- Report: #485592
Report - Rebuttal - Arbitrate
Complaint Review: Dell Computer Corporation
Dell Computer Corporation501-155 Gordon Baker Rd North York, Ontario Canada
Dell Computer Corporation, Dell, Dell Computers Corporation Wrong product received. Dell refuses to acknowledge their mistake. ,Nationwide
* : ABSOLUTELY TERRIBLE customer service from Dell
* : I don't understand
I ordered a wireless card for my laptop and instead got a desktop card.
"TEW-421PC 54Mbps Wireless CardBus PC Card allows laptop users the mobile freedom to connect at home, in the office or to wireless hotspots on the road. It complies with the IEEE 802.11g standard, making it backward compatible with 802.11b networks for assured compatibility as you roam between networks. Advanced 128-bit WEP encryption is supported to provide secure access for your data. Cut the wires and move freely with TRENDnet's 802.11g wireless products"
As per the description on Dell's website at the above link, my order was for a TEW-421PC. However, I received a TEW-423PI.
See the two links below for product descriptions from the manufacturer's website:
To no avail, I desperately tried to explain this mistake to Dell (multiple emails and a frustrating phone call, where the automated system eventually simply cut me off). They've repeadtedly stated that the mistake was mine in the first place. All they've offered is for me to return my product for a credit (with Dell) and to place an order for the correct product. I did not accept this as compensation for my troubles. The agent was trying to get me off his back.
Unfortunately, I don't want a credit with Dell nor can I possibly place a new order seeing as the mistake is on their website. I have wasted a significant amount of time and effort on this issue. My family and I are long-time customers of Dell's but my opinion of the company has taken a severe blow. This has been the worst customer experience I have ever been through. I did not feel any of the customer service agents spent any time on my case to understand the mistake that occurred on their website. Furthermore, their attitude, especially on the phone, reaked of disdain towards the customer.
I have additional explanatory and supporting documentation to help you investigate this case. However, I do not see the option to attach anything to the form I'm surrently filling out.
- Order receipt
- Screen print of the product's description page with the mistakes circled for an easier understanding of the issue
- A picture of the item I received, clearly showing that I received a desktop card (TEW-423PI) instead of the laptop card (TEW-421PC)
p.s. The BBB has not been very helpful in this matter
This report was posted on Ripoff Report on 08/26/2009 12:13 PM and is a permanent record located here: http://www.ripoffreport.com/r/Dell-Computer-Corporation/North-York-Ontario-M2H-3N5/Dell-Computer-Corporation-Dell-Dell-Computers-Corporation-Wrong-product-received-Dell-r-485592. 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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