Rethinking my XPS G2 Purchase.

Well I've have spent about an hour or so trying to get a couple simple questions from Dell and I have to say that as of right now I am so unimpressed with their service that I am seriously considering canceling my order.

First I tried Dell Chat as it said a rep was available, so I plug in my name and customer number only get to an error msg saying I was not a Dell Home customer, so I tried my order number (which is through Dell Home) and I get the same error. Well I ended up simply sending an email, only to get a notice that they are doing some work on the email system this weekend so they may not get back to me for a few days.

So I break down and call Dell's customer service department. Well the rep was friendly enough, and spoke english very well but he seemed to have no clue what I was asking, even something as simple as "I purchased my computer on Tuesday and still have not recieved any sort of confirmation that the order went through, although it does show up in my account information on line."

He reply was "there is a slight delay with your system, it was supposed to ship on the 26th but now is scheduled to go out on the 8th." When I told him that I ordered on the 26th and that the 8th was always the estimated ship date and instead I just was curious about my order confirmation he stated "yes, there is no delay on your system and it should ship on the 8th."

I wont even go the confusion a further question caused him, I ended up giving up and hanging up not only without answers to the 2 questions I asked, but without even bothering to ask the other 2 I had as if he can't figure out the easy ones he would be clueless on the more complex issues.

So basically this raises the question in my mind that why should I believe I will get good service one my laptop arrives if I can't even get simple questions answered before I even get the laptop?

You know, I have heard all the horror stories about Dell's service and support but I always figured that if things were as bad as everyone said that Dell wouldn't still be in business, but maybe in this case where there's smoke there's fire!

Oh this is just to freaking much!

In the email I sent asking about my order confirmation, after not being able to use the chat, I said that I was considering possibly canceling my order if the new Pentium M 780 was available before my system shipped and I asked how I would do that if I decided to do so. At the time I wrote it the likelihood wasn't very good as I would have to wait for another 30-40% off coupon which could be months down the line.

Well I just heard back from Dell and they said "As you are interested in purchasing the faster CPU as per your request, I have cancelled you order for Inspiron XPS-G2. However, for placing the new order and in appreciation of you being a valued customer, I can offer you a coupon worth $100.00, which you are welcome to use in your future online purchase from our software and accessories department..........." and of course a quick jump onto the Dell website shows the order as canceled. WTF!

So now I guess the question becomes do I write back and tell these people, who can't even handle the most basic requests without screwing something up, that I did not want to cancel and in fact want the system or do I write them back telling them where they can shove not only their laptop but also their $100 coupon?

Well I just got off the phone with Dell and according to their confirmation email I ship out to India for basic training on Monday, but since they also sold me the airline I at least should get a first class seat!

Skott, thanks I needed a laugh before I did this

Seriously though I replied to the reps email, I do not think I can handle another call to Dell right now, and I have to run to the plant to pick up something anyways so if they haven't replied by the time I get home, in about an hour, I will try calling them (are the customer service lines staffed 24/7?)

Well after some rest I am less annoyed by my problems with Dell, although mainly that is just because now I am just disgusted with it.

Dell has replied to my email where I said I never said to cancel, the rep thanked me for allowed them to assist me (assist me? ) and asked that I call customer care for more assistance.

So wish me luck, I'm about to give them a call so if you do not hear from me they may have signed me up to be the mission commander of the next shuttle flight.

Roflmao!!!

Well the fiasco continues, I tried calling but got a recording saying customer care is only open Monday thru Friday and to please call back them.

So I figured I would give chat another shot, I figured it was worth a shot but I expected to be told they were not staffed on the weekend either but much to my surprise a session opened and I was connected to a customer care rep who after I explained everything said "the orders were canceled at your request" and before I could reply the chat session ended saying it was ended by visitor and then I got a msg saying there was a problem with chat.

Well then I reconnect and the person I talked to gave me the number for sales and said they were open Monday through Saturday and asked me to call them, which I did only to find out their hours on Monday through Friday. When I tell him that he gives me a link to sales chat saying it is open but of course they aren't and it simply redirects me directly back to customer care chat.

WTF is the deal? I mean is Dell imploding due to incompetence? I mean I could write one or two minor issues, and even problem with one rep but just goes on and on.

Yeah I finally gave up on customer care for the weekend and will probably call sales on Monday, but in all honesty after all the BS they have put me through in the last 2 days it may be impossible for them to make this right (I mean if I had wanted to be this annoyed and frustrated on a Saturday I could have gone into work today.) I mean I don't need $100 worth of freebees from Dell, I need a company that I can reply and that will get things right the first time and not require the customer to jump through hoops just so as to fix what a Dell employee screwed up.

As for another company, I have look at VoodooPC's laptops (I currently have 2 desktops from them) as well as PCTorque, Hypersonic, and the rest of the usual suspects but the IXPS G2 was sort of an unusual beast what with having the Pentium M and the Go 6800 Ultra so once they added the 40% off coupon to the deal I couldn't really compare the others. Oh well, I would rather pay more then get something from a company who has poor, or no, support.