This is the letter I emailed to Dell tonight. It "bounced" btw
One more time with feeling:
We are getting NO response from the supposed supervisors of the person that miskeyed the order we placed on 2/22/06.
The person we placed the order with doesnot return our calls and his message box is full.
For the (probably) tenth time I am going to explain what the problems are, and what we expect to be done to remedy this situation in an excruciatingly timely manner.
On February 22 I placed a call to Dell's sales center to inquire about purchasing 1 laptop (notebook) and one desktop.
The advertisement, which I still have, on page 2 lists both a laptop for $249.00 after the evalue code # 07242-D50202H.
It also lists an upgrade for this desktop for $180.00. This IS the important part!!! This is exactly what the upgrade includes (from the ad) 512 MB shared* ddr srdram, CD burner/DVD combo drive, 15" flat panel display E156FP, 1 year Limited warranty*, At home service*, Hardware Warranty Support. Evalue code: 07242-D50204H.
All the charming people I "get" to chat with just keep reading the order and saying "the order does not show a CD burner, and they CAN'T, WON'T are unable TO understand that the order was keyed wrong no matter how many times I tell them.
They tell me I did not order the upgrade. But their precious order show all of the features of the upgrade except CD burner/DVD combo drive. However since they can not "see" the price breakdown all they "know" is the computer is listed on the holy grail of the order sheet as being $428.00 and NO amount of telling them that this price includes the upgrade penetrates their brains. The desktop listed as $249.00 the upgrade listed as $180.00, add them together and what do you get???
That's right boys and girls... $429.00. (I don't know where the other dollar went)
Yes indeed:
I received the upgrade to 512 MBR, and 15" flat screen monitor. As for the warranty I am fairly sure it is about as useless as the five hour session I had with "customer support/sales/technical support.
I will be forwarding this letter onto:
The Illinois better business bureau
The Texas better business bureau
The FCC
The Fair Trade Commission
Several congressmen and senators
Every single person I have ever encountered in my 15 years online
The governor of Texas
And:
All of the suits in Austin, Texas
Every computer store/parts/distributor/technician in Northern Illinois and Southern Wisconsin.
We "heartlanders" hold honesty and integrity dear. Dell apparently has none, and I intend to expose this in every possible venue.
One more thing to Dell:
I have spent way too much of my time trying to remedy Dell's mistake, and so has my husband.
You can either send us a check for 7 hours for myself ($124.46) and 11 hours for my husband (195.98) that would total $320.58, or you can deduct it from the invoice which is 108.40 higher than your sales representative quoted me. I had to go over the total with him 4 times, it is not surprising he miskeyed it, he kept insisting on the upgrade for the laptop as well, and I kept telling him no.
On a related subject he also sold me a totally incompatible wireless router, knowing that I have internet phone service, he sold me a router I can not use.
I will close now before you owe me another hour's wages.
I would appreciate some effort on someone's part to rectify this situation, but I am definitely not holding my breath. I don't look all that good blue.
0 comments