Dell 100-400L price mishap

[C.S.I.]

Hi all,

While our precious site was down, did anyone take advantage of Dells price mistake on 12/10? They listed the 100-400 IS L as $194 US. There had to be thousands of people attempting to buy the lens. Dell CLAIMS they mixed the prices of the 75-300 non IS lens with the 100-400 L. Interesting to see if anyone is fortunate enough to get one at that price (or if Dell cancells all orders).

[defordphoto]

No one will receive a lens at that price. Typos happen. This one is no different. They do not have the "honor" that price.

[timmyquest]

No one will receive a lens at that price. Typos happen. This one is no different. They do not have the "honor" that price.

I dont expect to get my lens either. I'm not real sure why i decided to order it. I guess the idea of getting a lens for that cheap at 2am just seems like a solid deal :?

It wasnt just a typo though, they somehow managed to place the image and text of each of these lenses with the price of the other.

The 75-300 was listed at $1395.

[tommykjensen]

No one will receive a lens at that price. Typos happen. This one is no different. They do not have the "honor" that price.
Especially not since everybody knows the price is wrong so nobody can say they ordered in good faith!

[johneo]

I think Dell should make good on this offer and for every 75-300 they sell for $1395, they should sell an equal number of 100-400 L's for $194 (or whatever the price was) It would only be fair, don't ya think? LOL

[timmyquest]

I think Dell should make good on this offer and for every 75-300 they sell for $1395, they should sell an equal number of 100-400 L's for $194 (or whatever the price was) It would only be fair, don't ya think? LOL

The first night that this was an issue a poll was created on FM, last time i saw it about 80 votes were cast

Most were of people who ordered one

Many were of people who ordered 5
Many wer of people who ordered 10+

So...how many people do you think world-wide made an order. That alone could cost them a TON of cash, they have a clause in their user agreement that states that they can cancel any order they choose, i suspect that is going to happen to most of the orders.

If they decide to ship out the 75-300 then they are going to be in a return mess nightmere!

[CyberDyneSystems]

I agree with RFM.. no one will get a 100-400mm at that price.. still.. I was in the same boat as Timmy.. 1:00am... and a little under a dozen at that price seemed a nice investmenthttp://photography-on-the.net/forum/images/smilies/icon_wink.gif

[gramps]

If it were anyone except Dell.................Dell promised me a check for ~$700.00 a year ago to cover the cost of my monitor that was under warranty but they could not replace (no longer available). I went out and bougt a new Sony 19" expecting the $700 to be "in the mail". A month later Dell decided that they could not give me the $$$$ and sent another "better" monitor. That was my last and final dealings with that bunch of @#$&()#@$#@$@#$.

[DocFrankenstein]

I know in canada the future shop once mispriced some 450$ MP3 player for 49.99

Some 200+ people ordered one. The future shopped actually shipped the MP3 players to everybody except one guy. He ordered 100 of them, but they charged him 50 bucks and sent him one :D

[C.S.I.]

Ive been watching other forums for the past couple of days and the consencus is this:

When the "error" first came to light, and people made purchases of the lens, there were 2 confirmation e-mails. Both of the e-mail confirmations had the 100-400 on them (even though supposedly the 75-300 lens was in their oder status). Dell is stating that the price was switched in error on the two lenses, and they are asking those who placed orders to cancel their order, and re-order the 100-400 lens for the price of 1495. Two days ago, people were jumping at the bit to get a $50 concession coupon from Dell to cancel their orders.....NOW Dell is giving away $100 CC's to cancel the orders that are still pending. The question is.....even though people are agreeing/clicking on the Dell agreement that absolves Dell of any price mistakes, etc., why doesnt Dell just cancell everyones orders as they have done in the past for different reasons, and why are they giving more $$$ in coupons away? People are wondering that even IF Dell has that clause on there site, if one was to receive 2 confirmation e-mails with the "L" lens for $200, they charge the persons credit card for same, does that constitute a contract of sorts. Some people have said that the Dell part# on the confirmation e-mail with the 100-400 and the order status page with the 75-300 are one in the same...........I have seen now that on alot of sites people are faxing these stories to the news agencies in their area .... could be a public relations nightmare for Dell.

I dont know how they are going to deal with the issue, but Im glad I dont work for Dell.

[timmyquest]

Ive been watching other forums for the past couple of days and the consencus is this:

When the "error" first came to light, and people made purchases of the lens, there were 2 confirmation e-mails. Both of the e-mail confirmations had the 100-400 on them (even though supposedly the 75-300 lens was in their oder status). Dell is stating that the price was switched in error on the two lenses, and they are asking those who placed orders to cancel their order, and re-order the 100-400 lens for the price of 1495. Two days ago, people were jumping at the bit to get a $50 concession coupon from Dell to cancel their orders.....NOW Dell is giving away $100 CC's to cancel the orders that are still pending. The question is.....even though people are agreeing/clicking on the Dell agreement that absolves Dell of any price mistakes, etc., why doesnt Dell just cancell everyones orders as they have done in the past for different reasons, and why are they giving more $$$ in coupons away? People are wondering that even IF Dell has that clause on there site, if one was to receive 2 confirmation e-mails with the "L" lens for $200, they charge the persons credit card for same, does that constitute a contract of sorts. Some people have said that the Dell part# on the confirmation e-mail with the 100-400 and the order status page with the 75-300 are one in the same...........I have seen now that on alot of sites people are faxing these stories to the news agencies in their area .... could be a public relations nightmare for Dell.

I dont know how they are going to deal with the issue, but Im glad I dont work for Dell.

All very good points, as it is right now i played GTA San Anderas last nighta nd i'd much rather have the cash to go out and buy myself a PS2, i havnt had a chance to cancel the order.

[tpinchback]

Yea I bought one! When I called Dell to ask about my purchase they gave me $100 GC to cancel, so I took it.

[timmyquest]

Yea I bought one! When I called Dell to ask about my purchase they gave me $100 GC to cancel, so I took it.

I've been on hold for an hour and a half and just got done telling him my initial problem. We'll see what happens, i'll let ya know.

[tpinchback]

I've been on hold for an hour and a half and just got done telling him my initial problem. We'll see what happens, i'll let ya know.

Took me about 3 hours to get the gift card. Oh well $33.33 an hour, not bad. Good thing I have speaker phone.

What ever you do, do not let them put you on hold! They will put you in que again and have to wait all over again.

[timmyquest]

Took me about 3 hours to get the gift card. Oh well $33.33 an hour, not bad. Good thing I have speaker phone.

What ever you do, do not let them put you on hold! They will put you in que again and have to wait all over again.

What 'eve, i've got nowhere to go and a speakerphone myself.

I'm not sure i want a gift card, i want a lens

[timmyquest]

i spoke too soon

The man i was talking to aparently gave up, put me back to a selection menu which directed me to a "dead link" then it directed me to a message that siad they were closed, and hung up on me

I'm starting to lose any guilt here...

[tpinchback]

Everyone and there mother wants a lens for that price, but it's not going to happen. If they offer you a gift card take it, or get nothing.

[timmyquest]

Everyone and there mother wants a lens for that price, but it's not going to happen. If they offer you a gift card take it, or get nothing.

I just question why they are giving $100 away to cancel an order. It doesnt make sense.

Now they really pissed me off, so here i come with a vengence.

[defordphoto]

They do that to please cranky customers that are disatisfied because they didn't get something for (almost) nothing. Human greed is a very dangerous, scary thing.

[timmyquest]

They do that to please cranky customers that are disatisfied because they didn't get something for (almost) nothing. Human greed is a very dangerous, scary thing.

Like i said, i admit that i was feeling guilty about this ordeal, i have from the start.

So i call them, i already knew i was calling india. This pisses me off as it is.

You take american jobs away from us so you can save some money.

Indians do not naturally speak english. I realize this, i accept it. But when i say "excuse me" because i cant understand what your saying do not snap at me.

Also, i understand your a huge buisness and are very busy, but 90 mins on hold is nuts. I waited my 90 mins, then i'm introduced to your prick employee who aparently doesnt care about my problem. When he cant figure out how the problem with my order is caused you throw me back to a menu that essentially hangs up on me.

I think not, that is not why we have a capitalist society, that is simply the result all too often.

NAFTA can kiss my butt

[timmyquest]

I would also like to add that i actually have a use for this lens (75-300) it would make a nice gift for a little someone i know.

So this entire time i was going to accept whatever they shipped, but there is no way i'm going to allow them to make money off of me anymore.

[pcasciola]

Human greed is a very dangerous, scary thing.
Yes, Jim, human greed is scary. It's the main reason the 100-400L is $1400 in the first place, and the reason we have to speak to non-American support workers when we call for support from American companies.

Timmyquest, I wouldn't feel guilty in the least. Michael Dell pulls down $3M a year, and I'm sure the president of Canon is making a hell of a lot more than that. The cost of manufacturing a 100-400L is probably right around $150, so I'd think of it as getting one at cost.

[Sketcher]

Young photog...

The ways of the Dell, are uncertain.

Many travel this path, gaining nothing but age.

Try you will. But weigh the measure of honor.

For from only a few, are made the many stories of old.

[defordphoto]

Yes, Jim, human greed is scary. It's the main reason the 100-400L is $1400 in the first place, and the reason we have to speak to non-American support workers when we call for support from American companies.

Exactly. Because American workers are waaay too expensive. They whine and complain too much and then claim carpal tunnel.

Catch-22.

[defordphoto]

Young photog...

The ways of the Dell, are uncertain.

Many travel this path, gaining nothing but age.

Try you will. But weigh the measure of honor.

For from only a few, are made the many stories of old.



Very well said Grasshopper...

[timmyquest]

After a second round of waiting, 3 hours of my life waisted, i'm told that i have the wrong dept.

even though it was the number i was given in my email to clal.

The number he gave me is closed.

[defordphoto]

Like i said, i admit that i was feeling guilty about this ordeal, i have from the start.

So i call them, i already knew i was calling india. This pisses me off as it is.

I have had issues speaking with India support as well. It can be quite trying, to say the least. However, if Dell offered the $100, I'd snag it too. If they now renig on the offer that'd leave a sour taste in anyone's mouth.

However, you are out ZERO.

[timmyquest]

Exactly. Because American workers are waaay too expensive. They whine and complain too much and then claim carpal tunnel.

Catch-22.


That really doesnt matter to me honestly.

After this incident, i'll never buy dell again....ever

[timmyquest]

However, you are out ZERO.

I'm fine with that, the 100-400 is on my list of things i need eventually. $100 to spend with dell is not.

[defordphoto]

After a second round of waiting, 3 hours of my life waisted, i'm told that i have the wrong dept.

even though it was the number i was given in my email to clal.

The number he gave me is closed.

I'll give you a great deal on a spell checker! ;)

Anyway. that's typical for Dell's India support. BTDT. They want you to give up.

[CyberDyneSystems]

I just lucked out....

My Credit card was conveiniently declined!

(odd given that I have ... well .. lots of Credit and no balance)

But whatever Dell wants to do to get out of it..

[defordphoto]

I'm fine with that, the 100-400 is on my list of things i need eventually. $100 to spend with dell is not.

On the other side of the spectrum, my dealings with Dell in purchasing my 20D was most excellent and I am extremely pleased. I was also offered 1D MKII's from Dell in the $3900 range via email.

I hate their alleged "customer support" but their products are top-notch.

[timmyquest]

I hate their alleged "customer support" but their products are top-notch.


A victim of greed himself. I’d much rather pay more and get good service then save a few bux and never get any help myself.

[tpinchback]

Have you seen this thread yet?
http://fatwallet.com/forums/messageview.php?start=0&catid=24&threadid=408274
it's a long one gL reading it all.

[defordphoto]

A victim of greed himself.

You don't even want to go there, Timmy. I bought my camera and got an awesome price AND awesome service. My purchase had nothing to do with greed. It was a legitimate, listed price, not a mistake.

[timmyquest]

You don't even want to go there, Timmy.


http://www.photography-on-the.net/forum/images/smilies/icon_confused.gif

At this point i walk away slowly.

I think you took what i said the wrong way.

[defordphoto]

Have you seen this thread yet?
http://fatwallet.com/forums/messageview.php?start=0&catid=24&threadid=408274
it's a long one gL reading it all.

Good grief...That is ridiculous. Same crap as this thread, except there's 48 pages of it. :(

[defordphoto]

http://www.photography-on-the.net/forum/images/smilies/icon_confused.gif

At this point i walk away slowly.

I think you took what i said the wrong way.

I was hoping that...You were referring "him" as Mikey Dell?

[Sketcher]

Can we please have a "DELL" sticky, mandatory periodic mass PM or something to the effect of play with at your own risk with this Dell stuff? I know I should just avoid any thread that mentions my former dance partner but I saw the title and was able to write the script almost to the letter (mispelled words notwithstanding). Heh heh, and the 'similar posts' sits down there taunting ;)

I’d much rather pay more and get good service then save a few bux and never get any help myself. eh yeah, that's why you jumped all over it even after it'd been posted on other forums for days. Started out feigning innocence; even stating that you don't expect much, claiming you didn't have anything better to do, graduated to victim of disenfranchisement in a single post and now you're a card carrying anti-outsourcing indignant activist who vows never again to patronize the doorstep of the mighty Dell. Somewhere in there it went from you choosing to spend the time to Dell wasting hours of your life.

Tim, there's nothing wrong with giving it a go. Many here do that sort of thing all the time sans drama. The important thing is to not let it take a pound of flesh, especially if you know up front that the odds are not in your favor. Taking it personally and playing the victim is just silly. Besides, there may be another deal down the road in which it's all on the up and up; you wouldn't want your childhood crush gone awry to have you miss out on that chance now would you?

[defordphoto]

Can we please have a "DELL" sticky, mandatory periodic mass PM or something to the effect of play with at your own risk with this Dell stuff?

Everyone should know the following adage: "If it sounds like it's too good to be true, it probably is." Doesn't matter if it's Dell, B&H, or the infamous Brooklyn storefronts. However, Dell seems to be "owned" with making the most faux pas of almost any other re/e-tailer.

[timmyquest]

Can we please have a "DELL" sticky, mandatory periodic mass PM or something to the effect of play with at your own risk with this Dell stuff? I know I should just avoid any thread that mentions my former dance partner but I saw the title and was able to write the script almost to the letter (mispelled words notwithstanding). Heh heh, and the 'similar posts' sits down there taunting ;)

eh yeah, that's why you jumped all over it even after it'd been posted on other forums for days. Started out feigning innocence; even stating that you don't expect much, claiming you didn't have anything better to do, graduated to victim of disenfranchisement in a single post and now you're a card carrying anti-outsourcing indignant activist who vows never again to patronize the doorstep of the mighty Dell. Somewhere in there it went from you choosing to spend the time to Dell wasting hours of your life.

Tim, there's nothing wrong with giving it a go. Many here do that sort of thing all the time sans drama. The important thing is to not let it take a pound of flesh, especially if you know up front that the odds are not in your favor. Taking it personally and playing the victim is just silly. Besides, there may be another deal down the road in which it's all on the up and up; you wouldn't want your childhood crush gone awry to have you miss out on that chance now would you?

There are many reasons I clicked order, only one of them is because I wanted the 100-400.

As I stated, all I want out of this deal is a lens. That 75-300 would make a great birthday gift in a few weeks. This was my thought process the entire time.

I was also intrigued and amused by this mishap. I also wanted to be part of this ordeal in a minor way.

That is not to say I wasn’t hoping they would actually send me a 100-400. As I stated in another thread (maybe even this one?) I highly doubt anyone is going to get this lens for $200. I don’t think I’m going to, nor did I ever really think I was.

I was happy, I was content, and even amused throughout this entire ordeal. I was even fine waiting an hour and a half to talk to someone to find out what is going to happen. When I got mad is when I was treated like a piece of **** on the phone. They wasted 3 hours of my life, for all they know I was going to ask them to send the 75-300, for all they know I was going to offer to pay the difference for the 100-400.

Now they are apparently offering $100 of dell gift cards to cancel orders. That’s not what I’m after, I’m after a lens, and I WAS happy with either of the two. Now however, after they treat me like this I will either shut up when they tell me the 100-400 is coming (which it wont) or I will walk away and never do business with dell again.

The reason they go to India is because American employees are expensive. That upsets me, but the laws say you can do that. And to be honest it would bother me far less if they would treat me like a human. But they have not; all three times I’ve called.

Three hours of my life wasted. Not only was this problem not resolved, but my opinion of them has changed drastically. You can assume my claims of never doing business with them are simply as a result of "the moment" but when I say that I mean it.

I work for small business, small business knows how to treat their customers because they cant afford to lose them. I deal with the customers first hand, more often then my boss in fact. If I treated them the way I was treated tonight then I would be out of a job.

I will not contribute to the delinquency of big business. Don’t get me wrong, I’m not naive, I’m sure I frequent many of these businesses every day. When they slip up, I will end it.

Shall I go through this all over? Lets just forget the fact that I knew that there was a problem here. What if I was just a laymen looking to buy a loved one a gift that I felt he/she may appreciate?

I go to their website.
I find a product that fits my needs in both function and cost
I place my order and within minuets I get two emails confirming that I bought what I thought I did.
Two days later I go check on my order and see a discrepancy
I call the number they provide
I wait on hold for 90 minuets
I have a hard time understanding what is said, when I ask him to repeat it he snaps at me in a condescending tone. God forbid I don’t understand the Indian tongue.
I then go over my problem and he asks me to hold for a moment, I politely say "sure, take your time". After 5 minuets of him typing in the background he tells me again "it'll just be a minuet". Another 2 minuets of typing and I’m placed on hold again. I figure, no problem, I’m wrong of course. Within seconds I’m transfered to a menu.
At this point I realize I have to start the process all over, so I follow the menu and the computer disconnects with me.
Now I decide to try again, I wait this time a little more then 90 minuets. When the gentleman gets on the phone I very sternly inform him of what I just went through. He assures me he wont do that to me. Then he tells me that I’ve ordered the 75-300, when I tell him I have emails that say otherwise he decides that I’ve called the wrong number.
He then gives me a number that just happens to be closed.

After all this, I’m suppose to be content simply because I was perhaps being a little greedy?

No, this goes beyond the canon glass. I am a working man, I can appreciate the value of a 1400 lens, and I’m not referring to the monetary value.

That said, I also appreciate the value of respect. Dell has given me none.

[Sketcher]

Forest for the trees, this one misses.

Hmmm.... $100.00 gift card. Perhaps think of it as a Sandisk 1GB Ultra II CF free for enduring three hours of treacherously disrespectful customer service?

Do you make $33.00+ an hour? Another way to look at it is that you just made the easiest $100.00 in your life. Sure, here and there you might have some highlights that have paid well, but in this case, you had to do little more than breathe to get there... oh, and mabye play some GTA.

I'm not defending Dell. They don't need it. But the high road you're claiming with this 'respect' stuff is pathetic. It plays well when innocence can be claimed but you went into this knowing it was a dig and you've certainly been around long enough to know that these sort of situations are the modus operandi for Dell and that few if any reasonable patrons think their outsourced cs is a good thing. Some win, most lose. Few really take it personally. The 'outsourcing' issues are better suited to other forums or threads unto themselves.

The altruistic scenario of a 'layman' getting themselves into this kind of snafu buying a gift for a loved one... Surprisingly few inexperienced people go after a $1,400.00 lens and get sidetracked for a $200.00 deal of the century, especially if it's a gift. The people who go for DOTC's know what their benefiting if they win and that they're out time if they lose. If you're really that concerned for the fellow man, be a shining example of light in the realm of greedy capitalism and avoid being a victim of threads that are too good to be true.

Respect? Sure it's important. But so is perspective. None of the customer service reps that you're still fuming about are thinking of you as they go to bed tonight. They're just glad to have a job in an economy that most Amercian's can't even fathom. Indignant about not getting good customer service and having to settle for a 'free' $100.00 gift card? Their families can eat on that for two months and they give them away to disgruntled phone callers. For us it's merely the option of being able to shoot more RAW without having to swap memory cards.

It sounds like you have a good start on small business ethics and how your particular part of the world does business. That's good. Grow that understanding into a lifestyle and don't let the Dell speedbumps throw you for a loop.

[IndyJeff]

While it would be nice to get a lens like that for a price like that may be a great deal for you, it was a mistake. You can't expect a company to honor a pricing mistake like that can you, really?

It comes down to honesty, on both parties parts. The company should give a discount if you still want the lens but as a consumer you can't expect to them to really sell at that price. You ordered the lens knowing that the price was way off base.

[DionM]

Indians do not naturally speak english.

Actually most of them do. A little bit of history would show you that.

[Tom W]

While it would be nice to get a lens like that for a price like that may be a great deal for you, it was a mistake. You can't expect a company to honor a pricing mistake like that can you, really?

It comes down to honesty, on both parties parts. The company should give a discount if you still want the lens but as a consumer you can't expect to them to really sell at that price. You ordered the lens knowing that the price was way off base.
I've not seen a web site or printed ad yet that doesn't contain the disclaimer that they are "not responsible for printing, typing, pricing, or other errors". This disclaimer has been accepted legally in most every case. Dell can cancel sales based on this - legally.

There are 3+ web sites that I know of where people are attempting to buy this lens with the full knowledge that the price is incorrect. To their own detriment, they have admitted this on the internet for the world to see (and screen names don't necessarily shield one from their true identity). While this probably isn't prosecutable (though attempting to buy several lenses might constitute interstate fraud in the US), under the Uniform Commercial Code (US), that admission by itself is enough legal reason for Dell to cancel those particular sales.

[DocFrankenstein]

Wasn't there customer protection laws stating that if the merchandise is being marked a certain price, it should be sold that way? And I think there was a 10000$ penalty if the seller doesn't sell at the price.

I'm not sure what country it was, but it's either canada or US somewhere. Anyone heard of it?

[timmyquest]

Aparently you guys missed the part where i said this isnt about getting a deal anymore. The part where i said i dont care about any lens or any gift card.

It's about respect.

[AzzKicker]

I hate people WHO ORDERED this KNOWING fair and square it was a mistake, and then bitch when DELL cancels the order.


GROW UP and stop trying to cheat the system.

[timmyquest]

I hate people WHO ORDERED this KNOWING fair and square it was a mistake, and then bitch when DELL cancels the order.


GROW UP and stop trying to cheat the system.


Why dont you read the thread before you start swearing and telling people to grow up.

[timmyquest]

I think many of you decided that tihs was too much reading, so i'll post it again

There are many reasons I clicked order, only one of them is because I wanted the 100-400.

As I stated, all I want out of this deal is a lens. That 75-300 would make a great birthday gift in a few weeks. This was my thought process the entire time.

I was also intrigued and amused by this mishap. I also wanted to be part of this ordeal in a minor way.

That is not to say I wasn’t hoping they would actually send me a 100-400. As I stated in another thread (maybe even this one?) I highly doubt anyone is going to get this lens for $200. I don’t think I’m going to, nor did I ever really think I was.

I was happy, I was content, and even amused throughout this entire ordeal. I was even fine waiting an hour and a half to talk to someone to find out what is going to happen. When I got mad is when I was treated like a piece of **** on the phone. They wasted 3 hours of my life, for all they know I was going to ask them to send the 75-300, for all they know I was going to offer to pay the difference for the 100-400.

Now they are apparently offering $100 of dell gift cards to cancel orders. That’s not what I’m after, I’m after a lens, and I WAS happy with either of the two. Now however, after they treat me like this I will either shut up when they tell me the 100-400 is coming (which it wont) or I will walk away and never do business with dell again.

The reason they go to India is because American employees are expensive. That upsets me, but the laws say you can do that. And to be honest it would bother me far less if they would treat me like a human. But they have not; all three times I’ve called.

Three hours of my life wasted. Not only was this problem not resolved, but my opinion of them has changed drastically. You can assume my claims of never doing business with them are simply as a result of "the moment" but when I say that I mean it.

I work for small business, small business knows how to treat their customers because they cant afford to lose them. I deal with the customers first hand, more often then my boss in fact. If I treated them the way I was treated tonight then I would be out of a job.

I will not contribute to the delinquency of big business. Don’t get me wrong, I’m not naive, I’m sure I frequent many of these businesses every day. When they slip up, I will end it.

Shall I go through this all over? Lets just forget the fact that I knew that there was a problem here. What if I was just a laymen looking to buy a loved one a gift that I felt he/she may appreciate?

I go to their website.
I find a product that fits my needs in both function and cost
I place my order and within minuets I get two emails confirming that I bought what I thought I did.
Two days later I go check on my order and see a discrepancy
I call the number they provide
I wait on hold for 90 minuets
I have a hard time understanding what is said, when I ask him to repeat it he snaps at me in a condescending tone. God forbid I don’t understand the Indian tongue.
I then go over my problem and he asks me to hold for a moment, I politely say "sure, take your time". After 5 minuets of him typing in the background he tells me again "it'll just be a minuet". Another 2 minuets of typing and I’m placed on hold again. I figure, no problem, I’m wrong of course. Within seconds I’m transfered to a menu.
At this point I realize I have to start the process all over, so I follow the menu and the computer disconnects with me.
Now I decide to try again, I wait this time a little more then 90 minuets. When the gentleman gets on the phone I very sternly inform him of what I just went through. He assures me he wont do that to me. Then he tells me that I’ve ordered the 75-300, when I tell him I have emails that say otherwise he decides that I’ve called the wrong number.
He then gives me a number that just happens to be closed.

After all this, I’m suppose to be content simply because I was perhaps being a little greedy?

No, this goes beyond the canon glass. I am a working man, I can appreciate the value of a 1400 lens, and I’m not referring to the monetary value.

That said, I also appreciate the value of respect. Dell has given me none.

[defordphoto]

The horse is dead.

[Sketcher]

Respect.

OK, so you feel like you weren’t respected. Who hasn’t? I think that what anyone else reading this thread is going to perceive is that you knowingly entered into territory that is known for these kinds of issues and that it’s one thing to give it a try, yet another thing entirely to take issue with the process be it in customer service run-around or the perception of having been treated disrespectfully.

If your touted “working man’s” ethics (the way you’ve described them) had been in play at the beginning, self respect alone would have dissuaded you from attempting the order. “Respect” doesn’t look at the way things are supposed to be and then go to lengths to exploit the process. “Respect” gives one the integrity to say that just because you could, doesn’t mean one should.

You say yourself that you’d “much rather pay more and get good service then save a few bux and never get any help”. Well, if you know that it costs money to be serviced appropriately, then why are you shocked and disgruntled when you’re not handled with kidd gloves on a deal that shouldn’t exist in the first place?

Respect is important. So is Perspective.


- Edit
- a dead horse
- so that’s what that smell is…
- but, but, look... it's still kicking...

[tpinchback]

These people seem to think they will be getting the lens.
http://forums.dpreview.com/forums/read.asp?forum=1029&message=11419852

[ssim]

Wow. A whole bunch of noise about nothing. As stated, if it's too good to be true then it probably is and yet some of you that ordered feel slighted.

Contrary to popular belief the customer is not always right. If you want respect you need to be able to reciprocate this. I'm sure that after several hours on hold you were a little on the edgy side. It is all about perception. Perhaps his/her tone of voice made you feel that you weren't getting "respect", maybe that is just their normal way of speaking.

Yes, it is unfortuneate that so many North American companies are outsourcing their help lines to other nations. It should speak volumes to the people of North America that we are no longer competitive in the global economy in certain sectors.

I would lay money that all those people on dpreiew that are waiting for their lens will have a very long wait.

[timmyquest]

Guys, again, if i wasnt interested in the 75-300 i wouldnt have pushed order in the first place.

There is nothing un-ethical about that.

As soon as i make a decent point the subject is labled as 'dead"

[Belmondo]

It makes me think about liabilities (perceived or actual) if a real estate broker, for example, forgets a zero in the price when advertising a property for sale. Does anyone (rephrase that).......


Does any reasonable person really believe they're entitled to buy a $400,000 house for $40,000 regardless if it's a misprint or just an honest mistake?

Not likely.

[timmyquest]

It makes me think about liabilities (perceived or actual) if a real estate broker, for example, forgets a zero in the price when advertising a property for sale. Does anyone (rephrase that).......


Does any reasonable person really believe they're entitled to buy a $400,000 house for $40,000 regardless if it's a misprint or just an honest mistake?

Not likely.

Your entirely correct, but do you really think that a real estate broker is going to put that person through four hours of hell just to fix the problem. Then lie to them about it.

(Dell actually told me they dont even sell the 100-400, which i find odd because they either do sell it, or they sell their 75-300 for $1400)

[Andy_T]

As soon as i make a decent point the subject is labled as 'dead"

*shakes head, turns eyes upward, reminds himself to stop reading this thread. Doesn't say a word, though*

Best regards,
Andy

[Sketcher]

(Dell actually told me they dont even sell the 100-400, which i find odd because they either do sell it, or they sell their 75-300 for $1400)Technically, there are times when a SKU for an item is unavailable. A Dell Rep not familiar with a product, simply going on a naming convention or SKU may not have the resources available to succinctly answer basic questions. Add to the mix a culture and language barrier and you have the makings for miscommunication and hurt feelings.

Being that the SKU, PN and Product descriptions for the 75-300 and 100-400 have undergone review due to the erroneous order information it's very likely the items were taken off product availability lists with little or no information for the phone reps to feed to the lions.

Been there, herded those cattle. Butchered, ate and sold the leftovers. Nothing new here.

[defordphoto]

Respect.
- a dead horse
- so that’s what that smell is…
- but, but, look... it's still kicking...

Man...that sucker just keeps on kickin' doesn't it?

Timmy: You keep saying that "the problem needs to be fixed." What problem? Didn't they just cancel your order? Or not even place it fully? Problem over. Move on. Why do you keep calling them putting yourself through this hell? For a free $100?

On the other hand, most of us would have placed that order. I would have. But I sure wouldn't be throwing Dell and half of India in front of the bus because of it when it got canceled.

Judging by the attitude expressed here I am positive you're not talking to the reps with the kindest tones either. Actually I have found them to be quite nice. Hard to understand for sure, but they have been nothing but nice to me.

Just thought I get a few more kicks in on this rotting corpse. ;)

[donb]

Y'all need to read this:


http://www.expertlaw.com/library/pubarticles/Business_Law/contract_law.html

(those of you in the USA, anyway)

[C.S.I.]

Now its going to get interesting............

http://news.zdnet.co.uk/internet/ecommerce/0,39020372,39181032,00.htm

[ssim]

Now its going to get interesting............

http://news.zdnet.co.uk/internet/ecommerce/0,39020372,39181032,00.htm

I thought the press release in the above attachement was pretty well balanced. While Dell may have made an error, they are protected in their disclaimers. Personally I didn't see too much in this as a slam against Dell.

[C.S.I.]

According to the story, it does seem well balanced.......for Dell (even though the story is interpreted by a UK attorney) AND the consumer (making reference that there is a grey area in a corporation hashing out run on disclaimers to protect them from liable from EVERYTHING)........
Just interesting is all.......No morals are involved in my opinion, unless you bring grief to yourself or those around you (for something you KNEW was unjust)


Drive on.........

[transcend]

Y'all need to read this:


http://www.expertlaw.com/library/pubarticles/Business_Law/contract_law.html

(those of you in the USA, anyway)

The problem is that their is currently no law stipulating that stores must make good on pricing errors if they are online. Only brick and mortar stores are legislated to do so.

Thus there is no actual contract in place, the aknowledgement is nothing more then a receipt of your order. The confirmation however will be a sticking point, but i doubt it would be legally considered a contract.

[defordphoto]

The problem is that their is currently no law stipulating thats tores must make good on pricing erroes if they are online. Only brick and mortar stores are legislated to do so.

On a very limited basis. They also have a right to retract.

[transcend]

On a very limited basis. They also have a right to retract.

Very true, but at least there is SOME sort of legislation. I believe they must also grant that product at that price until the retraction is public, so at least a day usually.

[timmyquest]

Note the time stamps. This is called customer service:

Subject: RE: mis-charged
Date: Tue, 14 Dec 2004 10:33:44 -0600
From: "customerservice" <@mpix.com> Add to Address Book
To: @yahoo.com


I will have our accounting department make sure you are correctly charged for this order. This will take a few business days to process through the system. Thank you for your patience.


Mpix Customer Service


--------------------------------------------------------------------------------
From: @yahoo.com [mailto:@yahoo.com]
Sent: Tue 12/14/2004 10:29 AM
To: customerservice
Subject: mis-charged


I placed an order for photographs to be printed. My order status and my emails both say the total came to $60.75 yet my online bank statement is telling me you charged $78.65. If this is not fixed i will take my business elsewhere, which would truly be a shame.
DeleteReplyForwardSpamMove...

[Kenski]

Hey, I'll admit, I tried, why not... Funny thing is, I got my 75-300 from DHL the next day.... Now, I just found out about the $100 gift card.... I never opened up the box.... I wonder what the invoice says???? Should I do the right thing and just send back the box or give DELL a hard time and get my $100 :)

[defordphoto]

If you hassle Dell for the $100 I would not attempt to brag about it here. http://photography-on-the.net/forum/images/smilies/icon_eek.gif

[Sketcher]

Timmy, no one's arguing that Dell customer service leaves much to be desired; or in the least that it's nothing like it used to be. There was a time when they were ranked #1 for something like three or more years running.

Anyhow, a simple and quick (emphasis on the quick) email reply is a nice initial indication that you're being paid attention to. I'm not discounting your particular example above; but note that even your example could be generated from an automated response system. For that matter, you could have edited the email to show whatever you want it to. I'm not saying you did, I'm just saying you could have. So, poor example.

I've worked with predictive response systems that process incoming mail through algorithms. Based on word usage and sentence structure any number of responses can be immediately sent in reply to an inquiry. The 'personable' response is the most difficult to detail correctly but done right, you can have a completely automated initial response impart a feeling of well being to an entire customer base. The inquiries are then categorically assigned to a workflow process which is tended by an actual human being. Some company's do this very well and have very happy customers. Other company's resolve issues in the same timeframe but lack communication or PR skills and though comparable in ticket time, they don't have the happy customer base the other company does.

As it is, whether by automation or personal attention you've received a quick reply to your inquiry. Had they taken an extra day due to backlog or even longer as a result of weekend staffing would this change your perception of your example?

But let's not get caught up in the devil's advocacy. Let's do however address your apparent lack of the same respect and courtesy which you are demanding from the world.

If this is not fixed i will take my business elsewhere, which would truly be a shame. The shame here Timmy is that this is how you choose to communicate in your first effort to address your issue. Is that the "Respect" you're emphasizing in your earlier posts? You're not helping yourself by continuing to post in this thread, you're only offering up more evidence suggesting that you're just as inconsiderate as the accusations you're leveling at Dell CS.

[timmyquest]

The shame here Timmy is that this is how you choose to communicate in your first effort to address your issue. Is that the "Respect" you're emphasizing in your earlier posts? You're not helping yourself by continuing to post in this thread, you're only offering up more evidence suggesting that you're just as inconsiderate as the accusations you're leveling at Dell CS.


Incorrectly charging credit cards is a big deal to me. They are fixing the problem promptly and i have rewarded them with praise and eventually more business.

My point isn’t how the customer approaches the issue; it is how the company approaches the issue. Apparently I’m the only one who is bothered by the fact that one of Americas largest companies treats it's clients like dog crap. It took nearly four and a half hours to cancel an order that needed to be canceled in large part because they screwed up.

Mpix.com promptly got back to me and is in the process of refunding me the money. Aside from what you may think, this was not an automated email (or if it was they replied by hand to my reply to this email).

My overall point here is that Dell handled this very poorly. Many people here seem to not mind that though.


Mpix.com will have my 20 prints here by Friday. Dell was going to ship the lens today or tomorrow had i not canceled even though i placed the order many days ago. And i wasn’t going to get it for 5-7 days. A major part of running a business is the perception you give your clients. It's that whole "A returning customer is your best customer". I'll never return to Dell, you guys go right ahead.

[timmyquest]

Had they taken an extra day due to backlog or even longer as a result of weekend staffing would this change your perception of your example?

Only becaues they didnt provide me with a phone number to call and talk to a human.

[Sketcher]

Ted: Hey Fred,
Fred: Yes Ted?

Ted: nod your head harder, I can't hear you...

[C.S.I.]

Hello.....


NOW Dell has apparently massed emails to some lucky individuals.....check it out......

http://forums.dpreview.com/forums/read.asp?forum=1029&message=11442810


Man.........now Im pissed I didnt get into this...it IS however entertaining to say the least........

[Sketcher]

Thought for food:

A Dell fauxpass hits messageboards, message traffic reaches 'news' services, news services reaches millions of readers. Cost Dell pays for drawing in more customers looking for the mis-priced goods? Well, the cost of a limited supply of inventory. Balance a 'few' lost customers and a limited amount of inventory at cost or even 90% loss against what it would take to purchase an equal amount of positive media exposure. Now THAT's priceless.

One person says ya lose customers by treating them poorly. Another person says who cares how I'm treated, I just bought a friggin' $XXXX lens for $XXX. Hyell yes I'll keep watching their site, you never know what else might become 'available'; and as long as I'm there, I might as well buy this or that - the price is reasonable.

Sure, it's a conspiracy theory. But I attended this years Minnesota Business Magazine's annual dinner and one of the keynote speakers was a co-founder of three very successful resturaunts (Manny's, Oceanaire, Figlio). For one of his advertising ventures, he posted what some would consider politically incorrect billboards along heavy traffic highways. News media were all over them. He said they couldn't have paid for as much publicity as they got from those few billboards. Being that they served the best food in town, it didn't really matter what brought the people in. What mattered is that they brought people in.

[tofuboy]

I'm kind of disappointed I missed this opportunity. I could use the $100 gift card to buy a new 20" lcd :D

I'll refrain from beating the dead horse more ^^;;

[Jon]

It isn't just the 100-400/75-300/whatever lens they really meant that they screwed up on:

http://www.theregister.co.uk/2004/12/15/dell_server_selloff/

[ilya]

Nowadays PR is the cheap alternative to marketing.

Free PR is the best PR. PR agencies sit there and try to figure out how to earn their retainer. So do in-house PR depts - there are only so many ways you can write a press release about same old crap.

So they go ahead and create this commotion.

Its not a huge leap of imagination to think that Dell, who has been diversify away from the commodity that a PC has become would try something creative. Witness IBM's sale to Lenovo of their PC division - why - because PCs are a commodity. When the creator of the modern day computer sells that line of business, you know that PCs have no more margin. So they have been pursuing market share in things lke cameras and other consumer electronics.

That's one school of thought.

The other is that they just screwed up.

I'm not convinced that Dell ought to get so much credit for the former. But its not unthinkable.

[C.S.I.]

Interesting even still........


People were mocking the bait/switch cries.........but I wonder.........


http://www.ftc.gov/bcp/guides/baitads-gd.htm

[Andy_T]

NOW Dell has apparently massed emails to some lucky individuals.....check it out......

http://forums.dpreview.com/forums/read.asp?forum=1029&message=11442810


Man.........now Im pissed I didnt get into this...it IS however entertaining to say the least........

Obviously they don't have enough 75-300 lenses at the moment, that explains the delay...

Best regards,
Andy

[defordphoto]

Interesting even still........

People were mocking the bait/switch cries.........but I wonder.........

http://www.ftc.gov/bcp/guides/baitads-gd.htm

Yeah...as you are aware, that doesn't apply in this case. It was just a freaking mistake is all, and all the people who want something-for-nothing just can't let it go. It's really a shame and I am embarrassed for them

[C.S.I.]

ALL ORDERS CANCELLED!



The End!



:( :( :( :( :( :( :( :( :(

[Tom W]

ALL ORDERS CANCELLED!



The End!



:( :( :( :( :( :( :( :( :(
Thankfully. There's at least 10 threads on DPR about this very subject. Admittedly, it's been fun to watch though.

[timmyquest]

People actually thought they were going to get it huh?

[defordphoto]

And some people just don't get it.

[Andy_T]

I think they all won't get it ;-)

Best regards,
Andy

[Kenski]

ALL ORDERS CANCELLED!



The End!



:( :( :( :( :( :( :( :( :(


All orders NOT cancelled.... Some people got theirs....

[photogdungan]

True...I got a shipping confirmation....though I havent received the box yet...I wonder what will be inside...

[booggerg]

OMG this is such a waste of time and Server space. Stop writing your experience with this mishap! Get over it! If some people got the lens and you didn't then stop bitchin'. Accept that you missed out this time, go out there and look for the next "dell" deal. If you're gonna be lazy and passive just expecting these deals to pour into this forum for you, then good luck to you!

[Sketcher]

OMG this is such a waste of time and Server space. Thanks for contributing to the waste of time and server space.

[timmyquest]

OMG this is such a waste of time and Server space. Stop writing your experience with this mishap! Get over it! If some people got the lens and you didn't then stop bitchin'. Accept that you missed out this time, go out there and look for the next "dell" deal. If you're gonna be lazy and passive just expecting these deals to pour into this forum for you, then good luck to you!

This sounds like someone who hasnt read the thread

[IanD]

If it looks like a duck, if it walks like a duck but it oinks like a pig, guess what? It ain't a duck. If anyone ever thought for a second they were going to get a $1400.00 lens for $200.00, call me. I got some land for sale in Flordia. :) :) :) :) :) :) :) :) :) :) :)

[Sketcher]

If it looks like a duck, if it walks like a duck but it oinks like a pig, guess what? It ain't a duck. If anyone ever thought for a second they were going to get a $1400.00 lens for $200.00, call me. I got some land for sale in Flordia. :) :) :) :) :) :) :) :) :) :) :)All this talk of farm animals has me looking forward to lunch...

OK, no 100-400 L for $200.00, but how about a 70-200 f/2.8 IS for $1,109.00? ;)

[Belmondo]

If it looks like a duck, if it walks like a duck but it oinks like a pig, guess what? It ain't a duck. If anyone ever thought for a second they were going to get a $1400.00 lens for $200.00, call me. I got some land for sale in Flordia. :) :) :) :) :) :) :) :) :) :) :)
This is a scam. Don't believe this. This person doesn't even know how to spell 'Flordia.'


OK, no 100-400 L for $200.00, but how about a 70-200 f/2.8 IS for $1,109.00? ;)
Clearly this guy wants his old job back. Everyone who has ordered the 100-400 may send updates to Sketcher who will compile them into a single, annotated thread (just like he did with the aforementioned 70-200 f/2.8L debacle from Dell).

[IanD]

This is a scam. Don't believe this. This person doesn't even know how to spell 'Flordia.'



Clearly this guy wants his old job back. Everyone who has ordered the 100-400 may send updates to Sketcher who will compile them into a single, annotated thread (just like he did with the aforementioned 70-200 f/2.8L debacle from Dell). Since it seems that I can't spell Flordia, I will offer my other property up for sale, the one in Nevada. Yeah, that looks like it is speled right.http://photography-on-the.net/forum/images/smilies/icon_smile.gifhttp://photography-on-the.net/forum/images/smilies/icon_smile.gifhttp://photography-on-the.net/forum/images/smilies/icon_smile.gifhttp://photography-on-the.net/forum/images/smilies/icon_smile.gifhttp://photography-on-the.net/forum/images/smilies/icon_smile.gif

[Sketcher]

Clearly this guy wants his old job back. Hey now Tom, just cuz I want to play in the sandbox, doesn't mean I want to take roll call too! I simply poked at it to point out that once in a while the 'too good to be true' can be true. Really, my order nannying days are through.

[Belmondo]

Hey now Tom, just cuz I want to play in the sandbox, doesn't mean I want to take roll call too! I simply poked at it to point out that once in a while the 'too good to be true' can be true. Really, my order nannying days are through.
Pity. You were so good at it.http://photography-on-the.net/forum/images/smilies/icon_razz.gif

[pcasciola]

I came across this funny flash cartoon about Dell customer support yesterday (company is refered to as Smell in the cartoon).

Warning: This is a pretty large Flash file and they use the work f#@* a lot (as we all do when we speak to outsourced customer support):

http://home.comcast.net/~greegan1/tech.swf

or

http://www.hamncheez.com/media/flash/tech.swf

[Sketcher]

I came across this funny flash cartoon about Dell customer support yesterday That's hilarious! Thanks :)

*Might* be worth noting that the language might not be SFW or SFF.

[C.S.I.]

.......LoL.......HisTERical! ---And True!

[rojo]

is this the same timmy from south park? TIMMY

[planesh00ter]

I feel so bad for those that didn't get the lens for 200$
I will sell mine for 200$$
please call for the shipping price :>)

[C.S.I.]

Hi,


Welllll, I told a little white lie.....I was in on the deal..... I didnt want to let on in case there were any Dell employees lurking in here.....
Dell was gracious enough to send me a $100 coupon for my troubles, so I put it towards a new Dimension desktop for my parents for Christmas.......took me about 30 minutes of my time to write a detailed email to them......

THANKS DELL!

[timmyquest]

My mom sent her laptop into dell to fix it's lock up problems.

I told her a long time ago that it's because the fan does not kick on to cool her heatsink which cools the CPU which keeps it running.

I told her to let me know before they do any work on it, she didnt. She paid $200 to them for a new "memory chip" (ram...which is way over priced as it is).

She got her computer back, and it still locks up.

**EDIT**
It doesnt even turn on anymore...

[tpinchback]

My mom sent her laptop into dell to fix it's lock up problems.

I told her a long time ago that it's because the fan does not kick on to cool her heatsink which cools the CPU which keeps it running.

I told her to let me know before they do any work on it, she didnt. She paid $200 to them for a new "memory chip" (ram...which is way over priced as it is).

She got her computer back, and it still locks up.

**EDIT**
It doesnt even turn on anymore...

just curious, what does this have to do with the 100-400 price mistake?

[timmyquest]

just curious, what does this have to do with the 100-400 price mistake?

The thread got off track and kind of became about Dell as a company. Not sure if i recomend you read it all though :lol:

[phili1]

MY opinion after 30 + years buying Photo equiptment, anytime anyone I knew who bought other then from a know photograoht store got burnt.

I buy from B&H - Andorama - Unique, I know that I will get quality and service.

Now for computers I have a DEll Lap Top and I would use them for that anytime. Saving a $100 bucks can cause you greef.