- Report: #168492
Complaint Review: Dell Computer - Round Rock Texas
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Dell Computer
One Dell Way Round Rock, 78682 Texas, U.S.A.
Phone:
800-274-3355
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Dell Computer Ripoff Sold defective laptop won't send replacement, on hold 5+ hours Round Rock Texas
I picked up a Dell Inspiron laptop as a Christmas present. It was an excellent deal, or would have been if it was working properly. It arrived not to the address I requested, but my home address. This was a Christmas present, so the surprise was spoiled!
Since it was already spoiled, we opened it up right then. Good thing too as you have 21 days to get a replacement at your choice if something was wrong and there was. There's a 2 to 3 inch long line of blue running from the bottom of the screen upwards. I called the # on the packing list. I must have been transferred at least 8 times. In all the call took 98 minutes (I looked at the timer on the phone as I hung up). But they said they'd get a replacement right out - that was what I wanted.
Two weeks went by and no word about the replacement. I tried to lookup the Case # and Dispatch Reference # I had been sent in email but got errors on the Dell website when I did. So I called them from work. Once again I was transferred from person to person. Each time being asked for the customer or case #, my name, my phone number, and my email address. Turns out that in my previous transfer/hold session 2 weeks prior, the last transfer was to the wrong department, Large Business Systems.
Anyway, my PERSONAL account is with Small Business. Since Large Business did not sell the laptop initially, they weren't going to send out the replacement and cancelled the order. BUT they didn't bother telling anyone. Gee, why ask for my phone number and email address OVER and OVER and OVER, if you aren't going to bother to use it. In all this call took over 5 hours - I'm not kidding either. Actually it was multiple calls because 1 time, a "rep" was going to go read the case notes, and never bothered to come back after 45 minutes. Wish I had that name. But they are going to put in the new request, and send it to the "area manager" for approval to be expedited since it was a Christmas present and
Well that was last week. Today I go check the status and I get errors trying to look it up. OMG, I've seen this before. I call and again get transferred around. Got transferred to the wrong department again today. How is it that Dell can't figure out the right department for an Inspiron laptop.
Today they sent me to Dimension Tech Support. So where's the replacement. We don't really know. One is supposedly "being built". So here it is almost 3 weeks later, less than a week until Christmas, and the laptop is nowhere to be seen. Thank you Dell for making this such a wonderful christmas. I won't forget it. But what you can forget about is my telling others to buy Dell. In fact, I work for a HUGE multi-national wholesaler with over 17000 employees in the IT department. You can be sure I'll be telling everyone around here at HQ what type of treatment I got from Dell. I've already started actually.
Robert
Gloucester, Virginia
U.S.A.
Since it was already spoiled, we opened it up right then. Good thing too as you have 21 days to get a replacement at your choice if something was wrong and there was. There's a 2 to 3 inch long line of blue running from the bottom of the screen upwards. I called the # on the packing list. I must have been transferred at least 8 times. In all the call took 98 minutes (I looked at the timer on the phone as I hung up). But they said they'd get a replacement right out - that was what I wanted.
Two weeks went by and no word about the replacement. I tried to lookup the Case # and Dispatch Reference # I had been sent in email but got errors on the Dell website when I did. So I called them from work. Once again I was transferred from person to person. Each time being asked for the customer or case #, my name, my phone number, and my email address. Turns out that in my previous transfer/hold session 2 weeks prior, the last transfer was to the wrong department, Large Business Systems.
Anyway, my PERSONAL account is with Small Business. Since Large Business did not sell the laptop initially, they weren't going to send out the replacement and cancelled the order. BUT they didn't bother telling anyone. Gee, why ask for my phone number and email address OVER and OVER and OVER, if you aren't going to bother to use it. In all this call took over 5 hours - I'm not kidding either. Actually it was multiple calls because 1 time, a "rep" was going to go read the case notes, and never bothered to come back after 45 minutes. Wish I had that name. But they are going to put in the new request, and send it to the "area manager" for approval to be expedited since it was a Christmas present and
Well that was last week. Today I go check the status and I get errors trying to look it up. OMG, I've seen this before. I call and again get transferred around. Got transferred to the wrong department again today. How is it that Dell can't figure out the right department for an Inspiron laptop.
Today they sent me to Dimension Tech Support. So where's the replacement. We don't really know. One is supposedly "being built". So here it is almost 3 weeks later, less than a week until Christmas, and the laptop is nowhere to be seen. Thank you Dell for making this such a wonderful christmas. I won't forget it. But what you can forget about is my telling others to buy Dell. In fact, I work for a HUGE multi-national wholesaler with over 17000 employees in the IT department. You can be sure I'll be telling everyone around here at HQ what type of treatment I got from Dell. I've already started actually.
Robert
Gloucester, Virginia
U.S.A.
1 Updates & Rebuttals
Robert
Gloucester,Virginia,
U.S.A.
Clarification
#2Author of original report
Mon, December 19, 2005
Just to clarify... the company I work with has 17000 employees. I work in IT. There are not 17000 employees in IT. Geez, that would be big...
