UPDATE2: Now they gives threats..... Not ordering from dell again...

[Codewiz]

I will keep this as short as possible

-Order TV from Dell
-Dell uses the slowest shipper in the world(8 days to go 500 miles)
-Shipper tosses around TV(I saw in the back of the truck with TV just left to slide around everywhere)
-TV arrives broken
-Contact Dell about replacement
-Told they would ship replacement overnight
-Never get confirmation on replacement via email
-Contact Dell again and I am told they are shipping via the same method
-Told that the item has already shipped and there is nothing they can do

I realize that I am an utter fool for trying to save $50 by ordering at Dell instead of Amazon.

If they had informed me of the same shipping method yesterday, I would have just cancelled my order then and there. I could have ordered the same damn TV from Amazon yesterday and had it by Friday. Yes I am retarded and I know it......

EDIT: OH but Dell is going to go the extra mile and follow up with me to ensure I get the functioning TV. Yep, that is real customer service right there.



UPDATE

It just gets more hilarious. So I had a back and forth with the twitter Dell rep. I was told that it is not possible to ship a tv this large via overnight or any other means besides ground due to the weight and size. I immediately point them to Pilot's website that says they can ship any item regardless of size via overnight or 2/3 day. They come back and say that their contract does not allow them to ship via those methods with pilot. I follow up and ask which is it? No way possible to ship an item this big faster than ground or a contract issue? They stop replying after that. This was all late last week. Just hilarious.

So today, Dell calls me because by their estimate, my TV was supposed to be delivered(see the above 8 days to go 500 miles). We are only on business day #4. Needless to say my TV still hasn't even gotten to my town. And last time it took 8 days to go from Tenn to SC. This time the TV is coming from TX to SC. I am not betting on it taking less time. They call and find out that my TV has not been delivered yet. They tell me to call Pilot and schedule the TV for delivery. I ask them if they know something that I don't know because the Pilot tracking says it still hasn't arrived in my city. They reply that they don't know anything outside of the Pilot tracking. I say, how can I schedule delivery when it hasn't even arrived in my city? They tell me to just go ahead and call because they will be able to schedule it. I thought this was hilarious. Just for shits and giggles, I called Pilot to see what they can do. Amazingly enough, I am told that they can't schedule delivery until it arrives in my city. I am really happy that Dell said they were going to schedule another call to me on Thursday to ask how the TV is working out.

Once again, Dell customer service is full of boneheads that don't know their ass from a hole in the ground. I am sure Dell is great if everything goes right but if you have to deal with customer service don't expect much.

UDPATE 2

At about day 5 after replacement shipped, Pilot calls to schedule the pick up of the damaged TV. I told them they are just going to wait until they get the replacement and they can deliver and pickup at the same time. So 9 days after the replacement was shipped, I get the replacement. On day 7, I get a fedex label to return the TV. Since pilot was already on the hook to pick up the tv at Dell's request, I just stuck with that. Delivery comes and I get an unbusted tv and they pickup the busted one. I get a receipt for pickup.

Starting yesterday, I now get daily calls saying I have not shipped the replacement back and they are going to charge me for the replacement. I get on the phone and they want to know the pilot tracking number. Well I didn't choose Pilot, they did. The receipt has a service order number but no tracking listed. At this point, they have no idea what to do.

Once again, Dell is a bunch of idiots.

 

[mvbighead]

First problem sounds like a problem with the shipper. Second problem sounds like a poor job by Dell in correcting the problem. Had the first problem not occurred, Dell wouldn't be a problem.

FYI, each shipper in each different area is different. My UPS could be >>>>> than your UPS guy. And, my Fedex guy could be <<<<<<<< than your Fedex guy. Either way, shipper screwed things up initially... Dell's follow through also sucked.

 

[SpatiallyAware]

Of all the problems to have, this really is not that bad. Sucks that your life was horribly inconvenienced, but this is the price we pay for cheap goods nowadays.

 

[Codewiz]

First problem sounds like a problem with the shipper. Second problem sounds like a poor job by Dell in correcting the problem. Had the first problem not occurred, Dell wouldn't be a problem.

FYI, each shipper in each different area is different. My UPS could be >>>>> than your UPS guy. And, my Fedex guy could be <<<<<<<< than your Fedex guy. Either way, shipper screwed things up initially... Dell's follow through also sucked.

Correct. But customer service is about when things go wrong. I have had many things go wrong with Amazon orders but they do the right thing to fix it.

Shit happens, it is a matter of how you handle it when it does. In this case, Dell gets an F from me.

 

[Codewiz]

Of all the problems to have, this really is not that bad. Sucks that your life was horribly inconvenienced, but this is the price we pay for cheap goods nowadays.

Just curious if you can quote me where I said this is the end of the world?

This is just more of a lesson that I should stick with companies I know take care of their customers. Amazon is that company for me thus far. Newegg has also been good to me.

Against better judgement, I tried to save a buck. Lesson learned.

 

[mvbighead]

Correct. But customer service is about when things go wrong. I have had many things go wrong with Amazon orders but they do the right thing to fix it.

Shit happens, it is a matter of how you handle it when it does. In this case, Dell gets an F from me.

Oh I agree... my only point was that had the shipper not botched the job, you'd likely be pleased as punch with Dell (or Amazon).

 

[Anubis]

I realize that I am an utter fool for trying to save $50 by ordering at Dell instead of Amazon.

.

I ordered a TV stand from amazon last week, it had glass shelves, the glass arrived in over 9000 pieces

they did take it back and refund me in full after 4 clicks of the mouse however

its not their fault and its not dells fault its the shipping carrier. in my case it was UPS

 

[sdifox]

I bought a tv from Dell, it arrived in perfect condition. Not even a scratch on the box.

Sounds like your local shipper sucks.

 

[Numenorean]

I ordered a TV stand from amazon last week, it had glass shelves, the glass arrived in over 9000 pieces

they did take it back and refund me in full after 4 clicks of the mouse however

its not their fault and its not dells fault its the shipping carrier. in my case it was UPS

You counted them?

 

[BurnItDwn]

You counted them?

Dude, it's OVER 9000!

 

[Anubis]

You counted them?

i counted a few and then did some math based on the size of the box the shelves were in and the fact that there were 3 of them in there

seriously it looked like auto glass after an car accident. little glass squares everywhere

 

[Gibsons]

Never had a serious problem with stuff I've bought from Dell. Had a delay in getting my laptop shipped, but they upgraded it for free.

 

[seepy83]

I will keep this as short as possible

-Order TV from Dell
-Dell uses the slowest shipper in the world(8 days to go 500 miles)
-Shipper tosses around TV(I saw in the back of the truck with TV just left to slide around everywhere)
-TV arrives broken
-Contact Dell about replacement
-Told they would ship replacement overnight
-Never get confirmation on replacement via email
-Contact Dell again and I am told they are shipping via the same method
-Told that the item has already shipped and there is nothing they can do

I realize that I am an utter fool for trying to save $50 by ordering at Dell instead of Amazon.

If they had informed me of the same shipping method yesterday, I would have just cancelled my order then and there. I could have ordered the same damn TV from Amazon yesterday and had it by Friday. Yes I am retarded and I know it......

EDIT: OH but Dell is going to go the extra mile and follow up with me to ensure I get the functioning TV. Yep, that is real customer service right there.

If you were told they would ship overnight, but they didn't, then you should call customer service back and get escalated to a manager who can correct the problem. If they don't do enough to earn your satisfaction, then return the TV and order one from another company.

 

[SonnyDaze]

I believe they will be delighted to know this.

 

[MikeyIs4Dcats]

what did you expect them to do, send it media mail?

Large items such as TVs usually ship LTL, as that is cheaper. More care will typically be shown by an LTL hauler, as they are used to moving large product.

FedEx would just toss it in the back.

Also, odds are by the time you saw the TV, the driver had already unstrapped it and had it ready for unloading, at least thats what every driver I've dealt with does. And we get LTL delivery at least once a week.

 

[Numenorean]

what did you expect them to do, send it media mail?

Large items such as TVs usually ship LTL, as that is cheaper. More care will typically be shown by an LTL hauler, as they are used to moving large product.

FedEx would just toss it in the back.

Also, odds are by the time you saw the TV, the driver had already unstrapped it and had it ready for unloading, at least thats what every driver I've dealt with does. And we get LTL delivery at least once a week.

This.

 

[Codewiz]

If you were told they would ship overnight, but they didn't, then you should call customer service back and get escalated to a manager who can correct the problem. If they don't do enough to earn your satisfaction, then return the TV and order one from another company.

I did talk to a manager. His excuse was the item was too big to ship overnight.

I don't disagree but he could have tried to make arrangements to have it shipped faster. Even the crappy shipping company they use offer 2 day service. He had nothing of it because the replacement had already been shipped.

As to Mikey's comments. I was outside when the driver pulled up. There were about 15 tvs in the back. They were thrown and had been sliding around the back of the truck. This was probably a 20-25ft long truck.

I understand using shipping companies like this. I just started redoing my kitchen. My fully assembled cabinets for my kitchen were shipped via LTL. They shipped from Florida and got to my door in 2 days. Basically the same distance. This was also a "free" shipping option.

 

[Numenorean]

How is the TV broken BTW? What makes you think that it wasn't DOA from the factory?

How do you know they were thrown in? Did you watch them load them? Did you inspect any of the things which could have been used to secure them in place? Did you observe them sliding in the back of the truck while it was in motion, or are you just assuming that you know more than you really do?

 

[fire400]

She was classified as a business customer, ordering from their business line.

Dell told my sister they cannot in anyway offer against theft in anyway, "DELL CAN ONLY RESEND THE PRODUCT".

First off, tracking with sig. confirmation? If no one is there, don't leave the sh!t at the doorstep? Let the buyer go pick it up at the shipper's warehouse.

1) Saves Dell money?
2) This is how they treat their business customers?

I've heard other stories. But I'm not going to fuss about it too much, people should know from just basic google searches.

I must also say, that when DELL products fail, they fail miserably, but not as bad as Toshiba.

 

[Codewiz]

How is the TV broken BTW? What makes you think that it wasn't DOA from the factory?

How do you know they were thrown in? Did you watch them load them? Did you inspect any of the things which could have been used to secure them in place? Did you observe them sliding in the back of the truck while it was in motion, or are you just assuming that you know more than you really do?

Well the screen is busted out. So I am pretty sure it isn't working The TV could have been damaged during delivery to Dell. However, after seeing the back of the delivery truck, it was most likely damaged on the way to me.

As for how they were stored in the truck. I was outside my house when the truck pulled up. It was one guy. I watched as he opened the truck and got my tv. I am sure that when the truck was fully packed nothing moved. However, when he delivered my tv, there were only about 15 tv left in the 20-25ft truck. None of those TVs were tied down. They could have just been untied at the last stop, however, between the last stop and my house, the TVs were knocked over on each other and scattered about in the back of the truck. None of them were tied down. When he left, he did not open the truck back up and tie anything down. He drove away with the remaining TVs loose in the back of the truck. Additionally, there was nothing in the back to tie them down with.

So yes, at the beginning of the day with a fully loaded truck, I am sure nothing moved. But as the day progressed and items delivered, they now just slide back and forth in the back of the truck.

Ultimately, it comes down to this. Over my life, I have had probably had about 10-15 things damaged during delivery. I know that shit happens. Dell, Amazon, Newegg, etc can do nothing about that. However, their handling of the situation goes a long way towards resolving it.

I don't blame Dell for damaging it. I blame them for how they handled it after the fact. I didn't want to create a 10 page initial post so I didn't include all the run around in customer service to even find out the status of the replacement.

I would have been happy with Dell if they have just used another carrier to ship it. I told them that initially. That is when they said it would be overnighted. Yesterday, I was ok with my experience with Dell. It wasn't until I had to spend more time trying to track down what the heck was going on when it went downhill. I was just trying to prevent another headache of having another busted TV get delivered. Dell failed in that deparment IMO.

 

[BoomerD]

I bought my 50" plasma from Dell just before Christmas 2009. I had the set in about a week, delivered to the house and carried into the house by the driver and his lumper. Not a ding or dent in the box, couldn't be happier with the service. They offered to set it up for me and do the initial programming, but I didn't have the stand ready yet, so I passed. (like it was difficult...but maybe for folks who never figured out how to program the clock on their VCR...)

 

[BrokenVisage]

Just curious if you can quote me where I said this is the end of the world?

Wat? He said nothing about you saying this is the end of the world, just that your life was inconvenienced.

 

[Aikouka]

Doesn't Dell ship all of their large TVs via Freight? The thing about freight is it all depends on the local shipping company. When I received my 65" Mitsubishi DLP from Dell, it was from some random local freight company that was contracted through Pilot Freight.

I had no problem with my TV when shipped via freight. The hardest part was getting a 65" TV onto a stand all by myself .

 

[Codewiz]

Doesn't Dell ship all of their large TVs via Freight? The thing about freight is it all depends on the local shipping company. When I received my 65" Mitsubishi DLP from Dell, it was from some random local freight company that was contracted through Pilot Freight.

I had no problem with my TV when shipped via freight. The hardest part was getting a 65" TV onto a stand all by myself .

How do you like your TV? That is exactly what I am getting.

Yes, it was Pilot Freight who used some random local company. The TV is only about 80lbs, what made it so hard to get on a stand?

 

[13Gigatons]

Go to a local store for large electronic items.