QVC and Dell Computer- Delivery problem

[normarae]

On December 9 when QVC had a Dell computer special, I ordered one of their systems which I subsequently received on Dec 17, minus the speakers that were to be part of the system and with two monitors---obviously a mis-shipment. I called the same day and reported same, they finally picked up the duplicate monitor last week but I have yet, almost 2 months later, to receive my speakers. I have called QVC half a dozen times, e-mailed their customer service 3 times, and have yet to get an answer as to when I will get my speakers. In January they offered to credit the shipping charges as a courtesy because of the delay, but I can't utilize my system fully without the speakers. I called Dell and they will not handle as it was a QVC order. I am in a quandry what to do at this point. Has anyone else had a similar problem?

[AReader]

I'll be checking this post to see what information/help others can give you. I've never had a problem with customer service but other people have. Another person has written about the QVC bulletin board where shoppers with similar problems have posted complaints about merchandise. You'll find the BB on the QVC home page. My best wishes to you!

[Quacker]

What did QVC exactly tell you when you asked about your speakers?

[$pender]

call infomation and ask for QVC,corp office in West Chester PA.Then ask for the office of the president.There are 2-3 women who handle difficult problems.I can't remember who I spoke to but I really think if you go that route ,you will get action.Also if it is on a major Credit card,dispute the charge.Hope that helps you .

[$pender]

I found my info...call......1-484-701-1000..........it's Carolyn Manzonie(SP) in the presidents office..........good luck

[picky shopper]

I know of someone who ordered that same Dell TSV and didn't get the free software package !!!!!! She kept calling customer service and they were at a loss of what to do !!!!!!!!!
I have a suggestion...NEVER,EVER order something as pricey or fragile as a computer on TV !!!! Go to your nearest Best Buy, Circuit City or Gateway computer store. I would never chance this purchase with QVC in a million years. By the time you pay tax and S&H, gone is the savings !!!!

[lovetoshop]

If the computer was advertised to include speakers, then somebody has to make the order good. If all else fails, contact your State Attorney General's Office. Most of the Attorney Generals have a Consumer Protection Bureau for cases like this. Also, if you live in Pennsylvania, you can buy a PC and PC-related items tax free from February 17 through February 24. I agree with the above poster, don't order electronics from TV. You can do better as a retail store.

[Quacker]

Why do these things happen to people? I mean, you think that when you order something off of QVC, you are supposed to get exactly that. Then there are all these people who have problems. And to make matters worse, QVC turns around and talks and talks about how great QVC is and how great Dell is and how nobody ever has any problems. I just don't get it.

[$pender]

If you buy directly from Dell they are great about any mix-ups. But their veiw is IF NOT.....go to the Vender you bought it from.That's fair.If you buy a dress at Nolan Millers salon in Beverly Hills and there is a problem,you go to him.If you buy it a Bloomingdales ....he'll send you to them.That's Why as much as I'd like to buy a computer from QVC,I'll go to Gateway /Dell/IBM directly.I had a problem with a Pilates Machine,I finally told the woman in the presidents office.."Your being paid for your time ,I've spent hours trying to sort this out and no one is paying me for my time wasted"She got it taken care of with one call to cutomer service.

[maggiemae]

I bought my computer from Dell, they suggested what I needed and the shipping was free. I have never had a problem with it. I had never had a computer before and I even got it up and running in no time, they have great service and if you need help they are always there to assist.

[normarae]

Thanks everyone for your input. We live in a very small isolated community that has no computer or large chain stores, the closest is a several hour drive away, and as I had purchased a computer through QVC several years ago and had wonderful support and service thought I'd do it again when I needed to upgrade. I am not a big customer of theirs but do order several times a year mostly because of our isolation from major shopping, and have never had a problem before. In fact when an item arrived damaged they just replaced it no questions asked and I didn't even have to return the damaged one. I have a feeling they have gotten too large like a lot of other companies and therefore their customer service has suffered. I will call the corporate office and talk to Carolyn. Customer service can give me no concrete answers but just tell me they are re-entering the order to have speakers shipped. Fortunately I have kept a record of all my contacts with them. I will let you all know how this gets resolved. Thanks for the phone numbers and suggestions.

[picky shopper]

normarae, This is just a suggestion for you. If this ever happens to you again (missing or broken parts, etc.), it's easier to tell QVC that the item arrived defective and ask QVC to ship you another replacement product. It's always more difficult ordering a part or missing piece, because manufactures tend to emphasize manufacturing an entire item, rather then filling orders for parts.
I'm sure QVC would have picked up the tab, for the S&H. Why don't you tell them you would prefer another computer delivered to your home? That may be easier all around and you won't be stuck with a non working computer.

[Doris]

I, too, purchased a Dell Computer in December 2001 as TSV.... I have not been able to obtain or receive the written 4 YEAR IN HOME WARRANTY. Is anyone else having this problem? I have called and next I am going to ask they pick up the computer. I received a letter from QVC stating that the written warranty would be sent by Dell. Dell says it is QVC's problem, and yet they continue to sell Dell products. I really have no real problem with the Dell, but I want the written 4 year in home warranty as that is why I purchased the computer.... anyone else receive or not receive this 4 year in home warranty. You can write to me at Doris3737@aol.com

[picky shopper]

What does that also tell you about Dell? So many people have had trouble with their TVC Dell computer and Dell is also turning them away. Dell likes to sell their name because it's "status" but I've been hearing about how they refuse to help those who purchase from QCV.
I've had NO problems with the Hewlett Packard I purchased from Staples and it costs hundreds less then the Dell QVC advertised. Hewlett Packard's customer service is GREAT and Staples told us if we had any problems with in the first year, they would replace the whole model. It really pays to buy computers locally ,if you can.

[Quacker]

Whenever I watch a dell tsv, I always hear how those callers love their dell's. But this one time, this guy called up and talked about how the customer support at dell wouldn't deal with his computer problem. Dan Wheeler was hosting and you could really see that he was a little uneasy about the call. I believe this was the first dell tsv of december 2001.

[normarae]

Thanks everyone for your suggestions, I finally got ahold of the QVC corporate office and after two calls someone returned my call the next day, which was last Friday, Feb. 22. Today, the 25th my speakers arrived by overnight FEDEX. So I guess it does pay to go to the top!

[<Doris3737>]

I am still waiting for Dell Computer Warranty. I spoke to Carolyn 4 weeks ago in the President's office, who assured me, Dell would be sending the 4 year written warranties out the following week. Here we are, 4 weeks later and I called on monday and this is Saturday and still no return phone call. I am going to insist they pick up the Dell Computer. I can buy a better computer cheaper than what I paid anyway. HAS ANYONE RECEIVED THEIR WRITTEN 4 YEAR IN HOME WARRANTY?

[<MTS>]

My brother bought a Dell about two years ago from Dell, and purchased an in-house service contract too. Around the beginning of the second year, he began to have all sorts of problems. He called the vaunted Dell customer service many many times with no satisfaction. Finally he went to the top, wrote a letter on his legal stationery (he is a lawyer) to their Corporate Legal Department, and voila he had a brand new 2002 PC with all new software within the week. It shouldnt be this way, but many times you have to go to the top. I was surprised because Dell's customer service reputation is the reason many people buy Dell.

[<chatty cat>]

I have dell and gateway. Gateway customer service sucks. Dell has always been there. Picked up my laptop on a Wednesday replaced the harddrive and returned it on Friday. Can't beat that.