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zartan is offline zartan
2009-12-16 , 17:32
Posts: 68 | Thanked: 8 times | Joined on Nov 2009
#41
Thank you for e-mailing the Nokia Care Contact Center.

In response to your email, we apologize for the inconvenience this has caused you. However, for this kind of concern, delivery of a product depends on its availability from our ware house. If you have placed a pre order for a device, you should be on a priority list since pre order also mean as first come first serve basis. You should have given an opportunity to have the device if it is already available. This is our Sales Department Policy, we might not have any information regarding the policy of the third party online store. Be informed that no one needs to be blame on this issue, since we always follow the process that needs to be followed.

If you have additional questions, please contact us. To ensure proper handling, please continue to use the current subject line.

Thank you for your email and have a good day.


Kind regards,
Romela B.
Email Specialist
Nokia Inc.
 
Ayle is offline Ayle
2009-12-16 , 17:32
Posts: 202 | Thanked: 60 times | Joined on Sep 2009
#42
Originally Posted by lemmyslender View Post
What are we looking for as a successful resolution to the complaint?

Obviously, we'd like our N900's shipped ASAP. However, if Dell doesn't really get stock to ship until mid January, what then? How can Dell satisfy us to resolve our complaint?

1) Free Overnight shipping?
2) Additional discount to make up for the rebate we will likely miss out on (ie $50 discount)?
I'd be against a credit/coupon for later purchases. Perhaps a free 1 warranty?
This is the most important part as the advertised price was based on the rebate.
 

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Texrat is offline Texrat
2009-12-16 , 17:36
Posts: 11,700 | Thanked: 10,045 times | Joined on Jun 2006 @ North Texas, USA
#43
Originally Posted by zartan View Post
Subject: Re: Other

If thats the case, perhaps Nokia should follow up with Dell then? They are
selling a Nokia device and blaming Nokia for the distribution errors that
are occuring. I ordered 11/5/2009 and I still haven't received my phone and
yet they are now taking new orders for phones again. I would think if Nokia
is a reputable company its in their best interest to investigate complaints
such as this with Dell.
They would be doing that completely internally. You would probably never know of it at all.
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lemmyslender is offline lemmyslender
2009-12-16 , 19:34
Posts: 968 | Thanked: 974 times | Joined on Nov 2008 @ Ohio
#44
Originally Posted by Ayle View Post
This is the most important part as the advertised price was based on the rebate.
Actually the advertised price was $442 before taxes or shipping and BEFORE the rebate. The rebate was announced a day or two before actually shipping from anywhere started.

In my case I will pay about $453 (tax, free shipping). My argument is that I "bought" my N900 the day it ships (ie the day it is invoiced) and I should therefore qualify for the rebate, provided it ships by 12/31. This means an additional $50 off the price of $453 for a grand total of around $403.

Now, Nokia may or may not agree that I "qualify" for the rebate. However, if my N900 ships after 12/31, I certainly don't. Because of Dell's shipping issues, I may not get a chance to send in that rebate (and in my opinion) receive it. Therefore, to satisfy me as a customer, having missed the rebate window, due to Dell's incompetence, they should make amends for that missed opportunity. In other words, they owe me the $50 they screwed me out of, or something of equal value.
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Footballdt23 is offline Footballdt23
2009-12-16 , 19:47
Posts: 144 | Thanked: 22 times | Joined on Nov 2009
#45
Originally Posted by zartan View Post
Honestly why would you even bother with posting that? Lots of us that ordered on 11/5 haven't received ours. The whole point of a preorder is so that we get ours BEFORE those who order later. Otherwise it should be called a randomorder or in this case a postorder.

If nothing else, publicizing our experiences with Dell will detract some customers from them, fully deserved. That in itself makes us feel a little better so its fully worth it. At best we might get our phone faster and some compensation for their mess up.
I compleletly agree with you but at the end of the day a few complaints wont make a difference on the large scale of things thats all i mean. A few lost orders to a company the size of dell is less than pocket change so really its a minor problem to them but is a big problem to us.
 
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Texrat is offline Texrat
2009-12-16 , 19:49
Posts: 11,700 | Thanked: 10,045 times | Joined on Jun 2006 @ North Texas, USA
#46
Originally Posted by Footballdt23 View Post
I compleletly agree with you but at the end of the day a few complaints wont make a difference on the large scale of things thats all i mean. A few lost orders to a company the size of dell is less than pocket change so really its a minor problem to them but is a big problem to us.
Which is why stonewalling on Dell's part would be stupid, whereas swift resolution makes good business sense for a variety of obvious reasons.
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olighak is offline olighak
2009-12-16 , 20:00
Posts: 519 | Thanked: 366 times | Joined on Sep 2009 @ North Carolina (Formerly Denmark and Iceland)
#47
Originally Posted by Footballdt23 View Post
I compleletly agree with you but at the end of the day a few complaints wont make a difference on the large scale of things thats all i mean. A few lost orders to a company the size of dell is less than pocket change so really its a minor problem to them but is a big problem to us.
Yes that would be the short term view of a incompetent manager. A smart manager, taking a long term value approach to his business would realize that these things tend to increase in scale. A particular group of 100-500 angry customers, only for this SKU is likely to be replicated on a similar scale on a number of other SKUīs. Before you know it you have a few thousand angry individuals who will continue to badmouth Dell for the next few years to come and spread their message of shopping elsewhere.

Unfortunately I feel that many Americans tend to not be able to look further ahead then to the end of the current day. This seems to be preached in all schools business here as well as to be a general mood in society. So donīt get your hopes up.
 

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rm42 is offline rm42
2009-12-16 , 20:37
Posts: 963 | Thanked: 626 times | Joined on Sep 2009 @ Connecticut, USA
#48
Looking at the spreadsheet, the only person from TX that ordered on 11/5, not listed as having received their device is someone named "unregistered". Unfortunately, I don't see a username like that in the list of forum user names.

Did any one from TX or TN that ordered on 11/5 not get their device? Just curious. I assume everyone did, and that is why they had a surplus that they used to fill orders from those states as late as 11/26.
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argoldst is offline argoldst
2009-12-17 , 00:41
Posts: 26 | Thanked: 7 times | Joined on Oct 2009
#49
I have been making a HUGE stink over at dell and got this response today after I set today as a deadline.

Not really sure what "executive support services team" exactly means but this is it.

Adam,

I've received a response from our Executive Support Services Team and moving forward they will be addressing this issue. They will be getting in contact with you about this matter.

Victor Ignacio
Case Manager - Coach SMB Customer Care
1-800-289-3355 ext 6125096
Dell Inc. | Americas Customer Care
Victor_Ryan_Ignacio@dell.com
 
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x61 is offline x61
2009-12-17 , 01:07
Posts: 932 | Thanked: 278 times | Joined on Sep 2009 @ Kentucky
#50
Originally Posted by rm42 View Post
Looking at the spreadsheet, the only person from TX that ordered on 11/5, not listed as having received their device is someone named "unregistered". Unfortunately, I don't see a username like that in the list of forum user names.

Did any one from TX or TN that ordered on 11/5 not get their device? Just curious. I assume everyone did, and that is why they had a surplus that they used to fill orders from those states as late as 11/26.
Dell warehouse is in TN... that's where mine and many others were shipped from about a month ago. I live in KY.
 
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