I'm honest to God lost for words at the moment with the way Dell are treating me. I've just purchased a new PC and it all arrived this week but there was no power cable for the new monitor and they're refusing to send it out and they're saying they'll only deliver it to a UK address.

Now, I love Dell. I'm using an XPS laptop now and the new desktop machine is one from their Studio range. I'm a big fan of Dell machines and if anyone asks me for a recommendation, I always point them to Dell - I've actually ordered two recently for people and I'm about to order another one for someone else - or I was anyway.

The reason I like Dell is mostly because I've never really had an issue with any of the machines I've had and I've had a few, but over the years I have become more and more worried about their reliance on off shoring to India and I'm very close to picking someone else because of this.

The story is, my new machine arrived minus a power cable for the monitor and they're refusing to deliver one to me. They're saying they'll deliver one to the UK but that isn't where the machine was delivered to initially, it was delivered here, so to say I'm surprised is an understatement.

When I first noticed there was no power cable I phoned the person I ordered the PC with and all I got was his voicemail, so I emailed him. He never emailed back. So I call the main number back and go through to support. I speak to four or five people, give my order number and service tag number to all the people I speak to and none of them arranges for the cable to come to me. So I email Dell via their contact form on the website and guess what, it gets delivered to India and they tell me they're not going to deliver the power cable.

So, what do I do? I don't think it right that they charge me and I pay for something and they don't deliver it and refuse to, so I'm sending the machine back, if the power cable isn't with me by Wednesday. It's horrible that they say they're not going to send me a cable and they're going to lose a customer over this but the irony is it's actually going to cost them more just to pick this PC up and send me back my money than it would if they just posted my the cable. Of course, to get me the cable by Wednesday now they're going to have to pay a little more but if they just sent it out on the day they found out about this, I would have had it already.

Even if I get my cable, I'm not sure I like to be treated like this and they're going to have to do something special for me to keep me coming back and recommending Dell in the future.

Update

I found someone on LinkedIn, I'm not going to name names, but he was in the UK and not India which was the first bonus and explained my situation to him.

Within a couple of hours I got a mail and within a few days I got my power cable.

Dell are my preferred choice, basically for the flexibility and support, but this shook my belief a little, although it did get dealt with in the right way in the end, you'd just like to think that someone would employ a little common sense along the way.