Unfortunately, they are not real good about solving problems.
Hey everyone, real glad I stumbled on to this forum. This is a great place to pickup good information on Laptops, and in particular Dell laptops.
I ordered the 9300 for software presentation to my clients. Found the configuration a nice compromise for power and portability, not to mention the 35 percent off saved me an additional $1250. Like most I had ordered the WUXGA screen along with the Pentium M 2GHz processor.
The order was supposed to ship on 3/18 (funny thing is the status page still shows this date). So last Monday when I noticed everyone else was starting see their orders as shipped, and mine being stuck, I thought I would start prodding a little bit. Called on Monday, and was assured there were no delays and no part shortages. So I took their word on it. Called again on Wed, and again was assured that it was OK, didn’t take their word for it and asked her to make sure. She put me on hold and told me it was fine when she came back on line. After reading more here, I thought this does not sound correct so I called again. Reached a guy this time, he checked got back with me and said, there might be a problem but I could expedite it for you, great jackpot. But I made a mistake when he said another department could expedite it faster and I agreed to be transferred. That old saying a bird in hand is better then two in the bush. So after being transferred, a lady picked up and after retelling the story again for what seemed like the tenth time, she cheerily told me, we can’t expedite something that is not past due. After trying to convince her the last guy told me there was a problem, and they could expedite it, again and again, I gave up and told her to transfer me back to the same guy. You guessed it click… disconnected. Next call in a lady could not find the ticket number for my previous call so she researched it and told me, no, no problems, will be shipped on time. I was weary at this time and said, Ok, but I might be a little upset if this is not the case.
Thursday morning I received the email verifying the delay, boy was I surprised from being so surprised. Tired of the ever so cheery but incompetent tech support I sent an email, telling them my story. I explained that I had planned on using this laptop at the end of next week for a presentation, and all I wanted was a straight answer. And could they do anything to move this along.
I received two different emails that expressed wonderful, very heartfelt apologies. I almost cried from them telling me how bad they felt. But the funny thing is, neither one offered to expedite the order or to do anything about my problem. So Dell, you get an A for courtesy and manners, and a fricken F for service.
I wish the new Fujitsu model was out, but unfortunately, the 9300 is what I need, big screen fast graphics and low weight. So I will let it come in, get a temp laptop to replace my broken laptop, and wait on the Dell.
Hey everyone, real glad I stumbled on to this forum. This is a great place to pickup good information on Laptops, and in particular Dell laptops.
I ordered the 9300 for software presentation to my clients. Found the configuration a nice compromise for power and portability, not to mention the 35 percent off saved me an additional $1250. Like most I had ordered the WUXGA screen along with the Pentium M 2GHz processor.
The order was supposed to ship on 3/18 (funny thing is the status page still shows this date). So last Monday when I noticed everyone else was starting see their orders as shipped, and mine being stuck, I thought I would start prodding a little bit. Called on Monday, and was assured there were no delays and no part shortages. So I took their word on it. Called again on Wed, and again was assured that it was OK, didn’t take their word for it and asked her to make sure. She put me on hold and told me it was fine when she came back on line. After reading more here, I thought this does not sound correct so I called again. Reached a guy this time, he checked got back with me and said, there might be a problem but I could expedite it for you, great jackpot. But I made a mistake when he said another department could expedite it faster and I agreed to be transferred. That old saying a bird in hand is better then two in the bush. So after being transferred, a lady picked up and after retelling the story again for what seemed like the tenth time, she cheerily told me, we can’t expedite something that is not past due. After trying to convince her the last guy told me there was a problem, and they could expedite it, again and again, I gave up and told her to transfer me back to the same guy. You guessed it click… disconnected. Next call in a lady could not find the ticket number for my previous call so she researched it and told me, no, no problems, will be shipped on time. I was weary at this time and said, Ok, but I might be a little upset if this is not the case.
Thursday morning I received the email verifying the delay, boy was I surprised from being so surprised. Tired of the ever so cheery but incompetent tech support I sent an email, telling them my story. I explained that I had planned on using this laptop at the end of next week for a presentation, and all I wanted was a straight answer. And could they do anything to move this along.
I received two different emails that expressed wonderful, very heartfelt apologies. I almost cried from them telling me how bad they felt. But the funny thing is, neither one offered to expedite the order or to do anything about my problem. So Dell, you get an A for courtesy and manners, and a fricken F for service.
I wish the new Fujitsu model was out, but unfortunately, the 9300 is what I need, big screen fast graphics and low weight. So I will let it come in, get a temp laptop to replace my broken laptop, and wait on the Dell.
?
