Complaint Rating:

Company information:
Dell
Round Rock, Texas
United States
www.dell.com

On February 29, 2008 I purchased a Dell Inspiron 530 Desktop. I immediately experienced problems with the unit. First of all, the price of the purchase was supposed to be $894.57, but my credit card was charged $922.22. When I called the Dell Customer Service Department, I was never able to get an explanation for the price increase. My second problem was the computer would not turn on and I had to call technical support. On March11, 2008 (Inside 21 days Terms and Conditions of Sale) I spoke with Kria, who was able to resolve the problem. Kria said not call the support line again if any problems arose, and that she will give me a follow-up call in a couple of days. However she never called. I spent approximately two hours trying to resolve the above issues, when really I should not have had to deal with any of this at all.

Unfortunately, the problems with this computer did not end there. Ever since I first started using the computer, it would frequently shut down in the middle of an operation (i.e. loading a webpage). I tried to resolve the issue with the Dell Technical Support department. I spoke with Amit and Nathan for about an hour on April 3, 2008; then I spoke with Guan on April 9, 2008; on April 16, 2008 I spent 90 minutes with technical support specialist Jacky and her supervisor Mavis. None of their recommendations helped, the computer still experienced problems and I decided it would be best for me return my purchase. On May 9, 2008 I spoke with Harry, Anita and their supervisor Nevetita, who assured me I would be able to get a refund and promised to send me a return label via email. I waited several days for the label to arrive, but it never did. When I called again on May 12th, I spoke with customer service representatives Norman and Michael (Michael claimed to be in charge of the department.) Both of them pretty much told me they had no knowledge of my previous call and that I would not get a refund. One of them mentioned that the time period for the refund had expired. However, when I first presented the issue to Dell the return period was still effective. After lengthy conversations with the two of them, they put me on hold for 20 minutes at which point I was disconnected. Nobody called me back.

I have spent an inordinate amount of time dealing with all of these various issues with Dell support staff. I find this to be extremely unprofessional. I purchased a defective product from Dell company and I took the time trying to resolve the issues with Dell technical support and customer service department. Since this product still does not function properly, I feel that I am entitled to a refund. I still doesnt receive anything.