Dell complaints

[Inspires1501Headaches]

I am too damn tired to remove all the >>>> from the posts. Forgive me. You will have to start at the bottom and scroll up for the full picture of what haopened. Any advice is appreciated.



My Latest Reply:


Obviously, you did not listen to the calls. The calls on the 9th and 11th (what your record shows) should reveal exactly what was said and what I was directed to do.

As for the "upgrades".....they are minor in nature and did not justify the wait time it took to get a computer. I have recently learned that the model I purchased is one of the worst model your company has sold, and numerous systems have had issues since the model came out. Dell has a lot of these systems via returns from customers and because once word got out, they could no longer sell them as retail units. They quickly became "sale items". Certain components had to be upgraded due to unavailabilty (too many were unsalavageable). I am still left with the same memory. And the other "upgrades" are insignificant. Time will determine if the computer performs better than that which I originally received.

None of this, however, really addresses the matter at hand. I was promised quick replacement without an honest explanation of how long I could reasonably expect another computer.

I was assured I could call to discuss some form of compensation once I received the replacement. I called and felt like an idiot when my simple follow up request was met with "oh well". Your reference to "see what we can do" really means "We will do nothing". I never asked for compensation for all of my time, the calls and the like.

What I was hoping for was a small token of goodwill from your company to a customer who was given inaccurate and misleading information. A credit towards a future purchase, an accessory or a small credit refund ($50 or so) was all I was expecting. What I received was a lot of hold time, 3 weeks without a computer, the loss of three weeks on my warranty (which is in itself absurd given that it was your delay), a lot of additional wasted time on my part and implied comments that I was a liar and an unreasonable customer.

If you purchased a car, took it back for service and were promised it would be done in a day or two by the service tech, only to find out it was going to take the better part of three weeks, wouldn't you be upset. What if the manager came out and said, " I'm sorry. My service tech spoke in error. But I will reimburse you for your rental car. Just bring me the bill when we have the car fixed." You return to get the car and present the rental bill, only to have the dealer's owner come out and say to you, "I'm sorry, but the teach and manager spoke in error. The car took three weeks, but the car manual and our fine print says we don't owe you anything beyond the fix. I'm sorry you incuurred all this expense, but hey, we through in an extra cup holder and a complimentary visor shade to show you what great people we are here at Skcwu Ew Car Sales. And anyway, my manager said he would only CONSIDER the rental bill. Well, I've considered it...considered it a joke. And, unless you have a recording, the call log number, the maiden name of my manager's wife and a written transcript of the call, I'm gonna side with my golfing buddy...I mean the manager. No can do. So, you have yourself a great day now, and remember....you only have 49 weeks left on that warranty of yours!"

As it stands, your company has lost my future business and the purchase my husband had pending. The extended result will be the future business of anyone I know to whom I can relay this story.

----- Original Message -----
Sent: Friday, May 30, 2008 11:19 AM

From Larry The Insinuator

>
> I do not wish to cause you any delays in your work through returning the system, just to offer what options are available for this situation.
>
> In case it was not explained before, system exchanges are set up to send the customer a like-for-like replacement. The time required to do the exchange is based on finding or building a system that meets the specifications of the original order. If for some reason a particular part is not available, Dell upgrades to the next available part. Because of how the exchange process works, it took 3 weeks to get the replacement for your system built and shipped out to you. However, because we apparently did not have matching parts available for your exchange you also received a free CPU (from an AMD TK53 1700 to a TK55 1800), memory (from 2Gb at 533MHz to 2Gb at 667MHz) and hard drive (from 60Gb to 120Gb) upgrade because of that same exchange process.
>
> I do not see a record of any calls listed for your customer number on May 8th or 12th. I see email and phone entries for the 9th and the 11th, but they do not list a tech stating you would receive compensation for the system exchange taking longer than one day. The only reference that comes even close to stating we would compensate you for the time required to do the exchange (and is, I believe, the call you are referring to) states that we 'would to consider what can we do'.
>
> As previously stated by a number of people, Dell will not be compensating you for the time required to do the system exchange.
>
> Larry
> Dell Customer Advocate
>
> Original Message Follows: From Me
> ------------------------
> I am not returning the unit. I have to work. I cannot afford any additional
> delays in being able to do so. Had I known of the delay to get my computer
> to start with, I would have at least had the option to consider another
> source for a computer at that time. I do not have the time or resources to > do that now.
>
> As for the log of my discussion with the CS rep on the 8th, are you stating
> that there is no log entry of my discussion with the female rep in customer
> service on May 8th? There was only one phone discussion that day. She was
> from the returns/replacement department. I do have my notes, although I have
> her name scribbled and it was not clear. The call was at approximately 1:30
> PM. If you do not see a logged call and notes for that date, I am quite
> concerned, as it was the only call I made between 5/1 and 5/12 to your
> company. In addition, does your earlier response mean that no notes are in
> your system regarding my call to Dell on 5/12/08? I do not feel I should
> have to jump through any additional hoops by combing through records when
> the logged infomation is either there or it is not. Please let me know if
> there is no call logged that day. When I spoke with the CS rep and
> supervisor on the 21st of May, they acknowledged the call notes made on the
> 8th during my conversation because my point to them was, "Why would I call
> on the 8th and again on the 12th to follow up on the promised overnight
> replacement if someone had told me it would take 16 days or so to receive a
> replacement."
>
> If there are call notes missing, then the employee was simply saying
> whatever was needed to get me off the phone on May 8th, or the notes have since been deleted as a result of my escalation of the matter. Either way, it is most upsetting that it is now being implied through your response that
> I am a liar.
>

From Larry : The ever friendly advocate


>> What it means is that you still have the option to return the system for a full credit, if that is what you want. If you can provide me with the case number or the name of the representative you spoke with, as well as the date and approximate time you called, I'll be happy to triple check the notes. From what I read, however, the notes do not substantiate your claims.
>>
>> Larry
>> Dell Customer Advocate
>>

My Response:

I am not sure by what you mean re: credit return?"If you feel that strongly about the matter I am willing to make an exception to policy and set up the credit return that you previously requested and then cancelled" Please explain what it is you propse we can do?


In addition, the notes are in error. When I called on May 8, I
>> specifically spoke with a female CS rep who advised me I could call about
>> compensation after I received the unit. She also informed me the unit
>> would be shipped "in just a couple of more days". I called back on May 12 re: the status of shipment. It was then I was advised the unit was at DHL.
I received the unit on May 19th. As all calls to Dell are recorded, I am sure someone could pull the call on May 8 and listen to the rep's response to my inquiries.

>> Sent: Thursday, May 29, 2008 11:42 AM From My Friend Larry


>>> While I can understand the frustration at the delay in getting the
>>> replacement system, the fact of the matter is that exchanges do not
>>> happen next business day and to expect otherwise is unreasonable.
>>> Incorrect information from one technician does not override our policies on replacements.

>>> Rereading all of the notes, the first time I see any mention of
>>> compensation is after you received the system and called back in order to request it. As the support techs informed you at that time, Dell does not compensate for lost time, data or income due to problems with the computer (as clearly stated in the warranty). If you feel that strongly
>>> about the matter I am willing to make an exception to policy and set up
>>> the credit return that you previously requested and then cancelled,
>>> however, we will not be offering any other compensation for the time it took to do a warranty replacement of the system.

>>> Please let me know how you would like to proceed on this matter.

>>> Larry
>>> Dell Customer Advocate



From Me:

No, no problems with the replacmement, but that is not the concern I have or the reason I wrote to you. I was promised an overnight shipped replacement computer. It did not happen. When I expressed my concerns about the delay on May 8, 2008, I was told I could call back after I received the replacement to discuss some sort of compensation for the delay and promises not kept.
When I called back on 5/21, after I received the computer and was able toget it started, I did as I was instructed and called back to discuss some sort of credit or good faith gesture for all of the miscommunication on
Dell's part. Mind you, I have had to initiate every single call to Dell re: these matters.

Dell's agents, and therefore Dell itself, made promises it either could
not or did not intend to keep. Dell is already finding that type of business practice does not play well in NY, per Attorney General Cuomo's office. As agents for a company, that agent is responsible for the content of their discussions with customers. As an agent for Dell, Dell is responsible for properly training their employees.As a customer, I did nothing wrong. The agents could have told me they could not get a system to me in less than a few days. They could have told me I could not receive some sort of credit or compensation for my inconvenience. And I would have had the option to take my business elsewhere. What the agents did, either via ignorance or intent, was agree to things they had no authorizattion to. That is not my fault. I continued with the replacement because I has assurances that the computer would be sent overnight. When that did not happen, I was given assurance I could call about some sort of compensation. That did not happen. Dell has a responsibilty to me to keep the promises made. I have spent far too may hours waiting for a replacement computer, making calls and sending emails because of this. I have lost work because of the agent's error. I have lost time with my family. And your company lost a $1000+ computer purchase by my husband because of the way I have been misled and treated by your company. And you have lost repeat customers, including myself, my huband, my father, mother, sister and anyone else I can find to share this story with.

All that I expected was for Dell to keep its promises. It did not, at any
point meet my expectations for service. And Dell certainly, at this point, does not merit anymore of my trust. I will proceed as neccessary in this matter, and I have cc'd this email to those who may be interested in your company's business practices. You will find it interesting to note that, while on terminal hold with representatives from your company, I took it upon myself to find out just how rampant the issues are with Dell. From the types of computers sold, to financing, to customer service and technical support, your company has serious issues. Granted, most of the complaints and issues deal with far more conerning matters and for greaters sums of money. But, if your company will go as far as they have with me...promising whatever it takes to end the call or retain business...then I can only imagine the merit the other stories I have read contain. As a consumer, I must ask a company to account for its smaller issues, otherwise they become licenses to take advantage of me in larger ways. Testimony isn't hard to find, and credibility, while hard fought to earn, is so easily lost.

There is a lesson here for me to share with my 10-year old son. Promises are words spoken. Credibilty is a promise backed with action.

Sent: Wednesday, May 28, 2008 6:12 PM From Dell:


I would like to apologize for the delay in getting the replacement
computer out to you. From reading through the notes on the case, it
appears there was a problem with the information included on the exchange request and that caused a delay. Once the problem was identified it was corrected and, at that point, the exchange appears to have gone out as normal.

Due to the way in the exchange process works, and the fact that Dell
builds all systems to order (we don't have a stock of pre-built systems),
it normally takes 10 to 15 business days for a system exchange to process and ship. Sometimes a system can be shipped out sooner, but the exact time needed depends on part availability and the specific system being sent out as the replacement. You should have been informed of this by the technician you originally worked with. Since that does not appear to have happened in this case I will be passing feedback on to his manager in order to correct things in future.

Checking the status of the exchange I show it was delivered to you last
week. Have you had any problems with the replacement system or the
return of the original system back to Dell? If so I will be happy to
work with you to get those problems resolved.

Larry Dell Customer Advocate


My Original Complaint:

In short, I was promised overnight replacement of my computer (took 19 days and several calls) and assured I could call after receipt and be "compensated" for the hardship and promises not kept once I received my replacement. I am now told that no compensation, in any form, exists for me or any other customer. This statement is simply not true and in complete diasagreement with what I was assured by phone. I was told there was no one else I could speak with. The employees who made the promises were acting as agents for the Dell company. They are responsible for what they say and promise.

Either: They were not well trained and spoke out of ignorance, in which case, Dell assumes liability for their blunders.... OR
The reps simply told me what they thought they had to in order to end the call. In this case I was strung along in hopes that I did not take my business elsewhere. If this is the case, then the reps deliberately
misled me to get my business...otherwise known as BAIT and SWITCH. Please contact me at xxxxxxxxxx