• Report: #248632

Complaint Review: DELL COMPUTERS AT DELL.COM

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  • Submitted: Mon, May 14, 2007
  • Updated: Tue, June 05, 2007

  • Reported By:Carriere Mississippi
DELL COMPUTERS AT DELL.COM
P.o. Box 6403 CAROL STREAM,, Illinois U.S.A.

DELL COMPUTERS AT DELL.COM DELL COMPUTERS AND SERVICE IS A FINANCIAL RIP OFF CAROL STREAM Illinois

*Consumer Comment: Always educate yourself....

*Consumer Suggestion: To Doris..you're not getting it

*Author of original report: DELL'S UNWILLINGNESS TO HELP A CUSTOMER

*Consumer Suggestion: How is Dell wrong?

*Consumer Comment: Doris

*Consumer Comment: Doris

*Consumer Comment: Doris

*Consumer Comment: Doris

*Consumer Suggestion: Doris, I'm sorry but

*Author of original report: IN RESPONSE TO MIKE FROM RIVER EDGE, NEW JERSEY

*Consumer Suggestion: Ok step by step:

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A little over a year ago, I purchased a complete (or I thought) computer system from Dell.com. After I received it and set it up, I discover that I have to purchase a software program (Microsoft Works) which was not included in the package, in order to use the computer. I was not happy but sucked it up and purchased and installed the program. Then the bills came and the interest rate was a whopping 29.99% which made me pay it off as soon as possible.

On March 14, 2007 I purchased an antivirus program called F Secure Antivirus to the tune of $66.28 when the bill came it was $76.28 which I paid in full a few days ago.

I purchased an embroidery program, from some one else, and in order to install it, I had to disable the antivirus software. I could not find a way to disable the antivirus software so I uninstalled it. I have the disk and thought I could re install it once the other software was installed.

When I went to re install the anti virus software it ask for a subscription key, which I do not have, as the packageing it came in was long gone. I have never had this problem, with re installing a product that I paid for. I called technical support and was told that since my computer was out of warranty there was nothing they could do to help me with this problem.

I ask them if they could just down load the same version of the soft ware and they told me no.

I now have a product that I paid $76.28 for that I can not install on my computer, which leaves it unprotected, and they refuse to help me in any way because my computer THAT I PURCHASED FROM THEM IS OVER A YEAR OLD.
THIS REALLY SUCKS AND SHOME THING SHOULD BE DONE TO SHUT THESE PEOPLE DOWN. THIS IS NOT FAIR. I AM ON A FIXED INCOME, A SENIOR CITIZEN, AND HAVE PAID MY MONEY FOR THIS PRODUCT AND THEY HAVE THE UNMITTIGATED GALL TO GIVE ME ANY ASSISTANCE OR REPLACE THIS PRODUCT.
I HOPE THERE IS SOME THING YOU CAN DO TO HELP ME WITH THIS. I DON'T THINK I WILL BE DOING BUSINESS WITH DELL ANY MORE.
SINCERELY,
BURNED IN MISSISSIPPI
DORIS REILLY

Doris
Carriere, Mississippi
U.S.A.

This report was posted on Ripoff Report on 05/14/2007 03:18 PM and is a permanent record located here: http://www.ripoffreport.com/r/DELL-COMPUTERS-AT-DELLCOM/CAROL-STREAM-Illinois-60197-6403/DELL-COMPUTERS-AT-DELLCOM-DELL-COMPUTERS-AND-SERVICE-IS-A-FINANCIAL-RIP-OFF-CAROL-STREAM-248632. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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#1 Consumer Comment

Always educate yourself....

AUTHOR: D - (U.S.A.)

Millions of computers are sold every year. The scary thing is these millions of computers are being sold to millions who know how to "operate" the basic funamentals of a computer. Like turning it on, printing a document, and accessing the internet. Companies like Dell, HP, and Gateway have become successful for one reason alone. Bringing a product that has become mainstream in the world to the consumer at a price that is affordable.

Here's the real problem, most people don't have the slightest clue what they are talking about when it comes to computers. The companies I have mentioned earlier have attempted to simplify things as best as they possibly can by providing a one stop shop experience for the customer. Now this was a very innovative concept, however, this concept is not a perfect science. This situation being discussed is a perfect example. Unfortunately for you Doris you have had some difficult things to do deal with for the common user. Also, you placing the 100% blame on Dell is not justifiable. The gentleman responding to your post is essentially, and unfortunately correct. What has taken place here is a series of misunderstandings.

As a consumer you contacted DELL by phone, I am assuming, to purchase one of their products. Going into this possible purchase you probably had a budget or saw an advertisement that struck your fancy. You also probably thought to yourself how you were going to pay for this. Now I don't know if you planned on purchasing w/ their financial option or were convinced by the sales rep. But you did agree at the point of sale to accept the account at the APR that the rep told you were qualified at. If the rep did not read you some type of "terms and conditions" then a major policy violation had taken place. But a company of that size probably has some strict measures in regards to reading all legal information in regards to financial options. So if you did agree to the term's and conditions of the sale using their financial option and then continue to use the account to purchase additional products then there is no reason to discuss this. I agree the % is probably ridiculous but you willingly excepted the option.

Now when you called into to purchase had you done any type of research on what you were going to need to do things you wanted to do on your new computer? If so then why are you in this predicament? If you relied on the rep to assist you, did you take into consideration any options or recommendations made to you? Like any normal consumer,myself included, they are weary of the "used-car salesman" willing to soak each and every dollar they can get out of the buyer and that is the thought process in this industry alot of times.

I don't know which approach you made but as someone who has alot of knowledge in the computer sales industry the latter happens all too often. Computer companies spend billions of dollars each year to train reps to be professional consultants, not order takers. This is an attempt by these companies to improve the customer's experience. However, consumers don't take this into consideration, and immediately assume the used car salesman is who they are speaking to.

Now is every rep you speak to going to be a model rep for the company, well, you know the answer to that question. But those employees don't have a long shelf life at these type of companies. But most of these people are well informed people and are concerned with placing an order for you that fits your needs.

Now in your case it looks like you didn't get everything you needed when you bought your computer. Why is this? If you weren't properly informed then that sucks, but were you offered any of these options when you ordered the computer? This is some food for thought.

Next, in regards to your problems you have had with your purchase of "third-party" software programs. "Microsoft Work Suite" is an office software program that most importantly gives you microsoft word. Here's another assumption, you thought you were going to get microsoft word in your computer when you saw that the computer came with windows xp or windows vista? That is an all too common mistake made by probably half the customers that are looking to purchase a new computer. You are not in the minority here if this is what you were thinking.

However, did you discuss this with the rep, did they ask you if you needed microsoft word? Is having microsoft word what you consider to make you computer work? Your internet security issue is very similar as well. This is third party products that computer companies offer to their customers to provide them, again, with a one stop shop experience.

Now if you go to Wal-Mart and buy a computer do you think you can bring them your computer with internet security issues and expect they are going to take responsibility. Now you said DELL refused to help you. Are you sure? I am going to clue you in based upon my experience. I purchased an additionial service from a computer company, DELL, called Dell On Call. This is a service that provided answers to how-to questions, internet security software issues, video editing, cd-dvd burning, for example. Because I may know quite a bit about computers but, I most certainly don't know it all. Now this service I purchased was not free. But it is available to all customers in or out of warranty, I think, because I was out of warranty.

I have an Inspiron notebook. It was a little pricey, like $100 for a year. But I had some questions and they got answered. So I find it hard to believe they just completely shut you out. Now if computer companies offered free unlimited access to phone support for each and everything you do on your computer, how soon do you really think you would be speaking to a tech support rep. Not because there is something wrong with the computer, granted there are always going to be computers that break down, but there are alot of people who don't really know how to use a computer. The service is there, how much is it worth to you?

And yes, most internet security software companies do offer tech support for little to no charges. Have you tried to call them yet? They are your provider of internet security, not the computer company. They are the computer. If you have brakes installed for your car at the dealership you bought the car, and those new brakes are defective and they cause you to wreck your car, are you suing the dealership or the maker of the brakes?

Finally, okay so I feel like have been against you, I am not. I actually feel bad you have been through this. I am going to agree with you on the whole outsourcing of Cust Care. This is a huge mistake made by all of the consumer computer companies. Hell, compaines in general!!!! Nothing can be done to overcome the conversational barriers between Americans and Non-americans. Not just the pronunciations but the actual conversations. We speak in a different tone, we speak with a different slang, we just speak English naturally, American. This I feel was and is a huge mis-calculated error by large corporations. This is what is really causing all of the frustration. I have and will continue to have to deal with it and I too can't stand it.

So Doris, I too do not work for DELL or any other companies that I have mentioned. I work for a third-party software company. I just think that consumers these days are so quick to point the blame. Always remember you get what you pay for, so make sure you know what you are getting when you are paying for it.....


Sincerely,

D

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#2 Consumer Suggestion

To Doris..you're not getting it

AUTHOR: Mike - (U.S.A.)

Doris,

You purchased 3rd party software through Dell. It's no different than if you bought it from any other retailer in the mall. And if you did that, would you expect the retailer to be able to give you a new code? Of course not, they can't, it's not their software. So how can Dell help you? Did you even try calling the company that made the F-Secure? Had you previously registered the software as they suggest with the manufacturer?

I'm not saying Dell is God, or Dell can do no wrong, but the article you reference above has absolutely NOTHING to do with YOUR issue.

You said:

"Every one has a right to their oppinion and I respect that fact, whether I agree with it or not. To those who can't see where Dell is wrong, I feel for you as one of these days you will slip up and misplace or loose or throw out some thing and will get back the same king of negative feed back that I have gotten from you. Then you will understand where I am coming from. "

**My rebuttal is not opinion it is fact. You are attempting to blame the issues that happened to you on dell. I have detailed FACTS as to why this is anot a Dell issue, not opinion. Retailers are NOT RESPONSIBLE FOR THIRD PARTY SOFTWARE!

"It is called "principal" and some comanies and people don't know the meaning of the word."

**DELL DID NOTHING WRONG HERE. PLease please please explain to me how a retailer (DELL, Compusa, BestBUy, etc) is responsible for not only helping you with a 3rd party software package (how to use it) but also responsible for correcting YOUR MISTAKE with SOMEONE ELSES PRODUCT?

Doris, I'm sorry, but you are completely wrong on this issue. It has nothing to do with principle.
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#3 Author of original report

DELL'S UNWILLINGNESS TO HELP A CUSTOMER

AUTHOR: Doris - (U.S.A.)

For the people that think "DELL HAS OR CAN NOT DO NO WRONG" watch the news. On last night's news it was reported that Dell is in a big lawsuit for false advertising and refusing to honor an "IN HOME SERVICE CONTRACT " that a 66 year old retiree had purchased and paid for.
As for my issue, I have gotten another antivirus software from some one else and will just chalk this up as a bad but expensive experience.
I am closing out my account with Dell and will never purchase any thing else from them.
In summation, it is not who is "wrong or right" but a big companies unwillingness to help a paying customer. They are loosing a good paying customer and when Dell looses enou gh customers they may re think their practices. In the mean time they are not the only game in town.
Every one has a right to their oppinion and I respect that fact, whether I agree with it or not. To those who can't see where Dell is wrong, I feel for you as one of these days you will slip up and misplace or loose or throw out some thing and will get back the same king of negative feed back that I have gotten from you. Then you will understand where I am coming from. It is called "principal" and some comanies and people don't know the meaning of the word.
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#4 Consumer Suggestion

How is Dell wrong?

AUTHOR: Mike - (U.S.A.)

Jodi,

Please explain to me how Dell is wrong here.

1. Doris purchased 3rd party anti-virus software through Dell's website, which is no different than buying it through Buy.com or CompUSA. Dell has no responsibility to the workings of the product, only sales.

2. Doris didn't know how to use her new software and uninstalled it because she couldn't figure out how to disable it. Since she threw out the box with the Serial # on it (which I am surprised it's on the box since usually it's on the CD case) she can't enter it again. But she called DELL, not the company that makes F-Secure. If she registered her software with that company originally, maybe they can help her. But DELL WAS JUST THE RETAILER!

3. Doris bought Microsoft Works from Dell because for some reason she thought she had to to make the computer run. How is that Dells fault?

Now, this problem could've been resolved had Doris done the following:

1. Don't throw out the Serial Codes for purchased software

2. Call the company who makes the software for support with THEIR product since it isn't a DELL product prior to uninstalling the program.

3. Read the instruction manual to learn how to disable her program

4. Call the company who makes F-Secure if you registered the program to see what could be done.

5. Reasearch what Microsoft Works was prior to purchasing it so you'd know it wasn't necessary for your PC to run.

Dell is 100% NOT in the wrong here.
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#5 Consumer Comment

Doris

AUTHOR: Jodi - (U.S.A.)

You're right. Thank you for warning people about Dell.
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#6 Consumer Comment

Doris

AUTHOR: Jodi - (U.S.A.)

You're right. Thank you for warning people about Dell.
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#7 Consumer Comment

Doris

AUTHOR: Jodi - (U.S.A.)

You're right. Thank you for warning people about Dell.
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#8 Consumer Comment

Doris

AUTHOR: Jodi - (U.S.A.)

You're right. Thank you for warning people about Dell.
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#9 Consumer Suggestion

Doris, I'm sorry but

AUTHOR: Mike - (U.S.A.)

This is not a Dell issue, it's all due to YOUR MISTAKES!

"Since it was proven that I had ordered and paid for this software (from Dell) so they were not "taking my word for it" as you say, to give me the subscription key. They refused to give it to me because "I was out of warrenty and not due any technical service" by their standards. All I needed was the key to use a product that I purchased and paid for."

**Dell simply sells the products to you FOR THE MAKER OF THE SOFTWARE. Dell couldn't give you a key because DELL DOESN'T HAVE THE KEY! Did you try to call the makers of F-Secure? Not that I think you will get a key, but it's worth a try. BUT THIS ISN'T A DELL ISSUE!

"As for taking classes, I have been using computers since 1992 and went to classes for Business Management and Computers, in Denver, Colorado. I did check the help files and found nothing."

**No offense, but you obviously are NOT good with computers or you wouldn't think that you need to buy Microsoft Works to make your computer work, and would be able to disable your antivirus (usually it's right click and the option)

"As far a researching the company, if you buy some thing from Dell, it should be a good product to start with and not require a lot of research before purchasing."

**So you would go buy a car without researching the company and the options that are within the car?

"DELL DID SOME THING WRONG."

**No they didn't. YOU threw out your code. YOU didn't know how to turn off your antivirus and uninstalled it.

"WHEN YOU BUY FROM THEM AND PAY FOR A PRODUCT, IF YOU LOOSE A CODE OR THROW IT AWAY BY MISTAKE, THEY COULD IN GOOD CONSCIOUS DOWNLOAD THE SAME PRODUCT OR GIVE YOU THE KEY TO OPEN THE PRODUCT THAT YOU HAVE. I GUESS THEY FIGURE YOU WILL BE DUMB ENOUGH TO PURCHASE ANOTHER PRODUCT FROM THEM, WRONG."

**Again, these codes are used to prevent the piracy of their product. You had to enter this code when you installed it the first time, so why would you think that you could thrwo it away?

"IF THEY ARE TO CHEAP AND UNCHRISTIAN TO RESOLVE THIS PROBLEM THEY SHOULD NOT BE IN BUSINESS. BUSINESS THRIVES ON REPEAT BUSINESS, NOT FIRST TIME SALES. I KNOW I AM NOT THE ONLY PERSON THAT HAS BEEN RIPPED OFF BY DELL AND WON'T BE THE LAST. IT'S SAD WHEN BIG BUSINESS CRAPS ON THE LITTLE PERSON."

**Dell did not "crap all over you", YOU MADE MISTAKES AND EXPECT DELL TO COVER YOU FOR THEM. They won't, and you are angry, I get it. But if you knew what you were doing or asked someone for assistance (perhaps calling the technical support for the antivirus product that is available to ask how to disable it) you wouldn't be in this mess.

The moral of the story is you made the mistakes which caused this to happen and Dell is right. I'm sorry that it's not the answer you wanted but it's the truth.
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#10 Author of original report

IN RESPONSE TO MIKE FROM RIVER EDGE, NEW JERSEY

AUTHOR: Doris - (U.S.A.)

Yes, I purchased the antivirus program from Dell.com and have the bill to prove it. I spoke with three different people, customer service, and technical support and they all confirmed that I ordered and had paid for the product in full.

Since it was proven that I had ordered and paid for this software (from Dell) so they were not "taking my word for it" as you say, to give me the subscription key. They refused to give it to me because "I was out of warrenty and not due any technical service" by their standards. All I needed was the key to use a product that I purchased and paid for.

As for taking classes, I have been using computers since 1992 and went to classes for Business Management and Computers, in Denver, Colorado. I did check the help files and found nothing.

As far a researching the company, if you buy some thing from Dell, it should be a good product to start with and not require a lot of research before purchasing.

DELL DID SOME THING WRONG. WHEN YOU BUY FROM THEM AND PAY FOR A PRODUCT, IF YOU LOOSE A CODE OR THROW IT AWAY BY MISTAKE, THEY COULD IN GOOD CONSCIOUS DOWNLOAD THE SAME PRODUCT OR GIVE YOU THE KEY TO OPEN THE PRODUCT THAT YOU HAVE. I GUESS THEY FIGURE YOU WILL BE DUMB ENOUGH TO PURCHASE ANOTHER PRODUCT FROM THEM, WRONG.

IF THEY ARE TO CHEAP AND UNCHRISTIAN TO RESOLVE THIS PROBLEM THEY SHOULD NOT BE IN BUSINESS. BUSINESS THRIVES ON REPEAT BUSINESS, NOT FIRST TIME SALES. I KNOW I AM NOT THE ONLY PERSON THAT HAS BEEN RIPPED OFF BY DELL AND WON'T BE THE LAST. IT'S SAD WHEN BIG BUSINESS CRAPS ON THE LITTLE PERSON.

Doris
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#11 Consumer Suggestion

Ok step by step:

AUTHOR: Mike - (U.S.A.)

Doris, you said:

"After I received it and set it up, I discover that I have to purchase a software program (Microsoft Works) which was not included in the package, in order to use the computer. I was not happy but sucked it up and purchased and installed the program"

**You do not need to purchase Microsoft Works to have the computer work. You need to purchase Microsoft Works to upgrade from the free trial of Works that is pre installed to the full retail version. But you don't need it to use the PC. Mistake #1

"On March 14, 2007 I purchased an antivirus program called F Secure Antivirus to the tune of $66.28 when the bill came it was $76.28 which I paid in full a few days ago."

**You purchased this through Dell? Did you do research on the company, or research any other more commonly used antivirus? In fact, AVG antivirus is completely free, forever, no fees at all, and updates daily. Did you look into anything before spending the money? Mistake #2

"I purchased an embroidery program, from some one else, and in order to install it, I had to disable the antivirus software. I could not find a way to disable the antivirus software so I uninstalled it."

**So you uninstalled something without reading the instructions, looking at a help file or calling their tech support? Mistake #3

"When I went to re install the anti virus software it ask for a subscription key, which I do not have, as the packageing it came in was long gone. I have never had this problem, with re installing a product that I paid for"

**So YOU thre out the subscription key and expect them to take your word for it that you bought it? People copy stuff all the time and if they were to hand out these keys it would pput them out of business. BIG mistake #4

The problem is not with Dell, the problem is that you do not understand computers, and did things you should not have done. Period. Dell did nothing wrong here. You really need to take a basic computer class before doing anything. You should also always check the "help files" that come with every program before doing anything.

And before you say it, no I don't work for Dell
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