Dell Computer Corporation Informative - Delivery of my new 46" Sharp LCD TV
LOGANVILLE, GEORGIA -- On 11/28/2008, I ordered an Xbox 360 Elite Package and Sharp 46" LCD TV from Dell's website. The items were shipped via two different carriers (UPS and Ceva Logistics).
The Xbox360 was delivered without incident. However, I began tracking the 46" LCD TV online and noticed some tracking errors. It showed that on 12/5/2008, My TV had been shipped to NY State even though it should be coming to my house in Georgia. I contacted Ceva Logistics and they assured me this was a computer error. They called me back a little later and told me my TV was in Atlanta and set up an appointment for delivery for today's date, 12/5/2008.
On 12/5/2008, the delivery driver finally arrived two hours after he had told me he was thirty minutes away via phone. When he arrived, he begins to remove a 42" LCD TV that was addressed to someone in New York. I told him that it wasn't addressed to me and wasn't the right TV. He assured me it was the right TV and tried to get me to take it. I refused delivery and told him it wasn't my TV. He then said he'd call his dispatcher and let them know I refused delivery. He also told me to call Dell and notify them immediately.
I contacted Dell customer service via telephone. I told them that the wrong TV had been shipped to me and I refused delivery of it. They replied that my order was not due to be delivered to me until 12/8/2008 and to call back then. I again explained that the wrong TV was sent to me and it needed to be looked into before my TV got delivered to someone else. He again told me my order would not be delivered until 12/8/2008 and to call back again.
At this point, frustrated, I asked to speak to a supervisor. He replied by asking me, "Why would you like to speak to a supervisor?" I responded, "I'm not satisfied with what you've told me." He replied, "He will be looking at the same screen and will tell you the same thing I do." I told him that I didn't care what I would be told, I just wanted to speak to the supervisor. We went through this routine about five more times until I lost my cool and started yelling for a supervisor. Finally, he told me if I continued to yell that he'd hang up on me. I again yelled that I wanted a supervisor and that it was not difficult to understand. He finally told me that HE would talk to his supervisor and get back on the phone with me. He left me on hold and never came back.
I would think with LCD TVs costing several hundred, if not thousands, of dollars, it would be in Dell's best interest to intercept errant packages before being improperly delivered. However, this person at their outsourced customer no-service location could care less. Nor did he care about satisfying a customer merely by allowing him to talk to a supervisor.
I am now out a day's pay at work because I took off to await the arrival of my TV. In addition, I don't believe Ceva Logistics has any idea of where *MY* TV might be. Therefore, if they do find my TV, I might be out another day of work to sign for it. Or worst case, I might have to go through the nightmare of trying to obtain a refund for a TV that someone else was delivered.
This customer service issue has been horrible.