Dell complaints

[jerair]

Dell says that you should get your computer within a week. Well, lets just say that I ordered mine on March 26th and it STILL HASN'T SHIPPED!
First, the "estimated" ship date was the 31st. Then, after that date passed, the 5th. Today, they changed it to the 12th! It feels like I'm being lied to. I wonder if I'll EVER get my computer.

I tried out the chat support two days ago, to figure out what the HELL was taking too long. It took about 15 minutes to talk to a real person. Well, the person's name was Prashant Saini. Obviously from another country, most likely India. I could tell she had a set of buttons that she just clicked on instead of actually typing everything out.
She wasn't much of a help. Sure, she did upgrade the normal 3-5 day shipping to one day shipping, but that was something that Dell pretty much had to do since they were taking too long to build the computer.
Besides, I live in Tyler, Texas, and the computer will ship from Austin, so the "normal" shipping really isn't much slower at all than the "express".

EDIT:

Today I found out that my computer will be here on Monday, the 9th. I feel better now, but I still wish I would have gotten it sooner.

You see, I want the computer so badly because the one I'm currently is a piece of crap. It's over 6 years old and came with windows ME!
It has a 1GHz athlon processor, a Geforce 2 graphics card (it came with a worse one) and 256 MB of RAM. It's never been reformatted and its so incredibly slow its not even funny. Sometimes it takes over 20 seconds for a menu to pop up when right-clicking the desktop or a folder. It can't even run most flash games smoothly and you don't want to know how long it takes to boot up.

That being said, Dell has managed to piss me off again:

Dell doesn't tell you about the truth of 64-bit processors. I got one, not knowing that Vista will only use 32 bits of my 64-bit processor. And 64-bit vista, I heard, is widely incompatible with a multitude of programs.

Well, Dell lies by witholding the truth about the 64 bit processors. Oh well; I did get a dual core, so its not a completely useless processor now...

EDIT:

Wow, Dell lied again!

After finally shipping my package with FEDEX GROUND, they said it should be here TODAY. After following the package links to the FedEx site, they said its HOME DELIVERY and home delivery doesn't make shipments on monday! (Well, WHAT THE HELL, FEDEX!? Can't you get a freaking order right? I got NEXT BUSINESS DAY DELIVERY and monday's a freaking business day!)
So...

After wasting a lot of my time, it turns out that Dell lied to me and that I won't be getting my package today. I ordered my computer 3 freaking weeks ago and Dell said that on average it only takes a week.

[DOC_Is_Evil]

That is one horrible experience...And sadly, it probably won't be the first, since windows Vista (all versions) are incompatible with just about everything.

[always_screwed]

What, Dell LIES????? Cant believe that...
_________________
Glad I'm out of that shit hole!!!!

[spooky326]

Well, Dell is the Father of All Lies...and he had legions of liars in India to back him up!

[paul_dellcc]

[DOC_Is_Evil]

Unfortunately, they actually will fire people if they don't lie...This is especially true in sales.

[hiwaystar]

Dell lies and sucks and so dose microshafts winblows Vista.
Why did you want to buy a a dell piece of shit after reading here.
You need to read more
_________________
I don't give a damn what it was desiged to do.
what can it do?

[parkrapids041757]

You wrote this on April 5th and you ordered on March 26th? Sir, I am really sad to say this but you haven't even begun to wait for Dell. You will wait and wait and wait. You will be spoken to in languages from strange lands. You will have your call transferred and transferred and transferred--- out of this dimension and into the 'Dellmension". There you will beg to speak to someone in authority who can help. About that time you get hung up on, try to wake up and find it's not a nightmare baby---- you own a Dell!

And if it still says, "Probably a Spammer" under my user name please disregard. I challenge anyone to hate Dell more than I do!
_________________
former Dell lover, got screwed over twice and now see the light!

[W. Senkow]

I am sorry that Dell lied to you. They did to me too. Try this one out. First here's a post of mine on a Dell Community Forum that will provide a background, then I will copy and paste an email I sent to Dan Jeffers, Senior Manager, Customer Care Canada, with copy to Michael Dell, CEO

First the post:

I know I am going to get into a lot of heat over this, but I no longer care what this company thinks of me. I am providing a link below that lists the processors available for the XPS 720 RED,in Canada. For MONTHS now there has been the option to purchase the Extreme QX6800(3.73 over-clocked),a bin+3 chip, for an additional 1100 dollars or so. Prior to my purchase with this option, and still today, it is there for us to see, order, and be billed for it. BUT IT DOES NOT EXIST!! You will get delivery of a chip (Q6800) that can be over-clocked to 3.2 with factory support, and you are on your own above that. But you still have paid for the option available. This has been confirmed to me by the Tech Support for the SECOND time now. The sales rep who sold me this machine confirmed with me that I would be getting the chip that I chose, ordered, and paid for. Again it DOES NOT EXIST. Like me, you will be stuck in a real battle trying to get someone other than tech support to even talk to you.

This is a fraudulent practice that needs to be exposed. So before the Dell forum police yank this thread and ban me, consider the saying 'buyer beware'.


http://configure.dell.com/dellstore/config.aspx?c=ca&CS=cadhs1&l=en&oc=720RV_R_E

----------------------------------

Now the email:

Dear Mr. Jeffers;

I'll be as brief as possible as I suspect that you are a busy man, perhaps even more so due to the season that approaches.

On August 2nd of this year I had sent a bank draft to Dell Canada Inc. for eight thousand dollars. Two weeks after that I ordered an XPS 720 system, including a monitor and sound bar, for a total price of seven thousand, seven hundred, and forty-five dollars with taxes. Once ordered, the system did arrive at my address promptly, in excellent order and condition as I had expected, and in a very professional manner.

Two issues had resulted from the transaction, however. First there was the collection of my 'change' or overpayment, approximately two hundred and fifty-five dollars. The other was the fact that the processor received with my system was not capable of the performance stated within the descriptions of options as listed in the "Build Your System" section in Dell's online store.

I had ordered the system, option by option, with the help of Ian Wagner, my sales representative, by telephone. Upon receiving the quote in my email I had noticed that the specifications, or rather capabilities of the said processor differed from that in which was in the options list. I expressed my concern to Mr. Wagner and asked him to look into it for me. Within a day or two his response was that the specifications that I view in my quote is a software issue within the quote display, and that his quote, perhaps view of specifications, confirms the performance capabilities as on the options list. He assured me that he brought this issue to the attention of those designing the quote system and that the problem will be addressed immediately. That struck me as being odd that this could possibly be an internal software issue, but I trusted him nevertheless. Prior to finalizing my order so that it may be sent to production I had changed my mind on one minor item and that was to include a soundcard that was available. As I had received a revised quote from Mr. Wagner I noticed the specifications of the processor were the same as in the first one. I had asked him to check this again on my behalf, and his reply assured me that the one I would receive would be the same as that I chose from the options list. So I went ahead with the order.

Shortly after setting up my system I had noticed that the performance specifications of the processor was that of which was in the quote after all. I had it confirmed by several Dell technicians by way of support calls. I allowed a bit of time to pass, perhaps several weeks, and since I had not received my 'change' from the original transaction I included this issue as well in dealing with many Customer Care representatives. I made absolutely no headway whatsoever at this level. By the third week of September, a month after I received my computer, my issues were elevated to the Escalations Team for resolution.

Within a week of addressing my issues with this team I received the following response....

-----------------------------------

Good afternoon Wally,

Thank you for the patience in working with me on the current difficulties you have been experiencing with your pending refund and the processor in your XPS 720 (Service tag: 1MH2HD1).

I have confirmed with our finance team that cheque #3600006944 was issued on Wednesday, September 19th, 2007 in the amount of $254.41 for the overpayment on your orders placed with Dell in August 2007. Please note that all cheques are cut from our bank in the United States and sent by post to our consumers; I do apologize for the previous estimated date of receipt provided to you. The cheque may take up to October 3rd to be delivered by Canada Post. Unfortunately, we are not able to provide you with a date specific ETA.

In addressing the matter with your processor, I would like to clarify the abilities of the processor. The Intel Quad Core QX6800, 2.93 MHz processor in your system cannot be over clocked to reach the 3.73 MHz as advertised even with liquid cooling. Unfortunately, this misprint has appeared on Dell Canada's website in the past 12 weeks in error from time to time. The description provided on the website was the only incorrect part and the upgrade price for each upgrade path was correctly priced. Dell has pointed this error out to our marketing team very clearly during this past week and Dell apologizes for any inconveniences this may have caused you. Dell Canada has now changed the website to accurately reflect the processor descriptions. At no point was it the intent of Dell to mislead any of our consumers.

As a resolution to this situation, Dell is extending to you the offer of a partial refund valued at 10% of your purchase price. This offer is in accordance with previous offers. Based upon our records, this reimbursement would be for a total of $701.25, taxes included, to be refunded by cheque to you.

Dell does apologize for any inconveniences or frustrations you may have experienced.

I look forward to your response.

Best regards,
Chantale Perreault

-------------------------------------

To that I replied the resolution was acceptable, and awaited payment.

On October twenty-forth, almost a month later and still not having received the cheque for the processor issue, nor was Ms. Perreault returning my emails, I 'chatted' online with Customer Care. It was at this time that I was made aware that Ms. Perreault was no longer employed with Dell. The result of my contact with Customer Care was that my issue became forwarded. The next day, the twenty-five, I received the following email......

---------------------------------------

Dear Mr. Senkow,



I have been forwarded the details of your contact with our Customer Care department yesterday. As you were probably informed, Chantale no longer works for Dell. I am, however, the case administrator of her department and I have sent in a query regarding the cheque in question. According to the most recent notes I can see, there was a cheque cut and sent out to you. I’m going to need to contact our finance department to find out what happened.

In the meantime, could you please email me the mailing address to which this cheque was supposed to go? I’d like to confirm that proper process was followed on this end.



As soon as I have news, I will be in touch with you.



Best regards,

Marty Schwartz
Team Lead / Case Administrator
Executive Support Office
Privacy Compliance Office

-------------------------------------------

My response to him later that day....

-------------------------------------------

Dear Mr. Schwartz;

First my warmest thanks for your speedy reply. Ms. Perreault resolved upon my behalf two issues. The first was my 'change' of $254.41 as I had sent a bank draft of $8000.00 to Dell Canada Inc. several weeks before I even ordered my computer in August. That issue is completely resolved as I have received that cheque in my favor in the first week of October.

It is the matter of the cheque of $701.25 that I have not received from Dell that remains an issue. Below you will see the text of my last email I received from Ms. Perreault which would have been very late in September. I responded to her that I was happy with the work she did on my behalf and that the matter could finally be closed upon receiving the cheque. I have never received any mail (email or otherwise) from Dell since, except for the chat-log of my query from yesterday, the 24th, and of course yours today, the 25th.

I will close for now with my address and Ms. Perreault's text to follow.

Thank you for your help and interest on my behalf.

Sincerely;

Wally Senkow
(Address)

----------------------------------------------------

Please note, Mr. Jeffers, that included with my reply to Mr. Schwartz I would have enclosed the above message from Ms. Perreault. The next day, the twenty-sixth, Mr. Schwartz replied.....

-------------------------------------------------------

Dear Mr. Senkow,





Thank you for clearing up the confusion on my end – when my finance department informed me that the $ 254.41 cheque had already been cashed, I admit, I was worried.



This 10% offer made by Ms. Perreault appears to have been made most likely right before she ceased being with Dell – my apologies for the mix-up; the transition of her documentation was at times logistically difficult. I will ensure that credit is processed right away, and I apologize again for any frustration that may have been caused by this delay.





Best regards,





Marty Schwartz
Team Lead / Case Administrator
Executive Support Office
Privacy Compliance Office

---------------------------------------------------------

On November seventh, and having long ago lost patience, I sent this message to Mr. Schwartz.....

---------------------------------------------------------

Dear Mr. Schwartz;

When I had purchased a computer from Dell in August for some $7745.00 I had not taken into account that three months later I would still be trying to resolve my issue with your company. When the Escalation Team had it 'finally resolved' in late September I thought it was only a matter of awaiting payment. I realize it has only been about two weeks since the issue has been reopened yet again with yourself this time, but I would have thought I would have received payment by now. Describing the problem over and over again and constantly following up upon it with so many of your staff and at different levels causes me to tell you that I will never ever entertain the notion of buying any more computers from Dell.

Please confirm once and for all as to whether your company will honor their offer to me of late September.

Regards;
Wally Senkow

---------------------------------------------------------

This is the response I received......

--------------------------------------------------------
To Whom it may Concern:

Please be advised that effective the week of November 5, 2007, I am no longer employed by Dell.

Please contact Ian George in my absence (email address omitted for this post) and he will be able to assist you.

---------------------------------------------------------

The next day my message to Mr. George.....

------------------------------------------------------------

Dear Mr. George;

It is my understanding that the issue of payment has been forwarded to your attention. Please keep in touch with me as to what time frame that I could expect towards having this finally resolved.

Thank-you for your attention;
Wally Senkow

------------------------------------------------------------

Mr. George's response, November ninth.....

-------------------------------------------------------------

Dear Wally,



Thank you for the e-mail. I’ve looking into why you did not receive a cheque from Dell. The credit memo from the partial refund was issued on memo number 187571088 for the sum of $701.26. Unfortunately Dell’s finance department hasn’t responded to me as of yet; therefore, I will be asking them on Monday to manually cut a cheque and courier it to you. This process will take about 3 business days so you should have your cheque on Wednesday/Thursday of next week.



Please informed me on Thursday evening if you have not received the cheque by then.



Sincerely,

Ian George
Executive Support Office
Privacy Compliance Office

------------------------------------------------------------

Since it has been well over another week now, it brings me to the point in which I am writing to you, Mr. Jeffers. I should have realized much earlier that the payment of some seven hundred dollars is not forthcoming, and that there was never any intention by anyone at Dell to have followed through with it in the first place. Although I am disappointed in that it was not handled in a manner that was more professional, I do wish to offer the following observation. If all customers had been treated in an equivalent manner then certainly it would have resulted in some to have had their feelings hurt. I am not going to take my experience with Dell personally, but instead I am going to take this opportunity to thank you for your time in reading this letter, and to wish you and yours the very best in the upcoming holiday season.

My warmest regards;
Wally Senkow

[OSRI]

I pulled up your tag and you have a CR706 QX6800 B3.

The second post down in this topic might be helpful to you:

http://www.dellcommunity.com/supportforums/board/message?board.id=Tech_Talk_XPS&message.id=7216&c=ca&l=en&cs=cadhs1&s=dhs

Hope that helps!

[W. Senkow]

OSRI, are you ever quick and willing to help! Thanks for that info, it certainly is appreciated. My first order of business when I set up was a complete format of the OS. That was part of the deal when I ordered it, that it must be a clean install. I went through the routine with Tech Support for good measure. They would NOT however have anything to do with the notion of stepping up the proc from bin1(3.2) to bin3(3.73).

I should tell you that upon ordering in CANADA the H2C no longer offered the 3.73 o'clocked option for the issues discussed on the thread referred by you, while the regular XPS 720 which is the non-liquid cooled that I have offered the option. You would think it would have been the other way around. But the option was there for months and it was probably due to my exposure that the correction was made on their site for ordering. Note Chantale's email to me. It was within 15 minutes of me receiving it that the website was corrected. Also she refers to the availability during a three month period as an error, and not trying to mislead the public. Yet I had given my sales rep plenty of rope to verify the capabilities, but chose to hang himself with it so to speak.That post on the forum that I included above raised a real ripple through the whole sales staff. That option, or description rather should not, I repeat should NOT have been there for the public to order from.

At this time, whether a fan-cooled XPS 720 can be oc'd to 3.73 is moot considering what has already been done. I am supplied with a bin+3 chip capable of bin+1 performance due to cooling issues. It's just that it should not have been a selling feature by stating it's factory oc'd to 3.73 when in fact it isn't.

I really respect and thank you for your interest.

[OSRI]

[paul_dellcc]

[parkrapids041757]

First, thank you for replying to my Jul 29, 2007 post on November 18, 2007. Somebody else must not be looking around here too much.

Second, after reading your smart *** post, I thought I had really screwed up and followed the link you posted. It said it was only available to moderators.

"Sorry, but only moderators can read topics in this forum."

No access. Think before posting maybe. Again, somebody else must not be looking around here too much.

I spent an entire night from sundown to sunrise reading every post I could lay my hands on after being screwed over by Dell, read the rules on posting and the lot of it. I looked around here probably too much.

Also, I sent a message to the moderators of this forum after first seeing that very mature, adult, marketing genious "Probably A Spammer" label on my first post. I still seem to be waiting for an answer.

Do they have an IHateTheIHateDellWebsite.net? What a bunch of clowns. I'm sure this post will disappear within minutes if it ever makes it in the first place. Doesn't matter. I'm done posting on this site.

Look up the words "business" and "professional" in the dictionary and go take a flying leap into your local business college.

This site has to be a high school class project gone bad.



PS: Mr. Senkow, THAT was one heck of a complaint process. You were incredible. Patient, professional and never gave up. Incredible. Way to go after them!
_________________
former Dell lover, got screwed over twice and now see the light!

[W. Senkow]

Thanks parkrapids for your interest and comments!