- Report: #509378
Report - Rebuttal - Arbitrate
Complaint Review: Dell
Dell1 Dell Way Round Rock, Texas United States of America
Dell Dell Computers Dell Created a Problem, via their incompetent WEBSITE, and then Charged me for it. Round Rock, Texas
I lost $12.99 to Dell's incompetence.
They offered a GPS unit for $119. and they offered free shipping.
I went to their website and tried to buy it, but got error messages five consecutive times, which prevented my purchase from going through.
Each new time that I attempted to make the purchase, the Dell website would automatically change my shipping option from the Free Shipping to a $12.99 fast shipping option, which I did not want.
After much frustration trying to get my order to go through, I noticed that it went through with the wrong shipping option selected, and I was charged $12.99 instead of not being charged for the shipping aka. the free shipping they were offering.
I viewed this changing of the shipping option, without the customer's consent, or desire, as intentional, on their part, as you can bet that the default would be FREE SHIPPING, if Dell could make money off of that.
After realizing that I was charged too much, I immediately (within minutes)called Dell to get them to either cancel the order, or change the shipping option back to free shipping. To my chagrin, when I called I got put through an automated obstacle course, only to learn that there is no one in customer service at that time of night.
Then I went to the website and found a place where I could email customer support and ask them to cancel the order immediately. Well, they never did it. They never did anything, except ship the order out immediately... exactly what I did not want, and exactly what I tried desperately to prevent.
When I called the next day, the Dell (Indian guy) representative gave me the usual run-around by saying that the order had already shipped and that he, nor Dell, could do anything to help me until my order actually arrived.
I waited a few days, and the order arrived and I called Dell customer service right away. I had to go through the automated system (question after question after question), and then I got tranfered to a person who transfered me to a different person who tranferred me to a different person. All of these persons were Indian.
The last person told me that he could not waive the $12.99 charge, even after I had explained to him that it was basically Dell's fault that this whole issue arose. I said "then send me a return form", which they did.
Their policy is that they will pay for the return shipping, but the customer will still have to pay for the original shipping cost, which in my case was $12.99
Another Dell ripoff!
I spent about 3 hours of my time, both on the internet, and on the phone, dealing with this issue. It isn't even close to being worth my time to deal with Dell. I will suffer the $12.99 loss. It's a small loss for me; however I will never do business with Dell again because of the incompetence they have exhibited via their website, the difficulty in reaching a person at customer support, and the lack of concern and the arrogance they have thrown in my face during this minor ordeal.
I love Dell Computers; however their company is so disfunctional in ways unrelated to their products, that I will:
NEVER DO BUSINESS WITH DELL AGAIN !!!
This report was posted on Ripoff Report on 10/14/2009 05:45 PM and is a permanent record located here: http://www.ripoffreport.com/r/Dell/Round-Rock-Texas-78682/Dell-Dell-Computers-Dell-Created-a-Problem-via-their-incompetent-WEBSITE-and-then-Charge-509378. 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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