When buying my new Dv4000 I bought and canceled a different computer from them and bought and canceled a 3 year warranty package... all were stopped in shipment and the refunds processed accurately and quickly, as a first time HP buyer I was impressed.
If your thinking of buying a Dell computer you should read this first and think twice. What I've highlighted below is true fact and part of my letter to Mr. Dell. Although I seriously don't think anything will come out of my letter, I strongly feel others should hear my case.
To buy a computer you must have two things - a good product and a good support/service network. You can have the best deal in town on a very good product, but if there is poor support or service to backup the product, would you still buy that product? This is the case with Dell. Read my case and decide for yourself and then reconsider. Do you really want to buy that Dell computer?
When it was time to upgrade my home computer, my first thought was to consider Dell for my systems and software solutions. As a first time Dell customer I placed my order online on September 7.
? On September 7 2005 I placed an order for a DIMENSION XPS GEN 5 computer and flat panel monitor via Dell?s website.
? On September 8 I received an email from Dell confirming my order along with the 3-5 day delivery date.
? On September 15, I received an email indicating that my order was shipped on the 14th and that it would take 3-5 days for delivery. Since I was leaving for vacation on the 21st, I assumed that I would receive my order in time prior to my departure.
? On the morning of the 20th, I called the customer support number to obtain a tracking number and to find out the status of my shipment. The person I spoke with provided a tracking number and they indicated that my shipment should be delivered by noon time that day. They also confirmed my email address and indicated that they would send a survey to track the quality of the call; I never received such email.
By mid-afternoon I had not received my shipment and I was unable to obtain any status form Fedex with the tracking number provided to me. I called the customer support number again and the person I spoke with was also unable to locate my shipment with the tracking number. They indicated that the shipment most likely had not left the shipping department, although a tracking number was issued. The person indicated that they would look into the matter and that they would call me back. I never received a call from that person.
That evening I called the customer support number again and tried to explain my situation. Since I was leaving for vacation the next day and no one would be home to receive the shipment, I was trying to prevent a delivery while I was away. Again, as I understood from my last conversation with the customer support department, my shipment had not left Dell shipping.
Regardless of all my efforts to explain my situation, the person I was speaking to could not understand or comprehend my concern and request regarding the unavailability of someone to receive the shipment at my address. They kept apologizing for the delay and insisted that shipment would be received in 3 to 5 days! Finally after half an hour of trying to explain why they should not send the shipment, I thought I had convinced the person to ship the order one week later than originally promised. Again at the end of our conversation, the person indicated that they would send a survey regarding the transaction and again I received no email from Dell customer service.
? On September 21, while at the airport, I called the customer support number one last time to confirm the arrangement I had made the night before. After explaining my situation, I was shocked when the person I spoke with assured me that the shipment would be received in 3 to 5 days. Frustrated I asked to speak with a manager; however the person kept insisting that they would try to resolve the issue.
Respectfully I told the person I did want to speak with them and told them that I had very little time and that I needed to speak with a manager as soon as possible. Not sensing the gravity of the situation they told me that they would put me on hold until the manager was available. Fifteen minutes later, while still on hole I hung-up in anger and disgust.
? Sure enough upon my return home there were three delivery attempts by Fedex from Dell. I called customer support on October 4th and finally spoke with a case manager. After explain my situation ? yet again ? the manager was able to track the shipment as having been returned to Dell. After all the aggravation and frustration I had gone through, without hesitation the case manager refunded my purchase price and indicated that the full amount would be credited to my Visa account.
? On October 12th I called customer support ? reluctantly - to enquire about the processing time for my refund. This time the person I spoke with discovered that only a portion of the purchase price had been refunded, which I received the next day.
He indicated that he would have to request another credit for the balance of the amount which would be made in two payments. As of today, I am still awaiting for the final balance to be credited to my account.
To this date (November 1) I still have not received my final refund, despite four other calls to Dell's accounting department. During my last call with them, the agent promised he would call back the next day with an answer. Guess what? I never got a call back, what a surprise!
Dell truly sucks!!!!