Letter I sent to Dell Computers

I realize you have countless people that buy Dell computers to care about

someone who has only purchased two for their home. My last purchase was in 2004

and was paid off. I was told that once the loan was paid off the account was

closed. This apparently was not true as someone charged $5000.00 to this

account. Customer service told me it was ordered online from a different email

address, shipped to a different address and no one confirmed by phone or email

the purchase was legitimate which is your company fraud safeguard.

Upon calling Financial Services and Customer service I was told that we are

required to pay the bill as it will take 45 days to investigate the matter and

payment is due in 30 days. If we do not pay, our credit will be ruined but

only for time it takes for Dell to investigate the matter. I was given the

collections phone number twice by your customer service people. The first number

was a non working Dell number and the second was a phone sex line. The last

person I talked to said this kind of thing happens to Dell customers"all the

time" and for me to calm down as it would be resolved in 45 days. He also

told me Dell's priority was getting the computer back. I am a good customer and

this is not reassuring. My credit card company would have had this fixed in a

day. I was also told there is no direct number to call for Fraud or

Collections as they get so many complaints and that is why the numbers I was given

were outdated.

I was then instructed to file a police report and wait for a fraud form.

It's funny because the felon who ordered the computer went through none of this

to steal from us. I was also told I was not privvy to what address the

computer shipped to for protection of the perpetrator.

You need to have safeguards in place to protect your customers. It should

not take 45 days to figure out this is fraud and if someone wasn't asleep at the

wheel when the purchase was made this wouldn't have happened in the first

place. I almost forgot to tell you that a customer service confirmation was

emailed to me in the name of Mr. Lachelle telling me my complaint was logged.

I don't even know who this person is.

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