DELL, INC. Complaint - Lack of Communication Between Collections and Billing Departments
The main trouble began after my warranty ran out on my Dell 1505 Laptop and I had a problem that I was told "had to be fixed by the Advanced Tech Support." I went through several techs before a lady was able to fix it remotely by checking boxes which I observed when she took control. I wondered why the boxes hadn't been checked when it was originally set up and why all of a sudden Advanced Tech Support had to fix it after my warranty ran out. Anyway, I was pressured into getting the "three calls in one year plan" since my wishes of paying for the "one time call," both charges of which were outrageous, went unheeded. He kept saying it was a much better deal. He refused to listen to my pleas that I just wanted to pay my bill for this call. It ended up costing me $391.00. I paid off the $391.00 in January of 2010 after two late payments were waived since I was paying it off in one lump sum which they agreed to do. I was told that it might take several billing cycles before it would show a zero balance. I am still getting late charges in April even though I was told that no more late fees would be charged since I disputed the charges. So, they are charging me late fees on top of a zero balance. They admit that I paid a $391.00 in January 2010. I get transferred from one department to the other from collections to customer service, talking to numerous people to resolve this matter. In the past when I had problems, I had to count on an entire evening wasted after work to get anything taken care of due to dropped calls when placed on hold and being shuffled around from one place to another and repeating info again and again each time. I'm disturbed to think that the communication between departments is so very poor and the billing department still charges me late fees on top of a zero balance and that the one time I ever had to have Advanced Tech Support through which my computer was fixed by remote control was when the warranty had run out.
Count me distraught and sick and tired!