Dell Computer Corporation Complaint - Dell wastes my time - Dell DJ20, Customer Service and Rebate
LOS ANGELES, CALIFORNIA -- In August 2005, I inquired through DELL sales about a Dell DJ20. The purpose of this item was not to record songs, but instead to record lectures from professors at my daughter's college. I could tell the salesman's voice and use of slang that he was young, and I explained to him the reason and specific intended use of this item. I got a lot of "oh yeah, no problem - it will do that, etc..." The price he gave me over the phone was the adjusted price after the rebate had been subtracted, although he did make note of the rebate.
When I received the DJ20, the instructions indicated it would only record in ten minute increments. Since lectures are typically one to two hours, the DJ20 would not serve the purpose intended, so I called Dell to see if their techs could verify what I had read on the instructions. The techs were very polite and friendly, but I couldn't understand them. It was very frustrating. I called them several times, hoping to get a tech that knew what he/she were talking about and had less of an accent so I could better understand, but I was unsuccessful in my attempts. Let me stress, however, the techs were very respectful and polite, I just had a hard time understanding them because of their heavy accent. The techs concluded that it would only record in ten minute increments. After testing it myself, I found that it does indeed, despite what the instructions and techs said, record for a very long time - well over two hours.
My next challenge was getting my rebate of $50.00 from Dell. I called numerous times to Dell’s Customer Service to obtain information about the rebate. One of the Customer Service Reps (CSRs) told me that he didn’t have record of my rebate in the system, and that he would send one in for me. That was October. Since then I have been involved in an email campaign to locate the whereabouts of my $50.00. I have had some CSRs tell me there is no record of my rebate claim, and another that states she found evidence it was received in September of 2005. This CSR had me contact the Rebate Center (again), but my efforts were to no avail.
I have spent more time on the phone, pushing button after button after button, to get to the right department, but I always came up with the same answer. “We have no record of your rebate being submitted.” I have now decided to give up on my fifty bucks. Over the last six months I have spent hours and hours on the phone, and my time is worth more than fifty bucks. I can only now share my experience with others in an attempt to warn them about what they may encounter should they chose a Dell product.
Dell products are outstanding, but Dell tech support, sales and customer service are severely lacking.