Thursday, September 25, 2008

Getting nothing but Linda Kelly's answering machine

I recently filed a complaint against Dell with the BBB asking for them to refund my $25 shipping fee. I paid $25 to have them ship it in 3-5 business days, not 5 weeks. Dell responded to the BBB and asked me to contact (1-800-624-9897 ext 72-62156). Every time I call I get her answering machine. I have left two messages, and the other 2 times I hung up. I also e-mailed her twice. No replies at all.

This is the essence of Dell customer resolution: they simply ignore the problem.

Wednesday, September 24, 2008

Static Hiss from Inspiron 1521 Headphone Jack

More joy from my brand-new laptop. It appears that the components Dell uses creates a static hiss whenever the volume is turned above "2." The only solution is blast the music so loud it drowns out the static. Way to go Dell. And thanks for not offering a fix for this. It's just like you.

See here for more info on frustrated users with this problem:

Monday, September 22, 2008

Deal Tech Support

Spent 4 hours this morning with "Surinder" from Dell Tech Support fixing my 1521's mousepad (which would "phantom" click) and the built-in microphone which didn't work by installing newer driver.

While the tech did a good job, I don't see why Dell can't just ship new, fully-functioning laptops to their customers.

Thursday, September 18, 2008

Dell provides contact number of Linda Kelly of Escalation

Dell is maintaining that Azam Mohammed and Reena Dominic called me. Funny how it was ME who tried to call them many times and was told by their secretary that they were not there. I also wrote e-mails which they did not answer. I will keep fighting them on this. They have now given me the contact details for resolution manager Linda Kelly.

Wednesday, September 17, 2008

Escalation has gone nowhere

Despite promises from Escalation's secretary, no one has called me or e-mailed me from Dell. Fine. They can speak directly with the BBB now.

Friday, September 12, 2008

Dell refuses to put me in contact with Escalation Team Members

I received 2-emails from Dell's escalation team in regards to getting a refund of my shipping fee. I tried calling one of them, and was told that he had switched departments. I called the other, and was told she was on break. I tried again this morning, at 9 AM, when they would not be on break, and was told by the customer representative that they cannot put me in contact with members of the escalation team, but that they would call me back. Just WTF is going on?!

9:45 AM
Called the Global Escalation Team phone # that was given to me again and was again transferred to just regular customer service

Rupiner (#887063) told me that she could not connect me with the escalation team even though their e-mail said they work from 8-5 PM M-F. She gave me the regular "they will call you back in 24 hours" nonsense. No one at the escalation team has responded to my e-mails or the messages that I have previously been able to leave (up until yesterday, I was able to leave messages with the secretary at the escalation team office)

9:58 AM
Finally managed to get through to the same Global Escalation Team secretary that I had been talking to all last week trying to get in contact with members of the team. Karthik (#145772) told me that both Reena Dominic and Azam Mohammed were not at their desks. Interestingly enough, although the secretary previously told me Azam Mohammed had switched departments, he apparently forgot what he had told me last time, and tried to page Azam. No luck.

Wednesday, September 10, 2008

Inspiron 1521 finally arrives after 5 weeks; 2nd reboot fails

My Inspiron 1521 finally arrived after 5 weeks of stalling by Dell last night. It booted up the first time, but then failed to boot every time after that. I had to wipe the hard drive and use the recovery disk that Dell gave me, but after I finished the recovery, 4 drivers were missing.

I'm chatting with a tech now to locate these 4 drivers.

Many people have mentioned that Dell assembles "new" laptops from refurbished parts. I hope this has not been the case with min, but with everything that has happened so far, I would not be surprised.

Friday, September 5, 2008

Apparently, Inspiron 1521 has "shipped"

Well, apparently using a blog works a lot better than trying to reason with Dell's customer service representatives or their chat staff.

Although I signed up for e-mail notification of when my order will ship, I have never received an e-mail from Dell. I have to go the site myself and check my order every single time to get any updates (which usually involve delays).

I received an e-mail from a Dell2dell company blogger yesterday offering to looking into my order delay.

Shortly after, my status at changed to this:

Customer Number: xxxxxxxxxxxx
Dell Purchase ID: xxxxxxxxxxxx
Order Number: xxxxxxxxxxxx
Order Date: 8/5/2008
Order Status: Shipped

Shipping Method: 3-5 Business Days
Shipped Date: 9/5/2008
Est. Delivery Date: 9/10/2008-9/12/2008
Carrier: Data Temporarily Unavailable
Tracking Number: Data Temporarily Unavailable

It's been like this for about day now, so I wonder if this is just a further delaying tactic by Dell to put a bandaid on the situation, so they can say that my order has "shipped" while not providing any solid information like carrier or tracking data.

As you've probably noticed, I've lost all faith in this company. IF I get my order within the next month, this'll be the last time I ever order anything from I just hope the laptop doesn't start having tons of problems, making me have to deal with Dell's technical chat team.

Thursday, September 4, 2008

Dell Inspiron 1521 Order Delayed for 4th Time in a Row

Here's what I received from

A 4th order delay.

Due to unforeseen circumstance, we have experienced another delay with your order number xxxxx. Our new anticipated ship date will be on or before 9/11/2008.

Order Description: Inspiron 1521, AMD Turion 64 X2 TL-60 (2.0GHz/1MB)

Shipping Information
To view shipping information for the order:
Sign in to My Account
Shipping Method: 3-5 Business Days
Est. Ship Date: 9/11/2008
Est. Delivery Date: 9/16/2008-9/18/2008
Carrier: Not Shipped
Tracking Number: Not Shipped

This is bizarre, as I spoke with "Gupta" on the phone on Tuesday, and he said that "production is all finished, and your order will be shipping out on 9/4."

Anyhow, I called Dell's customer service again this morning and spoke with
Puja (Employee #: 106259), who repeated what Gupta said. Apparently, they have decided to take another week to package my order.

This whole process with Dell has been highly frustrating, as I have already been waiting 1 month for my laptop--which should have been delivered on 8/20/2008--and still see no solid delivery date on the horizon. Dell simply moves back my "production date" 1 week every time their cross their own arbitrary new deadline.

I starting to think that BBB complaint to Michael Dell is the only way to get my needs addressed. I will draft a letter to the BBB later in the day and continue to post the results of this ongoing saga of "Dell Hell" here.