Dell ripoff unauthorized charge to credit card fraudulent ripoff business Round Rock Texas
I've been in the real estate develeopment business for over 25 years and thought I'd seen everything. This company is so screwed up I can't believe the SEC has not gotten involved.
Around 8:00 PM one evening, I called Dell Computer and asked for a quote on a system. They kindly emailed a quote asap. Upon the emails receipt, I contacted Dell with additional questions regarding the configuration and timing of delivery etc.. I was informed that (1) there was a current wait of 4 to 7 day delay for getting into the "manufacturing pipe line" and that upon completion the computer would be delivered in 7 to 10 days there after. I was also told that I could get into the pipe line if I gave them a credit card number. This would assure me that if I did decided to purchase a unit, I would not loose any time. Of course this would not commit me to purchase, that could only be done by me calling back to authorize the order. This sounded good, however this is where Dell showed their real colors.
The next morning, feeling a little uncomfortable that I had given out a credit card number for a computer I was not yet ready to purchase, I decided I better call Dell and make sure that they won't accidently build me a computer. I was informed by the telephone agent that "my" computer was already being manufactured. I was blown away. I explained my conversation with the other sales agent from the previous evening and was quite upset that Dell had processed an order which was not an order.
She explained that she did not understand what had happened, however the only way for me to get a credit back to my credit card company was to process a "refusal". This is where I am supposed to refuse (not accept) the computer boxes when they arrive.
I explained that this was not only unacceptable and fraudulent behavior, it was stupid business. Build a computer, then ship it out to then only have it refused. (The SEC should investigate the company for being stupid too
5 weeks later I receive a call from the local post office that they have 2 boxes for me from Dell. I tell them to send them back. They ship the boxes back to another postal station where they are to be picked up by Dells contracted shipping agent. Keep in mind that Dell has never called me. I have called them no less than 20 times to find out what's happening so I can get my money back.
Now I find out that the contracted shipping agent only picked up 1 box rather than 2 from the post office, and lo and behold nobody can figure out where the computer is. However, Dell still stands with there policy that they will only reimburse their fraudulant charge when they receive the computer back.
After numerous contacts with their own shipping agent, who cannot believe the hassle Dell has put me through, the shipping agent is working to find out where the missing box is.
Finally having had it up to here with not getting any call-back from Dell, I called Dell and demanded to speak to a supervisor. This time I said I would not acceot a call-back. I would rather wait on hold for the 20 minutes for real person.
I finally spoke to and explained that I had been screwed around for as long as I could stand it. And that I was absolutley amazed that the customer service division of a publically traded company was worse than anything I had ever seen in my business carrier, no joke. The gentleman said he would look into it and call me back. Guess what? . . . that's right he didn't call back.
I had to call 4 times to get through to a person to speak with who then spend 20 minutes reviewing the case history. He followed up with the original supervisor and passed along a message that a credit was being processed to my account, because they were satisfied that the box was lost. Never mind that the computer was never ordered.
I've contacted my company attorney and the credit card company that Dell charged to. Now that I've spent numerous hours, disjointed days of interupted work to follow up on the issue for Dell, (they are obviously too busy to do such menial labor) I have decided that when asked where to purchase a computer, my response will be "anywhere but Dell".
Jon
El Dorado Hills, California
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1 Updates & Rebuttals
Scot
Newport News,Virginia,
Be Aware!
#2Consumer Suggestion
Mon, August 19, 2002
Gee Wiz, what a story! Having worked for a major computer manufacture similar to Dell; allow me give some advice.
Some of the sales personnel that you deal with over the telephone may not be the most honest (to put it nicely). Some of these folks are on their last leg hanging onto any sale they can get. My best guess is the sales professional, or not so professional, was under extreme pressure from either Dell or the outside contractor he was working for to produce sales. Who knows, maybe it was his last week and he wanted to get whatever commission he could out of you.
Whatever the case was with the sales rep, Dell should have taken responsibility for your situation.
I would recommend that you ask around and locate a small, local computer store in your town to buy from. You might have to pay a bit more, but you will be dealing with one person that has a local reputation to worry about so I would imagine the service would be much better.
As for those of us that do business over the internet and phone: don't take it for granted that just because you are dealing with a national company that you are protected. All it takes is one unethical sales rep to trick you out of your card number and process that order.
My guess is that you are not the only one this has happened to. As long as there is a huge pressure to make sales and you have a large group of anonymous reps, things like this are going to happen --- Be Aware!