After making the decision to purchase our first home computer, we turned to Dell, thinking with the "award winning customer service and technical support", we would be covered if any problems arose. Boy, where we wrong..
It began when we received our first statement. When the computer was purchased, over the phone, we told the rep. That our limit was aprox. $1100.00. She cordially put together a plan that (we thought) fit our needs, and at the same time informed us that we qualified for the 90 days no finace charge, same as cash.
Imagine our surprize when the statement arrived and the total was 1360.90. Immediately I got on the phone and was transfered 4 times to various "supervisors" before coming upon a solution to the problem. We accepted merchandise totaling $250.00 to reimburse us for the mistake. First problem solved, sort of.
Well, the saga continues.in the mail last week is another statement from Dell stating that we now owe $91.91 for accrued finance charges. This time I was on the phone for TWO AND A HALF hours, transfered ELEVEN times between customer care and the financial offices.
Basically what happened is that it turns out that we did not qualify for the 90 day plan, (as originally stated by the sales rep), however we did qualify for the 25 day same as cash program.
The problem lies in the fact, that until today, we were never notified of the change in the plan, and now are held liable for all finance charges since the 25 days ended.
Dell refuses to reimburse the financial agency which handles its accounts, and has told us "there is nothing we can do, you are liable for these charges, and they must be paid promptly."
Is it legal to change the original agreement of purchase WITHOUT notification of the buyer first?
This whole situation is extremely frustrating, and it is very disappointing to put your trust into a company and have it shattered by a company who could care less about honesty.
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