Canceled my 9300

That sucks.
If you do change your mind....in the future, order via phone and make sure your sales rep info is included in your order confirmation (or make sure you get it from them)
I feel better knowning I have somebody I can directly contact via email or the phone.
Plus...they have a "vested" interest in keeping me happy...lol

You're right about the split personality thing. The only upside, is that with presistence you'll finally end up with someone with the "good" personality.

This XPS2 is my first dell purchase. I have had my fair share of the run around too and considered canceling a few times. The problem from my experience is the people who work in customer service for "Dell Home" have very low IQs. They are just clueless about even being polite both phone and e-mail. Don’t ever ask more than a one part question in an e-mail, Its like they don’t read past the first line. They just read a script or follow a form letter . If the answer is not in the script they don’t know what to do. I e-mailed several times with questions about shipping delays just trying to get an honest polite answer. All I ever received in an e-mail was "We under stand your concern. You should call our customer service line at XXX-XXX and they may help resolve your issue. And referring me back to the website." I don’t know what concern they were referring to I just asked a couple questions. That right there almost made me cancel. But then in a follow up letter I got another "We under stand your concern" but that one had a $75 off coupon in it. I still never got my questions even partially answered but I gave up.

Later I canceled that XPS2 and ordered an i9300 from small business.
I found that the Small Business reps and the EPP reps are far more curious. I can’t say that they know more but they at least say things like, "I am sorry".

Dell has good products at good prices and have good warranty service. I know they are going to “make it better” if there is a problem in the future. I just have to tolerate the low IQ people giving support until my machine gets shipped.

You should seriously consider calling again and complaining about the last guy and vent your frustration and then see if they will setup a new order with some sort of discount or something. You should have gotten the other guys name and like the others say, stick with one sales person!

In defense of the CSRs and techies...some companies do not allow the reps to use the phrase "I'm sorry" in the conversations because its flat out admitting that the company is at fault. I used to work for HP support and this was one of their policies. Instead we are supposed to "empathize" with the customer....stupid policy for stupid companies.

And if you find a good salesperson, tell us. Honestly. "I was recommended to you by a so and so" goes a long way.

Intersting to know some companys have a policy about "I am sorry".

I think Dells policy about throwing a the $75 coupon at me is admitting the company is at fault more so than an "I am Sorry". Since dell does this on a regular basis it seems they know they have a problem with Customer Service, but it could be that its cheeper in the big picture for them to throw money at customers who complain that it would be to pay high enough wages to get people who can do more than just read a check list.

back when i used to do customer service for a major world bank it was the same way. never say ur sorry, say u emphasise and understand their problem and focus on what you can do for them. never say your sorry.

Gosh, I had almost the same experience. Mine wasn't a delivery issue but a repair issue. I was very polite but just couldn't make any headway. I ended up cancelling. It was going to be my first Dell and I wanted to be a Dell groupy but it seemed they didn't want me. This was before I discovered these boards and found out how bad sevice could be. In fact computor service seems to be a problem everywhere. When you spend a few hundred bucks per pound you just want to be appreciated a little. The truth is that these large companies just cannot provide that. It is not so much Dell as it is American culture. There's no neighborliness. We make fun of the foreign accents but the American worker doesn't give a hoot how bad you want to do business with them. Your problem was like mine, you let your expectations get to high. You should have just laid low and waited.

After looking for days and finding out I was going to have to pay more and get less somewhere else I wish I hadn't been so hasty. Anyway I was fortunate because I had ordered and D810 and it wasn't a good fit. A few days later I came accross these Dell coupons on the web and got in on the 9300 craze. I just email and talk to Dell as little as possible. If I have a problem I'll just be prepared to spend weeks working it out. That's about the best it gits right now. Who knows, maybe all us us getting our 9300's early will get lemons and you will be the fortunate one.

We want you to be our Dell pal. So forget about Dell's insult because they cannot respond to it. They're doing the best they can do right now and they are hardened off to it. No one at Dell is going to think, "Darn, we should have taken care of that guy." You'd be lucky to find that at Mom & Pop's Corner Computor store.

So if the 9300 is what is right for you, order it again. You'll benefit for all the extra training the assemblers have by now. Then don't talk to Dell, talk to us.

Empathise.

going by the format of other emails that dell have why not try
Michael_dell@dell.com

service is good after you get your product

As someone posted earlier, the Dell Home service sucks, as does the ordering/normal CS folks (probably the same people).

For me, I am lucky. I actually have a small business rep that I work with on every order (we have a corporate account). When you order the extended support on small business, you actually talk to skilled Americans that can help solve your issues. If a part is broken, theyll send a new one or whatever - depending on what your contract is.

Until it actually gets to your door, it can be a pain. I would have suggested to you that you at least get the order and return it. That way you can 1. really see if you like the laptop enough to keep it and 2. get back at dell for dicking with you by returning it on their dime and watching it go up on outlet.dell.com.

I wouldn't cancel an order because of a stupid CSR. Those guys are a step above monkeys in the IQ dept. Order through SB next time and try to get as big of a discount as possible and like illwafer said, once the 9300 arrives, evaluate and if you don't like it, return it on Dells dime.

That's really insulting to monkeys and completely uncalled for.