I purchased a business computer from dell 2 years ago. And thats where it all starts. It was intered in the purchase agreement as a home system. (Wrong) They said it was not possible to change the account.
I had nothing but problems from the system from day one. It took 8 months to get a tech on the line to actually have someone come to service the system. (Full system shutdown)
I had to have the full system replaced due to manufacturer defects on all major components. I spent more than 200 hours on the phone with non-english speaking outsourced companies.
They were rude and not well educated about anything to do with customer service or computers. I had to have 3 total towers replaced. I lost thousands due to these system issues and could not send the system back to just go with someone else.
At the time of purchase i was a new business start-up so i didnt have the extra capital to just go out and buy a 2,000 dollar system.
I had to personally contact michael dell and one of his executive support people contacted me two weeks later. She made promises to me like full system refund, including full refund of money paid out to dell from day one.
This is all i recieved from dell this was 4.5 months ago. After i sent the system to the neccessary locations!!!
Mr. *,
Thank you for your prompt response. Based on your response, I have to say that the only resolution option that you leave me with is a return for a full refund.
I will be happy to send out the return air bill labels necessary to return the original system, as you should have received return air bill labels with the replacement system that was shipped on 02/22/05. Please utilize the labels you received with that system to return the replacement system. You will receive the return air bill labels to return the original system within the next 2-4 business days. Simply package the system, place the labels on the boxes and call the carrier to pick the system up and return it for you.
Once the system is logged into our database as received, it will take 7-10 business days to process your credit refund to a closed status. Once closed, it will be forwarded on to DFS to be posted to your account. It will then be up to DFS to issue any refund checks for any credit balances owed to you on this return.
There will be no replacement systems sent to you at no cost, and unfortunately, as we do not compensate for lost time or work, we will be unable to credit you for anything beyond what you have paid for your computer system.
Should you choose to pursue legal action, which is your choice as a consumer, any further correspondence that come in to Dell Inc., will need to be sent directly to our Legal Department at the below address. This information will need to be in writing and sent by the courts. If the correspondence being sent in is not court related, it will need to be sent directly to me, and can be sent via email much like this correspondence, as I have taken ownership of this matter.
Dell Inc.
Attention: Legal Department
One Dell Way
Round Rock, Texas 78682
Please respond and advise as to whether or not you will be working with me directly to resolve this matter, or if you will be pursuing this matter further through the court system, and I will make the appropriate department aware of your intentions so as not to delay your final resolution further.
Thank you,
Tamara M. Adcock
Dell Executive Support
800-624-9897 Ext 60557
[email protected]
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