• Report: #349999

Complaint Review: Dell Computer Corp.

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  • Submitted: Fri, July 11, 2008
  • Updated: Fri, July 25, 2008

  • Reported By:Tampa Florida
Dell Computer Corp.
www.dell.com , Texas U.S.A.

Dell Computer Corp. - Dell Inc, sold me a lemon, they refuse to take back or refund purchase after months of disservice. Round Rock Texas

*Author of original report: Spoke to soon...

*Author of original report: Spoke to soon...

*Author of original report: Spoke to soon...

*Author of original report: Spoke to soon...

*UPDATE Employee: :)

*Author of original report: PROBLEM SOLVED!!! Dell Computer Corporation

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I bought a $3000 (I nearly starved for this!) laptop from them back in January. A very nice XPS M2010 notebook. I purchased their maximum 4 year everything service warranty including accidental damage protection and lojack though now I wish someone would steal it just to blow it up or something while Michael Dell watches (wow! I didn't know I could think this way!). The computer crapped out less than two months later so every week since march I've been on the phone with them. In May alone, I spent eleven hours on the phone which cost me $55 in overages on my cel phone bill (it's my only phone up here). They've sent technicians to my house on more that five separate occasions to replace a parts including my motherboard and hard drive. They've exchanged my mouse and keyboard twice already. I've finally given up on dealing with tech support since there seems to be a new or reccurring problem with the system.

I've been requesting an exchange for months and they continue to put me on hold and bounce me to "xps premier service" when I ask for customer care. Today I spent a total of about three hours with them. I was on hold for 30 minutes at one point while they "looked over my history" and another half hour was spent transferring me from one department to another so in that phone cal I was sent from India to Canada, to the Phillipine, back to the U.S. and then back to India again. This is after they put a priority ticket on tuesday which promised a call back within 4-6 business hours. It's going on friday. No call yet. Tonight after finally losing my patience and actually telling the woman from Customer care what I really think of their "second to none" customer service She was honest enough to tell me that they would not under any circumstance exchange my system or give me any sort of refund for the lemon they sold me. So it's looking like I'm going to be dealing with thes for another 3.5 years until my warranty expires..unless someone not named God accidentally drops a gallon of water in it and fries the circuitry or whatever accident since Acts of God aren't covered and since I made it clear what I wanted to do with the 20 pound hunk of trash. So while they WILL sit on the phone with you for HOURS and send people to your house to take up your precious time, a resolution and customer satisfaction are NOT part of the plan.

So if you want to make a new friend to add to your my faves or my circle wireless plan, go ahead and get your Dell with the premier plan so you don't have to pay extra for the one on one 24 hour pati-cake. Be sure to return it within 21 days of shipment if you change your mind (for a partial refund). In the meantime, if you're unlucky enough to end up with my DellHell, here's a number with a REAL area code to add to your phone friends list. 512-338-4400 At least save yourself on overage charges. My recommendation? Go to a LOCAL shop and have a system custom built for you where they actually care that you get your money's worth. I'll let you know if some miracle happens though.

Disappointed
Tampa, Florida
U.S.A.

This report was posted on Ripoff Report on 07/11/2008 07:03 AM and is a permanent record located here: http://www.ripoffreport.com/r/Dell-Computer-Corp/Texas/Dell-Computer-Corp-Dell-Inc-sold-me-a-lemon-they-refuse-to-take-back-or-refund-purcha-349999. 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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Updates & Rebuttals

#1 Author of original report

Spoke to soon...

AUTHOR: Dell disappointed - (U.S.A.)

Sorry, Linds. While I can continue to say that those people in your department are doing the best they can, Dell as a whole is a through and through disappointment. I got my computer today...that's after I told the m that I DO NOT want the system sent afterall. My order had already been cancelled once because they tried to send me a downgraded system. I bought a 2.16 Ghz processor. They tried to replace it with a 1.85 Ghz without notifying me. When I called, I was told that they were giving me a 320 GB harddrive to make up for it. No matter how big your storage capacity, it will never make up for lost processor power. Besides, I don't store my work on the computer but on an external harddrive.
After cancelling the exchange for this reason, I was told about the phasing out of the system which made me even more concerned. I slept on it for a day, and concluded that it was not worth it to go through this ordeal again. I'm a student and my specific major doesn't allow time for me to be without my pc for 5 minutes, let alone 24 hours...and considering they didn't even have the parts for my replacement, how can I expect that they'll be able to fix it if something goes wrong two years from now even with my 4 year warranty??
So I've been checking the website to see any changes made to my account and last night there was no change and suddenly this morning, the computer is at my door and the order is showing up on the website. It's all as if by magic. Since I specifically requested that they not send it I am NOT opening it so it's sitting in the garage. It was shipped out yesterday!!!! The item numbers and part descriptions don't even match my old system. I'm assuming that they were from a different country to give them the benefit of the doubt, but it's still kind of funny that this would happen after I began making side-by-side comparisons and made note to them on the fact that their configuration was a significant degradation form my original.
My new fight is for a refund. I refuse to be bulldozed! I called today and even though I have my express service code and a "situation" that is supposedly being handled within "North America," I was sent directly to India where their only rebuttle was that it's past 21 days so I can't get my money back and that policy states that no one in the world can change that. I beg to differ. The person I spoke to last told me they were working on it and they've been working this case for the last couple weeks. Sorry to bring this up again...but as the Dixie Chicks put it;

"Im not ready to make nice
Im not ready to back down
Im still mad as hell and
I dont have time to go round and round and round"

The only difference is that in my case, Dell knows how to make it right and I'm very willing, but they won't. And every day that goes by I'm a little madder. I'm not an angry person, but Dell is changing that...and THAT in itself is something that angers me!
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#2 Author of original report

Spoke to soon...

AUTHOR: Dell disappointed - (U.S.A.)

Sorry, Linds. While I can continue to say that those people in your department are doing the best they can, Dell as a whole is a through and through disappointment. I got my computer today...that's after I told the m that I DO NOT want the system sent afterall. My order had already been cancelled once because they tried to send me a downgraded system. I bought a 2.16 Ghz processor. They tried to replace it with a 1.85 Ghz without notifying me. When I called, I was told that they were giving me a 320 GB harddrive to make up for it. No matter how big your storage capacity, it will never make up for lost processor power. Besides, I don't store my work on the computer but on an external harddrive.
After cancelling the exchange for this reason, I was told about the phasing out of the system which made me even more concerned. I slept on it for a day, and concluded that it was not worth it to go through this ordeal again. I'm a student and my specific major doesn't allow time for me to be without my pc for 5 minutes, let alone 24 hours...and considering they didn't even have the parts for my replacement, how can I expect that they'll be able to fix it if something goes wrong two years from now even with my 4 year warranty??
So I've been checking the website to see any changes made to my account and last night there was no change and suddenly this morning, the computer is at my door and the order is showing up on the website. It's all as if by magic. Since I specifically requested that they not send it I am NOT opening it so it's sitting in the garage. It was shipped out yesterday!!!! The item numbers and part descriptions don't even match my old system. I'm assuming that they were from a different country to give them the benefit of the doubt, but it's still kind of funny that this would happen after I began making side-by-side comparisons and made note to them on the fact that their configuration was a significant degradation form my original.
My new fight is for a refund. I refuse to be bulldozed! I called today and even though I have my express service code and a "situation" that is supposedly being handled within "North America," I was sent directly to India where their only rebuttle was that it's past 21 days so I can't get my money back and that policy states that no one in the world can change that. I beg to differ. The person I spoke to last told me they were working on it and they've been working this case for the last couple weeks. Sorry to bring this up again...but as the Dixie Chicks put it;

"Im not ready to make nice
Im not ready to back down
Im still mad as hell and
I dont have time to go round and round and round"

The only difference is that in my case, Dell knows how to make it right and I'm very willing, but they won't. And every day that goes by I'm a little madder. I'm not an angry person, but Dell is changing that...and THAT in itself is something that angers me!
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#3 Author of original report

Spoke to soon...

AUTHOR: Dell disappointed - (U.S.A.)

Sorry, Linds. While I can continue to say that those people in your department are doing the best they can, Dell as a whole is a through and through disappointment. I got my computer today...that's after I told the m that I DO NOT want the system sent afterall. My order had already been cancelled once because they tried to send me a downgraded system. I bought a 2.16 Ghz processor. They tried to replace it with a 1.85 Ghz without notifying me. When I called, I was told that they were giving me a 320 GB harddrive to make up for it. No matter how big your storage capacity, it will never make up for lost processor power. Besides, I don't store my work on the computer but on an external harddrive.
After cancelling the exchange for this reason, I was told about the phasing out of the system which made me even more concerned. I slept on it for a day, and concluded that it was not worth it to go through this ordeal again. I'm a student and my specific major doesn't allow time for me to be without my pc for 5 minutes, let alone 24 hours...and considering they didn't even have the parts for my replacement, how can I expect that they'll be able to fix it if something goes wrong two years from now even with my 4 year warranty??
So I've been checking the website to see any changes made to my account and last night there was no change and suddenly this morning, the computer is at my door and the order is showing up on the website. It's all as if by magic. Since I specifically requested that they not send it I am NOT opening it so it's sitting in the garage. It was shipped out yesterday!!!! The item numbers and part descriptions don't even match my old system. I'm assuming that they were from a different country to give them the benefit of the doubt, but it's still kind of funny that this would happen after I began making side-by-side comparisons and made note to them on the fact that their configuration was a significant degradation form my original.
My new fight is for a refund. I refuse to be bulldozed! I called today and even though I have my express service code and a "situation" that is supposedly being handled within "North America," I was sent directly to India where their only rebuttle was that it's past 21 days so I can't get my money back and that policy states that no one in the world can change that. I beg to differ. The person I spoke to last told me they were working on it and they've been working this case for the last couple weeks. Sorry to bring this up again...but as the Dixie Chicks put it;

"Im not ready to make nice
Im not ready to back down
Im still mad as hell and
I dont have time to go round and round and round"

The only difference is that in my case, Dell knows how to make it right and I'm very willing, but they won't. And every day that goes by I'm a little madder. I'm not an angry person, but Dell is changing that...and THAT in itself is something that angers me!
Respond to this report!
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#4 Author of original report

Spoke to soon...

AUTHOR: Dell disappointed - (U.S.A.)

Sorry, Linds. While I can continue to say that those people in your department are doing the best they can, Dell as a whole is a through and through disappointment. I got my computer today...that's after I told the m that I DO NOT want the system sent afterall. My order had already been cancelled once because they tried to send me a downgraded system. I bought a 2.16 Ghz processor. They tried to replace it with a 1.85 Ghz without notifying me. When I called, I was told that they were giving me a 320 GB harddrive to make up for it. No matter how big your storage capacity, it will never make up for lost processor power. Besides, I don't store my work on the computer but on an external harddrive.
After cancelling the exchange for this reason, I was told about the phasing out of the system which made me even more concerned. I slept on it for a day, and concluded that it was not worth it to go through this ordeal again. I'm a student and my specific major doesn't allow time for me to be without my pc for 5 minutes, let alone 24 hours...and considering they didn't even have the parts for my replacement, how can I expect that they'll be able to fix it if something goes wrong two years from now even with my 4 year warranty??
So I've been checking the website to see any changes made to my account and last night there was no change and suddenly this morning, the computer is at my door and the order is showing up on the website. It's all as if by magic. Since I specifically requested that they not send it I am NOT opening it so it's sitting in the garage. It was shipped out yesterday!!!! The item numbers and part descriptions don't even match my old system. I'm assuming that they were from a different country to give them the benefit of the doubt, but it's still kind of funny that this would happen after I began making side-by-side comparisons and made note to them on the fact that their configuration was a significant degradation form my original.
My new fight is for a refund. I refuse to be bulldozed! I called today and even though I have my express service code and a "situation" that is supposedly being handled within "North America," I was sent directly to India where their only rebuttle was that it's past 21 days so I can't get my money back and that policy states that no one in the world can change that. I beg to differ. The person I spoke to last told me they were working on it and they've been working this case for the last couple weeks. Sorry to bring this up again...but as the Dixie Chicks put it;

"Im not ready to make nice
Im not ready to back down
Im still mad as hell and
I dont have time to go round and round and round"

The only difference is that in my case, Dell knows how to make it right and I'm very willing, but they won't. And every day that goes by I'm a little madder. I'm not an angry person, but Dell is changing that...and THAT in itself is something that angers me!
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#5 UPDATE Employee

:)

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

That's my department :) (We are new). Glad to hear that we are making things better.
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#6 Author of original report

PROBLEM SOLVED!!! Dell Computer Corporation

AUTHOR: Dell disappointed - (U.S.A.)

First of all, I'd like to remove this particular report since it has some inaccuracies pertaining to the date written, verses the date posted. In any case. I am pleased to say that thanks to a few good individuals in what I believe to be Dell's resolution team whom I've NEVER gotten in touch with over the course of the problem. It started with me getting lucky and finding an individual who gave me an extension number for his department where A LIVE PERSON ANSWERS!!! When I spoke to him the first time, it was obvious that he wanted to help and he's the one who escalated the urgency of my issue. I did have to be a tiny bit patient and call back a few times, primarily since the call requests he put in for me were not answered, but these guys (and gals) were obviously working as a team to get things done. I don't want to add names because I don't know if it could be a problem for him, but the gentleman who helped me on wednesday took time out of his lunch break to email me back personally within two hours of me calling to let him know that I'd not recieved the call promised me. In any case, I'd made the first manouvers towards arbitration and am happy I went with my gut instinct and asked her to delay my request until I call again. At 5 pm eastern, i was on the phone with customer support who attempted to transfer me for MORE troubleshooting even though the notes mentioned that that was out of the question at this point, so while I still had him on the phone 40 minutes later, I decided to call the extension again. I explained that they were trying to bandage me up AGAIN and the gentleman put me on hold to look over my account to see what was going on. Their hold is dead silent, unlike the main cue which plays music so it's very suspenceful. So meanwhile CS came back and told me the they would not help me and would transfer me to tech suppot at which point I said, "I'm sorry, I'm through working with xps tech support with little to no resolve, so thank you, goodbye, and have a nice day" and hung up. A minute later, the gentleman came back and told me that he was working side-by-side with a collegue to figure things out and get the best solution. He came back and began explaining something when a got another call ringing in, I tried to ask him to hold on and he interrupted (not rudely) with "I have a surprise for you, answer the phone" in a sort of happy tone and we parted. I answered and it was a woman with a smile in her tone who apologised after introducing herself (she's in Resolutions) and my heart stopped. I actually got lightheaded. I heard her saying wow a million times in amasement that this had gone on so long and seemed baffled at why they'd continued to send me back to tech support. She said "I think we need to replace your system" and I was excited. My friend asked me if they were going to replace it at the sight of my emotional change so I told him it was implied but not confirmed...she corrected me "no, we are definitely exchanging it." I asked about whether the replacement would be new or refurb and she said refurb then proceded to explain to me the different classes of refurb (previously used and repaired parts which are sold at outlet, and new orders built but cancelled before shipment which are usually dissassembled and placed in cue for situations like mine.) so no problem there as long as I get a working system. So for our 15 minutes long conversation, she continues to reassure me while still looking through a backlog of incidents seems to be a bit puzzled while in a sort of whisper mentions that this is NOT the Dell way. Close to the end of her "research, she says, "You know what? I'm sending you a NEW system because you never really had a good working system". So FINALLY! someone...or a small group of 5 people have paid attention instead of bumping me off to the next department. I told her many thanks and , ehem!, I love you, and she explained what was going to happen as far as building and shipping of my system and how to deal with and return to them my current computer/doorstop crossover.So I've learned a lesson about Dell, and a lesson about life. Sometimes you gave to pick through the weeds to get to the flowers, but it's all the same green earth. My patience WAS virtue afterall. DUDE! I'M GETTING A DELL...THAT WORKS!!! Hopefully it does. I'll send a SHORT update once I receive it.
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