arrive by the day the machine arrives. *sigh* 3- Transport wrecked the speakers and sent them back to the shipper. Dell, I’m dinging you on this because I had to contact you to ask for the speakers to be reshipped. Yes, the returns facility is in a different state than the originating warehouse, but considering you are Dell you should have software to connect returns and shipping. These 3 little dings cost you a star. But this is DOUBLE what I would have given you on the last Dell purchase I made (which was a Windows XP machine way back in the day after Windows ME fizzled. Still have that machine by the way – and it still (mostly) works.)
Dell has improved greatly in the years since my last Dell purchase. It was a little annoying that the monitor shipped the day after the computer arrived, but all items were shipped well within their expected delivery dates. I expected long drawn out battles over the errors, but to my surprise the reps I spoke with (total of 5 at Dell and 3 at FedEx) were helpful and courteous.
I’ve had the computer less than a week, but I’m very pleased with it to date. I will review the computer in a separate post once I’ve had a chance to work with it a few weeks.
