My recent experience with purchasing a computer through Dell corporation via mail order has been one of the most horrible of my "consumer" career!
To begin with, my order was plagued with incorrect orders that had to be correct several times. This was a process that took well over a month to correct because I had such a difficult time actually conecting with the proper agent.
Once the order had been corrected, the time frame for delivery proved to be entirely inaccurate.
When I opted to pay via debit card over the phone I was assured (a total of five different times) that the amount approved by my bank would be held until delvery date. Not only was this not the case but when my bank manager and I went back through the electronic orders on my account we discovered that ithad never been order by Dell in the first place. Subsequently, my banking account suffered a number of uncessary fees which I was responsible for paying.
Let's move on to delivery. When the delivery was due to arrive (some two months later) I was assured that the items would be delivered in a manner that would require a signature because I was concerned about items of this value being left on my front porch. As you may probably guess, the items were left on the front porch accessible to anyone who might come by and decide to pick them up. I believe this actually happened with the delivery with the speaker bar that was ordered. Dell advised me that the speaker had been delivered on a certain date but we never received it. They said they would send me another one but when that arrived it was not correct because I have never been able to access sound on this computer. I still cannot to this day, despite my numerrous attempts to correct the situation.
Obviously, I considered returning to entire mess back to Dell but I was told I would have to pay a $400.00 re stocking fee to do so. I have lost out on so much money due to bank charges etc, this will only add insult to injury.
During the conversations I have had with
Dell corporation, and they are too numerous to count, I would say only that only abut one quarter of these conversations were with individuals who were able to communicate with me without difficulty. The language barrier that existed between the Dell representative and myself was overwhelming. I am a teacher who is a great advocate for tolerance and understanding when it comes to working with those from diverse cultures, but this experience was incredible challenging despite my best efforts.in fact, I chose Dell in the first place because my school district had Dell computers. When I returned to school in September I discovered that all computers in the district were being replaced with HP computers due to the poor quality of Dell equipment and poor customer service.
The last computer I purchased before this was an HP that my husband and I purchased for our family in 1998. This computer is still running strong; despite is diminished capabilities due to its age. My teenagers still opt to use the HP over the brand new Dell because every time the log on there is yet another crisis to deal with. (Let's not forget it still doesn't have any sound!!!)
This company should take some responsibilty for the hardships it has brought on this family who operate under a limited income (We are both educators), despite the sacrifices we make for the general welfare of our nation's youth.
Additionally, if Dell is going to continue to advertised as they have been, they should do all in their power to make sure that their product and service match their advertising claims.
I have never made a complaint of this nature before, but I feel compelled to warn an unsuspecting public.
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