Dell Computer Corporation Complaint - Dell is Incompetent
I originally ordered two desktops, a notebook, and three LCD monitors. on DELL's small business page. I recieved an order acknowledgement confirming what I ordered with the price. Dell overcharged my credit card by more than $400 for my Inspiron 8500 notebook which the screen on has now failed. The notebook did not come with the 3yr warranty I ordered or the rebate that was promised. A $450 17" LCD never arrived. After three months and countless conversations and emails Dell finally shipped a monitor, yet it a totally different monitor. Dell has given me the run around, not returned my calls, or my emails. Every call to DELL means that I waste my time on hold. When I do get a live voice, often the CSR does not have the training to understand my problem much less deal with it. DELL has become a behemoth that cannot manage its business. I'm sure there are happy DELL customers out there. However if DELL makes mistakes on your order, the remediation channels are difficult if not impossible to navigate through. The CSRs are incompetent and impotent. They have no real power in correcting issues and hide behind forms and procedures. I have come to believe my only recourse will be taking up the dispute with my credit card company or small claims court. I know my complaints will probably have little effect on DELL. At one time perhaps DELL relied on a good name and positive word of mouth. However, now with their campaigning of mass media advertising and large purchase contract deals, DELL can forget about the little guy. My experierience with DELL has been nothing short of a nightmare that I wish would soon be over.
Thank you for allowing me to post my complaint.