INDIANA -- I've just spent two frustrating hours on the phone trying to report fraud to Dell Computers. Someone stole my father's social security number and purchased a Dell computer through the Dell financial group for almost $2,600. I wonder why ANY Dell computer would cost that much and suspect that Dell Financial may be to blame for excessive finance charges, based on other blogs I've read.
However, my complaint was about the lousy wait times to access customer service, being shuffled to different departments, and finally getting to the fraud department only to hit a brick wall.
See, my Dad is 87 years old, legally blind and partially deaf. He obviously did not buy a computer. Dell sent a notice of past due payment, which was our first notice of this problem. They then called him two days later to harrass him for payment. He told them that he did not buy a computer, and that his daughter would call to report the fraud.
When I called, Cindy told me she needed to speak to my Dad. I was at work, so I asked her to call my Dad at his home. She refused. She said that her line was tied up (with me). I asked if there was only one phone in the entire place. She refused to call him and didn't care that I had his authority to call, or that I would have to leave work to go get him on the line.
When I asked if she even cared about catching the thief, she said she did but that company policy required that she speak to the cardholder. My Dad has NO card and no computer. When I asked how a stranger could purchase a computer on his name, and yet his daughter could not file a fraud report on his behalf -- and if that made sense to her. That is when she hung up on me!
We won't pay Dell, and we'll let the local sheriff and the FBI handle the thief. However, having read all the horror stories about Dell customer service, inconsistent quality, and their credit scams, I wonder why anyone would buy a Dell product. I plan to tell everyone I know, not to buy a Dell.
First, it appears that you pay a lot more for a computer than the low prices they advertise.
Second, their customer service, and company policies are the worst I have ever encountered. The CS department is apparently located in India (more jobs sent abroad). Even if you could get a computer at the advertised prices, they seem to have lots of problems, and getting through to someone to get help is not worth any real or imagined cost savings.
Most of all, the company just does not seem to care about anything other than making money.
DON'T BUY DELL! (If you can steal one, they don't seem to care.)