On 10 Oct 2008 I Ordered a "Studio 1535" laptop from Dell. Purchased via Chat Session ID:22563217 with Rep. "Ronald"
email: firstname.lastname@example.org [For original purchase]
1-800-2839597 / 1-800-999-3355
[A] Dell attempted to charged me a $135.00 "restocking fee" for a returned UNOPENED boxed laptop
[B] Dell then tried to justify the charge by saying that the laptop was "personalized" for me. [Optional software or hardware] It was not.
I then informed Dell that my credit card company said that in view of the facts and those of Dell's previous illegal activities, they [The CC Co.] would reject & cancel the charge.
BTW: Dell INSISTS on a 21-day return policy even though the 21 days BEGIN WHEN THE DAY DELL RECEIVES THE ORDER, NOT FROM THE DAY THAT YOU SIGN FOR THE ITEM AT YOUR DOOR! Additionally, by Dell's own admission, it may take up to 30 DAYS before the computer is delivered!!! What the %#$*!? A 30-day delivery with a 21-day return policy?!?!! What's wrong with this picture?
[Customer Service phone calls were handled through EL SALVADOR!]
On May 27, 2008 5:10 PM PDT: Dell was found guilty of fraud, false advertising, deceptive business practices and abusive debt collection practices in a case brought by the New York attorney general.
The Albany County Supreme Court found that Dell deprived customers of technical support that they bought or were eligible for under warranty in several ways, including by requiring people to wait for very long times on the phone, repeatedly transferring their calls and frequently disconnecting their calls.
Dell also often failed to provide on site repairs for customers who bought contracts for such support and often blamed software when hardware was actually the problem, the court found.
The company also sometimes refused to offer support when a support contract ended, even though the user had first complained about a problem before the end of the contract. Subscribers to a "next-day" repair service sometimes waited as long as a year for support, the court found.
Dell and affiliate Dell Financial Services also advertised special no-interest financing, but denied almost everyone those terms. It often sold customers products without informing them that they didn't qualify for the special financing terms and then charged them interest rates as high as 30 percent, the court said.