Dell complaints

[professorkev]

What on earth is Dell doin? I called 7 days ago to return a camera and lens, unused. went online to chat for RMA and told the order is placed in a hold status (I already have and paid with my Visa for the order.

I try to get an explanation and all I get id trnasfer to this and that and always the same customer service # (I no it's not the rep's to blame) it whoever is a supervisor. I have tried everyday to get someone to clear this "hold" and all I get someone will contatc you, I PROMISE within 24-48 hours" today I was told he will send an email most urgently to the Dellcard collections and Fraud prevention Dept."

Is there a direct #?
can someone here tell me why that put my stupid order on a hold when I already paid for it? (#599828715) $4700.00

I have already called my bank to start a dispute process, thus will probably just send it back without RMA. How big of a problem will that be?

[Rocke_T_Sinetist]

Don't return anything without RMA. That's equivalent to setting it on the sidewalk, and it could cost you the backing of your creditcard issuer.

Dell DOES respond to creditcard chargebacks, only because they have to or they can lose their creditcard marketer status. Don't worry about the hold on the RMA. Remember the '48 hours' they promised? The RMA will be in your hands within 48 hours of when they receive the chargeback, I guarantee that.

Dell drags their feet on everything, and everybody you talk to blames it on someone else. Characteristic of doing business with them.
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Rocke T Sinetist
as in, 'it doesn't take a...'

[professorkev]

Well The CC issuer put my charge in dispute, but will not do a chargeback until I at least fax back the dispute form and I think I have to ship it back for CC to charge it back.

Why on earth would Dell put the order into a "hold status" to begin with? afterall, the charge went through without a problem and was received without a problem. is it because it was a first time purchase?

Is anyone hear able to see what dept. put it into hold status? or give a number of a dept. to call? very frustrating, especially since when I put the request in it was day 20 (return policy limit)

[Rocke_T_Sinetist]

[professorkev]

I just remembered, the weitd thing is the hold was in place BEFORE I equested refund. I called them and at first asked for the "status of myorder" and was told they couldn't do anyhting, not even tell anything about delivery because the order (not the customer account) was in a hold status.

[Rocke_T_Sinetist]

I'm a little confused, that the order is on hold and yet you have the product. Obviously they're not 'holding' the charge, it's already on your CC bill. Mean, the product didn't show up on time, you called for status, they said 'hold', then the product showed up, then you decided you didn't want it, called to return, and now the hold is blocking RMA?

I was in engineering, so I can't explain what sales is doing, other than holding your money for which they're notorious. But the one characteristic that is consistent is that you can never get a straight answer out of Dell, and that must be the way they like it because it's the most consistent characteristic of dealing with them.
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Rocke T Sinetist
as in, 'it doesn't take a...'

[professorkev]

yes that is correct I already paid for and received order I called up and asked about status BECAUSE I emailed for a rma. I then went through chat first to question where my RMA was, and was told about the hold status, then I called th number I was told to and informed they can not help me on this order due to the hold p[laced on it by the Credit Card verifications and Fraud prevention depts. My only guess is that because I placed a new order with them at my new home, even though I ordered from them in the past, but I used a new customer profile and such so that the order wen through w/o a glitch.

The order went through wiht no problems and CC issuer said it had no problems with it either. Funny how Dell is that they would put a hold status on the account even though I received and paid for the order with Visa. What bothers me is no "manager" has called me. And if they think it was a fraud purchase then they should have called.

Is there a direct number to the fraud/verification dept. on american soil?


MAn if I were a Dell rep I'd quit.

[Rocke_T_Sinetist]

Quite right, doesn't make sense. If they honestly thought they had a problem with the account they wouldn't have shipped you a $4700 product. So they're lying. No surprise there.

Ah, you emailed for RMA, then asking about it when it didn't show up, discovered the hold. Nope, I don't know the basis for that procedure, other than holding your money, for which they are again, notorious. Also don't know any direct numbers into Dell that actually solve problems or give straight answers, if such thing even exists.

Also nope, Dell will NEVER notify you of ANY change in what you were told on the phone. They cancel and renege on promises all the time, whether it's ship date, zero interest offers, system exchanges, system specifications, warranty fulfillment, refunds and other adjustments, or even "somebody will call you in 24-48 hours".

Sadly, after their meteoric rise in the 90s in both quality and service satisfaction, today the only way to get Dell to respond to customers in a timely and honest manner is to buy from HP. That's what it's come to.
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Rocke T Sinetist
as in, 'it doesn't take a...'

[hotrodlincoln]

[professorkev]

I'll be mailing them my foot up their are! )