I purchased a Dell laptop in 2008:
Included with this system was a trial offer for Dell DataSafe an online backup system. I activated the product as it was a Dell product and all seemed well. After a week or so, the product advised me I did not have enough storage space to back my system and offered me an option to upgrade. I went to the website, again, listed as Dell and upgraded to the premium spaced offered - 100gb. I paid via credit card online and received an email congratulating me on my purchase. There was NO receipt other than the email and the website showing my purchase (date and time and price of upgrade).
Next I used the product. I scheduled and backed up what I thought was 48gb of data. After a day and a bit, I received a notice that the backup was SUCCESSUL and the website showed I had 144, xxx files protected and was using 48gb of space. There was NO indiction that anything was wrong.
Now, a week or so ago, because ithe original backup took so long, I wanted to change the data backed up and called technical support to find out if my data would be overwritten or amended. This is where things go very wrong.
After 3 hours, Kevin of tech support found out:
A) even though the website said my backup was successful, it was not.
B) only 17gb on data was available to me even though it said I was using 48gb.
C) any changes to backup plan would overwrite my previous backup (I would lose anything not included in new backup plan (huh???)
At this point I asked to downgrade to 30gb and get a refund of $20. (30gb=$39) as this would never work for me I could never get the 100gb I paid for. Tech support transferred me to customer service for my refund. As there was no order number customer service gave me a telephone number as this was an outside vendor (??!!??): 1866-322-5954. This number was to DIRECTORY ASSISTANCE!!! I called back and was given another number - this time to CANADIAN customer service -1800-847-4096.
I called back again, was again given the directory assistance number. I then asked for a manager. Was transferred to Nathan #841118 who told me to speak with technical support!!! I explained that tech support could not help me and he pretty much
I went back to tech support it is now 5 HOURS after my first call! By now I was in tears! I finally reached a sympathetic representative who took responsibility for my case: Jeremiah. He gave me a case number: 641-650-929. Jeremiah verified that I had paid for the service on 4/6 by logging into my account online and he saw the upgrade listed. I also emailed him the confirmation email I received from Dell DataSafe. He then got a tech manager John (1800-624-9896 x726-9677) who took responsibility for my case. John stayed on the phone with me as we went BACK to cust service to another terrible rep who even made him angry!!! (he got the representative's badge number!) Eventually (an hour later), I asked John if he could resolve things in your (Dell's) end and call me back.
Well, John called again a day or so later, but cust service had not done anything. He called again asking if I had heard anything but no go again. Then he called and connected me to cust service again. This call lasted over an hour that night. No resolution. I then asked for a refund instead of a downgrade as it seemed to be less trouble. John said he would have someone call me.
No other someone ever called. John called me to say Dell has issued a coupon to me for the amount (?!???) instead of a refund to check my email. I did and NO COUPON! He would investigate.
John called me twice this week but I was on call (I do have a job) and could not speak with him but then called back this evening to get the resolution.
I spoke first with Sumit tech support told the entire story and he said he would transfer me back to cust service (???). I asked him NOT to hang up but stay on the call (see previous outcomes of my dealing with cust service) but he transferred me and hung up. I then spoke with Veronica (told the entire story again!) who told me I did not have an order number. I then asked for a manager. Was connected to Ritika: who said John was working on the coupon and that was all I could get as I did not ask for the refund within 30 days. I explained that the website said the backup was successful (!!!) therefore I did not know within 30 days that the service had failed!!! So how could I request a refund???
She said this is all I can get from Dell. As far as she is concerned, this is a good resolution. I do not want a coupon for another Dell product!!! When the one I have is giving me all this trouble.
I then asked for a higher authority she said she is as high as I can contact. I explained that I believe DELL is a HUGE company who I trusted and bought a product from IN GOOD FAITH! Surely, someone there issue a refund for a product that does not work. I have done nothing wrong expect to trust the DELL name and believe someone in this company has the authority to help me.
To this end I am now writing this letter (after 2 1/2 hours again tonight).
I purchased this product because it had the DELL Name and did EVERYTHING I was supposed to do. I feel cheated. $59 will not break your company but is significant to me.
Raices2
Reston, Virginia
U.S.A.
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