Complaint Review: Dell Computers/Dell Financial Services - Naperville Illinois

Our problem with Dell began in Mar 08, when my daughter began having problems with her Dell laptop while away at college. I tried to arrange for the in-home service repair which I paid for in case such a problem occurred when she was away at college. I was able to speak to several Dell Customer support employees that stated they would set up repair service for her laptop. Even after numerous calls and promises to schedule repair for the laptop, We never recieved service and noone ever called her as they had agreed to do to set up appointment. In Mar' 08, I bought her a new Dell laptop from Bestbuy in Arlington, Tx and she was to bring the non-functioning laptop home so that I could send it in for repairs after numerous telephone and email contacts with us having to explainto Dell that we could not repair the laptop over the telephone with them because nothing would ever come up on the screen we sent the laptop to them for repairs. When we had not recieved the laptop back from repairs after several weeks we began to call use the internet to try and resolve the problem. Dell admitted to having rceived the computer on 20 Jun 08, but stated that it was lost in Jul '08. We had to endure hours of waiting on the phone for someone to help us locate the computer . We have documented times of being on the telephone for hours while being juggled from one department to another with Dell customer and technical support people hanging up and when we would call back, There was always an apology for being cut-off , even though it continued to happened during the return calls. We had promises That Dell would get back to us within peiods of one to twenty four hours and none of the promises were kept. We always had to initiate the contact. Finally, on 4 Aug 08, a Dell representative admits that they re-registered my laptop after it was refurbished and that they sent it to another customer ( the way I was always taught was that an act such as that constituted theft). Now they have given me A reference number and want me to wait 16 more business days for them to find and send me a similar re-furbished laptop. (Hope they don;t take someone else's) To make all of this really worse, the new laptop that we bought from Bestbuy was defective and our daughter was sent from the Geek Squad in Arlington, Tx at Best buy back to Dell because of their disagreement over who was responsible to repair the "brand-new Dell laptop". Finally, we had our daughter bring the new computer to her home town in Texarkana where an adult was able to go with her to the Geek Squad for assistance and where we found out that indeed the problem was on Dell's end andd that laptop had to be sent back for repairs. Now, I have a daughter away at college with no computer or laptop while we struggle to resolve this issue with Dell. This is a sad state of customer loyalty and service from Dell and after having admitted they re-register the original laptop and let it go to another customer they want me to wait until they can find a laptop to send to me. I cannot believe that they have the audacity to ask us to wait even 3 days after what they did and what they put our young daughter through and the 6 weeks of stalling us about the first laptop sent for repairs.

Can someone help us, I believe what they did was theft and what they put my daughter through was nothing but humilating and it appears that there has been enough Dell customers that have went through this hell to file a class action suit. Can anyone help, truly help. I have experience anger, frustration, elevated blood pressure and sleepless nights on the computer or phone with Dell "Alleged Customer support". Not even funny that I just got off the phone with a young man that went through similiar problems and everywhere I go and they hear about the situation they describe similar experience with Dell.

Reta

Texarkana, Texas

U.S.A.

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