Dell. This is looooonnnngggg.
Over the years I've bought two computers and a couple of monitors from Dell and everything went smoothly each time. Fast-forward a few years to July 2014 when my monitor dies and I need to replace it. Things have changed at Dell in the intervening time.
July 10: I find a dual monitor package on Dell's website and order it. Nothing to do now except wait for it to arrive, or so I think. Shortly afterward, I receive an e-mail telling me the order is on hold and advising me to contact Dell Financial Services.
I call, and wait on hold for ages. Finally a representative comes on the line and after much back and forth, is completely unable to tell me what the problem is with the order. Finally she says something about an address and I notice they've got my billing address wrong so I give her the correct one. She argues with me when I give her the PO Box, saying that a PO Box has to have an apartment number or suite number.
I finally convince her that isn't the case. Problem solved, or so I think.
Later, someone from another branch of Dell calls to ask why the order is on hold.
I explain the address change and he assures me that the order is fine now.
I wait several days and check the status of the order online. It never moves out of the "order processing" stage.
July 14: I call Financial Service to ask what's up with the order. They tell me it's on hold still, but they don't know why. Multiple calls and lots of hold time follows. The reps do not communicate with each other or make notes on the account, so I repeat myself endlessly. This goes on for some time. Many of the reps are very difficult to understand.
Finally, I'm transferred to the Verification department. The rep there seems to actually know what's going on. He tells me that Dell is unable to ship to the shipping address I've provided. Too bad that wasn't mentioned on their site when I placed the order... I have to contact people to make other shipping arrangements, so the rep gives me his direct line so I can call him back with a new address. Problem solved, or so I think.
I obtain a new shipping address and call the number provided. It is busy. All day. I call Financial Services and they can't get through either. They say they'll have a Verification person call me. No one calls.
July 15: I receive a phone call saying that my order has been cancelled. I am livid
. Financial Services (after much hold time and many transfers) tells me it was cancelled because the shipping address was wrong and anyway, my billing address and shipping address are different and that's wrong.
I tell my story. The rep tells me I have to call X number and Y number and speak to more people. I ask to speak to a supervisor. Request denied. I tell them I am completely DONE with the whole thing at this point and will buy the monitors elsewhere.
I file a complaint online with Dell's Complaints department. Someone will contact me within 48 hours, the website says.
July 16: My phone rings. It's someone from Dell. "Hi! We noticed that you cancelled your order and we want to find out why you cancelled it."
I'm proud to say that I avoided cursing.
July 25: Dell e-mailed me a customer satisfaction survey, which I completed very thoroughly and with vengeance in my heart. The Complaints people never got back to me.
I ordered monitors from Costco and they arrived yesterday - no problems at all.