Dell Computer - computer delivered without free upgrades installed - received replacement PC - replacement PC didn't have spooler activated

Complaints.com received the following consumer message on December 23, 2002:

From:

RE: Dell Computer - computer delivered without free upgrades installed - received replacement PC - replacement PC didn't have spooler activated

We purchased a new Dell computer this past July. We decided to purchase a Dell because of the name and frankly some very attractive incentive packages. When we received the new computer, it did not have the offered free upgrades installed.

We contacted Dell and told them of the problem and were told that " yes we did not receive what we had ordered and a new tower with the upgrades was being sent to us" . We received the new tower with the upgrades and sent the original one back to Dell. The Dell representative apologized for the inconvenience and told us that we would receive a credit to our account.

We were patting ourselves on the back for choosing Dell but the second tower that was sent would not operate properly because the spooler was not activated when manufactured. Contacted Dell technical support and after several LONG phone calls was able to get the problem resolved and again were told that we would receive additional credits to our account. To date we have made numerous calls in reference to the fact that the credits never materialized on our account.

Initially we were treated very cordially but lately have been told that " sorry that is the way that it is" . We have a very thick file that contains information about these call. The files have the Dell representatives names, date of calls and what we were told at the time.

This issue is to lengthy to completely outline here but we would be more that glad to talk with someone at Dell in order to get these issues resolved. Here is the information: Randy or Cathy Castle - Phone 304-934-7962. We are extremely discouraged at the lack of cooperation from Dell in getting things in order. If we do not get something resolved soon we are going to visit the numerous bulletin boards on the web and let everyone know of our experiences with Dell.