Dell complaints

ragdoll919 · Discovering Dellhate Joined: 15 Sep 2009 Posts: 3

Okay, so I have a one year old XPS M1530 and last week I discovered that it had gotten a virus and contacted Dell on Call to assist me in getting rid of the virus and putting everything on my computer back in working order.

The first representative that I talked to online proceeded to get my credit card information because they charge a fee for the Dell on Call service then they connected to my computer through remote access. The rep downloaded a bunch of free virus scanning software and chatted with me for a little while then randomly disconnected from me and never called me back or sent me an e-mail. I also never received an order number or receipt from this transaction.

Immediately after, I picked up the phone and called Dell on Call and explained what had happened. The second rep I spoke with said there was no record of being charged for the previous Dell on Call service so he also got my credit card information but this time I received an email confirming the charges for the service. Then, this rep also connected to my computer through remote access and worked on it for a while then randomly disconnected from me. Yet again, no call back or email trying to get back in touch with me.

I ended up having to take my computer elsewhere to get it fixed because the virus was bad and I desperately need it for school. A few days after my terrible Dell on Call experience, I looked at my bank statement and saw that I had been charged THREE TIMES for their services. So the first rep that didn't send me a receipt went ahead and charged me anyway. He charged me the price of the service without tax then charged me AGAIN for the price of the same service with tax. The second rep also charged me a large fee.

I had planned on asking for a full refund anyway because both Dell representatives did NOTHING to fix my computer. So I proceeded to call Dell about these issues and after explaining things there was a request put in to refund the amount that the second rep had charged me. From there, it has been a 4 hour long battle with Dell over the other charges because they claimed they only had record of the second charge with tax included and couldn't refund me an amount I was charged if they had no record of it EVEN THOUGH I was clearly reading it off of my bank statement. I was transferred back and forth to at least 20 people (no exaggeration at all). I had to talk to Dell on Call, Customer Service, Customer Care, Credit Card Department, then back to Dell on Call. Not to mention the several people in each department that I was transferred to. I was also hung up on twice and had to call back and start over, each time explaining the same issue over and over to incompetent people. Dell on Call gave me a number for Customer Service then Customer Service gave me a number for the Credit Card dept who then told me to call Dell on Call to get help. NONE of the people acted like they could help me or understood what I was talking about...they just kept transferring me to another person who also was completely clueless.

I had to call my bank and ask for some sort of verification that I or they could send to Dell to prove that I was charged twice. The woman from my bank offered to speak to a Dell rep and verify the charges but not a single person from Dell would let me do that. I do not understand why this is so incredibly hard!! If the charges are there and I have hard proof, there should not be a problem with telling me to send them a copy of my bank statement or one of their reps speaking with my bank.

Currently, I am on hold with Customer Care once again. Dell on Call transferred me back to them even though they said previously that they could do nothing to help. I have never been this mad in my life.

.....And I was just hung up on. For a third time.

Bottom line: I hate Dell. They suck and I will never ever purchase a product from them again.

ragdoll919 · Discovering Dellhate Joined: 15 Sep 2009 Posts: 3

If anyone has any advice on what I should do next please let me know!! I haven't called back since I got disconnected the first time because I had to leave for work. I am now MORE determined than before to get my money back so any suggestions would be greatly appreciated!

incident_man · Posted: Tue Sep 15, 2009 2:15 pm Post subject:

Calling DHell is futile, as you're undoubtedly beginning to realise. Call your credit card company post haste and request a chargeback on the grounds that the services alluded to weren't performed to your satisfaction. If you don't get satisfaction that way, call your state's Attorney General and the Federal Trade Commission to lodge formal complaints. In the future, don't call DHell for anything that you can get somewhere else.
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Oceania has always been at war with Eastasia.

Rocke_T_Sinetist · Posted: Tue Sep 15, 2009 6:13 pm Post subject:

'Satisfaction' is not an issue. The services weren't performed AT ALL. Double- and phantom-billing is normal procedure for Dell.

If you used a Visa/MC logo card for this transaction, you're covered. The bank will reverse the charges. On the grounds of goods/services not received.

This happens so many times with Dell, I bet Visa/MC has a hotkey on their keyboard dedicated to it.

Never ask Dell anything. Not only don't they know the answer, will cut you off and charge you triple, they're simply corrupt to an extent that's beyond belief for someone who hasn't experienced it firsthand.
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Rocke T Sinetist
as in, 'it doesn't take a...'

dennisl59 · MDh--Master of Dellhateology Joined: 17 Dec 2008 Posts: 93

no one will ever call you back...they are trained 'not to go outbound' for any reason, just take the next call from the next unsuspecting customer hoping and praying for help with the computer they bought from dell. in addition, the transferring to other departments is by DESIGN to wear down the customer...good luck ragdoll919.

ragdoll919 · Discovering Dellhate Joined: 15 Sep 2009 Posts: 3

Thanks everyone for your help! I used a Visa debit card so I called them and they filed a dispute for the random charge on my checking account from Dell. It's supposed to take ten days to go through but I feel confident about getting my money back for that one charge since my bank has all of my transactions documented.

One more question though, I've been reading alot of posts on this forum and it seems that everyone has said Dell will drag their feet as long as possible when it comes to giving refunds. Although the 75 Dell reps I talked to today said that there had been a refund request filed for two of the charges, should I go through my bank again and file another dispute if they don't show up on my account in a few days?

The absolute LAST thing I want to do is have to call them back and go through that pointless torture again. But I have a feeling that this issue isn't over yet...

incident_man · Posted: Tue Sep 15, 2009 10:09 pm Post subject:

Prepare to use every avenue available to ensure you get your money back, even filing another claim if the refund isn't timely. DHell uses every avenue available to them, legal or not, to keep from refunding your money.
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Oceania has always been at war with Eastasia.

Rocke_T_Sinetist · Posted: Tue Sep 15, 2009 10:34 pm Post subject:

Don't bother calling Dell ever again. Let the bank handle it.

Once Dell knows a bank is on to them, they relent. They know the charge is fraudulent. They also know they must relent to banks and CCs because if they don't clear the charge the CC can yank their license to accept it.

It's called 'clout', and it's necessary in dealing with Dell because they bully anyone who doesn't appear to have any.

In fact, if it weren't for fraudulent charges that go uncontested and stonewalling warranty claims, I suspect Dell would flatline right this minute. If Dell was more than 20% a consumer company (they're 85% institutional) they would have flatlined several years ago.
_________________
Rocke T Sinetist
as in, 'it doesn't take a...'