Missouri Attorney General Office

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Poor Customer Suport
Posted by on
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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Complaint on AllSat, Inc
Posted by on
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 loose signal overnight. Than 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 Allstat 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. Scott 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:

Ask 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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drafterd on 2006-02-03:
Read my current issue with allsat.
To Whom It May Concern:



My name is Ysidro Avila. I recently signed up for your all sat top 180 with dvr up grade for 3 tv’s for an initial 49.99 fee charged to my credit card. This package was a promotion which also included 3 months @ 42.99 for this service then 52.99 after the three months based on an 18 month contract. The install was scheduled for today Thursday February 2, 2006. I called and told my current sbc satellite provider to cancel service today since all sat was going to have service installed.



Today no on ever came to install this service, I called Dish Network 3 times and spent almost a total of 3 hours on my phone and cellular phone, then I was told to call all sat, which I did twice, being told the first time by Angel to call 1-888-699-0020 then go to option number 2. All that did was tell me I would get a refund. So I called back and spoke with a person named David I believe and then he said all I could do was write support@allsat.com to explain my problem.



So now after wasting approximately 3 hours of my day, and time writing this email, I still have no television service for my disabled mother and brother whom I take care of at home, no explanation for the cancellation which I did not request. I cannot believe the unprofessional service that I have seen today. I work in a professional environment, deal with multi million dollar companies and small dollar companies on a daily basis, we treat our customers with prompt and professional service. We do not tell them to call back or email, or send them on endless phone calls that waste there time. We get them to there destination and make sure there happy and that is why my company does so well. I don’t understand why your company which is Dish Network related has such horrible customer service and cannot fix something as easy as mistakenly cancelled service. I am really disappointed and am considering to disregard being an all sat Dish Network customer, because I have only had service for on week and didn’t even get my service installed and already have to deal with horrible service. So tell me how long does it take before a customer gets the service and quality care that they deserve?



I further more expect a fast solution to this mishap. I would like the service I was told I would get for the price I paid a full refund of my 49.99 or however much was charged and service to my television promptly. Considering you’re a multi million dollar Dish Network national related company I don’t think that is to big of a request. Please make me a happy customer and not an irritated one. A happy customer will get you more customers; an unhappy customer will cost you ten good ones…

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Trouble with Vonage
Posted by on
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 due 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 form 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 supurvisor 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 run around 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 there terms and agreement on the internet. Please help!

Please contact me if you need more details regarding this incident.
     
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User Replies:
Anonymous on 2007-10-22:
Read the contract.
Good luck.
<;O)
Khill on 2007-10-22:
Hello Everyone Vonage is Terrrribllle, Please due not every sign up with them the due not give correct info upfront no matter what once the get your info it takes for everything in the world to get disconnected with them and God forbid you need a refund from them due to there error to them debting your account once you request to cancel your services. Watch out for there cancel fee that you never here of or read about until you request to cancel. KHill
Anonymous on 2007-10-22:
Thank you for the information.
<;O)
Anonymous on 2007-10-22:
My Vonage works great!
Ponie on 2007-10-23:
Best cut and paste job I've read in a long time. (Sarcasm OFF)
Anonymous on 2007-10-23:
I think Pirate wrote that..
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$1400 cell phone bill!!
Posted by on
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 $1400!!! 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 'Mike J' (he wouldn't give me his last name) refused because 'the billing cycle had already ended.' We hadn't even received this $1400 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 $1400 bill we haven't even received yet.

Please contact me if you need more details regarding this incident.
     
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User Replies:
warddw1526 on 2007-02-15:
A suggestion for you. Threaten to cancel the phone. They will connect you to a retention department, who may try and keep you as a customer.
MRM on 2007-02-16:
Cancel the wireless service until you learn how to use the remaining minutes feature on your headset to keep track of the minutes you have used.
Rob777 on 2007-02-16:
Sorry to hear that. I used to work for tmobile and the agent you had was very ignorant tmobile is a very fair company you should have escalated the call to a supervisor and also report the agent. I don't know if tmobile could fix the bill but they might be able to give you a goodwill credit or at least retention credit considering you cancelled your acct tmobile is very good to employees. I worked under a outsourced company named mcci which is located in Canada. THey suck on the other hand lol! Good luck in future endeavors hope you don't get skrewed again and next escalate the call agents really don't have the ability to do much at tmobile the supervisor has all the power.
adzidek on 2007-02-16:
You must be kidding. How exactly do you figure you can ask them to "retroactively" change your bill? I mean, even if they could - why would they? Because YOU lost track of your free minutes and put hundreds of dollars in overages on your phone? That's like buying a box of chocolates, then later going back to the store that sold them and saying, "Can you give me some of my money back - I ate the chocolates faster than I expected I would". Are you nuts?

By the way, $1400 is a LOT of money - are you sure you're not a victim of cellphone fraud? 'Cause that would change everything...
CrazyRedHead on 2007-02-16:
This sounds like he got roaming charges if he is willing to upgrade to the nationwide unlimited plan, he may be on the regional plan. Roaming can add up quite quickly if you are not careful.

If you went out of your area and racked up roaming charges, how is this T-Mobile's fault. If this is the situation, you should be taking responsibilities for your own charges. I don't call T-Mobile to yell at them for something I did on the bill, I just pay it. I will ask them to help out, but if they don't, I just suck it up and drive on.
Extended Warranty on 2007-02-16:
Adzidek, I don't like your comparison, here's mine :P

That's like filling up your car with gas, but not putting enough in. You run out of gas and there are no gas stations within 50 miles. You pay someone to come and fill you up. Then you go back to the gas station and demand they refund you for paying that guy, or you will never buy gas from them again.
heathernumber on 2007-02-16:
I wOULD DO BUSINESS WITH THIS COMPANY ANY MORE. I HAVE A CUSTOMER REVIEW ON THIS SAME COMPANY. WHERE THEY ARE CHARGING US $1200. I HAVE CALLED THEM MULTIPLE TIMES TO RECTIFY OUR SITUATION, ONLY TO BE TOLD THAT IT'S OUR PROBLEM WE MADE THE CHARGES WE HAVE TO PAY THEM. WE SUPPOSEDLY WENT OVER THE MINUTES DURING THE TIME ONE OF OUR PHONE WE COULD USE FOR TWO WEEKS. WENT OVER IN MINUTES OVER 200 DOLLARS. I HAVE BEEN DOING SOME HUGE INVESTIGATIONS ON THIS COMPANY THEY HAVE SO MANY COMPLAINTS ON THERE CUSTOMER SERVICE AND BILLING . I WOULD HIGHLY SUGGEST REALLY THINKING ABOUT WHETHER U SHOULD DO BUSINESS WITH THIS COMPANY.
heathernumber on 2007-02-16:
I wOULDNT DO BUSINESS WITH THIS COMPANY ANY MORE. I HAVE A CUSTOMER REVIEW ON THIS SAME COMPANY. WHERE THEY ARE CHARGING US $1200. I HAVE CALLED THEM MULTIPLE TIMES TO RECTIFY OUR SITUATION, ONLY TO BE TOLD THAT IT'S OUR PROBLEM WE MADE THE CHARGES WE HAVE TO PAY THEM. WE SUPPOSEDLY WENT OVER THE MINUTES DURING THE TIME ONE OF OUR PHONE WE COULDN'T USE FOR TWO WEEKS. WENT OVER IN MINUTES OVER 200 DOLLARS. I HAVE BEEN DOING SOME HUGE INVESTIGATIONS ON THIS COMPANY THEY HAVE SO MANY COMPLAINTS ON THERE CUSTOMER SERVICE AND BILLING . I WOULD HIGHLY SUGGEST REALLY THINKING ABOUT WHETHER U SHOULD DO BUSINESS WITH THIS COMPANY ANY LONGER.
FloridaLizardQueen on 2007-02-16:
I do believe the original author of this complaint did cancel his account and is no longer a customer of T-Mobile. I personally don't have any problems with this company, and I am sorry that "skrewed" did.
Shakra on 2007-02-16:
heathernumber - calm down. There's no reason to Shout. We can hear you.
Shakra on 2007-02-16:
I agree with those that want to know why Tmobile should forgive the $1,400 phone bill you racked up. We have to pay our bills. Why shouldn't you?
adzidek on 2007-02-16:
LOUD NOISES!!! (People who have seen Anchorman will understand this reference :)

P.S. I love lamp.
warddw1526 on 2007-02-17:
I will not be as a callous as some and say that the charges are valid, but you expect T-Mobile to bend over backwards to keep you. Someone made the point that cell companies offer the ability to check usage (phone features, the website, or just calling and asking).

However, they probably should have done something to keep you as a customer. There has to be some middle ground.
Shakra on 2007-02-17:
skrewed didn't say that the $1,400 bill wasn't theirs. He was trying to retroactively change his calling plan so he can get out of paying that much.
heathernumber on 2007-02-19:
PLease read my complaint on T-mobile. was loyal customer for 4 years. when all was said and odne they tried to charge me over $1200 to close my accounts. I will continue to complain about this company until my situation has been resolved. I highly suggest you do too. because obviously, people back down to this company all time if they continue do all these maticulous things to there loyal customers.
acarmatt on 2007-06-07:
Heathernumber, please learn how to write a logical, concise, and correctly spelled sentence. As people have told you over and over regarding your posts, there are two possibilities to your situation. 1. You incurred the charges and owe them. We don't care that the calls were late at night or you have a baby or whatnot. LOOK AT YOUR FREAKIN'BILL and see if the numbers are numbers you dialed. Are they back and forth between your number and your boyfriend's? Guess what? You made them. If not, then 2). You are the victime of cellphone fraud and should contact the police. Not about T-Mobile and how they are defrauding you, but about being a victim of identity theft.

My assumption is you either didn't have a plan with free roaming and/or free long distance and just gabbed to your heart's content and now don't want to pony up the money. Also, spend your day doing something other than going to every post about T-Mobile and entering your same sob story.
BOBOLAMA on 2007-09-08:
yep I had a problem too. had 3 razor-phones,and only cost 19.99 per phone, one time charge.I was on my favs plan. 1000 anytme minutes. it was great for 130.00 per month,..but then cam a bill for $480.00, the $600.00. it seem that my daughter satrtin using AIM text messaging,and had over 2000 send/receive messages. I didn't pay fas enough so T-Mobile cut my phones off. I switched back to pay as you go,the service is still as good, just less minutes.
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Dell Corp
Posted by on
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 that 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 1000.00 for

Please contact me if you need more details regarding this incident.
     
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miketech on 2006-01-07:
Can you return it and get a real computer? No offence but most Dell's are more like a toy than a real computer.
Mad Eye Moody on 2006-01-09:
MikeTech knows his S@#$# - I'll bet he could make your 1k go a lot further than Dell could. P.S. Mike has officially earned himself a spot in Mad Eye's Rat Pack. Welcome MT.
miketech on 2006-01-17:
Thanks Moody :)
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cingular fraud
Posted by on
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 manufacturers mistake who wrote the book, it had nothing to do with Cingular.I had my mom (Helen Tinnell)get the same plan with Cingular but we will both cancel our contract when its over.I want my bill the way I was told it would be every month regardless $39.99 rollover.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.
Posted by on
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 jd marvel paid with check no 1578 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
Posted by on
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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IcyFire on 2004-04-09:
SO weird! I know a Dustin Crider, but he lives in Poplar Bluff, interesting....
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