Is DELL a misleading advertiser?

Further to my blog post yesterday, the nightmare just gets worse. The local delivery company, an outfit called schenker logistics, say it's all Dell's fault because they said it would arrive earlier than it did (allegedly) and it only arrived in Australia last night,

So why did the delivery company insist that I be home from 12 to 5pm yesterday when they didn't have it to deliver, surely they knew this yesterday morning and could have let me in on the secret. Wasted my time, but hey.

It's here, but they can't deliver it before next Wednesday and I can't go and pick it up apparently for 'security' reasons. 

And so much for Dell's much touted online status tracker, which apparently is not worth a cracker and seems to be just a bit of advertising fiction. 

UPDATE: I spoke to a very sympathetic woman at Dell here in Sydney and within a few minutes the delivery company were back on the phone saying they will direct courier it to my home this afternoon by 3pm - my son is pleased - thank you Tania.

Comments

[Desparoz]

Clearly your expectations did not go close to being met by the actual customer experience you had.

Vendors left, right and centre try to claim a great experience, but their ownership of the end-to-end supply chain means that they cannot control every aspect of that experience.

I guess thats why Apple has become quite successful, particularly in the high end space. With the Steve Jobs' control freak culture, the customer experience is generally excellent.

Good luck with your computer. Hopefully once you start using it, your experience will change.

[Trevor Cook]

I think that's absolutely right Des. When it works its fine, when it doesn't you have the sensation of falling off a cliff. Dell kept asserting that it was supposed to have been delivered yesterday but the deliverer asserted that it didn't arrive until last night and you feel like you're in the middle of some turf war yelling 'please someone take responsibility and fix this problem'. In this case that only happened when I contacted Dell HQ in Sydney and a wonderful person called Tanya decided to do something about it. With her intervention the computer arrived for Xmas and my son is very happy and it does look very scmick I must say.

It's not just Dell of course I had the same problem with Optus a year ago when they started billing me for music downloads from Motorola. Motorola said it was an Optus problem (after first denying that the problem could have occurred) and Optus said it had nothing to do with them they just billed me because motorola told them to. Once again too easy for different parts of the supply chain to flick responsibility.

[Brad H]

Last time I used them it took six weeks to deliver. It was to Bathurst. I would give some allowance for a country town but you would have thought it was the outer hebrides.

Sheesh!

[carte memoire 8gb]

It's not just Dell of course I had the same problem with Optus a year ago when they started billing me for video downloads from Motorola. Once again too easy for different parts of the supply chain to flick responsibility.