Shape up or ship out
Back on December 4, 2004 I placed an order with Dell for a digital camera. At that time they e-mailed to confirm that shipment would be made on or before December 20. The camera was to be a Christmas present to myself (I think I deserve it - LOL). Although the December 20 shipping date was possibly a little late for arrival before Christmas, I figured that I could live with that.
By December 13, with a couple of prior online reviews of the status, an e-mail was sent to Dell requesting an update. It should have been anticipated; yeah, the response was the usual generic reply without addressing my concerns.
Yep, you may have already guessed, by December 20 there was still no shipping confirmation and my e-mail enquiry received the usual generic reply. A follow-up e-mail was sent on January 2 with, once again, the same generic reply. Right now, at the back of my mind, I seem to recollect that a January 5 shipping date was mentioned but I am unable to confirm that.
Prior to all of this, an online search for the digital camera was made but nothing was out there; but my niece and my friend, Topncal, told me that they had seen the camera at local stores and offered to get it for me. Perhaps my loyalty or my frugal Scottish nature (I was getting a better price through Dell) got the better of me and I declined their offer. This proves the adage that a bird in the hand is worth two in the bush.
With the January 5 date still on my mind, another online enquiry was made with Dell and the status had not changed. OK, frustrated, I went online to Quill (an office supply company) where a few days prior I had seen the camera was available, saw that it was still there, the price had not changed and was the same price as had been at the stores with free delivery. Naturally, an order was placed with shipment scheduled for this Friday, January 7.
This morning, January 6, with the intent of canceling the Dell order I went online and, much to my chagrin, saw that the camera had been shipped yesterday. The DHL tracking system confirmed that the camera was on its way.
Since I had found that it was easier to work with the Quill (online and by phone) and with embarrassment on my part, I cancelled the order with Quill. In my dealings with Quill, the representatives have been exceptionally courteous and helpful and it bothers me that I did not stick by them. That was a judgement call based on the difficulty in communicating with Dell, the anticipated hassle if I had refused the shipment and further hassles in obtaining a credit.
In the final analysis, the good guys lost and the bad guys won. Based on my experience, Dell is way down on my list and Quill.com is deserving of being at the top. Also, a few dollars saved may not be worth the anxiety and frustrations.
