Maybe you should not buy equipment from dell. This is my story and the reason that I will not buy from dell in the future.
I purchased a Dell 27 USB-C Ultrathin Monitor: S2719DC as part of black friday sales on Friday, November 20, 2020 for $510.71 45% off. (Note: Never buy from dell at full price aka the sucker price, they always have a sale every 2-3 months for upwards of 40% off) I used $27 of Dell rewards I had from a previously ordered monitor.
After I made the purchase, I found an additional 10% off coupon for black friday monitors. I contacted support.
Karma: Thank you for contacting Dell Customer Care chat. My name is Karma .. Please give me a moment while I review your case details and I will be glad to assist you. Karma: Hello Steven Karma: I understand that you have contacted to cancel your order. I regret to know that but I would be glad to assist you with the same. Steven: I forgot to add a coupon code "Save an extra 10% with code:10%OFFMONITOR" Karma: Thank you for the information. Karma: Let me check and see what best I can do to help you. Karma: Are you referring to order # 627⬛⬛⬛⬛⬛⬛ ? Steven: Yes Karma: Thank you Karma: For verification purpose, may I please know the complete name as it appears on the account please? Steven: Steven ⬛⬛⬛⬛⬛⬛ Karma: Thank you Karma: While I pull up the order information, I have your email address and phone number updated in our records as ⬛⬛⬛@⬛⬛⬛⬛⬛⬛.com and ⬛⬛⬛⬛⬛⬛⬛⬛⬛. Is that correct? Steven: Yes Karma: Thank you so much. Karma: I have checked the details and I wish to inform you that your order is estimated to ship on Nov 24, 2020 and estimated to delivery Dec 07, 2020. I would also like to check if you will consider to keep the order if I offer you a credit for $43 ? Steven: 450.34 * 10% = $45 Steven: No Karma: Thank you for confirming the same. Karma: May I submit cancellation request for the order? Steven: Yes Karma: Thank you Karma: Please be informed that I have submitted the request to cancel your order and your order would be cancelled within next 24 hours.You may check the status of Cancellation on Dell.ca or on your Dell "My Account". Karma: The payment authorization would be released automatically within 24-48 hours post cancellation of the order. Steven: Thank you Karma: You are welcome. Karma: I will be sending you an email confirmation shortly in regard to our conversation, along with a case number 104⬛⬛⬛⬛⬛⬛ in the subject line, which you could refer for any future assistance. If you have any concerns, please contact us back. Karma: Is there anything else apart from this I may help you with? Karma: I do not intend to rush you, however this chat is without any activity for over 2 minute now. I want to make sure our chat is still connected. Steven: I have no other questions. Thank you
They cannot apply the coupon after the order was place, annoying but understadable. To cancel the order, they have to try to do customer retention but the offer that they gave me was rediculus. I stand to gain $45 with the cupon, but they were only willing to offer me $43 credit that would expire before I planned to buy a new monitor. No deal.
I waited 48 hours and the order was not cancelled. Messageed again and went thought the same proces with the same customer retention offer and the same 24-48-hour estimate for cancelation.
I noticed that they did not refund the Dell rewards ($27) with the cancellation of the previouse order.
Session Started with Agent (Mary_Joyce_Ulilang) Agent (Mary_Joyce_Ulilang): "Welcome to Dell Parts and Accessories Sales Chat! This is Joyce and I will be your Dell Sales Chat Expert. I can be reached at ⬛⬛⬛⬛⬛⬛@Dellteam.com How can i help you with your purchase today?" Agent (Mary_Joyce_Ulilang): "Welcome to Dell Parts and Accessories Sales Chat! This is Joyce and I will be your Dell Sales Chat Expert. I can be reached at ⬛⬛⬛⬛⬛⬛@Dellteam.com How can i help you with your purchase today?" Steven Smethurst: "Hello, I tried purchasing a monitor on Monday, November 23, 2020 I got an "acknowledgment" (We have received your order) email but no order information. Order Info Order Date: 23/11/2020 Customer Number: ⬛⬛⬛⬛⬛⬛ DPID: ⬛⬛⬛⬛⬛⬛" Steven Smethurst: "The order is not showing up in my account, and i don't have an order number to add it" Steven Smethurst: "Monitor "Dell 27 USB-C Ultrathin Monitor - S2719DC"" Agent (Mary_Joyce_Ulilang): "Glad you chatted in today, I'd be happy to help you." Steven Smethurst: "Another way of saying this is.... I got a "Dell Order Has Been Acknowledged" email from dell after ordering the monitor online. But i did not get a "Dell Order Has Been Confirmed for Order Number: #######" email ." Agent (Mary_Joyce_Ulilang): "hi Steven. Let me check this. Give me a minute or two to pull up your acct" Agent (Mary_Joyce_Ulilang): "Still checking on it.." Agent (Mary_Joyce_Ulilang): "For Verification purposes can i ask for your full name" Steven Smethurst: "Steven ⬛⬛⬛⬛⬛⬛" Steven Smethurst: "checking in... are you still there" Agent (Mary_Joyce_Ulilang): "Hi steven iam still checking" Agent (Mary_Joyce_Ulilang): "Hi Steven, Upon checking in my end i cannot view your order record based on the DPID you have provided..." Agent (Mary_Joyce_Ulilang): "to further assist you with your concern i wll give you the contact number of our customer care Team" Agent (Mary_Joyce_Ulilang): "Home/Consumer Customer Support 1-800-624-9897 Monday-Friday: 7:00 a.m. to 7:00 p.m. (CST" Steven Smethurst: "Its closed for the day..." Steven Smethurst: "That does not help" Steven Smethurst: "Let try a different way... CAn you help me recover my Dell Rewards ?" Steven Smethurst: "I had $22.22 DELL rewards. I ordered a monitor using the Dell rewards, then cancelled the order. I was not refunded the Dell rewards upon cancellation" Steven Smethurst: "The Dell rewards were for this order... Order number:⬛⬛⬛⬛⬛⬛" Steven Smethurst: "hello ?" Agent (Mary_Joyce_Ulilang): "Let me chek on the order number you just provided" Agent (Mary_Joyce_Ulilang): "Hi Steven, regarding the cancellation and for refund of your order, kindly call our customer care Home/Consumer Customer Support 1-800-624-9897 Monday-Friday: 7:00 a.m. to 7:00 p.m. (CST" Steven Smethurst: "again they are closed, not helpful" Agent (Mary_Joyce_Ulilang): "As much as i wanted to give you information about refund and cancellation i handled Dells Part and Accessories Team" Agent (Mary_Joyce_Ulilang): "Sales team" Session Ended
Contacted them again via phone (No transcript) It takes up to 5 bussiness days for the Dell rewards to be refunded. By that time, the Black friday deal would be over, and they cannot “rain check” the deal for me while they figure out the Dell Rewards. Angry, but I still wanted the monitor, so I went thought with the new order, with the 10% coupon. (lost $27 of dell rewards)
I orderd the new monitor on Friday, November 27, 2020 for $460.31 checking the shipping address before I ordered.
On December 1st, 2020 I got the “Dell Order Has Shipped for Order Number: ⬛⬛⬛⬛⬛⬛” email with the wrong shipping address. It was shipping to the billing address not the shipping address. I took a screenshot of my order when I placed it on Friday, November 27, 2020 and it had the right shipping address. The “Dell Order Has Shipped” email had the wrong address.
Arup M: Thank you for contacting Dell Customer Care chat. My name is Arup Mishra. Please give me a moment while I review your case details and I will be glad to assist you. Arup M: Hi Steven, how are you? Steven: I am doing well. I noticed that the shipping address is incorrect on my order Steven: It should be Steven ⬛⬛⬛⬛⬛⬛ 425 ⬛⬛⬛⬛⬛⬛ Vancouver, BC ⬛⬛⬛⬛⬛⬛ ⬛⬛⬛⬛⬛⬛ Arup M: I regret to know about the issue. Arup M: Let me see what best can be done here. Arup M: Is this the order number ⬛⬛⬛⬛⬛⬛, you are referring to? Steven: yes Arup M: Thank you. Arup M: I have your email address as ⬛⬛⬛⬛⬛⬛@⬛⬛⬛⬛⬛⬛.com and phone Number is ⬛⬛⬛⬛⬛⬛ Steven: Yes that is correct Arup M: Thank you. Arup M: ⬛⬛⬛⬛⬛⬛ is expected to be shipped on or before 11-30. Arup M: We are keeping a follow up till the order ships and available in Canada. Arup M: We can not able to update the address for you. Steven: Pardon I don't understand you. Steven: How do I change the shipping address for this order ? Arup M: Steven, we will not be able to update the shipping address when the order is in production. Steven: Damn it. Well Should I cancel the order and reorder again ? Steven: It can not be shipped to the address on file Steven: If it is shipped to that address it will be returned. Arup M: Steven. I guess you did read what I have mentioned. Steven: Angry Arup M: I have mentioned that we will update the address once the order ships from USA facilities and available in Canada. Arup M: My apologies if you did not understand my point. Steven: Okay, that makes more sense... This statement makes no sense. "We can not able to update the address for you. " Steven: That statment is why I was confused. Arup M: My apologies for the confusion. Steven: To confirm... You will update the shipping address once the package arrives in Canada... I personally do not need to take any other actions... Is this correct ? Arup M: Absolutely, you got this. Steven: Thank you Arup M: ⬛⬛⬛⬛⬛⬛ is the case reference number. Steven: Thank you Steven: Thank you for your time and effort.
From this interaction “You will update the shipping address once the package arrives in Canada… I personally do not need to take any other actions… Is this correct ?”… No action for me, dell is on top of it.
Tue. Dec. 8, 2020 - 7:26 p.m. VANCOUVER, BC Shipment delivered to STEVEN at: GUARD of ⬛⬛⬛⬛⬛⬛
Delivered to the wrong address. Delivered to the billing address instead of the shipping address. Because of COVID the billing address is an empty warehouse with no one in it. There are no guards, and no reason anyone would be there. I do not know who could have recived the montor. The warehouse is a couple of hours away from my address.
Call up Dell (no transcript). They cannot help me directly. They can send their shipper (purolator) back to the address to try and recover the monitor and return it to Dell if they cannot recover the montior it effectly my problem. Shit out of luck. Angry, Fuck you Dell.
Mon. Dec. 14, 2020 a coworker took the 2-hour drive into the warehouse and found the monitor. It was recived by a neighbouring business (purolator problem), I guess the shipper decided to deliver it there when he found our warehouse closed.
I get a quote for shipping it from my coworker’s house or warehouse to my house (the shipping address), cost $140 for shipping. Call up dell (no transcript). My case has been passed to a specialist and he cannot help me. Wait on the specialist.
7 days go by… In this time, I have walked the 20 mins down the road and purchsed a new monitor from Bestbuy for less then the monitor from Dell. Better in all ways, and it has instore return. I give the Dell monitor to my coworker. Dell specialist eventually does call me, and they can offer me nothing but the ability to pick up the moniotor from the warehouse where no one is and ship it back to Dell, to be shipped out again. Gawd knows how long that would take.
Do not buy Dell.