Dell complaints

[mikwiz]

Hey, all, I am a newbie with Dell and and trying to resolve a number of Customer Care issues. Although they may sound small, I believe they effect many or all of us in some fashion, both legally and as consumers.

If anyone can provide me with direct email or phone access to Dell's Coporate headquarters to make sure they are aware how Dell Customer Care operates, I would be greatly appreciative. I just want my issues recognized by Corporate and responded to adequately. Attached below is my email to Dell Customer Care this mornig:

Dear Priyanka,

Thank you for your reply. I want to first restate once again that in the
past three weeks, I have been lied to consistently by Dell Customer Care and
can provide you with the written transcript you supplied me. Thus, I am very
weary about anything Dell Customer Care says or offers me now. My instincts
tell me that to be safe and secure with my order, future products, and
current products, I need to inform Dell's corporate offices, and since you
did not see fit to supply me with their information which I have requested
from you, I will have to research that myself today unless I hear back from
you with an adequate response. Here is what I want Dell Customer Care to do:

First, I want an explanation why I waited all day long yesterday for UPS to
come by and pick up the defective return item (this is the SoundBlaster
audigy 2 nx--it is NOT speakers, it is a usb digital computer/stereo hub) as
I was instructed to do by your rep on Tuesday. Furthermore, I want to know
why now, according to your email, I am holding onto the defective item until
the replacement backordered item is delivered. Does this have to do with the
interest being charged on the defective item, in that, you don't want to
pick it up now, because then Dell would be charging me interest on an item
that first was defective, and then I do not have--is this correct? Please
provide me a full written explanation. Thank You.

Second, I want an explanation why in your first email from yesterday you
mentioned that the reason why the DVD entertainment system was not shipped
was because "the part was not available." This is very disturbing to me,
because as you pointed out, this is a third party item as well as an item
that is entirely self-contained. It is not something that Dell puts to
together or manufactures. Thus, Dell should not be putting any "parts"
together, unless this is a refurbished or a previously returned product. So,
I want to know what is Dell going to send me? Is it brand new from Samsung
or is Dell now turning over refurbished or return item products? Again, this
is very disturbing, and another reason why I believe your corporate office
should be informed.

Third, I received another email from Dell at 2:30am Friday morning, today.
It states that I have till 7:00pm central time to respond to the email as to
whether to agree to wait an unspecified amount of time for the shipment and
delivery of the above said items. It wants an immediate response by 7:00pm
today, or my order will be cancelled it states by a Federal Trade Commission
statute. Now, I want to know why you, Priyanka, your supervisor, nor anyone
else who has "researched my history" did not inform me that I need to
respond to this email, nor about such legal issues as The FTC act. Do I need
to hire an attorney to make sure my rights as a consumer are protected based
on this generated / automatic email--what is Dell's suggestion? Furthermore,
why would Dell send this email out at 2:30am PST and give me less than 15
hours to respond to it?? Is this normal? Does Dell generally cancel orders
in 15 hours if no response is given to an automated / generated email asking
for a response? What if I was on vacation or unable to logon to my email for
a day--would Dell just cancel my order because of a no response in 15 hours?
This does not make any sense, and I feel like Dell, or is it Dell Customer
Care, that is trying to cover itself legally. This is the most important
reason why your corporate offices should be notified. I am unsure what my
legal rights as a consumer are in this matter, and very unprotected and
vulnerable and taken advantage of by Dell, Dell Customer Care, and all of
it's third party suppliers. I want to know, do I give up my legal rights as
a consumer by responding to that automated / generated email today? Will my
order be automatically cancelled as the email stated? Why didn't you or your
supervisor inform me of this just a few hours prior???

Fourth, regarding your "one time exception" of making sure that once I
receive all of the backordered items, and put them together with the items I
have already received, that, then, if there is any problem whatsoever, that
all of the items, both backordered and those I have already received receive
the 3 week satisfaction return policy. I want you to restate that this
correct so there are no "misunderstandings" in the future if any situation
arises. So, is this correct?

Fifth, If I do agree to the additional "unexpected" and ambiguous "delays"
with no guarantee of shipment, I want Dell to send all items backordered,
both the entertainment system and the defective return item, by overnight
express delivery, complete with notification and tracking numbers. That is
the very least Dell should do.

Sixth, your offer of a $90.00 "discount coupon" to a future purchase I feel
is less than reasonable considering the amount of time, energy, expense, and
stress this has caused me. As I have stated, I am disabled. The added stress
this fiasco has caused me, and that will certainly require future attention,
time, and energy to resolve, does not equate to a $90.00 "discount coupon"
to home / home office. I don't know even what that means, the details, etc.
I believe Dell can and should do better. However, I will be "co-operative /
patient" as you suggested in this regard, and I hope Dell will be more
accommodating to a credit or discount on any items currently on your
website, in any department, of $300.00--which is approximately what I have
calculated as the expenses of time, money, and stress in dealing with the
defective return item, the delayed entertainment system, the phone calls,
the online chat and lies, waiting around all day yesterday for UPS to
come--and didn't--as instructed, and all future time, energy, and stress
related matters until I receive just what I originally ordered, and to make
sure it all works properly.

Seventh, and finally, since Dell has imposed a 7:00pm deadline for a
response from me today, I must do likewise to you and Dell, in order to
protect myself. I need to hear back from Dell Customer Care by 12:00 pm
(noon) Pacific Standard Time today. If all of the above is agreeable with
Dell Customer Care, and adequately provided to me in writing by 12:00 pm
(noon) today, then I will not contact Dell corporate offices and ALL of it's
chief officers and departments. I will further not contact ALL of Dell's
suppliers, subsidiaries, and financial institutions. I will further not
contact any Better Business Watchdog groups and Consumer Protective
Agencies. I will further not contact the state and federal attorney
general's offices, my district's congressman, my state senators, and the
president of the U.S. / White House--and don't laugh. I will further not
report any of this to the internet or post any websites relating to this or
Dell Customer Service. And I will further not contact any printed,
electronic, or on-air media regarding my treatment.

Let me close by saying that I just I returned home from serving my country
in Afghanistan. I was permanently disabled in the process. What makes me so
angry at Dell is to think that I fought to protect Dell as an American (and
I would do so again). I fought to protect Dell's right to conduct free and
fair business around the world and for Dell's very right to operate in the
United States. And where I just took a few bullets by some insurgents, I
feel Dell has been stabbing me in the back. And I am very weary and tired in
dealing with this. I want this situation resolved and with respect to my
service and my rights as an American consumer. I believe I have been very
fair in outlining my requests above, and I truly hope Dell Customer Care
will honor me and do the right thing. Please, do not make me fight any more
battles. I am so tired.

Thank You and Sincerely,

[paul_dellcc]

Whoa!

First of all you must read the Terms & Conditions of the Sale. Cause Dell understands that if you purchased at Dell you have already read, understood and accepted those Terms & Conditions of the Sale. This info is at the Dell website.

Nobody needs to tell you anything about getting an e-mail or about your orders being delayed, cause it's clearly specified in the Terms & Conditions of the Sale.

Regarding the overnight shipment of your delayed order...no way. You accepted when you placed the order, that replacements may take 7 to 14 days to arrive at your home

$300 bugs Sure, just give to the care agent some time. LOL You were lucky I didn't pick up the phone, otherwise I wouldn't have offered you a $90.00 discount coupon. I would have offered you NOTHING.

Sales agents make mistakes as they are human beings. If you wanted everything to be as you wanted it to be, you should have placed the order on line.

The defective item was charged, if you return it you will get your money back between 15 to 30 days (you accepted that timeframe) and any interests will be removed. It is not smart from you to keep the defective item. You must return it or the time to do it will expire. It has nothing to do with the interest.

DVD: sometimes the dealer may have run out of stock. So that part will show up in our database as unavailable. If you want to purchase it, go to Samsung directly. Dell is giving you the chance to buy it through them. Nothing else.

The e-mail: sometimes it gets cancelled sometimes it doesn't. You accepted you could get that e-mail, remember it

Finally, I don't think you understood the lesson yet, about not going where is not of your f*cking business. I'm talking about Afghanistan. Let me tell you that I am not sorry about it, in fact I'm happy. One American less jerking around bombing schools and hospitals.
No matter what you can tell me about it, it's not of your business what's going on outside your country PERDIOD


With Love,

Ex Dell Customer Care Supervisor
_________________
I see DELL people!!

If we don't remember our past, we can't understand our present and we can put in danger our future...

[mikwiz]

First, let me thank you and Dell both for being an "Ex Customer Care Supervisor" because your uninformed, misrepresented, unintelligent, and vulgar comments provide everyone with what apparently has been and currently is the problems with Dell Customer Care. So, thank you, again, for help shedding the spotlight on just the kind of people that Dell hires.

With that aside, let me say that I did purchase my orders on-line becasue I exactly wanted my orders precisely the way I researched them.

Dell, in its chosen wisdom, decided to make available estimnated delivery dates based on its stock-on-hand. One or two delays is acceptable from a "mail-order company"--but not four (in my cae) with no end in sight. Dell, has an implied obligation to it's customers for reliable third-party product purchasing, stock-on-hand (especially when Dell is advertising an on-line sale), and good-fatith estimated delivery dates that do not become indefinite to do "unexpected delays." "Unexpected delays" once or twice is acceptable, but after that is "code" for "we screwed up and are trying to cover ourselves." As an "Ex Customer Care Supervisor," Whoa!, you should be aware of that. Thus, Dell has a further implied obligation to rectify their created situaion to the customer's reasonable satisfaction--not Dell's or Dell's Customer Service Supervisors!

In addition, yes, people do make mistakes, but not outright lies over a transcripted chat conversation. And not just one, but three! One due to a UPS delivery, one due to a UPS pickup, and one due to an "internal" guarantee of shipment. That is outrageous, and how you cold defend that by saying it is a "human" error is absurd, counter-intuitive, and frankly unsettling as a human being in general.

Lastly, your vulgar comments about myself, my country, and my service should be noted by Dell, this message forum and all of it's users, the moderator, and all visitors. As an "Ex Dell Customer Care Supervisor," living in Buenos Aires (?), they are worth nothing more than the filth which constitutes your white matter (that means, in your case, brain-crap).

Have a Great Day in Dell Hell!

[mikwiz]

I will give Dell Customer Care(?) credit in that they did respond bak to my request prior to 12 nooon today. I was disappointed with the reponse, however, but you all be the judge.

Dell Custome Care reply follows:

I very well understand the inconvenience caused due to any
miscommunication by the earlier handling representative at Dell.
However, after having researched your order and tracking details I am
able to show that the replacement Audigy Sound Blaster are on back order
and since they are the third party products it depends upon the original
manufacturer for the availability of the product. I think your point
number 1 has been addressed. [Me: no it was not and skirted the issue.]

2) Now coming on to your second query which is somewhat similar I would
again inform you that the Home theatre you are referring to would be
sent as brand new and again this being a third party product it depends
upon the original manufacturer for the availability of the product. [Me: inadequate response and skirted the points I brought up.]

3) Now coming onto your third query about the statement you have
received from the Federal Trade Commission, I would like to inform you
that there is a time frame under which a Dell Order should be processed.
Since the time taken is more than what is required, there is a
possibility of this order (Home theatre) being cancelled and you may
have to re-enter another order for the same. I request you to contact
our E&A Sales Department in this regard. Please note that we at customer
care are not authorized to place any order and also do not have any
information about the prices and promotions offered at the point of
sale. Our E&A Sales Department contact number is:

1-800-449-3355 (62470) [Me: now trying to deflect to another department, did not address points I asked for, what is "may" be cancelled, sounds like an implied threat or scare tactic.]

4) Be advisee that since the items on order are third party items the
return period would be 14 days from the invoice date. However, in this
case, since you were sent the items part by part the date that would be
considered would be the date that they were actually invoiced from dell
in whole. {Me: Huh??? Dell Double-speak--what does this mean?]

5) Since it?s clear that you have understood and very well agree to the
delays with the Home theatre and the replacement Audigy Sound Blaster,
again be advised that these products would be shipped to you on the next
day and priority basis from the date of availability. I am also showing
that you were not charged anything for shipping these products. [Me: I do not understand nor acknowledge any such thing. Shipping was advertised as free any way, and I spent 1500.00, so why bring that up?]

6) I had discussed your status history with my Manager and the amount
that was agreed upon is the maximum that earlier representative had
offered as this is the most I can do being under the work parameters.
[Me: is it "I" or is it supposed to be "we"? Work parameters?--what does that mean?]

7) I request your co-operation and also appreciate your patience you
have shown in this regard, hence I would request you to contact our E&A
sales dept as they would be the best to address your concern. {Me: Finally, the final Sales department brush-off, and didn't answer any of my points, concerns, or questions.]

[Me: well, that's it. What do you all think? I am going to contact a person at Corporate whose number I found on this website--although not the right department I am sure, perhaps I can get a better result. I am still open to any suggestions and ideas, and would greatly appreciate any help and advice for others to contact at Corporate as well.]

[Aux9]

Let me break it down, since you seem to have a lot of trouble reading what appears very clear to me:

1. Dell doesn't build the thing, they buy them from another party. Dell is out of them right now.

2. Condition of the part depends on what they get from the other party and the terms of thier warranty. (BTW, your warranty on that part is from that third party, not Dell.)

3. FTC laws (not Dell rules) require certain actions when a shipment is delayed more than a certain period of times.

3b. Customer care is not the right place to talk to about sales issues...talk to the right people.

4. You have 14 days to to return third party items, after that manufacturers warranty takes over.

4b. That's 14 days from the ORIGINAL INVOICE DATE

5. Dell will send you the replacement when available on a priority basis and at no charge to you.

6. No additional concession. The $90.00 coupon is all you can get.

7. Work with me here...talk to the right people

Hope that helps.

Now quit sniveling.

[mikwiz]

Here is another example of A Dell trained associate at work. Note the responses for yourselves. Nothing addresses the issues raised, just name-calling and placing the blame everywhere other than Customer sevice--i.e. goto Sales or 3rd party etc ad ignosium. What does customer service mean to people who work in Dell customer service? Nothing!!! Please don't bother us, nothing is our fault, it's another department ort 3rd party who has responsibility. Just take are 90.00 junk discount coupon and leave us alone!!! That's the Dell Customer Service attitude as noted by the 2 responses I have recived on this web site, and the one email response. You Dell People in Customer Service deserve all of the bad reputation you have out over the internet, the web, and the word of mouth on the street. You people just don't get it!

[mikwiz]

I did place a call to a gentleman at Dell Corporate headquarters, an AUE Executive Vice-President, at a five (soon to be seven) digit extension. I left a message on his voicemail. The way I got his # was doing a little research on this website. So thank you all, and read the posts to avoid further harrassment and being iritated and lied to by Dell Customer Care and it's past and present people here.

[Aux9]

And I am sure when it is pointed out that once again YOU CALLED THE WRONG DEPARTMENT by that person or his staff, you will whinge about getting the run around.

Do you also complain at the grocery store about how long the line is at the post office? Can the grocery store do anything about how long the line is at the post office? Does the grocery store know post office policies and procedures?

If not, why do you think that AUE has any control or input over Consumer policies and procedures? They are about as seperate as the grocery store and the post office.

[mikwiz]

Hey thanks Dell Customer Care Aux 9, at least you didn't decide to resort to name calling this time. Let me explain something to you and all of your Dell Customer Care assocaites. Crap runs down hill from the corporate level to you outsourced affiliates. NO ONE IN COPORATE LIKES TO BE BOTHERED WITH STUFF THAT DOESN'T APPLY TO THEM. They get upset that you at DELL CUSTOMER CARE can't do your jobs correctly by simply placing us, the consumer and the one's that ultimately pay your salary, in direct contact with the right department or handling it on your own. Furthermore, by saying that the wrong department can't handle something in a corporation is saying we don't want the responsibility of helping the consumer resolve their issues. Passing along a phone # to another department or 3rd party is a COP OUT--and you know it! What you should do is get someone on the phone from that other department or 3rd party and explain the situation top them as you at CUSTOMER CARE (?) know the history. Then you place that department or 3rd party in direct contact with the consumer. This is Customer Service 101. Why don't you understand or get it??? This is not hard, and it is your job, if you don't like it or further can't comprehend it, find a new line of work, please! Do us all a favor as consumers and go away and find your happpiness someplace else.

[Aux9]

Ahh...I see, a clever strategy indeed..

Rather than use the contact information given you by the CC rep to contact the sales department directly (Who are the right people to deal with the sales issues you raised with the FTC rules..in other words, "placing that department or 3rd party in direct contact with the consumer"), you adroitly have calculated that by calling someone in a completely different department, you could get in touch with the people you need to speak with.

Very astute!! I am sure your way is much more efficient than just dialing the direct number.

[mikwiz]

Again, Aux 9, you don't seem to get the point that it is YOU at DELL CUSTOMER CARE, who need to first inform the correct department or 3rd party of all of YOUR history with me, the consumer FIRST. That way, the department or 3rd party knows the situation up front, and me the consumer does not have to re-explain countless times the same info. Then, you place that department or 3rd party in contact with me, by phone or by email. This is called the chain of custody, which means no one drops the ball on their responsibility until there is a resolution. Do you understand now? This process is also called Customer Service, which spans all departments that deal with customers. It is also simple courtesy.

Now, as to involving corporate, let me expand on that, because I don't think you quite understand that as well. See, because CUSTOMER CARE cannot handle simple CUSTOMER SERVICE issues like mine, CORPORATE needs to be aware that there is a problem with CUSTOMER CARE. Since I asked CUSTOMER CARE numerous times to place me in direct contact with corporate, and they didn't acknowledge my reqeust at all, then I have to think that CUSTOMER CARE is trying to hide something or protect themslves in some way. Thus, it doesn't matter who I call, as long as I call enough to raise this issue, that someone at corporate will notice, take an interest, and fix the problems at CUSTOMER CARE, and hopefully resolve my issues along the way. See, there is a multilevel education process that needs to go on at DELL CUSTOMER CARE, if there wasn't a need, then why is there this foorumn, and why is Dell customer service so ridiculed all over the internet? Also, answer me this, Aux 9, why are you at CUSTOMER CARE so afraid of not only giving out corporate information for me to contact, but also knowing that anyone at Corporate know of my situation?

[paul_dellcc]

At the very moment you place the order you'll get an e-mail containing critical information about #s where to call if something gets f*cked up.

You don't know what Customer Care representatives' job is. You demand what you want them to do. Agents are not allowed to warm transfer (talk to the other dept, then transfer) a customer over another department in order to have lower AHT (Average Handle Time) and rise OCY (occupancy) metrics to ensure a profitable service level

You have no clue what Dell order the agents to do, so shut the f*ck up PERIOD


PS: Whenever you say/write something, be sure that what you'll say/write is better than your silence
_________________
I see DELL people!!

If we don't remember our past, we can't understand our present and we can put in danger our future...

[Badger]

mikwiz: You should be thanking Aux9 for his elabourate breakdown of the CC e-mail reply. Aux9 has broken down and explained it in laymens terms so everyone can understand. From your own responses to that particular e-mail, it is obvious that you are blinded by your own rage. Is it Dell's fault that Creative is having supply issues? No. Are they going to delist and stop selling an item that they currently do not have stock of? No. You have experienced the same problem as buying tickets for a show that ends up being cancelled. You have to be patient and wait. Nothing good comes from being angry and hateful. And yes, you were sniveling. A good rant is one thing, and Paul didn't help things with his reply, but your letting these problems get the best of you. You need to calm down and resort to reason, not anger.
Aux9 is right about you arbitrarily calling people at Dell thinking it's going to get you a positive response. If you managed to get someone in the right chain of command, good for you. But Customer Care is there to direct you to where you need to go and answer simple questions. And they answered the questions in your e-mail. The fact that you were too enraged to understand them fully is your own fault.
Also understand that there are good workers and bad workers employed by Dell. Some will go the extra mile to ensure a positive experience, some will only do the bare minimum. Getting enraged over the bad workers and taking it out on the good ones is plain ignorance.
Hoepfully your issues get resolved. Keep us posted on your progress, and if you need help then ask. If you're willing to work with us, we're willing to let past differences aside, as the best kind of customer is an informed one. That's what we're trying to do for you.
_________________
I may not agree with what you say, but I will fight for your right to say it.

Midget Tossing funds Terrorism

[mikwiz]

Thank you Badger for your well-tempered and mostly-positive and constructive comments. I hear what you are saying and take them all to heart. However, your comments are also a bit niave in that just working within the system of DCC is going to resolve my or any one else's problems in a reasonable time and manner. But, I do understand where you are coming from.

It is not in my nature to be an angry person or one who holds a grudge. I do expect, though, simple courtesy, respect, and due-dilligence when it comes to my money. Thus, being familiar with customer service myself for many years, it is unfortunately, through experience, sometimes necessary to be the proverbial squeaky wheel in order for things to stop existing in the status-quo. Believe me, I don't like it.

However, I will tell you that this morning I was in contact with a DCC supervisor, Ronald, who was very gracious and accomodating to me and was the first person I have been in contact with at DCC since my ordeal began, who honestly helped solve my issues. It was pointed out at the onset of our conversation that this was because Corporate became involved, and is staying involved with all of my issues, until they are all resolved.

Badger, there are serious customer and interdepartmental problems at Dell. I think we all can agree with that. The only way things will change in the future is if enough people with both large and small issues contact the right people, which I think is at Dell Corp[orate, to resolve the problems. A company that I believe seels quality products as Dell does, I think at least, with its computers and my new widescreen tv/monitor, does not a poor customer service index rating as DCC does. And, agree with me or not, and I am no martyr or savior or do "causes," sometimes one has to make a mountain out of some seemingly small mole hills, to get some immediate action.

Lastly, since I will continue to have a dialogue with Dell Corporate, I will stay around here for awhile too, and fill you all in (as well as keep an eye on my buddy from buenos aires). If you have and further suggestions or thoughts for me, to Corporate, or perhaps, even, Mr. Dell, please feel free to reply to me at this post, for as long as it is here.

Best Thoughts Badger and Thanks!

[paul_dellcc]