Bob Collins said:

Bob -

 Several things are off about your comment.  For starters, you mention that DHL UK lost your package, but you're calling Dell USA.  Dell USA would not have sold you the system, nor should they support it.  Call the appropriate UK number and get results.

 Also, if DHL lost the CD, how is this Dell's fault?  Dell should not provide a replacement, DHL should BUY a replacement.

 Think things out before you fly off the handle.  Besides, you're not going to get support by posting on this blog.  There are several other PUBLISHED channels to get customer service.

I am long time Dell shareholder who has been quite concerned about the loss of market share in PCs.  I understand the situation with more purchases of notebooks which for understandable preferences, take place more in the retail stores.  I have followed comments regarding Dell's hinting at a retail presence and I am very concerned that if done in the wrong way, would tank Dell further and perhaps permanently.  In my opinion, the absolute worse thing would be for Dell to offer a DELL branded manchine in retail.  Once that happens, the Dell direct model, which is still more valuable from a profit stand point, goes down a slippery slope.  Why would anyone want to order over the phone or on line when they could just go down the street to Best Buy if Dell is offered there and that person wants a Dell.  In addition, what a nightmare it would be to try to have the direct model coexist with a retail presence for the same Dell machines.

The right way, I believe, would for Dell to acquire Gateway and use that brand name as its retail brand.  Just like HP has kept the Compaq brand alive and well, Dell could do the same with the Gateway brand.  It solves so many potential problems, not to mention immediately gives Dell a 4 billion shot in the arm of revenue.  I believe Dell should keep the Dell brand, at least with consumers, a pure direct model and continue to go aggressive with that model, and at the same time, go aggressive with retail using the Gateway brand.  That way, Dell would have the best of both models with growth being back on track.  I am afraid that HP may pick up Gateway just to keep it out of the hands of Dell.

Anyway, the above is my concern and what I believe is a no-brainer solution.

Thanks for listening.

Dan

My experience with Dell is somewhat limited. Way back many years ago when I wanted to buy my very first computer, I visited a Dell store in my hometown. Very nice store, by the way.

After much talking back and forth with a rep, the decision was made about a particular unit (about $2500, or so) and I said ok, bring it out and I'll take it with me.

I was then politely informed that Dell did not do business that way. They would be glad to have it shipped to me from their plant. OK. Send it to me.

He pulled out the sales agreement and offered it to me. As is my wont, I read it. "What's this about a shipping charge?" I asked.

"Well, it's coming from a different state and you have to pay shipping charges."

"Nuts to that," I replied, "just get me one from the back room." (I had noticed many, many cartons there when someone had left the door wide open.

"We can't do that", he said, "it has to be specially built." 

"But," I pointed out, "this is a standard, right from the catalog unit. Why should it have to built somewhere else when we've just been playing with one?"

"Sir," he replied, "that is the way we do things at Dell."

That is the reason I have never owned a Dell. And probably never will.

Expecting a customer to pay exorbitant  (or any) shipping charges is not conducive to good customer relations. At least not with me. 

Most retaliers have the good sense to hide that kind of thing in their overall pricing. I do not consider Dell was honest, I consider Dell deliberately misleads any purchaser.

Back in the day buying a computer was an enormous chunk out of a paycheck.  Dell in my opinion has made it easier for the average joe to actually own a laptop or desktop. Whether dell is buying out another manufacturer or not , they still have a solid strategy and thats direct sales. Just my opinion.

Mr. G.-

I don't think Bob flew off the handle at any point.  He is simply voicing his frustration at the situation.

What you are saying about other published channels for the problem is frankly, just not true.  I myself have experienced the same kind of issue, and I can verify his inability to get anywhere.  As the shipper, it is your responsibility to make sure this customer is taken care of.  DHL will not deal with us as the ship to person.  Only Dell.  Which, whether you like it or not, means you are responsible to make sure the package is received by the customer.

I don't think I have ever encountered a company that is so hands off the minute the package leaves the warehouse.  I have had this happen to me in other situations with other companies, and the package has been recovered by the sender.

Additionally, by reading hundreds of blogs located on the internet, this seems to be a daily situation with Dell.  The handling by Dell seems to be common as well.  Your customers are frustrated.  Show some compassion, and professionalism.

Stop placing blame back on the customer and give some assistance and follow through on the transaction.  It's called customer service.

Why wasn't my other post posted?

Is there anyone out there in Dell land that can help me?  Still don't have my computer.

Love.

Jen Macias

Jen: Regarding your previous post related to the problem you had with you Inspiron notebook, I forwarded the details the Technical Support team. You should be hearing from someone soon.