QVC Complaint - Very Poor Customer Service - Dell Inspiron Laptop
Dell Inspiron Laptop - Complaint
WEST CHESTER, PENNSYLVANIA -- Despite the fact that I'd like to do differently, I will be very short and to the point with this complaint and try to take my emotions out of it.
My mother ordered me a Dell Inspirion laptop from QVC for Christmas. I didn't even plug the computer in until the following day. On December 29th the computer stopped working and I doubt I've used it more then 3 or 4 hour combined. I spent an hour and half on the phone with Dell and they were unable to remedy the problem. They gave me several options, but the point that stuck out with me the most was they said "because I had purchased the laptop through QVC they were unable to replace the computer immediately" however, they could send me discs where they could walk me through a repair that would take a "very long time" and "was very confusing", their words, not mine. Or they also gave me an option to send a technician to my house to switch out the motherboard but were unable to send someone for up to a week. I understand that Dell was trying to be accomodating and I thanked them for that, but I was unhappy with the idea of getting a BRAND NEW COMPUTER and then immediately having to have repairs done to it.
Following this information I contacted QVC because with my new computer came instructions that if I had any problems I was to contact their customer service. When I was finally connected with a representative, she was curt and rude with me from the very instant she introduced herself. I gave her the short synopsis of my computer malfunctioning and that at this point it was a complete loss. She said "what do you want me to do about it". I told her I wanted a new computer and I needed it immediately due to a high volume of work and school work that I had looming and she said well , "all I can do is offer a you a refund, the computer ships directly from Dell and it's their problem." Here's the thing, the computer was purchased through QVC, I want QVC to fix the problem. I told her that I was not satisfied with a refund. At that point, I didn't want to talk to her anymore because I could instantly tell she was not going to be helpful.
At this point, my parents are out $1000, I have a computer that is not functioning, and I'm inconvenienced because I've had to take time out of my day for a problem that should have been fixed like this. "We'll send you a new computer with overnight shipping right now. It should be there tomorrow".
I have worked in customer service my ENTIRE life and I have eaten a TON of crow when people ask for things even when they are in the wrong, I oblige because the customer is always right. Well, I'm right, QVC is WRONG and this is terrible customer service. I encourage you to DO NOT DO BUSINESS WITH QVC. AGAIN DO NOT DO BUSINESS WITH QVC. Save your money time and hastle by going directly to the consumer.