Dell - The Worst Buying Experience Ever

I was recently in the market for purchasing a new LCD television set.  I read on one of my frequently visited blogs that Dell was having a great special with free shipping.  I decided to check it out, and they really were having some great prices.

What caught my attention was a 46 inch Sony BRAVIA S5100 LCD which was being offered for $779 with free shipping.  When I shopped around other retailers, this was the lowest price I could find.  Target was selling the same TV for $990, which was their clearance price.  SEARS, while matching the price and beating it by 10%, after the local sales tax of 9.5%, it would have come out to about the same.  Ordering it through Dell did not require me to go and pick it up myself, as well as, drag it up the stairs of my apartment building.

When I placed the order I inquired about delivery time.  I had travel plans scheduled a week later and wanted to ensure that I will be present when the order was being shipped.  My expectations were set to receive the unit a couple of days before my travel date.  This is when the nightmare began.  When the order status became available online, the delivery date was estimated during my travel time.  Contacting Dell to voice my concern, they told me that nobody should have made any promises.

I contacted the shipping company and arranged with them to contact me before shipping so that I can assure to be present.  The shipping company was Pilot and they were very courteous and worked with me every step of the way.

When I returned from my travels, Pilot delivered on the day we had agreed on.  Their driver also called me 30 minutes before he arrived to confirm the delivery.  I was very pleased.

The driver pulled up, and I met him in the parking lot of my residence.  He was making a phone call and looked concerned.  When I saw the box in the delivery truck, it was all beat up, taped up all over, with holes in the box.  He explained that I can refuse the order or make a note on the bill of lading – in case there is a question in the future, and accept the shipment for further inspection.  We opened up the box and the TV seemed fine [without it being taken out of the box].  I helped the delivery guy up the stairs, tipped him, and sent him on his way.  I did not want to refuse the shipment because I was looking forward to this TV and was not sure that I would find that price again.  Target sold out of this unit even at the $990 clearance price.

Excited, I started opening up the TV, pulled it out of the box and began examining it closer for any damage.  Much to my disappointment, the TV was damaged.  There was a crack on the lower back part of the television.  I wanted to scream.  The crack is about 5 to 6 inches long.  It also seemed like it was in a place where other damage might have occurred.  I decided to at least hook it up and see if it works.  It did work for the most part, but the picture seems a bit jumpy.  Initially I had trouble activating the HDMI inputs, but with some of Sony’s technical support, I got it working.

This is the crack on the back of the TV.

Another view of the crack

Still upset about the issue I decided to contact Dell and have them ship me another unit or at least provide me with a discount on this one, given that it is working.  That has been a nightmare on it’s own.  First off, Dell outsources its phone support to India, and we all know how we feel about that, with all due respect to the Indian people, they are very nice folks and I have great respect for them, but I feel like they try too hard and are way to pleasant.  I also feel they cannot relate to my frustration.  I have attempted to call Dell over 4 or 5 different times.  Each time I wait at least 15 to 20 minutes before I speak to someone, only to be transferred again and wait another 10 to 15 minutes.

I gave up on the last try.  I went to their website, which if you have not visited recently, it is very uninviting, cold, and un-personable.  I found a link that allowed me to fill out a request for a return.  The request seemed too simple to be able to communicate what my troubles have been.   There was only room for name, address, phone, order number and a small comment box.  After filling it out, I was given a message that someone will contact me VIA email within 12 hours.  Now, I just have to wait.

I will post an update as soon as I have any further activity on this.  Dell is going down the tube.  Their website does not seem very inviting, although it does give the information needed.  Their customer service leaves a lot to be desired.  Their outsourcing and various call transfers that drop the calls are frustrating.  No wonder their stock is having difficulties getting back to the $45 range.  It is currently at about $14.  My advice, stay away from Dell, especially if it is not computer related products.  I can see them struggling with this area in the near future.

Dell's Stock on February 17, 2010 with 5 year history courtesy of Yahoo Finance

It has been 48 hours since I requested help from dell regarding this damaged television.  Nobody contacted me via email, even though I received an automated email stating that I will hear something within 24 hours.  At this time I had to start again with the phone calls.

On my first day try(ies), I must have spent about two and a half hours talking with about 5 or 6 different representatives.   I was told I can get a replacement with the next model that was replacing this one since they no longer offered this TV.  When I agreed, the rep said, “Wait, I need to get an approval.”  Five minutes later he came back on the phone and said “No!”  He said he was not given an approval and I need to pick a lower priced television.  Meanwhile, the TV I ordered had a $500 savings from its original price, making it one of the cheapest on the website.  All this means is that now I am being forced to accept an inferior television, because they no longer have the one I wanted, and I received it damaged.  I felt like it was my fault receiving a damaged television.

I had to settle for a newer model, but inferior in options to the one I ordered the first time.  Sad, but true.  I had no choice, I did not want to get stuck with a damaged TV that would perhaps stop working down the line.  I have not received my replacement yet, still waiting.  Hopefully that will come in all in tact and I can be done with dealing with one of the worst customer support major company.  That is just too bad about dell, and I used to like their computers.