Is it just me, or is Dell dying a slow death?
A bit far fetched, I know, but Dell Computer (DELL:NASDAQ) is ripe for the plucking by an upstart.
I ordered my first Dell in the summer of 1993, and have enjoyed the products at various jobs and homes ever since. We have about 10 of the machines in our office, so I feel like we’re trying to help Michael Dell out as best we can.
But, over the past two years, I ran into terrible trouble with the process that validates orders.
It seems that Dell assumes that each and every online order has been placed with a stolen credit card. Particularly if you use a work delivery address for a credit card that is billed to your home. Understandable.
Someone from fraud prevention leaves you a vmail, but sometimes that’s 5 days following the order input. Other times, the order was cancelled even though I had confirmed that the order was legit within their specified 24 hour timeframe.
Well trained staff at Dell Canada deal with complaints with much aplomb, provided that you can find an email. There really isn’t a telephone listing, and the corporate website hides almost each and every email. But, once you find someone — firstname.lastname@example.org worked one day — there was a 15% rebate on a July 2006 order screw-up (#123121626).
You’d think, by now, I’d have found us another supplier. Perhaps I’m a glutton for punishment, but I ordered another Dell desktop on July 9th (order #168046779), with the online ordering systems estimating a 7 day delivery timeline
As of this morning, it has been in production since July 10th. I got through the fraud check just fine, but the delay has something to do with a backordered NVIDIA (NVDA:NASDAQ) graphics card. A basic component of any modern day desktop. It was a staple of the system I ordered, nothing fancy; and if you wanted to try to hurry things up now and pay for an ATI card, the original order will be thrown out and you’re at the beginning of the queue again. But, no one will tell you that the ATI card is in stock, so the risk didn’t seem worth it.
Now, if you are ordering a made-to-measure Mercedes GL truck, you would expect to wait a few weeks for the good people of Alabama to work it up for you.
But, a desktop? After all these years of perfecting their order management system? No doubt there is some just-in-time delivery going on, but do the equity research analysts covering NVIDIA know that the folks that produce the graphics cards have fled on an extended summer furlow?
As for Dell, if the cards are on backorder, tell the order management system. Don’t promise one week delivery, and be unable to produce the most basic machine within a month…and counting. Unless the point is to grab the order, and then beg forgiveness once the machine finally shows up.
Silly blog post.
That’s the best reponse that Dell can do?
Here’s the server host of the IP address for the comment above. None other than Dell Computer Corp., One Dell Way, Round Rock, Texas:
Looks as though the bunker mentality has settled in at Austin. You can’t turn around a company by denying customer pain.
With yesterday’s paper came a glossy multi-page Dell brochure promoting back-to-school models. Wonder how many ordered this week will actually be in student hands when classes resume in September? Maybe Ekorn should stop defending the indefensible and help the fulfillment process.
My name is Rick and I am a member of Dell’s online outreach team. First and foremost I would like to apologize that the first response to your post came from Dell and did absolutely nothing to address your issue or even relay any pertinent information. A post like that goes against our policy for online communications, a policy we’ve had in place since late last year.
I know that it may be a little late, but I would like to offer my assistance and try to get your issue resolved. As I am in the U.S. I am somewhat limited as to what information I can pull up regarding your order, but If you would like to email me your order information and perhaps a case number from when you called in, I would gladly get a colleague from Dell Canada involved and try and get this resolved for you. I of course will be available as a point of contact throughout.
My email address is Customer_Advocate@Dell.com (please put “Attn Rick” in the subject line)
I just got updated from a colleague of mine who states that your receptionist has been in contact with us, and your order is currently on its way. If there is anything I can do to assist further please do shoot me an email.
Thanks for showing an interest, Rick! Good outreach. The machine arrived this morning. Whatever you did was appreciated. Not sure these things should take 5 weeks to arrive, though, when 7 days is forecast at the start. But at least it is now here.