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Dispute resolution
I contacted "customer service" to make them aware that they are trying to charge me $31.914 and for some reason sent it to collections. My account invoice shows $0 owed. Talked to 3 people. The first person was no help and give me 2 numbers to call. One was disconnected and the other was for a store (not a Dell store). The second person confirmed that I owed nothing but would not pass me on to a manager. I told the last person to pass me on to a supervisor. Apparently there are no supervisors where they are located.
YEG-AB
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November 22nd, 2022 16:00
DELL-Cares
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November 22nd, 2022 17:00
Sorry for the inconvenience. Please private message us for further assistance.
-Sahana
DELL-Cares
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November 23rd, 2022 08:00
Hi,
I haven’t heard from you since our last conversation. Could you provide the order #, the registered owner's name along with a brief description you're trying to reach out to the phone support? I'll have it checked right away.
-Susanna
YEG-AB
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November 24th, 2022 04:00
I am now up to speaking to a 6th person and have wasted 3-4 hours of my own time trying to resolve this. I do not think anyone would agree that this is a good example of great or even adequate customer service. I don't owe anything but for my own peace of mind, I can pay you (via PayPal) whatever you claim I owe just to have this awful experience done with. And no, I will not wire 31.914 (whatever currency) to a bank in Texas.
YEG-AB
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November 24th, 2022 16:00
Thank you for sharing the details.
I have reviewed your case details, and found that yes there is a pending charge on your account. I can see our collections team has contacted you to make the payment.
I have also asked them to contact you again, and settle the account as per your expectations.
Also, you will be received a call from Supervisor regarding the same.
Thank you for understanding.
11-24-2022
Thank you. Does DELL acknowledge that the first email I received was NOT professional as it had errors? Second, could you please clarify where in our world is this correspondence coming from? Third, when should I expect a call? My daily calendar is packed but I will try to find the time for the call.
Last, 2 out of the 5 customer care people I have spoken with have indicated that this has NOT been sent to collections and now I am getting a different story from you! Could you please double-check with a manager and to see if this is in deed in collections?
YEG-AB
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November 24th, 2022 17:00
Thank you. Could you please send me some days and times that your manager's available and I will choose a time that works with my schedule. FYI, the item that I ordered showed up almost 1 year after it was placed. I ended up purchasing one from a store near me. Yes, I should have done that from the beginning. Hindsight is 20/20. Perhaps the call from a Canadian manager will come next Christmas at this point who knows? It has now been days. I would like to say that I am surprised but then again that is just how this has to go.
DELL-Cares
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November 25th, 2022 11:00
Hi,
I haven’t heard from you since our last conversation. As I do not have the order details, I wouldn't be able to assist you further, I'll be closing the case for now, if you still need our assistance, we are here for you our support team is available Monday to Friday.
-Susanna
YEG-AB
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November 28th, 2022 19:00
Thanks Susanna,
I am confused by your reply. I think you need to review my correspondence with DELL. In doing so, you will see that I did respond, and a different representative responded with the following.
Thank you for sharing the details.
I have reviewed your case details, and found that yes there is a pending charge on your account. I can see our collections team has contacted you to make the payment.
I have also asked them to contact you again, and settle the account as per your expectations.
Also, you will be received a call from Supervisor regarding the same.
Thank you for understanding.
I have repeatedly asked to speak to a supervisor for days, and on different days I get someone else messaging me. Absolutely no coordination in the support team's approach to customer service. Your response to me proves that. But yes, please consider my concerns and my case closed. Like I said before, I would pay whatever just to be done with this nonsense and DELL. I did, and now I would like to be left alone. Good luck to you and to DELL. That said, DELL customers deserve better than what they are getting. On the bright side, I will not make any further purchases from DELL, and I am happy for that. Good luck to everyone else and their journey with the "support team".