Dell Computer - horrible customer service experience

Complaints.com received the following consumer message on January 29, 2003:

From: Jennifer McKee [Email User] RE: Dell Computer - horrible customer service experience

This is a copy of a letter sent via fax, e-mail, and USPS to Dell. To date, I have never received a response. On the phone, the "Customer Care" representative I spoke with admitted it is absolutely possible the sales person who took the original order for the computer forgot to check off on the Complete Care Warranty request when I ordered the computer. The issue of repair now takes a back seat to the HORRIBLE customer service I have received. To list just a few:

Every department I call sends me to a different department (I have talked to over 12 people)

the computer was sent back to my house on 1/28/03, BEFORE I made a decision on whether I wanted them to fix it or not, after I was assured they would hold it until 1/29/03.

the Dell representatives on the phone refuse to give their name, or the names of previous people you have spoken with even though they have a detailed record of every contact you make with them

I have devoted over12 hours on the phone and typing letters to resole this issue.

To Whom it May Concern: In August 2002 I purchased a Dell Inspiron 8200 laptop computer over the phone. My decision to purchase a Dell computer was due in a large part to the partnership of both my employer, XXXXXXXXX County Police Department, and my wife’s employer, XXXXXXX, with Dell. When speaking with the Dell representative, I explained I am police officer and would be primarily using my computer while at work in my patrol car. Due to the nature of what I do, I inquired what would be covered if the computer were to become damaged. The representative explained I should purchase the Complete Care warranty and I did.

Granted, I should have checked my bill of sale, but considering I received everything else I ordered, it did not occur to me the warranty was left off. Last month my computer was dropped. Assuming this was covered by my extended warranty, I called Dell and asked what to do next. I was told I could pay $269.00 to have the computer shipped to Dell for evaluation. I received a call a few days later and was informed the LCD screen was cracked, I did not have the extended warranty, and would be solely responsible for the damages. All said, for shipping, a new screen, and labor, the total bill now comes to $968.00 (basically what I owe on the computer!).

My issue is with the confusion over the warranty. I did not get a bare bones computer – I added a few upgrades and would not have skimped on the warranty. In fact, I was the one that inquired about it, the salesman did not have to try to sell it to me. I called back and spoke with a different Dell representative and explained I was unhappy with learning I did not have the warranty and proposed the following:

- Pay for retroactively, and continue to pay for, the warranty so this matter would be covered

- Receive some consideration on the total amount due for the repair and get the extended warranty

The representative advised me they could waive the shipping and diagnostic fee of $269.00 but could not negotiate on the other matters. I was advised to submit this letter to your office. As I am sure you are aware, Dell’s partnership with any client, whether that client be an individual or a large corporation, relies heavily on customer satisfaction. While I have been very satisfied with the performance of my Dell computer, I am not at all happy with this matter of the extended warranty. I would like to work with you in resolving this matter as quickly as possible so I can continue to provide positive recommendations regarding Dell products to my friends and co-workers, as well as to mine and my wife’s employer. Thank you for your consideration,

Neil XXXXX