DELL HELL STILL TRUE

DELL CANADA

I have not, as yet, been able to have Dell and Dell Financial Services

properly deal with the issues happening to my account.

I have below a timeline of events that have transpired:

Feb 2007 Ordered computer system from Dell

19 March 2007 Contract arrived from DFS

21-23 March 2007 Parts of system arrive

27 Marcy 2007 System arrived from Dell - did not work

28 March 2007 Called Dell, spoke to Ann, received the following DPS

numbers for returning system:

XXXXXX044

XXXXXX337

XXXXXX659

28 March 2007 Called Dell Financial - informed them I did not accept

terms of contract & that system was being returned to Dell

30 March 2007 System returned to Dell - picked up by UPS - everything

packed in one box to save Dell shipping charges

04 May 2007 Received letter dated 25 April 2007 from Dell Financial

Services (DFS) stating that I owed $101.80 - spoke with DFS who stated that

one item from system hadn't been credited to my account & that they could do

nothing to help me - had to speak with Dell and have them credit my account.

04 May 2007 Called Dell - customer service agent told me that one DPS

(087249044) hadn't been processed. Told me it would be fixed within 5

business days, alternative solution would be for me to pay for item, then

wait to be credited. I told Dell I would not pay for anything I had

returned to them. Given case #XXXXXX121

05 June 2007 Received letter dated 25 May 2007 from DFS stating I now

owed $103.00. Called DFS - still not credited - can't help me, must go

through Dell.

05 June 2007 Called Dell, spoke first with Adam, then when he couldn't

help me, asked to speak to supervisor. Eventually transferred to Shane,

supervisor, who told me the keyboard was the issue, and had not been

credited. Gave me new case #, XXXXXX867. Told me he would put in credit

template for me, at which point phone was cut off. Called back, placed on

hold, eventually told he would call me back.

05 June 2007 Sent letter to Dell, detailing problems to date. Haven't

had a response to letter.

07 June 2007 Dell called back. Customer service was rude, kept asking me

the same question I have answered since the beginning - "Did I return the

keyboard?" Eventually told me they'd look into problem, then hung up.

09 July 2007 Received letter from DFS - I now owe $104.15. Called DFS,

spoke with Sue, unable to help - up to Dell. Still haven't received credit.

09 July 2007 Called Dell - spoke with Nicki, who told me she would

escalate info DFS. Says they credited in April 2007, then told me the

system showed a credit went through on 08 July 2007. She then called DFS

while I waited on hold, then told me an investigation had been started on 08

July 2007, not a credit as previously stated. Supposedly a credit would be

issued when investigation completed. I asked to speak to supervisor,

eventually transferred to Mike. He told me a credit was issued in April,

and would escalate to head office, and would call tomorrow. I asked to

speak to his supervisor, as I was now being given yet another version of

what was happening. He refused to let me speak to his supervisor, stating

he wouldn't waste their time since he had taken care of the problem, and it

would all be solved within the next 3 days. When I insisted on speaking to

his supervisor, he hung up on me.

08 August 2007 Received call from Sue at DFS wanting payment. I

informed her that as far as I am concerned, I owe Dell nothing, and that

Dell could go to hell as far as I was concerned. She told me she would put

that quote in her notes - I told her to go right ahead.

08 August 2007 Called Dell, spoke to Helen. She read notes on the file,

then told me she would transfer my call to Mike, as he was the one handling

the problem. After 15 minutes on hold, she came back online to tell me Mike

was on lunch, and he would call me back after his lunch was finished. I

asked when I could expect that call, and was told he would definitely call

me back that afternoon. I asked if he didn't call, was there another number

I could reach him at - was told no - just customer service.

09 August 2007 I have not heard from Dell. NO RETURNED PHONE CALL.

At this point I am truly unable to fathom the behaviour of the customer

service staff at Dell. I have repeatedly been left on hold for lengthy

periods of time. I have been told to "just pay" and be credited later -

which is not going to happen, as I have now seen how well their crediting

system works. I have been treated extremely rudely, to the point that one

of your supervisors, Mike, actually hung up on me, rather than "let" me talk

to his supervisor, when clearly the problem was not, and has not been,

solved at his level. I am still waiting for this same Mike to return my

call from yesterday, after being told "for sure" he would call me back that

afternoon.

Dell Hell is definitely the right name for it. Never again. I bought a

Mac. Works great.

--

K. Wilson