Archived from groups: alt.sys.pc-clone.dell (
More info?)
Dell is world renowned for their ability to give people the run around for
months. It's been reported just about every where, repeatedly and nothing
ever changes. The horror stories just continue to roll in. They have all
kinds of excuses but the bottomline is that they are expert consumer
torturers. Hour after hour of phone calls ending in hangups or disconnects.
Endless and circular transfers from one person to another. Promises never
kept. Out right lies as you have experienced. And if you're trying to get
money back from them then you'll likely get the very best of the Dell
torture masters! Interesting they have even stopped cooperating with
American Express. You really should write it all up and send it into the
Texas AG and Texas BBB as well as any local consumer affairs reporter.
Return the pain tenfold and Dell may consider actually correcting this BS.
"Jim Dep" <jimdep1@yahoo.com> wrote in message
news:239468a3.0406162052.2a3f5520@posting.google.com...
> 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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