Joffrey Ballet Complaint - DELL HELL Poor Service and Worse Equipment
CHICAGO, ILLINOIS -- I am in DELL HELL. I bought a computer for about $2,000.00 on June 18th. It is supposed to be a top of the line computer. I expected delivery in 2 days. Almost immediately, I received notification (Idon't have a computer, but all notification is via E-mail ONLY), that delivery would be delayed for 2 weeks because the company had to "build my cmputer special". A week later, I received notification that delivery would be delayed another two weeks because of a "Blue Wave" malfunction. I checked, and ALL of the models were pulled form the shelves of all stores nationally, because of so many complaints of malfunctions. I then received notification that my computer would be "upgraded", and delivery would be in the first week of August.I was scheduled to leave the country for 3 months the last week of July.
I spent 2 hours at a time trying to reach a person through customer services to try to change the delivery date to a time when I would be in the country to receive my computer. After much consternation with EACH representative, I was told delivery would be attempted 3 times in August, and then my order would be cancelled. Finally, I was advised to cancel my order and re-order by one of the tech reps. I was assigned a case number. When I asked for a copy in writing, I was suddenly disconnected. I always ask for the rep's badge ID #, but when I tried to find the rep, it was impossible. I was told "there are 3 floors of reps. I gave the case number, and guess what: it didn't exist. I then cancelled my order again. After I left to go overseas, my computer was delivered to my home, EVEN THOUGH I had CANCELLED the order!
When I returned to the states in the beginning of October, I did find an upgraded computer. BUT, within two weeks, it was dead: DEAD, DEAD, DEAD!
I did, after only holding for 20 minutes, get a tech rep to phone assist me. After 2 hours of crawling on the floor, pullin wires, and OPENING THE COMPUTER to no avail, I was able to arue that a tech rep. should come to inspect the unit. He came the next day, and said the computer needed to be replaced because it could not be fixed. After another week's round of two hour phone calls, I ws told I was out of luck because my 30 day warranty had expired: I paid for a 4-year extended warranty (I had also cancelled the order to be re-ordered in October).
Another set of 2-hour hystrionic phone calls, and Dell finally agreed to replace the computer-which I received last week.
Guess what-it was DOWN-GRADED! The features for which I bought the computer in the first place are NOT ON THE NEW COMPUTER THEY DELIVERED! Without these features, I can't do any of the work I need to do for which I had bought the computer in the first place.
Another round of calls. Someone finally agreed that I needed proper service and began to take down what was missing, and lo, I was disconnected!
That was last week-end, through Bov. 6th. On Nov 8th, after another set of phone calls, a tech. rep. agreed to come out to "install" the missing components. I have inquired about a refund, will be contacting the Better Business Bureau, and may possibly seek legal action. In the meantime, I'm in my 5th month of waiting for a WORKING computer from DELL which I paid for in full on June 18th, 2004...