Report: #609972

Complaint Review: Dell - Dell Financial Services

  • Submitted: Thu, June 03, 2010
  • Updated: Thu, June 03, 2010
  • Reported By: Joe — San Diego California United States of America
  • Dell - Dell Financial Services

    Round Rock, Texas
    United States of America

Dell - Dell Financial Services Interest-Free Turns Out To Be a Ripoff Round Rock Texas

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I needed an inexpensive laptop to tide me over until I saved enough for a great desktop, so I called Dell and told the saleswoman what I was looking for. She told me that there was 12-month interest-free available, then proceeded to ask me what I would be using the computer for, etc. Based on the 12-month interest-free, I included much more in my order than I would otherwise have done. When she tallied up my bill, she told me that I owe $1400+ and that, unless I paid in full on the first payment, I would be charged some gross amount of interest. I asked what had happened to the 12-month interest-free deal she had offered me; she said that was for a smaller computer that was less than $1000. I had had my appetite wheted for the computer I had ordered, so I went ahead with the deal. My computer was delivered very late and when it did arrive, it was not working. I spent many hours, turning into days, fixing the initial problem.

Getting very tired of dealing with Dell and still feeling that I had been given the old \"bait and switch,\" I called Dell and told my story to the man who answered. (There are so many departments at Dell and none of them is able to communicate with the others -- I still don\'t know what department anyone I spoke was in.) This man told me I would be the happiest customer of Dell that ever was when I hung up my phone. He asked me what it would take to make me happy. I did not respond, but when I found out that the five-year warranty I purchased was more than $500, I asked him if I could have a one-year warranty instead. At first, he refused, saying that the five-year was mandatory. Then he relented and figured the new cost; since it was still more than $1000 and according to him I thus did not qualify for the deal, I told him I would return the computer but insisted that Dell pay for the shipping. He agreed and put in the pick-up order. When I began to pack up the computer to return it, I remembered that the man had offered me what I termed a rebate; so I called Dell again and asked the woman who answered if, given the inconvenience I had been put through, she could give me a rebate that, together with the lesser warranty, would bring my bill below $1000. She figured for a long time and came up with a figure that she assured me would do what I wanted. She then told me to call back after several business days to confirm that her figures had been received by the proper department.

I called back and was told that the bill was a little over $1000; but that did not matter, as the computer I had purchased was not the one on which the promotion of 12-month interest-free applied. Why, then, I asked, had the two people done figuring so that my bill would be below $1000? The person was unrelenting. Several e-mails were exchanged between various departments and me, to no avail. Customer Service told me to contact Financial Services and Financial Services told me to contact Customer Service. The last e-mail I received told me that it was my credit score that prevented me from getting the deal I wanted. I replied to that e-mail and then called the number given in Dell's e-mail.

Naturally, I got someone from Singapore; I asked to be transferred to someone in the U.S. That person told me about the promotion connection and that I had not purchased the correct computer. After I explained, unsuccessfully, about the new terms Dell, through its agent, and I had agreed to, I asked to speak with her supervisor. I explained to the supervisor that I had a new contract or at the very least new terms to the original contract based on the conversation I had with the woman who had given me a "concession" in order for my bill to be less than $1000 so that I could receive the 12-month interest-free account. I told her that based on the offer that I had accepted, I had kept the computer. She went back to the promotion connection; so I asked to speak with the legal department, since clearly this was a legal issue that was beyond the comprehension of the person with whom I was speaking. She informed me that legal does not take phone calls and does not have an e-mail address. Further, she could and/or would not contact them herself. I could write a letter to them and she gave me their mailing address. I asked that she send me an e-mail giving the details of our conversation. She said she would/could not, but that she would send me one telling me that I did not qualify for the promotion. I asked what assurance I had that any letter I sent would reach the Legal Department, since that address was general correspondence. I further asked if my account could be held in abeyance until I heard back from Legal and was told that it could not and that I would be paying interest everyday as in the original agreement.

I do not trust that Legal will receive any letter I send. This is a legal issue that must be dealt with by a lawyer. Customer Service at Dell has a mantra they speak and they have no room to do real customer service. The only rational person at Dell with whom I spoke was the woman who did the calculating to get my bill below $1000. Why would she do that if I still would not qualify for the account I wanted?

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This report was posted on Ripoff Report on 06/03/2010 03:52 PM and is a permanent record located here: 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. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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