Dell Computer Corporation Complaint - Dell Will Take Back Your Dell Dollars If You Return Defective Products
ROUND ROCK, TEXAS -- I received a letter from Dell Computers on Feb. 27, 2008, verifying I had $100.00 in "Dell Dollars" from a previous computer purchase, to spend on any Dell Product. On that original purchase I paid an extra $169.00 for a promotion package they were offering that included an anti-virus program (which messed with my firewall and had to be removed from my computer) and an extended warranty, neither of which I cared about having. However, the salesperson convinced me that I would only be paying $69.00 for the package because I would receive $100.00 back in the form of Dell Dollars. So I paid it.
On 5-30-08 I spent those dollars on a Wireless Internet camera (TP-IP201W) online. After having it properly installed, it proved to be defective. It would only work if it was wired. It was NOT wireless. I was charged my Dell Dollars ($100.00) plus $86.01 which I paid through Paypal. I called Dell for Return instructions, at which time I asked about how the return of my money would be handled. The lady told me my Paypal account would be credited for $86.01 AND that I could still spend the Dell Dollars on another purchase. I complied with instructions to return the webcam via UPS. They received it and did credit my Paypal account $86.01. However, when I attempted to make another purchase, my Dell Dollars code was not accepted, the screen saying that my Dell Dollars had already been spent. On July 3, 2008, thinking this was an error, I called Dell to find out what had happened to my Dell Dollars when I tried to make this new purchase to replace the defective product they had sent me. They said those dollars were already spent (on defective merchandise, I might add) and I could NOT GET THEM BACK. In other words, Dell, in effect, stole $100.00 from me. I would never have purchased that $169.00 package originally had I known this would happen.
I kept calling Dell for days, spending the larger part of each day trying to find someone at Dell who cared that I was being ripped off, but only got passed around from sales, to technical support, to customer (no) service, etc., sometimes enduring as long as 22 minutes on HOLD, then talking to people who could barely speak or understand English, all parroting the same script, words to the effect of, "I'm sorry you are unhappy. When Dell Dollars are spent they cannot be spent again". It did not make any difference to anyone that I mwas sent defective merchandise for those Dell Dollars. I asked one of these service people to let me speak to his manager. He refused - saying "he will tell you the same thing".
I could not get beyond these people to someone higher in authority. Although, one of the sales people, Mike was his name, listened to my story and agreed that Dell should do something about it. He offered to talk with his manager about it and would call me back. He actually did call me back, only to tell me that once Dell Dollars are spent they cannot be spent again or reinstated. I stayed on this for DAYS and for hours each day, only getting more frustrated and totally outraged at being treated in such an unfair manner. I have purchased 3 computers from Dell over the past 2 -3 years. I expected better treatment, or at least, fair treatment. After realizing they were really not going to re-instate my Dell Dollars, I asked them to please return the defective webcam that I had returned to them, thinking I could get it repaired. They would not.
Dell owes me $100.00, but I probably will never see it.