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Debbi of Pembroke Pines, FL May 6, 2008
I had been checking the Dell Outlet web site for several weeks, looking for a good price on a laptop for my husband. I specifically wanted one with a built-in web camera. In the meantime, I received an email from Dell Outlet for 15% off any laptop or desktop. I found an Inspiron 1525 that had a camera for 509, base price. I added it to my cart and purchased it, applying the coupon code which brought the price down to 432. I received the computer yesterday, and the first thing I noticed is that it was not a 1525, it was a 1501.
It had no camera. The one online had said it was jet black; this one is silver. Hubby says, don't worry about the camera, the computer's fine, and turns it on. It doesn't work. A black (DOS) screen comes up and says Windows did not start normally, and then after a few seconds, it attempts to repair itself. It can't, and a message pops up that says as much. My husband tells me not to touch anything else, let's call Dell and get another one. I call them, and they tell me I have to contact Customer Service, which is cirrently closed.
This morning, I call the CS department. I spoke with 12 different people in 5 different departments, and at the end of nearly TWO HOURS on the phone (much of which was spent on hold), I was disconnected without a resolution. All I wanted was to return the broken system and replace it with the 1525 system I had originally wanted, which had a web cam and was the same base price as the broken one. I called back and asked for the Customer Service manager, whom I supposedly got, and was told that a)I can only replace like with like, i.e.: a 1501 with a 1501 even though the price is the same for the 1525, and b) (this is the real kicker), when I return the broken computer, if I want another one I WILL HAVE TO PAY THEM MORE MONEY, because the discount code I originally used had expired. They will not honor the 15% discount I used because it has already been redeemed, even though the computer it was redeemed for is broken and being returned.
In my opinion, if the computer is redeemed, the discount should be available again. So, in short, if I want to replace the non-working computer with one that works, it's gonna cost me. This is utterly ridiculous. I finally asked for and received a Return Auth # and am returning the broken laptop. I will not be purchasing the next one, or any other, from Dell ever again. It breaks my heart, because their computers are great (in my experience), and they have EXACTLY what I want.
No laptop! Dean of American Canyon, CA May 6, 2008
I purchased a Dell XPS M1530 laptop on the 3rd of April 2008 thru their website www.dell.com. I went thru the customization process. Part 3 of this process is titled Protect My Investment The 1st Step was Select My Warranty and Service which had two choices: 1ST CHOICE:Get 70 Dell Gift Card with 4Yr In-Home Service, Parts Labor- Next Day add 80 or 3/month1 Dell Recommended And receive 70 Dell Gift Card Discount Details 2ND CHOICE:3Yr In-Home Service, Parts Labor, 24x7 Phone Support [Included in Price] The default was the 2nd choice (3Yr In-Home Service, Parts Labor, 24x7 Phone Support) and this is what I chose. The next step was Select My Accident and Theft Protection which again it gave two choices: 1ST CHOICE: Add Accidental Damage and LoJack Theft Protection to 4Yr Warr. Free! Dell Recommended Save 99.99 on LoJack theft protection! Discount Details 2ND CHOICE:Add Accidental Damage and LoJack Theft Protection to 3Yr Warr. [Included in Price] Again it defaulted to the 2nd choice, which is also what I chose.
So, my laptop should have 3Yr In-Home Service, Parts Labor, 24x7 Phone Support, as well as 3 years of Accidental Damage and LoJack Theft Protection. Today, I was about to purchase another laptop as a gift for my fiancee. I wanted to buy one that was better than the one I had just bought so I decided to look at my receipt and see what I can improve. I noticed that I only had one (1) year warranty. I contacted dell immediately, first, via their online customer service. They could not do anything because they did not have the proper tools so they told me to call customer service.
When I contacted them via telephone, I explained my concern to the representative. He kept saying that all purchases have one year warranty. I explained to him repeatedly that the website's offer was for three (3) years and that no where on the customization process did it indicate that I would only be getting a one(1) year warranty. As a matter of fact, there wasn't even an option for a 1 year warranty. If I was to only get a 1 year warranty, they should've had that option. The option was clearly either 3 years or 4 years.
The representative offered no resolution nor an explanation. When I asked for a manager he placed me on hold and about a couple of seconds later I heard a click and the line had been cut off. I called three more times to try and rectify the situation. I would reach a person that asks me what my call was about and then all three times said that I needed to talk to the customer service department. They would transfer me but the call keeps disconnecting. I can never get through to a customer service person
Dell's fraudulent practice has deprived me of the 3 years warranty, service, accidental damange, and theft protection that the website states I was suppose to have. Leigh of Saddle Brook, NJ May 5, 2008
I ordered a memory chip for my pc. Three hours after I ordered the chip I decided to cancel the order because I decided I could get it cheaper elsewhere. I called to cancel the order and was told I could not cancel the order because it was a third party order. I emailed Dell and then got response at 11 pm EST that if I called within 3 hours they would try to cancel the order. Needless to say I didn't stay up to call but called at 9 am EST the next day (may 5,2008)and was told that their computer system was down. At 2pm EST on 5/5/08 I finally got through to customer service and was told again that the order couldn't be cancelled.
The order was not scheduled to be shipped until 5/6/08 yet they couldn't cancel the order. I was told that I had to receive the order then call Dell to get authorization to return the item and then I would be issued a credit. When I asked to speak to a manager I was put on hold for 25 minutes and then I hung up and called back. Once again I could not get the order cancelled and when asked to speak to a manager I was hold for another 20 minutes.
Finally the manager got on the phone and told me the order could not be cancelled even though it was scheduled to be shipped the next day. I left the call with the promise from Dell that someone from their corporate offices would call me within 24-48 hours. The truly amazing part of this is that when I asked for the corporate address for Dell so that I could write them a letter no one had the Dell corporate address. That is the most amazing and baffling part of this whole experience. How can the customer service department not know the corporate address?
No physical damage - just mental frustration trying to deal with a corporate giant. Greg of Peeples Valley, AZ May 5, 2008
I talked to Best Buy and they will be happy to down grade for a service fee plus the cost of the software. The end result is that Dell, Best Buy and Microsoft have a great thing going by putting their customers in their round about customer service program, in other words there in no end and a solution is impossible. I have made the following decisions, 1. Sell my new Dell for what ever I can get for it. 2. Even though I will have a huge learning curve I will purchase an Apple. 3. Begin to educate future customers to round about customer service. 4. Never again use the above companies for anything. Disappointed.
Justin of East Mc Keesport, PA May 4, 2008
In today's digital age we all have several log-in id's and passwords, and I am no exception. I was attempting (was being the operative word) to purchase my third computer from Dell using my preferred account. Being that the preferred account phone lines were closed on Sunday, I called customer service trying to obtain my log-in information, and the agent insulted me for forgetting my information. I stated angrily You just insulted me, this conversation is over and I hung up the phone. I have notified Dell that they lost a customer and several of my friends and family members as well. I do not appreciate being openly insulted by someone I am paying for a service.
Patrick of Seattle, WA May 3, 2008
I spent over 2000 on an Inspiron 1525 and peripherals. On initial order, I was told I should expected delivery by 4/18 after placing the order on 4/8. I had also ordered their PC to PC transfer function. I received repeated e-mails telling me download this utility on my old computer. They also left me a voice mail message with one of their infamous seven digit extensions to speak to them regarding this matter. I work away from my home city and was not in a position to complete the download. WHen I called the 7 digit extension on numerous occasions, I was repeatedly advised that the mailbox was full and not accepting messages. That should have been my first clue!
Having been a previously satisfied Dell customer (over 6 years ago -- before call center operations were shipped overseas) I decided to remain loyal and await delivery. When the order didn't arrive on the promised date, I called customer care who told me that there was a delay due to suppliers and they were very vague. I called three times and got 3 different delivery dates. I finally was advised that it was to be shipped on 4/23. Dell uses DHL for shipment, and they have customer service delivery issues of their own. They attempted delivery on 4/25 and left a note. This was a Saturday, so I called and requested redelivery on Monday and delayed my departure to my out of town assignment to await delivery.
They promised delivery before noon and when they failed to do so, I called them. They then told me that they had not put the shipments on the truck and that I should receive delivery by 5.00. I had offered to come pick it up that morning, but had been told it was already on the truck. As with Dell, I made innumerable calls to DHL that were never answered -- not even a hold queue! I was finally able to pick up the laptop on 5/2. When I attempted to boot it up, it kept dying. This was the first of now 13 calls over the past 24 hours to Dell.
When I called the technician, he asked me if I had dropped the laptop or something! I assured him I had not, and was insulted by the inference. I ended up having to disassesmble the memory card and replace the chips to get the [laptop] to even boot up. I spent over 2.5 hours on the phone with three technicians doing this -- one simply hung up on me. I also procured Dells PC to PC data settings and data file (two services) that I was told to move files from my old Dell to the new one (the one I mentioned above for which I called to continuously receive mailbox full notices). The settings seemed to transfer, but not the personal files.
I called tech support, and was told that I had reached hardware and that I needed to speak with software. I called the software line (I have been supplied with 8 toll free calls to Dell over the past 24 hours--all of which take you to the same annoying call router). I called software, who said I needed to call customer care. I called customer care, who transferred me back to technical support as they advised that technical support addressed issues with Data Safe PC to PC transfer (a Dell branded product). Having already spoken with half the Indian subcontinent, I received a technician who immediately tried to claim that this was a software issue and I would need to call software support. I advised insistently that I had already spoken with them and they directed me to tech support and that he needed to assist me. He very begrudgingly agreed to do so, and placed me on hold 12 times in the course of a 1.5 hour call to I need to check something. He finally logged in through remote support and attempted to activate the file transfer utility. It prompted me to enter a password, and I entered the password that had worked for the user settings transfer. It didn't work numerous times, and the technician implored me to sir -- you must think hard to remember your password or I cannot help you in a very condescedning, insulting tone. I assured him I had rememembered the password that had just worked. I attempted to reset the password, and when I attempted to use the password reminder prompt.
The technician kept imploring me to think harder. I told him that the password had worked. After one of the put you on hold events, he came back and said I should have received an e-mail confirming this password. I checked my email and showed him my inbox to confirm I had no such e-mail. After extended attempts and numerous holds, the technician returned and said that I needed to call customer care to get the e-mail. I was so disgusted I finally agreed. I called customer care, and the technician said they were about to close and to call again in the morning as the call would take longer than she could provide at that time.
After innumerable hours on the phone and a missed dinner engagement, I agreed to call customer care in the morning. I called customer care, and Rashika (sp?) spent very little time in telling me that she could not help me and that I needed to call technical support. I told her that they had advised me the night before that I needed to receive an e-mail from customer care with this password. She advised that I know nothing about this e-mail and that we have no way to send e-mail from customer care and you must called technical support. She transferred me to technical support triage. I supplied my express service code for the umpteenth time. After a 25 minute wait I was sent to desktop support, and was told I needed to speak with laptop support. I was then transferred and held for over 30 minutes to get to laptop support who once agained is now querying me did I have my password. It's groundhog day. M of Seattle, WA May 2, 2008
Yesterday I called Dell sales to ask about the Nintendo Wii. It is on the website but doesn't have an option to buy so I thought maybe I have to call to purchase. I was transferred to a representative named Iris who said she would check if a Wii is available. She left me on hold for 15 minutes. She came back and told me that there are Wiis available for purchase. I asked her what the price was, she then left me on hold for 20 minutes and never returned. So I hung up and called back to then talk with a gentleman who said that there are no Wiis for purchase.
I asked to speak to a customer service mgr so I could make a complaint about Iris. He said he would transfer me to Case Mgmt. I sat on hold for another 5 minutes to speak to a customer service rep who asked me what I needed. I told her I'm waiting to speak to a case mgr. She put me on hold for another 10 minutes and then the call was dropped.
I am absolutely furious about the run-around that I received yesterday and I will not be a customer of Dell's ever again. I am a business software analyst so I am surrounded by people who buy computers and accessories, you can guarantee that I will be retelling this nightmare of a story to all that I know and tell them not to purchase Dell products.
Kimberly of Lakeview, MI May 2, 2008
The computers are the worse I have ever had!!! I received two Inspiron 6000 with the first year the hard drives went, thank goodness it happened just before the warranty ran out! With in two years the batteries die and that is after the warranty, why have a laptop if it always has to be plugged in for power! Customer service I donn't think I have enough time or space for all those complaints and their contracts our not complete!
Devendra of New Jersey, NJ May 2, 2008
I had online ordered dell Laptop. 1) I placed the order on 16-Apr-2008 and excepcted estimate ship date was 25-Apr-2008. 2) it was delayed and got 2nd estimate ship date as 30-Apr-2008 3) it was delayed and got 3rd estimated date as 7-May-2008. I could view these statuses online and 7th May 2008 estimate status was present in the site on 30-Apr-2008.
But this order was cancelled without my knowledge and I got explanation from Sales Representative that order was cancelled because duplicate order done. Question1:- I had ordered 2 Laptop and both approved by Credit Company and went into the Production. In Production phase, How ordered cancelled? Question2:- Without customer permission, How ordered cancelled? By changing the estimate ship date and canceling the order without customer permission is cheating to consumer.
Janice of Melrose Park, IL April 30, 2008
Monitor and keyboard ret'd to Lavergne, TN and confirmed rec'd 1/30/08. My son and I have contacted Dell in India a minimum of 30 time each attempting to resolve this matter. I've been given promise after promise that my credit card would be credited for the return but still nothing has been resolved. I have talked with managers/supervisors, told by Crystal that she would handle it personally and call me back-that was on April 10. Naturally, no call came.
Again today, I spoke with another supervisor, Hector who assured me we would receive a phone call within 24 hours as they had to send an email to Lavergne, TN, their Receiving Team to determine if/when the monitor was received as they only confirmed the tower was received. This is after I was promised that the credit would go through within 5 to 7 business days from APRIL 11, 2008. Today is April 30, the Receiving Team has had both the monitor and tower since January 30, 2008 but [have not] confirm this. PEOPLE: THINK ABOUT ORDERING OR PURCHASING A DELL PRODUCT FOR WHICH YOU HAVE NO POSSIBILITY OF EVER GETTING RESOLUTION FOR THE CRAP PRODUCTS THEY HAND US. And,,,think about it, you can only contact someone thousands of miles away. Do you really think you can live with that?
We have had to go out and purchase parts to enable my son to build his own computer. Both our blood pressure readings are much higher than when this all started. I will do all I can to deter anyone from purchasing Dell products, either in stores or on line.
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