dell customer service and product quality
New York State Office of the Attorney General
New York, New York 10271
152 fair feild ave
tonawanda, ny 14223
716-833-5934 / email@example.com
This letter is in regards to the following company: dell
Dear Internet Bureau,
As a consumer from your state, I felt it was my responsibility to bring to your attention the following incident.
My father, Scott Macdonell, purchased a Dell PC in March 2005, and has had nothing but problems ever since. This is one of their more expensive models, not just the cheap basic model. His PC has not worked 90% of the time he has had it. Dell has replaced the memory, hard drive, the mother board, and various other parts and still they cannot get the PC up and working. We have spent over 4 days (hours added up) on the phone and still Dell hasn't gotten anywhere and they refuse to replace the PC or refund money because it is after the first 3 months of owning the PC, but they advertise a 1 year warranty. When we spoke to 3 different Dell phone representative, they each claimed to be a supervisor and said they would handle the situation and call us back in 30 minutes and they never did. When we called back and explain the situation for the 100th time and said we were speaking to the supervisor named 'Harry' they say that there is no supervisor named Harry. This has happen wish 3 different names. We have kept a log of who we called, how long we were on hold,, etc... and it is over 6 pages long. Dells tech support has come out to the house numerous times and never showed up on time, or even on the day they say they are going to, and then they left without the PC having been fixed. We are at wits end. My father is planning ongoing to the state's attorney office to file a complaint. We know 4 people just in the immediate neighborhood who have had the same complaints and issues about Dell and we are considering contacting an attorney. If there are that many people in the 1 mile radius, how many are there in our county, state, or country wide. My family and friends all work with the public, and we all plan to tell everyone we come across how horrific Dells equipment and customer service is.
Katie Macdonell - Weibel
EarthLink Revolves Around You.
As a resolution, I would like the following:
My father would like his money back, or for Dell to fix the PC so it can be used for homework etc. as it was meant to be plus a 3 year warranty to insure he will not be facing this same situation down the line. It is only fair to corret the problems with their product that he paid for in a timely and efficient manner, 4 months and over 72 hours ont he phone with customer service is not acceptable.
Please contact me if you need more details regarding this incident.
katie macdonell - weibel