My name is Heng Yu and I am writing to you regarding the worst services I had from DELL.
We (my son Simon Yu and I) bought a DELL Laptop (the model is Studio XPS 16 and the total price is $1, 563.07) from DELL sales desk on Dec 19 in Garden City, Perth. The order No is 6559977 and Internet Reference Number: AU0000-4230-42184.
The sales person said to us that the Laptop shall be delivered at 9-12 days at that day. On Dec 24, I got call from DELL or may be delivery company and said to me that the Laptop will be delivered on Dec 30 between 1-5pm. I said OK and my son will stay at home waiting for courier.
My son stayed at home whole day and no one came on Dec 30. Than we check the delivery status on the web and we found that the delivery date changed to Jan 5th. I called Dell Customer Service number (1800 812 393) and said it will be delived on jan 5th.
My son waited whole day at home on Jan 5th and still no one came. On Jan 6th, We check the delivery status again and it still showed that the Laptop will be delivered on 5th. I called your Customer Service line again and asked them what happened. The answer to me was that the delivery date changed to Jan 8th. Yesterday (Jan 07) I checked the delivery status on the web and the message told me that the order was deliveredon Dec 30. I called DELL delivery lines 1800 812 393 and ask them for explanation. They gave a number (133278) and asked me to call it. I called this number (it is the number of delivery company) and told them the order number, they replied to me that they haven't received the order yet. And then I was asked to call DELL distributor number 1300 881 316. I called it and got answer is that the oeder will be delivered on 1-5pm, Jan 11.
From the an email which Dell Customer Service replied to son (Simon Yu) and it said "order # 6559977 has been delivered for you on 30/12 and signed by Heng Yu".
I am surprised and angered by your DELL poor and mess communication and customer service management. That is the worst service I have never been before. I would like know where you delivered it and who signed it for me or it was your deliberately to cover your mistake.
I am asking the compensation for your long delay of delivery. If I still can not receive my Order on Jan 11, I will cancel my order, ask fully refound my payment and issue you for my loss. Also I will write a letter to DELL Global Manager to reprot the case.
Also I want mention here that DELL Customer Care Contact Numbers are the worst services in the world as well. Each time I have wait at least 30 minutes to get connection and than I was pushed to another number and spend another 30 minutes to listen your endless phone music, and than another again.
Regards
Heng Yu
Mol: 0420524678
Home: 08 9315 4591
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