Here's a Flip situation on shipping by DHL/Dell

Doc Bernard

Doc Bernard

Indie Arms Member
Here's something new. Yesterday I received a package, which I was expecting a package. But lo and behold, not the package I was expecting. Matter of fact it's something I never ordered. I hate Dell computer and would never order from them, since that expose on them about bait and switch a few years ago.

So I start making calls to Dell computer (it's a touch sensitive 14" monitor). I get routed to Singapore, Latin America, and Canada sales departments. Look it is not mine, I didn't buy it. Apparently according to one operator, this is a warranty replacement.

I am trying to do the right thing here, thing is it is addressed to my address, just the name is wrong.

Dell, in my conversation with them according to one representative, I am a thief and they are going to send "Asset Recovery Teams" after me. I spent over two hours of my time trying to get this situation cleared up. But they want me to be available between the hours of 10 to 5 for UPS (why UPS and not DHL that delivered it?) to pick up. Or I can ship it myself. WTF???? They screwed up, not me. Why should I spend that time trying to correct their mistake and spend money on top of it?

I am getting highly irate. My last resort, I am going to deliver this to the police department let them know there might be fraud involved in this and have them tie it up for 90 days.

I have spent well over 2 hours on this, and my time is money.

Anyone have a contact for Dell higher up than the operator. I want someone in corporate. Accusing me of being a thief is unacceptable. I want blood.
 
Doc Bernard said:
I am going to deliver this to the police department let them know there might be fraud involved in this and have them tie it up for 90 days.
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If you can get a report from the police stating that they accepted the item, why not do this? Then it's out of your hands. Let Dell deal with the cops.
 
Will Clegg said:
If you can get a report from the police stating that they accepted the item, why not do this? Then it's out of your hands. Let Dell deal with the cops.
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If it was me, I would put the Dell in the closet and forget about it. I would have spent 10 minutes initially telling them the situation, after that it's their problem not mine.
 
Final Attempt in an email to "Unresolved Issues" at Dell before PD is involved:

I have received a Dell monitor in error. The shipping address is mine, but I never ordered it. I have spent a lot of time and money talking to your "Customer Service" department and made long distance calls to fix this. Not to mention all the time I have spent on this. That represents lost money for me and my business. The last straw is when one of your reps accused me of theft and threatened to send "Asset Recovery Teams" after me.

Just as an FYI, This message and every message and conversation is being posted to a Forum, for transparency. I am tired of the run around and the accusations. I called you first to fix this.

By my tally, Dell owes me for my time, money, and outrage. You figure out what needs to be done. If I do not receive an answer soon, I will file a police report with my local PD an explain there is possible fraud involved with this shipment (check the packing slip and you will understand) and they will conduct an investigation, and this monitor will be impounded.

I am sick of dealing with this and Dell. I have been treated extremely unprofessionally.

Steve Bernard
 
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I would have just told them to send a "Asset Recover Team" to my house, that just sounds so badass it has to be good.
 
there is nothing more maddening than to call for assistance and the person on the other line not speak your language well enough to help you with the problem. in the future, if the first guy doesn't understand the problem, don't hesitate to request 2nd level support. you should be redirected to someone who is more knowledgeable.

it sucks they handled this so poorly. a simple solution would have been for them to send you a box with a pre-paid shipping label for you to put the monitor in and send off at your convenience.
 
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I know! LOL! "Dell Asset Recovery Team" DART for short. A bunch of computer geeks in black fatigues. Christ, what a visual! Movie Idea!

"Enigma 1, this is SDRAM 3, In Position"

"SDRAM 3, Hard drive is spooled up and you are go for recovery"

"Go, Go, Go! Recover the asset!"

LMFAO!

Dell "Customer Service". A joke. I wonder what it would be like if I was an actual customer. Probably not much different. Hint, Hint!
 
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Doc Bernard said:
I know! LOL! "Dell Asset Recovery Team" DART for short. A bunch of computer geeks in black fatigues. Christ, what a visual! Movie Idea!

"Enigma 1, this is SDRAM 3, In Position"

"SDRAM 3, Hard drive is spooled up and you are go for recovery"

"Go, Go, Go! Recover the asset!"

LMFAO!

Dell "Customer Service". A joke. I wonder what it would be like if I was an actual customer. Probably not much different. Hint, Hint!
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Yea that would be an Epic Short!

I have actually had really good service from dell, when you run a company as large as that i guess its hit or miss.
 
​
> Date: Wed, 8 Oct 2008 14:48:12 -0500
> From: US_ACS_HSB_Outstanding_Issues@dell.com
> To: bengalproductions@live.com
> Subject: Re: Order Support (OutstandingIssue) (KMM87021604I57L0KM)
>
> Hello,
>
> Thank you for contacting the Dell Resolution Expert Center, my name is Troy and I am a case manager here in the REC. I will attempt to be your point of contact throughout this resolution process. This being an email support team, all communications are conducted through email when ever possible. Can you please provide your address and phone number, i'm looking into the problem to find out where the mistake was made.
>
> Thanks,
>
> Troy

At this point and time I will give my phone number (909) (deleted). The hassle and frustration that Dell has put me through is totally unacceptable. I have an appointment with my local PD for them to file a report and I will turn that equipment over to them. And they are interested since there are discrepancies on the packing slip that your staff could not explain. Implying that I am a thief and being threatened with an "Asset Recovery Team" is unacceptable and unprofessional, since I made the initial contact with Dell, not the other way around.

Dell will never have any of my business in the future, and I will be posting this reply and your response on the same site I directed you to earlier to show other potential consumers exactly how Dell handles people that try to help out a mistake. I have spent too much time and money on this to be involved any further.

Steven Bernard
 
Doc Bernard said:
Hello,
>
> Thank you for contacting the Dell Resolution Expert Center, my name is Troy and I am a case manager here in the REC. I will attempt to be your point of contact throughout this resolution process. This being an email support team, all communications are conducted through email when ever possible. Can you please provide your address and phone number, i'm looking into the problem to find out where the mistake was made.
>
> Thanks,
Click to expand...

I smell computer all over the place.............Sorry to hear that you are in this situation. I always thought that recieving a box (that you hadn't paid for) was a cool thing, but reading this...........

Hope this all comes to a good end.
 
Well done Steven, I don´t think I had the nerves to talk to them 2 for hours.

I would have send them a mail, and tell them to pick the package up within 5 days whenever YOU are at home. After 5 days you put it on the driveway.

I´m so sick with the way some companys - especially some certain vintage Chevy parts dealer - comunicate and handle customer care.

Sorry to say that, but I had that kind of bad problems only with US companys.
Probably they think "Oh Germany is far - who the F***k cares huh?"

I would be bankrupt if I would run my company that way.

Frank
 
Police report filed. They didn't take it (the monitor) though, it is a civil matter per PD. My only recourse is to wait for Dell to do it's thing. After 30 days on my schedule, I can claim abandonment, and then keep it.

Merry Christmas to me! Someone at Dell is getting coal in their stocking. Woo Hoo a 500-675.00 touch sensitive LCD screen!
 
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I had someone in my building try to pull a fast one using my address (claimed it was a typo) to buy a Dell product......I phoned Dell and I also got a small run around finally getting the fraud dept. Long story short......Dell sucks, I wouldn't buy a Dell product, but if after 30 days you have legal right to the monitor then enjoy......there is not nothing better than a free gadget!
Eric
 
This is comedy for sure but hey my grammy always said the best food is free food.

Start charging them for storage, Your keeping it warm and dry and safe and if they want it back how are they going to repay you for you fixing their problem and keeping their stuff safe?
 
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