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Dell Computers

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Paul of Braintree, MA (10/9/05)
I placed an order online with Dell using an internet coupon that I found posted on a website. After everything was done I thought I had gotten a good deal.

When I called to check the status of my computer, after almost two weeks, I found out it was cancelled, with no reason was given. I was told to contact my bank, which I did. My bank said that Dell had submitted a request to them and they had approved it but Dell never deducted any funds.

I had to go through their awful call transfer system for a total of four days and 12 hours, ending with them needing to place another order.

Then I find out, the day that my "new" order was to be shipped, that the 2nd computer was also cancelled. This time I was told that no total was on the order so they couldn't charge me. Once again a new order was placed and after almost 30-days and 12 hours on the phone, I received my new laptop minus, of course, my free printer.

The last customer service rep that I spoke to told me that I should be receiving a $50 credit as an apology for my trouble. That also never materialized.

Damages: Buying this computer was on of the most trying experiences of my life. I will never purchase anything from Dell again.

Suzane of Bulls Gap, TN (7/13/05):
I was in the process of purchasing a 700m notebook from Dell when I realized they were going to install AOL as my Internet service. I told the customer service person that I did not want AOL installed on my computer, in fact I did not want any internet service installed.

First I was told that AOL had to be installed or I could not purchase the notebook. Then I was told if I was willing to have Earthlink installed I could purchase the notebook. I repeated that I did not want an Internet service installed because I had my own.

I finally just told her to cancel the order because I am not going to shell out $1461.00 for a notebook and have them tell me what I can and cannot install on my own computer.

Damages: Lousy business practices make for unhappy customers, and I will not buy anything from Dell ever after this experience!!!!

Lawrence of N. Syracuse NY (12/4/04):
Having been a loyal Dell customer for over 10 years, I purchased a new desktop computer which came with a free printer and used a coupon to get an LCD Monitor for $1. I got my confirmation that the total cost of the system would be $877.30. Great! But I had no idea that the nightmare was about to begin.

The day after I placed my order I went to the Dell site to check the status. I was surprised to find that they now showed my order at 1,577.85! Knowing that I did not authorize a charge that high, and the fact I had copies of everything I thought that this would be easy to remedy. Wrong! I called Dell "Customer Care" - who transferred me to Sales - who transferred me to Internet Sales - who transferred me back to customer care, who then transferred me to 'Sales' (but I got Latin America Technical Support) who transferred me to customer care...etc. 16 people (and at least a few countries) later I finally got a manager who tried to offer me the LCD monitor for only $200.00.

But I have a coupon! She finally agreed I was correct and 'fixed the order'. Sure enough, I check it out, and yup, it looks right. Whew! Sigh of relief! The next day I go out and look again, and my monitor has been cancelled. Not only that, but now the free printer that was supposed to come with the system was cancelled as well! What? Sure, I'll call again. More run arounds between Customer Care and Sales, and finally I get another manager who corrects the issue. not only that, they realize I was supposed to get a printer cable too, so they add that to my orders. Sigh, that was tough! Yeah, Too bad it wasn't over. 10 minutes later the order was cancelled AGAIN!

I called back, a manager fixed the order, and voila! It appears on the page correctly. They apologize. Warily, I watch the account. and, on queue, the order gets cancelled again. In the meantime I received my new computer (sans free printer and monitor, so it is a wonderfully overpowered paperweight!). Guess what? I get to call Customer Care again! Several people later I am told that my coupon was invalid. Uh, OK. I have printouts of the cute "Dellf" with the coupon right there (no, I did not buy it on e-bay!). The order process recognized it. But now I guess I am some kid hacker who faked the code? I think not. I am just a very frustrated 41 year old.

But now I am referred to some other department who is handling these issues. They are making me feel like some kind of criminal! Yeah, criminal for trusting Dell! I packed up the computer and am sending it back to Dell as soon as someone returns my calls with instructions how to charge Dell for the shipment. Once a loyal customer, now I have told everyone I know not to get near them.

I never once received ANY notification of the price change nor the cancellations. This sounds like a classic bait-and-switch routine to me! If I wasn't watching the account I may not have known that the price charged for the system was almost doubled until I got my next Credit Card bill. And they make *me* feel like a criminal!

Noel of Jackson WI (12/1/04):
Dell computer flyer came in the Thanksgiving day Milwaukee Journal Nov. 25, 2004; the ad for a Dell dimension 8400 desktop computer stated that a system with a Intel Pentium 4 Processor 540 with HT Technology (3.20 GHz, 1MB L2 Cache, 1066MHz FSB) microprocessor. When trying to configure the system on-line it was impossible to configure a computer system with this FSB (bus speed) 1066MHz! I called Dell C/S and talked to a customer service rep. he stated that a Resolution Specialist would call me by Dec. 1, 2004.

By 6pm when not receiving a call I called Dell computer, after bouncing around between Customer service representative was able to talk to a Sales Manager, he stated that even though the Dell flyer ad stated you could not get a Dell 8400 computer system configured with a Microprocessor that had a FSB of 1066MHz! even though it was advertized that way. Not once but three different Dell flyers that I received stated that a Dell 8400 system could be configured with a microprocessor with a FSB of 1066MHz! Tom stated that if I wanted a computer with that processor bus speed I would have to order a Dell XPS a system that cost approximately $1000.00 more than the same system in a Dell 8400 configuration.

He further stated that even though the advertisement said one thing Dell could only configure with the slower microprocessor. From my marketing experience I feel strongly that Dell is practicing a "Bait and Switch" campaign...PC configuration is not easy and the average consumer isn't aware of the details involved. In the Dell fine print it states that "Supplies limited to stock on Hand" but this statement says nothing about misguiding the consumer which this ad campaign clearly does!

Hongan of Louisville KY (12/9/04):
I ordered a 1GB Lexar Jumpdrive Sport back on 11/09/04 for $26.16 with coupons and discounts. It was scheduled to ship out on or before 11/19/04. On the 11/19, Dell sent me an email message regard the delay in shipment 'till 12/1/04. So I waited 'till 12/1/04 and got another delay in shipment email from Dell 'till 12/8/04 and asked me to either reply to the email or call their Customer Care to confirm that I wanted to keep the order; otherwise, they would cancel it. So on 12/2/04, I called and confirmed that I wanted to keep this order and verified that it would be shipped on or before 12/8/04 like the email had stated.

Well, on 12/8/04, I went to Dell website to check the order status and found out that Dell had cancelled the order. I called the Customer Care to find out why they cancelled my order but the cust. rep. told me that she couldn't find out the reason and the only way that was to re-order at their current listed price, which was $86.76 (12/8). I told them it was ridiculous and hung up (I was on a lunch break and had to get back to work).

Later that day, I went online and chatted with Robbie (an online Customer Care) and she offered me with a $35 coupon. I said thanks and told her I would call Dell Customer Care again because I wanted to get it clear: why did they cancel my order, jack up the price, and asked me to purchase at their higher price (even with the $35 coupon). Well, same story, the cust. rep. couldn't do anything. Well, technically they could by offer me the coupon that would cover the different (86.76 - 26.16) but they wouldn't. Look like another bait and switch from Dell

John of Cheyenne WY (8/20/04):
I’m sending this letter out of concern for the way Dell handles their long time customers. I have purchased dozens of Dell computers over the past several years in my job with the federal Government and decided to go with Dell for my consulting business. I have had serious problems with your customer service.

Last year I decided to switch my home system from Macintosh to a top of the line Inspiron 8200, especially because Dell had a $401.00 rebate and excellent specifications. (See Attachments for complete background.) This rebate appears to be a “bait and switch” operation. After eleven months of calls I received a postcard saying my system wasn’t qualified.

I travel about 80% of the time. I didn’t order the system until the Government phone sales Rep (Jasen Duba) assured me that I would get a rebate on this system, purchased thru the Federal Employee Dell program. It’s a year later and still no rebate. I was finally told by Rita 346498 that my computer is configured correctly but my “sku number” was wrong. The attached list for the non-differences in these system. The “sku” is the only thing different, and I didn’t know this for almost a year. I still feel Dell owes me!

Damages: Lost $401.00 rebate and received no response from Dell. I figure Dell lost over 50 computer buys from myself and those for whom I recommend purchase of systems.

Mildred of Cookeville IN (6/21/04):
Dell advertised in Parade magazine a deal for a Dimension 2400 series computer with $100 rebate. I went online to order the computer and was "invited" to make upgrades. Since I made upgrades to the advertised system I later found out that I could not get the rebate. This smells of "bait and switch". The computer system cost me $100 more than it should've!

Ron of Kennesaw GA (12/1/03):
I customized the computer of my choice, registering an account. When I returned the next day Dell had removed it because it didn't fit in with their "new" promotion. Their customer service department exists to say "no, we won't support that" in English and in Hindu since they send jobs to India. They change pricing and packaging twice a each week in a new spin on the old bait and switch. AND if you find a deal that they don't like DELL CLAIMS THAT THEY ARE NOT RESPONSIBLE FOR THE PRICING AND INFORMATION POSTED TO THEIR SITE.

Dell WILL cancel your order and REMOVE ALL your order AND registration information to cover their tracks. They have used these tactics three times in the last month when I attempted to buy a computer and PDAs for my wife and me.

Damage Resulting: Anger and contempt for Dell.

Charlene of Copley OH writes (9/3/02):
My husband and I spent a couple hours online configuring a Dell 8200 desktop. We received our price but had a few questions so we called a sales person to confirm the good price. He had a manager come over to him twice to help him and to over ride the pricing. We put $1000 on our Discover card and the remainder on our American Express card.

A few minutes later Choong called back to tell us we could not get a wireless key board with the sound card and speakers so we said we would take the key board that would go with the turtle beach and THX equipment. After we hung up, we called Choong back to have him send a confirmation of our order via e-mail. He did, but it did not include the dollar amount. Shortly thereafter we plugged our order number into the order status web page to make sure all was well. We were surprised the status came back "order cancelled". The next morning when inquiring, we found out Choong had cancelled it because of the key board issue and placed the order again.

We received the computer promptly, on the 30th of Aug. To our surprise it came without the Turtle beach sound card and THX surround sound speaker. It came with the wireless key board and down graded speakers. When we called they said we would have to pay for the up grades. My husband told them we'll just send it back. They said fine. But I decided I wasn't going to let this go this easily. My daughter is about to go to college and I'm running out of time regarding setting her up with our computer. So I called our Sales person Choong and he insinuated that he did not send me the previously mentioned e mail cause it did not have a quote number or a price. I was unable through there CSR or Choong to get any satisfaction.

They ignored the fact that I had an email stating what i was going to get. I was refused the opportunity to talk to anyone with authority. I left my name and numbers (home and cell) with Choong because he said the sales manager would call me back. It is now 4 days later, with no satisfaction. They said my choices were to pay for the upgrades or to return the system.

I have received the paper work to send the machine back. I have been the recipient of a classic "bate and switch" I have wasted about 6 hours thus far. I'm still with out a computer and have been taken advantage of by a major American Corp. with no way of speaking to someone in authority.

Belina of Woodside, NY (1/18/02):
I called this rep named John on 1/5/02 inquiring about the installment plan on their Dell Inspiron 8100. He got my bank info as a pre-qualification. Little did I know that from then on they started debiting my bank account. Inasmuch as there was not that much money to debit the whole amount (almost $2,000) they kept repeating the act despite my repeated calls and faxes to their Auto Pay Dept.

Their debit hits to my bank reached 5 times. and my repeated calls started on 1/12/02. It seems there is no coordination when a rep gets a message from a customer/client about a void transaction. Neither their Billing could not say anything and despite two faxes to their auto pay - the problem has not been resolved.

The bank asked me today to close my particular account and open another one in order not to have these debits/charges. This is so absurd as I have other automatic payments from my bank account (like insurance and such) and to open another account takes a while to activate. Moreso, my salary is a direct deposit to this account. It would take time to have that affected to a new account (2 weeks or more at the most).

Kari of Cave Junction OR writes (11/27/01):
On Sept 26,2001 I spoke with Dell to see if I could be financed to buy a computer. I qualified, however the payment was going to be to expensive, so I told the sales rep. I did NOT want to purchase one at that time. An hour later a computer was shipped to me anyway. I refused shipment & have confirmed with UPS that Dell received the shipment. However I'm being billed.

I have spoken with Dell Computers & Dell Financial several times to clear the matter up & they assured me it would be. But here we are 2 months later & now they are turning me into collections over this. Now when I call either of them they tell me to call the other one. I have done this back & forth for weeks now. Furthermore they have the account in my husband's name whom they NEVER spoke with. I have exhaustivly tried to clear the matter with them, however they are unresponsive.

They have been extremely rude to me with one woman there telling me "It's not my problem" and another person calling me a foul name & cussed at me. Ridiculous & highly unprofessional. I need to have this cleared up, but I feal that I have done all that I can do short of suing them. I don't know where to go from here.

Kari should send a certified, return-receipt-requested letter to Dell and Dell Financial, setting forth the circumstances, just as she has above. She should state that unless the matter is settled to her satisfaction within 30 days, she will file complaints with the Federal Trade Commission and the Texas Attorney General, whose address she can find in our Consumer Resources section.

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