I have to say it's great having a forum like this to get information about laptops. It's also terrific to beable to get information about problems when dealing with large companies.
Frankly, I never expected to have so much trouble with Dell Canada. I assume the delays have been an irregularity but the inconvenience and unprofessionalism in dealing with these issues has been startling. This is a $3600 laptop - $7000 pre-tax money, depending on your tax bracket, which is I believe a fifth of what the average person earns in Canada. In other words, not small change.
After returning from work up North and reading these forums I sent off this email to Dell. I really hope something comes out of it.
For now, I don't know if I should cancel my order or just wait out another possible week. The hours researching another laptop is daunting and not possible at this present time.
Good luck to everyone else.
Here's is my letter to Dell Canada:
Dear Ms. Tina F.,
I just check the www.notebookforums.com
and I must say I am extremely
displeased with the quality of service and commitment by Dell Canada.
I placed my order on the morning of February 25th with Mr. Rick Stewart
which was the very first opportunity the laptop was available for order.
Appropriately, I expect to be one of the first people in Canada to receive
their laptop. However, after checking the forums, I have found out that
numerous people who placed their order in March have already received their
laptop. I, on the other hand, have endured over a month of wait and over 4
hours of phone and email time trying to contact Dell Canada to ascertain the
status of my order.
This situation is unacceptable.
I have already explained in detail the requirements of my career as a
physician working in Northern Canada and the trouble caused me through the
lack of communication from Dell Canada about the delay of my order.
Futhermore, I am in the preparation phases of planning out my new business
and office - other business friends and my hospital recommend Dell and as
such I have been considering using Dell. However, this laptop situation and
the inconvenience caused me by your company, I feel compelled not to source
out to Dell out of principle. I must be able to rely on an IT company to
provide both quality merchandise and quality service on a timely fashion.
While I await your explanation and solution to the situation, I would like
to have the phone number and contact information of your superior in
addition to that of Dell Canada's Vice President-In-Charge of this area of
quality service and customer satisfication so I may write a formal letter of
complaint. As I understand, Mr. Lawrence Pentland, Vice-President and
General Manager of Dell Americas International, helped open the Edmonton,
Alberta Dell Canada service center - perhaps I could politely suggest you
furnish myself with his information in Toronto so I may address my letter of
complaint and this situation to him.
Up to this point I have been satisfied with Dell customer service, but this
gross deception and misleading of a customer is unbecoming of Dell Canada -
a company which promotes its itself as the computer company "right for [my]
business" and not in line with Dell's Code of Conducthttp://www.dell.com/downloads/global...of_conduct.pdf
nor Dell's tenet's "Dell's Higher Standard":
a.. Trust - Our word is good. We keep our commitments to each other
and to our stakeholders.
b.. Integrity - We do the right thing without compromise. We avoid
even the appearance of impropriety.
c.. Honesty - What we say is true and forthcoming - not just
technically correct. We are open and transparent in our communications with
each other and about business performance.
d.. Judgment - We think before we act and consider the consequences
of our actions.
e.. Respect -We treat people with dignity and value their
contributions. We maintain fairness in all relationships.
f.. Courage - We speak up for what is right. We report wrongdoing
when we see it.
g.. Responsibility - We accept the consequences of our actions. We
admit our mistakes and quickly correct them. We do not retaliate against
those who report violations of law or policy.
In reviewing the tenets of your company above, I feel that a reasonable case
may be made to say that your company has violating nearly all of the above.
I hope someone within Dell Canada may have the courage to take
responsibility for the unfortunate situation I have been placed in. If not,
please inform me and I will contact the Better Business Bureau of Canada and
hope for an appropriate solution from an external source.
I look forward to your prompt reply in earnest.
[my name removed for privacy purposes]