Recently I had ordered a computer for my grandmother's birthday. After receiving the computer and paying for it, I realized that they hadn't applied an educator's discount. I called up Dell and spoke to someone who put me on hold for several minutes, only to tell me that it was too late, the purchase was already paid for and that nothing could be done.
I asked to speak to the manager, she told me that he was unavailable. The woman's manager had called me back about an hour later and offered me the option of either a new 3 in 1 printer or a coupon towards my next purchase. I chose the coupon, which I happen to use that evening to order myself a flash drive that I needed for work.
The flash drive cost $89.99, the day I ordered it they were running a promotion of 20% off flash drive media, so it came out to $71.99. There was a no shipping promotion that day also. I then applied my coupon code, it said that I had $75 to use. I applied the coupon towards the $71.99 that I owed for the flash drive. I have a copy of the bill stating that I owed $0.
This all happened back on 5/25/05. Today 6/13/05, I get my credit card bill statement saying that Dell charged my credit card $89.99. So I call up the company and speak to this gentleman, Arun Randenh (His personal id # 89414) I was on the phone explaining my situation for 1/2 hour, the guy tells me that I had an invalid coupon code and that there was nothing that he could do.
I asked to speak to a manager, he told me that nothing else could be done, and he would need a valid reason to get his manager. I explained that I would not hang up the phone until I spoke to a supervisor or person in charge. He put me on hold for almost 10 minutes, to come back and tell me that his supervisor was extremely busy assisting other callers. I told him I would wait.
He put me on hold again to come back and tell me all of a sudden he could give me a $45 credit to my credit card, and another coupon, this one worth $50 towards my next purchase. I told him that I was unsatisified and Still wanted to speak to a manager. He put me on hold again. Then came back on said the manager was still busy and that there was nothing else that could be done.
So I asked for the phone # for the corporate office he give me a # which happens to be a fax #. Who knows where this fax # even goes to, for all I know it's this persons personal fax. So I asked him where I can get the phone # for the corporate office because I wanted to speak to someone so that I could make a complaint.
He told me that it doesn't exist, they only have a fax #. So I then told the guy that I would rather return the item then to pay there company the $90. He then told me that I would have to pay for shipping. So I asked to speak to the manager again. Again I was on hold for 10minutes.
He comes back on says, now it's no problem he'll send UPS to come pick it up sometime on either Tuesday or Wednesday between 9-5. I explained that I had a job and worked all day. So again I ask for the manager, I explain to the gentlemen that we were going to become best friends because I wasn't getting off the phone, I would stay on there all night, until I spoke to someone in charge.
The guy then leave me on hold again for 20 minutes. Then the "Manager" comes on, funny he sounded exactly like the first guy that I spoke to, same Indian accent and everything. The "Managers" name was Christopher Isaac (Dell Id # 62008). He tell me the same song and dance, he can only give me a credit, but I would still have to pay the $45 and get another coupon. He too would not give me the phone number for the corporate office.
I explain that this wasn't the first time that their company has messed up and his offer was not good enough. He then says that there is nothing else he can do. So I told him that he would have to hang up on me, because I was unsatisfied and I would stay on the phone all night. Both of the two gentlemen I spoke to were so rude and discourteous I was amazed.
So finally after 5 minutes of just sitting on the phone in silence, the guy comes back on and says what else can I help you with, so I told him the give me back the $90 that he stole from me, he says no, and asks me to hang up, I told him that I would sleep with the phone on, that I would rather have a $90 phone bill for making the phone call to him then to hang up, because now he's really upset me.
Again I tell him you'll have to hang up on me because I'll never hang up, so he finally did, he hung up on me. After almost an hour and a half on the phone. I AM BEYOND UPSET!!!
Jennifer
Lynbrook, New York
U.S.A.
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