Dell.ca

Downhill Dell

By: toiler
On: Jun 17, 2009

Comment:
I ordered a keyboard from Dell. usually ships next day. Their website still claims this for the product. (g19 Keyboard) It never shipped a week later, and they don't know when it will, at least another week, but they still take orders based on lies. As I won't be here i try to cancel. Inda tells me that they have to make a request to cancel, and that it will take a few days. I asked why the website still claims next day shipping, and he said it was under review. Dell was once a good reliable company.

Good prices, fast delivery but absolutely HORRIBLE customer service

By: izzyzz
On: Jun 6, 2009

Comment:
My general experience with Dell was pretty good before the most recent purchase. Excellent prices, fast delivery (usually) and good quality products. Everything's nice until you have to deal with their customer service to return or cancel an order. I ordered a desktop PC during one of their recent sales with the listed price of $169.00. The checkout total came to $206.87 after taxes. I get a confirmation e-mail with that amount, but later the same day, another e-mail arrives with a different total of $568.48 (almost triple the listed price!). I call Dell to find out what's going on. CSR tells me they have a "technical glitch" and working to fix it. I ask him to cancel my order if Dell intends me to charge triple the listed price and he assures me that it will not happen and I'll be contacted when they fix their "glitch". He also gave me a confirmation number. 5 days later, I get an e-mail from another Dell CSR telling that the amount in my confirmation email was "incorrect" and that my credit card will be charged a different amount. Just like that. No option to cancel the order and no actual charged amount given (I later found out it was $568.48). In other words, "you got a surprise coming up on your next credit card statement. Enjoy!" I e-mail back asking to cancel the order and told I can't because it has already shipped, so I have to return it to get a refund. Call customer care next day to arrange return. They say they'll contact Purolator to have it shipped back. A few hours later, another Dell CSR calls me and now says that Dell will honour the price and issue partial refund to bring the order to the original price! Great! I am asking if he's aware of my communication with other CSR about returning the order and he says "yes". But 2 days later I find out that Purolator shipped the PC back to Dell after contacted by customer care. Fine, I'm guessing I'm getting a full refund despite what I was told. Not so fast. 2 weeks gone by and I get an e-mail saying my refund was processed. Checking my cc statement reveals that there are two partial refunds which do not add up to the full amount ($80 short). I e-mail back and I'm told they're looking into this issue and will keep me updated. 1 week gone, 2nd week gone. No refund. I e-mail again and told the same thing again, "we are looking into it". Another week, I e-mail again... My e-mail is ignored. Phone call to customer care. I'm told "we're waiting for our financial dept to contact us". I ask to speak to someone from financial dept, but CSR says I can't "because financial dept is our internal dept". Another week passes, I check my cc statement and another refund from Dell in the amount of $8.01??? I call customer care again, they have no idea where that amount came from and "we're waiting for our financial dept to contact us", again! This time, I ask to speak to the manager. Not much progress on that front either, "it's up to the financial dept". The manager doesn't know where the amount came from. "We asked them to issue $80 and they issued $8.01 instead." Wow! Just to give you an idea of how long Dell has been dragging their feet on this... the order was placed on April 24th and it is now June 6th... And I am still $71.99 short in my cc account. Reading other reviews on the Web, the problems with Dell customer service and support are widespread. It is sad because that used to be their strength about a decade ago, but it looks like things went downhill in the pursuit of the almighty buck.

Warehouse & Orders need to communicate!

By: chimaican
On: May 18, 2009

Comment:
Dell.ca sucks when it comes to filling orders. Routinely they'll take the order even if they don't have the appropriate number of stock in their warehouse. The shipping date gets continually pushed back to the point the item is no longer available... and if you think Dell will contact you, dream on!

Product? Good. Service? Awful.

By: Linchpin
On: May 13, 2009

Comment:
Normally I don't do reviews but it's true what they say about if you have a positive experience, you wouldn't normally tell a whole lot of people but if you had a bad experience you'll tell the whole world. Well, my experience shopping at Dell.ca has been nothing but the worst. After someone who has ordered multiple PCs and laptops you'd think they'd take better care of their customers. The customer service is terrible, and yeah, the price was good and shipping was free, but that didn't cover the headaches I encountered when dealing with Dell customer service. All over a stupid laptop case! The long and the short of it is, I ordered this laptop case and yeah it's nice, well built, etc. but found out it didn't fit my laptop. I called Dell to cancel the order less than 1 HOUR after I had placed my order and they sait is was impossible, because it was "in production". Were you building my laptop case? Having a little old lady in some decrepit warehouse sew the thing together? Wow, that sounds fascinating. So fine, it arrives at my door, I refuse the parcel. 1 week goes by. 2 weeks go by. Still no refund. I called Purolator and they said that it was still at their local depot since Dell needs to issue an RMA to take it back, which they had not done. So I used my last failsafe as a consumer, I called my credit card company and issued a chargeback. I got my money, don't care what happens to the laptop case. Whether or not your getting a laptop case, or building a full blown PC, don't, don't, don't, order from Dell. Their customer service people will transfer you from department to department until you get so frustrated you just hang up and then throw your phone at the nearest brick wall. If you do decide to order after all this, then I hope the item that you receive you are happy with because good luck trying to return it. Dell, you lost a customer. For good. And hopefully tens and even hundreds more based on this review.

Worse Customer Service

By: HBajwa
On: May 9, 2009

Comment:
Between placing an order and refund. It took over a month. I had to call customer service several times. Nobody ever returned my calls. I never experienced poor customer service other than dell. I will never recommend to my family or friends nor will ever place an order with dell. I'd rather pay extra and would buy from some where else. Your customer service dept is useless!!!!!!