Dell complaints

cellington · one bitch wonder Joined: 10 May 2007 Posts: 3

Three weeks ago I purchased a Laptop and Desk top computers. Everything arrived on time as promised. What didn't arrive was a mouse for the desk top. I have been calling, emailing, chatting, and a week and 1/2 later, I still have no mouse. I haven't even turned the computer on yet. I have threatened them and all I hear the their idiots in India is "Don't worry, I will help you".
My second issue is, the Webcam that was included in the bundle with the laptop isn't compatible with Windows Vista. Dell's tech support tells me that they don't support other vendor's software, so I will have to call Creative. I said, you sent this with your computer, you need to help me. That got me no where. I finally went on the Creative website and downloaded a beta driver for Vista.
I have Dell one hour to call me back yestereday after the rep said she would skip her lunch to resolve my issue. They still have not called back, so just like I promised them, I will ship back the desktop with no mouse today. If anything else goes wrong with the laptop, it will go back too.
How does this company stay in business???

Rocke_T_Sinetist · Posted: Thu May 10, 2007 12:39 pm Post subject:

I hope this reaches you in time. Do NOT just ship it back! Without an RMA they will refuse shipment, or accept it but there will be no record and you won't get a refund.

Call Customer Service (NOT Tech Support), tell them the order was defective and Support is not supporting. 'Defective' is the magic word, without which they will charge return shipping plus 15% restocking fee.

Go get an HP at a store. Not that HP is 'better', but the fact you have a brick and mortar location to complain to makes it much less likely for this type of nonsense to happen or to go unresolved.
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Rocke T Sinetist
as in, 'it doesn't take a...'

DOC_Is_Evil · Hates with a Vengance Joined: 20 Apr 2007 Posts: 76

Dell stays in business by offering the cheapest computers available to people who have never bought a computer before (and therefore do not know that what you pay for is all you get)..However, their market share is declining as more and more people complain...If they continue down this road, there is no way they'll be able to survive.

cellington · one bitch wonder Joined: 10 May 2007 Posts: 3

Thanks for the advice. When I called and selected the option for returning a product, I was actually able to speak to an American in the North East. She talked me into taking a $75 credit and purchasing the mouse locally. I agreed to this arrangement. She also gave me her number and told me to call her if I ever have anymore problems with my computers.
I went to Dell, not only for the price as I received a company discount, but, also from what I have experienced with my Dell computer that I use at work. I have never had a problem with any of the Dell's at work.
I hope I have the same luck at home.
As far as their customer service, Dell will have to learn the hard way, just like Chase Mortgage, who has moved their customer service back to the good ole USA.
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Why does this always happen to me?

DOC_Is_Evil · Hates with a Vengance Joined: 20 Apr 2007 Posts: 76

xp.user.1337 · Posted: Thu May 10, 2007 7:44 pm Post subject:

Rocke_T_Sinetist · Posted: Fri May 11, 2007 11:18 am Post subject:

cellington · one bitch wonder Joined: 10 May 2007 Posts: 3

I purposely called Dell from work on my recorded line. I saved the wav file to my computer, so if they don't cough up the $75, I will send them the wav file and a letter from my corporate attorney. That always seem to work when I get into bad business dealings like this.
I spent $42 on a wireless mouse that works great, so for right now I'm happy.
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Why does this always happen to me?

Rocke_T_Sinetist · Posted: Fri May 11, 2007 1:16 pm Post subject:

Corporate attorneys with recordings is one thing Dell responds to. (Credit card chargebacks and institutional customers over 2000 systems are the others.)

Enormously wasteful to take a half-hour of a $100/hour lawyer's time to clear up a $75 disagreement. But that's what Dell is counting on.

Surprise them, should it come to that.
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Rocke T Sinetist
as in, 'it doesn't take a...'

DOC_Is_Evil · Hates with a Vengance Joined: 20 Apr 2007 Posts: 76

ojchillinndc · Hates with a Vengance Joined: 11 Apr 2007 Posts: 51

You should wait at least 10 days before you make your next move. When Dell offered me a $50 refund, they said it would take 7 to 10 days to reach my account and in 7 days it was there.
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I'm burning in the depths of DELL!!!!

darkness · Posted: Wed Jun 06, 2007 4:39 am Post subject: