Dell and the Art of Being Annoying

As I mentioned last weekend, I’ve set up my work laptop to sync to my Dell Axim x50v PDA. As part of that I decided to take the docking cradle and power supply that came with the PDA to work, since that is where it seemed to be most useful. However I also thought that I should probably pick up a spare power supply for home, so that I could charge up my PDA when I wasn’t at work.

So on Sunday afternoon I took a look at the Accessories pages on the Dell website. Unfortunately on the ‘Cables, Cradles, Power’ page there wasn’t a separate power supply, in fact there was only a single item, a replacement docking cradle. The pages for the cradle listed recharging in the features and benefits, so I figured that this was just Dell not selling the power supply without the cradle. Anyway, I put in the order, and waited.

On Wednesday I came home to a card from UPS, all printed in German, with the German contact number too. After some digging around I got the phone number of the UPS customer service and gave them a call. They said that Dell did not allow them to redirect parcels or have them collected, and that I should contact Dell. I then spent a frustrating twenty minutes trying, and failing to speak to a real person on the Dell support line, so in the end sent them an e-mail.

The issue appears to be that the same policy that applies to their systems, which is that due to the value they won’t deliver to third-parties, appears to be applied right across the board, even for comparatively cheap accessories.

I got a reply yesterday from Dell’s customer service team in the Netherlands, saying that changing the delivery address was complicated, and that they had arranged from me to collect from the ‘local’ UPS depot – local being in quotes as it is actually in Milton near Oxford, an 80 mile round trip from here.

Small Box - Big Trip

I went off and picked it up after work tonight. Thankfully the traffic wasn’t too bad, so it only took about an hour and a half to do the round trip, including about fifteen minutes hanging around whilst UPS found the box.

However when I got home and got the box open, it proved to not be quite what was wanted. It is literally the docking cradle – the power supply is not included. A bit of looking around the Dell site has found that the X30 cradle does actually state that the power supply isn’t included, however I can’t find a suitable power supply anywhere on the Dell site.

I then started trawling some of the other sites, and found that Expansys do actually stock the right power supply, indeed they also stock the cradle too, which since they send stuff recorded delivery, would have only needed a trip down to the local delivery office in Reading to collect. However, the real gem is that even if I get the power supply, I still can’t recharge, as it doesn’t actually include a power lead – you have to get that separately as well.

Honestly, if I didn’t know any better, I’d be sure that Dell were deliberately setting out to totally annoy their customers. Quite apart from the hassle getting it delivered, Dell don’t seem to supply replacement power adapters for their PDA’s themselves, and even when you can get them they are incomplete too. Suffice to say that I’ll be getting accessories for my PDA from Expansys in future and won’t be wasting my time and trouble dealing direct with Dell.

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