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Very POOR Experience with Dell Customer Service
Ordered a laptop in July of 2016 and charged it to my Dell Preferred account and paid off my Dell Preferred account sometime this year 2017 so I didn't no longer have to worry about paying an additional bill.
However in the recent month or 2 without ANY NOTICE not a letter, not an email NOTHING. Except for an email I received which Dell attempted to say I didn't pay the invoice for my laptop but I did and I provided a screen shot of my account and they responded back word for word the following:
"Thank you for the proof. I will make a note on the account stating that the invoice was charged to your Dell Preferred Account."
After this i thought it was handled but after about 2 weeks went buy and suddenly got notice that my auto payment failed and I was charged a late fee. My auto payment then automatically adjusted itself to $75 and withdrew from my bank account automatically.
After checking my account and once again seeing this large dollar amount. I got frustrated with this situation and gave Dell Preferred Customer Service a call Monday 6/19/2017. After explaining the situation over and over again because the customer service representative kept coming up with excuses repeatedly with different excuses and left me on hold for probably an hour. So after about an hour or so on hold they finally said a case has been created and that someone would call me within 24 hours.
Well after about a few hours of being on the phone with Customer Service Rep #, someone else gave me a call and began to talk about a topic i didn't quite understand.... they seemed to be confused as well and so I re-explained my situation again and they said that the case itself didn't include all the details... So not only did Customer Service Rep #1 didn't do their job and provide enough detail for this case but I am here wasting more of my precious time. This one stated that there was some kind of mistake on their end and that it was my fault and just when I thought I was going somewhere she didn't do anything about the added charges instead she also told me yet again that someone would call me within 24 hours.... Well it is beyond 24 hours and it is 9:53 EST on a Tuesday evening.
This experience has just been so frustrating and my time has been wasted and I am being GREATLY overcharged for a product I bought in 2016. Hopefully soon someone who knows what they are doing will contact me.... but after this I will no longer be spending my personal money with DELL as well as my company's money which has spent well over $80,000 in the past couple years alone.
Dell-Sahana R
3 Apprentice
3 Apprentice
•
263 Posts
3
June 21st, 2017 02:00
Greetings,
Thank you for bringing this to our notice and I regret the overall experience. As a support based team, I have limited options to access your Dell preferred account due to security reasons. However, I will be able to contact you on your behalf and assist you further. Please share any order number associated with your account, registered name on the account and your email address.
You could send us a private message by hovering the mouse pointer over my username, and adding me as friend.
da1122
5 Posts
1
June 22nd, 2017 14:00
Going on 4 days.. still no actions have been made to my case. However I received a call from DFS late last night about some kind of promotion being applied to my account and confused I had to re-explain myself about my situation yet again to another person who works at DFS Customer Service. She said she would call me after doing some more investigation within 24 hours so still waiting for that phone call. She has a few more hours before that 24 hours is up.
Then I received a call from some lady from Dell not Dell Preferred Support this time gives me a call who has called me 100 times before trying to sell me extended warranty for my laptop at a discount price. She was EXTREMELY pushy and even tried to trick me into it the first time by going straight to asking for how i would like to be billed for the warranty.... I know this is an official Dell staff member because they were able to confirm my laptop service tag without me having to say anything.
Anyway still waiting for the Dell Preferred Support lady to contact me back about my REAL issue.
Dell-Sahana R
3 Apprentice
3 Apprentice
•
263 Posts
0
June 23rd, 2017 00:00
Greetings Dylan,
I understand your concern and this is really not what we want our customers to go through. I will inform our financial experts to reach out to you on priority.
Thanks,
Sahana
da1122
5 Posts
3
June 27th, 2017 10:00
I've been buying from Dell for a few years now only this time on my personal account. Typically at my company I've spend thousands with Dell and in the past 3-4 years we've spent well over $80,000 on DELL. However with this experience I have received with Customer Service and they've refused to refund the full amount they overcharged me and admitting they made a mistake but still making me pay a large sum of cash for their MISTAKE and an amount of cash that was never shown on the invoice at the time of purchase. I will be most likely never making another purchase with DELL personally and for my company as I do not want my time wasted at my place of work or my personal life and soon will be closing my Dell Preferred Account.
da1122
5 Posts
3
June 28th, 2017 10:00
Dell is a complete disaster and hundreds of people replying to the Facebook post share similar experiences. One news station even contacted me and several others on Facebook reaching out for our statements. Clearly Dell's poor Customer Support is getting lots of attention.
I am honestly about to ship my computer back myself and demand a refund.
KGV
3 Posts
3
June 28th, 2017 11:00
DA1122 thank you for sharing that information with me. It"s actually good to know that people are speaking up to be heard and not getting swept under the rug with the unsatisfactory solutions dell is trying to hand out in hopes that these issues go away without actually helping the customers with the actual problems they have with dells poor business practices. If possible could you please send me a link to the facebook post to me via Private Message it would be greatly appreciated.
miked_11
2 Posts
3
February 13th, 2018 15:00
Here is my recent experience...
My recent negative experience with Dell. I ordered a laptop to an address where I was visiting. The Fedex person tried to deliver but I wasn't there. Dell has a contract with Fedex where they can't drop off at the local Kinko's/Fedex. When I offered to pick it up from the Fedex warehouse, they say I must have a government ID where my address on the ID matches the delivery address!!
I refused to accept the shipment and Dell wants to charge a 15% restocking fee! This is the very definition of an unethical business. It is only a matter of $30 or less. If it was Amazon.com, Costco or Nordstrom, they'd go out of their way to make it right for the customer. Apparently, at Dell, the motto is "we're right and the with the customer".
Will never do business with Dell again
"Dell globally requires a signature for the package and for Fraud reasons the name on the order needs to be verified against a government ID. As per Dell’s Terms and Conditions of Sale, Dell Financial Services will charge a restocking fee of 15% of the purchase price paid if it is not a direct result of Dell’s error. Returns for incorrect address or delivery refusal will result in a 15% restocking fee. Unfortunately, we are unable to process a full refund on the order."
beamermt79
2.3K Posts
1
February 13th, 2018 15:00