Dell complaints

[Morbo28]

Hi.
I recently ordered a "customized" desk top from this Dell (online and called) on 9/18/05.
I had the same problem that was posted on this forum (Dell Community Forum), by another user (couldn't purchase system, user id used by relative in past, etc.), and had to phone in and create new user to order.
The salesperson Mathew, sounded like he was from the corp headquaters, sales division (I'm not sure if it's still in Round Rock, Texas). Finanching was established, and my system customized, and ordered. Wonderful service, agreeable terms, and Mathew's smooth voice (remember "Johnny Fontaine", "Mr. Olive Oil" voice from the "Godfather" movies?"), and brown-nosing made my day.
DELIVERY WAS FANTASTIC. UPS did their job, and their online tracking is top notch.
But something was curious. I NEVER received an invoice, nor notice of shipping, or purchase order verification from Mathew of the sales dept from Dell. And here we are two weeks after purchase that I still yet to receive an invoice, or purchase order, but I did get my Dell Preferred Account card, which I am thinking of shredding.
I first looked at the packing slip upon delivery and noticed my desktop was not "customized" at all. I decided not to take the product out of the box.
I called the "Customer Care" dept, and I have to admit, going through the menu choices was an experience that I don't wish upon my enemies (except for the Dell CEO, CFO, CIO, Marketing managers and employees, and the Sales, and "Customer Care" department managers). After spending considerable time listening to the barely audible menu choices, and on hold, I instantly knew I was transferred to India (or what country corporate has decided to outsource to these days). By the way, can't someone fix the telephone receptions on these outsourced companies, I couldn't hear a thing. I told the caring, customer care dept. employee that I ordered a dell, had it customized, received it, and that it was not build to my specifications (in accordance with the packing slip). Simple.
I was transferred, went thru the menu choices, placed on hold, and was answered by a caring customer care dept. employee (from India). I told the caring employee my problem. Simple.
I was transferred (again), went thru the menu choices (again), placed on hold (again), and was answered by a caring customer care dept. employee (from India again). I told the caring employee my problem (again). Again simple.
Now mind you, I went thru something that I had to take a couple of weeks off from work and was able to call at all hours.
This went on for TWO DAYS, with the exception of those times that I was transferred to tech support, which transferred me back to India. During these two days of trying to get some sort of results to my problem, I decided to get sneaky and call up Mathew from sales. Mathew was never in, and well voice mail, I hate that. I never answer my voice mail in my office, so why should I expect someone else to answer theirs. I decided to get sneakier and try to trick the Dell Sales dept. and pretend to place another order, but first take care of my original problem. I was transferred to India (again) and the wonderful "Customer Care" menu and employees.
On Monday, Sept. 26th, I decided to email Dell, and got a prompt automated reply in about 15 minutes at around 1:49 pm CDT. I got a personal response by 7:00 pm that evening, which on one of my problems it stated;
>I would request you to please contact our Customer Care
>Department at 800-624-9897 from where you could get a CRA issued for
>McAfee Internet security package and once it is done, you may order
>Norton Internet Security.
>Manjari
>Dell Rep ID # D34787
>Dell Consumer Hardware Warranty Support
I am not going to go into the details of the $50.00 rebate I got, instead of the $100.00 I that was promised to me by Mathew.
Well, I called the Cusomer Care Dept. again, went thru the menu choices again, was placed on hold again, and was transferred again.
"You know what? Screw this!" I said, and took the product out of the box. After the easy installation (I've got to admit, nice looking system, and it's seems to work okay, with the exception of a faxing problem), I verified that the packing slip was indeed correct. My desktop was not shipped to my specifications. But you know what? I'm raising the white flag, so I decided to keep it as is, and not deal with Customer Care.
Well this is still a continuing problem, but I'm just waiting for my financial statement from the accounting deptartment. I can't wait for what experiences lie next for me.
I don't work for Dell, but I've worked in retail, education, and Information Technology. I just have to say to Dell that I've hoped you've heard of the old saying "Perception is King." I will be posting this on the Ihatedell.net website (and similar) to maybe reach some employees. I would like to tell the employees that I think your product is okay, but you have some serious communications issues, and it seems that you've just outsourced the customer service department so corporate doesn't have to deal w/these types of issues on a local, and daily basis (not to mention the profits you generate by paying pennies to out of country, outsourced employees). It's obvious that the sales department runs independently of the other departments, and I could just imagine what headaches this has caused to the others. It's seems that all departments work independantly, and not together, with sales and marketing getting budget increases, and of course bonuses for how many "suckers" they can reel in to generate profits.
Thanks and have a good day.

[paul_dellcc]

FORTH TIME LUCKY
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I see DELL people!!

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