Tuesday, December 22, 2009

Dell Computers Loses Customer

I used to be a fan of Dell Computers, but no more. I purchased my last one, a Dell Vostro, less than a month ago, receiving it on December 4th. I started having power issues with it on December 10th where it might or might not power on regardless of whether or not it was on AC or battery. On December 14th I called Dell's service department to arrange it for it to be returned to the repair "depot" and the service rep assured me that I would receive a return box from them in 2-3 days.

On Saturday, Dec 19th, I emailed Dell because I still had not received the link. By Monday the 21st I still had not received the return box and opened my email to retrieve my reference numbers so I could contact Dell. Dell had replied to my email of Saturday and responded with a link to the tracking confirmation showing that a box had been delivered. I reviewed the confirmation and saw that they box had been delivered to Connecticut. I live in Florida. I replied to Dell's email stating the delivery error and that I would be calling in a few minutes to request a refund for my Dell Paperweight.

I called Dell and started with the repair department where I had to point out to the girl that they did send a box, but to the wrong location and that my patience was gone. I am a writer and require my computer for work and can not wait to see where they decide to send the next box. I requested a full refund for my purchase and was switched over to customer service. After explaining everything to customer service the gentleman wanted to switch me back to the repair department to "see if we could work something out." I was adamant. "NO. They can't even deliver a box to the correct address with the correct information when they have my address on the invoice. I am done. I need a working computer and I demand a refund."

The representative has scheduled a UPS pickup for today, Dec 22. This is now in direct conflict with the email Dell has now sent me saying the UPS will contact me in a few days with an email link to a shipping label. UPS cannot pick up a box without a shipping label although it is scheduled for pick-up today. This saga can only continue to worsen and I anticipate several more lengthy phone calls while I attempt to sort everything out during my brief 21-day return period.

I will not be buying another computer from Dell after this fiasco.

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