Dell, Dell Costumer Care And Dell Financial Svs incorrect billing lease terms, major run around trying to correct still not resovled Ripoff Round Rock Texas
Purchased Dell Computers for small business use. Called in for offer (which was mailed to my business) 3 year, no finance $1 buy out.
Email confirmation was sent, payment terms stated "Lease Terms" and nothing more. Was told equipment would arrive in about 2 weeks. The shipment actually arrived and was accepted by a co-worker in just a couple of days. It arrived BEFORE the lease agreement did.
I reviewed the lease agreement, noted that the monthly payment amounts were incorrect, and immediately contacted the sales rep who sold the goods to me. He advised my another person was to call me back and resolve error. This never happened. I again called and emailed the sales rep several times. Still no response.
This began a chain of phone calls, case numbers, badge numbers, and a conference call between a Manager in "Customer Care" and reps in "Financial Services". These events occured over a 2 1/2 month period of time. Finally during the conference call with the Manager I was advised of something called a "Manifest Walk Through Report". I was advised that I would be mailed and emailed this report and that my billing would finally be corrected. The Manager also noted that Dell Financial often refers customers back to Customer Care, using Customer care as a "dumping ground" for issues like this.
***It is important to note that during all of this time I did not open the boxes and requested on several occassions that if the billing could not be resolved, Dell simply make arrangements to take back the equipment.
In the following weeks, I never received this "Manifest Walk Through Report", I never received an email confirmation of the last conversation and my billing was not corrected. I did however receive a phone call from a Dell Financial rep trying to collect. When I inquired about the billing error and promise to correct, she knew nothing about it.
Basically I am back to square one, and have no hope for how to resolve. I would participate in any law-suit or media coverage as this is certainly no example of "Customer CARE" or "Financial SERVICES"
Kim
Mount Sinai, New York
U.S.A.