Dell Computers Customer Service & Advertising

I recently ordered a computer from Dell (My second, the first one I never had any trouble with in ordering, but customer service was not very good). This time around I saw an advertisement on the back of a weekly circular and brought it up on the Dell Website so I could order it. I put in the code to bring up that particular system and it said that it had only a 2.8 GHz drive, if I wanted the 3.0 as advertised I would have to pay an extra $40.00.

I called Dell Customer Service and was told by the CS rep that it was a mistake in the advertising and she would talk to her supervisor about it. I told her this is a circular that goes out across the US and who knows where else and that it should be honored. She came back from talking to her supervisor and said if I purchase right this moment that they would give me the $40.00 off. (Mind you I had wanted to purchase this on-line and just called to question the discrepancy). I told her I was just checking into the discrepancy and would have to think about it. She could not guarentee that her supervisor would give me a $40.00 discount when and if I called back. Ultimately she called me back and I did order the computer becuase I was in great need and I like the product. But I was only given I a $25.00 or $30.00 discount.

The second problem was that it took numerous phone calls to actually get the item processed and sent. It was cancelled several times because they were having problems with my Dell Account. I was called about a week after I ordered the computer to tell me this and every time I would check the status it was cancelled again. (During the attempts to talk to the sales dept and find out what was going on I was hung up on by a sales rep because I was having trouble understanding what he was saying). After many attempts I finally spoke to someone here in the US (I don't want to appear a person who discriminates, but there is some difficuty in understanding each others dialects with Dells India based Customer Service). He took care of everything in just a few minutes and everything was ordered.

I sent Dell a complaint letter and copies of the advertisement and on-line ordering form for this particular system, plus the many problems I encountered. Several weeks later I was hoping to hear from someone in TX. But a customer service manager called and subsequently I had to explain the whole thing completely over to him. He said he would send me a $35.00 voucher and gave me his personal extension. I have yet to receive the voucher. And to boot, right after I got off the phone with him I received a phone call asking if I would like the extended warranty for 4 years and receive a rebate. I accepted because I was planning on doing so anyway, the woman told me I would be recieving an email with all the information that day or the next. I have yet to recieve an email or any information. When I checked out my account on line, the order for the warranty was cancelled, and when I received my statement for the computer I was charged for the warranty. So guess what now I have to get on the phone again and talk to Steve the manager who gave me his extension and ask him what happened this time?

As much as I like Dell systems, this will be my last purchase with them. I was going to by my daughter a lap top when she graduated but I think we will be getting an Apple.

Thank you for listening.

Barb Quintana

Email User