Archive for June, 2006

Dell and lousy service

June 8, 2006

I guess this might sound familiar to lots of people, but guess what: Dell’s service disappoints me. Margrethe was supposed to receive her new Dell Inspiron 6400 yesterday (according to the original delivery estimate) or even the day before yesterday (the estimate on the order tracking page).

Yesterday, she got a call, and the freight company asked her when she would like the package delivered – on Thursday (today) between 10 AM and 3 PM, or in the evening? She opted for 10 to 3.

So today, we’ve been waiting for the laptop. 3 PM, and no laptop in sight, we were beginning to get a little bit worried. 4 PM, and we phoned Dell, who said that they would get in touch with the freight company (Schenker / Linjegods, apparently) and call her back when they knew what was going on.

After an hour without any laptop arriving and no call from Dell, she tried to call Dell again, and guess what… customer service is closed for the day. Unsurprisingly, the Sales phone is still open – but they couldn’t help, and advised her to phone customer service tomorrow morning.

After this, she phoned back to the freight company phone number that called her and scheduled the delivery. Turns out they too are closed for the day – even though they do deliveries in the evenings. So now we have no idea what’s going on.

This is really the apex of crappy customer service. When someone calls you and tells you the package will arrive within a certain timeframe, you expect that to happen – at the very least you expect to be notified if something gets in the way.

Anyone ordering goods from Dell should know that they may or may not arrive when they say it will. I guess this is a prime example of “the chain is only as strong as its weakest link”. Dell needs to switch to a different parcel delivery service. I would think that after building a company that’s able to produce reasonable-quality low-cost laptops and become the world’s #1 laptop maker, shipping the goods to the consumer should be fairly straightforward. Unfortunately not…