It's been almost a month since I returned a defective system to DELL Penang office. They promised me a refund cheque within a week. I am still waiting for that cheque. I'm not surprised that if I dont remind them, they will KIV my case forever.

They told me the cheque is ready but they cannot release it. I have given up calling them as they always reply with ' we shall monitor your case but the cheque is ready'. I have given up calling them and listening to that same excuse. I am in no urgent need for the refund cheque. I am just wondering if they would sit on it forever if I dont call them. First and last purchase for me as far as Dell PCs and laptops are concerned. I will never purchase another product from them.

Despite all this, what will be Dell/Ja next course of action…..???

Ja, do u still want to blame the courier company……???

Case study,

would u blame the mechanic at the Proton Edar service dealer for bad service or Proton Edar for appointing them as their service dealer….???

Too bad……..

and to other we should blame the postmalaysia for it………

why not? i had a same problem too the letter getting late these days…

my astro magazine getting late each month.Now i got that magazine by this week! wtf , what happen next month? may be i got it by end of the month for next month show……

and some times we get different address and names on the letter.

in some comment I read , I think your letter is send to diffrent address…..

e.g. 123 jalan estima taman EX but send to 123 jalan unser taman AP….

they read number olny not jalan…. names……

and my brother re-apply his mesra-realrewards cards…

then my brother starh complaintning at mesra..

the letter arrive 3 sekali gus….but 1 thing odds

1st letter it looks like 6month olds with side of that letter worn out

the rest are ok with register letter……

pelik pelik pelik

what they do to our letter inside that post office?

Just found this blog. Believe me or not its up to you guys. Dell does not emphasize on quality product>

Explanation:

- Dell uses 3rd grade parts from manufacturers. For example you LCD might have dead spot (black dot). By right they have to replace for you, but they dont unless it is more than 5dots. If you were to call their helpdesk, they would say it is the índustrial standard'. Yes, they are right, but its the standad for 3rd grade, which you dont see in other manufacturer like HP.

- When you call up their helpdesk for problem they would run you through unnecessary process of troubleshooting which waste your time. If you did manage to convince them its a faulty part, it would be replaced by refurbished part, and not new.

- Dell practices double standard, comparing home users and companies. Companies that bought many units get replacement and service better, even after warranty time part replacement óut of goodwill' which home user will never get.

There are still many problems which you would find with their system, which i think you guys should find out yourself. I would suggest HP or any other, but if you would insist on Dell then buy their extended warranty and claim as much as its worths.

I came across similar problem you faced if not as stressful as yours. Sometimes agao, I've ordered a notebook and told Dell Sales that I needed it in 3 days time. Just a notebook anyway. Will it be possible to be delivered by then? The Sales person without hesitating told me that no problem. (i guessed they might have sales target to meet). On the third day, at about late morning I called the sales person to double confirmed but I found out that my notebook has jst been shipped out on the very day. So now how can it be possible to reach me the same day??

I would like to share some facts that I've found out.

As you mentioned, the item was shipped out on Wednesday which I believe is from Penang (Dell's warehouse located at Penang). It should only reach Shah Alam depot by midnite the same day or Thursday morning. After all the unloading process and maybe documentations stuff to be done by the courier company's staff it may takes whole morning to complete. I believe there are lots of items to be delivered out on the same day as well as URGENT delivery.

URGENT is the common word and excuses all customers like to use. Same goes to me.

How on earth you expect the items to reach you on the same day? Yes, it may happen but be prepared for delays… and I mean delay till the next day. Well, it happens to all transporter irregardless whether they are world class or not.

Secondly, one week before the incident. Dell has promised you the delivery will be done before Friday as requested.

Therefore, Dell has 1 week time to shipped your items to the depot at Shah Alam.

Why it takes them so long to shipped it out from Penang to depot at Shah Alam?

Why they commit the delivery without knowing whether its possible or not?

Who should we blame now?

I suggests, in future if you have any urgent items to order, please give Dell at least 2 weeks notice.

Cos we customer are powerless to choose the courier service provider.

what have Dell done in oder to prevent this matter from happen in the future?

I undersand that Dell alwas deliver to customer in short lead time.3-4 days??

Bt if there is no corrective action , will this add a black mark to the fast delivery that Dell offer to their high expectation customer in the future?

It's really intriguing to see so many people putting a blame on the MANUFACTURER.. *shakes head*

I strongly believed Feedback from client are the best idea to improve.

Think if a unsatisfied customer decided not to do complaint?

this mean the company will lost a cutomer.

Think of if this continue to happen…

hope tht u'll forgive us for the inconvience tht happend to ur order.

just for info, i am using a Dell Latitude D410. no issues except for the supplied AV slowing down WinXP. changed that and semua ok liao. almost 4 hours of battery time. initially had some minor issues with their ordering as they missed out some of the upgrades i wanted but were sorted out fairly easy b4 delivery. all the PCs in my company are Dell and all photocopy and fax machines are Canon. hahaha, you could say we are extremely dependable on these two!

I also did not say that you forced us to come collect the notebook from the depot. I made it clear that it was our own choice.

i'm working with Trasporter for Dell,actually in this case (pls refer DELL HELL)

i'm the one who spoke to cust.But i never ask him to pick-up the system by himself,i only inform tht the driver will send the goods to cust a little late bcoz we have some prob with the driver.The CUST GIVE ME A SUGGESTION,WHY NOT HE COLLECT THE GOODS HIMSELF since HE NEED IT URGENTLY.I inform him tht i hv to ask my leader about it,then i'll get back to him again.After asking my leader,she said IF CUST AGREED to do so,he can collect the goods by himself.

actually our site handling the case & looking for solution until 11pm,no one know tht we are doing all the best to make the delivery happends by tht night also.Unluckly,somebody backstabbing at us,saying tht we didn't do our work but we have tried our best to make all of the cust happy.

Nevermind,we know tht every people hv different character. They can say whatever they want & they can blame who ever they want.NEVERMIND,GOD's KNOW WHAT IS REALLY HAPPENING.

We already apologize to customer due to some circumstances that might occur during deliveries, and since we might not know what happen in future…we are trying to help to make any delivery posibble and to make customer satisfied.

hopefully that all of us can understand what actually is happening before blaming one another….eventhough all this may not disturbing our relationship between us, customer, dell, U??

Thanks for choosing Dell !!!

Apa pasat mau garang-garang……chill man…..chill & slide……..

anyway, i bought a dell laptop 2 months ago and ,honestly, i never suffer anything on the delivery. the truck driver did call me to arrange time schedules with me while i was working, their delivery is very limited, they can only give u a certain time period in each day, let say if u cant catch up or match wit their time, u hv to wait for the next day. but i wont mind about that because the truck driver rang me 2 days earlier before the actual delivery day that the sales personal promised me. i would conclud that if u r not hurry for the stuffs that u order from Dell, u wont suffer such bad experience. Agree ?

but i do hv somethings to comment bout the dell laptop. My dell laptop 510m seems to be functioning well now, except the stupid battery, it sucks !!!!! usually a laptop battery can stand for at least 1.5-2 hours or even more, while my battery can only stand for less than 1 hour !!! somebody said that i hv over charged the battery but i dont really agree wit what they said. one more thing is bout the internal bluetooth.. i'm hving problem in receiving data from other devices (like hp, PDA, other pc) but the weird thing is i can stil send data via bluetooth to other devices. i gone through many methods to solve this problem but it stil not working. i rang to dell service centre(australia) to look for help but nobody answer me… shit !!

overall i'm quite satisfy wit my laptop, cause laptop is very unstable n easy to break down, in contrast of my laptop n my friends'laptops, i reckon than my laptop is working better then their laptops (asus, toshiba), n it is cheaper!!. some of u may argue that the performances of the laptop may vary due to other factors n other circumstances, yeah.. it is true. but i'm satisfy wit my dell laptop now. true

I called the bank and they told me they will check, after one day I called again only to find out that the credit card was returned, finally I make arrangement for them to send to my office in Singapore, -___- it came in 3 days….

From what i analyse in the whole issue, the main problem here is with the inflexibility of the Dell side and the obxiously poor working ettique of the sub-courier company. Although the blame falls squarely on the courier company but the person in charge(co-ordinator) should have known the situation better than giving "don't know" as answer.

Dell sell services, other than that, it's the same with other computers' manufacturers.

They do take serious comment about their service.

Lorry driver (low rank) plays the most important role, bosses can afford not turning up, kerja still can jalan, but if LORRY driver got PMS syndrome…mampus!!! ( I know as I use to deal with drivers before)

Yes, please DO NOT involve racism in this issue! Heck, with the bloody heat nowadays, ANYONE would be inclined to "curi tulang" and chill for a bit!

Paul, bro, I think you should "tiao" Dell habis habis! Its very easy for them to blame the courier. But who picked the courier? They did! It would be like me complaining to Toyota about a bad fitting part in my VIOS and they replying "Oh, we don't make them in Japan. Its made in Thailand. So its not our fault!"

I had a good experience and a bad experience with 2 different couriers:

good:

I sent something to UMW in Sitiawan by courier. The office told me the charges and said the courier would come the next day to take the letter and collect the charges. I wasn't at home, so my mom told the courier to take the letter first and come collect the cash the next day… This was in June. I'm still waiting for the fella to come collect his cash! :p

bad:

I got a call from my financier saying I was behind on a loan payment. I told them I hadn't got any documentation yet. They said they had couriered it. I told them nothing had come and it was no fault of mine. The next day they called and said the letter was returned. I had to go get it myself. They insisted on me paying interest for being late but I made enough noise to make them excuse me. Later, I go home and clean up my garden. I find the Pos Laju delivery card wedged between some pots! Hmmmm… Maybe the postman thought the dog in the house would fetch it from there and deliver it to the owner!

Hehehe, wat to say, i think Ah chong shops at Low Yat will give a better customer service than those all big IT corporations……..