To: alt.consumers
Please pass this on if you know of anyone who's dealing with the sheer
incompetence that is Dell. If you know of any consumer complaint
websites that would benefit from this information, please pass it on
or let me know.
First off, I've had 4 - yes 4 - problems with Dell since late
December. Two orders were cancelled due to a 'price mistake' - aka
incompetence at Dell in typing on a keyboard and typing in numbers,
one hold on my PayPal account, and one return request refused.
Complaints to Dell were met with a boilerplate "We reserve the right
to cancel orders due to our incompetence."
First came two orders cancelled because of a price mistake. I've
suggested that maybe they have two people look over any change of
pricing on their website. Just has something to do with the million
monkeys pounding on a million keyboards creating the works of
Shakespeare - maybe the monkeys are pounding on the keys that put up
the prices on Dell's web site?
I filed a Better Business Bureau complaint. Their response was simply
"We reserve the right to correct pricing mistakes". I replied that
they need to be held accountable for pricing and accuracy. They failed
to respond to my follow up. Add another strike to their already
horrible Better Business Bureau re****t.
Next came a coworker who was looking for a new battery for his laptop.
He ordered a battery from Dell - big mistake, I told him I could find
it cheaper elsewhere. Shortly thereafter, I looked at his old battery,
and realized it was part of the recalled battery program. I submitted
a request for a new battery. I then advised him to return his new
battery. I put in the request on Dell's site. I was then told the
battery was outside the 21 day return policy. Dell goes by the INVOICE
date - which isn't the date you receive your order, but the day they
INVOICE it. I would have pushed the matter further (I actually tried),
but my coworker said not to bother. He's going to be selling the
laptop shortly. You have one guess what his next laptop ISN'T going to
be.
And you can bet when it comes to the next round of purchasing at any
company I ever work for, Dell will not be included.
Now keep in mind this is all since late December. The first order
cancelled was December 22nd.
Now I go to update my paypal account with a new credit card. I go to
remove the old card, I'm told I can't as there's a pending
transaction. I look, and it's for one of the orders I placed for Dell.
I e-mail Dell. I include the order number, and tell them to release
the funds. Reply from someone just oozing of "English as a 4th
language" asking me my order number and customer number. I reply back
with my order number and customer number. Then I'm e-mailed back and
asked my name. WTF??? MY NAME??? I tell them to look carefully in
their e-mail program, and type my name out, just in case, in BIG BOLD
LETTERS. I'm sure they'll stall and ask something else inane, like my
zip code. Stall tactics.
I'm still waiting for a reply after sending my name, whatever they
send next will be good, and I'm confident it won't be a confirmation
they've released the hold. And yes, this hold was placed on my account
early January. They sure were quick to cancel the order, but
apparently releasing the hold on the PayPal transaction takes IQ they
lack.
In dealing with them, I've been in contact with the below people. Use
these e-mail address if you have any problems, although no one at that
company seems to care for their customers, the more people who let
them know they've run the company into the ground, the better.
I doubt Michael Dell ever sees any of the e-mails, but maybe, just
maybe, someone there actually cares, and will take the initiative and
say "Hey Chief, we're getting a lot of complaints about our piss poor
customer service.
michael_dell@[EMAIL PROTECTED]
- Michael Dell, CEO
Brian_Bosserman@[EMAIL PROTECTED]
- Brian Bosserman
Consumer Resolution Center, Specialist
North Americas Consumer Contact Center
Marcet_Rhynes@[EMAIL PROTECTED]
- Marcet Rhynes
Consumer Resolution Center
North Americas Consumer Contact Center
Dell Inc.
800-624-9897 ext. 723-9429
COURTNEY_BEHRENS@[EMAIL PROTECTED]
- Courtney Behrens
Consumer Resolution Center, Manager
North Americas Consumer Contact Center
Dell Inc.
wade.sullivan@[EMAIL PROTECTED]
- Technical Contact / WhoIs
robert.williams@[EMAIL PROTECTED]
'm sure once Dell realizes these addresses are 'out there', they'll
shut them down. Wouldn't want customers to be able to complain. And
for the most part, it's firstname.lastname@[EMAIL PROTECTED]
.
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To reply via e-mail, remove The Obvious from my e-mail address.
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