Archived from groups: alt.sys.pc-clone.dell (More info?)
Here's my experience.
The first week of April 2004, I am considering ordering a Dell
Dimension 8300. I tell the sales rep on the phone that I am undecided,
will look at other systems first before making a decision. The sales
rep tells me " If you order now, I will upgrade your CRT monitor to a
flat screen CRT for no extra cost." I agree and she takes my order.
When I recieved the Dell from UPS, I open the box and discover that I
got the cheaper monitor that I did not want, and the computer case is
scratched up, looking much like a refurbished computer (the box was
not damaged at all, however it was not packed well). I call to
complain, and after being on hold for close to an hour, the customer
service person tells me that I did not pay for the more expensive
monitor and will have to accept the one I recieved. He tells me that
they can replace the computer, but I will have to wait 2 weeks, have
to return the monitor as well, and I'm still stuck with the cheaper
model. His english was so terrible I could barely understand him, so I
ask to speak to another rep. The next rep's english was just as poor
and I got the same response. I told them that I was UNDECIDED about
accepting another computer, and was contimplating sending this one
back for a full refund. I left it at that.
The next day, I tried out the computer and it froze when I attempted
to watch a DVD. It happended several times, so I called their service
tech. I was on hold for OVER an hour, so I waited to call back the
following day. This time I got through in 20 minutes and got another
person that could barely speak English. I explain
what was going on, could barely understand his response, and I ask for
someone you was more proficient with the English language. He jokes
that all calls to customer service and the Dell tech department are
now channelled to New Dehli, India, and that I would have to deal with
it.
At that point, my mind was made up to send back the Dell. I call Dell
again, inform them that I no longer want the computer, and that I want
a full refund. I explain the whole story again to another
hard-to-understand Cust.Serv. rep, and now they decide to offer me the
better monitor that I was originally expecting. I tell them that I'm
no longer interested, and I want to return the computor.
We set up the return, I repackaged the system and waited for UPS.
UPS shows up with another computer! I refuse it and ask the driver to
take the one I have. The driver tells me that UPS is very frustrated
with Dell because of these kind of problems, and takes my computer
with him, and gives me a reciept.
A week later, I check with Dell again and ask how long it will take to
get the refund. To add to my stress, another rep tells me that
"Someone else signed for your replacement computer, our records show
that you accepted it," and that they do not owe me a refund. I'm livid
at this point, and they tell me I have to wait a few days for them to
research the problem, and then try calling back. (Keep in mind that
everytime I call, I am on hold forever).
My next contact with them, they tell me that they made a mistake and
will issue me a refund in "5 to 8 weeks!" I threaten with the attorney
general, and BBB.
I waited to the end of May, and then called Dell back again. This time
they tell me that "the person you talked to did not enter the refusal
correctly, so you will have to wait until we can process your request
for a refund."
It is now almost July, and I still have not recieved a refund, and all
I get is excuses. This has been a nightmare.
Never again will I consider a Dell, no matter what.
Here's my experience.
The first week of April 2004, I am considering ordering a Dell
Dimension 8300. I tell the sales rep on the phone that I am undecided,
will look at other systems first before making a decision. The sales
rep tells me " If you order now, I will upgrade your CRT monitor to a
flat screen CRT for no extra cost." I agree and she takes my order.
When I recieved the Dell from UPS, I open the box and discover that I
got the cheaper monitor that I did not want, and the computer case is
scratched up, looking much like a refurbished computer (the box was
not damaged at all, however it was not packed well). I call to
complain, and after being on hold for close to an hour, the customer
service person tells me that I did not pay for the more expensive
monitor and will have to accept the one I recieved. He tells me that
they can replace the computer, but I will have to wait 2 weeks, have
to return the monitor as well, and I'm still stuck with the cheaper
model. His english was so terrible I could barely understand him, so I
ask to speak to another rep. The next rep's english was just as poor
and I got the same response. I told them that I was UNDECIDED about
accepting another computer, and was contimplating sending this one
back for a full refund. I left it at that.
The next day, I tried out the computer and it froze when I attempted
to watch a DVD. It happended several times, so I called their service
tech. I was on hold for OVER an hour, so I waited to call back the
following day. This time I got through in 20 minutes and got another
person that could barely speak English. I explain
what was going on, could barely understand his response, and I ask for
someone you was more proficient with the English language. He jokes
that all calls to customer service and the Dell tech department are
now channelled to New Dehli, India, and that I would have to deal with
it.
At that point, my mind was made up to send back the Dell. I call Dell
again, inform them that I no longer want the computer, and that I want
a full refund. I explain the whole story again to another
hard-to-understand Cust.Serv. rep, and now they decide to offer me the
better monitor that I was originally expecting. I tell them that I'm
no longer interested, and I want to return the computor.
We set up the return, I repackaged the system and waited for UPS.
UPS shows up with another computer! I refuse it and ask the driver to
take the one I have. The driver tells me that UPS is very frustrated
with Dell because of these kind of problems, and takes my computer
with him, and gives me a reciept.
A week later, I check with Dell again and ask how long it will take to
get the refund. To add to my stress, another rep tells me that
"Someone else signed for your replacement computer, our records show
that you accepted it," and that they do not owe me a refund. I'm livid
at this point, and they tell me I have to wait a few days for them to
research the problem, and then try calling back. (Keep in mind that
everytime I call, I am on hold forever).
My next contact with them, they tell me that they made a mistake and
will issue me a refund in "5 to 8 weeks!" I threaten with the attorney
general, and BBB.
I waited to the end of May, and then called Dell back again. This time
they tell me that "the person you talked to did not enter the refusal
correctly, so you will have to wait until we can process your request
for a refund."
It is now almost July, and I still have not recieved a refund, and all
I get is excuses. This has been a nightmare.
Never again will I consider a Dell, no matter what.
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