DELL Round Rock Texas
There are two issues and I'll be succinct and brief with both regarding DELL COMPUTERS, DELL, DELL CORPORATION.
1) Two years back I ordered a Dell laptop that to this day I can't use. When you download a security suite the main page and screen goes blank. Twelve different computer repair shops didn't and don't know what to make of this. DELL TECHNICAL SUPPORT wasn't/isn't helpful because you mostly reach people with thick Pakistani accents that claim their names are Dave. (if male) Susan. (if female) DELL stopped communicating with me regarding this ongoing issue when I asked to return the laptop. DELL draws the line at accepting returns and usually blames the consumer when things go wrong or are wrong from the very beginning. When in doubt put it on the consumer and indicate that the consumer must have poured heavy flammable liquids, usually 40-40 oil - on and through-out the keyboards and while sleeping.
2) I ordered five varying electronic items through DELL'S 800 number. I became concerned with the salesperson because he knew mostly nothing about which he spoke (camcorders with hard drives) - and was turning pages and reading descriptions/making his pitch up as he went along. I thereby cancelled said order prior to ending the conversation. At which point in time the salesperson shipped the order, anyway, and we were off to the races.
The order arrived seventeen seconds later, even though I'd phoned the salesperson seventeen times because I expected him to ship the order regardless of my wishes and instructions to the contrary.
I'd also emailed said salesperson 112 times DO NOT SHIP DO NOT SHIP - DO NOT SHIP - PLEASE FOR GOD'S SAKES I'M BEGGING THEE DO NOT SHIP.
(DELL insists that consumers are safe from said behavior by an arbitrary call that comes from a different department - verifying said order - when that call came - I again instructed callee THE ORDER HAD BEEN CANCELLED)
Five boxes were now sitting in our complex's management office because our manager, thinking she was doing me a favor, signed for said boxes when they were UPS shipped.
I didn't panic - merely called DELL (the salesperson never returned one of nine frantic confirm-cancellation-calls/nor did he respond to any one of seventeen frantic please-confirm-cancellation-emails). Ignored me knowing full well the drill is that DELL likes orders/would support and back him.
DELL would not take packages back - telling me that they didn't believe me - that all of their salespeople are model-community-and-civic-people, in fact that most if-not-all attend church on a regular and consistent basis.
DELL then semi-relented but I'm not sure if anyone would consider this relenting. They offered to take the mis-shipment back but only if I agreed to have my account debited 50% of the order. In other words there is a consumer penalty assessed for the misbehavior of DELL salespeople.
DELL then interrogated me, advised me to get a criminal attorney, and further threatened me with both Kojak and Columbo. They've gone to great lengths to place a positive DELL spin on this procedure - to defend any and all DELL (800) salespeople. At all times have they challenged the facts as I've presented them - at all times DELL has ruled in DELLS' favor. Via DELL FINANCIAL SERVICES as well as DELL CUSTOMER CARE. At all times DELL EMPLOYEES defend and explain away one another's actions and behavior - their trump card being the collection agencies.
So the laptop sits underneath some trash in my living room - I can still use it providing I don't wish to go online - kind of like an expensive typewriter.
And because I've fought to have this issue resolved with various branches of DELL - when I now call DELL a recording comes on indicating I've reached a non-working DELL department and to please check with the DELL operator.
I'm abhorred by DELL, horrified that two simple transactions met with such hostility and negativity - and that they choose to fight with customers with a long track record of responsible consumer buying behavior.
I often use COSTCO as a model - because COSTCO does not challenge or beg-to-differ or insult/tangle with customers and/or consumers -
COSTCO takes a customers' word for what's transpired - never challenges its' customers - so that COSTCO is always a pleasant and winning event for those of us that shop and buy there.
I'm at a loss to describe what little respect I have for DELL FINANCIAL SERVICES, DELL CUSTOMER CARE, DELL-in-general.
That a year or two (in the case of my laptop) has been met with, at best, INDIFFERENCE on behalf of the good people over at DELL.
I said to DELL, look, if you don't believe a word of what I'm saying, okay, I can live with that - what about this - what about I take a polygraph and ship you the results - will that help?
Na, they wouldn't believe the polygraph, either - as they'd know nothing about the reputation of the firm or person giving the actual exam.
Oh, okay, well, thanks anyway DELL!
Los Angeles, CaliforniaU.S.A.
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