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Dell Computers Complaint - Fradulent Dell computer practices
Complaint
TRUMBULL, CONNECTICUT -- As a consumer from your state, I felt it was my responsibility to bring to your attention the following incident.
On Friday November 7th, 2003, I contacted Dell customer technical service about not being able to connect to the internet. After 3 and 1/2 hours on the phone with people from India and Pakistan (they've moved their customer support over there for cost issues) They gave me fictitious names like, Lynnette, Sean, Erin and these were people from Bangalor India. After telling me I needed a new modem and being hung up on about 17 times I was told that there would be someone able to come out on Monday. They asked me to choose a window of time. I chose between 8a.m. and 12 p.m. and took the time off from work. When monday came not only did no person come out they also never contacted me in any way. At approximately 12p.m. my husband (who works in Stamford) tried contacting Dell and was on hold for 3 hours after being re-routed and just hung up on. Again, the only people we were able to get were people from foreign countries who had a serious language barrier and just constantly hung up on us. We finally ascertained that the part had not been shipped and they in error had given me a dispatch number that didn't actually do anything. We also paid for a warranty on this computer when we purchased it. (3Year contract with 2 years left on it). These people would not do anything to help us and at the last minute said they would get someone out here. They finally did fix the problem but I had already lost a full day of work.
As a resolution, I would like the following:
I feel that this company should be investigated for fraudulent promises they make. For taking peoples money for a product and warranty and not honoring it. People should also know that my personal information is all over the place in Pakistan and India. They made an appointment with me and never honored it or called.
Please contact me if you need more details regarding this incident.
On Friday November 7th, 2003, I contacted Dell customer technical service about not being able to connect to the internet. After 3 and 1/2 hours on the phone with people from India and Pakistan (they've moved their customer support over there for cost issues) They gave me fictitious names like, Lynnette, Sean, Erin and these were people from Bangalor India. After telling me I needed a new modem and being hung up on about 17 times I was told that there would be someone able to come out on Monday. They asked me to choose a window of time. I chose between 8a.m. and 12 p.m. and took the time off from work. When monday came not only did no person come out they also never contacted me in any way. At approximately 12p.m. my husband (who works in Stamford) tried contacting Dell and was on hold for 3 hours after being re-routed and just hung up on. Again, the only people we were able to get were people from foreign countries who had a serious language barrier and just constantly hung up on us. We finally ascertained that the part had not been shipped and they in error had given me a dispatch number that didn't actually do anything. We also paid for a warranty on this computer when we purchased it. (3Year contract with 2 years left on it). These people would not do anything to help us and at the last minute said they would get someone out here. They finally did fix the problem but I had already lost a full day of work.
As a resolution, I would like the following:
I feel that this company should be investigated for fraudulent promises they make. For taking peoples money for a product and warranty and not honoring it. People should also know that my personal information is all over the place in Pakistan and India. They made an appointment with me and never honored it or called.
Please contact me if you need more details regarding this incident.
Comments:
Posted by Anonymous on 2003-11-13:
Sule314, i hear you.
i am in the process of getting my dell laptop.
i ordered the product on 07Nov and made a change on delivery location on the 08Nov. what a mistake have i made.
The laptop i ordered is now "en-route" to my old address and dell customer service is telling me that since i am paying for the product through dell financial service therefore there is nothing they can do...their advice for me was, in the future if i order the product through dell again, I should update the delivery address now.
What a joke, the woman answered the phone for me, her name is "MITCH". i like to meet her/him and thank her for the advice.
i am in the process of getting my dell laptop.
i ordered the product on 07Nov and made a change on delivery location on the 08Nov. what a mistake have i made.
The laptop i ordered is now "en-route" to my old address and dell customer service is telling me that since i am paying for the product through dell financial service therefore there is nothing they can do...their advice for me was, in the future if i order the product through dell again, I should update the delivery address now.
What a joke, the woman answered the phone for me, her name is "MITCH". i like to meet her/him and thank her for the advice.
Posted by Anonymous on 2003-11-13:
Sule314, i hear you.
i am in the process of getting my dell laptop.
i ordered the product on 07Nov and made a change on delivery location on the 08Nov. what a mistake have i made.
The laptop i ordered is now "en-route" to my old address and dell customer service is telling me that since i am paying for the product through dell financial service therefore there is nothing they can do...their advice for me was, in the future if i order the product through dell again, I should update the delivery address now.
What a joke, the woman answered the phone for me, her name is "MITCH". i like to meet her/him and thank her for the advice.
i am in the process of getting my dell laptop.
i ordered the product on 07Nov and made a change on delivery location on the 08Nov. what a mistake have i made.
The laptop i ordered is now "en-route" to my old address and dell customer service is telling me that since i am paying for the product through dell financial service therefore there is nothing they can do...their advice for me was, in the future if i order the product through dell again, I should update the delivery address now.
What a joke, the woman answered the phone for me, her name is "MITCH". i like to meet her/him and thank her for the advice.
Posted by Anonymous on 2003-11-14:
I bought a Dell Laptop and software in 1997 and had a horrible time getting support for a problem. Besides spending hours on the phone waiting to get help. Everyone I talked to said I should contact the software makers. When I asked to speak to a manager they said the managers were very busy and could not talk to me. I swore never to buy another Dell product again!
Unfortunately, my Fiance had a Dell when we started going out and her monitor failed while still under warranty. Of course she wanted me to contact Dell to resolve the problem. I waiting almost one hour to talk to someone at Dell. They gave me the run around for another hour. When I asked to speak to a manager Dell put me on hold for another hour until I needed to hang up. This Company does not deserve to be in business!
Unfortunately, my Fiance had a Dell when we started going out and her monitor failed while still under warranty. Of course she wanted me to contact Dell to resolve the problem. I waiting almost one hour to talk to someone at Dell. They gave me the run around for another hour. When I asked to speak to a manager Dell put me on hold for another hour until I needed to hang up. This Company does not deserve to be in business!
Posted by Anonymous on 2003-12-03:
Dell sells Microsoft Office for $359 but does not tell you that you must buy additional software for each additional computer. In fact they lied to me and told me I could install the Office disks on a new computer I ordered. Buying the software directly from Microsoft or any retail store would cost $459 and can be installed on more than one computer. I spent over five (5) hours playing the Dell support game of not receiving satisfaction and being transferred to some other department that forced me to start all over again with the explanations and still provided no solution. BOTTOM LINE: DON'T BUY MICROSOFT SOFTWARE FROM DELL!
Posted by Anonymous on 2003-12-06:
Every piece of software I got with my DELL is either a DEMO version or a BETA version. The software is at least 2 years old and must be "upgraded" to do anything. Right, no FREE UPGRADES!
I have complained to the FTC and the FCC - it might not hurt if more did that. These agencies "regulate" the computer industry - hee hee hee!
Hmmm, maybe these agencies don't have offices in Bombay!
I have complained to the FTC and the FCC - it might not hurt if more did that. These agencies "regulate" the computer industry - hee hee hee!
Hmmm, maybe these agencies don't have offices in Bombay!
Posted by Anonymous on 2003-12-06:
I also bought a Dell and the Foreign reps are a pain in the neck. The Dell customer service is so aweful I would recommend that people consider shopping elsewhere.
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