Dell Computers / defective merchandise & computer returned
In February I purchased a laptop from Dell. Within a few days I began calling Dell because the computer was defective. I was transferred 13 times on one call, called over 20 times, each time I was connected to someone in India, who transferred me to someone else in India. While I was on hold, a recording told me that for an additional fee I could speak to someone in Northern America.
After I was cut off the last time, I gave up and sent the computer back to Dell with a letter explaining my frustration with their customer service and requesting they not send me a replacement.
Then I began to get statements and dunning phone calls from Dell Financial Services saying I owed them the cost of the computer. I wrote them several times and told them I didn't have the computer, they did and I owed them nothing. Last month I spoke to a customer rep in Financial Services who actually called me back and told me she had resolved the issue, my balance was zero and I would not hear from Dell again.
Last week I received another statement and Friday I got a dunning phone call. I called Financial Services again yesterday. I got a rep who could not think or speak anything but what was on her script. She continued to tell me I owed for the computer, I kept telling her they had the computer and have had it since February, she would go right back to script and asked me if I wanted to make a payment. I gave up.
Today I am writing the president of Dell because I cannot believe the level of customer service they have. It is outrageous. I am enclosing a copy of my return receipt for the computer signed by their employee on February 25th.
If anyone has suggestions who else I can write to I would appreciate it.
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