Re: Formal Complaint to the BBB about N900 shipments
 

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.

Re: Formal Complaint to the BBB about N900 shipments
 

This is the most important part as the advertised price was based on the rebate.

Re: Formal Complaint to the BBB about N900 shipments
 

They would be doing that completely internally. You would probably never know of it at all.

Re: Formal Complaint to the BBB about N900 shipments
 

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.

Re: Formal Complaint to the BBB about N900 shipments
 

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.;)

Re: Formal Complaint to the BBB about N900 shipments
 

Which is why stonewalling on Dell's part would be stupid, whereas swift resolution makes good business sense for a variety of obvious reasons.

Re: Formal Complaint to the BBB about N900 shipments
 

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 SKU´s. 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 don´t get your hopes up.

Re: Formal Complaint to the BBB about N900 shipments
 

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.

Re: Formal Complaint to the BBB about N900 shipments
 

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

Re: Formal Complaint to the BBB about N900 shipments
 

Dell warehouse is in TN... that's where mine and many others were shipped from about a month ago. I live in KY.

Re: Formal Complaint to the BBB about N900 shipments
 

I just sent Dell this email:
__________________________

Dear Ms E*********,

I take it that you have no news regarding the shipment of the N900 since I have not heard from you yet. That is OK. I am resigned to wait it out. However, would you not agree that i am entitled to some form of compensation for all the trouble and frustration that Dell's mismanagement of my order has caused me?

Think of it this way. Imagine that you go out with your family to a restaurant for dinner. Upon arriving you are told that there is a waiting list and you are asked if you would like to be put on it. You are told that the wait is expected to be about half an hour. You decide to agree and proceed to wait. After 20 minutes have passed, you observe that some newly arrived clients are taken immediately to a table instead of being put on the waiting list. You observe this happen a few more times. You approach some of this clients to ask them if they had maybe reserved over the phone, but they tell you that they simply arrived and were taken to their tables without any trouble. You go to the receptionist to ask for an explanation and you are simply told that they are sorry but all the tables are being used. How would you feel then?

Well isn't that what is happening in my and many others cases? Here is a list of people that are in the same situation that I am:

Name OrderNumber OrderDate
rm42 999999999 11/5/2009
AG 999999999 11/5/2009
ECh 999999999 11/5/2009
OB 999999999 11/5/2009
SL 999999999 11/5/2009
MD 999999999 11/5/2009
KA 999999999 11/5/2009


And here are just some of the orders that were fulfilled with devices that should really have been shipped to one of us instead.

OrderNumber OrderDate Status (by 12/8/09)
999999999 11/26/09 Shipped
999999999 11/25/09 Shipped
999999999 11/19/09 Shipped

So, tell me, how is Dell going to try to repair our relationship as customers?

Sincerely,

rm42

Re: Formal Complaint to the BBB about N900 shipments
 

nice email, i like the analogy you used haha... dammnn i got fed up with waiting too, i ordered on the 11/26, and still didn't get it so i canceled just like... 2 days ago. I reorded with amazon, so i hope I have better luck with that

btw, do you have the link the the spread sheet?

Re: Formal Complaint to the BBB about N900 shipments
 

This is the one we have all been sharing.

https://spreadsheets.google.com/ccc?...1WEcwcFE&hl=en

The info I am using with Dell is not on that spread sheet. I said I would not share it with others.

Re: Formal Complaint to the BBB about N900 shipments
 

lol nice analogy :P

Re: Formal Complaint to the BBB about N900 shipments
 

I cancelled mine. I'm waiting for my refund and then I think I'll order through Amazon... Ugh...

Re: Formal Complaint to the BBB about N900 shipments
 

Did they offer anything not to cancel? Or seemed happy you went away?

Re: Formal Complaint to the BBB about N900 shipments
 

they offered a 25 dollar discount, but after discussing that the 50 dollar rebate wouldn't be eligible, that would sitll mean your paying 25 dollars more

how could i wanted something that's 25 dollar more, and delayed

Re: Formal Complaint to the BBB about N900 shipments
 

I wasn't offered anything and they said the chance of it being shipped before the updated that were close to none...

Re: Formal Complaint to the BBB about N900 shipments
 

I was just offered a $50 discount on my next purchase. Like there will be a next purchase after this fiasco.

Re: Formal Complaint to the BBB about N900 shipments
 

Sorry, been lingering around here for awhile and I figured I would put my two cents in. I personally havent ordered my device yet, however, it was good to see there is absolutely no rush since Dell cant get enough shipments of it in the first place.

But, concerning the BBB business complaint. I honestly dont know what you plan on achieving from this. BBB is the equivalent of a ResellerRating.com or any other rating website of consumer stores. They have NO authority to make Dell do anything. In fact if Dell so chooses to, they dont even need to reply back to BBB and that would be the end of your complaint filed to them. Luckily though big companies like Dell usually do.

So this is probably what would happen when you get a reply back from the BBB. They will tell you they have reviewed and sent the complaint to Dell. Dell will respond (through the BBB or by contacting you directly) and either offer you some sort of a discount or simply offer to cancel. If you choose neither you are out of luck. The next day BBB will reply back and say the case is closed and will put your complaint in the records of Dell. Case closed and there isnt anymore you can do.

What you guys SHOULD do if you really want to get back at Dell is file a BBB complaints INDIVIDUALLY to the BBB. Since the BBB is no more than a rating site, a bunch of complaints will hurt their score a lot more. As for getting some sort of resolution in your favor, unlikely. BBB cant do anything, and I doubt Dell will do anything either. If Nokia arent chugging out enough phones to meet demand, Dell wont be able to do anything.

On a side note, Dell is probably one of my favorite retailers. For items always stuck in backorder you can continuously call in and ask for a discount if you keep your order. Most of the times you will be denied but if you call enough you can get more and more. A friend of mine was able to get a PS3 Slim for 150 (MSRP 300) when they first came out and were backordered all over.

Re: Formal Complaint to the BBB about N900 shipments
 

I am in the process of writing a very intricate blog entry explaining our ordeal. In order for this story to reach as many people as possible, I am going to need everyone's help. We need to act in unison, as a team. For example, we need to have one person submit the story to each of the large Social News sites. But, before doing so, that person should give us about a 15 minute heads-up so that we can all be ready to push the story up.

For those not familiar with these type of sites, this is the way these type of sites work. These sites allow all their users to submit stories. There is an area where newly submitted stories can be seen and reviewed by everyone. Readers are also able to vote a story up or down depending on what they thought of it. Stories that get a lot of votes, especially if those votes happen at a fast rate!, are pushed into the front page of the site, where thousands of eyes await. So, if we all know when a story is going to be submitted and we all go to vote the story up, there is a greater chance that the story will reach the front page.

This is how sites like SlashDot, Reddit, Digg, stumbleupon, etc., work. I have accounts on all of those. What other sites do you know about and recommend? Everyone interested in helping spread the word, go out and get yourselves an account, now!

Re: Formal Complaint to the BBB about N900 shipments
 

rm42,

This is not really 'news'.. most online shoppers who will read those blogs already know that dell has terrible customer service. People still shop their because they generally have the lowest prices.

If I was an outsider, I couldn't care less that Dell screwed over 30 or so people by allowing others to jump ahead. Now if Dell 'stole' money then it would make a great front page story.

Re: Formal Complaint to the BBB about N900 shipments
 

bugelrex, Dell didn't do anything to me in this episode but I still care as a buyer of goods in general. We should all be concerned about crappy business practices... sooner or later we do get affected.

Re: Formal Complaint to the BBB about N900 shipments
 

I agree, but Dell's reputation is well known. I knew it before I placed the n900 order. 90% of the time I order from Dell, the item is delayed... but I eventually get it and the price very low.

Just search on slickdeals.net about Dell, the same stories but different product.

Re: Formal Complaint to the BBB about N900 shipments
 

Maybe it is not well known enough! I wasn't aware of this potential problems with Dell. And if I didn't know, there must be thousands more that don't know. So, I don't thing publishing something like this is a negative thing. At best, it may make Dell rethink how they honor pre-orders in the future. At worst, it will be mostly ignored, but at lest we will have gotten it out of our chest!

Re: Formal Complaint to the BBB about N900 shipments
 

I am definitely not the greatest graphics artist in the world. I am trying to come up with an image to use on my story. Here is what I came up with so far.

http://i222.photobucket.com/albums/d..._Nightmare.jpg

What do you think? If someone can come up with something better let me know (soon).

Re: Formal Complaint to the BBB about N900 shipments
 

There's certainly been a lot of discussion here and there about Dell's declining service, and I've certainly been a victim of it in the past-- but if pressure isn't maintained they'll have no incentive to look at their practices and processes.

Of course, this applies to many other companies...

Re: Formal Complaint to the BBB about N900 shipments
 

alright, i'm in

Re: Formal Complaint to the BBB about N900 shipments
 

OK, here it is. Read it and weep.

http://www.themaemo.com/dell-pre-order-nightmare/

Re: Formal Complaint to the BBB about N900 shipments
 

you should make the D a H so it says Hell, and put horns on that guy

Re: Formal Complaint to the BBB about N900 shipments
 

Well, it turns out that I won't be able to be here for the fun after all. I have to be out for a good part of the afternoon. If someone does submit the story to some social media site, please let us know here so that we can go and vote for it. I'll get back as soon as I can. But, you guys can go on without me.

Re: Formal Complaint to the BBB about N900 shipments
 

Anybody here? Is any one interested in doing this or not?

Re: Formal Complaint to the BBB about N900 shipments
 

thanks for writing this blog entry.
Some people reported that theirs shipped today and yesterday.
I checked my order and it is still not shipped.

Re: Formal Complaint to the BBB about N900 shipments
 

Well, if anyone is interested, you can Digg the story here (you will need a Digg account):

http://digg.com/tech_news/The_Nightm...0_through_Dell

Re: Formal Complaint to the BBB about N900 shipments
 

Joined digg and have dugg.

Re: Formal Complaint to the BBB about N900 shipments
 

The story is now in SlashDot's Firehouse (where new items are placed for voting up or down). You will need a SlashDot account access it:

http://slashdot.org/recent

Re: Formal Complaint to the BBB about N900 shipments
 

The story is now on Reddit for voting up or down:

http://www.reddit.com/r/reddit.com/c..._through_dell/

Re: Formal Complaint to the BBB about N900 shipments
 

slashdot - check
reddit - check

Re: Formal Complaint to the BBB about N900 shipments
 

Thanks pal. I appreciate the support. But, I think I am done. I've had my say. You all have fun.

Re: Formal Complaint to the BBB about N900 shipments
 

HOLY SH*T!!!!! My order just shipped. I got an email. I guess I made a big enough stink.

What is odd is that I was upgraded to overnight shipping but yet it shows shipped Dec. 18 with delivery date of Dec.23 with no tracking number.

Who knows that is really going on but could be a good sign. I will keep everyone posted.

And for all those doubters that think making a stink doesn't help, in some cases, if you get to high enough people, it does.