• Report: #127765

Complaint Review: Dell Computer

  • Submitted: Mon, January 17, 2005
  • Updated: Tue, January 18, 2005

  • Reported By:Cookeville Tennessee
Dell Computer
Once Dell Way, Building 2 Round Rock, Texas U.S.A.

Dell Computer ripoff "the send you a computer you didn't agree on to purchase Round Rock Texas

*UPDATE EX-employee responds: Cut Corners

*Consumer Suggestion: Unrealistic to expect FREE RAM

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I have been on the phone and emailed Dell Customer Support since August, 2004. To bring you up to par on what this is all about is as follows.

I called Dell Computer sales in or around the beginning of June. After going through various scenario and explained to me that what I was needing was this Dell Dimm 4600C. That this computer will get on the internet with no problems and that I would be able to play any game. I explained that I would call back to make sure that I didn't need anything else before I made my final purchase. Four days later presto a computer was delivered at my office. So with that my receiving department excepted the delivery and called me to tell me I had a computer at the dock.

On July 18, 2004, I purchased one game for my husband to be played. The computer locks up every time he is in the middle of playing the game. I have emailed Customer Support several times and several times I have received a response suggesting various things to do to fix the problem. After going through this process once again I have emailed your Customer Service and this individual had come up with the conclusion that my problem was my computer does not have enough RAMs. What I need is 512K what I have is 128K . So with that being said I called Customer Support to give Dell Computer the opportunity to supply me with the required memory to have this computer function in the manor in which it was originally suppose to be working in. AS discussed when this computer was first purchased.

Now this gets really interesting. I called and spoke to the following states in the following order on 1-17-05 first phone call was placed about 9:00 AM CST.

Case # 090563392
Etrack # 6E2A1N2V1YL8N9GE
Auto reply # KMM9994738I21063L0KM

Philippines, Austin, Florida, Alabama, Philippines, Philippines, Austin

I have been given the following numbers and extensions:

1-800-624-9897 X 43784
1-800-449-3355 X 62470

In Alabama I reached a wonderful lady that said what I would need to do is go online make the purchase use the Coupon Codes and then call I-800-624-9897 give them the Case # 090563392 and they would in turn credit me the difference of $160.24 - $135.00 = $25.24 difference. I went on line and the coupon codes does not work . I called the above number she gave me and this person said one Coupon Code was active and the other was not. He then transferred me to someone else and so on and so on.

I have explained this story over and over and over. So I tried something different I got online and found the following numbers:

1-512-338-4400 Austin, TX 78701
1-512-306-1354 807 Las Cimas Pkwy., Austin, TX 78746-5223
1-512-728-3653 - Porche_Davis@dell.com

I called the 338-4400 and that person in the middle of explaining my problem transferred me to Executive Customer Support. I have left a message and a phone number.

What I need so I was told is the following Dell Part # A0124471 Qty 2. Total Cost incl Tax. $160.24. Is there anyone anywhere in Austin, Texas can fix what should be a real minor problem. Just supply at no cost the correct amount of RAMS to play this or any other game that is available in the market.


Cookeville, Tennessee

This report was posted on Ripoff Report on 01/17/2005 06:27 PM and is a permanent record located here: http://www.ripoffreport.com/r/Dell-Computer/Round-Rock-Texas-78672/Dell-Computer-ripoff-the-send-you-a-computer-you-didnt-agree-on-to-purchase-Round-Rock-T-127765. 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 UPDATE EX-employee responds

Cut Corners

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

So many times Dell Reps. explain to the customers what they will need for the system in order to perform the task requested. The customer sees an ad for a computer at a rock bottom price and they want all the bells whistles with it. The computer you see is there to build from according to what you want it to do. The 4600c is a space saver but the buyer wants it because of the low price. The customer just thinks that the Rep. wants them to spend more money on the purchase and they simply refuse...This limits the Rep. on being able to assist you better. Spend more money fear or the Rep. wants a higher commision check. This just isn't so, Reps. don't work on commission, they just don't want a large number of returns due to unsatisfied customers....the Rep. would rather set the customer up with a system that would best suit their needs. The customer wants a low cost system. As the saying goes "You get what you pay for". To often the customer has a limit on price and won't go any higher. Well you can only get a limited amount of features at that low price. You want extra's....you have to pay extra. It's like buying a car. The vehicle comes with standard features. If you want more....ya gotta pay more. There are different computers for different needs. For the basic price....you will get a basic computer. Extra capabilities means you have to pay a somewhat higher price for the system. The Rep. is always looking for the special and the systems that advertise with the most you can get for your money. That's why they spend the time listening to you. The Rep. finds a great system with alot to offer and because it may be just a little higher than they saw advertised accusations are made and the customer states that they dont want the system you set up for them after they tell you what they want in a system. So the Rep. says ok...and sets them up with the system that they saw on special. They get the system...and they are not satisfied. Typical scenario. The customer is more interested in price than features and yet ...what it can't do is the reason they want to return the system. It is always the customer that has the final say but rest assured....The system the customer wants to return is the system the customer wanted in the first place because of the lower price.
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#2 Consumer Suggestion

Unrealistic to expect FREE RAM


System packages (in this case, your 4600C) come with standard hardware, software, monitor, etc. The customer, hopefully based on some computer knowledge, then decides whether or not to make upgrades which, of course, increases your cost.

For instance, my Dell (though it's the same for all brands) computer package also came with 128 meg of RAM. I chose to upgrade to 512 meg, at my cost. I also, among several other things, upgraded to a larger and better monitor.

The computer manufacturer is certainly not responsible for making sure that a game that you purchased elsewhere works to your satisfaction.

More RAM MIGHT make it work or it might not. The program could be faulty. And if it still doesn't work, are you going to blame Dell again and demand that you get a new computer?

In the end, it is the customer's responsibility to order what they think they will need. The manufacturer can't be expected to make that call. They are only responsible for providing a working unit meeting the specifications of the order. You can order the top of the line or not. That's YOUR choice!

If you don't know what you want, then do some research BEFORE ordering. If you make a mistake, pay for the extra RAM, just like the rest of us have to. Your lack of computer knowledge does not give you the right to get a "free" anything.

By the way, if, as you say, the computer was delivered without your approval, you could have sent it back and paid extra to upgrade. You did not!
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