Dell - shipped three monitors to the wrong address, shipped me a DVD encoder card instead of a regular video card - ongoing problems with customer service

Complaints.com received the following consumer message on October 16, 2002:

From:

RE: Dell - shipped three monitors to the wrong address, shipped me a DVD encoder card instead of a regular video card - ongoing problems with customer service

To Whom It May Concern: I am writing regarding numerous complaints that I unfortunately have with Dell computers. If you follow the history of my account you will see that there were many erroneous shipments etc, all of which could have been prevented. I have had to spend countless hours on the phone trying to resolve Dell's errors and following up constantly because every time someone said something was fixed, it was not.

I am considering filing a complaint with the Better Business Bureau as well as contemplating further action. My time is valuable and so are my resources. I love my Dell computer, but I cannot stand the degree of service that I have received. When I hear the word Dell now it frankly makes me sick to my stomach because Dell has caused me a great deal of stress in the last few months. I am 24 and buy a new computer every two years. Previous to purchasing my Dell I bought Gateways. Their service was top notch, but unfortunately the last computer I had crashed 3 times so I decided to try Dell. It has not been worth it. I am afraid to order anything from Dell because either it is going to get lost or you will send me the wrong product. I was given $160.00 discount on my next order for the screw-ups and when I called, they tried to take that away from me as well. It never ends. Also I have called twice to buy new parts for my computer and each time they send me to the refurbished parts division. Is this some sick ploy to get rid of your inventory at the expense of a sucker customer who doesn't know any better?? Furthermore some of your "refurbished" parts cost more than buying brand new. Funny how that works and I am willing to do more research into it. I have requested 4 Manager call-backs but only was called once at a time I said not to call, and of course they leave a brief message and there is no way to call them back. I ordered a video card 3 days ago and it has still not been shipped. I need answers and I need some sort of recourse for all of this or I will never buy a Dell Computer again, and my advocacy for Dell will also cease. I would like to hear from a manager today so we can get this resolved. If it is not resolved than I will have to handle it by other means. Please forward this to the proper person. Sincerely, John Swenson Additional Info. I was motivated by your complaint on complaints.com. I have had the most horrific experience at Dell, and I cannot even begin to explain my frustration. As a consumer I have been manipulated and am trying to find recourse, but as you found out from Dell they do nothing to try and make things right. Of course you can never talk to a manager, if the situation is too complicated nobody will call you back because they are not intelligent enough to solve problems. They blame everything on forms not being filled out correctly. What kind of circus do they have going on in there?

Bottom line, they have shipped three monitors to the wrong address, shipped me a DVD encoder card instead of a regular video card, when I called (stupidly) to upgrade my RAM they sent it to the wrong address, and then tried to charge me $599 for it which hilariously costs only $382 from the new parts division and they tried to get me refurbished RAM.

Then as some sort of recourse for my countless hours troubleshooting why the hell it took them 10 times to get my address right, which wasn't fixed btw until I did it myself online, they offered me $160 towards my next purchase which I made in Sept..obviously my new Radeon video card is still not here and when I called into purchase it they automatically sent me to the used parts division and tried charging me more than the new parts.

There must be something illegal with that. I need help...and I need to back that big company into a corner and I want my time and my money back. Any help you can give would be most welcomed.