2/13/09
Here is the saga of my wonderful experience with Dell “customer service” from hell: On December 1st, I ordered a Dell desk top system. Purchase ID. 2000321716449. December 3rd I received an email from Dell, saying the order was being delayed, with a ship date of December 16th. That meant that it would be delivered while I was in Pennsylvania visiting our daughters and grandchildren, over Christmas. So I figure, I’ll just ask them to delay, so that I can be here when it arrives. Big mistake!
I called customer service and after waiting for 5-10 minutes, listening the most irritating, highly contrapuntal and non-soothing music I think I have ever heard, I got to talk to a real person. After verifying my order number, address, phone number, etc., I asked to delay the order. He could not do that and said he would have to transfer me to another person. After waiting another 5-10 minutes, listening to the same music described above, I got another person. Now I had to go through the same verifying I did before. I then tell him I would like to delay the order a week. He said no problem, he would put me on hold and be back with a new ship date. So, back to the music, again. After 5-10 minutes of that the line goes dead and I get a busy signal. Now you can go back to the previous paragraph and start all over, with the same result.By now I’m furious and decide to cancel the order. I call again and request that the order be cancelled, because I’m up to here with their “customer service.” In the mean time I receive the printer, never opened, which was shipped on the original ship date. I was told, you will receive labeling instructions and should print Return No. 111431310 on the box. This was to take approximately a week.
I have received nothing! Then, I get is my statement from Dell Financial, requesting payment for the printer. After numerous calls by me, again some dropped, to resolve this problem, covering a 2 month period, I have still not receive labeling. I have, however, received additional billing statements. Account No. 6879 4501 1905 0998 263 The last call I made 2/9/09, directly to Dell headquarters in Texas and was shuffled off to “customer service” again. I was asked what the problem was and after the explanation he looked up my account and said that my Return No. Has been cancelled, because I have not shipped the printer back in a timely manner. AARRGG! I ask him to give me a new Return No. And was told he couldn’t do that. I asked how did he think we could resolve this? He suggested, Gods truth, that I try to sell the printer on Ebay. I requested to talk to a supervisor and not to be put on hold, so I wouldn’t get lost again. I was told, I couldn’t talk to a supervisor, because he was helping another customer. He said his supervisor would talk to “higher ups” to see if I could get another Return No. He promised I would hear from him in 2 days. I’ve heard nothing, but did receive another billing statement yesterday.
I have purchased my last 3 computers from Dell and like their product, but their “customer service” stinks. Any help you can give me will be appreciated. All I’m looking for is return instructions and resolution of this problem.
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