• Report: #485592

Complaint Review: Dell Computer Corporation

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  • Submitted: Wed, August 26, 2009
  • Updated: Sat, September 12, 2009

  • Reported By: AngryCanuck — Mississauga Ontario Canada
Dell Computer Corporation
501-155 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

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I ordered a wireless card for my laptop and instead got a desktop card.


http://accessories.dell.com/sna/products/Wireless_WiFi/productdetail.aspx?c=ca&l=en&cs=cadhs1&sku=A2793800


"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. [continued below]....

..... However, I received a TEW-423PI.


See the two links below for product descriptions from the manufacturer's website:


http://www.trendnet.com/products/proddetail.asp?prod=215_TEW-421PC&cat=84 http://www.trendnet.com/products/proddetail.asp?prod=195_TEW-423PI&cat=84


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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REBUTTALS & REPLIES:
0Author 2Consumer 0Employee/Owner
Updates & Rebuttals

#1

ABSOLUTELY TERRIBLE customer service from Dell

AUTHOR: college kid - (USA)

Sorry, but I disagree with the rebuttal!  It may be a low cost problem, but since the mistake is on their web site, it is not as simple as taking the credit and ordering again.  I have had several problems with Dell recently after they refused to honor an advertised extended warranty and tried to insist on a repair instead of a replacement for a brand new computer that was to be a gift and was defective right out of the box. On a prior occasion, I called to cancel an order within a few nightime hours of placing it (serious illness in the family and no longer needed the product), and was advised that I could not cancel because it was 'in production.'  I advised them that it was a 'stock item' without upgrades, and that the estimated ship date was not for an additional two weeks, but they wouldn't budge.  They said that the only option was to take delivery and then return it, but would be subject to a 15% restocking fee.  I agree, their attitude is condescending and they do not attempt to resolve the problems.  They simply give you the run-around until you give up in frustration.  Do not continue to patronize this terrible company.

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#2

I don't understand

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

why you don't take the credit and use it to purchase the correct item. It's their mistake but it's not like they're stonewalling you. It sounds like they are offering to fix it and you want them to go above and beyond by offering compensation over a $13 item? You are making a mountain out of a molehill.
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