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.