My company purchases several computers from Dell due to a good product. However we have now come to see that after years of being loyal to Dell they ignore us and treat us like we are a stranger to them. It started when I was away and usually dealt with Dell on the purchases an assistant made a $5000 dollar purchase and instead of me just charging it to a company card. It was put on one of Dells Finance Plans. That was OK because there was no interest for a period of time.
However the administrative person put the due date incorrectly to pay off the amount before interest. Time passes and we get an invoice that states now we have interest on the $5000.
I immediately called Dell which now we find out it is DFS an affiliate that controls the loan. I tell them that it has only been a few days since the full payment was due and that we had an error with the payment due date in our system, and I would like to send a over night payment for the full amount.
They stated that I must pay all the interest and if I decide to pay in full now I am charged over $300 dollars to pay it off now anyway. They were not helpful even when I got a supervisor on the line. He did not care and stated that is policy. I told him that I want to speak to someone higher. He gave me the email addresses of other staff members located at Dell Inc. And said they would be able to help me.
I sent and email out to them that day explaining. More days came and went I sent out another to both Still no answer and no return error messages.
Then I called the Dell 800 number and they stated they are the right people to contact and they are listed in the email address book. The 800 number person told me to send a letter to the corporate Dell office. So off the phone I go and write up and enclose all communication and Next Day Air it to the corporate office of Dell. Signed for and delivered no response
So now I am pretty mad and file a Better Business Bureau complaint in regards to Dell not contacting a customer when help us needed and you are referred to them. I got a response from Kathryn Clark from Michael Dell's office. She stated it is basically not Dells problem and has nothing to do with Dell. I tried to tell her that it is Dell that did not communicate with me on the issue when I was told to contact them. She stated that she is forwarding it on to DFS and that there is nothing Dell will do. Quote from an email from Michelle Dell's office:
Again, allow me to reiterate, any difficulties you may be
experiencing in regards to your account must be addressed by
DFS, as Dell has no control or influence regarding their
policies. For this reason, I must respectfully advise you
that Dell will not be reviewing this matter again in the future.
She did not even seem to have any clue what I was talking about and really did not seem to read what I had sent her. Script and generic messages. Plus answering me with answers that did not pertain to my problem. Never once explaining why Dell did not respond to my many contact points.
So to this day my company has not gotten any response from DFS when Dell stated it would have them contact me as well as Dell basically telling they don't care
More and more Dell is going down hill, all I wanted was to pay the amount in full and move on with purchasing Dell equipment. Now I second think the purchases and can guarantee that Dell is losing more money than me on the interest when I do not purchase computers from them while getting the word out about this.
PS When I am saying Steals in the header I am refering to introducing you to a company that will charge you a ton more than the equipment is worth and then not helping you deal with them. When you are affliated with a company you are held responsable for thier actions to your customers you introduced.
An email to reach DELL's direct office is: [email protected]
Voice it to her!
Sebastian
Derry, New Hampshire
U.S.A.
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