Following is a copy of a letter I sent to Dell after a month of poor customer service. Sooooo, its 5:30 and your supervisor finally called me with her lame rehearsed statement..."I'm sorry miss, you have surpassed your 21 day deadline for a return." You could have trained a monkey to handle your customer service needs better than this! I'm MAD. You people are the worst. Your customer service is THE WORST. All you have are nonsense stories to feed your customers. Here is a brief summary of the poor customer service that I experienced so far. (I KNOW YOU COULD CARE LESS AT THIS POINT BECAUSE YOU HAVE ALREADY MADE THE SALE AND YOUR PRIOR CUSTOMER SERVICE HAS ALREADY SHOWN ME THAT YOU AREN'T PLANNING ON DOING ANYTHING ABOUT ANYTHING!!!!!!!!!! FIRST: I get nothing but East Indians to talk to that barely speak the English language, much less understand it. SECOND: My sales person hangs up on me twice when I call him with questions regarding my order. THIRD: I was quoted $1400 for the 8400 and was guaranteed that it would be able to do certain things. When I get the system, it is NOT what I ordered on the phone. I know you can confirm this because you tape your phone conversations. When I call to inform my salesperson of this issue, he hangs up on me TWICE. FOURTH: The software that you put on my system is TRIAL OFFER software. What kind of scamt is this? If your are going to give a customer trial offer software, you should inform us of this. This is outright MISREPRESENTATION! FIFTH: You send me the wrong printer. I EXPLICITLY ordered a printer with FAX capabilities and I get one that has no built-in fax. SIXTH: I call to arrange a return because of all the poor experiences I have had with Dell thus far. I was talked out of a return (which WAS within the 21 day return window) with the understanding that you people WOULD get my order right. SEVENTH: The wrong software was installed on my system. I ordered Word Perfect and you installed MS Office Suite. EIGHT: I've spent a total of 36.5 hours on the phone trying to get my order straightened out AND I still don't have it straightened out. NINTH: I ordered a WebCam with microphone in my order. My order arrives with NO webcam. When I call about this problem, you tell me I didn't order one. I tell you to listen to your tape because YES I DID order one. TENTH: When I do convince you that the Webcam was included in my order, you want to charge me MORE for it...what kind of a SCAM are you running??? My salesman told me that this was included in my original order quote. ELEVENTH: When you ship the Webcam, DHL returns it to you without even trying to deliver it to me. Although their records state: customer refused...they never tried to deliver it. Know why? Because I live 4 hours from their delivery dock and its probably not financially feasible to travel all the way to my home to deliver a WebCam. Two weeks later when I learn that the order was returned to you, I re-order the WebCam and warn you NOT to use DHL because they don't come to Spring Creek, Nevada. Want to take a little guess what Dell did? YES, they sent the second webcam out using DHL. That was 2 weeks ago and I still haven't gotten it. I have gotten a plethera of EXCUSES though. TWELFTH: When I ordered my system, I was clear that I wanted to burn downloaded movies from the internet. GUESS WHAT..YES...my Phillips drive won't do that. Why you guys knowingly install bottom of the line hardware in a top of the line product? It'll burn home picture photo albums, it'll burn CDs, it'll copy home movies, but it won't burn downloaded DVDs. I wasn't too surprised when I got on a Dell chat line and learned that there are hundreds of people out there that have encountered the same issue. Everyone agrees you guys suck! You are all liars. THIRTEENTH: Lucky number 13. I call to return my order on day 27 (when I was told by your salesman that I have 30 days to return my system if I am unhappy). To my surprise, you tell me I only have 21 days to return. You guys can shove my bill up your ***, I am not paying for it. $1400 is not worth all the headache you have created for me. NOW YOU HAVE A CHOICE. ARRANGE FOR A RETURN OF MY SYSTEM, OR I AM NOT PAYING. I will be contacting an attorney and sue Dell for misrepresentation. In addition, I will be posting a copy of this letter on every form, message board and chat room I can find. No one should have to go through what I have gone through! Your Sincerely Unhappy Customers, Private Information Removed by Moderator.
Wow is that the worst tale I've ever heard! Really sorry about that gdowling1451. Thanks for the warning there, though I never really planned to buy from Dell I can at least tell others. That is about as bad as they come for sure. I'd say sue away, it's not like they can't afford it. Shame on you Michael Dell or whatever your name is. Self assembled all the way if you ask me, cheaper and you can only blame yourself in most cases.
Well mate all I can say is that you were unlucky becuase weve had numerous dell laptops and a few desktops and always recived good customer service, but i'd complain too if i were you!
I usually don't like sueing, but in this case against a major corporation go for it! BRING THE PAIN! good luck against dell, I have a hunch they will have mighty good defenses.
