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May 16th, 2025 20:27
Undelivered Laptop and No Action from Dell Support Yet
I ordered a $1,400+ XPS 14 - 9440 Laptop, placed on May 1. As of today, May 16, I have not received the package, and I am scheduled to travel abroad in a few days. I specifically ordered this laptop due to its urgency, and this delay has caused significant inconvenience.
According to FedEx’s tracking information, the package was delivered on May 3 at 1:15 PM. The problem? My entire family was out for lunch at that time, which can be verified with timestamped family photos and a restaurant receipt. Additionally, the delivery required a signature, yet no one from our household signed for it. The so-called "signature" recorded by FedEx misspells both my first and last names, which further invalidates the claim of successful delivery.
When I contacted FedEx, they advised that only Dell, the shipper, can file a claim to initiate a formal investigation. However, despite multiple calls to Dell Customer Service, I was told that FedEx confirmed delivery and that Dell could not assist further. FedEx has explicitly stated that Dell never contacted them directly. It appears Dell simply checked the tracking record and accepted it at face value, without any effort to escalate the issue or file the necessary claim.
Eventually, I was referred to the warranty verification team, who requested video footage showing that no FedEx truck arrived. While my house does not have a doorbell camera, I submitted our family photos and restaurant payment records as evidence that we were not at home during the alleged delivery time. I also sent the mis-spelled so-called “signature” recorded by FedEx. However, all of these were dismissed without consideration, and the warranty team replied me saying my case was marked as closed—again, apparently based solely on the flawed tracking record.
We are currently working with neighbors who have surveillance footage, but this takes time and effort. Unfortunately, due to the delay and Dell’s lack of support, I have had no choice but to purchase another laptop—from HP—in order to meet my travel needs.
I am extremely disappointed in Dell’s handling of this matter. I expected a company of your reputation to take customer concerns seriously, especially when provided with compelling evidence and when the solution—filing a claim—is so straightforward. To date, no meaningful action has been taken, and unless something changes, it is unlikely I will receive any resolution before I travel.
ejn63
10 Elder
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28.6K Posts
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May 16th, 2025 20:50
At minimum, file a report with your local police department about the issue, and if you've ordered with a credit card, file a chargeback request with them. They will deal with Dell on your behalf.
Tracy Wu
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May 16th, 2025 21:06
@ejn63 Thank you very much for your suggestion. Yes, we have already initiated a payment dispute with our credit card issuer. We will also consider filing a report with our local police department. However, our family is traveling abroad very soon, and I’m unsure whether that might affect the progress of a potential police investigation.
Tracy Wu
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May 16th, 2025 22:03
<Duplicate posting is not allowed. Reply on your original Post. DELL-Admin>
(edited)
Tracy Wu
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May 17th, 2025 18:33
An update:
We have sent the first batch of surveillance footage obtained from a neighbor to Dell.
This morning, we also filed a report with the local police department and submitted all the evidence we’ve gathered so far.
In addition, we obtained the official receipt from the restaurant, which not only confirms that we were dining there on May 3rd, but also shows that we made the payment at 1:13 PM. The restaurant is approximately 10 miles from our home. Given the timing and distance, it would have been impossible for us to return home in time to receive or sign for the delivery at 1:15 PM.
As of now, we have not received any response from Dell.
Tracy Wu
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May 17th, 2025 22:13
Same here. I placed an urgent order on May 1st but have still not received the laptop. Although FedEx marked the package as delivered, we have compelling evidence showing that the tracking record is incorrect. After speaking with FedEx, they informed us that only Dell, as the shipper, can file a claim with FedEx to initiate a formal investigation.
I called Dell more than ten times, but each time I was met with excuses and delays—they simply refused to file a claim. Eventually, Dell’s customer care team closed my case and redirected me to the warranty verification team.
Even though we submitted the restaurant payment receipt and family photos proving we were out for lunch at the time of the alleged delivery (the package required a signature and could not have been delivered without someone at home), as well as the erroneous “signature” recorded by FedEx (mis-spelt both my first and last names), the warranty team dismissed all of it and said they couldn’t assist unless we provided video footage. Unfortunately, we do not have a doorbell camera and had to spend considerable time reaching out to neighbors to obtain footage. Dell’s customer team also claimed they had contacted FedEx and confirmed the delivery was successful. However, FedEx told us Dell never contacted them directly—it appears the only action Dell took was to check the (incorrect) tracking record.
In the end, I had no choice but to purchase another laptop from HP to meet my urgent needs. This experience has been incredibly frustrating and disappointing.
(edited)
Tracy Wu
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May 19th, 2025 03:23
@Tracy Wu This comment was intended as a reply to another user's post; I'm unsure why Dell relocated it here.
<That is spamming. Posting your issue on multiple user threads is not allowed. DELL-Admin>
(edited)
DELL-Cares
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May 19th, 2025 12:34
Tracy Wu
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May 20th, 2025 15:32
Update:
Dell customer service sent me a brief message asking for the order number. I promptly provided the requested information, along with evidence showing that our family was not at home during the stated delivery time and that the delivery signature was clearly misspelled. We also informed them that we had shared one set of video footage with the warranty verification team but had not received any response.
Their reply? Yes, we saw it. Please send more footage to the warranty verification team. That was it.
We are traveling tomorrow and will be abroad for two months. We simply do not have the time to go door to door asking neighbors for additional footage. I purchased this laptop specifically for my trip, yet 20 days have passed and I still haven’t received it—and Dell has not even taken the most basic step of filing a claim with FedEx.