Dell Computer Corporation Complaint - Damaged/Lost Flat Screen I Am Stuck Paying For!
I purchased a 42" Sharp Auqos LCD TV online from Dell. Eveything was fine until the TV was damaged upon arrival. The screen was cracked and the box was chewed up on the front side. I first called the carrier and advised them to document that the shipment has freight damage. I then called India(customer service) and was advised to repackage the box and leave it on my front porch the next morning and they will arrange for UPS to pick it up. He specifically stated to write the Return# on the box in which I did. The next day UPS left a note on the door stating they attempted to pick up the package three times with no success. It turns out this damaged worthless TV was stolen. I filed a police report and was given a case#. Now Dell did not tell me anything about keeping it secure until UPS picks it up. They clearly stated leave it on the porch with the return# and that is it. If the recorded calls can be pulled from the company, the proof is there.
I was a little leary of this because of the type of product it is. Although, with it being all destroyed looking I decided to leave it out there. We live in one of the safest subdivisions in probably the entire US. We have eight police officers that live on our street. One is our next door neighbor who keeps his marked patrol car parked in the street in between our houses.
I called Dell and advised them of the situation. This Indian crew they have for customer service representing their company is a sick joke to the consumer. I had to explain myself to three different representative who all stated they cannot help me. 30 minutes later I was fuming and wanted a manager. I was given the privilege to speak with the so-called manager named R****. She refused to give me her last name or extension. She was quite rude and interrupted my several times. I literally had to demand that she stops with the interruptions. Very rude person. She kept saying it's company policy that with out the TV I will get no credit whatsoever. I advised her the freight carrier and Dell has on file that the product was severely damaged. It was like talking to a robot with poor English.
I asked her how she feels about charging a loyal customer full price for a TV that their carrier destroyed. Again, she stated no TV, no Credit at all. I've spent over $3,000 with Dell in the last 3 years and this is how I get treated!I asked her to to look outside the box and have their policy modified in this circumstance and do the right thing for the customer. Nope, again, No TV, No Credit. I offered the Police Report and she stated "we will not call the police". What? I didn't ask her to call the police. I asked for a senior level manager who would have the authority to make this decision and she refused. I asked for an American Manager and no luck. The fact that Dell is charging me the full amount for a TV they have on record and the carrier has on record of being damaged before I even opened it makes me sick. They are the most defensive group of customer service representative I\'ve ever dealt with. It's crazy how rude they are! It's sad to say that I will never do business with Dell again. I plan on posting this story on every possible complaint site there is. I will also be mailing numerous letters to Dell until I see some type of resolution. Their customer service is by far the worst experience I've ever encountered with any company. Dell, please get your act together and abort India and open a call center in the US. If anyone thinks I might have further action to take, please post a complaint and let me know.
I am out over a $1,000 and lost 3 hours of my time on the phone. In the meantime Dell is sitting fat with my money and knowing they made their $1,000 unethically. Way to go Dell!