Dell Computer Corporation Complaint - Dell - NEVER AGAIN (updated)
ST. PAUL, MINNESOTA -- I had purchased several systems from Dell and had a problem with one of them right out of the box. The Agent was quick to send out a replacement part but is came with out the Windows OS decal and the CPU Pentium 'M' decals installed. When I contacted them again they stated they would send them and never did. Upon many further contacts I was passed from technical support to customer care and back and forth several times. Orders were placed that never shipped along with some agents stating they were not able to ship the decal out. I did receive the Windows OS label but after several more battles with Dell support. This last attempt the agent instructed me they could only send the decals out on the part preinstalled at the factory. The new part arrived and no surprise to me the decals were not installed.
A final call to customer care ended with a Dell customer care supervisor stating they can not supply the decal as it is simply no longer available. This is an Intel Pentium 'M' decal that they are currently placing on many new Dell systems, so I know this is not the case.
I have had enough so I file complaints with the BBB and the state AG's office. Today 7/13/05 a Dell corporate agent called and stated that the decal is a cosmetic item and is not going to be covered under the Dell warranty since it is not a functional problem they will stand behind the warranty and will not ship the decal. He continued to inform me that Dell has given me many dollars in concessions and.... I stopped him there and stated that has nothing to do with this issue, he agreed and tried to continue.
What a warranty - you have trouble out of the box, requiring warranty replacemnet parts and when they arrive the functionality issue is fixed but the cosmetic aspect is broken and they will not stand behind you to resolve the issue. After all I no longer have the opportunity to send the system back since it has been past the time line.
As a result I will no longer support or recommend Dell as a product of preference to friends, collegues or business customers. I stated this to the Dell agent and he said that would be fine. So there you go that says it all with regards to Dells interest in the customer for future business.
I guess I will have to buy this decal off of eBay to cover Dells own warranty deficiencies. It appears more Dell product appears there anyway.
Good Luck Dell
Since Dell contacted me regarding my BBB complaint and stated the decal I am seeking is a cosmetic component and they are not covered by Dells warranty since they do not hinder the functionality of the system. So I ask; if you receive a replacement plastic part and it is cracked this also should not be covered under the cosmetic warranty, right... I don't think so. Who would live with a new TV that has a cracked plastic bezel that is not covered under the warranty?
Dell has also stated that they are standing behind this warranty and will not ship the decal to me. Once lyed to by customer care now the truth be told. They simply will not send the decal. Note: the decal is currently being placed on new product so they do have it available.
Dell has also been nice enough to CANCEL my pending order (due to ship 7/15/05) and they have also retracted all of the future purchase discount (concession) coupons.
Looks like Dell has take offense to my complaints regarding there service and has banned me from Dell. (great customer care)
This again indicates the childish mentality of Dell as some of the coupons were regarding other systems not even associated with this system or complaint.
More proof why I will stand with others when they say DO NOT BUY DELL!!!
FYI - A simple search has indicated more than 600,000 complaints regarding Dell. Why is Dell still allowed to do business in the USA?