[Resolved]  Dell — Delay in delivery

Address:

Ghaziabad, Uttar Pradesh

Dear All,
I had placed an order for a Dell Inspiron 14 R on 15th August,2011 from their Shipra Suncity Dell Exclusive Store. Since I stay in Ghaziabad, I was told that due to certain taxation reasons they will not be able to deliver the laptop in U.P. and therefore offered that they will give their address( Delhi) for delivery and I can collect the laptop from them. I agreed to on their proposal, as I was unaware of what was in store for me. I paid the entire amount with my credit card on the same day.
I had informed them well in advance that I would require the laptop before September 1, 2011, since I would be out of country from September 2, 2011 and there would be no one to take the delivery. The salesman there told me that it will take maximum 15 days for the delivery to happen and I'll definitely get the laptop before September 1, 2011. After placing the order I had only recieved an acknowledgement from Dell with an internet reference number(IN[protected]. I kept waiting till August 22, 2011 for any response from them, and finally I called up their customer care and was shocked at their response. My call was recklessly transferred from one workstation to another and finally it landed at Mr.Srinivasalu A. After I explained him the entire situation, he told me that my order no. has been generated on 21/08/2011, since they recieved the payment on that day. It is hard for me to believe that it took good 6 days for a payment to get credited to their account as I am an ex bank employee and know the procedures in and out. Even a Forex transaction doesn't take this long. He also told me that the order has gone in production and it will take 3 business days for the production to get complete. After that it will be shipped to me. I had requested him to get the process expedited as I needed the laptop urgently. He confirmed that he'll write a mail to the production team to get the order expedited. I had also demamded a mail from him confirming that he had made the request to the concerned team.He promised that after putting the request he will mail me the details. I never recieved any response from him.
On 25/08/2011, I called up their customer care again and after the same juggling my call was transferred to Mr.Srinivasalu A. I reminded him about his commitment and he blankly denied that he made any such commitment. I asked for a supervisor and after arguing for over 10 minutes I was transferred to Ms. Anooja Dhawan. I demand for an order cancellation and refund. She said that she'll get the same expedited, which I believe is their favourite excuse. She said that if I'll give her a day's time she'll get back to me with the exact date as to when I can get the laptop.
On 26th again I called up and spoke to her. She is still wasting my time. For cancellation they say that it will take around 15 days for the refund to take place, however, they are still requesting me to wait till 29/09/2011 when the laptop will be transferred to the carriers. Then only she'll be in a position to give me an exact date.
I have made several complaints regarding this on their website but I have not recieved any response from the company.
At the moment, I am forced to believe that Dell is probably the worst company I have ever come across in my life.
I have been in the service industry for several years now, but have never seen such irresposible behaviour.
The customer is left with no options than going ahead and making such complaints on forums like this. In my entire career I have never come across such a "pathetic"company.
Hope this effort is of some help for me.

Regards,
Neha
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