I've been in the real estate develeopment business for over 25 years and thought I'd seen everything. This company is so screwed up I can't believe the SEC has not gotten involved.
Around 8:00 PM one evening, I called Dell Computer and asked for a quote on a system. They kindly emailed a quote asap. Upon the emails receipt, I contacted Dell with additional questions regarding the configuration and timing of delivery etc. I was informed that (1) there was a current wait of 4 to 7 day delay for getting into the "manufacturing pipe line" and that upon completion the computer would be delivered in 7 to 10 days there after. I was also told that I could get into the pipe line if I gave them a credit card number. This would assure me that if I did decided to purchase a unit, I would not loose any time. Of course this would not commit me to purchase, that could only be done by me calling back to authorize the order. This sounded good, however this is where Dell showed their real colors.
The next morning, feeling a little uncomfortable that I had given out a credit card number for a computer I was not yet ready to purchase, I decided I better call Dell and make sure that they won't accidently build me a computer. I was informed by the telephone agent that "my" computer was already being manufactured. I was blown away. I explained my conversation with the other sales agent from the previous evening and was quite upset that Dell had processed an order which was not an order.
She explained that she did not understand what had happened, however the only way for me to get a credit back to my credit card company was to process a "refusal". This is where I am supposed to refuse (not accept) the computer boxes when they arrive.
I explained that this was not only unacceptable and fraudulent behavior, it was stupid business. Build a computer, then ship it out to then only have it refused. (The SEC should investigate the company for being stupid too
5 weeks later I receive a call from the local post office that they have 2 boxes for me from Dell. I tell them to send them back. They ship the boxes back to another postal station where they are to be picked up by Dells contracted shipping agent. Keep in mind that Dell has never called me. I have called them no less than 20 times to find out what's happening so I can get my money back.
Now I find out that the contracted shipping agent only picked up 1 box rather than 2 from the post office, and lo and behold nobody can figure out where the computer is. However, Dell still stands with there policy that they will only reimburse their fraudulant charge when they receive the computer back.
After numerous contacts with their own shipping agent, who cannot believe the hassle Dell has put me through, the shipping agent is working to find out where the missing box is.
Finally having had it up to here with not getting any call-back from Dell, I called Dell and demanded to speak to a supervisor. This time I said I would not acceot a call-back. I would rather wait on hold for the 20 minutes for real person.
I finally spoke to and explained that I had been screwed around for as long as I could stand it. And that I was absolutley amazed that the customer service division of a publically traded company was worse than anything I had ever seen in my business carrier, no joke. The gentleman said he would look into it and call me back. Guess what? That's right he didn't call back.
I had to call 4 times to get through to a person to speak with who then spend 20 minutes reviewing the case history. He followed up with the original supervisor and passed along a message that a credit was being processed to my account, because they were satisfied that the box was lost. Never mind that the computer was never ordered.
I've contacted my company attorney and the credit card company that Dell charged to. Now that I've spent numerous hours, disjointed days of interupted work to follow up on the issue for Dell, (they are obviously too busy to do such menial labor) I have decided that when asked where to purchase a computer, my response will be "anywhere but Dell".
Jon
El Dorado Hills, California
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