Dell Computer Corporation Complaint - Customer Service - Software Contract
On 9/6/10 I called Dell for Internet assistance. I was told by tech, Carlo that I needed to purchase a new contract. My bank account was billed for $249.38 and Carlo proceeded to help me. Carlo did not provide me with an order number.
I called back on 9/7/10 because the assistance Carlo gave me was not sufficient. I was told that I had no contract. Apparently, Carlo billed my bank account for gave customer #109753514 and gave him the software contract.
I have been on the phone for at least 6 hours since 9/7/10 trying to get this issue resolved. In speaking with the Fraud Dept. on 9/9/10 they told me about the contract was sent to the to the above customer and I was charged. They assured me my bank account would be credited and sold me another software program for $239.00, however they failed to tell me it would take 5-7 working days for my account to be credited.
During the past 4 days I have spoken to numerous employees regarding this issue and was advised every time that I didn't have a software product. They couldn't locate an order number or the fact that I had purchased a software contract. None of the employees that I had spoken to previously had made sufficient notes in their computer or if there were notes they were incomplete.
I was extremely disappointed in the Customer Service. The staff put me on hold too many times or we became disconnected...no one calling me back. They had my name/phone number in their system. I would call back and have to repeat my issues again, be placed on hold, and employees apologizing but no one able to help..this included managers as well.
On 9/7/10 when I called back for assistance my call went to a N. American tech, by the name of Lee. He was great in helping me even though I had not software contact on file. He managed to sell me a new $700 tower because our current tower of 3 years was outdated (interesting)...probably the reason computer was running too slow because of 1GB...were insufficient!
We like our Dell product, however, the Customer Serivce and time wait on the phones could use some assistance.