Dear Dell:
Over the course of the last six months, I have purchased 3 laptops from your firm. The first 2 machines were returned because they did not work properly and your tech people were unable to fix them. The third machine, a top-of-the-line model, was the only laptop I received from Dell which actually worked properly out of the box. Unfortunately, it did not provide nearly enough performance to justify its extravagant cost. I ordered an optional "high-performance" hard drive, but any operation requiring hard drive use was s-l-o-w. I promptly exercised the clause in my contract allowing me to return the system to Dell within 30 days if it did not meet my expectations, which it did not, although I had to pay the $25 shipping cost myself to return it to Dell.
My problem stems from this final machine. After originally placing the order online, I found a $39.95 surge suppressor I had not ordered listed on the confirmation spec sheet that was emailed to me. The next day I revised my order, adding the faster hard drive upgrade and requesting the surge protector be removed from the order. The computer was later shipped to me and the surge protector arrived with the new machine. When I returned this machine to Dell, the surge protector was packed along with the rest of the order into the box the machine originally came in and returned to Dell using a label provided by Dell. The machine itself was credited as having being properly received several days later and the lease supposedly canceled out.
Shortly thereafter, I received an urgent phone call from Dell Financial insisting I call them immediately, as ‘my account was seriously in arrears’. I spent an anxious 45 minutes on hold, burning cell phone minutes returning the call, only to find out the amount in "serious arrears" was $2.98. At first, I thought someone was joking! No one was initially able to tell me what this amount was for. It was only after a LOT of time on the phone I finally found out that Dell Financial, in its infinite wisdom, had created two leases! One lease for the $4000+ machine itself and, without informing me, another lease for $102 for the $39.95 surge protector! When the surge protector was returned, it apparently had not been credited as having been received and the lease for $102 did not get canceled out. It was only over the course of the many phone calls I also learned the surge protector had been shipped using the original order number while the computer itself was shipped with a new and different order number. At this point in time, the matter remains unresolved.
After a total of almost 20 hours on the phone:
• In all umpteen levels of voicemail hell.
• Listening to elevator music and interminable Dell PR announcements.
• Listening to exhortations to visit Dell on their web page for 24-hour customer service.
• Being hung up on and "lost" on hold.
• Being endlessly switched by rude and unknowledgeable customer service personnel to others equally rude and unknowledgeable.
• Being apprised by these ignorant folks of their “rights” to refuse to help me, to refuse to give me their names and to refuse to allow me to speak with their supervisor.
• Perhaps most frustrating of all, when dealing with one of the world’s alleged premiere computer companies, of having to repeat the basic information for my request each and every time and with each and every single person I talked to! (Dell's computers and internal databases apparently don't communicate very well with each other)
During my most recent (and apparently unfruitful) exchange, the support person I talked with seemed genuinely helpful and said she could resolve the issue for me. After waiting for over an hour on hold for confirmation of the resolution, I finally ended the call, hoping a miracle had occurred and my travails with Dell would be ended. Alas, I received yet another call (again showing the caller ID number “unavailable”) from Dell Financial Services. The databases were STILL not talking to one another! I've finally enjoyed all of this I can stand.
I continue to advise my many professional clients concerning their computer purchases. I have made it a standard practice within my consultancy never to recommend any goods or service that have not demonstrated to me a strong record of satisfactory customer service I can personally attest to. Despite the fact that some clients may feel your machines offer them a reasonable value, I shall make it my personal mission in life to disabuse them of this notion. There is no way, in good conscience, I could ever again recommend a Dell system or product to a professional client, considering the customer service hell I have been through in the past six months of my ill-conceived involvement with Dell.
I am sending a copy of this letter to the Attorneys General of both Texas and Pennsylvania as well as the Better Business Bureau of both states, several newspapers’ “Letters to the Editor” sections and also to my rather extensive email address list, along with my request to pass it along to their email lists. It would show a nice touch of class on Dell’s part if I could follow up these correspondences with a personal note informing one and all that your organization had resolved this matter in good faith to my satisfaction and cancelled this ridiculous lease/charge.
Finally, my numerous and unsuccessful attempts to rectify this erroneous $102 billing have been a total and utter waste of more than 35 hours of my valuable time, for which I normally bill a minimum of $85 an hour in a professional setting. Don’t tell me you are sorry; words won’t cut it. If you truly wish to apologize, I would consider a certified check for this amount ($2975) expressed to me immediately an effective apology. Don’t waste more of my time with anything less.
Hoping for a speedy end to this disaster,
Wizwill
PS:
Perhaps it is only an urban legend, but an online source recently reported that Michael Dell has ordered all Dell employees to fold rather than “scrunch up” their toilet tissue, thus saving 2 sheets per usage. When I first read this news, I thought it was a prime example of micro-management but, after my recent dealings with Dell, it seems perhaps Michael is on to something here. It is apparent to me after the last 6 months there are more than enough *******s at Dell for the 'tissue issue' to save you folks some serious money.