Dell Has Separation Anxiety Over Scanner, Can't Bring Itself To Ship It
Sean can't get Dell to ship the scanner he ordered on January 20th. They keep canceling it at the last minute, then promising to ship it the next week. They really like your scanner, Sean. Can't you just leave them alone and let them have their forbidden love?
Sean writes:
On Jan 20th I ordered the Nikon Super Coolscan 5000 ED USB 2.0 Desktop Film Scanner over the telephone and was told that the scanner was in stock and that it would be shipped the next day.
Then on Jan 21st I was e-mailed that the scanner was delayed and would not be shipped until 2/9/09. I called Dell customer support and I was told that this was the absolute latest date and that it should be shipped earlier than that.
Then on Feb 9th I was e-mailed that the scanner was delayed again and it would not be shipped until 2/16/09. I called Dell customer support on Feb 13th to confirm that the scanner indeed was being shipped on Monday (2/16/09) The rep told me that it was going to be shipped.
Now, I just received another e-mail today telling be that the order was delayed again and that it would not be shipped until 2/23/09.
What is the problem? Why are agents telling me that it was in stock when it obviously was not? I have been a Dell customer for almost 20 years now (I am 31 years old). I am e-mailing you from my Dell computer with dual Dell monitors. This is my 5th generation Dell computer. My Dell laptop is right next to me.
I really need the scanner that I ordered.
Sean would like Dell to foot the bill for overnight shipping since they've provided such poor service for nearly a month now. But since now their website says it's out of stock, we think it's time he considers spending his Dell dollars elsewhere.
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Comments:
Every transaction you have with a company is a new agreement. Just because you may have had a positive experience with Dell in the past, don't let it cloud your judgement when this one isn't working out. Brand loyalty should be constantly nurtured by positive transactions. If the experience ain't positive, move on. It's the best thing for both parties.
I'm a first generation Amazon citizen. I Rescinded my Dell passport long ago.
@Chongo: Speaking of which its in stock and $10 cheaper there... I'd cancel the Dell order and place it somewhere that actually tells you if they have the product.
@Chongo: Yeah wtf is brand loyalty all about? People actually love a company so much that they'll pay MORE and wait LONGER just because they see dual Dell logos on their dual displays?
Whenever Dell reschedules things with exactly 7 days between each date, you can tell the item is not in stock, and they don't know when it will return.
As you can see from the dates above, they are all a week apart.
They'll reschedule 4 times, then simply cancel the order without any valid reason.
Welcome to the hell that is Dell.
I tend to be spiteful. If this had happened to myself, I would of cancelled the order the first time it was delayed. Saying they can send it next day and then give him a ship date almost 3 WEEKS LATER? He placed an order, and should get it within a reasonable amount of time.
@helloitabot: Some people have a credit account with Dell, and there are often coupons and offers from Dell, etc. I have a friend who bought one of his gaming system from Dell because he "got a deal" (I don't know if it's the xbox360 or the PS3, but I know it's not the Wii [and yes, I know he has a gaming problem])
Echoing helloitabot, I'd never advise anyone to buy something from Dell that they don't make. Particularly if it sounds like a "too good to be true" sale.
Learnt it the hard way when I tried to by a Sony DSC-H1 digital camera in April 2006 from them. The ship date mentioned was one month later, but I was assured that it was a worst case scenario.
However, after giving me a "possible ship date" for two weeks, suddenly order status went to "backorder".
When I got in touch with their customer support (have chat logs in my email), I was told "Dell is mail order company and only provides estimated ship date and does not guarantee ship date. We are trying to ship the order soon."
I kept checking for a week afterward and then suddenly my order disappeared. And when i chatted with their customer service I was told "I apologize for the difficulty you've had but your order was cancelled as it is no longer in stock."
So essentially, Dell advertised that something was on sale, did not mention it was on back-order till two weeks after I paid for it. And after I reconciled myself to a longer wait, they canceled the order and did not even inform me off the cancellation (I found it when i logged on to check status).
To their credit, Dell refunded me for the card-reader that came free (after mail-in rebates), but by then I had spent 50 bucks on a bigger memory card and a camera bag and went three weeks without a camera that I had ordered to take with me for an upcoming summer trip.
Luckily a couple of days before I was due to leave on the holiday, the next generation DSC-H2 became available and I found a great deal at Officemax and bought it.
I have bought my computers off Dell.com during their Thursday deals, but mever before nor after have I tried to buy non-Dell branded merchandise from them. And I am pretty sure I'd never go to them again for anything other than a Dell branded computer.
If no one has figured this out....
As a Dell rep, I can tell you that If you order something from Dell that is not Dell branded, they don't do the shipping. It is sent to a regional warehouse (Same ones that Buy.com and Amazon use) and it is shipped from there. If the warehouse doesn't have it in stock when they say they do, things get messy (same with Amazon and Buy.com).
Consumerist loves any story that can get their hands on to kill Dell and Boost Apple. Don't get me wrong, Dell does bad, and Apple does good sometimes, but the opposite is also true.
Lets look at shipping stories. "Dell" ships a memory card in a 12"x12"x6" box and gets nailed to the wall (Keep in mind, Dell doesn't ship these, it's a 3rd party with a special rate to ship products in 3 sized boxes to keep shipping costs down). Apple does it, and instantly it's not their fault, and the consumerist puts up a vote to show it.
THIS is an exception.
I never buy anything from dell and built my own computers and macs (yes, even aftermarket sonnet processors)
This scanner is a rare one. The LS-5000 is probably the MOST popular film scanner on the market. It sells out extremely fast when it is in stock, so I doubt that Dell actually has it in stock...
More like backorder and waiting for Nikon to deliver it. A friend got one for only $950, new, not grey market.
I'm honestly not sure why you stick with dell, they DONT have it in stock and waiting for the nikon backorder, and nikon doesnt give dates on backorders, they just arrive when they do.....I'm not kidding....
Also, I hope you plan on getting a mac, because the windows versions of NIKON scan crash like CRAZY....especially when scanning 40 frame reels or using the slide robot...
I am going through the same thing with Dell. I ordered a computer on Jan 22nd and they still won't ship it. I have received many different excuses.
One told me to cancel because they already sold my computer.
Another told me my credit card was bad. Dell financial says its fine.
Another said just to keep on waiting.
One said they were out of the processor (which can't be true as it is a refurb and they sell many of the same setup right now for more expensive)
This is the third delay now scheduled for March shipment.
I'm getting pissed!
here is part of the e-mail from Dell
-----------------------------------------------------
ORDER DELAYED
Your order has been further delayed due to a supply shortage and we need your permission today to continue processing it (as required by the Federal Trade Commission).
ACTION REQUIRED: please contact us today (by 9pm CST tonight) to continue with your order that has a new Revised Estimated Ship Date (see Revised Estimated Ship Date below).
We must receive your permission today or your order will automatically be cancelled.
It's easy to provide permission! Simply send an email today to US_Dell_Notify@dell.com
stating that you are giving us permission to continue processing this order
(please include your order number in the e-mail) or call us at 1-877-868-3355 (8am - 9pm CST).
-------------------------------------------------
amazon has it and I can get it delivered on Wednesday. and it's cheaper AND it's available for free shipping (not delivered on Wed)
Plus, Dell is now showing it as out of stock.. shocking.
Dell is simply not worth dealing with. They post deals that don't exist, offer extras they don't have, expect you to spend hours dealing with employees in India that have no idea what's going on, and don't much give a damn when nothing works out.
It's worth paying a little more to get things from other sources.
@pmcpa2: Not that I'm arguing your point of view, but couldn't Dell just let their customers know that they don't directly ship the product? Or figure out a better system to handle these orders?
I just find it worse to lie to the customer and say it'll be shipped within a certain time frame, then put the customer off for weeks on end. Although it's not Dell's fault directly, they are the ones offering the product for that price and customers rely on ship dates.
As for the comment that you feel the Consumerist favors Apple stories... I don't believe that is the case, it just seems that way because Apple eventually fixes the problem and everyone is happy they did right. Dell very rarely does right, causing a negative spin.
(I buy neither Dell or Apple products, FYI)
@world-inferno: That's not what brand loyalty is about for me.
I buy Kraft cheese at a bare minimum because it has never made me violently ill, as many seemingly inferior brands have.
If I ever am, however, ill because of Kraft, I would reconsider my loyalties.
The OP had good experiences with Dell, so he ordered with them again. Waiting through maybe -one- mess up is understandable, but I do agree he should have "reconsidered his loyalties" after the second and third incidents.
You're not getting a Dell, dude... ever.
Buy it from B&H. I had a similar problem trying to by the Coolscan 9000. No one can keep them in stock. I tried ordering from another store (who said it was in stock), but it suddenly became unavailable, and they had no idea when they would get another in. I cancled my order and went to B&H who was also out of stock, but they were able to get it for me in a week as oposed to the +1 month that the other store was estimating. B&H shows one new and used available. Their descriptions of the used equipment is usually right on, so if you want to save some money and they say the used one is on good condition, go ahead an buy it.
[www.bhphotovideo.com]
This should help everyone with the delayed Dell orders.
I just received an order of 4 Dell printers where I work, the order just came in yesterday. The order was PLACED on December 6th 2008. So yes it took Dell over 2 months to ship my printers. But that's not all!
The printers were part of a larger order, with everything but the printers shipping within 1 to 2 weeks. So from mid-December until last Thursday all Dell would tell me is that the printer is on backorder. This part or that part was on backorder, slightly different reasons each time, but always something about a backorder.
Then magically last Thursday when I call, Dell tells me that my printer has been discontinued from production and I can no longer get my order. They send me a quote with the newer model printer substituted in on the same price. And they actually ask me if I want to pay for upgraded shipping since I need the printers quickly. I add in pretty sarcastically that since the order was placed in the beginning of December that shouldn't they (dell) pay for the upgraded shipping and they actually did.
I just mention all of that because I'm sure these orders that keep getting delayed over and over is due to some similar revolving backorder problem.
@scoobydoo: My wife tried to order a netbook from Dell in early January. It was the standard configuration, no changes or extras. It was delayed a few times (7 day intervals as well) until they finally gave her a date in mid-March.
She cancelled and bought one somewhere else. Got it same day, too. Too hell with Dell.
@Rachacha: I second this. If you can buy anything from B&H, do it. It's cheaper, and they "get" the whole customer service thing.
I have purchased several items from them over the last few years, and it has always been a hassle-free process (including a return in early January).
@GearheadGeek: I bought my Xbox360 from Dell. Best deal at the time, and I figured that Dell couldn't fuck up something they didn't make.
@helloitabot: Price or (apparent!) availability. I bought my XBox 360's from Dell because after combining a sale, the fact that I'm a student, and the fact that I have an icky 30% APR credit account with them, the total price was about $120 less than what I could find elsewhere.
Dell promised fast shipping, then sent an apologetic email saying the items would be delayed by ten days, and then send them out before the _original_ ship date. Make of that what you will. I have no idea.
@seanhcalgary: Absolutely they get customer service. I have ordered probably over $20K in equipment and supplies from B&H over the past 3 or so years and not once have they disappointed. On the rare occasion that their website is not accurate on the status of a product, they proactively contact me and advise me of the situation and present me with all available options. B&H has won me as a loyal customer, and I will not hesitate (on the rare occasion that they are not the cheapest) to pay a little bit extra because I know that B&H consistently exceed my expectations.
Take it from someone with experience with dell, this is the third time I've said it. I am a partner of Dell's with my business and I have been told and I have learned through another business I used to work for, this means they do not have it, they want your money so they are going to keep delaying it till you yell at them.
@helloitabot: Sometimes they've got a really good price. Watch the morning deals, and you'll see they tend to pop up once or twice a week.
Had this same problem with a monitor stand for the E6400 laptop. Finally I was able to place the order and have it ship out but it was canceled twice for no discernible reason.
Seems as though Dell might be stuffing the channel. They book the revenue to meet the quarterly numbers, then cancel the order after quarter close. Oldest game in retail.
Its a pretty irritating business practice, and of course if this is the first time its happened to you I 100% understand the massive frustration. This happened to me once with a Canon lens from Dell and based on the comments here is obviously a standard practice. It was a too-good-to-be-true price. I eventually got it, but it wasn't worth the hassle in the end. In the future, if dell backorders something just cancel the order. And if you need it fast, go Newegg, B&H or Amazon.
@jmndos: I've been thinking about getting the LS-5000. How do you like yours? I have slides, 35mm negatives, and even a few 110 strips around.
I had an opposite problem w/Dell. I ordered a camcorder and received an email the next indicating that there'd be a ten day delay in shipping. I emailed back to cancel the order. Later that day, I received an email that the camcorder had shipped.
I had a similar issue awhile back...I use Dell quite a lot for various products, and am generally satisfied, but I've found that when stuff like this happens it's probably not actually coming back into stock and eventually you'll get a notice saying so. A month is a really long time for them to be out of stock for an item they are actively continuing to sell.
funny, same thing just happened to me, this past month. I ordered a Dell Inspiron with Ubuntu and they kept emailing me every thursday letting me know it was delayed. Eventually last week, I didn't even recieve an email, when I checked; dell took the liberty of just canceling the order for me. No biggie, seems they never even bothered to charge me for the thing either.
Why order something from Dell that's not made by Dell?