Dell Computer/Customer Service

I want to file a complaint against the Dell Computer Company. It seems like a pretty booming business so I thought they would be reliable and have good customer service as how they show themselves in their TV ads. I purchased a computer from Dell last Jan 2, 2007. When I called them, they had already charged my credit card, and the customer rep offered me their "Dell Preferred Card," stating that the computer will cost less, no interest until 2008, overnight shipping, increased warranty etc, so they really pushed for that and all the nice tricks to go with it, and I agreed to it to charge it there instead of the credit card. It turns out when I checked my credit card, that they charged me twice, both on the credit card and Dell Preferred Card. I called the customer service number, the rep tells me that she can no longer cancel the charged amount in the credit card because it's already been processed and shipped, but didn't really give me options, so what can I do then, so then I told her, if you can't cancel it, then you have to cancel the other, because I don't need 2 computers. But if they processed the same order twice and they already shipped it, then the other one should have been shipped also but get to me faster, it didn't made any sense. So then she cancels it, and I tell her about the lower cost with the other because there was a difference of $150. So, she credits me $108.25 back, so okay, at least some back, but then the other tricks aren't there anymore, the shipping takes longer, charged more, no more increase warranty.

The computer finally arrives at night of Jan 12, 2007, after paying more than $3800 on this computer, it better be in working shape. So, I followed the instructions, it should be ready to go, the programs already downloaded, just connecting it all together. The following night, Jan 13, 2007, I'm already having problems with it. The computer freezes, notifications pops up saying the program needs to close, something happened, etc.; and I keep having to do systems restore. I called technical support the following day, we connected online, and he went through the computer, changed things or programs. I was with the technical support for 3 hours, and with a long waiting time before that, the computer worked after.

The following day, it was the same thing, without touching anything, the computer is freezing again, internet is not working, the programs are not openable, the disc drive is not working, the same problems, and I keep doing systems restore again. A few days later, it was still the same thing despite all that, I called them again on Jan 20, 2007, telling them about this, but by then, I've had it with it, because for that amount, I shouldn't be having this much problems and stress that I have to think about that, and so I was thinking that there is something wrong with their system. So I called again, and I told them about this, of course they push that the technical support will be able to help me fix the problem, and the rep and tech support was very confident at "yes, I can fix the problem", and if they couldn't that they will refund me for the whole amount, without the 15% restocking fee, as he is only giving me 21 days for return. So I worked with the technical support, told me its going to take 3 hours or more again. So we started, then tells me that I need a wired keyboard to work with this, as I had ordered a wireless keyboard with my purchase. I tell him that I don't have a keyboard with wire as I'm currently using a laptop. I told him that when the tech support worked with me with the problem, he didn't ask me to get a wired keyboard, and he says its not the same thing. So then he tells me that he will send me a wired keyboard to arrive Mon/Tues next week for free and that someone will call me to help me fix the computer. By then, it would have been 2 weeks already, I have to wait for their call, what about my work and the time spent, and if they don't call me, and the waiting period begins, soon, the 21 days is done and I won't be able to return the computer anymore. I suggested that they should just send me a new one and I'll return the old one, as they can diagnose the problem themselves if they have the computer there; yet they weren't open to that suggestion, so I decided to return the whole computer instead. I talked to the rep, and since he was busy at the moment, someone will contact me for the return, gave me his extension and phone number if I don't hear back from them.

They called me after an hour regarding the return, gave me 3 authorization numbers, for the system, monitor and speakers. I asked about the external programs, they told me to send it in with the system as they will credit me when they see it and do their inventory. She told me that UPS will come Mon/Tues to come and pick up everything. I called UPS to see what time they usually come and pick up, and they don't have a time, but instructed me to stay the whole day. So with work, and my husband at work as well, we couldn't stay, so we dropped off everything at UPS that Monday, all boxed up and ready to be shipped with everything included and even packaged up as it was received, and authorization numbers written on the boxes. They told me that delivery will be on Jan 29, 2007 and to check with UPS and Dell to see if they received the package.

I called the UPS and Dell rep back on Jan 29, 2007, both confirmed me that they received the packages, and it will take 7-10 days to process the credit; instructed me to call back again in a week. I called the rep back with the extension given, I left messages, yet no reply or response from him. I attempted to call different reps, they tell me that its 10-15 days to process the credit. I called again after that as I was first told a week, then they say 2 weeks, then another Dell rep told me 30 days. There is just so much inconsistency. By then, I couldn't get a hold of anybody, nobody could tell me anything except tells me to wait, it's being processed. I even attempted communicating online, yet they tell me that for some reason, there is a hold on the return, and gives me phone numbers to call. I attempted to call the numbers that was given to me, connected me to various people, telling me that their department won't be able to help me, and that I will be transferred to the right department. There's a time, the rep just hung up on me as I was talking explaining it, or they would keep transferring me back to that same department that I just called from, and I tell them that. I was even attempting communicating online as well as phone, to check on the credit status.

I attempted the close the Dell Preferred Card as I didn't really need it, I only opened it because of the computer. Even that was a hassle, I was transferred to 3 different people, telling me the account is on hold, they couldn't close it, and I asked why as nothing should have been charged there. Before the last rep, she gave me a difficult time, as she tells me she couldn't close the account, has to call me at home, and I said go ahead and call me at home, she tells me, since the phone isn't registered to me, instead in my husband's name, she couldn't use that phone. I tell her to call me at my cellphone as that is in my name, she says she couldn't use the cellphone. She tells me she could only call me at work. Of course, it upset me, as I have to go to my work for that and wait for her call? That is so ridiculous, then she transfers me to another person, tells me, okay I'll settle it, thank you, bye. I mean that is just rude.

So then, finally, I got a response Feb 20, 2007 through e-mail, telling me that several amounts has been credited to me. I calculated the amounts credited to me, and it only totaled $3434.17 including the $108.25 credit from the diffrence of the purchase in the beginning, I even added that on. So then I tell them what about the $448.12 difference. Every time I'd communicate with them via e-mail I ask them to call me regarding this issues, I leave my phone number all the time, yet no response from them. I ask to speak to a manager or supervisor regarding the issues, yet no response from them. With e-mail, it took a day or so before they get back to me, asking me another question and replying back, so the process took much longer.

I got a response Feb 22, 2007 telling me that external items (like the keyboard, programs, internet modem, etc.) was not credited as there were no authorization numbers and that they didn't receive them. Of course, that made me frustrated, I respond back to her telling her that all the items were shipped with the computer, as I was told, yet it seems that either they stole the items, claiming it's not there or they didn't do their inventory. I called her with the phone number and extension she gave, but it was not valid. I attempted the other rep from the return since, yet no response from him either. Every time I reply back, another rep e-mails me telling me that the case has been forwarded to them and there is a new case #, there's about 5 different case managers that replied back, yet same questions. First they tell me, the amounts have been credit to your credit card, then I tell them the issue, then they ask for the tracking numbers, and no response after that. I attempted to call them via phone, the extension is invalid, they still don't call me, I spoke to a rep over the phone, tells me she'll check on it, gives me another case #, tells me she will call me on Feb 26th regarding this, a week after. It's Feb 28th, I called again regarding the remaining amount that needs to be credited, and I still haven't received a call, she tells me again, she will check on it and for sure she will call me back. Until now, I haven't received the remaining amount. I attempted to e-mail the previous case managers, yet I have not received a reply or any response from them anymore, from all of them.

Elaine Saclolo

650-224-6sss