• Report: #475867

Complaint Review: Dell Inc.

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  • Submitted: Sun, August 02, 2009
  • Updated: Sat, September 26, 2009

  • Reported By:Baldwinsville New York
Dell Inc.
One Dell Way Round Rock, Texas U.S.A.

Dell Inc. Dell Refuses To Do A Product Exchange For A Damaged On Arrival Brand New Computer (I'm within 21 days of purchase) Round Rock Texas

*Author of original report: After over 2 1/2 long months, I finally got a refund...

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So, I am pretty sure that I'm not the only one who loathes contacting Dell for anything. It doesn't help that the people in the Dell Call Centers are based in India and speak incomprehensible English. Even when I've used Dell Chat, they've asked me what my issue was three or four times, so apparently they can't understand English either.

I purchased a brand new Dell Studio XPS 435T (~$3100) on July 15, 2009 and received it on July 20, 2009. Like a little kid at Christmas, I take the toy that I custom built out of the box and plug it in. Well, apparently, Dell sent me a huge lump of coal-Well, actually, that's all they have ever sent me.

During it's first boot, it took only five minutes until I saw my first blue screen of death (processor, video, and hard drive errors) and it wouldn't do anything past getting, barely, to the desktop. I guess Dell is trying to beat its less than stellar quality rating...ZERO

When I contacted Dell, they routed me to technical support. Of course Dell Technical Support wants to run two full days worth of diagnostics on a brand new computer, a computer that has never been used and should have been exchanged, and then send a tech out with a motherboard. Unfortunately, they make getting a replacement system more trouble than its worth: First, you have to cancel your order and get a CRA number; Second, you have to return the product at your expense (my shipping was free, so I feel that it should be free to go back); and then reorder (after all that, are you kidding?-if you like pain and decide to reorder, better make sure that you get a better deal than the one you got before to make up for the unnecessary hassle).

I see no reason why they can't just send me a replacement system tower and have me send the non-functional tower back in the box that they ship the new tower in-They did it before when they replaced the Inspiron E1505 with the Inspiron 1520 - COME ON!!!! I have been buying Dell since 1998.

I know the general public has to be wondering why I keep doing it. Lately, I have been asking myself the same question. At one time quality and customer relations were important to Michael Dell; however, now it's all about money and that's that. I don't complain that much, really, because I am pretty well-adjusted to the fact that everything I buy today is crappily made. It's just that I have had problems with EVERY Dell laptop and, for the first time, a Dell desktop. I guess it's just too much to ask for anything to work longer than five minutes these days. These problems I have are supposedly "rare" according to the Dell Reps I have talked to. How rare are they, really?

Dear DELL,

I want a system exchange done in old RMA fashion. That's the least you could do. If you did that and it arrived in great shape and functional-meeting my minimal expectations, I would be happy. Don't make this a hassle, that's all our relationship has ever been is a hassle. Dell Reps have mentioned that they don't want to loose a longtime schmuck like me, so if you want me to keep throwing money at you to help you pay for your mansions, your mansions, your lavish vacations, and your philanthropic efforts, then please fulfill my reasonable request for a SYSTEM EXCHANGE

Baldwinsville, New York

This report was posted on Ripoff Report on 08/02/2009 08:23 PM and is a permanent record located here: http://www.ripoffreport.com/r/Dell-Inc/Round-Rock-Texas-78682/Dell-Inc-Dell-Refuses-To-Do-A-Product-Exchange-For-A-Damaged-On-Arrival-Brand-New-Compute-475867. 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 Author of original report

After over 2 1/2 long months, I finally got a refund...

AUTHOR: R.m.p - (U.S.A.)

It took about 21 days just to get the replacement computer. The replacement computer arrived in the same dysfunctional state that the original system arrived. I called them and asked for a refund and, finally, an India-based rep promised that I would get a refund if I bought another computer of equal or greater value. Well, they sent UPS to pick up the replacement computer before anyone sent a shipping label for the first system. Both the original and the replacement systems were picked up on the same day and arrived at Dell on the same day. After another 1 1/2 months of pestering them, the refund finally got posted and as soon as it posted....I get a call from a leech at one of the India-based call centers. An advance resolution expert, as her title states (ha, not really), called and offered $600 off of my cart as approved by her because I had such a hard time with Dell. I reconfigured my cart and expected to be offered the same $600 off of my cart as offered before; however, she offered $300 off my cart. Then, she said she talked to her manager and said that no discounts will be issued. Well, so basically she wasn't going to give any discounts off the cart in the first place-That's called fraud. So, the rep, the manager, and her associates are essentially criminals. Dell is comprised of corrupt criminals and I highly advise everyone not to purchase any products sold by Dell (Perot systems, Alienware, and anything else they are poisoning). See the proof by searching about how dell was sued for $4 million dollars by the NY State Attorney General...I believe also in California by their Attorney General. I highly encourage each state to pursue the same type of lawsuit because I am certain that everyone in all states have been a victim of Dell and its fraudulent business practices.

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