• Report: #1092165

Complaint Review: Dell Computer

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  • Submitted: Tue, October 15, 2013
  • Updated: Tue, October 15, 2013

  • Reported By: NY Professional — Port Washington New York
Dell Computer
1418 Park Center Dr Austin, Texas USA

Dell Computer Dell ripoff disregard poor bait switch misleading Austin Texas

*Author of original report: Dell found GUILTY of a massive "bait and switch" scheme

*Consumer Comment: So...

*Author of original report: 4 Incontrovertible Facts Establish Dell's Bait and Switch Tactics.

*Consumer Comment: First, I have to agree with Robert....

*Author of original report: Where's the RipOff? Here's Unadulterated Truth

*Consumer Comment: Where is the RipOff..

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DELL COMPUTERS DOUBLESPEAK "WHEN 2 DAY AIR MEANS 10 DAYS"

Actual transcript of online support session with Dell Customer Support on 10-15-13

First I'm told that DELL can't ship my order due to a "Parts Shortage".  Then I'm told that the order has shpped afterall.  Then I'm told that it will take 10 days to ship an order which has PAID FOR 2 DAY AIR.

 

5:16:35 PM         System  You are now being connected to an agent. Thank you for using Dell Chat

 5:16:36 PM         System  Connected with Chetan_Trehan

 5:16:40 PM         Chetan_Trehan  Welcome to Dell Customer Care Chat! My name is Chetan. How may I assist you today?

 5:16:53 PM         Dell Customer  why is my order taking so long?

 5:17:01 PM         Dell Customer  I ordered this computer on 10-10-13.

 5:17:12 PM         Chetan_Trehan  Hello Mr. XXXXX

 5:17:15 PM         Dell Customer  The current estimated ship date, EVEN assuming 2nd day air,

will take 20 days to get to me.

 5:17:31 PM         Dell Customer  Please help

 5:17:53 PM         Dell Customer  Dell Purchase ID:xxx

Order Number: xxx

Customer Number: xxx

8:35 PM         Dell Customer  HELLO?

 5:18:57 PM         Dell Customer  Chetan?????

 5:19:20 PM         Chetan_Trehan  Yes, Mr. XXX

 5:19:40 PM         Chetan_Trehan  I will be glad to assist you. Let me check the details.

 5:20:00 PM         Chetan_Trehan  In the meantime, could you please verify your preferred phone number to call?

 5:20:10 PM         Dell Customer  xxx-xxx-xxxx

 5:20:45 PM         Chetan_Trehan  Thank you for the verification.

 5:21:15 PM         Chetan_Trehan  The estimated delivery date of the order is 10/25. The 2nd business day shipping method applies to the order once it is shipped. It does not include the order processing time. It refers to the time to be taken by the carrier for delivery of the order once it is shipped.

 5:21:40 PM         Chetan_Trehan  Your order is getting delayed due to part shortage.

 5:22:05 PM         Chetan_Trehan  As soon as the part is available, the order will move to the next stage.

 5:22:14 PM         Dell Customer  That's rediculous

 5:23:05 PM         Chetan_Trehan  I apologize for the inconvenience caused to you. As of now the estimated delivery date is 10/25.

 5:23:15 PM         Chetan_Trehan  We will keep you posted on the status of the order.

 5:23:50 PM         Chetan_Trehan  We will take complete ownership of this case. A Dell case specialist would keep a follow up and update the status of your order.

 5:24:00 PM         Chetan_Trehan  We can text you the Order Status once your order ships out of Dell. This would be a free service if you have a free text message service, else the rates would be applicable as per your service provider. You would receive only 1 text message and you wouldn't receive any further text messages from Dell. Would you like to opt for it?

 5:24:19 PM         Dell Customer  1) I expect Dell to upgrade my shipping at Dell's expense

 5:24:37 PM         Dell Customer  2) This was NOT disclosed at the time of ordering the computer.

 5:24:53 PM         Dell Customer  3) I need the computer to do business

 5:26:15 PM         Chetan_Trehan  I am sorry, but we cannot upgrade the shipping method at this stage.

 5:26:30 PM         Chetan_Trehan  We do apologize for the extended lead time. Unfortunately, strong demand for our products has extended the amount of time it takes to complete your order. Please know that we are working hard to ship it out as soon as possible.

 5:26:40 PM         Chetan_Trehan  We certainly do not want to keep our customers waiting for their products. I assure you we are doing everything we can to get the item out to you as soon as possible.

 5:27:40 PM         Dell Customer  That's rediculous

 5:27:45 PM         Chetan_Trehan  I do not intend to rush you, are we connected?

 5:28:00 PM         Chetan_Trehan  I apologize sincerely for what has transpired for you, this is not at all indicative of what we want you to experience when contacting customer care for assistance.

 5:28:27 PM         Dell Customer  You're not helping me AT ALL?

 5:29:37 PM         Chetan_Trehan  Mr. XXX, please be assured, we will keep you posted on the status of the order. I am sorry but the order has crossed the stage where we can make any changes to the shipping method.

 5:30:58 PM         Dell Customer  I'm currently on the Lenovo website. IF I ordered TODAY, they have an Estimated ship date of 10/23/13. That's 8 DAYS better ship time that Dell. They have access to the same parts Dell does.,

 5:31:15 PM         Dell Customer  You're lack of planning is forcing me to look elsewhere for my computer needs.

 5:31:29 PM         Dell Customer  after being a loyal customer of dells for over 20 years

 5:31:45 PM         Chetan_Trehan  I apologize for the inconvenience caused to you.

 5:32:08 PM         Dell Customer  apologies are not good enough

 5:32:33 PM         Dell Customer  don't tell me your sorry., SHOW me your sorry'

 5:32:33 PM         Chetan_Trehan  As a consumer myself I would be just as upset if placed in this position, and can assure you that this is not indicative of Dell's world class service. Please know that we are working hard to ship it out as soon as possible.

 5:33:12 PM         Dell Customer  BUT it IS indicative of Dell's LACK of world class service

 5:33:49 PM         Dell Customer  I don't think you understand the depth of my unhappiness right now

 5:34:05 PM         Dell Customer  platitudes and false apologies are useless

 5:34:14 PM         Dell Customer  I want some consideration

 5:34:31 PM         Dell Customer  You're lack of planning is forcing me to look elsewhere for my computer needs.

 5:35:44 PM         Chetan_Trehan  I can understand your concern. Let me check what best can be done.

 5:35:49 PM         Chetan_Trehan  Please allow me 1-2 minutes while I check for the information.

5:40:43 PM         Chetan_Trehan  I apologize for the delay in reply.

 5:42:54 PM         Dell Customer  Hello?

5:43:48 PM         Chetan_Trehan  I have checked the status of the order now, and it is already shipped from one of the Dell's manufacturing locations and it is in transit. As soon as it reaches the carrier, a tracking number will be generated.

 5:43:58 PM         Chetan_Trehan  The estimated delivery date is the same 10/25.

 5:44:12 PM         Dell Customer  How is that possible?

 5:44:26 PM         Chetan_Trehan  We cannot make changes to the shipping method of the order.

 5:44:29 PM         Dell Customer  It's shipping 2 day air?

 5:44:53 PM         Chetan_Trehan  The 2nd business day shipping method applies to the order once it is shipped. It does not include the order processing time. It refers to the time to be taken by the carrier for delivery of the order once it is shipped.

 5:45:06 PM         Dell Customer  Your confusing me.

 5:45:30 PM         Chetan_Trehan  As soon as it reaches the carrier, your order will be delivered within 2 business days.

 5:45:30 PM         Dell Customer  it is already shipped from one of the Dell's manufacturing locations and it is in transit? I selected 2nd day air.

 5:45:50 PM         Chetan_Trehan  It has not reached the carrier yet.

 5:45:51 PM         Dell Customer  If it has shipped, shouldn't it be here by Friday?

 5:46:27 PM         Chetan_Trehan  Once the order reaches the carrier, it will get delivered within 2 business days.

 5:47:39 PM         Dell Customer  You're speaking in riddles. Where did you ship it to?

 5:47:51 PM         Dell Customer  where did you ship it from?

 5:48:04 PM         Dell Customer  why would it take 8 days to get to the carrier?

5:49:40 PM         Dell Customer  Where did you ship it to? where did you ship it from? why would it take 8 days to get to the carrier?

5:51:04 PM         Dell Customer  HHHHHHHHHHHHHHHHHHHHHHEEEEEEEEEEEEEEEEEEEELLLLLLLLLLLLLLLLLLLLLLLLLLLLOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOoo'

5:51:36 PM         Chetan_Trehan  We do not have that information as Dell has manufacturing locations all over the world.

 5:52:26 PM         Chetan_Trehan  Is there anything else apart from this, I may assist you with today?

 5:52:27 PM         Dell Customer  So this is coming on a slow boat from China?

 5:52:41 PM         Dell Customer  Can I cancel the order?

 5:53:16 PM         Chetan_Trehan  You have reached Dell's Home and Home Office division. Your account is located under our Members Purchase Segment. I would request you to please contact 1800-695-8133. They are working from 7 AM to 7 PM CST only on weekdays. You also have the option of getting an answer to your query via email from them at the following link: http://support.dell.com/support/topics/global.aspx/support/email_customer_care/emailcustomercare?

 5:53:21 PM         Chetan_Trehan  They will assist you with the cancellation option.

5:53:56 PM         Chetan_Trehan  I can understand how you would feel at this point, since I am referring you to another department, but believe me, it is only to ensure that the query is handled by the correct department and the issue is resolved at the earliest.

5:55:46 PM         System  Chetan_Trehan has left this session!

 5:55:46 PM         System  The session has ended!

 


This report was posted on Ripoff Report on 10/15/2013 03:19 PM and is a permanent record located here: http://www.ripoffreport.com/r/Dell-Computer/Austin-Texas/Dell-Computer-Dell-ripoff-disregard-poor-bait-switch-misleading-Austin-Texas-1092165. 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:
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Updates & Rebuttals

#1 Author of original report

Dell found GUILTY of a massive "bait and switch" scheme

AUTHOR: NY Professional - ()

The link to the case where Dell was found GUILTY of a massive "bait and switch" scheme is very relevant. It shows Dell's history of "bait and switch"

NEW YORK (CNN) -- Dell Inc. deceived customers in a massive "bait and switch" scheme to increase sales of its computer and electronic products, a New York state judge ruled Tuesday.

State Attorney General Andrew Cuomo sued Dell in 2007 on behalf of hundreds of customers who claimed that the electronics company lured them into buying products with promises of attractive deals and promotions.

In reality, the lawsuit alleged, most customers were denied or misled into believing that they had been approved for low interest or financing rates.

The lawsuit also accused Dell of depriving customers of technical support that they were entitled to, in some instances, by pressuring them into performing repairs on their own or subjecting them to long wait times on the phone. Video Watch Cuomo detail the complaints »

In a 26-page decision, Supreme Court Justice Joseph C. Teresi found in favor of the consumers.   "Dell has engaged in repeated misleading, deceptive and unlawful business conduct, including false and deceptive advertising of financing promotions and the terms of warranties, fraudulent, misleading and deceptive practices in credit financing and failure to provide warranty service and rebates," Teresi said in his decision.

The court will hold further proceedings to determine how much restitution Dell will have to pay its customers.

Dell said it disagreed with Teresi's decision.

"Our goal has been, and continues to be, to provide the best customer experience possible," spokesman Jess Blackburn said in a written statement to CNN.

"We are confident that when the proceedings are finally completed, the court will determine that only a relatively small number of customers have been affected," Blackburn said.

Cuomo hailed the decision in a statement Tuesday.

"For too long at Dell, the promise of customer service was a bait and switch that left thousands of people paying for essentially no service at all," Cuomo said. "We have won an important victory that will force Dell to live up to its responsibilities and pay back its customers for profits that were pocketed but not deserved."

The Internet is awash with stories from unhappy former Dell customers.  Here's some other links from 2013:

http://en.community.dell.com/support-forums/customercare/f/4674/t/19502178.aspx

http://www.ihatedell.net/forum/phpBB3/viewtopic.php?f=32&t=21198

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#2 Consumer Comment

So...

AUTHOR: Robert - ()

 Okay you posted a link from a suit that happened in 2008 and has NOTHING to do with your situation...so what's your point? 

Oh and as for googleing "Bait and Switch"..perhaps you should take your own advise and google it yourself.

bait and switch

n. a dishonest sales practice in which a business advertises a bargain price for an item in order to draw customers into the store and then tells the prospective buyer that the advertised item is of poor quality or no longer available and attempts to switch the customer to a more expensive product.

 

- Did they advertise this computer for a bargin price and then tell you it was of poor quality?...No.  Did they tell you that it was no longer available..No.   Did they switch you to a more expensive product..No.  But I see your wheels spinning you are saying that "Well the part is on backorder so it is no longer available"...Buzz..nice try.  The computer is only DELAYED..inconvienent...yes but NOT "Bait and Switch".  Oh and at no time in this entire chat session do we have one indication that they tried to sell you a higher priced computer.

 

You still never answered how you know for 100% certain that the other computer uses the exact same parts and that their "Estimated" ship date wouldn't change.

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#3 Author of original report

4 Incontrovertible Facts Establish Dell's Bait and Switch Tactics.

AUTHOR: NY Professional - ()

I am quite comfortable with the transcript and invite Rip-Off Reports Readers to read it.  They will find 4 Incontrovertible facts that establish Dell's Bait and Switch tactics.

Incontrovertible fact 1) I PAID a lot of money FOR 2 DAY SHIPPING.  

Incontrovertible fact 2) Dell's customer service rep says the computer HAS SHIPPED.

Incontrovertible fact 3) DELL's REP next says it will take 10 DAYS TO RECEIVE SHIPMENT

Incontrovertible fact 4) DELL will NOT refund the charges they made to my credit card for the cost of upgrading my shipping from ground to 2 day shipping.

Classic case of bait and switch.

Rebuttal Question 1: What part of "parts shortage" do you NOT understand?

Answer:  The computer has shipped. Parts shortage is not the issue.  Bait and switch is.

Rebuttal Question 2: ALL internet businesses will tell your that processing time is in addition to shipping time.

Answer: Can you give Rip-Off report's readers another example of any legitimate manufacturer that claims to have shipped something, but can’t tell you where it shipped from, and AFTER IT’S SHIPPED "ADDS 8 DAYS TO THE SHIPPING AND CALLS IT "2-Day SHIPPING" ?

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#4 Consumer Comment

First, I have to agree with Robert....

AUTHOR: Ken - ()

 YOU are a TOTAL A**,  You claim to be a professional and act like a spoiled brat.

"5:21:40 PM         Chetan_Trehan  Your order is getting delayed due to part shortage.

 5:22:05 PM         Chetan_Trehan  As soon as the part is available, the order will move to the next stage.

 5:22:14 PM         Dell Customer  That's rediculous"

What part of "parts shortage" do you NOT understand?  They are also right, ALL internet businesses will tell your that processing time is in addition to shipping time...IDIOT! 

If I were dealing with you, I would be tempted to ship you the computer immediately WITHOUT the part they don't have, then later, when they receive the part(s) they could ship to you and let you install said part(s), thus voiding your warranty...cool, no? I'm happy to be retired, I used to deal with jerks like you on a daily basis.

BTW Mr. professional, the word is spelled "Ridiculous."

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#5 Author of original report

Where's the RipOff? Here's Unadulterated Truth

AUTHOR: NY Professional - ()

To the poster who asks "Where's the Rip Off", thanks for giving me the opportunity to clarify.

Please reread the transcript.  Dell's rep says that THE LAPTOP HAS SHIPPED, BUT THEN states that it will TAKE Dell 10 DAYS TO SHIP the laptop to me.

Incontrovertible fact 1) I PAID a lot of money FOR 2 DAY SHIPPING.
Incontrovertible fact 2) Dell's customer service rep says the computer has been SHIPPED.
Incontrovertible fact 3) DELL's REP next says it will take 10 DAYS TO RECEIVE SHIPMENT. 
Incontrovertible fact 4) DELL will NOT refund the charges they made to my credit card for the cost of upgrading my shipping from ground to 2 day shipping. 

So let me ask you sir, IF YOU PAID FOR 2 DAY SHIPPING, and Dell told you that your computer shipped, and in the next breath were told that it would take 10 DAYS TO SHIP YOUR TWO DAY SHIPPING, WHAT WOULD YOU CALL IT?

Some would call it DOUBLESPEAK.  I prefer to call it what it is.  I CALL IT A RIP OFF.  PURE AND SIMPLE.

As far as being a customer over the past 20 years, that too is an incontrovertible fact.  Regretfully, I have seen an inexorable downward slide in Dell's customer service.  Just Google "Dell Bait and Switch" and you will find many examples, even a Judge and NY State Governor Cuomo making reference and examples of Dell's behavior.

For one example read:
http://www.cnn.com/2008/US/05/27/dell.lawsuit/

The transcript I posted tells the unadulterated truth.  That's why I posted it.

Believe me, I'd rather it be different and I tried to resolve this issue amicably, but I wanted others to know the kind of service they can expect when they're dealing with Dell Computer.

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#6 Consumer Comment

Where is the RipOff..

AUTHOR: Robert - ()

 First I think it is great you posted the chat session..as it just shows how much of an **s you were and what Customer Service people have to put up with.

So I will just start off with this one basic question.  If this is such a horrible company that has total disregard..why did you stay with them for 20 years?

As to the rest of your report.

If this was immparative to your business why did you do a web order, how come you didn't head down to a physical store and pick one up?

I also really want to know how you as a regular consumer knows for a 100% Certain fact that Lenovo has the availabilty to the exact same parts that Dell is waiting for?   I also think is hillarious that even you say that the Lenovo date of 10/23 is the ESTIMATED shipping date and you are taking that as some set in stone unmoveable date.  What if you bought it from them and they told you that due to parts your new ship date is 11/15(for example)?

 

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