Missouri Attorney General Office

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Poor Customer Suport
By -

HAGERSTOWN, MARYLAND -- RE: Poor Customer Service/No coordination between departments
DELL Service Tag #5BHNH41, Express Service Code 115-786-883-53

When looking to purchase a computer, customer support was a primary consideration to me. Dell computer advertisements boasted of having one of the best technical supports available. This was the main reason why I purchased my Dell computer several years ago. I have also encouraged friends to buy Dell computers for the same reasons. When I purchased this computer, the sales technician suggested that I purchase a warranty for future hardware problems. Fortunately, I did so, with warranty coverage extending to March 2007.

My computer is for home use; however sometimes I use this for business, and found that this system suited all of my basic computer needs. I honestly love my computer and until December 2, 2005, I had little, if any problems.

Unfortunately, all this came to an end when I encountered a computer
lock-up and a blue error screen. On December 2nd, I called your Computer Hardware Dept., who ran me through a test which indicated that the hardware was fine. This Dept. suggested that I contact Dell's Software Dept., for necessary repairs. I called the Software Dept., who indicated that I would be assessed a $99.00 fee for their customer support for this unwarranted software problem, Order #701-175-038. Transaction ID: 6K760124J4042063M,
Item #8237704671.

I logged approximately 50 hours on the telephone, i.e. calling your customer support numbers and bouncing back and forth, (at least six times), between your Hardware and Software Depts. Your Software Dept. technicians had to reconfigure my hard drive at least five times, and unfortunately after the long hours of loading the disks and listening to the directions of your technicians, the computer again shut down and resorted to the same Blue Error Screen. The Software technicians kept telling me that my problem was in the hard drive, and after being bounced back to your Hardware Dept., they insisted that the hard drive

was fine and routed me back to your Software Dept. again.
Where's the coordination? The process of reconfiguring my hard drive was completed over again and again. I was totally frustrated and felt like a ping pong ball. You can see this on–going and seemingly never-ending frustration I incurred from the numerous case numbers that were issued to me from your customer support personnel.

The case numbers issued to me are as follows:

• 118507813
• 119441333
• 119451861
• 118574204
• 119519099
• 119935341

I spent countless hours of my time consistently asking your technicians why the Software and Hardware Depts. don't work together. It was a shame for me to be subjected to different diagnostic contradictions between both of these departments. The bottom line was always the same error code and for me to start the painstaking task and numerous hours of reloading my hard drive all over again. Even one of your software technicians was frustrated and was convinced it was in the hard drive, and suggested that Hardware Dept. would again TRY to bounce me back to the Software Dept., and stipulated to me to stand my ground and demand a new hard drive.

It wasn't until December 19th, that your Hardware Dept. realized that the problem was, in fact, my hard drive. The technician said that I would receive a new hard drive within three business days. I received this hard drive late in the fifth business day, only after calling Bantec, (Dell contractor), numerous times to find out when they would be calling me. After they put in the hard drive, I again called the number your customer support gave me to reconfigure the hard drive all over again. The technician said that Software Dept. should be doing this, however did assist me with this task. The computer kept locking up when I loaded some disks, and I again called your customer support personnel who said I would again have to reconfigure this hard drive. To say the least I went bonkers. Your hardware technician took pity on me and gave me a senior technician and delightful lady from the Philippines. She once again took me through the whole process and completed this in almost 3 hours. This is the best the computer has been running since it initially crashed on December 2nd. However, on occasions there are still some problems getting the disks to load onto the hard drive. After this previous long and tedious process I had with this problem and dealing with your customer support personnel, I am too tired to pursue more technicians. I did contact your customer support personnel and requested that due to this hard drive problem that I shouldn't have been assessed this $99.00 fee. Your people assured me that this amount would be deducted from my credit card.

I felt that you should be aware of the many problems you have with your technical and customer support. There were numerous times I waited to talk to someone on the phone for almost 50 minutes, and after making contact with that individual, was cut off…only to start calling all over again. Also, some of your Software technicians promised to call me at designated times. I waited and waited without them calling. When I called their extension I usually found that their mailbox was full…thus more of my time was wasted. For the most part, your technicians did try to help. If they had worked together, I'm sure that the time I spent with them on the phone would've been to a minimum had your Hardware Dept. realized that the problem was in my hard drive.

I would be wary of buying another Dell product due to the numerous problems I incurred with your Dell Customer Support program. Also, I would be reluctant to suggest to others to buy Dell computers (as I've done before), in the future.

How can you restore my confidence to buy future Dell products? I can't imagine going through this agony again. I would hope that you can do something with this customer support program, and not subject patrons, as well as myself, to the same dismal service I've recently incurred with your Dell customer support

     
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Trouble with Vonage
By -

ST LOUIS,, MISSOURI -- As a consumer from your state, I felt it was my responsibility to bring to your attention the following incident. I open account with Vonage back in June or July of 07 and when I received the hardware, I found out you need the internet to have the service. I then called Vonage and requested to have the service disconnected and the young lady did everything in her power to try to get me to keep the service. I kept explaining to her I could not use the service and please disconnect service. She then said I will give you free month of service I told her that I could not use it, I do not have internet.

She said OK. I then thought my service was disconnected due to I have never receive a bill from Vonage. I then receive email from Vonage later on in Aug 07 and replayed please cancel request cancel in July. I then check my checking account in Oct 07 to find out Vonage had debited my account on Sept. 4, 07 for 27.36 and in Oct 2 for 25.11 without my permission. I have called twice trying to get a refund talking to people overseas that will not listen just trying to offer ways to keep Vonage.

I talk with 3 people today Oct 22, 2007 two reps and a supervisor who would not refund me my money and wanted to charge my account another 39.95 to disconnect service. I was on the phone for over a hour. I got so upset with the runaround. I advise them to close my account and do not debit my account ever again. I now have to closed my checking account to avoid anymore charges from Vonage, because as I read other upset customer issue they never stop charging your account until you do so.

As a resolution, I would like the following: I would like to know what are my option as a consumer to get my money back and what can be done of them treating people this way. I also would like my money back because I never install Vonage and has requested it be disconnected from day one. Also I need help with canceling them without a term fee that they state you have to view their terms and agreement on the internet. Please help! Please contact me if you need more details regarding this incident.

     
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$1,400 Cell Phone Bill!!
By -

JUPITER, FLORIDA -- As a consumer from your state, I felt it was my responsibility to bring to your attention the following incident. I have been a good customer of T-Mobile since 2004. I've paid my bills on time. My wife's and my phone bill typically ranged around $185/month. Starting around 11/2006, we started getting phone bills around $400 +/-. Our most recent phone bill was nearly $300, so my wife called in to discuss the bill. While she was trying to find out why the bill was so high, she was told that her new bill was almost $1,400!!! When she asked to repeat the amount, the agent started laughing.

Later that evening, I called to ask what we could do to rectify the situation. I suggested we upgrade to a new plan retroactive to the beginning of our new bill. The agent I spoke with, named ** (he wouldn't give me his last name) refused because 'the billing cycle had already ended.' We hadn't even received this $1,400 bill yet! But, supposedly there was nothing he could do.

I asked when the billing cycle had ended and it was less than a week ago. So, I asked if I had called a week ago, would they have been able to make the update? "Yes," the agent said. I asked for some common sense and reasonability and the agent said I should have used common sense and called a week ago and made the change then. He was impressively unhelpful and patronizing. I canceled my account then and there.

I really don't think it's principled to pay this bill, but I know that if I don't, it will affect my credit and I'll end up paying thousands more in increased interest rates in the future. I get the feeling T-Mobile knows this too and couldn't care less. As a resolution, I would like the following: I would like to find a reasonable solution. I would accept upgrading my wife's and my accounts to their 'nationwide unlimited minutes' plan retroactive to this $1,400 bill we haven't even received yet. Please contact me if you need more details regarding this incident.

     
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Complaint on AllSat, Inc
By -

BUFFALO GROVE, ILLINOIS -- As a consumer from your state, I felt it was my responsibility to bring to your attention the following incident. I ordered DISH Network services and was referred by them to AllSat, Inc, for installation. I was initially told that it will work fine with my TIVO. First my receivers did not work correctly and would lose signal overnight. Then after long and painful talks with their tech support, I was finally told that no, it is not compatible with TIVO. Since I was told that I have 4 days grace period, I cancelled it on 4th day.

Never mind that I lost a lot of time and had to pay separate contractor to come and take down the dish, since DISH network does not collect its equipment but requires you to take it down yourself or pay for it. Month later, I get bill from AllSat on Jan 20th that I have to pay by Jan 25 $295 cancellation fee or they will send to collection. I looked all over the contract and did not find grace period mentioned anywhere, but they insist that it is 3 days now and they have it in their policy, but this information is only available to them. I asked Mr. ** to provide me with a last name, but he refuses and strongly objects to recording our conversation.

DISH Network tells me that they are not involved at all, but they were also informing me about 4 days grace period. I can only assume that it is the tactic to lure customer to take one extra day and make them pay cancellation fee. I could not believe that such company would do stuff like that, But I guess I am mistaken. Company website is www.allsat.com. As a resolution, I would like the following: ssk the companies to provide clear statement for grace period and waive the fee which I acquired because of their misleading tactics. Please contact me if you need more details regarding this incident.

     
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Dell Corp
By -

As a consumer from your state, I felt it was my responsibility to bring to your attention the following incident. I ordered my computer 1/1/06, it arrived 1/5/06. I put it together the same day. The following day, I realized there is a software problem. I spent 5 hours on the phone and online with Dell. With no satisfaction, I was told that for 99.00, they would fix my less than 24 hour old computer. Now I ask you, if you bought a set of tires, and they went flat sitting in the tire store parking lot while you were paying the bill, would you be responsible for repairs to those tires?

As a resolution, I would like the following: I would like for them to fix the problem on a computer I just paid 1,000.00 for. Please contact me if you need more details regarding this incident.

     
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Cingular Fraud
By -

ST. LOUIS, MISSOURI -- As a consumer from your state, I felt it was my responsibility to bring to your attention the following incident. My phone was activated in 8-02. My husband only took the plan because he was told free nationwide calling and no roaming charges. Last month, I went to Georgia and in my Nokia book, under roaming charges, it states if your phone is in roam, it will say ROAM. Needless to say, the only words on the phone was 'Cingular' which according to the book, my phone was not in ROAM. When I received the bill, it was $196.

I have called Florida from my phone when I was out of town before and never got ROAM so I never expected roaming charges, especially since there were not supposed to be any, or so we were told. A company obviously will tell you anything to get you to sign a contract. As a resolution, I would like the following:

I called customer service and the man told me my husband couldn't have remembered what the salesman said since it had been a year, who did he think he was to say such a ridiculous thing. My husband has a memory like an elephant, he forgets nothing. They reduced the bill to $122, which tells me he knew Cingular was in the wrong, but I never should've had any roaming charges since it never said ROAM and always said Cingular.

When I told customer service what the book says about roam, he said that was a manufacturer's mistake who wrote the book, it had nothing to do with Cingular. I had my mom (**) get the same plan with Cingular but we will both cancel our contract when it's over. I want my bill the way I was told it would be every month regardless $39.99 roll over. When a company tells you one thing and does another, that's FRAUD. Please contact me if you need more details regarding this incident.

     
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J.D. Marvel Products, Inc.
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As a consumer from your state, I felt it was my responsibility to bring to your attention the following incident. On 8/14/2003, I order 3 pair of slippers from J.D. Marvel, paid with check no. ** for $21.80. The check was cashed on 8/25/2003. I have not received my order and have been unable to contact them. On 10/24/2003, I went on the internet and found so many complaints was unable to read all of them. As a resolution, I would like the following: I would like some help in getting my order or my money back. Please contact me if you need more details regarding this incident.

     
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Fraud
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NAPOLEON, MISSOURI -- As a honest consumer from your state, I felt it was my responsibility to bring to your attention the following incident. It is about time that one has an avenue to pursue fraud on a payment from an online auction. You could lose about 75% of your payment after going through the auction company. As a resolution, I would like the following: ways to ensure seller refunds monies if not making shipment of merchandise. Anyone else selling merchandise and does not deliver would be charged with fraud. Please feel free to contact me if you would like more details regarding this incident.

     
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