This complain is regarding Dell Financial Services (DFS), and not the technical/sales part of Dell.
I opened a Dell Preferred Account several years ago when I lived at another address.
I paid off my account, and did not use it for a year or so. I moved during this time period. I ended up making another purchase on the account. It may have been my misunderstanding, but when talking with the people at Dell (sales)and making my order, I was under the impression that they were changing my billing information to reflect my change of address, and assumed that I would receive my Dell Preferred Statement at my new address. Ok, I know what they say about assuming, but I just want everyone to know that they have to be really careful about dealing with Dell and Dell Financial Services. They do not appear to share information like I thought, so you have to be absolutely sure that both have your correct information
In short, I ended up having late fees because my new statement was not sent to correct address. I realized that this was mostly my fault, since I had not checked that Dell and DFS had my new contact info. So I called DFS to make the appropriate change of address, and accepted the late fees without contest.
However, they have not changed my mailing address, even though I have called to make this change twice now. When I access my account online, my address is correct, but when I call to verify, they still show my old address. Seems like their different types of record keeping are not being kept in sync.
I just tried switching to PAPERLESS billing online to circumvent the mailing address problem altogether. GET THIS: I clicked on the link which *clearly* said "switch to paperless billing". I check my email a few minutes later, to find an email from DFS which tells me (and I quote) "You have UNENROLLED your account from paperless statements. Effective immediately, all new billing statements will be mailed to the address on file."
Just to be clear, I told it to enroll me in paperless billing and it UNenrolls me in paperless billing. WTF?
So, I have decided I just need to remember to regularly log into my online account and check if bills are due. I can't rely on them for any notification. I will pay it off and never use again.
I realize that when I use a credit account, that it is my responsibility to pay. But I also feel that a company has a certain amount of responsibility to send you bills in an effective and accurate manner, assuming you have provided them with the means to do so. I would not use this as an excuse for non-payment, but I will not be using that account anymore.
Given their poor record keeping, I would not be surprised if more egregious errors are not occurring.