Recently, I purchased a Dell E310 Desktop computer and a Dell AIO924 Computer for my small, home-based, internet business. I explained to Dell that my business wouldn't be opening officially on the internet for approx. 1 month. I paid for my purchase with my debit card. The Dell representative told me then that if I needed to purchase anything for my computer in the future, I would be set up with a "Small Business" account. He also said that I would need my EIN#.
At this juncture in our conversation, I told him that I already had my EIN#. He asked for the information, and I provided it. He then said that within 5-7 business days, I would receive information concerning my Dell Business Account and that my Account# would be included. HA! That was over a month ago.
It came to a point that I needed to purchase ink cartridges in order to complete several business orders. My business in in Graphic Design/Print-On-Demand. I received an email notifying me that my order had been received and that a confirmation email would be sent within 24 hours. I never received the email. Thus, the phone tag game begins.
Over the following 4 days, I have spent a grand total of 26 hours on the phone with Dell. I have been transferred from one representative to another. I have been disconnected repeatedly after being on hold for an "eternity". Each representative would respond with "You need to speak to someone in the % department", and would then pass me off to another rep. On some occasions, I couldn't even understand the words coming out of the representative's mouth... Which only made it more difficult to explain my query.
I am now completely out of ink. My business is still in the start-up phase. My "working capital" is tied up to cover utilites, etc... When I originally purchased this Computer/printer, I was never informed that the only place to purchase compatable ink cartridges would be directly from Dell. After venturing over to Staples and Office Max, I was informed that the model printer in my possession is not compatable with any other cartridge and that I would have to order directly from Dell. Uuuuggggghhhhh!
Finally, I was able to speak to a Dell Rep who then informed me that because my business was so new, they were unable to open a small business account. I was horrified! At the original point of purchase, I had been informed that the account had already been set up and all I needed to do was wait for the information/welcome packet in the mail.
All I can say now is this. Dell has literally tried to put me out of business. I now have customers who have placed orders with me that I literally cannot fulfill. I am not a rich woman by any means. I am a wife, mother, full-time college student, and a small business owner. Somehow, amidst all the chaos and confusion in my personal/business life, I am still able to keep my priorities in perspective. Unfortunately, I cannot say the same for Dell. If I wasn't approved for the small business account, then why wasn't I notified? If Dell couldn't process my online order for ink, then why did it take me calling in two-weeks later to find it out? Is this Dell's idea of "customer service"? Apparently, so.
My business was really starting to take off. I was living the American Dream. My sole reason for starting my own business was to utilize the education that I am pursuing and to be able to spend more quality time with my children, one of whom requires specialized care. Both my husband and myself refuse to apply for welfare. We have always tried our level best. He is an auto mechanic.in conclusion, I have been in constant contact with my local SBA. I have applied for a microloan, but as of yet, I haven't heard anything. (I was told that this takes some time) In the future, I will be looking to purchase a HP computer/printer etc. As for my Dell from Hell, I will be putting it up for sale!
Stacey
Petersburg, West Virginia
U.S.A.
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