Opinion
By Dchenster 12/22/2004 (initial draft only)
Please excuse me for the grammar error and usage; I still don’t have a helper to correct some of the language error.
I ordered the Dell Digital Jukebox 2 generation (20 gigs) on Oct 29, 2004, and it was cancelled by Dell on Dec 20, 2004. I communicated (e-chat) with 4 of their customer service, and last one with their phone customer assistance to return the accessories that I got. I didn't call them initially because I got bad experience with their India customer service, and e-mail seems always telling me to go online to find solution. I waited for DJ for 8 weeks, that's very long wait for a product that’s supposed to be on sale before Christmas.
What I read on the forums, some people who ordered after Thanksgiving got it before me. Some of them got it within two weeks, some got it in three weeks, and I wait for 8 weeks. I do not order a lot of stuff from Dell, but I do buy things like a regular home user, and I am just a regular customer who wishes to get the item purchased on time. From what I can understand, this DJ issue is not just supply issue, not just Christmas rush issue since I ordered way before Christmas and thanksgiving, and certainly not special request (just DJ, case, and FM remote), so I do not see any particular reason not to get it before Christmas.
There are a lot of problem at the Dell, which they ship the item to people who ordered after me, and then he keeps insist they shipped in the order that comes in (first e-chat support). After some research on the different forums, which there are possibilities Dell shipped orders that comes in after thanksgiving, or people who called or e-chatted first, and then for rest people. Maybe it's just me, or I ordered the FM remote with it too, but I don't like to be treated like other people are more important customer than me. So for me, I am very dissatisfied with Dell, and their previously highly valued services. This is rough history if you are interested:
October 29 - Ordered following
Dell Digital Jukebox 20GB
Music Match Basic Software
Dell DJ Inline FM Tuner
Type 11 Contract- Advance Exchange 1Yr Limited Warranty
DLJ from 3rd party manufacture – which it comes a week later after I ordered
December 1 - First email requesting consent for delayed order
December 6 - Second email requesting consent for delayed order
E - Chatted with customer services on-line twice (got disconnect by the first guy), got assurances DJ will ship on or before Dec 22nd, and got a promise of a $ 35 coupon after I receive DJ.
December 20 - Third email requesting consent for delayed order
E - Chatted with customer service on-line, he stated DJ will be shipped on or before Jan 6th, 2005, and basically stated that he can't do anything about it.
December 20 - Felt extremely dissatisfied. Since someone in the forum already do something with TX general attorney in that state on that matter, I won't do anything like that. Plus they did email me the consent, and I did agree to it. I just feel bad; I start thinking that I should get an Apple IPOD instead.
December 21 – While I was checking for status of the order, find Dell had cancelled my order; ask me to call them if I need to reorder the item.
December 22 – I e-chat with support in the morning, then she told me to call the number. So I did, and I told them I am returning all the accessories. One of accessories arrives 8 weeks ago, which I definitely have no uses for it at all.
First of all, I can understand why they take orders so early because they need to get Christmas rush, and people do start purchase after thanksgiving. That is why I ordered so early so I can be the first few who are getting it. I do like to buy gadget myself and do some reviews on them, and I think it is interesting to do a review on 2nd Generation DJ.
When I ordered it, the expecting date is Dec 2nd, which is a most a month from Oct 29th order date. I figure what the heck, I got plenty of time for review, play with the DJ if they did sent on Dec 2nd, so I happy ordered. I though it shouldn’t be any problem, since I ordered twenty times from dell without any issue, so I thought I would get it on time.
During November, there are people who ordered and receive Pocket DJs, and I am excited to wait for my order. Then there are people reported in various Forums that they received the 20 Gig DJs, which they love it, and my excitement grew as the days went by.
Right before the expecting date of December 2, they sent out email consent form to notify delay of DJ, which I did give them consent. Then second consent came, and I agreed to it while I e-chatted with the customer service to make sure the new expected shipping date of Dec 20 is correct.
What’s interesting part of story comes later during middle of December, people reported receiving 20 Gig DJ after only one or two weeks of waiting time and they ordered after Thanksgiving. I got a little worried, so I e-chatted with customer service twice after I read it in the forum. First guy disconnected me when I try to find the guy’s name who ordered after Christmas and received before me, then the second person that I connect to trying hard to help, but since I didn’t show that I am angry enough, she couldn’t do anything, but promise to give me a $35 dollars coupon code after I receive DJ.
Then December 20th, they sent me another Consent form stated January 6th shipping date, which I am definitely need to find out more. Then next day I did give consent, but same time trying to get hold of customer service, but I couldn’t find the time due to work.
When I log into Dell’s website to check my order status next day, the status on the screen really angers me; they cancelled my order. Long story short, I e-chatted, I called, and she said I got delinquency on my payment (more stuff on that later). So I told them I am returning the case (which I got 8 weeks ago) and a dock for the DJ.
I will pay for the shipping to get them off my hand since she didn’t offer to pick them up, and she doesn’t know the address (she gives me wrong address, and I did find the correct one in the website)
So that’s that. Waited 8 weeks for a DJ, got case & dock for it, got charged on Dell preferred card, but no DJ.
Dude, I didn’t get a Dell DJ
There are also two different points that I would also like to make.
First one is the Dell customer support, which I can understand they moved some of them to India or some foreign country. It is just too expensive to operate all call from call center located in United States. For a company that big, lower priced call center are one of way to save money, and possibly to bring saving to buyers.
But there is some quality issues of call center located in India, they don’t know their stuff too well, they can’t speak too well, they can’t understand too well, and they definitely can’t handle listening part. I called several times previously trying to purchase some new item, and they can’t understand it. They keep looking on website trying to locate the item after I stated; it’s new, it’s not in the general public’s website. That’s why I don’t call them anymore on anything.
Second point I am trying to make is the Dell Financing is not working. They charge on the card on the order which it didn’t arrive yet, even through I don’t know they actually charge the ARP on it or not, so they should charge it after item shipment.
If you didn’t pay on time (lost mail due to various reason), the Financing Company (Dell don’t handle financing themselves) will sent the India support to call you day and night, and that’s consider harassment in some state. I personally got 5 phone calls at my house, but I wasn’t home at that time, and they didn’t leave name and reason. They got me afterwards, I did re-sent the payment, but I am totally be offended by them calling all the time.
There are reports of Dell Financing call people at 4:00 in the morning (that’s India’s day time), and that’s not excusable. There are no company should wake people up to get minimum payment, and telling people they want the routing number to your checking account. Yes they asking for your routing number, which maybe it is somewhere in contract that they would need routing number for something, but not on a phone, especially to a foreign support.
So I am totally disappoint to their choice of support and financing department, but I am no means not ever buying Dell product. Dell still has good product, good price, and some of great choices, but I wouldn’t take chance if not need to, and I am utterly disappointed this year.
Sincerely
David Chen
12/22/2004