Unsolved
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61 Posts
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2675
poor customer service
I have been trying for 2 days to purchase a dell computer online. I am trying to purchase a Alienware M17x r3. I was unable to access dell financing online so I contacted a service rep who took my application over the phone. I was approved for financing which I intended to use then supplement with personal funds. When I realized that the item I was about to pay for had all the specs I wanted except for the 1920 x 1080 wled display, I informed the rep that I needed to reconfigure my item as I was unable to get the same item with the upgraded display and still use online coupons I had found. (thus jacking up the price $900.00). I then found the outlet store where I found the computer I was looking for with the specs I was looking for. I put it in my cart and viewed the details of the computer to verify that this was indeed the correct specs. A copy of that page is here. Alienware M17x R3 Certified Refurbished - SA System Price: $1,839.00 Processor Processor: Intel Core i7-2720QM processor (2.20 GHz with Turbo Boost 2.0 up to 3.30 GHz) Operating System Genuine Windows 7 Home Premium Base Alienware M17x R3 Laptop Hard Disk Drive 256GB Encrypted Mobility Solid State Drive Memory 8 GB DDR3 SDRAM 1333MHz (4 DIMMs) Media Bay Blu-ray Disc (BD) Combo (Reads BD and Writes to DVD/CD) Video 1.5 GB GDDR5 Nvidia GeForce GTX 460M System Color Soft Touch Stealth Black Laptop Screen 17.3 inch Wide FHD (1920 x 1080 60Hz) WLED Display Laptop Battery 9 Cell Battery Network Interface Card Intel 6250 Wireless-N (2x2) Half Mini-Card Bluetooth Wireless Dell Wireless 375 Bluetooth Module Keyboard Internal English Single Pointing Keyboard Hardware Upgrade 210W/240W switchable Slim 3P A/C Adapter 125V Power Cord Software Upgrade Genuine Windows 7 Home Premium 64-Bit Operating System DVD 64BIT Operating System Then I went to pay for said computer. Come to find out the financing was unavailable online. I started a chat with A CUSTOMER SERVICE REP And he was no help. He stated that because the outlet store was unavailable on the weekends he could do nothing to help me purchase this computer. I was also unable to pay with other financing options, paypal ect.. I was then transfered to a operator who was supposed to assist me with my purchase. She stated that she could also not help me. She stated that she did not want to transfer me to a dept. where nobody would be available. Mind you I had been attempting to purchase this item for 2 days now, both during business hours and after hours as purchasing a dell computer online appears to be an all day experience. After all my conversations with dell customer service reps and the operator I was upset and wanted to file a complaint. The operator then seemed to not care about my problems, (of becoming a dell customer), anymore and sent me to an automated system that basically told me that it could not take my complaint and to check the website. Well here I am. After going back to the outlet store to attempt to purchase the item again, it appears that it is no longer available. Pretty sure becoming a dell customer was not meant to be. ________________________________________________________
hrova
2.2K Posts
0
July 3rd, 2011 14:00
Sorry to hear you're unhappy, but this is a user to user forum. We can't solve your issue.
Also, just FYI..... Posting the same thing several times is not necessary and generally considered poor forum etiquette.
ian dalm
61 Posts
0
July 3rd, 2011 15:00
hrova, thanks for the reply. My intention was not to post several times. The mod had deleted one of my posts so I edited it and re-posted it. It may have at that time been posted twice as I edited it twice. Sorry about that. Also before you imply that you speak for all users you could see the true nature of my post was to file a complaint when other means, including their own website were futile. I'm sure WE can come up with a solution to file a complaint and get a response from Dell regarding my situation, but maybe YOU cannot help me.
ian dalm
61 Posts
0
July 3rd, 2011 16:00
Therein lies my problem. Unresolved issues requires you to have a order number or something of the like. I have been trying to pay online with dell financing for over 3 days now. I am already approved and want to take advantage of delayed interest on the charges. The customer service here is already a problem, not sure I still want to be a dell customer now.
ian dalm
61 Posts
0
July 3rd, 2011 16:00
Exactly.. appears the system is not available anymore anyways as it was in outlet store..
hrova
2.2K Posts
0
July 3rd, 2011 16:00
Fair enough... There are plenty of options out there.
hrova
2.2K Posts
0
July 3rd, 2011 16:00
Your first post didn't really ask a question..... If you're looking for an official means to complain to Dell, Dell has none.
You could use the Unresolved Issues link at the bottom of this page, but it is not a complaint mechanism. It is there to help people who have issues with Dell that they would like resolved. Since you seem in a rush, I doubt it will make a difference for you. Your case does not sound like they are not willing to work with you, but rather that the Dell offices you need are closed for the long holiday weekend.
As far as a practical solution, I'd recommend just using a normal bank credit card. I've ordered several things from Dell online (including the outlet) and never had an issue paying that way.