Dell complaints

[phirephoto]

First off, I've had 4 - yes 4 - problems with Dell since late
December. Two orders were cancelled due to a 'price mistake' - aka
incompetence at Dell in typing on a keyboard and typing in numbers,
one hold on my PayPal account, and one return request refused.
Complaints to Dell were met with a boilerplate "We reserve the right
to cancel orders due to our incompetence."

First came two orders cancelled because of a price mistake. I've
suggested that maybe they have two people look over any change of
pricing on their website. Just has something to do with the million
monkeys pounding on a million keyboards creating the works of
Shakespeare - maybe the monkeys are pounding on the keys that put up
the prices on Dell's web site?

I filed a Better Business Bureau complaint. Their response was simply
"We reserve the right to correct pricing mistakes". I replied that
they need to be held accountable for pricing and accuracy. They failed
to respond to my follow up. Add another strike to their already
horrible Better Business Bureau report.

Next came a coworker who was looking for a new battery for his laptop.
He ordered a battery from Dell - big mistake, I told him I could find
it cheaper elsewhere. Shortly thereafter, I looked at his old battery,
and realized it was part of the recalled battery program. I submitted
a request for a new battery. I then advised him to return his new
battery. I put in the request on Dell's site. I was then told the
battery was outside the 21 day return policy. Dell goes by the INVOICE
date - which isn't the date you receive your order, but the day they
INVOICE it. I would have pushed the matter further (I actually tried),
but my coworker said not to bother. He's going to be selling the
laptop shortly. You have one guess what his next laptop ISN'T going to
be.

And you can bet when it comes to the next round of purchasing at any
company I ever work for, Dell will not be included.

Now keep in mind this is all since late December. The first order
cancelled was December 22nd.

Now I go to update my paypal account with a new credit card. I go to
remove the old card, I'm told I can't as there's a pending
transaction. I look, and it's for one of the orders I placed for Dell.

I e-mail Dell. I include the order number, and tell them to release
the funds. Reply from someone just oozing of "English as a 4th
language" asking me my order number and customer number. I reply back
with my order number and customer number. Then I'm e-mailed back and
asked my name. WTF??? MY NAME??? I tell them to look carefully in
their e-mail program, and type my name out, just in case, in BIG BOLD
LETTERS. I'm sure they'll stall and ask something else inane, like my
zip code. Stall tactics.

I'm still waiting for a reply after sending my name, whatever they
send next will be good, and I'm confident it won't be a confirmation
they've released the hold. And yes, this hold was placed on my account
early January. They sure were quick to cancel the order, but
apparently releasing the hold on the PayPal transaction takes IQ they
lack.

*UPDATE* Just got a reply telling me "I can see from the records that order has been cancelled and please check with your credit card company; if the order amount has been reversed."

Obviously, reading comprehension isn't a requirement for a job at Dell.

In dealing with them, I've been in contact with the below people. Use
these e-mail address if you have any problems, although no one at that
company seems to care for their customers, the more people who let
them know they've run the company into the ground, the better.

I doubt Michael Dell ever sees any of the e-mails, but maybe, just
maybe, someone there actually cares, and will take the initiative and
say "Hey Chief, we're getting a lot of complaints about our piss poor
customer service.

michael_dell@dell.com - Michael Dell, CEO

Brian_Bosserman@Dell.com - Brian Bosserman
Consumer Resolution Center, Specialist
North Americas Consumer Contact Center

Marcet_Rhynes@Dell.com - Marcet Rhynes
Consumer Resolution Center
North Americas Consumer Contact Center
Dell Inc.
800-624-9897 ext. 723-9429


COURTNEY_BEHRENS@Dell.com - Courtney Behrens
Consumer Resolution Center, Manager
North Americas Consumer Contact Center
Dell Inc.

wade.sullivan@dell.com - Technical Contact / WhoIs

robert.williams@dell.com

Lynn_Tyson@Dell.com

Max_Millican@Dell.com

Amy_Thompson@Dell.com

I'm sure once Dell realizes these addresses are 'out there', they'll
shut them down. Wouldn't want customers to be able to complain.
_________________
--

Evan

[FallenAngel]

http://dellbatteryprogram.com/

If the battery was part of the recall program, Dell is obligating themselves to reclaim ALL of them as per their policy. If someone told you that it is out of the 21 day period, WRONG. Ask for a Supervisor or Manager and let them know that you have an identified product hazard, and if they fail to comply to replace it, the media will be notified.

Knowingly failing to reclaim a part that has been identified as recalled for safety reasons makes Dell liable for any and all damages that may (and most likely will) occur.

Or, you could take a short cut and just call in claiming that you saw smoke from the battery cage. That's an automatic capture.

[phirephoto]

[FallenAngel]

Ah okay. I see.

Well, that sucks that he bought a battery that he doesn't need. Still, if he keeps it in a cool place to prolong the life, once his replacement fails (and it will) then he has a spare ready to go. Or, he could include the second new battery if he decides to resell the equipment.

Tough break.

[Painfully_Optimistic]

Don't worry about Dell shutting down those e-mails. Looks like most the ones you have are just frontline agents and they don't care if those addresses get out there. Dell doesn't care much for the privacy of their agents. Michael_Dell@dell.com just goes right to an escalation department. I doubt if Michael sees any of these e-mails.

Let me tell you that the customer care department recently had their ability to do anything removed, and all the chat support (it sounds like you were using chat or e-mail?) has been moved over seas. They used to be north american but then Dell decided support on this continent was too expensive.

As for customer care, because they can't access just about any of their tools any more, you'll want to escalate. Best is to ask for an escalation queue. Those are still north american (as that sounds like what you prefer) and you should get some answers there. It involves having to get a callback, but it'll be more efficient than calling Customer Care.

[phirephoto]

heheh... One of my favorite videos. Warning: obscenities.
http://www.3c0x1.net/modules.php?name=Video_Stream&page=watch&id=7
_________________
--

Evan

[HellResident]

The joke is on you, Dell doesnt give a sh*t. Most of the people you talked to wont even work there by next month, Records indicate most of the people you talked to are in Edmonton. They are about to be laid off, why would they give a crap about one more dumb american who dell ripped off Each talks to average 40 a day? You want your money back? Tough next time dont buy a Dell. Ever. Mind in the end even that doesnt matter, there will be another sucker lined up to take your place. It doesnt matter to Dell what is good service, all that matters is what can they get away with.

HellResident

[phirephoto]