- Report: #1065947
Report - Rebuttal - Arbitrate
Complaint Review: Dell
Dell1 Dell Way Round Rock, TX Round Rock, Texas USA
Dell - WORST Ripoff Ever - Round Rock Texas
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I have been in contact with Dell for over 2 years now.
I bought a computer off of their refurbished outlet center. Laptop - Dell XPS l702x. When I had a problem with the keyboard within 6 months, I tried to access the warranty. I was told that the warranty was 3 years long but was based in Canada...
I had not been to Canada ever at the time. Nor had I purchased it on the Canadian website. I tried to get this changed.
I spent the next 18 months on and off the phone with numerous dell employees. Re-explaining my situation 3-5 times each time I called or someone callled me. I was told everything from (You need to contact the previous owner.. seriously Dell?), (We have no record of your purchase), (We have no record of your phone number used for this purchase) to (You need to contact Canada Dell).
I spent a lot of my time going back and forth between Dell Canada and Dell US. Basically, getting jerked around the entire time. One would point me here, the other would point me there. Nobody could give me an answer.
Within 9 months my computer had a processor issue, running at the lowest speed possible, I had replaced my keyboard and battery twice out of pocket due to them not being able to access my warranty.
After calling and calling and calling and nothing being able to be done. I assumed I was out of luck. Accessing my account one more time, showing me that there was in fact a year left on my warranty and it was still in Canada, I decided to give it one more final try.(I was lucky enough to have a co-workers parent working for Dell)
After spending 3-5 hours a day on the phone with dell for over 9 days straight, when I submitted my issue to the BBB, I finally got a response. There were so many ridiculous conversations that I will add too, but this was by far the best.
I was told... and I quote from (Susan Thomas: The Worst Dell Rep Ever):
Susan: "I'm sorry, but this warranty was changed to your name in June of 2011."
Me: "You are kidding me right? I have spoken with 20+ team members about this issue over the past week and even spoke with you on Monday, where you told me it was still an issute. Now you are going to tell me it was magically fixed 2 years ago?"
Susan: "I'm sorry, but the records show that this was changed in 2011."
Me: "So since you were so quick to pull up the phone records of the past 2 years, please pull up the past 2 weeks and please tell me why 20+ employees of Dell all confirmed that my warranty was listed as Canadian and how that makes sense that I have spent 50+ hours on the phone over the past 9 days, when this just happened to fixed 2 years ago?? Does that make any sense?"
Susan: "I'm sorry, (NAME), I'm not sure why they would all say that, but our records show that this was changed in 2011."
Me: "(Laughing) So you are telling me 50 people all did their job wrong and this was changed 2 years ago and all these phone calls I have made were... make believe?"
Susan: "I'm sorry. I don't know what to tell you."
How about admitting the fact that Dell made any kind of mistake?
Even if 50 employees were wrong. No admittance of a mistake and nothing to resolve it.
They did not offer me any kind of resolution with the BBB.
I have started the website
www.dontbuyadell.com in hopes that it would open their eyes to the atrocity which they have laid out before themselves.
This report was posted on Ripoff Report on 07/10/2013 01:07 PM and is a permanent record located here: http://www.ripoffreport.com/r/Dell/Round-Rock-Texas-78682/Dell-WORST-Ripoff-Ever-Round-Rock-Texas-1065947. 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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