I read the post titled Dell Hell, and I feel like I am walking hand in hand with that customer... I cannot believe so many people are facing the same insanity with unresponsive customer service representatives and COUNTLESS hours logged on the telephone, to only be told REPEATEDLY that there is nothing Dell can do to fix the mess that THEY have created.
I ordered a computer (our sixth Dell) via telephone on August 18, 2007. I subsequently learned (on August 20) that the "BlueRay" disc drive was no longer a desirable option, as Paramount Studios was discontinuing relations with Sony. I called Dell Canada on the morning of August 20, 2007 and informed them I wished to cancel the order. I was given a cancellation number by Dell. Within the hour, I received a phone call from the salesperson whom I had placed the order with (which initially took over an hour as his command of the english language was poor at best). He was very upset and rude, wanting to know why I had cancelled the order. He did not know anything about Paramount Studios or even who they were, as he was calling me from India. I assured him at that point that we were merely waiting for the "dust to settle" and we would likely place another order within a few months. On August 31, a courier showed up at my door with a laptop. I checked the internet, and my credit card had been charged on August 28. I called Dell, and requested a refund. They informed me that they would issue a credit as soon as they had the computer back in their possession, and they would send a courier to collect the computer on September 7. They treated me as though this situation was somehow my fault. The courier arrived with labels that had the wrong description printed on them; I reluctantly agreed to send the computer back regardless of what was printed on the label. I tracked the order through UPS, and as soon as it was received by Dell, I contacted them in regards to my refund/credit. I was informed at that point that the credit would be placed on my MasterCard immediately, and I should have the money back within 3 - 5 days, 10 days at the absolute maximum. Finally on September 17, they said they PROCESSED the credit that day, (or so their system says, I have NO proof) and it could be up to 10 business days from THEN before it would show on my credit card. I have called Dell almost daily from Sept 24 on, informing them that I have not yet received a refund. On October 2 a customer service representative told me he would file a "missing credit report", and that I would MOST CERTAINLY have my credit within 3 - 5 business days, October 10 at the latest. It is now October 11, and I still have not received a credit on my credit card. Dell refuses to rectify this situation; I have repeatedly requested to speak to a manager, to no avail. Customers are not allowed to speak to anyone in management! I was finally put through to a supervisor today after threatening to go to the BBB and my lawyer. I was treated very poorly by this supervisor, and informed that this was NOT Dell's problem, and there is nothing more they can do. This call centre supervisor also informed me that the information I was given on October 2 regarding a missing credit report was incorrect, and the representative I spoke to that day did not know what he was talking about, and never should have told me what he did. As far as Dell is concerned, this is not an issue that they are even willing to follow up on, as their records indicate a credit was issued. This treatment from Dell is absolutely unacceptable. I requested hard copies from Dell of the credit receipt and they refuse to produce them. Twice I was given a phone number to call that was incorrect; it was merely another call centre. I requested a phone number for the administration/accounting department at their head office and have yet to speak to anyone who can give me that information. I have now contacted my credit card co., and they are sending out paperwork (via snailmail) for me to fill out and mail back, to file a dispute over the charge. MasterCard informed me that Dell should have sent me a credit note/invoice long ago with the appropriate information on it. I am tired of fighting to get money back that was NEVER supposed to be charged to my credit card to start with! AND... to top it all off, there is interest accumulating on this balance now, as I am way beyond my grace period, I requested compensation from Dell in regards to all of this trouble and the interest expense, and they informed me that they are not willing to offer any compensation whatsoever, as far as they are concerned the issue is closed.
If this company values a six time customer, then maybe they would like to offer an apology as well as some compensation for the countless hours this has stolen from my job and my family. My husband had his credit card refused in Lima, Peru when he was traveling on business, because I was unaware this $6000.00 charge was on our account. That is embarrassing to say the least.
I have promoted Dell computers to friends and family members for over six years. I have been directly responsible for ordering six computers, as well as helping three family members order computers from Dell. I am genuinely sad that I have been forced to break off relations with this company.
Update (Oct 12/07): I just called a long distance # the Dell Customer Support supervisor gave me (they do not have a 1-800 # for anything related to head office/accounting etc.) IT IS UPS IN ONTARIO... not even a Dell number. UNBELIEVABLE!
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