Number 10!...
Ok, so I search on fw to find that Dell has the best price available for the newest Belkin Nostromo n52. I figure why the heck not, and on Friday the 6th of February I place my order. Total came out to barely $25, plus $9 since I chose 2nd day shipping. Here we are on Monday, and the Dell site still shows my order as being 'In Production.' Yeah, they're building something that Belkin already put together and is sitting in a nice package on a shelf in some warehouse. To say the least, I'm a bit upset since the Dell site stated that the item was in stock, and usually ships the same day. I figured that with 2nd day shipping, I should have had the thing by now.
Anyway, here is a nice log from the chat I just had with a Dell CSR online. I changed the part that had my real name, and removed the CSR's name as well to protect the script-reading innocent. Other than that, this log is 100% untouched, spelling pooch-ups and all. Enjoy
Welcome to Dell Chat. Please wait for an available agent. You will be notified when your chat is accepted by an agent.
{Thoreau 1:36:23 PM} What's the deal with order number 63972XXXX? I placed this order on Friday the 6th and it hasn't even shipped out yet.
The session has been accepted.
{NAME OF CSR 1:37:02 PM} Thank you for contacting Dell Consumer Customer Care Chat. Please allow me a moment to review your question
{Thoreau 1:40:44 PM} *blink*
{NAME OF CSR 1:44:04 PM} The customer number you have provided is invalid please recheck and provide a valid customer number.
{Thoreau 1:44:16 PM} that was the order number, not the customer number
{Thoreau 1:44:27 PM} the customer number is 04005XXXX
{NAME OF CSR 1:44:46 PM} ok
{Thoreau 1:55:00 PM} ?
{NAME OF CSR 1:55:38 PM} .I will appreciate your patience if you please allow me a moment.
{NAME OF CSR 1:58:08 PM} Your order number #63972XXXX is in production stage at dell and being processed.
{NAME OF CSR 1:58:50 PM} Is there anything else I can assist you with?
{Thoreau 1:58:57 PM} Not to be rude, but I didn't pay $9 for 2nd day shipping to get the product, at best, six days later.
{Thoreau 2:00:22 PM} I could certainly uderstand a time delay if I were ordering a system, but this is merely a peripheral device, which I could have paid $4 more to pick up at Best Buy
{NAME OF CSR 2:01:02 PM} Well Thoreau the shipping method comes into effect only when the carrier picks up the order form dell and the method timing is counted after that and as i told you your order is in production stage and it will be delivered to you within 2 days after it ships out of dell.
{Thoreau 2:02:08 PM} When will this item be shipped and in the hands of the carrier?
{NAME OF CSR 2:02:28 PM} My understanding is that you are aware that this is not a Dell product. This is manufactured by one of our vendors.
{Thoreau 2:02:42 PM} Yes, this is a Belkin product.
{Thoreau 2:02:55 PM} Which Dell.com quoted as being in stock, and available.
{NAME OF CSR 2:04:17 PM} It will ship on 2/11/04 .
{Thoreau 2:04:17 PM} If there is no way to ensure that this item is shipped out today, then I think it may be prudent to cancel this order and reverse any pre-auth (or finalized) transactions which have been made so far through my Visa card.
{Thoreau 2:05:14 PM} For an item that is listed as in stock, and as normally shipping same day, going from the 6th to the 11th is not acceptable.
{NAME OF CSR 2:06:00 PM} I apologize for the inconvenience and frustration this matter has caused to you.
{Thoreau 2:06:57 PM} There is certainly no reason for you individually to apologize, this is obviously the work of some geniuses higher up who can't meet their own order times.
{Thoreau 2:06:59 PM} That would make the time from order to receipt at least 7 days. Please cancel this order and confirm that no charges will be processed
{NAME OF CSR 2:07:15 PM} But we have not got the control on the vendor's stock. Please try to understand our limitations.
{Thoreau 2:08:25 PM} I do understand, and appreciate your time in this matter, but I feel that at this time it would be best to cancel this order.
{NAME OF CSR 2:09:59 PM} I again apologize but it has crossed the stage of cancellation. However you can refuse the delivery when it is atempted and contact us just after refusing the order and we will set a refusal to credit back your account.
{Thoreau 2:11:55 PM} The stage of cancellation isn't here until the package it out of your control, which you stated it will not be until the 11th of this month.
{Thoreau 2:14:54 PM} More importantly, I am not available during the hours that FedEx/Airborne Express/UPS makes deliveries.
{NAME OF CSR 2:15:09 PM} As each order is constituted according to customer needs and is tasted through various stages before being shipped and it has crossed those stages and carrier has been contacted by vendor. So it has reached a irreversible stage.
{NAME OF CSR 2:16:39 PM} We have got certain limitation which can not cross at any stage. Please be advised to go through the refusal process.
{NAME OF CSR 2:17:44 PM} You can contact them once you got the information about the carrier and the tracking number.
{Thoreau 2:18:42 PM} Assuming that this package is one that would requie a signature for delivery, I see my only option at this point is to instruct my financial institution to conduct a chargeback to any transactions coming from this order. It took me an hour to get to a live person this time, and I am not going to be spending that time again to get money back that is rightfully mine.
{NAME OF CSR 2:18:59 PM} You can just obtain the information about the carrier and the tracking number on the day after the ship date.
{Thoreau 2:19:25 PM} Any package that arrives requiring a signature will simply not receive one. Alternatively, if no signature is required, the carrier will be contacted to retrieve the package if left.
{NAME OF CSR 2:20:40 PM} It will be left at your door if you do not contact the carrier and they do not accept any return after that.
{Thoreau 2:21:13 PM} That is the scenario which would be preferably not lived out.
{Thoreau 2:22:08 PM} I will not, however, take more time out of my schedule to handle a matter which I have attempted to prevent.
{NAME OF CSR 2:23:52 PM} I again apologize but there are certain defined procedures which will resolve the matter in simplest way and without your co-operation it won't work in the same desired manner.
{NAME OF CSR 2:24:21 PM} Is there anything else I can assist you with?
{Thoreau 2:25:15 PM} I believe that I have given the opportunity to have this package diverted from shipment, and have made my intentions of not paying, and if need be issuing a chargeback, ovbious in my statements. If Dell wishes to send me a product which I have expressley requested not to be sent, I will not be held liable for what your carrier of choice decides to do with the package.
{NAME OF CSR 2:27:06 PM} but you will be charged automatically as the carrier delivers it at your door.
{Thoreau 2:27:46 PM} Any charges to my card at this point will be treated as unauthorized and will not be paid by my financial institution.
{Thoreau 2:29:46 PM} I ordered a product for 2nd day delivery, which was listed as in stock, and shipping same day (average.) By telling me that I will not see my order until at least a week later, Dell has not lived up to what I paid for, and will not be allowed to keep any funds for this.
{NAME OF CSR 2:31:20 PM} Whatever the was required to inform you i have tried my best to do that and if you are going to proceed in your own way then we will not be able to assist you without your co-operation.
{Thoreau 2:32:31 PM} I understand that your procedures may be conflicting here, and that is fine, but I am not a Dell employee and I am not compensated for my time in dealing with this matter.
{Thoreau 2:33:05 PM} If Dell wishes to send out an unwanted product, and create unauthorized charges to my card, then the loss will not be on my end other than time.
{Thoreau 2:33:21 PM} The standard chargeback fee from Visa alone is almost as much as the product in this scenario.
{Thoreau 2:34:09 PM} But since this product isn't even scheduled for shipment until the 11th, I have given more than the legally required notice to prevent the order from being sent to me.
{NAME OF CSR 2:37:27 PM} Is there anything else I can assist you with?
{Thoreau 2:38:03 PM} Aside from the matter at hand, that should be about all.
{Thoreau 2:38:23 PM} I do appreciate your time, and hope you realize that I am not upset with your service, but that of Dell.
Edit: I won't be giving Dell the chance to give me the other nine top reasons...
Edit 2: Looks like had I just ordered from BestBuy in the first place, I could have even done store pickup (odd for an item that is only available online, I guess.) The one I placed an order for today at around 3pm has been confirmed in stock, and made available for pickup for me since about 6pm today. Kinda beats the turnaround of Dell. Oh, nd had I ordered with GROUND shipping from BestBuy today, it would still beat the Dell package here.
Ok, so I search on fw to find that Dell has the best price available for the newest Belkin Nostromo n52. I figure why the heck not, and on Friday the 6th of February I place my order. Total came out to barely $25, plus $9 since I chose 2nd day shipping. Here we are on Monday, and the Dell site still shows my order as being 'In Production.' Yeah, they're building something that Belkin already put together and is sitting in a nice package on a shelf in some warehouse. To say the least, I'm a bit upset since the Dell site stated that the item was in stock, and usually ships the same day. I figured that with 2nd day shipping, I should have had the thing by now.
Anyway, here is a nice log from the chat I just had with a Dell CSR online. I changed the part that had my real name, and removed the CSR's name as well to protect the script-reading innocent. Other than that, this log is 100% untouched, spelling pooch-ups and all. Enjoy
Welcome to Dell Chat. Please wait for an available agent. You will be notified when your chat is accepted by an agent.
{Thoreau 1:36:23 PM} What's the deal with order number 63972XXXX? I placed this order on Friday the 6th and it hasn't even shipped out yet.
The session has been accepted.
{NAME OF CSR 1:37:02 PM} Thank you for contacting Dell Consumer Customer Care Chat. Please allow me a moment to review your question
{Thoreau 1:40:44 PM} *blink*
{NAME OF CSR 1:44:04 PM} The customer number you have provided is invalid please recheck and provide a valid customer number.
{Thoreau 1:44:16 PM} that was the order number, not the customer number
{Thoreau 1:44:27 PM} the customer number is 04005XXXX
{NAME OF CSR 1:44:46 PM} ok
{Thoreau 1:55:00 PM} ?
{NAME OF CSR 1:55:38 PM} .I will appreciate your patience if you please allow me a moment.
{NAME OF CSR 1:58:08 PM} Your order number #63972XXXX is in production stage at dell and being processed.
{NAME OF CSR 1:58:50 PM} Is there anything else I can assist you with?
{Thoreau 1:58:57 PM} Not to be rude, but I didn't pay $9 for 2nd day shipping to get the product, at best, six days later.
{Thoreau 2:00:22 PM} I could certainly uderstand a time delay if I were ordering a system, but this is merely a peripheral device, which I could have paid $4 more to pick up at Best Buy
{NAME OF CSR 2:01:02 PM} Well Thoreau the shipping method comes into effect only when the carrier picks up the order form dell and the method timing is counted after that and as i told you your order is in production stage and it will be delivered to you within 2 days after it ships out of dell.
{Thoreau 2:02:08 PM} When will this item be shipped and in the hands of the carrier?
{NAME OF CSR 2:02:28 PM} My understanding is that you are aware that this is not a Dell product. This is manufactured by one of our vendors.
{Thoreau 2:02:42 PM} Yes, this is a Belkin product.
{Thoreau 2:02:55 PM} Which Dell.com quoted as being in stock, and available.
{NAME OF CSR 2:04:17 PM} It will ship on 2/11/04 .
{Thoreau 2:04:17 PM} If there is no way to ensure that this item is shipped out today, then I think it may be prudent to cancel this order and reverse any pre-auth (or finalized) transactions which have been made so far through my Visa card.
{Thoreau 2:05:14 PM} For an item that is listed as in stock, and as normally shipping same day, going from the 6th to the 11th is not acceptable.
{NAME OF CSR 2:06:00 PM} I apologize for the inconvenience and frustration this matter has caused to you.
{Thoreau 2:06:57 PM} There is certainly no reason for you individually to apologize, this is obviously the work of some geniuses higher up who can't meet their own order times.
{Thoreau 2:06:59 PM} That would make the time from order to receipt at least 7 days. Please cancel this order and confirm that no charges will be processed
{NAME OF CSR 2:07:15 PM} But we have not got the control on the vendor's stock. Please try to understand our limitations.
{Thoreau 2:08:25 PM} I do understand, and appreciate your time in this matter, but I feel that at this time it would be best to cancel this order.
{NAME OF CSR 2:09:59 PM} I again apologize but it has crossed the stage of cancellation. However you can refuse the delivery when it is atempted and contact us just after refusing the order and we will set a refusal to credit back your account.
{Thoreau 2:11:55 PM} The stage of cancellation isn't here until the package it out of your control, which you stated it will not be until the 11th of this month.
{Thoreau 2:14:54 PM} More importantly, I am not available during the hours that FedEx/Airborne Express/UPS makes deliveries.
{NAME OF CSR 2:15:09 PM} As each order is constituted according to customer needs and is tasted through various stages before being shipped and it has crossed those stages and carrier has been contacted by vendor. So it has reached a irreversible stage.
{NAME OF CSR 2:16:39 PM} We have got certain limitation which can not cross at any stage. Please be advised to go through the refusal process.
{NAME OF CSR 2:17:44 PM} You can contact them once you got the information about the carrier and the tracking number.
{Thoreau 2:18:42 PM} Assuming that this package is one that would requie a signature for delivery, I see my only option at this point is to instruct my financial institution to conduct a chargeback to any transactions coming from this order. It took me an hour to get to a live person this time, and I am not going to be spending that time again to get money back that is rightfully mine.
{NAME OF CSR 2:18:59 PM} You can just obtain the information about the carrier and the tracking number on the day after the ship date.
{Thoreau 2:19:25 PM} Any package that arrives requiring a signature will simply not receive one. Alternatively, if no signature is required, the carrier will be contacted to retrieve the package if left.
{NAME OF CSR 2:20:40 PM} It will be left at your door if you do not contact the carrier and they do not accept any return after that.
{Thoreau 2:21:13 PM} That is the scenario which would be preferably not lived out.
{Thoreau 2:22:08 PM} I will not, however, take more time out of my schedule to handle a matter which I have attempted to prevent.
{NAME OF CSR 2:23:52 PM} I again apologize but there are certain defined procedures which will resolve the matter in simplest way and without your co-operation it won't work in the same desired manner.
{NAME OF CSR 2:24:21 PM} Is there anything else I can assist you with?
{Thoreau 2:25:15 PM} I believe that I have given the opportunity to have this package diverted from shipment, and have made my intentions of not paying, and if need be issuing a chargeback, ovbious in my statements. If Dell wishes to send me a product which I have expressley requested not to be sent, I will not be held liable for what your carrier of choice decides to do with the package.
{NAME OF CSR 2:27:06 PM} but you will be charged automatically as the carrier delivers it at your door.
{Thoreau 2:27:46 PM} Any charges to my card at this point will be treated as unauthorized and will not be paid by my financial institution.
{Thoreau 2:29:46 PM} I ordered a product for 2nd day delivery, which was listed as in stock, and shipping same day (average.) By telling me that I will not see my order until at least a week later, Dell has not lived up to what I paid for, and will not be allowed to keep any funds for this.
{NAME OF CSR 2:31:20 PM} Whatever the was required to inform you i have tried my best to do that and if you are going to proceed in your own way then we will not be able to assist you without your co-operation.
{Thoreau 2:32:31 PM} I understand that your procedures may be conflicting here, and that is fine, but I am not a Dell employee and I am not compensated for my time in dealing with this matter.
{Thoreau 2:33:05 PM} If Dell wishes to send out an unwanted product, and create unauthorized charges to my card, then the loss will not be on my end other than time.
{Thoreau 2:33:21 PM} The standard chargeback fee from Visa alone is almost as much as the product in this scenario.
{Thoreau 2:34:09 PM} But since this product isn't even scheduled for shipment until the 11th, I have given more than the legally required notice to prevent the order from being sent to me.
{NAME OF CSR 2:37:27 PM} Is there anything else I can assist you with?
{Thoreau 2:38:03 PM} Aside from the matter at hand, that should be about all.
{Thoreau 2:38:23 PM} I do appreciate your time, and hope you realize that I am not upset with your service, but that of Dell.
Edit: I won't be giving Dell the chance to give me the other nine top reasons...
Edit 2: Looks like had I just ordered from BestBuy in the first place, I could have even done store pickup (odd for an item that is only available online, I guess.) The one I placed an order for today at around 3pm has been confirmed in stock, and made available for pickup for me since about 6pm today. Kinda beats the turnaround of Dell. Oh, nd had I ordered with GROUND shipping from BestBuy today, it would still beat the Dell package here.
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