Dell complaints

[Liolie]

Luckily my problem is solved, but I decided to write what happenned on this board to let all of you know.

This have been experienced with Dell Canada.

The 15th january 2005, I made an order for a laptop of a value of 3400 cnd. I was happy, since I had been able to negociate and get the rebate for the internet orders although I was calling(I don't have a credit card to do a so large internet buy). So I called a saleman and proceed to the order and said I would pay using the bank transfer method.

The next day, I went to my bank to do the transfer. However, I have been told by the person at the bank that since Dell doesn't have the same bank, because it would cost less (bank transfer cost some 30$) and for some other technical reasons, it would be better to send Dell a secured check and sent it to them with the bank internal post.

Being a bit septical, I called Dell before changing the paying method. The person I contacted said that there would be no problem and asked me my order # to change the order details. Knowing that, I told my bank it would be ok, and they took the money from my bank account and send them the check.

I had been told that the check would take 2 days to reach Dell's bank, which is in Toronto, Ontario (Me being near Montréal, Québec). So 3 days later, verifying on the website, I see that my order was still waiting for the money. I called Dell and they told me it could take some time for them to register the check in their things.

So I waited a week. Nothing was changed on the order status. I called again. They told me they had received nothing. I waited one more week. Same result. I called the bank and they told me they did brang the check to Toronto and that the money was putted into Dell's account.

In the meanwhile, I learn that instead of the 9-cells battery I asked for, my order had a 6-cells battery. When I called, I have been told that it was impossible that it was a mistake of the saleman, but I must have changed my mind. He told me that it was impossible that the 9-cells battery price could have been included in the price of the order and that I would need to send more cash. The problem with this is that I did not want to send another check, as they had not found my first one already. The only other option was a bank transfer, but a bank transfer cost 30$, thus almost doubling the 40$ cost of the upgrade!

This is where the phone nightmare start. I called the customer number, having the proof from the bank. I have been told by a person to wait some more. I wasn't satisfied with his anwser, so I called again so I could talk to someone else. The next person that talked to me told me that he could not help me and that he will transfer my call to the financial dept..

What you need to know now is that the mojority of people in Québec talk in french, including me (my english writing isnt so bad, but I can hadly speak about financial stuff). When I was tranfered, my call ended to a person that can't talk any french. However, I have been able to make the person transfer me again to get a person that talks in french. Now, you know that my problems don't end here. The financial dept person told me it was a problem for the customer care.

I called the customer care again and the person told me he would send a email to the right person so the transaction could be found. I have been told to wait another week. You guess it : no news after a week. Now, I think that after this, I had called so many time that a note was written in my account, because each time I called after this the person would take to me in a strange way after I told them my order #.

So I called a few times, and after having been transferred to the technical dept. 2! times, having the phone drop on me a couple of time and having been transfered to an english person many times, I get tell to wait more, as my money had not been found, that maybe they had not received it. I asked to talk to the manager, but they did not want. Each call taking about 1-2 hours, you can guess I have been on the phone more than 40 hours.

To make this short, I have been waiting few more weeks, calling twice per week. So we are now in March 2005. I called them one more time, but this time saying that I would contact a lawyier. I was then transfered to a manager in a matter of seconds (and he was able to talk in french, mind you). He told me to explain my situation and I did so. He then told me he would fill an Official Complain Sheet or something like that. He also told me to wait some more before going to see a lawyier.

Then I waited two more weeks. After this, I have been called saying that they had found my money and that my laptop would go in production. This was a wednesday. Happy with this, I went to check my order status online each day.

But my problem does not end here! Saturday morning, I decided to see the Dell website update (which occurs of Fridays). To my surprise I see that their laptop had majors updates and that all prices were much lowers(9200->9300 change). For the price I had paid almost 4 months ago, I would have been able to get a much better computer. The same laptop than I ordered would cost me 6-700$ less. So only 2 days after having 'found' my money, they changed all their prices!

On the Monday morning, I called to cancel my order. The saleman told me it was to far into production to cancel this. Then I called the manager, and he told me this was ridiculus and that he would gladly cancel my order and wish that I would enjoy buying one of the new models.

No need to tell you I have not bought any dell computer...

[ShaftDu]

bonjour!

sorry, my mom is french candianne, i only know the basics .


well the good news you got your money back, models change like hot cakes. Computers are not cars. New models are sometimes cheaper. WHY? I have no idea.

[paul_dellcc]

I'm sorry to hear that Dell screwed a customer AGAIN

If you didn't recieve your check back, call Customer Care and tell to the rep to go to Livewire and fill out the Cancelled Order Check Refund.

You should be getting your check back in less than 14 days.
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I see DELL people!!

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