Dell complaints

torq455

Yeah, I 'm a noob here. I have to say I love the site! I am surprised at how long Dell has sucked, how many people with similar problems there are have been and nothing has changed.

The short version:

My issue began just over a year ago. My wife ordered a battery for her laptop. We got one invoice and two separate packages. One was the battery and the other was a BIOS update. About 3 weeks went by and we noticed our bank account was double billed for the battery. My wife called customer service, explained what happened, and was told that we should see a refund within 16 days. Obviously, we didn't receive the refund. Another call was made which ended up talking to the ONLY supervisor/manager in this big call center. He was THE rudest representative we have ever heard of. With the Indian accent, it was difficult to understand him. When asked to spell his name, he refused. When my wife told him she is having trouble understand him, he hung up on her! She went through this a second time and ended the call in tears again. Now I'm dealing with it. They have known for a year now they took too much money, haven't sent another battery, and refuse to give a refund. That sounds like theft to me. After I called twice and was told there is nothing anyone can do since it's been so long, though it's their fault, I asked who do I should sue then? Your supervisor, since, apparently, he seems to be the CEO of Dell?

My thoughts are to contact the BBB and file a complaint. Contact the local news--those guys have resources unavailable to me to investigate. Hopefully TV exposure will put pressure on Dell. Maybe contact a lawyer to see if there are laws that will help in this case. If a lawyer does get involved, I should be able to sue for a years worth of interest too.

If anyone has more ideas, please let me know. Dell WILL NOT WIN!!!

Thanks!
_________________
Reguards,

Andy

With Dell operating as they do, how in the world are they still in business?

Rocke_T_Sinetist · Posted: Thu Nov 06, 2008 6:32 pm Post subject:

As you've found, Dell is unresponsive. They double-bill on purpose, and then refuse to resolve it. We've heard this story again and again. Please don't tell me you have a Dell Financial account. They will bill you for product you never even heard of much less received.

You should never have given them your ATM/account data. A credit card company will dispute billing errors for you. Perhaps the bank will, but their terms are a lot less favorable than credit cards.

Outside that, your best bet is BBB and media.
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Rocke T Sinetist
as in, 'it doesn't take a...'

torq455 · Posted: Thu Nov 06, 2008 6:37 pm Post subject:

We used our bank card. Already talked to them. Their dispute time is only 120 days. It took that long to send several non-responsive emails. No, I don't have a financial account through Dell--whew.

I'm filing a complaint through the BBB as I type this. I still plan on contacting media for more exposure. Man, what crooks!!
_________________
Reguards,

Andy

With Dell operating as they do, how in the world are they still in business?

Rocke_T_Sinetist · Posted: Thu Nov 06, 2008 7:16 pm Post subject:

You see, Dell's stall time also feeds into the fraud. They make you think they are resolving it while your time runs out for filing an external complaint. That's why I say it's deliberate and systematic. This isn't the first time this has been reported. They do the exact same thing with warranty complaints.

Yes, Dell is a crook. I'd give my financial data to a Nigerian email prince before I'd give it to Dell.

It wasn't always so. As late as 1999, Dell was a solid company with a sterling reputation. At which point--you can almost see the wheels turning in the managment offices--they decided to use their reputation to rip people off unaware. Dante would be envious--or sue for plagiarism.
_________________
Rocke T Sinetist
as in, 'it doesn't take a...'

torq455 · Posted: Thu Nov 06, 2008 8:20 pm Post subject:

I told the BBB that Dell knows what they did and should not be allowed to just make a refund and continue on. They nee dto pay a large penalty for what they have done to us. Whether it be financial or jail time. This has gone on far to long for too many people, and it has not been corrected. I have requested a full refund plus at least a years worth of interest.
_________________
Reguards,

Andy

With Dell operating as they do, how in the world are they still in business?

torq455 · Posted: Fri Nov 07, 2008 6:31 pm Post subject:

Funny. I filed a complaint with the BBB around 8 p.m. last night, and someone from Dell called me today at 5:00 p.m. He said he most likely will be able to refund my money. He'll call me on Mon. or Tues. to let me know. We started to get into it about when phone calls were made. I told him it doesn't matter as long as I get my refund! I'll let you know what happens if anything.
_________________
Reguards,

Andy

With Dell operating as they do, how in the world are they still in business?

Rocke_T_Sinetist · Posted: Fri Nov 07, 2008 6:47 pm Post subject:

Dell does respond to BBB, albeit at their leisure, as they have found ways around BBB inquiries. Best wishes for a good outcome.
_________________
Rocke T Sinetist
as in, 'it doesn't take a...'

torq455 · Posted: Fri Nov 07, 2008 9:37 pm Post subject:

Well, they have 30 days to respond anyway. Thanks!
_________________
Reguards,

Andy

With Dell operating as they do, how in the world are they still in business?

torq455 · Posted: Tue Nov 11, 2008 11:43 pm Post subject:

WELL!! I GOT MY MONEY BACK!! BBB, YOU ROCK!! File a complaint and that gets the corporate asses attention. Thanks and good luck to the rest!
_________________
Reguards,

Andy

With Dell operating as they do, how in the world are they still in business?

Rocke_T_Sinetist · Posted: Wed Nov 12, 2008 11:41 am Post subject:

Congrats mate. Dell discourages people hoping they will give up. Often though, if you don't, you get resolution.
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Rocke T Sinetist
as in, 'it doesn't take a...'

torq455 · Posted: Wed Nov 12, 2008 4:58 pm Post subject:

It's not about giving up. It's knowing when and where to turn when this happens. HAHAHA! BTW, I got an unrelated email from Dell human resources. I'm currently look for a new job, and they wanted to know if I'd be interested in a warranty repair tech job. Too funny!! I replied to see if they'll say anything. I asked why would I work for a company that makes attempts to screw their customers. More so since I've been trying to get you to refund me money after a billing error for over a year. Then it took the BBB to get things done.
_________________
Reguards,

Andy

With Dell operating as they do, how in the world are they still in business?

DELLapidated · Regular Hater Joined: 02 Apr 2008 Posts: 32

Rocke_T_Sinetist · Posted: Wed Nov 12, 2008 7:12 pm Post subject:

Dell is 'inviting' their employees to take a week off without pay, and attempting to hire at the same time Question

_________________
Rocke T Sinetist
as in, 'it doesn't take a...'

torq455 · Posted: Mon Nov 24, 2008 11:34 pm Post subject:

I believe it was more about timing. Still, it was funny. Then a week later, I got a Dell catalog with the latest computers at the season's sale prices. It went, while laughing, straight into the garbage. I mean...leave me along already Dell! Rolling Eyes

_________________
Reguards,

Andy

With Dell operating as they do, how in the world are they still in business?