Dell Computer DELL CUSTOMER SERVICE TECH SUPPORT HORRIFYING ripoff Round Rock Texas

I regret that a company has driven me to such dissatisfaction and grief that I must take my time to write the most serious complaint of mistreatment that I have ever lived to experience in all my 51 years.

What should and would have been a simple solution to a product that has been recently purchased and is under warranty, from any other company, has turned into a complete and total nightmare with Dell's customer service and tech support, of whom I have spoken to at great length and several hours in the past 5 days.

It amazed me that when you need assistance, you are put on hold 45 minutes; to just begin to speak to someone that you THINK might be of help to you, which turns into several hours of being transferred from tech support to customer service in India, to no avail. And, when you dial the phone number to order a new computer, You only hold 2 minutes and then connected to a man that was in and from the USA.

It all started, I believe, last Thursday, January 5, 2006. I called to let them know that a computer, that my mother ordered on October 18, 2005, was not working and had never worked. I went on to tell them that upon her son-in-law hooking the computer up, the computer never would power on'. He put the computer back into the box, and a few days later my mother died (on December 5, 2005). When I brought the computer to my house, my son-in-law tried to turn it on, and it blew out the circuit breaker, so at that time I knew that there was something very wrong, so I called Dell.

Simple, right? Just have me ship back the one that is not and has never worked and send the customer out a new one.WRONG! The man on the other end of the phone, told me to go plug in the keyboard and speakers (even though I had already told him I would not plug the computer back into the socket because of fire danger). I asked him why, and he continued to tell me so we could trouble shoot, and he just continued to repeat himself over and over.

I then asked to speak to his supervisor, and he told me to go lay the computer on its side and take it apart. I tried, but could not get the side to slide off and told the man that, and that this is brand new and they need to fix it.NOT ME!

By the end of the conversation, (which was so upsetting and frustrating to me that I cried and it lasted over 3 hours) I was told that they would send me out a new part and a tech to install it. But, believe it or not, he first told me that he could only send the part to the original address that the computer was sent to. I reminded him that it was my mother's address and she is dead! He STILL SAID he would have to send it to that address. I finally told him he could, but the house is empty. He finally understood.

A few minutes later, I received another call back, and he said to give them a call when the part came in for courtesy reasons. I asked if it was necessary to call so that they could send out a repairman and he said No. Anyway, the next day the part arrived and I decided to call and let them know that the part arrived. It all started OVER AGAN. No one seemed to know what was going on; even though I gave them the file # they had given me.

I was transferred at least 10 times and was told that:
1. They didn't send a part (WHICH I HAD IN MY POSSESSION)
2. That they never send someone out to fix a computer.
3. That I needed to talk to tech support instead of customer service
4. That I needed to talk to customer service instead of tech support
5. That they were transferring me to Texas
6. Upon transferring me, a lady answered from the Philippines and said it was impossible to transfer me to Texas
7. Finallya man got on the phone and apologized for it all and said, This is so simple; madam and I have NO idea why they put you through all of this. We will dispatch someone out in the next 2 days. They he told me, to expedite the dispatch, he would transfer me to that department.
8. The next person told me that they didn't to that (after holding 15 more minutes) and I needed tech support (I have NO idea whom that transfer me toI am just at their mercy).
9. After 4 more people, I finally told the person on the other end of the phone'SirListenI just want to knoware you sending someone to my house to fix my computerand he said YES.

Now, today, January 10, 2006, I called to check on the status of the repairman, because no one had called me, as of yet, to set up an appointment. WHAT A MISTAKE! The man I got began the whole thing ALL OVER AGAIN! I asked, Do you now keep records of phone conversations and orders logged on your website? He said yes, but I still do not understand why no one EVER KNOWS ANYTHING!

He went on to tell me that whomever I spoke with had made a mistake, as they do not send a repairman to your house. He said, How do we know if the part that was ordered will fix the problem? I told him that I DO NOT KNOW IF IT WILL FIX THE PROBLEM, AS I DIDN'T TELL THEM WHAT PART TO ORDERTHEY ORDERED THE PART. That is THEIR JOB!

I then asked to be transferred to his supervisor, whom told me that someone had told me wrong.but NO ONE EVER TELLS ME WHAT THEY ARE GOING TO DO! James (his name) told me that he would send me out a new computer, but would have to speak to some people and call me back in 30 minutes. He said he would not have it repairs because it sounds that other things are probably wrong with the computer, and the part would not fix it.

PLEASEI NEED HELP!
These people have left me in tears every time I speak to them! I will NEVER buy another DELL PRODUCT and I am telling EVERYONE I KNOW about this bizarre treatment from their so-called TECH SUPPORT & CUSTOMER SERVICE.

If they reviewed all of my phone conversations, wouldn't they understand that nothing has been resolved; and why would I have terminated the call if I did not have a resolution?

5:00 January 10, 2006 :I called and spoke with operator in USA. She told me all she could do was transfer me to Tech. It ended right back to India, a woman that said she could not transfer me to the man I spoke with the other day, and she would have to start ALL OVER AGAIN! I asked her if she could read what he had written, so far, about my case, and she told me no. She also said she can not approve system exchange, as she called it and that she would need to put me on hold for 5 minutes to review my case.

After 5 minutes, she came back on and said she would need another 5 minutes; to go over THE EXACT THINGS EVERYONE ELSE HAS BEEN OVER! She said thank you for waiting; I am sure I can help you.

Appx. 5 minutes later, she comes back on the phone and tells me that she is sorry, but from her end' she can do nothing for me. She said what she would do would be email the man that spoke to me earlier and tell him to continue working on it. Earlier she had told me that she could not do this, when I asked her to just contact him so that I wouldn't have to start over.

So Again, another day, several hours, and NOTHING HAS BEEN ACCOMPLISHED, NOTHING. HOURS AND HOURS, TEARS AND FRUSTRATION and NO COMPUTER, NO ASSISTANCE.

PLEASE. I NEED HELP from someone that understands and cares. Isn't there anyone from the USA that works for DELL other than the sells?


Mayflower, Arkansas
U.S.A.

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