Almost 2 months ago I ordered a 1TB NAS drive from Dell. At the time, I wasn’t too excited about ordering from Dell, but they had a good special on the drives. I ordered it and figured it would show up like most computer parts, in a few days. Then, I basically forgot about it.
Yesterday, my wife called me to tell me that there was a box on the front porch from Dell – and that it was completely destroyed. And, she was home and the door bell never rang.
I’m sure the poor sap who delivered this to my front porch was embarrassed. It was delivered by Airborne Express. It certainly looked like it has been dropped from the plane directly to my door step.
When I opened the big gash on the side of the box, this is what it looked like inside:
Hard to believe that a delivery company could in good conscience put this on the truck for delivery. This is what you call “I really don’t care about my job or my company” customer service. But it gets better.
So, reading the RMA policy on the packaging slip – it said that we would have to call Dell for an RMA number and then pay for the re-shipping ourselves. Yeah, right…
After calling Dell and explaining the situation, they basically said that they would have to send someone out to pick it up – in 2-3 days – and then, once they received the box – and after 30 days – we’d get a refund for the drive. Why? Well, they no longer carry this item in stock.
OK, so get this. I waited 2 months to get a part that they no longer carry – it comes to my doorstep like it had been drop kicked from the factory – and now, after all this time, I have to wait another month before I get my money back. And I bet, that I’ll most likely have to call them back in 30 days and beg them to credit my refund. If I’m lucky, it won’t get “lost in the computer”.
I used to love Dell – like 10 years ago. I thought their customer service was awesome and that they had good computers. So many computers later and situations like this — I’ve found, it’s almost never worth it to even bother with them. Even when I’ve had “specials” like above – and I got what I paid for.
It’s sad that a computer company as great as Dell has fallen to this level of customer service. And, then again, it’s not all Dell’s fault. Airborne Express – well, they deserve most of the blame for this crap handling of a delivery. You would think that when they damage a box in-transit – which I understand is bound to happen from time-to-time – that they would immediately return it to the sender or at least have the decency to fess up on the doorstep and give clear procedures and assistance for returning the item.
So for now, I’m out the 1TB drive that I really wanted – thanks to Dell and Airborne Express. Thanks, jerks.
technorati tags: dell, airborneexpress, bad, customer, service
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