Dell fails miserably at maintaining inventory and resolving issues
Written: Jul 22 '05 (Updated Aug 03 '05)
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Once again, Dell failed to fulfill my order. I continue to have problems with attempts to purchase camera accessories from Dell. After many purchases - some good, most bad - I think I'm going to have to stop buying from Dell.
My initial bad experience with Dell occurred back in early December of 2004 when I ordered a Canon 50mm lens from the Dell website. There was no indication on their site that the lens was not in stock. However, when I received the order confirmation e-mail the next day, it stated that it was backordered and would ship on 12/28, more than 2 weeks later. On 12/28 I received another e-mail that said it was now backordered until 01/02/2006! I thought this was a typo, so I called Customer Service to verify. Sure enough, they had me backordered for more than a year! Even the rep had to laugh at this as we found this to be unbelievable. I promptly canceled the order and purchased from another e-tailer who was $5 more overall, but I received the lens in two days.
I should have stopped using Dell by then, but I tried them once again much later, after receiving coupons for 25% off and additional discounts. I thought maybe they might have improved their camera accessory business. I attempted to order a Canon 10-22mm lens from the website. I added the item to my cart and tried to apply the coupons. The coupons would not apply, and there was very little information explaining anything other than the coupons may or may not be valid depending on the item. This type of vague information is sadly what I've come to expect from Dell.
After fighting with the website for 20 minutes to no avail, I tried their Order Support system. The system connected me to a direct chat online with a customer rep. I explained the situation very clearly, and asked if the discounts could be applied. The rep indicated that the discounts could not be combined, when in fact I had already combined them on another item. It was clear that this rep was a dead end. I asked for a US customer service phone number, but was given another chat location instead. This location was apparently "pre-sales". I wanted to talk on the phone to somebody, but I figured I'd let them try to help me.
Once again, I explained the situation and asked if there was anything they could do about applying these discounts. As if experiencing deja vu, the same answer came back about not being able to "stack" the discounts. It is very frustrating when you know more about a company's web purchasing interface than they do, but can't show them. Anyway, this rep was slightly more helpful because I was given a phone number and extension to call.
Now, well into a full hour of time trying to *buy* something, I called the number and spoke to a very nice US rep. I explained the problem, and asked if there was anything he could do. I guess I shouldn't have held my hopes too high, but I thought that somebody in this company must be empowered to actually resolve an issue. However, I was left quite disappointed once again as the rep came back on the line after a lengthy hold time only to tell me what I had told them was the problem to begin with - these discounts won't apply to the item I wanted, but no one knows why. Oh well, live and learn. Again.
Anyway, I won't address all of Dell's departments and procedures as I have not purchased any items other than cameras and accessories. I will emphasize to anyone thinking about purchasing these items from Dell to avoid them if you can. They cannot tell you current inventory or expected ship dates with any accuracy. They also did not resolve pricing and order issues with *any* degree of satisfaction. If you need something soon, don't take the chance of ordering from Dell, but if you want to wait months because of a possible bargain price, they might be able to provide some degree of satisfaction. Whichever you may decide, I'm through with Dell.
Update/Additional Information: After reading several avid photographers' comments about the recent Dell sale, it appears that Dell had little to no inventory on most of their Canon lenses, and failed to meet a large percentage of delivery dates. To compensate, Dell is offering coupons on future purchases. However, you must ask for these coupons, as they are not given initially when the item is backordered.
It appears that if you are willing to wait an unspecified time, and can be appeased with coupons, the Dell prices on Canon lenses can be a bargain.
Recommended:
No
What product did you purchase or try to purchase? Canon camera accessories
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