Anybody have a possible explanation 1275

Jay B

Well...

1) In the first place, I picked a shipping option that I know now never to pick in the future. This was 4-7 Days USPS Pickup, which means they deliver it to the post office and then you pick it up there. I thought this would save me the hbuttle of needing to be here to sign for it. Now I know better.

2) Calling and asking to speak to a supervisor yielded some useful information. The laptop shipped out via APX on 12 November. According to APX's tracking system, the laptop arrived at the post office on 22 November. For whatever reason, I was told, the notification that was supposed to go out to the website *and* to me (I was supposed to get an automated phone call telling me it had arrived) never happened. The supervisor said he would e-mail APX and have them re-route the machine directly to my home, and that he would CC me on the e-mail. He also gave me the APX tracking number.

3) Calling APX myself with the tracking number confirmed the information given to me by the Dell supervisor.

4) However, a phone call to the post office in question indicated that they *didn't* have it, and never did. They acknowledged that the tracking system showed "acceptance" on their part, but I was told that only pallets are scanned, not individual items, so "acceptance" just *really* means that the pallet on which it was *supposed* to be was scanned, and the manifest received. It doesn't mean they got the item itself.

5) A subsequent phone call to APX confirmed this. "You'll just have to call Dell and ask for a replacement," they told me.

6) I then called Dell back to ask for a supervisor. I was told that the supervisor was having to take calls himself because of a high call volume, and that he would call me back. Not only have I not gotten any calls back, but the e-mail promised me by the last supervisor I talked to has never appeared. I have made one last call within the last half hour, and I was told that the supervisor was at a meeting and would call me back. I told the rep in no uncertain terms that either the supervisor would call me back within the next two to three hours with *verifiable* information about how they were going to replace the laptop, or the next call I made would be to cancel the order. I'm waiting.

I remain absolutely flabbergasted by all of this. I mean, it doesn't sound like anybody's trying to rip me off, it sounds like something genuinely went wrong, but I am astounded by Dell's inability to do anything about it. I have found out more about what has happened by talking to people *other* than Dell. Dell itself appears to be clueless in this case--and like I said, I have had other good experiences with Dell, so I really don't get it.

Still waiting.

Richard