Dell Complaint - Organized Effort to Not Honor Refund
SAN DIEGO, CALIFORNIA -- As a consumer from your state, I felt it was my responsibility to bring to your attention the following incident.
I am writing to inform you that Dell is a fraud. The company offers a 30 refund policy. But when I asked for the refund within my 30 day window due to wrong parts installed and corrupted Operating System, Dell would not refund my money because they said that 'they have to exhaust all their avenues/resources before that could be granted'. I repeatedly asked for my refund and tech support (from India with severe language barrier) continued to stall by troubleshooting with me. During this process, I had to leave work early to call from home, was on hold for hours, transferred many times, more holding time in between each transfer, just to speak to people that couldn't speak back to you. The tech support blamed the malfunctions onto my printer, software applications and many other things, but none was correct. While I kept asking for my refund, they just wanted to troubleshoot with me.
Then after literally every weekend, at 4 to 8 hours each for over 2 months, Dell still wouldn't give me my money back and said that I'm now outside my 30 day window and I can no longer get my money back. The best they could do for me is to send me a 'REFURBISHED' computer. Now, I've spent over $1800 for a used computer. I'm a teacher and bought this computer with my own money for my class. This really hurts!!!
Also, while I was troubleshooting with Dell on the average of 4 to 8 hours every weekend for 2 months, I've asked them to call back due to my phone battery dying, each tech said they would call but no one, I mean NO ONE ever called once. I started documenting all my calls and asked for names for accountability reasons. The techs would give me fictitious names or wouldn't give me a name at all. One even tried to say 'he had to get a drink of water' before giving me his name. At least, make a more believable lie!
Initially, I thought I was the only unfortunate soul. I asked for the name of a Dell official to send my letter of complaint to. No one would give me a name! I contacted the producer of TalkRadio Show, K-ABC, Technology Show in Los Angeles. He tried to email 2 Dell officials on my behalf, as well as my 3 page airmail letter I personally sent to another Dell official, but no one, I repeat, NO ONE has responded to my letters.
I searched the Internet on Dell, and to my amazement, I found thousands of complaints on numerous sites, dated from year 2000 to current dates. The scariest part was that every complaint I read about was identical to mine: wrong parts installed, Dell not willing to replace wrong parts, collect your money for more expensive parts but install cheaper parts, long holding time, refuse to refund customers, paid for extended warranty but Dell would not honor their contract, replace parts with only refurbished parts, just to name a few.
In summary, Dell MISrepresents themselves, sells parts/computers that they claim would do a certain job, but they don't live up to their claims, does not honor 30 day refund policy, extended warranty and tech support service are not delivered up to standard, (contract to India where techs can't speak English and read from a manual),
and an organized concerted effort to push consumers outside their 30 refund window by stalling and troubleshooting with them, and not allowing the refund to take place, even when consumers repeatedly ask for their money back during the first 30 day window.
I'm not the only one that have fallen into Dell's unscrupulous business practice. Thousands of people who do not know each other, yet share the same stories can not be all wrong! Please investigate Dell's fraudulent practice. They cannot continue to mistreat people's hard earned money with no regards. What happened to America's integrity and moral standards? I, as an individual is helpless. But the District Attorney's office has the power to weave the moral fiber back. Please look into Dell's business practice. Perhaps a Class Action lawsuit might be in order?!?! I've already filed a report with the Better Business Bureau and I'm at the end of my ropes. Please help! As a teacher, I try to teach my students, as well as my own children, the importance of INTEGRITY! Please help me teach and demonstrate to the next generation the true meaning of INTEGRITY, ACCOUNTABILITY, and RESPONSIBILITY!
Thank you for hearing my plea! If you need more information, I would be happy to share them with you. I've documented my dealings with Dell! My email is Marantha7@aol.com
Again, thank you for your prompt attention to this matter!
As a resolution, I would like the following:
I would like 100% money back refund from Dell, which means the computer and monitor included.
Please contact me if you need more details regarding this incident.