Dell Computers - Make Sure Your Next Computer is Not Dell
Dell Laptop purchased in 2011 - Complaint
TEXAS -- My letter to Mr. Michael Dell. Also the Attorney General's Office has done nothing to help. I have two new Dell laptops and I am one unhappy woman.
May 21, 2011
Michael Dell, CEO
Dell Corporate Office
1 Dell Way Round Rock
Dear Mr. Dell:
Since it is impossible to find a phone number to call corporate headquarters and the only number that is available is India with whom I wish to file my complaint before sending it to the Attorney General’s Office in TX. I am addressing this to you. I feel that you should be made aware of what I encountered this month with my calls to India and I consider it a case of fraud.
We live in El Cajon, CA part of the year and in Peacham, VT the other part of the year. After many years of purchasing HP products, I decided to change over to Dell after hearing good reports from close business friends. I regret to say a very poor decision on my part.
I rarely call India as most problems I can resolve either by trial and error or with the help of Google. I had no problems with your product until this month. We purchased a Dell Laptop in April of this year at the Navy Exchange in San Diego. The computer I am now using to write to you is also a Dell Inspiron purchased at Costo in Burlington, Vermont last year.
I had a small problem with the software soon after purchasing it in CA. It was purchased on April 2, 2011 and the call was probably made one week later. The technical person fixed it in a very short time. However, about ten days later it reoccurred so I called Dell in India once again. This time I was told that it would cost me $69.00 for them to repair it. I told them I had three months for software repair, but the tech refused to do anything about it. I hung up and called back the next day and this time to repair the same problem, it was $293. The tech said I would be protected for one year under this fraudulent contract. I was outraged and called him a crook and notified them I would be contacting Dell in the USA. He proceeded to turn me over to his supervisor to explain why they had to charge me. I told him that I didn’t need to talk to a supervisor as I was already on to their scam and told the supervisor the same thing. Just for my own satisfaction I called back one more time and when I was being told the same story again, I finally said, “I don’t want to hear any more lies, I know what is taking place and I can fix it myself with Google.” By the time I finished speaking and in a very firm, angry voice, the man with whom I spoke told me something he said might get in trouble for and that was the repairs are made with the help of Google and I should be receiving free support for three months.
Finally, an honest man still exists at Dell, India.
So now we see the beginning of what I predict I shall see will be future happenings. We outsource our business to foreign countries, and for some time we get good and polite
service. However, the crooks takeover and we get what I mentioned above and this is probably just the beginning of what is to come. Of course, the headquarters won’t list their phone number or a fax number and when you ask India for a number their response is “we don’t know it.”
In my opinion it is dishonest and I have started my goal to discourage people from purchasing DELL. It is no wonder you don’t take calls, your lines would be tied up all day. If one sends e-mails or a fax, it goes to India and I am certain they go into the shredder so they continue their scam!
So now I shall have my husband make an appointment with the NEX officer when we return to share my experience and the desire to remove Dell products from all military exchanges. I will now file complaints to the BBB and the Attorney General’s office in TX and hope my quest for protecting future consumers can be accomplished.
Janice D. White
1046 Tarlo Court, ElCajon, CA 92019 and
P. O. Box 91, Marshfield, VT 05658
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