Most of our computers are purchased through our central purchasing group. However, they make it so difficult, that most of the time, it's faster and easier, and you're more likely to get what you want, if you order yourself.
So, we're doing an upgrade to the security system. It needs a new computer to run the gate access software. Not one of the typical PC's that would be ordered by our purchasing department.
I go online and order what I need. Even tell them I'm ordering by PO. Get a confirmation of the order emailed to me from the sales rep. Everything looks great. Two weeks go by. Well, that's about how long it should take. But the project manager wants to hurry up and get this system installed. I check the status. "Your order was CANCELLED!" WHAT?!?!?!?
It seems, the person who took the order, can't accept PO's. She can only take credit card orders. But she didn't have any problem confirming the order. Or any problem canceling it without informing me.
And no one else in Dell seems to be able to accept the order, so they just keep putting me back in menu limbo. So now, I've been sent through run around DELL HELL for the last three weeks. I've talked to 20 different people. Told by at least 10 that they would have their boss or someone who could fix the problem call me back. Yeah, right. I really believe that too. The rest either just put me back to the menu to try the roulette wheel again, or just hung up.
And I just saw a financial report earlier this week stating Dell had made it back to the number one spot, over HP/Compaq. They must have done it on their superior customer service.