ADA, MICHIGAN -- As a consumer from your state, I felt it was my responsibility to bring to your attention the following incident.
I am writing to inform you of a dispute between myself and Dell Financial Services over the amount charged for my new computer system.
12/19/04 – I purchased the equipment online late in the evening. During the checkout process, I received a Pop-up message from Dell to receive an additional 10% off by going thru Dell Financial Services. In the interest of saving money, I clicked the Quick Lease option. I thought I was getting 60 days same as cash, using the “Quick lease” option. My invoice total at checkout was $1905.12.
12/23/04 – My new computer arrived with NO invoice in the boxes.
1/11/05 – DFS invoiced me. I received said invoice within approximately 5 days. [I do not recall the exact date that I received it]
2/4/05 – I finally had a few minutes to call Dell to go over the incorrectly billed invoice. I talked to 3-5 people between Dell.com and Dell Financial Services. I was told on 2/4 that it was too late, that I had “signed” [clicked] a lease agreement and that my 21 days to cancel the order had already expired. I spoke with a Customer Service Manager at Dell.com who expressed concern and was going to issue a credit of $150.00 within 30 days. The info regarding the credit is:
case #092459890 & DPS#054205406. (As of 2/24/05, no credit has been posted.)
2/7/05 – I called Dell.com and Dell Financial Services again and spoke with a number of people regarding the error. The people on the phone at DFS were rude and said that I had clicked on the lease agreement and that it was TOO LATE. They said that I would have to pay 48 months worth of lease payments, a 3% early payoff penalty, and a Fair Market Value amount. At this point, I was in tears and all I wanted to do was pay my account off within the 60days to save some extra cash. Unfortunately, I ended up having to pay $2,791.32 in an effort to pay the account off within the 60 days.
2/10/05 – Dell Financial Services applied my payment from 2/7 for $2,791.32.
2/12/05 – I received a copy of the lease agreement (I requested from DFS on 2/7/05).
2/13/05 – I notified Dell Financial Services of my error with the lease (wanting 60 days same as cash) and my frustration via a form on their website. (As of 2/24/05, I have had NO response from Dell Financial Services regarding the issues.)
2/16/05 – I called Dell.com and DFS once again to see if I could get a credit for the $886.20 in finance charges and early payoff fees. I spoke with another 3-5 people and No luck. I also found out that most [if not all] of the customer “service” reps were NOT employed by Dell or Dell Financial Services at all but were global call centers “answering” the phone as Dell and DFS.
Please know the following:
1. I would not have paid off my computer within 60 days had I wanted to lease the computer for a long period of time [48 months].
2. If I had known that I had agreed [incorrectly] to a 48-month lease and that I had 21 days to cancel, I would have cancelled the order within the 21-day period.
3. If I had known that clicking on the pop-up to “Save” 10% was going to cost me $886.20 and a great deal of grief [on my vacation] I would have paid by credit card in the first place.
4. One last thing, there are line items in my original order acknowledgement that state Rebates of $220.00 after mailing in the rebate form. [I did not receive rebate forms that I could mail in] Also, the line items totals were not displayed, only the comment about a rebate, so I could not tell if the rebate had been applied or not.] I now see that I had 30 days to go to dell.com for the rebate slips in order to get a credit for that $220.00 worth of rebates. I did not find that information out until today, 2/24/05. I am well past the 30 days so no rebates from Dell. I know that when I purchase an item from a local store, they are required to provide me with a receipt so I can submit the rebate in a timely fashion. Are online retailers not required to provide receipts for rebates along with the details of how to get the cash back?
2/22/05 – I sent an email to james_lindke@Dell.com regarding the issues I have had with this purchase. James said that he would see what he could do. No word yet of any relief.
I have 2 other pieces of equipment from Dell.com which I purchased online and paid for with my WorldPerks Visa. Never before had I gone thru Dell Financial services nor will I again.
In the years that I have been a WorldPerks Card holder, I have never complained about a charge that I had on my bill. Unfortunately, this amount is too much money for me to lose so I am forced to notify you regarding this issue.
It now seems that I made a mistake during my checkout process and I should have scoured the Order Acknowledgement when I received it from Dell. Unfortunately, my past experiences with Dell and my busy schedule did not force me to review the documents with a fine tooth comb.
As a resolution, I would like the following:
I would like to see a credit of the $886.20 to my credit card from Dell Financial Services to repair my relationship with Dell. If you can get a resolution, that would be great.
Thank you in advance for your time and consideration of this matter. I look forward to hearing from you regarding the outcome.
Please contact me if you need more details regarding this incident.