Dell recently irritated a number of their customers who’d been waiting for the new Dell XPS M1330 notebook to ship. The shipments problem seems to be over, but Dell may need a period of recovery after this disaster.
Customers have been posting hundreds of messages on Dells Direct2Dell blog. Those post are not just upset over the delay, they feel that they’ve been mislead.
Dells blog is supposed to be a tool to communicate with customers, potential new clients and the media, but the blog has recently become an outlet for the multitude of complaints that have been pouring in over the XPS M1330 notebook.
The notebook was announced in late June and was expected to have delivery dates of up to four to six weeks for some customers. This is a much longer shipping time than had been anticipated.
Clients have been visiting the blog to post their complaints over customer service, and miscommunication during ordering.
Dell’s made a mission to move forward yet this product delay is a step backwards judging by the publics displeasure over shipping delays.
What do you think of this situation? Should they have delayed their announcement that the product was ready for sale if it really wasn’t? Did they under estimate the demand for this high end laptop?
Are you one of the impatient buyers?
Try to “walk away”! I was placed on hold for cancellations 50 minutes and was told I needed to be transferred to another department… another 20 minute wait. I blew a gasket and got an Indian CSR named Melanie (huh?) from the Dell Finance department. I told her to close my new account and the response was to call another department. After some negotiation I had her call me when the order was confirmed cancelled. Spending an hour to cancel a M1330 at Dell sends a bad message. By the way I tested the “want to buy” wait time… only THREE minutes.
I *JUST* pulled the trigger on a new Dell 2407 HC monitor and they’re not shipping it until the 15th of August. I’m not sure that’s normal, it seems like quite a long time.
$100 off the regular price of the monitor, added to a $75 gift card I had to use within 2 weeks, and another 6% off for being a AAA member worked nicely.
Of course now I need a new computer to go with the monitor….