More reasons NOT to buy a Dell

So, I got a call from yet "another higher level supervisor" cause you know, there is no such thing as a corporate office, they certainly don't need to talk to the customers, just make sure the customers keep paying and buying cause that's all that really matters.  Anyway, I was promised that my case would be expidited and that my refund would come sooner than 15 - 30 days and all I have to do is send my computer back and they will start the process.  Now tell me, would you trust that?  Did I get to have my laptop sent to me first and THEN I sent them the money for it?  NO!

I asked for something in writing because right now I trust that whole company about as far as I can throw them and originally I was told that could not be done and so I said I would carry on informing the press and the public about "Dell's Policies" and he put me on hold so that he could talk to HIS supervisor (cause I'm just a pee on and I'm not allowed to talk to his royal highness).

Suddenly he is allowed to give me something in writing and it went like this:

Dear Dannie, This is in response to your email, I am not able to find a way to send you the invoice of this order. I would request you to use the invoice copy sent with the computer. I will be calling you back tomorrow to discuss about the same. Thank you for your patience and assure you the best of our service. Regards, Hemant Kumar Dell | Executive SWAT Team Phone +1 800 624 9897, Extn: 72-50021 My work schedule is 9:00 am - 6:00 pm CST Monday to Friday. Please consider the environment before printing this email. Confidentiality Notice | This e-mail message, including any attachments, is for the sole use of the intended recipient(s) and may contain confidential or proprietary information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, immediately contact the sender by reply e-mail and destroy all copies of the original message. ******************************************************************************* From: Dannie Cade [mailto:danniez28@shaw.ca] Sent: Thursday, July 19, 2012 4:41 AM To: Puranma, Hemant Kumar Subject: Re: Correspondence regarding service tag FVX6RS1 Hi Hemant, Could you please fax me copies of my total invoicing to 778-470-4190?   Thanks, I will forward both this letter and the invoicing to my BBB representative and have an answer as soon as I hear what she thinks. Sincerely, Dannie Cade ----- Original Message ----- From: Hemant_Kumar_Puranma@Dell.com Date: Wednesday, July 18, 2012 3:45 pm Subject: Correspondence regarding service tag FVX6RS1 To: danniez28@shaw.ca > Dear Dannie, > > This is regarding the Dell computer refund that we discussed > today, based on our conversation today am sending the details > about how much you paid for the computer, the refund amount and > the approximate number of day that the refund will take, > > Dell order # for the computer 399380914 > Total amount : $ 1,558.14 ( including the extended warranty) > The complete amount mentioned above will be refunded and the > refund process will take 10 to 30 business days after we receive > the computer. That is just the maximum number of days I have > mentioned and considering this case I will be trying to get it > expediting it. > > Please reply with your acceptance on this refund so that we can > get it processed, I am looking forward to a response from you at > the earliest. > > Regards, > Hemant Kumar > Dell | Executive SWAT Team VERY believable isn't it?  In other words, not a damn thing is going to change.  To top it off, my invoice is at my accountant's office right now and for me to get a copy of it would cost me as they do charge heavily for their time.  I asked them to send me a copy and here's the response: Dear Dannie, This is in response to your email, I am not able to find a way to send you the invoice of this order. I would request you to use the invoice copy sent with the computer. I will be calling you back tomorrow to discuss about the same. Thank you for your patience and assure you the best of our service. Regards, Hemant Kumar Really, they're going to credit that money against my original invoice but they can't send me a copy?!?  I want you all to see this so that you get a good example of yet another failure from Dell.  Apparently there are no book keepers there that keep track of these things.  Would YOU trust this company to send you your money after you sent them the laptop back?  You can count on the fact that my file would disappear so fast and I'd be  hung out to dry even longer and faster.   Again, please do NOT buy a Dell!  More to come in this saga, oh and thanks for the added stress Dell, much appreciated.

DELL RIP OFF CANCER PATIENT

I have a story that I would love to see you share in the interest of saving other people the sheer frustration of buying an over priced piece of junk.  The amount of stress and frustration that Dell has caused me is affecting my health as I have cancer and a heart condition and I'm getting worse now thanks to Dell.  Here's my experience:

Last March my Acer laptop of 4 years finally packed it in and it ran almost 24/7 during that time without a hick up.  I chose to buy a Dell XPS L702X, the one they lists as retail $1806.99 on their website, as I had heard all these wonderful things through word of mouth about Dell products being top quality.  In May I found I have breast cancer and because I believe in alternative healing verses chemo I opted to have treatments done in Tijuana Mexico.  During the month of June my computer dies and Dell had a technician from Kamloops Computer Centre come out to my house with a new hard drive.  This is where it starts to get interesting.

I was promised a fully loaded hard drive but that was not the case and the technician said they never do that when I asked him about it, so why was I promised that? While the technician is installing the hard drive we talked about my needing a good reliable computer and I expressed my concern that in  just 3 months the hard drive dies on this Dell?  Fluke?  Maybe.  Once the hard drive was installed, he inserted the first disk to load up windows and then told me how to finish job, left my house and closed off the call.  The second disk that I was to install on my own was faulty and there I was stuck battling it out for the rest of the day with no assistance from them "because their call was closed off" even though it wasn't completed!  I have 3 days before I take off to Tijuana, I really needed that extra stress and loss of time.  That's like a mechanic installing a new distributor for you and then tossing you the timing light to finish the job yourself.  Does that seem professional to you?

The following week, 3 days after my return from Tijuana and more cancer treatments, the said Dell laptop flat out dies again. When I called to report it, I got an automated call the next day (cause God forbid they'd actually TALK to their customers even though I bought the most expensive fully loaded warrantee package)  which would have been on Wednesday July 11th but that did not happen, and when I called on Thursday I was given excuses as to why he couldn't be bothered to call and even tell me he wasn't going to call so I'm not stuck waiting around all day, and that he would call later that day and that also did not happen. Just where does this expensive warrantee package come in here?!?

Come Friday the 13th I've had enough of sitting around waiting for two days with not a word or even the decency to tell me they won't be calling.  All I want now at this point is my money back so that I can go out and buy a good, reliable computer before my next cancer treatment coming up so that I can stay in touch with my family and friends and they refuse to do it for at least 15 - 30 days.  Do you know of any other company that does that?  If you buy something from Costco, Walmart or any other large corporation and want a refund, they do not make you wait 15 - 30 days, do they?  So where does Dell get off treating people like this? That does not help me as I will not be here, I'll be out of country with no way of staying in touch with my friend and family because they have my money tied up in their huge corporation that I need for a new laptop.  Nice.  How to stick it to the little people.

I explained to a wide variety of workers at Dell my situation, all of them are at the call center in India by the way, and I can  not get in touch with anyone in charge of this "policy" who could actually help me and I am appalled that Dell would leave a cancer patient hung out to dry like this.  I paid with my credit card, they can put the money back on my card but they won't.  Does this seem right to you?  Is the kind of company you want to support?

The situation is still unresolved, I am involving the media and today I will be contacting the BBB and the Ombudsman.  I am writing this blog to not only warn you but to let Dell know that if they really wanna screw me over for less than $2,000, I am quite happy to return the favor by turning away potential customers  not only to protect the consumer but to cost them as much as I can in lost revenue.  Maybe then they'll start rethinking their unmovable Dell policy.  Please help me by sharing this story, we the "little people" deserve to be treated better than this.


Thanks for taking the time to read this,
Dannie Cade