Dell complaints

[jimreigstad]

I haven't been abusive, nor disrespectful, just truthful in my e-mail inquiries. You can not talk with them on the phone because you just can not understand them. However, I have had several issues with Dell Lately. One is with an MP3 player, it just froze all the time. They sent me a new one (refurbished?--Not new) and the thing did the same two months after I got it. This is prior to them stopping with the Dell DJ. I wrote them an inquiry and complained about the DJ and got the following response (below my posting), by the way, this e-mail was written on July 5th, I responded July 5th and have not heard a word from them since. I have even wrote back twice more to see what the deal is? No replies to those either. I believe that they have a black list, a note on people's account who are considered difficult customers. When I started complaining about a 650 AM phone call, the customer service and the financial services, they just ignore you after awhile. By the way, he says he needs more info, then throws in the 21 day policy? What is this 21 day policy, don't we have at least a year warranty on their products. What my Dell PC, Notebook, DJ and Axim are only warrantied for 21 days unless I buy their extended warranty? God, I can not believe I gave them money.

Thank you for contacting Dell Online Customer Care.

I understand from your e-mail that you would like to know return policy for the Dell DJ. I will be glad to assist you with the concern.

I have gone through your e-mail; however, at this juncture, I have chosen to request you for some more information on the issues that you are facing. The last e-mail that you have sent does not provide the information that is critical from resolution point of view. Please elaborate on the issue and I shall be more than happy to assist you.

I would like to inform you that all of Dell's customers have twenty-one days from the date of invoice to verify all aspects of their purchases and evaluate all components. After the initial twenty-one days, all sales are considered final. As this order is outside of the timeframe allotted, we are unable to authorize your request.

For more details on Dell?s ?Total Satisfaction Return Policy?, please visit:

http://www1.usdell.com/content/topics/global.aspx/policy/en/policy?c=us&l=en&s=gen&~section=010#total

Once I have the information that I have asked for, I will be in a position to assist you with the issue and bring an early respite to your situation. Let me assure you that both Dell and I are committed to a quick and complete resolution of your issue.

I assure you our best services at all times.

Thank you for giving me the opportunity to assist you. Your case number for this interaction is {redacted by mod}. Please keep this number for your records; it will help us keep track of this issue so we can better assist you if you have any further questions or concerns about your issue.

If you require further assistance, please feel free to visit our Online Customer Care Center at:

http://support.dell.com

Thank you again for contacting Dell Online Customer Care.

Respectfully,

Amritpal Singh
Rep ID 110794
06.00 P.M. to 03.00 A.M. CST
Dell Online Customer Care.

http://support.dell.com

When responding to me, please use the *REPLY* function of your e-mail program. This will keep the SAME SUBJECT LINE of our e-mail. Otherwise your message may be delayed or lost.
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Bring them down.

[jimreigstad]

Oh, I forgot, I gave up and bought an 30 MB IPOD. I don't even think they make the Dell DJ other than the Pocket. They now have Creative Zen and some other brands. I guess that they now understand MP3 players are not their thing.
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Bring them down.

[sickofdell]

Yeah, that sounds about right. can't really do anything right except for computers, but even so, they still screw that up. You may want to remove your case number from your first post. it will help keep your identity confidential. If you are feeling lazy, a mod will do it later. As fas as bob in india goes, send him another email and copy michael@dell.com lay into the guy and ask him why he hasn't responded to any of your previous emails on why the product sucks and that you need a new one. If you give up, even though you have an ipod, you are letting "the man" win. fight, fight, and fight some more, if not for a purpose, then do it for fun. be another one of the dissatisfied customers that allows michael to know that this needs to stop and it needs to stop right now.
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Have you seen my dell laptop?

http://www.tgdaily.com/picturegalleries/gallery-20060731-1.html

(ok, so it's not mine, but it's freakin cool)

[jimreigstad]

Thanks for the info about the case number. I did copy michael@dell.com on both inquiries about why nothing was being done? Still nothing.
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Bring them down.

[sickofdell]

[jimreigstad]

You probably would get the ignore tag on your account, blacklisted from any kind of customer support. However, I am in full support of all spamming them. I have a folder with open issues, most of it filled with e-mails back and forth from Dell, but no resolution, and though I told them of my complete disatisfaction with some of their policies and customer service, I never wrote anything that warranted being ignored by them. I would love to see the notes on my account with them. Dell is big and they just don't care anymore, it will bite them back in the long run. I'll keep fighting them.
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Bring them down.

[Rocke_T_Sinetist]

Case number deleted as a security measure.

Dell seems to have fair control over the supply chain for computers--they meet generally-accepted quality standards and roughly match the competition.

Other 'Dell' product lines haven't fared so well. They tend to generate as much trouble as if you bought them for $19.95 from a late-night cable infomercial, except they cost much more and the satisfaction warranty is a week shorter.

Oh, and don't you suppose michael@dell.com's mailbox is just a little backlogged these days?
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Rocke T Sinetist
as in, 'it doesn't take a...'

[sickofdell]