A year and a half ago I called Dell Telephone Sales Department seeking to purchase a laptop computer for my husband. Assuming that Dell was still adhering to the same standards they had in 2001 when I purchased a computer for myself, I had no reason to mistrust the company. However, on reflection, I now realize that assumption was my first mistake.
When I reached the sales rep I told him approximately what I wanted and gave him an estimated price limit based on various ads I had seen. Once we decided on the model, features and software to be loaded, the sales rep informed me of some of the current promotionals being offered. One in particular was related to a Dell Preferred Account, better known as a DPA. Since I don't like to buy on time and prefer to make my phone purchases using my personal credit card, I said that I didn't think I was interested in the DPA. This was when the sales rep offered me a discounted price for the computer if I would open the DPA. This got my interest.
Next, I asked if he would benefit in some way by my opening the account. He said that he would. I then asked him if I could open the account for our mutual benefit, but not actually use it to purchase the computer. He said that I could. So, being a person who likes to help others, I said I guess it couldn't do any harm to open the account as long as I didn't use it. The sales rep agreed. I said that I would like to pay cash for the computer and the rep agreed to send me an invoice and said that I could pay by check.
I received the invoice about 2-3 weeks later (none with the computer, only a packing slip) and I wrote a check for the full amount and mailed it to the address listed on the invoice (a PO Box in Dallas, Texas). I have copies of the invoice and cancelled check. Thinking all was said and done, I didn't give the matter any further thought. That was mistake number two.
A month or so after paying for the computer, I began receiving statements from my DPA. I didn't pay much attention to them initially because I knew I had not charged anything to the account. Mistake number three.
I had purchased the computer in August and by November I started receiving phone calls from Dell Financial Services, better known as DFS, about an unpaid balance on my DPA. While on the phone with the DFS rep, I opened my most recent DPA statement. I was astonished to discover that there was a charge for nearly $1500 dollars for a computer as well as some additional finance charges and late fees. This was when I realized I had been double billed for the computer I bought for my husband.
I explained this to the DFS rep who said I needed to talk to Customer Service to get the matter resolved. Then, after a couple hours on the phone talking to various reps from Customer Service, I was finally told that DFS was the only one that could resolve this problem. This was the beginning of countless hours of futile circular conversations.
Now, after being sent to three different collections agencies and spending hours on the phone with them repeating the same story over and over until I am physically ill from the futility of it all I have gotten no further.
I have now stopped talking and started writing certified letters to everyone at Dell, all of the collection agencies and anyone else I can think that may be able to help, including the Better Business Bureau in Dallas Texas.
I finally realized that all Dell reps are powerless automotons who are deliberately and frustratingly obtuse. You will never get anywhere with a Dell rep from any department no matter how many hours you are on the phone, or how many letters you may write.
The purpose of Dell reps is to wear you down, defeat you and get you to pay money you do not owe for devices you may or may not have because you can't take it any more and may not have the means to get help from an outside source to assist you.
The Dell Web Forum is an absolute joke. It is the same circular discussion. It is good for validation when you see how many other people are victims of Dell's dishonest business practices, but don't expect to get any help. The moderators are the same powerless automotons that you speak to on the phone.
The bottom line is that Dell has deteriorated into a dishonest, disrespectful, completely uncaring, money grubbing, downright immoral and inhumane company. It is sad. They make billions. They didn't have to go this route. It makes no sense.
Dell will destroy your credit for mistakes that they have made and they will never admit that they have made a mistake. Dell gives lots of lip service on the phone and on the forum, but that is all it is. It is a facade. It is like getting lost in a black hole.
Somehow though, I think Dell is dumb like a fox. Dell has purposely isulated themselves by building layer upon layer of middle-men and entire collection agencies for their fraudulent accounts and endless errors that they refuse to acknowledge and you can never quite reach the right person to help you. Dell's customer service is non-existent.
The only hope is sites like this one and programs like 7 on your side, or a class action suit.
Good luck my friends and thank you to those of you who have told your story. You inspired me to tell mine. We can help each other. Spread the word. Boycott Dell.
Olivia
Dayton, Ohio
U.S.A.
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