Dell
Customer Service

First I want to say that I have used Dell for years. I have purchased several computers and laptops via Dell as well as recommended it to others that have purchased from them.

My mother purchased a CD/DVD drive for my Dell mini as a Christmas gift. She purchased it early so it would get to her before Christmas day. The drive had an eSATA connector and has been shown as an accessory for their Dell Mini (which I had). Well the Dell mini I have, and one she bought for Christmas for my dad neither one had an eSATA port! So I called Dell to see if I could exchange it for one with a USB port. It was brand new, in the box, not ever used. They said they only exchange items within 21 days of purchase date. Since it was purchased in time to be received for Christmas during the holidays, it was past the 21 day limit and nothing could be done. Most companies understand and exchange Christmas items as good customer service. As a very long time customer I was astonished to hear not only the lack of concern in the voice of the tech person (that called after 5 or 6 emails that they kept resending asking me for the SAME info I sent 4-5 times before), but that they would not even exchange it for something that did work understanding it was still a brand new never been used item!

Needless to say that they won't be getting my business, or my mother's, and hopefully none of those that ask me to recommend things as I am an computer tech and am often asked! Dell won't ever care about those of us they wrong until we stop buying from them! It's the only power we have!

Company: Dell
Country: USA

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