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I just recently purchased a Samsung monitor from Dell and it was one of the worst online transactions I've experienced.
- Tried initially to cancel the item. I found out the hard way, after navigating endlessly within their webmaze, that there is no online way to do this. You have to call them... during their business hours only or you cannot do this. On their website, my order was still "processing" and was not shipped at this point. I made the call around 8 PM and they close at 7 PM CST.
- Called them the next day around 9 AM. I found out that the order could not be canceled because the item was already shipped or was processed for shipping. I checked their website and the order was now listed as "shipped". If they provided an online means to cancel or a 24 hour customer service, I could have canceled the order the day before. But no, Dell decides to bend me over instead. I told them that I will reject the shipment once it arrives.
- Later that day, I called them back because the rebate on the monitor had increased. I told them that I will accept the shipment and would like the credit for the increased rebate on the monitor. Customer rep tells me that it cannot be done because the monitor has no rebate attached to it. I found this odd since the monitor had the rebate attached to it when I checked the listing earlier that day. I asked her for the Dell item number and I checked the listing myself. Sure enough, the monitor is no longer listed with a rebate. At this point, I wasn't sure what was going on so I hung up.
- Next day, I called them back after finding out that the monitor is still listed with the rebate and the rebate had increased even more. I was thinking that the customer rep I talked to the other day was on crack and she was looking at the wrong listing. Once I got through, I explained the situation to a different rep and requested the additional credit for increased rebate. This time around, the customer rep did not tell me that there's no rebate attached to it but the increase rebate cannot be applied because the item had already shipped. I found this procedure odd and tried to argue why that didn't make any sense but in the end I was bent over again by Dell. This is how they do their business.
- So I grudgingly waited for the shipment to arrive. I decided to accept the monitor since I did not want to go through the hassle of returning the monitor. Few days later after the last convo with Dell, the monitor arrives. I opened up the box, lo and behold, it wasn't the monitor I ordered! I proceeded to check the enclosed shipping invoice and the monitor listed on it matched the one that was sent. The shipping department did not fuck up but it still wasn't the monitor I ordered. I checked the order confirmation email and that had the correct monitor listed. Somehow Dell sent me the wrong one.
- I called Dell and ask why I was sent the wrong monitor. The explanation they provided had me pretty teed off since it wasn't an accident. Tuns out that Dell deliberately sent me the wrong monitor because the monitor I ordered was not in stock but the one they sent was very close to the one I ordered spec-wise, except for one very important difference - the resolution I wanted was a 1920x1080. They sent me a monitor with a res of 2048x1152. So instead of Dell contacting me and asking me if I would like a different monitor with a different resolution, they decided that they will just send me a different one. Apparently they know better than what the customer wants.
By this point, I'm pretty horrified with Dell and request a return service. They give me a DHL shipping invoice and tell me to drop it off at one of the DHL locations since I explained that DHL will not be able to get to where I'm currently located. I ask if I can use USPS service. They tell me yes but I would have to mail in the USPS receipt separately and would have to wait for their finance dept to send me a check by mail. I did not want to go through the hassle of waiting and dealing with two different refunds so I decide to use DHL.
Now this is the best part. I call DHL to find out if I can stop by one of their locations and drop off this box. First, they ask me where it is going. I tell them it will be going to Dell. Then they tell me that if it's going domestic, DHL no longer provides this service. I called three separate locations and they all tell me the same thing - domestic shipping is no longer provided by DHL and they only provide international shipping, i.e. from a foreign country to US.
At this point, I check the shipping invoice that Dell forwarded to me for use with DHL and the "From" address is not mine but it is an Australian address. "To" address is Dell's going to TN. I sent an email to Dell asking about this and whether if this invoice is still usable since I am in the US since DHL will not accept domestic shipping. I have yet to receive a response and it was sent out on Friday.
Am I just unlucky or does anyone else have a horrible experience with Dell they want to share? All I know is that I will never do business with Dell again. Their business practice (like sending the wrong monitor without asking the customer) is one of the worst I've seen by a large retailer. What's the deal with no online means to cancel? It's like they're holding your order as hostage and you have to call them and negotiate the cancellation. It should be a one step process on their website as long as the order has not shipped yet.
I'll stick with newegg from now on. Their customer service has always been kickass.
Yeah, that was a long one. Thanks for reading.
- Tried initially to cancel the item. I found out the hard way, after navigating endlessly within their webmaze, that there is no online way to do this. You have to call them... during their business hours only or you cannot do this. On their website, my order was still "processing" and was not shipped at this point. I made the call around 8 PM and they close at 7 PM CST.
- Called them the next day around 9 AM. I found out that the order could not be canceled because the item was already shipped or was processed for shipping. I checked their website and the order was now listed as "shipped". If they provided an online means to cancel or a 24 hour customer service, I could have canceled the order the day before. But no, Dell decides to bend me over instead. I told them that I will reject the shipment once it arrives.
- Later that day, I called them back because the rebate on the monitor had increased. I told them that I will accept the shipment and would like the credit for the increased rebate on the monitor. Customer rep tells me that it cannot be done because the monitor has no rebate attached to it. I found this odd since the monitor had the rebate attached to it when I checked the listing earlier that day. I asked her for the Dell item number and I checked the listing myself. Sure enough, the monitor is no longer listed with a rebate. At this point, I wasn't sure what was going on so I hung up.
- Next day, I called them back after finding out that the monitor is still listed with the rebate and the rebate had increased even more. I was thinking that the customer rep I talked to the other day was on crack and she was looking at the wrong listing. Once I got through, I explained the situation to a different rep and requested the additional credit for increased rebate. This time around, the customer rep did not tell me that there's no rebate attached to it but the increase rebate cannot be applied because the item had already shipped. I found this procedure odd and tried to argue why that didn't make any sense but in the end I was bent over again by Dell. This is how they do their business.
- So I grudgingly waited for the shipment to arrive. I decided to accept the monitor since I did not want to go through the hassle of returning the monitor. Few days later after the last convo with Dell, the monitor arrives. I opened up the box, lo and behold, it wasn't the monitor I ordered! I proceeded to check the enclosed shipping invoice and the monitor listed on it matched the one that was sent. The shipping department did not fuck up but it still wasn't the monitor I ordered. I checked the order confirmation email and that had the correct monitor listed. Somehow Dell sent me the wrong one.
- I called Dell and ask why I was sent the wrong monitor. The explanation they provided had me pretty teed off since it wasn't an accident. Tuns out that Dell deliberately sent me the wrong monitor because the monitor I ordered was not in stock but the one they sent was very close to the one I ordered spec-wise, except for one very important difference - the resolution I wanted was a 1920x1080. They sent me a monitor with a res of 2048x1152. So instead of Dell contacting me and asking me if I would like a different monitor with a different resolution, they decided that they will just send me a different one. Apparently they know better than what the customer wants.
By this point, I'm pretty horrified with Dell and request a return service. They give me a DHL shipping invoice and tell me to drop it off at one of the DHL locations since I explained that DHL will not be able to get to where I'm currently located. I ask if I can use USPS service. They tell me yes but I would have to mail in the USPS receipt separately and would have to wait for their finance dept to send me a check by mail. I did not want to go through the hassle of waiting and dealing with two different refunds so I decide to use DHL.
Now this is the best part. I call DHL to find out if I can stop by one of their locations and drop off this box. First, they ask me where it is going. I tell them it will be going to Dell. Then they tell me that if it's going domestic, DHL no longer provides this service. I called three separate locations and they all tell me the same thing - domestic shipping is no longer provided by DHL and they only provide international shipping, i.e. from a foreign country to US.
At this point, I check the shipping invoice that Dell forwarded to me for use with DHL and the "From" address is not mine but it is an Australian address. "To" address is Dell's going to TN. I sent an email to Dell asking about this and whether if this invoice is still usable since I am in the US since DHL will not accept domestic shipping. I have yet to receive a response and it was sent out on Friday.
Am I just unlucky or does anyone else have a horrible experience with Dell they want to share? All I know is that I will never do business with Dell again. Their business practice (like sending the wrong monitor without asking the customer) is one of the worst I've seen by a large retailer. What's the deal with no online means to cancel? It's like they're holding your order as hostage and you have to call them and negotiate the cancellation. It should be a one step process on their website as long as the order has not shipped yet.
I'll stick with newegg from now on. Their customer service has always been kickass.
Yeah, that was a long one. Thanks for reading.
