Dell Customer Service - laptop purchase experience

# 28 for February 6, 2002

Complaints.com received the following e-message on February 5, 2002:

From: Vibi Varghese [Email User]

Dell Customer Service - laptop purchase experience

I am writing this to inform you of the nightmare (3 months long) that I had buying a laptop from Dell. I originally purchased a laptop from Dell with a loan. I found out later that I was getting a better deal

thru my credit card. I asked to pay for it by credit card. They agreed. Imagine my surprise when they send me three laptops. I returned two of them. Now they started billing for two of them even though I accepted only one. In the meantime my sales person Robert Thurman charged me for a warranty that I did not ask for. Having fun yet. When my laptop arrived. It was defective. I had to get a replacement CD-Rom drive. I called Dell for over three months to remove the loan charges of my account. A few weeks earlier they

removed the charge of my credit card. Now they told me I was responsible for the loan charges. I wrote to the CEO and talked to the sales manager but to no avail. Finally last week (Jan 29 - I bought the

computer on Nov 5), one of the supervisors promised me a refund of $103 which was the additional cost of

shipping and interest charges on the loan that I did not ask. Guess what? I did not get the refund. Interestingly it did not surprise me one bit. I send a complaint to

Better Business Bureau to try and retrieve my refund. The last three months I have been on the phone for at least 45 minutes each time to resolve this issue. Not

one of the people on the phone wants to help me nor acts responsibly. Anyone out there wanting to buy a Dell computer?

Think again