Who do you send formal customer service complaints to at dell?

[GoodRevrnd]

I ordered this joystick on the 17th (almost a month ago!). It has since been delayed once and I was told it would ship on the 5th. I've been out of town and am just now able to check the status, and found today I got an email saying it will be auto-cancelled on the 14th unless I say otherwise and it wouldn't be able to be shipped until the 22nd (maybe). I originally purchased it at $27 after 10% off w/ free shipping. If I were to order it today it would cost me $33 + shipping. Not only that, it's listed as a featured item. Are they that incompetent that they list out of stock items as a featured product? I get the feeling that they just want to delay it until I get pissed off enough I don't want it anymore. This is rediculous, it wasn't even a shifty 200GB HDD for $22 deal or something, this was a cut and dry deal listed on their pages. I think Dell has really gone down the shitter the last couple years, as I had to deal with gross incompetence and neglegence repeatedly on a 6-system order for a business. Anyway, I think I'm going to call and yell at them. [/rant]

EDIT: Not to mention the time I had to spend cleaning all the jukebox and real media crap off those 6 computers (ok, it didn't take that long, but still...)

EDIT2: OOOOO!!! My wait time is "greater than five minutes!" That's fvckin helpful! :|

 

[Ketteringo]

File a complaint with the BBB saying what you said here 🙂

 

[GoodRevrnd]

Well that wasn't very surprising.

It appears Dell pays service reps to sit around all day and tell customers what they already know. "The item is not available at this time." They don't know why, or when they'll actually get it, or anything fvcking useful at all. If I bought this from a trader on the forum and got these kinds of responses the troll hunters would easily be after them by now.

Has anyone written formal complaint letters to dell? Where do you actually send them so they're read by someone that I'll actually get a decent response or a 25% off coupon or something (or both). Do you use snail mail or email? Thanks.

 

[pyonir]

i got screwed by them on a G3. They told me that i cancelled my order, when i did no such thing. I said i wanted the camera for the price i ordered it at (which wasn't really that much of a deal) and they said, "sorry, the item is out of stock".

So basically, screw you...find somewhere else to get it. That is good business practices.

 

[labgeek]

Sounds like their doing what they have to... Delays for mail-order items are goverened by law. Check out the section below from the BBB. They legally have to get your permission because of the 2nd delay.

http://www.bbb.org/alerts/article.asp?ID=367

By law, businesses must have a reasonable basis for stating that a product can be shipped within a certain time. If you cannot ship within the promised time (or within 30 days if you made no promise), you must notify the customer of the delay, provide a revised shipment date and explain the customer's right to cancel and get a full and prompt refund.

Your fulfillment obligations begin as soon as you receive a "properly completed" order. An order is properly completed when you receive the correct full or partial (in whatever form you accept) payment, accompanied by all the information you need to fill the order.

For definite delays of up to 30 days, businesses may treat the customer's silence as agreeing to the delay. But for longer or indefinite delays, and second subsequent delays, you must get the customer's written, electronic or verbal consent to delay. If the customer does not give his okay, you must promptly refund all the money the customer paid without being asked by the customer.