Dell Canada / dell hell still true!
I have not, as yet, been able to have dell and dell financial services properly deal with the issues happening to my account.
I have below a timeline of events that have transpired:
Feb 2007 ordered computer system from dell
19 march 2007 contract arrived from dfs
21-23 march 2007 parts of system arrive
27 marcy 2007 system arrived from dell - did not work
28 march 2007 called dell, spoke to ann, received the following dps numbers for returning system:
28 march 2007 called dell financial - informed them I did not accept terms of contract & that system was being returned to dell
30 march 2007 system returned to dell - picked up by ups - everything packed in one box to save dell shipping charges
04 may 2007 received letter dated 25 april 2007 from dell financial services (Dfs) stating that I owed $101.80 - spoke with dfs who stated that one item from system hadn't been credited to my account & that they could do nothing to help me - had to speak with dell and have them credit my account.
04 may 2007 called dell - customer service agent told me that one dps ([protected]) hadn't been processed. Told me it would be fixed within 5 business days, alternative solution would be for me to pay for item, then wait to be credited. I told dell I would not pay for anything I had returned to them. Given case #xxxxxx121
05 june 2007 received letter dated 25 may 2007 from dfs stating I now owed $103.00. Called dfs - still not credited - can't help me, must go through dell.
05 june 2007 called dell, spoke first with adam, then when he couldn't help me, asked to speak to supervisor. Eventually transferred to shane, supervisor, who told me the keyboard was the issue, and had not been credited. Gave me new case #, xxxxxx867. Told me he would put in credit template for me, at which point phone was cut off. Called back, placed on hold, eventually told he would call me back.
05 june 2007 sent letter to dell, detailing problems to date. Haven't had a response to letter.
07 june 2007 dell called back. Customer service was rude, kept asking me the same question I have answered since the beginning - "did I return the keyboard?" eventually told me they'd look into problem, then hung up.
09 july 2007 received letter from dfs - I now owe $104.15. Called dfs, spoke with sue, unable to help - up to dell. Still haven't received credit.
09 july 2007 called dell - spoke with nicki, who told me she would escalate info dfs. Says they credited in april 2007, then told me the system showed a credit went through on 08 july 2007. She then called dfs while I waited on hold, then told me an investigation had been started on
08 july 2007, not a credit as previously stated. Supposedly a credit would be issued when investigation completed. I asked to speak to supervisor, eventually transferred to mike. He told me a credit was issued in april, and would escalate to head office, and would call tomorrow. I asked to speak to his supervisor, as I was now being given yet another version of what was happening. He refused to let me speak to his supervisor, stating he wouldn't waste their time since he had taken care of the problem, and it would all be solved within the next 3 days. When I insisted on speaking to his supervisor, he hung up on me.
08 august 2007 received call from sue at dfs wanting payment. I informed her that as far as I am concerned, I owe dell nothing, and that dell could go to hell as far as I was concerned. She told me she would put that quote in her notes - I told her to go right ahead.
08 august 2007 called dell, spoke to helen. She read notes on the file, then told me she would transfer my call to mike, as he was the one handling the problem. After 15 minutes on hold, she came back online to tell me mike was on lunch, and he would call me back after his lunch was finished. I asked when I could expect that call, and was told he would definitely call me back that afternoon. I asked if he didn't call, was there another number I could reach him at - was told no - just customer service.
09 august 2007 I have not heard from dell. No returned phone call.
At this point I am truly unable to fathom the behavior of the customer service staff at dell. I have repeatedly been left on hold for lengthy periods of time. I have been told to "just pay" and be credited later - which is not going to happen, as I have now seen how well their crediting system works. I have been treated extremely rudely, to the point that one of your supervisors, mike, actually hung up on me, rather than "let" me talk to his supervisor, when clearly the problem was not, and has not been, solved at his level. I am still waiting for this same mike to return my call from yesterday, after being told "for sure" he would call me back that afternoon.
Dell hell is definitely the right name for it. Never again. I bought a mac. Works great.
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