ONE DELL WAY, TEXAS -- Dell Studio 15 Notebook purchased 28 June 2009 for $1,005.90. I was out of town for a week when it first arrived, but the following week I initiated setup and found a number of issues wrong with the computer. ** identified the issues as being initial setup issues that would not happen again and if it did they would take note in their system to process a refund. They informed me that they stand by their product. They informed me that after they intervened that time, I would not have the problem again.
In Aug 2009, I had additional issues which Dell deemed to be more software issues that was not covered by current warranty and contrary to the previous call they would not honor the refund promised. I was then told I could purchase online software tech support ($182) to resolve the issue. When I did, we solved the problem (so we thought) for another few months. Then there was a virus that McAfee did not stop. Dell Tech Support informed me that their McAfee Anti-virus which was sold with the computer was not as good as Norton.
So, under their guidance, I purchased Norton Software with the technician on the line. Issues arose periodically at varying levels literally every month thereafter. Issues took up my weekends after I just returned from a war zone for 15 months and am working for the Dept of State and taking Army class for my new rank while getting reacquainted with my family.
In the most recent issue which started in mid-February 2010, a blue screen with a random error and physical memory dump followed by a shutdown of the system. I called in to use the 3rd of my 5 tech support issues purchased after the purchase of my computer to resolve this latest problem. After doing a full system diagnostic, I was told that I then needed to purchase an additional memory card ($68.24) for RAM in order to speed up my computer. That this would help with my computer processing so slow.
I was also then told I needed to purchase an optimizer from Norton. Now after 9 months and purchasing countless additional items beyond the simple purchase of the computer, Dell finally informed me that I needed to have the motherboard, hard drive, and both memory cards replaced. They sent a technician by house from Worldwide. ** (Worldwide employee) informed me that the motherboard was not viable after spending 3 hours on the computer. A new motherboard and other parts would have be ordered and replaced.
However, before he left he made sure to tell me that there were frayed wires in the laptop that was likely causing many of the problems over the past year. When the next Worldwide Technician (contracted by Dell) came by the house on 12 March 2010 to finish what ** initiated leaving me without a computer for 3 days, he repeated what ** said about the computer having many issues and the second motherboard, of course, would not work. I was then put on the phone with tech support at Dell that tried to tell me they would get me a replacement but that it would take 14 business days.
In my work with the government and school, a timeframe greater than 2.5 weeks where weekends are time I have to prepare briefings for my class address overseas programs for the State Dept is NOT acceptable. I informed him that he needed to make an exception to the 21 day internal Dell policy to provide me a refund so I could go out that day to purchase a new computer from a local retailer. On 12 March 2010, I spoke with several managers and numerous representatives. Despite being told I would get a call back by a escalation team in 24-48 hours, I simply could not wait that long for a resolve.
I continued to call back to be batted back and forth between customer service and tech support getting little to know help to expedite the issue. Finally I was informed by tech support that they would grant my refund and conference me with customer service (refund) dept to execute. However, I was disconnected in 2 conference calls.
On the third call, I spoke with Siddhesh (supervisor) where I was told I was NEVER promised a refund.
At this point, the only option that is acceptable is a refund for the Dell, the horrible tech support, and the memory card that was promised to have already been refunded on 6 March but wasn't. That amount is $1256.14. Dell should also have to reimburse me for the days of having wasted my time after return from a 15-month deployment in the Gulf.
TEXAS -- I purchased my first laptop, a Studio XPS m1330, from Dell in January 2009. I ordered a high-end laptop thinking I wouldn't need to upgrade for quite some time. Dell talked me into paying extra for the "North American Tech Team" who speaks English--there is something wrong with having to pay extra for someone who understands you when you have a problem. The laptop began locking up and not responding in July 2009, and after MANY (futile) hours on the phone with Tech Support, they finally decided that I needed a new hard drive--at this point the laptop was only 6 months old. The problems continued, locking up, not responding, crashing.
Numerous hours on the phone with Dell, running diagnostics, to no avail. My husband began to complain that I talked more to Dell than to him when I was home. Then the laptop started crashing whenever Windows Updates tried to automatically install. More hours on the phone with Dell. No one could determine what the problem was. Dell refused to allow me to send the computer to them for direct examination, they refused to send a technician to my house to fix it, and they refused to replace the laptop. Finally, I brought it to my brother, who is a software technician, and asked him if he could get the Windows Updates to install without the computer crashing.
My brother called me the next day to tell me some very alarming news--he told me that my laptop was overheating during the installation of the Windows Updates, which was causing the laptop to crash. He pointed out that this had likely been going on for quite some time, as the white label on the bottom of the laptop was brown and burnt-appearing, and he relayed that it was likely that the high heat had possibly damaged other components of my laptop. My brother expressed great concern for my safety and advised me not to use it.
Dell FINALLY agreed on 1/27/10 to replace the laptop after I told them what my brother found. The person I talked to on 1/27/10 at Dell also agreed to "suspend" my extended warranty, which was due to expire on 2/16/10, in light of the fact that I had a totally dead, non-functional laptop and I was not in possession of the replacement laptop. It took them almost 3 weeks to "approve" the replacement laptop, after I emailed them every few days--I was called back by Dell on 2/11/10 and was advised that my laptop would be built.
When I tried to verify that my extended warranty would be suspended as previously promised on 1/27/10, I was told (after the tech person talked to his supervisor) that they couldn't suspend the warranty, and if I wanted it to continue past 2/16/10, I would have to purchase an extension. I argued that I was told on 1/27/10 that my warranty would be suspended until I received the replacement laptop, but was steadfastly told they would not do this. I refuse to give Dell any more of my money for shoddy and fraudulent customer service. Dell really does not care about their customers once they have your money.
This whole situation has made me physically sick, given the amount of money that I paid for the laptop, accessories, and extended service plan. I told the Dell person that I planned to file a complaint with the Attorney General's office, and he quickly refused to talk to me any further and got off the phone. Whenever I finally receive the replacement Dell laptop, I plan to sell it ASAP, along with all the accessories, as I NEVER want another Dell product in my home.
I have since ordered an HP laptop that should be arriving in the next few days, and I am hoping I have a vastly better experience than the horror show I experienced with Dell. Please do yourself a favorDO NOT BUY A DELL COMPUTER. They are no longer a reputable company.
I called and made an order $1000.00 purchase from them and when I received my confirmation email of the order and shipping address I noticed that they had my shipping address wrong. It irritated me because I went over the address three or four times and she repeated it back to me at least one time. So it was only twenty four hours past due to time difference of where I'm located. I call them immediately and tells them about the mistake. After being cut off a couple of times and the "call this number" dance I finally spoke with someone. He couldn't help me because he was too busy trying to sell me insurance on my order so I spoke to someone else.
Now about 45 minutes has past and still no resolution. I finally speak with a young lady that tells me that she can help me but she would need to cancel my order and reorder it to do so and also she said the she could get one of the items that I ordered cheaper if she did that so I said "Well I just made the order yesterday why didn't I get it for this price then" and she said that person that took my order messed up or something to that effect so I said "Fine".
So she put me on hold and a couple of times and came back and asked me for the correct shipping address and I told her and she asked me again and I repeated it and I asked her to repeat it so she said "Okay sir it's okay now". So after I hung up the phone I walked away feeling assured of the order. Later that day I call my mom and she tells me that some lady from Dell keep calling so I called Dell and started getting the run around again so I checked my email and she said that I needed to call a number to authorize my order so I did.
Later on that day something tells me to check my Dell account so I go online to check and my balance shows that I was charged twice for the same order. The only difference is that the canceled order was about $45.00 more than the new order but I have to wait till they open the next day to talk to them about it and now I don't want the order at all. So now I'm getting upset because I know how crazy businesses will get and I was right, it got crazy.
So after numerous calls I finally speak to someone who couldn't help me so he gave me a number after a connection failed again so I called the number and told them that I wanted to cancel my order. I was told that it couldn't be canceled cause it was already in production. I told them "It was about 24 hours ago that I made the order and you're telling me you can't cancel the order?" So after being transferred and fussing I hang up. I can't believe they are just going to make me take this order.
So I call back a few times and I speak to one agent that tells me that since its only been 24 hours they would be able to cancel my order but at the same time I had Dell on another phone line and I told the guy that said I could cancel my order that I was speaking to another Dell agent and thanks and hung up with him which I regret now and spoke with the other agent and was told that they could not cancel my order because it was in production at a third party.
So after fussing to no avail I ask to speak to another supervisor and I ask him "Why is it possible to cancel and order for your convenience but not for the customer? I called 24 hour just yesterday to make a correction of the shipping address and you can cancel that order but when I when I want to cancel for my own reasons you can't cancel it." I told them that I didn't want the order anymore that it was too much stuff for my mom and I told them I was not happy with the service from Dell. I ask them why my balance which was $3500 before the order is now $1498.98. I was told that I had a order going to Illinois and one to Florida.
Now I made the order to Florida so who made the same order to Illinois? They replied "You did".I said "I did not make an order to anyone in Illinois". So now I'm really pissed. I ask "Who did you ship that order to and who authorized it?" and was told for security reasons they could not tell me. I said "Are you serious? You're telling me that I'm being charged twice for the same order and one order I never made and on top of that neither order can be cancel" and was told that one order has already shipped.
I said "First of all I wasted I lot of time just being on the phone and getting no help so now you're telling 24 hours later that "Oh looky, the order just shipped" while I clearly see online on my account that it's still in production." There is so much more to this story but I'm too upset to finish so now I have so see how this plays out but one thing for sure is that I am done with Dell after this gets resolved. This is my story as of 02/8/2010.
I am a commercial customer of Dell and have purchased over 100 pcs in the last 15 years. I am totally shocked at the horrific service I have received from Dell. On December 20th I received a new Dell Vostro Desktop 220S. This was the second machine I had purchased in the month of December alone. While trying to install my 2008 version of Quicken I received an error and research indicated that I needed the new 2010 version to run on this machine. I searched the Internet for a download copy and the Dell site came up with a $29 download deal. I entered my credit card and purchased the 2010 version of Quicken.
Shortly after my card was charged I received a notification that it would take 1-2 business days for the email with download instructions to be mailed. “Download to me should be Immediate”. I waited the 4 days due to the holiday and still no download email. I then contacted Dell support via chat and waited for the 22 people in front of me for my turn. After waiting some 45 minutes I was greeted by the Dell representative and told that the order was already shipped.
When I explained that it was a download order, He said he knew nothing about how download orders worked and that I needed to contact Dell Customer Care via phone during normal business hours. The next day I waded through the voicemail system (again some 45 minutes) to reach a foreign speaking individual who informed me I needed Business Customer Service due to being a commercial account. He said he would transfer me (only to hang up in me).
I then called back waded through the same voicemail system (another 45 minutes) to reach the business support who said he also knew nothing about how to get a download product. I then said "Just credit this product". He said he would need to be transfer me to the person who issued credits and when he transfer me he hang up on me also. I called back again (45 minute process) to reach the credit department only to be told that download orders were not refundable. I said "Send me the download link or credit me". The agent said he would have to forward the request to management and this process would take up to 1 week.
The moral of the story is… “no matter how good of a customer you are Dell dumps on everyone”. (It took over 3 hours of phone time only to be told no one can help). I have had good luck with Dell equipment of the years but this service is Horrific. It is a shame that a $29 order has cost them a good customer.
1-14-2010 I received a call today from Dell stating my credit card had been refunded for the Quicken product. I asked if there was someone in management I could relay this experience to in order for them to learn form the issue. The agent said I would need to call tech support if I had any other problems and please don't tell her about my problem for she was busy and could not help me further. (Just thought management should know of the problem so it does not happen to others.... perhaps they will read this review?)
Dear Readers, At the risk of coming off as talcum powder in amidst a blizzard of other unhappy customers, I urge you to look at HP or any of the other numerous high-quality brands of computer manufacturers (they're a dime a dozen these days). I got my Vostro 1400 a little over two years ago - the customer support was passable during the support window which was sufficient. However, approximately 3 or 4 months ago I began having graphical issues with my laptop which soon resulted in a PC that wouldn't boot or POST.
I researched my laptop, and I found that there were many lines of laptops from Dell that suffered from a hardware defect pertaining to the nVidia 8400M graphics card that is integrated into the motherboard. I contacted Dell, and after a lot of fussing I was finally able to contact a supervisor who was able to find documentation about an extended warranty that applied to these affected models. And thus my real hardship began... I sent my laptop to Dell to replace the motherboard which the technician determined to be the root of the issue. The laptop worked fine for about a week and then - kaput - the exact same issues surfaced again.
I promptly contacted Dell and after several more hours of phone calls and arbitrary troubleshooting procedures, Dell agreed to replace the laptop for a second time. I finally received my laptop back again, and two weeks later the exact same issue occurred for a THIRD time. Again, around-and-around I went with Dell amidst accusations that the system was out of warranty and pointless troubleshooting. Reluctantly, Dell gave in again and replaced the motherboard for the third time.
Guess what? And this is a huge shocker - THE MOTHERBOARD FAILED FOR A FOURTH CONSECUTIVE TIME! Ring, ring - "Hello, Dell Computers, this is ** how many I help you?" and around we go again!!! The supervisor I talked to this time agreed to replace the entire PC after reviewing the entire case. I thought, "Finally, could this be? Competent technical support from Dell?" NO! ABSOLUTELY NOT! The engineer places an order for the replacement PC which is cancelled a few days later with NO phone call, NO email, and absolutely NO attempts from Dell to tell me why!
After expecting the PC for 2 weeks, I log in to discover this information. After waiting on hold for approximately two hours, I'm told for no less than the 100th time (I really, truly wish this was an exaggeration) that the system is out of warranty and I'm S.O.L.
The icing on the cake is that, after telling the engineer that I'm about to go buy a new laptop from HP (I already purchased a new tower from HP during this whole debacle since I was left without a PC for so long) - guess what he says? THE DELL ENGINEER RECOMMENDS I PURCHASE A NEW LAPTOP FROM HP!!! With customer support engineers like this, who needs enemies? Needless to say, I will not be buying another thing from Dell. This is **, fading back into the white noise of complains about Dell's horrible customer service. Over and out.
PICTURE BUTTE, ALASKA -- On November 11, 2009, I ordered a Dell Studio Slim Desktop online through the Dell Canada website. On November 12, 2009 the order was approved. Dell did not provide me with a shipping date. I assumed that late November, maybe early December the computer would have been shipped and at home. That would allow me to have the computer easily in time for Christmas. I was mistaken.
On November 23, 2009 Dell sent me a e-mail notifying me that the computer was delayed. Considering that it was a customized desktop I didn't find this any cause for alarm. In the e-mail Dell requested me to contact them if the order had not been shipped in 5 days and if I hadn't received any further notification from Dell. After the 5 days came and went I sent them a e-mail notifying them of the delay and requesting information about my order. In the e-mail I sent Dell I allowed Dell a 5 business day response time with the suggestion that if there was no response within 5 business days that I would be seeking a refund on my order.
After 5 business days had come and gone I still hadn't received any response from Dell. Just as I was about to give up on ever getting a response Dell finally sent a e-mail. This was on December 12, 2009. Dell apologized for not responding in the time period given saying they were experiencing a high volume of emails. Then they informed me again that there was a delay in the order. They also informed me that there would be no refund and the only way to get money back would be to return the order once it shipped. I was requested to reply for shipping information in 48-72 hours.
On December 15, 2009, I replied with a request for the shipping information. On December 16, 2009, Dell replied with the same information. The order was delayed. I was to contact them in 48-72 hours. On December 18, 2009, I replied again and requested an update on the order. On December 21, 2009, Dell responded. This time they requested that I provide the first and last name associated with the account for some security reason and to verify information of the account. I responded On December 21, 2009, by providing them with all the information including first and last name, associated with the account.
On December 22, 2009 Dell responded with a e-mail very similar to the ones they sent me on the 15th and 18th. Dell continues to inform me of my order being on back order and that there is no estimated delivery date. Dell says they have sent an e-mail internally to obtain this information and that I am to contact them for it in 48-72 hours. However, I continue to wait and wait and wait.
As I am a resident of Canada and the order is coming from the United States. I can forget about it being here by Christmas. I also recognize that because it is a customized desktop that it may take a little longer to get shipped. At the same time, considering the ordered was confirmed on November 12, 2009, it's seems to be taking extremely long. And on top of it all, I still have no indication that the order is any closer to being shipped than I did on November 12, 2009. How patient must I be?
ROUND ROCK, TEXAS -- Here is the copy of the letter I wrote to Michael Dell. I need to preface this with letting you know, the letter got me a fast phone call from his representative in INDIA! SHAME ON YOU MICHAEL DELL!!
Excerpts of letter: On Monday, November 2nd, my Dell XPS 710 turned itself off and would not go on anymore. After one and a half hours on the phone with the Philippines they agreed to send a service technician to my home. He came on Thursday. When he was done replacing the mother board among other things, my husband walked him out to his car and came back in the house to get ready to leave on an appointment. Fortunately, he did that because he came in to find our office was filled with smoke and the computer on fire!! I hate to think of what could have happened. My dog could have been killed and my home destroyed!
My husband had the technicians phone number and called him immediately after unplugging the computer. The technicians response was that he could not return without a written work order from Dell. How ridiculous is that! My calls to tech support, once again in the Philippines initially got me, “So sorry Miss”.
When I pressed the facts that a Dell representative, nearly caused my home to go up in smoke, they moved me up to the resolution level and it was agreed they would send me another computer equal or better to replace this one. Beyond that point I can get nowhere. They also asked my husband to plug in the computer to see if it went on. Plug it in? What? Cause another fire? I don't think so.
I was told the following: It would be a built using refurbished parts - NOT acceptable to me. I want new with full warranties and service; It would take up to 3 weeks for the computer to ship - Again, NOT acceptable. I am virtually unemployed without this computer. What do I explain to clients who have set deadlines for their work. Additionally I will be away for 10 days after November 18th. It cannot be delivered. AND I have to finish work before I leave. NOTE: IT IS NOW THE 19TH, IT IS NOT BUILT, LET ALONE SHIPPED.
If I ordered a new computer on line it wouldn't take that long to build it! I requested that a service tech come out when the new computer comes to rescue whatever can be salvaged off the hard drive of my now useless computer. My recent work and programs are on there! I was told “So sorry, we don't do that: You will have to hire a technician on your own". I have to pay? I didn't cause the fire!
Mr Dell, we have had only Dell computers for the going back 12-15 years. Ever since you sent you outsourced your technical and customer service to overseas, the service has been slow and ever so frustrating, while listing to someone you can barely understand, read out of a manual. They are respectful and courteous to a point of frustration because they tell you nothing!
With the utmost respect I want to say that my house could have burned to the ground, my dog could have been killed, and to hear days of, 'Yes mam, so sorry to hear this mam.” And, “This is all we can do, you have reached the top level of our support team."
When you do not get called back as promised, and a message is left that they will call again in a few days”. This is not acceptable anymore. When you are told there is no one on the escalation team available and they mysteriously find one, who just happens to be the woman who left the message, she would call again on Monday. On top of that she tells you she was too busy to call you again, but that I call too much. Well that is just over the top.
I would like to resolve this replacement of the computer, I am unemployed until this happens. My business is in jeopardy because I cannot meet client deadlines and my house could have burned down. I would think it would behoove Dell to want this taken care of, and me to be satisfied so this would just go away.
It is very simple and easy. Send me a new computer, not a refurbished one, equal to the XPS 710 as soon as possible. At the very least I would like delivery before I leave on November 18th. Send a technician who can retrieve the information on the hard drive of the damaged computer.
I do not think I am being unreasonable in my request, as this could well have caused the death of my pet, damaged to my home, and altered my life in too many ways, due to something a Dell representative did or didn't do while repairing my computer. Dell's liability would have been far greater than just replacing a computer.
We purchased Dell products when the catalog we were mailed offered a great deal. Twice I caught them putting a higher total price on our purchases. I had them change it. Now they won't allow us to see what they are charging. They only show us the balance. They said they don't believe it, truly, is us. I asked why and they say with an overseas Indian accent (every call) "We are not allowed to discuss this security matter with you." We had to send a faulty computer back from ** and got the new upgrade replacement 1525. I could not use it for some games..which we purchased it for.
The topper to this was that we began paying $100.00 over our usual monthly payment to get the interest down. We never ever signed any type of agreement to continue it, or allow any direct draw on a continued basis. When we stopped paying that $100.00 to Dell, Dell continued to take the $100.00 out of the bank over and over from our bank...while still paying the low regular monthly payments to them. I sent emails and called the financial department to make them stop (As a "preferred customer"). There was a month they stopped taking the $100.00... A month later I had to begin it again, as Dell started pulling the hundred again.
With no late payments, ever, they began pulling an extra $100.00 above our monthly payments. Stopped them for a month and last month they began again. B of A says they can replace money from India if they try that out of their accounts, but our hometown bank could not. I tried stop payments. It did not keep them out... seriously! Now I am still not allowed to get into the Dell accounts we pay on, and they rip off a full one hundred dollars a month... and see how much money they actually have taken and where it went.
The security problem came when we took a trip in our RV. I had a home away from home address in that RV, when we stayed on base in San Antonio. When I explained my husband was a Vietnam War Veteran and had to be there for his war-related disability... that is when the trouble began and I believe they are against us because of the word "Vietnam War Veteran". So feel free to mention ** a 100% Service-Connected Disabled Vietnam War Veteran, and his wife, ** who he actually fed many starving children of Vietnam in the war.
He is unable to work due to his war disability (a plastic plate over much of his skull) and we worked 7 years to get his disability pay which was far easier than working with India, I promise. We are moving our bank account out of a small hometown bank, sadly. We are upset the Bank of Beaver City, Beaver, OK. could not keep the "Stop payment" working against India's computer savvy Dell employees. Tell Dell you are concerned about how the ** family of ** have been treated, go ahead.
Signed, Mr.& Mrs. ** (Do you like American Candy?) I was told to FAX Dell at 713 977 0119 to explain the problems by faxing bank records which I shall do tomorrow. Pray for us. We need some Godly power to intervene. I called our government and they seem confused.
Note: This falls into the categories of service fee's, rep mistakes, poor customer service, warranty, repair services, reliability, product quality, product performance, & quality of service. So two weeks ago I bought a brand new 1075 dollar laptop. Two week later (today) my screen's shutting off repeatedly blue screen. I call tech support which I have free for a year, mind you no one speaks fluent English. I got hung up on 4 times, each time after putting in my code, giving my code to a rep, being transferred, and giving my code again, after literally 30 minutes each.
The second time I gave the man a # to call back in case it hung up because I told him I'd been hung up on. Well he never called back. The third guy said my issue was Microsoft update. So he said to do a system restore and it would work. Well I did that. When I cut it back on, my computer was no long protected. Mind you I paid over $100 for 3 year protection! Why is my computer not protected??? It won't let me fix the problem, and it won't let me do a quick or full system scan. And it's telling me that my computer and e-mail files need attention. So I call back. Another 45 min on hold, this guys transfers me and tells me I'll have to pay.
I said "no thank you" because I am not willing to pay. He said "I will see if we can get something worked out" or something like that so I wouldn't have to pay. Well this guy tells me that it's a software issue and I have a virus. Why did the last guy not tell me I had a virus? He said that it was Microsoft update and that a lot of calls were about that! But I gave him the same error message. Wth is going on? Not only do I have a virus now, but I have to pay $129 to get them to tell me how to fix it. What? I was protected before the last guy said to do a system restore to a previous point.
Are you serious? He really didn't give a freaking frack when I said I am not paying for something that was fine before I called you guys. And $129? How do I even know that it's a virus? The last guy didn't say that and I gave him the same error message. If he knew it was a virus why didn't he tell me that? And how do I have a virus when I have a hundred something dollar virus protection software? Now I'm being jipped. What do I do now? A two week old computer? The internet won't connect? And that's what I need it for. I take online classes and I needed it for school. I'm very disappointed in this service. Dell doesn't give a rats booty about its customers.
If they don't do something I'm going to go as far as I can go. I'm being ripped off completely. How could you charge 129 dollars for something that should really be covered. They only care about the money. No one but their own pockets. And the customer service is the worst ever. The very worst customer service I've ever experienced!! Ever. I'll be writing letters, emails, making calls and everything I can get my hands on until this issue is resolved. But for now this is my 3 cents (please excuse my grammar and punctuation, I'm on a Blackberry since my computer is unusable and very tired after my 3 1/2 hour holding hang up session with Dell).
ROUND ROCK, TEXAS -- At the beginning of my conversation with the sales representative I informed him I had a Texas State Tax ID #. At that point he stated we would get to that later. The events surrounding my experienced are as follows: During the purchase the price quoted (by a representative) was around $100-200 too high. This occurred several times during the telephone call with the representative. Each time I pointed out the error referring him to the website. It can be confusing to customers purchasing customized computers with the add-ons.
If the sales representative repeatedly misquotes the totals, each time in favor of Dell, how can the customer be expected to stay on top of this? Sound fishy? The advertisements on TV stated free shipping. However, the shipments were divided up into several smaller shipments. There were charges for some shipments and not others? The invoices were e-mailed to me with incorrect placements of shipping charges. I pointed it out and was told this could not be corrected. I informed ** that I would cancel the order if I did not receive correct receipts. He finally sent me corrected invoices by e-mail.
I was informed on Friday that Dell would not honor my Texas Sales and Use Tax Permit. Their customer service representative decided it was for personal use. I then began to circle back to get this corrected without receiving any response from either the original sales representative or customer service rep. Tax exempt status was a condition of my order. I made this perfectly clear at the beginning of the order, during the order, and in closing of the order. I only found out by accident this was not handled correctly at the point of sale. I have made repeated attempts to get this corrected but I encounter a roadblock at every turn.
On August 7th I copied the sales representative the following reply to the customer service rep's e-mail informing me she has determined this computer is for personal use: "I have a Texas Sales and Use Tax Permit with a State Tax ID Number issued from the Comptroller of Public Accounts. This certificate allows me to make tax free purchases. As instructed from the sales representative copies of the certificate and the invoices were mailed to:
Dell c/o Tax Department, One Dell Way, Round Rock, Texas 78664.
Please know, if this certificate is not honored by Dell I will return the items and purchase another computer from another seller. This is not negotiable. I have a tax ID number and I expect it to be honored. I will give you until 3:00 Pm Monday, August 10th. If I do not hear from you by then I will return the items Tuesday morning by USPS."
Then after hearing nothing from anyone on August 10th I e-mailed sales representative - Still nothing. How would you rate this experience if you were asked to do so? I have either refused delivery or returned all items to Dell at the specified address. I have made numerous telephone calls to get this order canceled and the Dell Preferred Account closed effectively. I can not get through to any one regardless of what I do. I have filed a formal complaint with the Attorney General's Office and to Susan Combs, Comptroller of the State of Texas. I have also mailed Kevin Rollins, COO copies of e-mail communications regarding my experience.