Dell complaints

[smmmokin]

I got a computer through Dell financial services. I lived out of town at the time so used my friends name and address. Dell had my SIN number, my bank info, and my email address. I find out 2 months later that somehow Dell said that its not under my credit but my friends

After dealing with that situation I got an email from Dell saying its under me and that its not a problem. A few months later Dell phones my friend cause I missed a payment. They told him its under his credit and to go to the police and file a fraud report because I used his SIN number and agreed to put it under his credit because I was declined. Even tho After I got the computer, I bought a car, got a $1000 credit card and a $3000 loan from my bank because of my "Amazing credit for someone my age"

Long story short Dell said they fixed the problem but didn't, refuse to do anything about it and after countless calls and emails there only solution for there screw up is to have fraud charges pressed against me. Apparantly my friends credit is screwed because of this and he can't get anything on credit because of the balance on the computer. If Dell would have said they didn't fix the problem, I could of found a way to pay this off ASAP. And not have him go to the cops to file a fraud report so his credit can go back to normal. Frustrating.

[Family_guy]

I am not a fan of Dell Financial either but something seems very fishy about this story.

[Rocke_T_Sinetist]

I dunno. If they can charge one person for two computers, one of which he never bought, they can charge two people for one computer.

The part about not being able to straighten it out is dead-on. Once DFS screws something up, it stays screwed.
_________________
Rocke T Sinetist
as in, 'it doesn't take a...'

[Family_guy]

[FallenAngel]

See, what I don't get is how the OP says that Dell is claiming the credit line to be under the friend and not him personally if the only info that wasn't his own was the address. Credit lines are not tied to addresses but banking info, SIN numbers and so forth. Everyone who has ever applied for credit knows that. It would be a true modern day miracle to see how Dell managed to tie a credit line to an address.

This whole story reeks of BS.

[Rocke_T_Sinetist]

Yes, shipping address does not equate to line of credit. I dunno if that's what he meant to say, or if that's what he said to mean.

But I sure the hell can't tap into my rich sister's LOC by quoting her address over the phone.
_________________
Rocke T Sinetist
as in, 'it doesn't take a...'

[FallenAngel]

Something just ain't right about the OP's story. If it could be tied to an address, we'd ALL be doing it to our richer than rich relatives, or people we know to be well off.

[smmmokin]

k you guys are saying this is fishy. This board seems to be the best one so for those who care after this post, I will take the time to post emails from dell, and provide as much information as I can. It is fishy, it doesn;t make sense, it should take more than a name and address, but I will explain in my next post. it will be a book but I will make the whole story availeable for those who care because I am extremely pissed at dell and am tired of this.

I want to thank those who took interest and took the time to respond to my story so far. If a lawyer reads this and I have a case let me know. Thanks to those who took interest tho. I repect and value any and all comments and/or suggestions

-Trevor

[smmmokin]

I've erased account numbers, last names, and any other personal info but nothing here has been changed. Its all orginal.

Alright here is every personal detail. if any of you have questions, feel free to ask. I want suggestions and comments from anyone who can help or suggest anything. Please. and Thank-you.

I bought a computer from the source and it lasted 1.5 months and I'm still paying it off. My friend Kevin owned a Dell for years and I need to say Dell makes the best computers. asides from horrible customer service, and financial services, no computer compares. Sturdy, well built, and well worth the cost. So I decided to go online and order an XPS M1710. Its features are amazing and I'm amazed how well it stands up. sure theirs a few problems, but nothing I can complain about really.

I lived out of town and on their site it said that they only deliver to physical addresses. Since we only had a P.O. box I asked my friend Kevin if I can send it to his place. He agreed so I used his address and due to problems with showing Identification and not having matching information for previous deliveries, I used his name also.

While on Dells site I gave them my bank account information to take payments out of, my birthdate, my name, my email address, and my SIN number. But for shipping information I used My friend Kevins name and address seeing as how he lived in town for delivery.

All was fine and the computer arrived within days. extremely fast shipping I was also very happy with(Dell isn't all bad. we have to admit that at least) A sticker was left at his house so we drove to the Co-Op where the delivery service was located and he got my computer for me. We got back to his place and I opened it up. Started it up, and everything was fine.

A little while later he got a letter in the mail with his name and address and it was a contract. I told him how it was under me and just shipped to him and he was questioning me why he was getting mail from dell. It was delivered to him so it made sense how the mail went to him. the thing that made no sense was how it was his name on the contract.

Here is one of the first emails I had from dell. This is my bank info

Dear KEVIN XXXXXXX

Your first monthly payment of $88.73 for your account number 063608600XXXXXXX will be debited from the financial institution account you provided to us on February 8th, 2007. Your payments will continue to be debited from the same account on the 8th of every month or the last day of the month if there is no such date.

Please review and confirm the last digits of your financial institution account information below, the first digits have been encrypted in order to protect your privacy:
Financial Institution Name: ALBERTA TREASURY BRANCHES
Financial Institution Number: XX19
Transit Number: XXX69
Account Number: XXXXX9801

Here is an email I sent Dell with their reply

Can you please give me a call back so that I can help you in regards .


Thanks & Regards ,

Sandeep Gupta
Sr. Finance & Sales Representative


Email: sandeep_gupta@dell.com
Tel : 1.866.489.3355 ext. 72426
FAX: 1.800.387.5753, To my Attn.72426
Customer Care/Tech Support: 1.800.847.4096

If you place the order online you can use my sales rep. ID. 1301 .

How am I doing? Please provide any feedback to my manager at anantha_inti@dell.com
____________________________________________________________
Don't forget to ask me about our weekly specials on:
* Dell Printers, and TV's or visit us online at: www.dell.ca/peripherals
* Online training for your home and home office: www.dell.ca/Learn
* Low monthly payments with Dell Financial Services:

-----Original Message-----
From: Trevor
Sent: Wednesday, March 28, 2007 3:36 AM
To: Gupta, Sandeep
Subject: RE: Dell Order Summary for order number / Description du produit Dell pour le numiro de commande #XXXXXX

K this is screwed up. when I bought this computer it said that it had to be shipped to a physical address, no po boxes. so I got it sent to my friends and got it sent under his name. his name is Kevin . My name is Trevor . I gave you guys my social insurance number, my bank information, its all me. This is my email address. But supposedly the computer is under his credit not mine just because I gave his name and address for shipping. tell me whats going on. This needs to be fixed. Whats the point of giving my sin number then anyways? let me know whats going on.
Thanks

-Trevor

Again I'm being honest. Here is an email stating that I missed payments

July 11, 2007
KEVIN
Dear Sir/Madam:
Re: Account Number:

Payment Due: $88.73
Miscellaneous Charge: $0
Late Charges: $0
Total Past Due: $88.73 Tax(es) Included
Payment on the subject account is now past due for a total outstanding of $88.73. With your authorization, we can re-submit this payment to your account. Please indicate when funds will be available. If you prefer, a replacement cheque can be mailed to:
Dell Financial Services
PO BOX 8759
Station A
Toronto, Ontario
M5W 3C2
If payment is not received within ten (10) days of the date of this letter, further action on your account may be instituted.
Please contact our office immediately to confirm that payment has been issued.
Sincerely,
Deboarh
Toll Free: 1-877-247-4490
Fax Number: 1-888-863-8584
www.dellfinancialservices.ca

Another email I sent Dell. After arguing with my friend and have him tell me how dell told him I commited fraud and he needs to go to the police to file a fraud report. I sent another email, he called some more and I got this email from dell

Hi Trevor
There is now a note on the contract that we are authorized to speak with
you.
A payment of $88.73 has been submitted today.

Regards,

Leanne Hart
Client Account Services

Dell Financial Services
1-877-272-2012
www.dellfinancialservices.ca




-----Original Message-----
From: Trevor
Sent: Wednesday, July 11, 2007 7:42 PM
To: IVR Client Acct Serv
Subject: RE: DPA Dell Financial Services

Hi,

Long email but it explains everything. please read. thanks

My name is Trevor Kevin is my friend. his phone
number is XXX-XXX-XXXX you can take the money out of my account (Trevor
XXXXXXX) again at any time. I tried to explain to to you guys but
since my name isn;t on the accoutn you won't let me. and kevin won't
talk to you because he says this is stupid and told me to deal with.
When I bought the computer it said you will NOT shit to PO boxes. so I
put his address. and the company in town that delivers needs ID with the
same name AND address so I put his name with his address. Its my SIN
number, my bank account info. But his name and address. I don't answer
my phone when you call because I was told before I can't talk to you
guys because its not me on the account. So I'm not even bothering
anymore. ythe money is in there and was when I emailed you guys twice
already telling you this exact same thing. I'm not being rude, its just
that everytime its a new person I talk to. and you have no clue whats
goign on. you see it as it is and have rules you have to follow. so I
try to explain it to you, but next time its someone else. its like
tryign to climb up a hill with a car tied to you driving down the hill.
So I dunno. kevins number is at the top if you want to call him but
yeah. take the money out.
its good to go.

-Trevor

And one last email. apparantly months later we find out that they don't say that its just specificly the computer registered under me and that its still under Kevins credit. They found a nice loophole I guess with this email. And its my fault I never read between the lines and figured this out. apparantly my past emails didn;t explain my problems enough and now they can just say that they told me the computer is registered to me but its not in my credit. Now days I guess if your not a lawyer, corporations can get away with anything. Anyways here it is. I'll explain more afterwards.


> Dear Trevor Wolosiewicz,
>
> Thank you for contacting Dell Customer Care.
>
> After further review of your account, we have found that the computer is registered in your name. We apologize for any inconvenience that this situation has caused you.
>
> Your case reference number pertaining to this e-mail is: 1608XXX
>
> Should you have any other questions please do not hesitate to contact us
> at www.dell.ca. Please choose Support & Customer Care.
>
> How are we doing? If you would like to provide feedback or feel you
> have an unresolved issue please feel free to contact our Case Manager, at Ca_OI_CustomerCare@Dell.com. We appreciate your comments.
>
> Please be advised you may receive an email survey from Dell directly related to the service I have provided you today. I thank you in advance for taking the time to submit the survey, as your feedback is very important to us.
>
> Regards,
>
> Kristina B.
> Dell Customer Care
> ca_canadacs@dell.com
> Phone: (800) 847-4096

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


So thats the end of the E-Mails. When I got this email, after all the phone calls an emails, you would be guarenteed they would understand whats going on. But being tossed from person to person I have discovered that its impossible to solve anything. Kevin got declined for credit due to this computer which should be my problem not his.

Dell told him to go to the police and file a fraud report with them to remove this from his credit. SO we went to the police and the police told us this is not fraud. its not a case they deal with and its more of a civil matter and a case where lawyers need to be involved.

I'm not goign to explain more because I could go on for ever with more details and information so I'll leave it up to those who care. Ask me a question, I will give you an answer. Some have said this sounds fishy, then let me know what sounds fishy now lol. I don't even know what to say at this point because dell says go to the cops and the cops say they can;t do anything, meanwhile because I missed payments and it should be my own problem, it has become my friends problem and I;m so stressed out and sick of fighting with him and dell and having to go to the police and waste my time because dell used a name and address to put this computer under his credit.

I know it makes no sense. the cops don't get it, I don't get it, Kevin doesn;t get it, friends, family don't get it and neither do you guys...fun eh?

-Trevor

P.S. On a lighter note, sorry for the spelling and grammatical errors. I can barely put up with going on and on and on with this crap, and am just looking for some sort of shining light. I don't even care anymore. This is such a stupid thing for a company to do. I'm sick of commercial giants screwing up and not giving a shit. They don't even care how misserable they make people and they can screw up lives and who cares. They have their money. is sickening. NOBODY should ever have to deal with anything like this. If anything, anyone who reads this, keep this in the back of your mind. Learn from this stupid crap...ANY comments welcome. Thank-you

[Rocke_T_Sinetist]

It's easy enough to explain what happened and why. I don't think I know a way out of it though.

First, Dell has so much internal fraud, e.g., employees ordering things shipped to them on someone else's DFS account, that they insist that everything--all names, addresses, phone numbers--match. Works great, doesn't it? So they're billing Kevin's name with his address and YOUR account and SIN. Those DON'T match, so the bank won't pay it.

Second, again due to internal and external fraud, Dell won't talk with you unless again all the information you give them matches what they already have. This even happens to customers whose transactions were simple--same last name, phone, address, no cross shipping--but the husband bought it and the wife is calling or vice versa, or the agent typo'd the original data so it doesn't match.

Third, once Dell makes a mistake--particularly DFS--literally, no one you talk with has the authority to fix it. You'd think a supervisor would, and perhaps they do. But the agents get downrated for referring calls to their supervisor, who is typically a lazy chump who doesn't want to do much of anything at all. In other words, the phone agents are given the responsibility to "solve it" on their own, but not the authority to do so. So they give you the runaround. It might be more understandable if they just came out and explained that to you, but that would be 'honest' and Dell has a policy against that.

Dell also has a policy against giving a flying f**k once they've got your money or your name--or even somebody else's--on a contract. There's just no motivation to actually solve ANYthing, and the procedures and metrics are stacked against you. This is why never to do business with Dell, and most emphatically NEVER use Dell Financial.

Anyone know how to get through to them? There is an escalation process for technical problems, but it does not exist within DFS that I know of.
_________________
Rocke T Sinetist
as in, 'it doesn't take a...'

[FallenAngel]

Well I know for a fact that when you use a credit card and the details don't match up, at least one company (Visa) actually calls you to verify that YOU made this purchase and not someone else who used YOUR info and THEIR shipping info. Unless it's online and you then have an option (to avoid this scenario) to have it shipped to a different address than that of billing.

In the case of DFS, I can't hardly believe that this took place. I think the best place to start would be the bank itself, and explain what's going on to the branch Manager. Explain that this is YOUR info but a different shipping address. With any luck at all, the bank would forward the auth to get payments processed, you'd have learned a lesson, and never use DFS again.

If it were me, I'd start with the bank. If that fails, then try to secure the funds to pay for it outright and do so - then cancel the DFS account, which I know they can do at Dell Financial.

The police won't treat it criminally because quite simply, there is no fraud here. There are internal screw ups on Dell's part and miscommunication between paying for it, but that's about it. You'll never get this sorted out through their DFS department because though they have supervisors on hand, not one will or can do anything about it without a Lawyer involved.

Contact a Lawyer locally who specializes with business matters, and most will offer a free consultation. Use it. Use this as a last resort if all else fails, because your nightmare is just beginning.

[smmmokin]

Well bassicly from what dell is telling me, If I would have got it shipped to my place of employment in town, then my employers business would be paying for it and it would be under there credit. I could of put Jeery Seinfelds name and his credit would be screwed right now. its dumb.

Thanks for taking the time to post. Any more comments or suggestions welcome. There will definately need to be a lawyer involved. Because as it sits, my friend will have ruined credit, or he will try again to file a fraud report to get it off his credit, then I'll go after dell for that damage.

Either way along with hiring people to deal in customer service who can't properly speak english and understand and/or help you, to not try anything to fix a problem, to say details have been erased from previous contacts so the problem needs to be explained again, and on and on and on...They need to change their practices.

Thanks again everyone.

-Trevor

[FallenAngel]

Trevor, if you're going to involve a Lawyer, make sure that you go after DFS in particular. There's no way that a credit rating is tied or ever would be tied to an address. DFS is up to no good or fucking something up behind the scenes here, and perhaps it's time this was brought to light.

It's not like you were the first person to buy a system and have your info used but shipped to a neutral address that ain't your own. So there must be something so much more to this. Focus on that.