Dell Inc. / Dell Financial Services Interest rate bait and switch. Promissed No interest until Jan 2006. Round Rock Texas
I ordered a new Dell Inspiron 600m in November. I was told that I was approved for a Dell preferred credit account and would have NO interest until January 2006. I received my first statement on the 24th of December. I noticed that I was getting charged interest.
I contacted Dell and was told that I did not qualify for the NO interest and that I would be paying 28.99% starting immediately.
I then asked for a return authorization. If I was lied to about my new Dell account then I didn't want the laptop. I was told that it was past the 21 day return policy and I was stuck with the computer.
I asked why I wasn't told sooner that I did not qualify for the NO interest. The answer I heard shocked me. There would be more returns.
I asked to speak to a supervisor and was told that supervisors didn't handle the type of request. Apparently supervisors don't talk to customers that were lied to; they leave that for the poorly trained customer service representatives. Dell obviously has a training issue. Both with their sales staff and with their customer service representatives. Even if it is there common practice to not notify their customers that they don't qualify for the NO interest plans until after the 21 day return policy, you don't taunt a dissatisfied customer with that.
I have sent several emails to the company. Most of the ignored. The ones that were answered where completely off topic, automated replies.
I don't think I was asking for much when I requested either they honor the NO interest until January 2006 or take the computer back.
Carson
Tallmadge, Ohio
U.S.A.
18 Updates & Rebuttals
Carson
Tallmadge,Ohio,
U.S.A.
$45.00 refund check FEB 18, 2005
#19Author of original report
Sat, February 19, 2005
I finnaly got my refund check for the $45.00 that I had already paid on my account.
This ordeal was crazy.
What was I thinking.
I'll never do that again.
Rarshaiz
Plattsmouth,Nebraska,
U.S.A.
Do what i did!
#19Consumer Comment
Fri, February 11, 2005
A few year ago i had this a problem with DELL and Dell financial. After i recieved my computers at the tune of appx $5000 i quickly found out how great dell support and service really was. Long story short 2 weeks on hold to dells service and support for at least 8 hours each day(hope they had to pay .05 a min for that) i finaly told them i want rma# for both computers. Again 1 day 10 hours and 3 misteriouse disconects later i finaly got the RMA#'s
So off to ups i go and packages gone. End of problems. NOT.
About 4 months later i get a phone call from Dell financial asking why i havent paid my payments. you can only wonder what i said then. First i said i never recieved a bill for them and had i have recieved a bill i would have known there was a problem then and there not 4 months after i sent the m back. Well this went on for another 6 months. Yes 6 months on top of the 4 months since i returned them.
Finaly i hired an atty to handle the situation and after $400 and 50 yes 50 letters to dells legal department (no responce to complaint) I finaly got credited the money that i never owed anyways.
So NEVER NEVER again will i EVER buy a Dell.
But now this story doesnt end i opened a computer store of my own to hell with DELL.
Carson
Tallmadge,Ohio,
U.S.A.
Response from last email I sent
#19Author of original report
Thu, February 10, 2005
Dear Mr. XXXXXXX,
Thank you for contacting Dell Financial Services (DFS) regarding your
refund check.
We apologize for any inconvenience you feel you may have experienced in
regards to this matter.
Our records indicate that your Dell credit, in the amount of $1488.64
was posted to your account on 01/14/2005. This credit will be reflected
on your 02/12/2005 statement.
Please be advised that we have requested a credit balance refund of
$45.00 on your behalf. Kindly allow 30 days for delivery.
If you have not already, we invite you to visit our new and improved
website at www.dellfinancialservices.com. We now provide a variety of
account information including balance, available credit, and the date
and amount of your last payment received. You can even update your
billing address online as well.
Of course, should you have any other questions regarding your account
that are not addressed by our website, please do not hesitate to contact us at (800) 283-2210 or respond by return e-mail. We will be happy to
assist you.
Sincerely,
Tina Charles
Customer Support
Dell Financial Services L.P.
Original Message Follows:
------------------------
Why have I not received a refund check for the amount I have already paid on this account.
Carson XXXXXXX
Carson
Tallmadge,Ohio,
U.S.A.
Still waiting for my $45.00
#19Author of original report
Wed, February 09, 2005
Wow. This is NUTS. I am still waiting for my refund of the $45.00 that I had already paid on the account.
Don't supose I will get paid intrest on my money that they have been holding.
Robert
Rochester,New York,
U.S.A.
Still using Dell??
#19Consumer Suggestion
Thu, January 27, 2005
Why are you still using Dell? Just take a glace through these pages will tell you that Dell has lousy customer service.
Truthfully, anyone with some basic hands on skills can build thier own computers for much less that Dell can sell you one. It cost me less that $600 and that includes the monitor. It could have been cheaper, but I wanted a system for him that would do what He wanted it to do.
You are right, this is a bait and switch. Why would ANYONE pay almost 30% interest for a computer? Dell is selling you a name. No more, no less. Thier computers and monitors are not that good. Do yourself a favor... SHOP AROUND. You can find it cheaper elsewhere with a better interest rate!
Carson
Tallmadge,Ohio,
U.S.A.
January 26th. I still haven't recieved credit to my DFS account.
#19Author of original report
Thu, January 27, 2005
Will update again when I recieve my credit.
As a response to the above message:
I'm not sure if I have what is considered "perfect credit". I however do have a house payment, two car payments, and several department and major credit cards.
If you would have read the entire Rip Off Report (above) you would have seen the following from an email string
______________________
Original Message Follows:
------------------------
That is not what I was told. I thought we had this issue straitened out.
I have NO interest until January 2006. My question was is the interest rate on my statement what the default rate is after January 2006?
When I ordered the computer the first time they told me NO interest until 2006. Then someone called me and told me that I was not going to get the NO interest until 2006. As soon as that phone call was over I cancelled that order.
When Dell customer service contacted me via a survey to find out why I cancelled, I told them. They assured me that I would get the No interest until January of 2006. The order was processed again.
If I'm not going to get the NO interest until 2006 I don't want the computer.
Please forward this to who ever you have to that can fix the problem.
I have already made my January payment, but thanks for the early notice.
Thank you.
Carson
_____________________
I was told several times that I, INDEED qualified for their NO intrest program. That that was the deciding factor for buying from Dell and not using my Discover Card (5.9 APR) and purchasing one from a local retailer.
Lucky
Nashville,Tennessee,
U.S.A.
No Interest till 2006
#19UPDATE EX-employee responds
Mon, January 17, 2005
You probably was approved for the Dell credit but didn't score the points for the no interest till 2006 offer. It is not uncommon that people misread the offer. They think all approved for the Dell credit is also approved for the no interest till 2006 offer. This just isn't so and while your credit may be in good standing there are factors to consider for this approval..(loans, House payment, car and/or boat payment balances stilled owed etc....) If you were approved for the special...rest assured you would have gotten it. Everything is computerized. You just took for granted that you fell in that catagory due to the fact you got approved for the Dell credit. That doesn't mean you were approved for the special. It is possible to get approved for the dell credit but just not enough for the no interest till 2006 feature. Sorry to burst your bubble, but your credit may not have been at a high enough score to qualify. Dell runs specials all the time on alot of different products. You can't have everything for almost nothing. Dell makes good strong lasting computers at a very afforable price. Compare prices for yourself and what you get with the computer package on a Dell far exceeds many other advertised prices on other systems.
Carson
Tallmadge,Ohio,
U.S.A.
Wow Dell, Why did it take you so long to credit yourself.
#19Author of original report
Mon, January 17, 2005
But, DELL, You were my financial institution. Why did it take you so long to credit yourself.
Still waiting for the $45.00 payment that I already made.
___________________
Dear XXXXXXX,
Dell has processed your credit, and the credit has been sent to your financial institution. Please be aware that there may be up to a 5 business day delay before this credit becomes visible to representatives at your financial institution.
Please contact your financial institution with any questions about the posting of this credit to your account.
The details of the credit are as follows:
Account Type: Dell Preferred Account
Amount of Credit: $1,488.64
Date the credit was closed by Dell: 2005-01-13
Time the credit was closed by Dell (Central Time): 17:19:43
Thank you for choosing Dell.
** PLEASE DO NOT REPLY TO THIS EMAIL. This email is for informational purposes only, and the address will not be monitored for responses. If you need assistance, please visit WWW.DELLCUSTOMERCARE.COM for general information and a listing of Dell phone numbers.
** If this credit was issued in error, Dell reserves the right to cancel.
Carson
Tallmadge,Ohio,
U.S.A.
UPS Delivers Computer Back to Dell.
#19Author of original report
Fri, January 07, 2005
Dell has the computer back. Let's see how long it takes them to credit my account and refund the payment I already made.
The clock is ticking and the ball is in Dells court.
Carson
DELIVERY NOTIFICATION
Dear Customer,
This is in response to your request for delivery information concerning the shipment listed below.
Tracking Number: 1Z 6AE 426 26 4416 698 1
Service Type: GROUND
Package Weight: 37.00 Lbs
Delivered on: Jan 6, 2005 2:09 P.M.
Delivered to: AUSTIN, TX, US
Signed by: MUSE
Location: DOCK
Thank you for giving us this opportunity to serve you.
Sincerely,
United Parcel Service
Carson
Tallmadge,Ohio,
U.S.A.
UPS Delivers Computer Back to Dell.
#19Author of original report
Fri, January 07, 2005
Dell has the computer back. Let's see how long it takes them to credit my account and refund the payment I already made.
The clock is ticking and the ball is in Dells court.
Carson
DELIVERY NOTIFICATION
Dear Customer,
This is in response to your request for delivery information concerning the shipment listed below.
Tracking Number: 1Z 6AE 426 26 4416 698 1
Service Type: GROUND
Package Weight: 37.00 Lbs
Delivered on: Jan 6, 2005 2:09 P.M.
Delivered to: AUSTIN, TX, US
Signed by: MUSE
Location: DOCK
Thank you for giving us this opportunity to serve you.
Sincerely,
United Parcel Service
Carson
Tallmadge,Ohio,
U.S.A.
UPS Delivers Computer Back to Dell.
#19Author of original report
Fri, January 07, 2005
Dell has the computer back. Let's see how long it takes them to credit my account and refund the payment I already made.
The clock is ticking and the ball is in Dells court.
Carson
DELIVERY NOTIFICATION
Dear Customer,
This is in response to your request for delivery information concerning the shipment listed below.
Tracking Number: 1Z 6AE 426 26 4416 698 1
Service Type: GROUND
Package Weight: 37.00 Lbs
Delivered on: Jan 6, 2005 2:09 P.M.
Delivered to: AUSTIN, TX, US
Signed by: MUSE
Location: DOCK
Thank you for giving us this opportunity to serve you.
Sincerely,
United Parcel Service
Carson
Tallmadge,Ohio,
U.S.A.
UPS Delivers Computer Back to Dell.
#19Author of original report
Fri, January 07, 2005
Dell has the computer back. Let's see how long it takes them to credit my account and refund the payment I already made.
The clock is ticking and the ball is in Dells court.
Carson
DELIVERY NOTIFICATION
Dear Customer,
This is in response to your request for delivery information concerning the shipment listed below.
Tracking Number: 1Z 6AE 426 26 4416 698 1
Service Type: GROUND
Package Weight: 37.00 Lbs
Delivered on: Jan 6, 2005 2:09 P.M.
Delivered to: AUSTIN, TX, US
Signed by: MUSE
Location: DOCK
Thank you for giving us this opportunity to serve you.
Sincerely,
United Parcel Service
Carson
Tallmadge,Ohio,
U.S.A.
Another email from Dell Financial Services L.P.
#19Author of original report
Thu, January 06, 2005
Dear Mr. XXXXXX,
Thank you for your response.
Please be advised that we will refund your payment remitted to the
account, after full Dell credit for $1488.64 is posted to your account.
For assistance with your credits, please contact Dell Inc. at Dell
Customer Service at (800) 624-9897. You may also send them an email from their website, www.Dell.com. Please reference your Dell Order Number
988258324.
If you have not already, we invite you to visit our new and improved
website at www.dellfinancialservices.com. We now provide a variety of
account information including balance, available credit, and the date
and amount of your last payment received. You can even update your
billing address online as well.
Of course, should you have any other questions regarding your account
that are not addressed by our website, please do not hesitate to contact us at (800) 283-2210 or respond by return e-mail. We will be happy to
assist you.
Sincerely,
Marcus Knight
Customer Service
Dell Financial Services L.P.
Original Message Follows:
------------------------
Please be advised that Dell will be giving a full credit to my account.
Since I have already made a payment on my account there will be a surplus of funds.
With all that has gone wrong with this transaction, I just wanted to make sure that I was going to get a refund on the payment that I have made.
If I'm not going to get credit for the payment I have made, or going to incur some fees or interest, I would like to know now so that I may contact the proper people to correct the issue.
Please feel free to take it upon yourself and find out exactly what will be credited to you from Dell and the amount and check number that will be sent to me. (My calculations ad up to one $45.00 payment.)
Thank you.
Carson
Carson
Tallmadge,Ohio,
U.S.A.
UPS has picked up my Laptop.
#19Author of original report
Tue, January 04, 2005
Dell sent UPS to pick up my laptop. I can't believe that they would rather not have me as a customer then to fix the mess that their untrained sales person created.
I can't believe that it took me that many emails to get someone to even listen to me. I had to CC both Dell Inc and Dell Financial Services. The two companies blaming each other for responsibility to fix my problem.
I just hope that I don't get penalized by Dell Financial Services for interest and or early payoff fees.
I will advise on the outcome when I am sure this ordeal is over.
I guess I'm back to square one in my search to find a new laptop.
Carson
Tallmadge,Ohio,
U.S.A.
Dell Financial Services Email String
#19Author of original report
Tue, January 04, 2005
Dear Mr. XXXXX,
Thank you for your response.
Please be advised that Dell Inc. will issue a credit for this return, per their discretion, and Dell Financial Services will then adjust your
account accordingly. Please allow an additional 2-3 weeks for this adjustment to be completed. The adjustment will appear on a future statement.
Should you wish to contact Dell to determine the exact status of your credit, or if you feel you are owed additional credits from Dell, you
may reach Dell Customer Service at (800) 624-9897 or go online at www.dell.com. Please reference your Dell Order Number 988258324.
If you have not already, we invite you to visit our new and improved website at www.dellfinancialservices.com. We now provide a variety of account information including balance, available credit, and the date and amount of your last payment received. You can even update your
billing address online as well.
Of course, should you have any other questions regarding your account that are not addressed by our website, please do not hesitate to contact us at (800) 283-2210 or respond by return e-mail. We will be happy to assist you.
Sincerely,
Marcus Knight
Customer Service
Dell Financial Services L.P.
Original Message Follows:
------------------------
My order was a telephone order. I only know what the telephone sales people told me.
It doesn't matter at this point. I have been given a return authorization and have returned the unit back to Dell. I expect to have my account with you credited as soon as possible and a refund check sent to me for the payment that I have already sent.
Carson
-----Original Message-----
From: US_DFS_Customer_Experience [mailto:Us_dfs_customer_experience@dell.com]
Sent: Monday, January 03, 2005 10:33 AM
To:
Subject: RE: Interest Rate - Acct: 687945012902912XXXX
(KMM9322708I21406L0KM)
Dear Mr. XXXXXX,
Thank you for contacting Dell Financial Services (DFS) regarding the
promotional offer on your account.
We apologize for any inconvenience you believe you may have experienced
in regards to this matter.
We apologize if you were not aware of the features and terms of your
Dell Preferred Account. Any promotional financing features that you
would have qualified for would have been shown to you on the Credit
Decision page as you placed your order online. This page also showed
your credit limit as well as your Annual Percentage Rate.
Please be advised that as of today's date, your current account balance
is $1488.64. Keep in mind however, that because interest accrues on your account daily, you may have additional finance charges assessed on your
next regular statement. The minimum payable amount is $45.00 which is
due on 01/06/2005.
To make a payment, please mail your check or money order to:
Dell Preferred Account
Payment Processing Center
PO Box 6403
Carol Stream IL 60197-6403
Please refer to your 19-digit account number on your payment and have your check payable to Dell Preferred Account.
If you have not already, we invite you to visit our new and improved website at www.dellfinancialservices.com. We now provide a variety of account information including balance, available credit, and the date and amount of your last payment received. You can even update your
billing address online as well.
Of course, should you have any other questions regarding your account that are not addressed by our website, please do not hesitate to contact us at (800) 283-2210 or respond by return e-mail. We will be happy to assist you.
Sincerely,
Samson Gray
Customer Support
Dell Financial Services L.P.
-----Original Message-----
From: US_DFS_Customer_Experience [mailto:Us_dfs_customer_experience@dell.com]
Sent: Wednesday, December 29, 2004 7:13 PM
To:
Subject: RE: Interest Rate - Acct: 6879450129029XXXX
(KMM9249328I21406L0KM)
Dear Mr. XXXXXX,
Thank you for contacting Dell Financial Services (DFS) regarding the plan on your account.
We apologize for any inconvenience you feel you may have experienced in regards to the plan on your account.
As informed earlier, the decision to not offer you the No Interest Until 2006 promotion, as well as determine your interest rate, were processed
by a computer generated scoring model. As we are not a credit reporting agency and this is proprietary information, we cannot disclose our
credit review policies. However, if you need further clarification with this matter, please write in to us at:
Dell Financial Services
C/O Customer Service Correspondence Dept.
PO Box 81577
Austin, TX 78708-1577
If you would like to speak with a supervisor, please contact our Customer Service Department at (800) 283-2210.
If you have not already, we invite you to visit our new and improved website at www.dellfinancialservices.com. We now provide a variety of account information including balance, available credit, and the date and amount of your last payment received. You can even update your
billing address online as well.
Of course, should you have any other questions regarding your account that are not addressed by our website, please do not hesitate to contact us at the number above or respond by return e-mail. We will be happy to assist you.
Sincerely,
Tina Charles
Customer Support
Dell Financial Services L.P.
Original Message Follows:
------------------------
I think you need to escalate this issue to someone that can fix it, because I am not going to back down.
I was told No interest and I will not be subject to the old bate and switch (Promised No interest and now I have to pay interest) I will get the No interest until January 2006 that I was promised. I will be requesting further assistance from the media and the Better Business Bureau.
-----Original Message-----
From: US_DFS_Customer_Experience [mailto:Us_dfs_customer_experience@dell.com]
Sent: Tuesday, December 28, 2004 12:43 PM
To:
Subject: RE: Interest Rate - Acct: 68794501290291XXXX
(KMM9169132I21406L0KM)
Dear Mr. XXXXX,
Thank you for your response.
Please be advised that the interest rate offered to you was strictly based on your credit report. Additionally, this decision was processed
by a computer generated scoring model, for your privacy and security, and unfortunately, is not negotiable.
If you have not already, we invite you to visit our new and improved website at www.dellfinancialservices.com. We now provide a variety of account information including balance, available credit, and the date and amount of your last payment received. You can even update your
billing address online as well.
Of course, should you have any other questions regarding your account
that are not addressed by our website, please do not hesitate to contact us at (800) 283-2210 or respond by return e-mail. We will be happy to
assist you.
Sincerely,
Samson Gray
Customer Support
Dell Financial Services L.P.
Original Message Follows:
------------------------
That is not what I was told. I thought we had this issue straitened out.
I have NO interest until January 2006. My question was is the interest rate on my statement what the default rate is after January 2006?
When I ordered the computer the first time they told me NO interest until 2006. Then someone called me and told me that I was not going to get the NO interest until 2006. As soon as that phone call was over I cancelled that order.
When Dell customer service contacted me via a survey to find out why I cancelled, I told them. They assured me that I would get the No interest until January of 2006. The order was processed again.
If I'm not going to get the NO interest until 2006 I don't want the computer.
Please forward this to who ever you have to that can fix the problem.
I have already made my January payment, but thanks for the early notice.
Thank you.
Carson
-----Original Message-----
From: US_DFS_Customer_Experience [mailto:Us_dfs_customer_experience@dell.com]
Sent: Monday, December 27, 2004 5:07 PM
To:
Subject: Re: Interest Rate - Acct: 68794501290291XXXX
(KMM9127711I21406L0KM)
Dear Mr. Stewart,
Thank you for contacting Dell Financial Services (DFS) regarding the promotional offer on your account.
Please be advised that the No Interest Until 2006 Option is only available to certain customers who qualify. Unfortunately, you did not meet the requirements for this feature; however, we were able to approve you for the an ex: regular Dell Preferred Account. The decision to not offer you the No Interest Until 2006 Option, as well as determine your interest rate, were processed by a computer generated scoring model. As we are not a credit reporting agency and this is proprietary
information, we cannot disclose our credit review policies.
We would like to inform you that as of today's date, your current account balance is $1488.64. Keep in mind however, that because interest accrues on your account daily, you may have additional finance charges assessed on your next regular statement. The minimum payable amount is
$45.00 which is due on 01/06/2005.
To make a payment, please mail your check or money order to:
Dell Preferred Account
Payment Processing Center
PO Box 6403
Carol Stream IL 60197-6403
Please refer to your 19-digit account number on your payment and have your check payable to Dell Preferred Account.
To make a phone payment to your account, please contact our phone pay department at 1-800-443-1592. Please keep in mind that there is a $10.00 fee for this service.
You may consider our AutoPay program for managing your monthly payments. Under our AutoPay option, your monthly payments are automatically
debited from your checking account. For your convenience, we have included an attachment for the autopay option.
If you have not already, we invite you to visit our new and improved website at www.dellfinancialservices.com. We now provide a variety of account information including balance, available credit, and the date and amount of your last payment received. You can even update your
billing address online as well.
Of course, should you have any other questions regarding your account that are not addressed by our website, please do not hesitate to contact us at (800) 283-2210 or respond by return e-mail. We will be happy to assist you.
Sincerely,
Samson Gray
Customer Support
Dell Financial Services L.P.
Original Message Follows:
------------------------
A user submitted the Contact DFS form with the following values:
Topic: Interest Rate
Name On Account: Carson
Contact Person: Carson
Email Address:
Phone Number:
Account Number: 687945012902912XXXX
Invoice Number:
Service Tag:
Message: When I made this order I was told that there was no intrest
until January 2006. On my first statement it is showing an APR of
28.99%. Is that the default rate after January 1, 2006?
Carson
Tallmadge,Ohio,
U.S.A.
Email String From Dell Customer (NO) Service
#19Author of original report
Tue, January 04, 2005
Dear Carson
Thank you for contacting Dell On-Line Support. I apologize for any
inconvenience this issue may have caused.
The return of the system has been authorized under Reference Number
52753840 . UPS will pick up the package(s). If you need to make
changes to the pick up, please contact UPS at 1.800.PICK.UPS.
As a mail-order merchant, Dell has 30 days from date of receipt of
merchandise to process your credit. Dell operates within those
guidelines to credit your account.
Be certain to ask the carrier for all your return waybill receipts - for all the boxes. This will be the only way of tracking the shipments.
We appreciate your patience, and apologize for any inconvenience.
Please feel free to visit our website, www.dellcustomercare.com , if you require anything further.
Thank you and have a good day.
Original Message Follows:
------------------------
I have tried to contact them. This is what I get when I contact them. It has not got me any where. Who do I have to talk to get a return authorization? After all the calls and emails I have had to complete to try to get this resolved, I have lost my confidence in Dell. I want to return the laptop. I was lied to about the NO interest until 2006 and no one has even tried to help me.
Carson
-----Original Message-----
From: US_DFS_Customer_Experience [mailto:Us_dfs_customer_experience@dell.com]
Sent: Wednesday, December 29, 2004 7:13 PM
To:
Subject: RE: Interest Rate - Acct: 687945012902912XXXX
(KMM9249328I21406L0KM)
Dear Mr.XXXXXX,
Thank you for contacting Dell Financial Services (DFS) regarding the
plan on your account.
We apologize for any inconvenience you feel you may have experienced in
regards to the plan on your account.
As informed earlier, the decision to not offer you the No Interest Until 2006 promotion, as well as determine your interest rate, were processed
by a computer generated scoring model. As we are not a credit reporting
agency and this is proprietary information, we cannot disclose our
credit review policies. However, if you need further clarification with
this matter, please write in to us at:
Dell Financial Services
C/O Customer Service Correspondence Dept.
PO Box 81577
Austin, TX 78708-1577
If you would like to speak with a supervisor, please contact our
Customer Service Department at (800) 283-2210.
If you have not already, we invite you to visit our new and improved
website at www.dellfinancialservices.com. We now provide a variety of
account information including balance, available credit, and the date
and amount of your last payment received. You can even update your
billing address online as well.
Of course, should you have any other questions regarding your account
that are not addressed by our website, please do not hesitate to contact us at the number above or respond by return e-mail. We will be happy to assist you.
Sincerely,
Tina Charles
Customer Support
Dell Financial Services L.P.
Original Message Follows:
------------------------
I think you need to escalate this issue to someone that can fix it, because I am not going to back down.
I was told No interest and I will not be subject to the old bate and switch (Promised No interest and now I have to pay interest) I will get the No interest until January 2006 that I was promised or I will request further assistance from the media and the Better Business Bureau.
Carson
-----Original Message-----
From: US_DFS_Customer_Experience [mailto:Us_dfs_customer_experience@dell.com]
Sent: Tuesday, December 28, 2004 12:43 PM
To:
Subject: RE: Interest Rate - Acct: 687945012902912XXXX
(KMM9169132I21406L0KM)
Dear Mr. XXXX,
Thank you for your response.
Please be advised that the interest rate offered to you was strictly
based on your credit report. Additionally, this decision was processed
by a computer generated scoring model, for your privacy and security,
and unfortunately, is not negotiable.
If you have not already, we invite you to visit our new and improved
website at www.dellfinancialservices.com. We now provide a variety of
account information including balance, available credit, and the date
and amount of your last payment received. You can even update your
billing address online as well.
Of course, should you have any other questions regarding your account
that are not addressed by our website, please do not hesitate to contact us at (800) 283-2210 or respond by return e-mail. We will be happy to
assist you.
Sincerely,
Samson Gray
Customer Support
Dell Financial Services L.P.
Original Message Follows:
------------------------
That is not what I was told. I thought we had this issue straitened out.
I have NO interest until January 2006. My question was is the interest rate on my statement what the default rate is after January 2006?
When I ordered the computer the first time they told me NO interest until 2006. Then someone called me and told me that I was not going to get the NO interest until 2006. As soon as that phone call was over I cancelled that order.
When Dell customer service contacted me via a survey to find out why I cancelled, I told them. They assured me that I would get the No interest until January of 2006. The order was processed again.
If I'm not going to get the NO interest until 2006 I don't want the computer.
Please forward this to who ever you have to that can fix the problem.
I have already made my January payment, but thanks for the early notice.
Thank you.
Carson
-----Original Message-----
From: US_DFS_Customer_Experience [mailto:Us_dfs_customer_experience@dell.com]
Sent: Monday, December 27, 2004 5:07 PM
To:
Subject: Re: Interest Rate - Acct: 687945012902912XXXX
(KMM9127711I21406L0KM)
Dear Mr. XXXXX,
Thank you for contacting Dell Financial Services (DFS) regarding the
promotional offer on your account.
Please be advised that the No Interest Until 2006 Option is only
available to certain customers who qualify. Unfortunately, you did not
meet the requirements for this feature; however, we were able to approve you for the an ex: regular Dell Preferred Account. The decision to not
offer you the No Interest Until 2006 Option, as well as determine your
interest rate, were processed by a computer generated scoring model. As
we are not a credit reporting agency and this is proprietary
information, we cannot disclose our credit review policies.
We would like to inform you that as of today's date, your current
account balance is $1488.64. Keep in mind however, that because interest accrues on your account daily, you may have additional finance charges
assessed on your next regular statement. The minimum payable amount is
$45.00 which is due on 01/06/2005.
To make a payment, please mail your check or money order to:
Dell Preferred Account
Payment Processing Center
PO Box 6403
Carol Stream IL 60197-6403
Please refer to your 19-digit account number on your payment and have
your check payable to Dell Preferred Account.
To make a phone payment to your account, please contact our phone pay
department at 1-800-443-1592. Please keep in mind that there is a $10.00 fee for this service.
You may consider our AutoPay program for managing your monthly payments. Under our AutoPay option, your monthly payments are automatically
debited from your checking account. For your convenience, we have
included an attachment for the autopay option.
If you have not already, we invite you to visit our new and improved
website at www.dellfinancialservices.com. We now provide a variety of
account information including balance, available credit, and the date
and amount of your last payment received. You can even update your
billing address online as well.
Of course, should you have any other questions regarding your account
that are not addressed by our website, please do not hesitate to contact us at (800) 283-2210 or respond by return e-mail. We will be happy to
assist you.
Sincerely,
Samson Gray
Customer Support
Dell Financial Services L.P.
Original Message Follows:
------------------------
A user submitted the Contact DFS form with the following values:
Topic: Interest Rate
Name On Account: Carson
Contact Person: Carson
Email Address:
Phone Number: (XXX)XXX-XXXX
Account Number: 687945012902912XXXX
Invoice Number:
Service Tag:
Message: When I made this order I was told that there was no intrest
until January 2006. On my first statement it is showing an APR of
28.99%. Is that the default rate after January 1, 2006?
-----Original Message-----
From: US_CAG_Customer_Care [mailto:US_CAG_Customer_Care@dell.com]
Sent: Friday, December 31, 2004 3:23 AM
To:
Subject: Re: #issuenotlisted-Leasing/Finance Question
(KMM9318404I21406L0KM)
Dear Mr. XXXXX,
Thank you for contacting Dell Online Customer Care.
I apologize and truly regret any inconvenience or frustration this
matter may have caused. Please be advised that Dell and Dell Financial
Services (DFS) are two separate entities and maintain separate records.
Please understand that we are not accessible to your DFS accounts.
Because your request concerns your financial account, I am unable to
access the necessary files to assist you with this request directly.
Please contact Dell Financial Services by any of the following contact
methods:
Phone: 1-866-796-4817
Email them by visiting the following link:
http://dfs.us.dell.com/Service/Contact/disp_ContactDFS_View.asp
Or visit:
www.dellfinancialservices.com
At the above link, you can set up an account profile, immediately change your address, determine the current amount due, receive a payoff quote,
and read the FAQ?s to receive answers to some very common questions.
Once again, I apologize and truly regret any inconvenience or
frustration this matter may have caused. We value you as our customer
and your satisfaction is very important to us.
In case of any discrepancy, please reply. I would be glad to assist you.
If you need any further assistance please contact us at:
www.DellCustomerCare.com
Respectfully,
Philip
REP ID 67052
12:00 P.M. CST to 9:30 P.M. CST Monday- Friday
Dell Online Customer Care
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.
* * * * * * * * * *
Visit the NEW Customer Care Website! http://www.DellCustomerCare.com
* * * * * * * * * *
Visit the Dell Community Forum!
http://delltalk.us.dell.com
* * * * * * * * * *
Visit Dells Technical Support Center! http://support.dell.com/EmailDell/EmailDell.aspx?c=us&l=en&s=dhs&validat
e=true
Original Message Follows:
------------------------
* * * PLEASE DO NOT CHANGE THE SUBJECT WHEN REPLYING * * *
*** This is a feedback Message from the Dell Online Communications
Center. ***
******************************************************************
Customer Information:
***********************************************
Requesting Organization(Empty for DHS) =
Name = Carson
Customer Number = 493853XX
Requestor E-Mail =
Contact Phone =
Service Tag =
Order Number =
Issue Category = Leasing/Finance Question
***********************************************
Problem Description:
I am not getting the NO interest until 2006 that I was told. DFS is
giving me a hard time. If I can't get the NO intrest like I was told
when I ordered my laptop I would like to return the laptop for a refund.
***********************************************
Sent To: us_csd@dell.com
Referring URL:
Date Submitted: 12/31/2004
Date Received(K): 12/31/04 01:41:00 AM
Carson
Tallmadge,Ohio,
U.S.A.
two email strings
#19Author of original report
Tue, January 04, 2005
I have two email strings that I will be posting here. One is a string to Dell Financial Services. The other a string to Dell Customer ( NO) Service.
S.n.
Bucyrus,Kansas,
U.S.A.
send all of this information to the Ohio Attorney General's office, the Texas
#19Consumer Suggestion
Wed, December 29, 2004
I suggest that you send all of this information to the Ohio Attorney General's office, the Texas Attorney General's office and the FTC. If you have the original information on the "no interest" plan make sure you send that along. I have twice purchased Dell laptops for my business but I charged them to an existing credit card and paid the balance when the charges came in. After everything I have been reading about Dell and it's lousy customer service and blatant lies, I don't think I'll be looking to purchase any more Dell computers. If they are going to treat charges customers this way, then what happens if I have a problem with my computer and need to have it returned or repaired?