GREAT UPDATE!! My frustrations with Dell continue... can anyone help? Please?

[Aimeedyan]

My AC adapter on my laptop went out 2 nights ago - I leave for business on Sunday for a week and NEED the laptop.

I jump online, find Dell has the cheapest part and that no brick and mortar store I can find carries them. I called the Dell Direct kiosks at the mall and they said no one sells them, you have to order it. I found a few places online selling refurbished ones for $20-$40 more than Dell.

So, I pay $16 to have Dell deliver it next day (would be today). I get my order confirmation and it says that est shipping is next TUESDAY. With an est delivery date of Wed or Thurs.

I call Dell. The guy tells me that: it hasn't been shipped and won't be today (Thursday) and they only ship UPS (or maybe FedEx?) and that company doesn't deliver on Saturday so there is no way to get it in time. He saids that it likely won't be shipped until next Tues and there's nothing I can do to expedite that. I asked again if anyplace can get it sooner and he said they are the only ones that sell them. I asked if I could change my shipping preference since it's not worth the $$ if I won't get it in time anyways. He transfers me to India to do that. (literally)

I give this guy the same speel, hoping someone can get me my AC adapter. I tell him I'll do anything ($$$) to get someone to stick it in an envelope and overnight it. He puts me on hold to talk to his superviser and comes back to say sorry, it won't be there until next Wed. I ask why I paid $16 for next day if I'm getting it 6 days later. He says that it's the next day from when they ship it. There is no explanation given as to why it takes so long to ship it.

I need the adapter regardless so I changed it to the cheap shipping and hung up - livid.

Now, I have ordered next day items online several times and I got them next day - esp when I placed an order before 11am or something. I've never had to wait almost a week for a next day delivery from a company that has no other way to get parts.

It's just so frustrating! I've had so many issues with this notebook that it makes it even more frustrating - this is my 3rd AC adapter but the previous replacement was covered under warranty. My warranty ended Feb 1st, of course.

Does anyone have an idea for how to get one ASAP? Any online company I haven't checked into that might sell them and be wiling to overnight?

Thanks!

-------------------------------------------------

Update!
I am out all day, stopping in at stores as I run errands looking for the Kensington adapter with no luck. DH gets home from work and finds a package on our porch - GUESS WHAT! The powercord that Dell swore to me yesterday (twice) that it would NOT be mailed until Tuesday and could not get to me by Friday!

SO STRANGE!

But I'm not arguing since I was going to pay 2x as much for the Kensington one.

When Dell screws up, sometimes it works in your favor =)

 

[MrsToad]

Igo has a line of universal power adapters with different tips for assorted laptops. Our local Radio Shack carries them. You could check out igo.com to see if one of the adapters will work for you...you put in your laptop make and model and they tell you what device and tip number, if any, will work. You could then call your local Radio Shack to see if they have it. They are not cheap but you might be able to pick one up without having it shipped. They often also work on airplanes and cars. Good luck!

 

[CarolA]

I was going to suggest Igo or Kensington. Igo is a Radio Shack and Kensington is at Brookstone. I have actually gone to the Igo and LOVE it. One charger for cell phone, computer, digital camera, IPOD!

 

[Aimeedyan]

Igo has a line of universal power adapters with different tips for assorted laptops. Our local Radio Shack carries them. You could check out igo.com to see if one of the adapters will work for you...you put in your laptop make and model and they tell you what device and tip number, if any, will work. You could then call your local Radio Shack to see if they have it. They are not cheap but you might be able to pick one up without having it shipped. They often also work on airplanes and cars. Good luck!

I've never heard of this brand but raced to their site - they don't appear to carry an adapter for my model (of course!!) but I will call around or stop by a Radio Shack today anyways just to see =)

Thanks!

 

[Aimeedyan]

I was going to suggest Igo or Kensington. Igo is a Radio Shack and Kensington is at Brookstone. I have actually gone to the Igo and LOVE it. One charger for cell phone, computer, digital camera, IPOD!

Kensington carries one! I'm off to call and find one! THANKS!

 

[tmt martins]

We have Dell at work for our laps they send a person out to meet us in the field .Boy is that a pain as I could be anywhere in cental MD. You could also have it shipped to where your going on business as well.

Igo is the way to go just take your broken one in and match it up newer models take a time to show on there cards.

 

[golfgal]

Wasn't there a recall on the power adapters for the Dell laptops? Is there any chance your adapter is in that recall. It won't help you get it faster but you might get a new one free and then you would have a back up.

 

[KristaTX]

I ask why I paid $16 for next day if I'm getting it 6 days later. He says that it's the next day from when they ship it.

Okay that is just absolutely ridiculous .

I hope you find what you need .

 

[ceiligh1]

Wasn't there a recall on the power adapters for the Dell laptops? Is there any chance your adapter is in that recall. It won't help you get it faster but you might get a new one free and then you would have a back up.

I was going to say the exact same thing.
http://www1.us.dell.com/content/top...2004/2004_10_08_dc_000?c=us&cs=555&l=en&s=biz
That is one link I found to the recall page.

 

[bicker]

I ask why I paid $16 for next day if I'm getting it 6 days later. He says that it's the next day from when they ship it. There is no explanation given as to why it takes so long to ship it.

This is a common misunderstanding by customers: "Next Day Delivery" describes how long the it should take the shipping company to get the item to you. Some premium suppliers will also offer expedited shipping which gets the item to the shipping company sooner. It is typically smaller companies that offer this service, or companies that are able to charge extra for such a premium service.

I hope things work out for you.

 

[wdwoldtimer]

What model adapter are you looking for? Post a pic of the brick and the connector. I have a few of them for the more popular model laptops...laptops are dead, adapters work fine.

 

[Aimeedyan]

Update in post 1!

 

[buddy&wooz]

Oh good!

I often get emails from companies telling me something's been shipped- up to a week after I already have it ! Glad it worked out for you!

 

[Dan Murphy]

I find almost anything ordered from them is on my doorstep almost immediately. Good news.

 

[DebbieB]

My 128mb memory key from Dell was no longer working and was still under warranty. I called on a Tuesday night (and spoke to someone from Texas, which was a miracle!) and it was on my porch when I came home from work on Wednesday. It was shipped via DHL/Airborne.

 

[Nancy]

My adapter/power cord went too, just about a month ago. I called them and got my adapter sent to me immediately.(I have the extended warranty) It was delivered next day by DHL. I did have to send them my old one though, I just called DHL , they came and picked it up and off it went. So far my experience with Dell has been problem free...I'm hoping it stays that way.

 

[ClarabelleCowFan]

Glad your issue was resolved.

Dell's customer service is infuriating at best.

I have 2 Dell desktops that have had problems from day one with no resolution. I have racked up tens of hours on the phone and on hold with Dell since we had these computers.

You get what you pay for - those Dells are my last 2 Dells. I would rather pay more and get something that works and that has a company that stands behind their products!!!

Good luck!

 

[Aimeedyan]

Glad your issue was resolved.

Dell's customer service is infuriating at best.

I have 2 Dell desktops that have had problems from day one with no resolution. I have racked up tens of hours on the phone and on hold with Dell since we had these computers.

You get what you pay for - those Dells are my last 2 Dells. I would rather pay more and get something that works and that has a company that stands behind their products!!!

Good luck!

You and me both! Low cost = cheap product and terrible service. I can't even add the hours I've been on with tech support during my warranty period. Each issue was resolved in no less than 4 hours. Last time, it hit midnight and I told them I HAD to go to bed and could they PLEASE just send the new motherboard order. The language barrier slows things down though they are very kind. It just does.

This laptop, age 2, is on its 2nd hard drive, 2nd motherboard, 2nd memory card, and 3rd powercord. That's a PIECE if I've ever heard of one.

When I had a warranty, parts were delivered the next day or two by DHL but when you just order them online they won't ship that way. They won't even promise overnight. Though somehow it ended up overnight? Strange but I'm thrilled regardless. I need to milk this sucker until I can afford a new one

 

[Forevryoung]

I hate Dell. I have a Dell desktop and they have actually replaced a 2 year old desktop with a slight upgrade because they broke the first one. I too have loged over 50 hours with them (I keep track). The good thing about their tech support is that I now know more than them.

One of my favorite stories: (key point, I am a college student) One Saturday evening my computer ceased to run a program (Outlook or something). It was giving me an error message so when I got back from my night out with friends, I decided to call Dell. It was midnight and I figured that they couldnt be too many people calling Dell at midnight on a Saturday . Hour one on hold goes by, I talk to a person, they tell me it's a software problem. Fine, connect me to software. On hold for another 20 minutes. My roommate gets home from the bar (1:30am). We talk for a few minutes while I am still on hold. Roommate #2 gets in (1:45am) and we decide to drink some alcohol . A few shots later, the three of us are hysterical laughing that I am STILL on hold waiting to talk to the right person . Finally, I get connected to the right department and they were closed (3:30am) . The night Dell led me to drink

I hate Dell

 

[bicker]

You get what you pay for

Without a doubt. Despite it all, Dell's customer service is still the best, in that price range. But there are places you can get a comparable computer, for 20%-25% more money, and get superior customer service. However, that's becoming less and less the case, as fewer and fewer people are willing to pay more up-front, regardless of what they get for the money.

I would rather pay more and get something that works and that has a company that stands behind their products!!! Good luck!

And to you too!