Report: #751672

Complaint Review: DELL financial servcies

  • Submitted: Mon, July 11, 2011
  • Updated: Tue, September 13, 2011
  • Reported By: anonymouse — Sekiu Washington United States of America
  • DELL financial servcies

    Austin, Texas
    United States of America

DELL financial servcies refuse to correct obvious errors in invoicing and billing. overcharging finance charges & fees. Telephone harrassment despite unresolved dispute. Austin, Texas

*Author of original report: fail to honor warranty

*Author of original report: some relief

*Consumer Comment: Perhaps

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In September and October of 2010, DELL billed for services and products they never provided. It took until July 2011 to even obtain the invoices they claim I owe for. These invoices include products I never ordered or received, an in-home service call that never occurred, and a  duplicate billing for a service plan. I have been asking for either the products or a correction of my account since late Nov 2010, when two programs I thought I'd ordered were deleted from my system. The 30 day trials had expired. DELL service techs just hung up when I reported this. At least two told me call back when I received the software and product keys. Just this June of 2011, I got one program that DELL has been billing me for, from Microsoft.

I have written several times to DELL DFS reporting the dispute. Each time I recieved return mail promising an investigation. There have been phone calls when the caller would not speak or hung up. I have returned voice mails to DFS. As soon as I stated the case or file # I was calling about, they hung up. Since I stopped paying on the incorrect balance, DFS calls me 2-3 times every day, seeking payment. However they NEVER call at the 7:00 A.M. to 8:00 A.M. time I request.

Just today I saw headlines about DFS being fined millions for fraudulent invoicing and balance reporting during 2010. I wonder if the order imposing the fine also directed refunds for incorrect invoices and balances, and finance/late fees erroneously applied to the balance?

Throughout this entire dispute history, I have not experienced any attitude from DFS personnel that reflected honesty or fairness.

I cannot prove that the invoicing and balance errors, or failure to provide products resulted from anything beyond pure incompetence. But I suggest that any honest business would have apologized and corrected these errors as soon as they learned of them. I further suggest that to continue seven months or longer without correcting billing errors, is not a trait of a company concerned with it's public image.  Until I recently learned of the fine and of many other DELL customers with similar complaints, i had thought I could resolve this alone. I now think I must join with other unsatified customers to seek justice.
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#1 Author of original report

fail to honor warranty

AUTHOR: anoymouse - (United States of America)

I am uncertain whether DFS or another segment of DELL is responsible for honoring warranties. As I reported earlier, DFS called me several times per day for months, to collect on a warranty plan they'd invoiced me for in Oct 2010, and other invoices I had never seen. In July 2011, I settled with DFS by paying a portion of the disputed balance, including $385 of extended warranty. Since then, my hard drive crashed and was replaced by a local technician. I have several times by phone and by e-mail to various DELL customer service people requested the promised warranty "Repair, replacement, credit or refund," for my unusable drive. I gues I should not be surprised that I have had no response. If a credit or refund is how they prefer to service this warranty issue, then I believe DFS would be the entity charged with taking the action.  At this point, I understandably do not expect fair or reasonable treatment from DELL, DFS or anyone associated with DELL. If reasonable warranty service is ever provided to me, I will report it.  
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#2 Author of original report

some relief

AUTHOR: anoymouse - (United States of America)

Since my initial report, a DFS agent contacted me, and corrected the billing errors, and reduced my account balance. I paid off the remaining balance, and the harassing phone calls have stopped. My hard drive crashed. I bought a replacement locally, and will ask DELL to replace the damaged one under the extended warranty. I will report how that goes.
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#3 Consumer Comment


AUTHOR: Robert - (U.S.A.)

I would think that a major company being fined millions of dollars would make at least a little news.  But perhaps I missed it in today's news.  So please provide a link to this "news" as it would be very interesting.
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