I returned a laptop almost 2 MONTHS ago and have still not received my refund. The first promise was "under 30 days", then 2 weeks ago was "3-5 business days".
DELL customer service is the worst I have ever experinced from any company. Dealing with waiting forever to speak with someone and then receiving zero resolution is untolerable.
How can a massive corporation withhold due money from a person with a tight financial budget? If I return anything to any business in-person, the business refunds me on the spot! It's unethical at best. Dell forvever lost business from me and anyone I know.
Thanks for your offer but it is cloaked with so much discouragement and sounds like the same offer that the other moderator made and never followed up on that I will cut my losses and not waste any more time trying to resolve the matter directly with Dell.
I certainly understand that this is a user to user form and had literally over a thousand posts to the form to help others over the years but often saw moderators that helped resolve issues that were seemingly exceptions to the regular ordering and fulfillment process. This seems to be such a case as your website accepted the system configuration but the people that assemble systems could not build it and the customer service people could only tell us that our order was canceled and not tell us exactly why. Without knowing why we could not reorder. Then Dell went ahead and submitted an order without notice and with a silly configuration of the lowest performing and priced disk controller and the highest performing and expensive mechanical hard drives. It just makes no sense and customer service has been utterly useless.
Unfortunately the many posts on the forum today suggest the poor customer service is becoming common place and so perhaps that is why the forum moderators have backed off from trying to step in and help customers as well as learn why the website center the order in the first place and correct it so that it does not happen again.
Disappointing but no longer surprising.
disk controller with the highest performing and expensive
Since your purchase would normally be classified as a company and not an individual. As I mentioned previously, I do not have expertise in company orders. Those accounts have a Technical Account Manager assigned to them. The TAM is responsible for the customer's account, and therefore would be the person to contact regarding your issue. As I offered before, if you contact me privately, I'll look into finding your TAM so you can get this resolved.
@Dell-RobertP What did you do with your post that said Dell can "keep the item you returned if you refuse delivery and not refund you". Why did you remove it? I would like you to post it back up...
I just looked at the order again online and it appears as though Dell has re-sent the PC back to us without even speaking to us!!!??? What the heck is this company doing? We sent it back requesting a refund! We do not want it sent back to us!!!
Hi Cathaleen - Just another customer going through DELL's customer "care" wringer. I was struck by the posting of the return policy. I also have a system that was shipped to me without my authorization, under an identical tracking number and packing slip. Shipper says I need authorization from DELL for it to go back. I don't know how I am going to do that without them tying it into my original order and trying to charge me for return shipment.
Sorry to hear it. Dell is truly scraping the bottom of the barrel these days. This business of asking for confirmation for delayed orders I understand yo be due to some regulatory requirement. But this business of canceling your order, notifying you that it was canceled, and the creating an order for a different configuration without telling you and then telling you that refusing a shipment of something that you did not order is just plain shifty business. Dell has been in hot water before with my state regulators and it looks like they are pushing the limits of decency and common sense with this sort of behavior.
And for the moderator to assume that we have some special sort of contact person at Dell 'managing' our account is just absurd. If we had to talk with a salesman then we probably would not buy anything. We rely on the website for information and placing orders. The website has many configuration checks to prevent ordering systems with incompatible combinations of options. Clearly their site failed with evaluating my order and so did their procedure for dealing with this possibility. They must not have ever thought it was possible to accept an order that could not be built and so fell flat on their faces with communicating the source of the problem. And instead of trying to learn from this and fix it so that it does not happen again they are unapologetic, unresponsive, and down right rude and unpleasant. The amount of time that we have spent on this order, the cost to our business for the over one month delay with this project, and the expense in our next step of engaging our 'people' (not sure what term is acceptable to the forum rules) to take this matter to the next level is astounding. I thought that the Server division was the last money maker for Dell, the only department to have Americans running the show, but so far I have yet to have heard an American customer service person but instead only heard from poorly trained and uncaring foreigners. Can't blame them for they are probably underpaid and overworked but blame Dell for putting those poor soles into a job that is designed to fail, and for showing their customers how little they care about them.
Sorry to hear of your problems as well. I have purchased computers several times
I'm sure that the entire company will be looked at in the near future. They are purchasing a large company, EMC, in Massachusetts. Makes you wonder!!! AG's of states may be interested in these types of consumer issues. Consumer laws here state that if someone sends you something you never ordered, you are under no obligation to them, financially or otherwise, and may do whatever you wish with the item.
Customers should stop dancing to DELL's poor customer service tune and check what protections they have. No company should be allowed to treat their customers this way.
Sorry, left a sentence hanging. What I meant to say is that I have purchased systems over the internet several times over the years without a hitch. None were from Dell, and, there will never be another.
I will certainly contact my State consumer protection agency as well as the Federal consumer protection agency. I had not reported to the Federal government before and so very much appreciate that suggestion. As for reporting the item as stolen to the police I am unsure if the Police would take that report since the computer it is known to be in the possession of Dell per the FedEx return tracking. Guess it can't hurt to try. What is another wasted hour on top of the scores of hours already wasted on trying to buy a computer from Dell.
Love that the moderators here say they are not substitutes for 'customer service'. I don't need a substitute, what I need is customer service itself. Dell simply does not offer customer service, at least not one that when faced with an request that is too complicated for them to comprehend they simply stop returning called and emails, just like the forum moderators that say things to absolve themselves of responsibility. Dell seem to have decided that it is better to simply not help customers who get stuck in the web of their half baked policies and let the customer grow more and more angry and upset to see what might happen next. Given what I read in the news these days that seems like a dangerous game to play.
Still in utter belief that Mr. Dell has outsourced his own president's office support team. It is a terrible reflection on him to choose support people that admit they can not explain why an order was canceled or help to replace it, and that do not call back on the phone or write back to emails. I don't blame those off shore worker as they are probably just doing what they are told to do by the corporate office, I blame Dell management for deciding that it is OK to treat customers like this.
Will contact those government agencies now... certainly can't hurt. And at very least it will make Dell have to waste their time responding to those complaints like they have wasted my time with my order.
Normally, this would work, if DELL even bothers to respond. In my case, (posted elsewhere under "Shipped duplicate system", it will not. There is no other order number associated with the duplicate system except mine. The shipping label/FedEx tracking, is also a duplicate, as is the packing list. Entering it into the return system, getting a label, and shipping it back will most likely cause DELL to believe I am shipping the computer that I purchased back, and result in a restocking fee. I found elsewhere on the site that there is a holiday timeframe that started Nov. 2, and ends in mid-January, for free return shipment. I don't know how this plays into it, and this is why a person who both speaks and understands English, and can unravel the duplicate from my customer number is needed. I won't hold my breath!!
I would be interested to know if the fact that DELL has been trying to sell off the PC end of their business before their purchase of EMC has any bearing on this horrible customer service. The company has huge debt associated with this upcoming purchase. There is a lot of information out on business/tech news sites regarding this. Apparently, HP turned down DELL.
mikebendo
1 Message
0
December 1st, 2015 10:00
Robert or anyone who can help,
I returned a laptop almost 2 MONTHS ago and have still not received my refund. The first promise was "under 30 days", then 2 weeks ago was "3-5 business days".
DELL customer service is the worst I have ever experinced from any company. Dealing with waiting forever to speak with someone and then receiving zero resolution is untolerable.
How can a massive corporation withhold due money from a person with a tight financial budget? If I return anything to any business in-person, the business refunds me on the spot! It's unethical at best. Dell forvever lost business from me and anyone I know.
I hope that you can help me with resolving this.
cathaleen
2 Intern
•
135 Posts
0
December 1st, 2015 10:00
Robert P,
Thanks for your offer but it is cloaked with so much discouragement and sounds like the same offer that the other moderator made and never followed up on that I will cut my losses and not waste any more time trying to resolve the matter directly with Dell.
I certainly understand that this is a user to user form and had literally over a thousand posts to the form to help others over the years but often saw moderators that helped resolve issues that were seemingly exceptions to the regular ordering and fulfillment process. This seems to be such a case as your website accepted the system configuration but the people that assemble systems could not build it and the customer service people could only tell us that our order was canceled and not tell us exactly why. Without knowing why we could not reorder. Then Dell went ahead and submitted an order without notice and with a silly configuration of the lowest performing and priced disk controller and the highest performing and expensive mechanical hard drives. It just makes no sense and customer service has been utterly useless.
Unfortunately the many posts on the forum today suggest the poor customer service is becoming common place and so perhaps that is why the forum moderators have backed off from trying to step in and help customers as well as learn why the website center the order in the first place and correct it so that it does not happen again.
Disappointing but no longer surprising.
disk controller with the highest performing and expensive
robert p
4 Operator
•
9.4K Posts
0
December 2nd, 2015 07:00
cathaleen,
Since your purchase would normally be classified as a company and not an individual. As I mentioned previously, I do not have expertise in company orders. Those accounts have a Technical Account Manager assigned to them. The TAM is responsible for the customer's account, and therefore would be the person to contact regarding your issue. As I offered before, if you contact me privately, I'll look into finding your TAM so you can get this resolved.
Regards,
Robert
7rising
15 Posts
0
December 2nd, 2015 11:00
@Dell-RobertP What did you do with your post that said Dell can "keep the item you returned if you refuse delivery and not refund you". Why did you remove it? I would like you to post it back up...
Maxwellr
20 Posts
0
December 2nd, 2015 11:00
I suggest filing a complaint here, filing a police report and calling your credit card company for a chargeback.
Document all of your communications with dell in case it comes to a small claim case.
7rising
15 Posts
0
December 2nd, 2015 11:00
STILL NO REFUND, 40 days later!
7rising
15 Posts
0
December 2nd, 2015 11:00
The credit was through a Dell Financial Preferred account!!! That is the REALLY unbelievable part about this all!
7rising
15 Posts
0
December 2nd, 2015 12:00
I just looked at the order again online and it appears as though Dell has re-sent the PC back to us without even speaking to us!!!??? What the heck is this company doing? We sent it back requesting a refund! We do not want it sent back to us!!!
FirstandLastTim
14 Posts
0
December 2nd, 2015 13:00
Hi Cathaleen - Just another customer going through DELL's customer "care" wringer. I was struck by the posting of the return policy. I also have a system that was shipped to me without my authorization, under an identical tracking number and packing slip. Shipper says I need authorization from DELL for it to go back. I don't know how I am going to do that without them tying it into my original order and trying to charge me for return shipment.
So done with DELL.
cathaleen
2 Intern
•
135 Posts
0
December 2nd, 2015 16:00
FirstandLastTime,
Sorry to hear it. Dell is truly scraping the bottom of the barrel these days. This business of asking for confirmation for delayed orders I understand yo be due to some regulatory requirement. But this business of canceling your order, notifying you that it was canceled, and the creating an order for a different configuration without telling you and then telling you that refusing a shipment of something that you did not order is just plain shifty business. Dell has been in hot water before with my state regulators and it looks like they are pushing the limits of decency and common sense with this sort of behavior.
And for the moderator to assume that we have some special sort of contact person at Dell 'managing' our account is just absurd. If we had to talk with a salesman then we probably would not buy anything. We rely on the website for information and placing orders. The website has many configuration checks to prevent ordering systems with incompatible combinations of options. Clearly their site failed with evaluating my order and so did their procedure for dealing with this possibility. They must not have ever thought it was possible to accept an order that could not be built and so fell flat on their faces with communicating the source of the problem. And instead of trying to learn from this and fix it so that it does not happen again they are unapologetic, unresponsive, and down right rude and unpleasant. The amount of time that we have spent on this order, the cost to our business for the over one month delay with this project, and the expense in our next step of engaging our 'people' (not sure what term is acceptable to the forum rules) to take this matter to the next level is astounding. I thought that the Server division was the last money maker for Dell, the only department to have Americans running the show, but so far I have yet to have heard an American customer service person but instead only heard from poorly trained and uncaring foreigners. Can't blame them for they are probably underpaid and overworked but blame Dell for putting those poor soles into a job that is designed to fail, and for showing their customers how little they care about them.
FirstandLastTim
14 Posts
0
December 2nd, 2015 17:00
Cathaleen,
Sorry to hear of your problems as well. I have purchased computers several times
I'm sure that the entire company will be looked at in the near future. They are purchasing a large company, EMC, in Massachusetts. Makes you wonder!!! AG's of states may be interested in these types of consumer issues. Consumer laws here state that if someone sends you something you never ordered, you are under no obligation to them, financially or otherwise, and may do whatever you wish with the item.
Customers should stop dancing to DELL's poor customer service tune and check what protections they have. No company should be allowed to treat their customers this way.
FirstandLastTim
14 Posts
0
December 2nd, 2015 17:00
Sorry, left a sentence hanging. What I meant to say is that I have purchased systems over the internet several times over the years without a hitch. None were from Dell, and, there will never be another.
cathaleen
2 Intern
•
135 Posts
0
December 3rd, 2015 11:00
Thank you FirstAndLast and MaxwellR,
I will certainly contact my State consumer protection agency as well as the Federal consumer protection agency. I had not reported to the Federal government before and so very much appreciate that suggestion. As for reporting the item as stolen to the police I am unsure if the Police would take that report since the computer it is known to be in the possession of Dell per the FedEx return tracking. Guess it can't hurt to try. What is another wasted hour on top of the scores of hours already wasted on trying to buy a computer from Dell.
Love that the moderators here say they are not substitutes for 'customer service'. I don't need a substitute, what I need is customer service itself. Dell simply does not offer customer service, at least not one that when faced with an request that is too complicated for them to comprehend they simply stop returning called and emails, just like the forum moderators that say things to absolve themselves of responsibility. Dell seem to have decided that it is better to simply not help customers who get stuck in the web of their half baked policies and let the customer grow more and more angry and upset to see what might happen next. Given what I read in the news these days that seems like a dangerous game to play.
Still in utter belief that Mr. Dell has outsourced his own president's office support team. It is a terrible reflection on him to choose support people that admit they can not explain why an order was canceled or help to replace it, and that do not call back on the phone or write back to emails. I don't blame those off shore worker as they are probably just doing what they are told to do by the corporate office, I blame Dell management for deciding that it is OK to treat customers like this.
Will contact those government agencies now... certainly can't hurt. And at very least it will make Dell have to waste their time responding to those complaints like they have wasted my time with my order.
RoHe
10 Elder
•
45.2K Posts
0
December 3rd, 2015 17:00
Return an item/order
FirstandLastTim
14 Posts
0
December 4th, 2015 10:00
Normally, this would work, if DELL even bothers to respond. In my case, (posted elsewhere under "Shipped duplicate system", it will not. There is no other order number associated with the duplicate system except mine. The shipping label/FedEx tracking, is also a duplicate, as is the packing list. Entering it into the return system, getting a label, and shipping it back will most likely cause DELL to believe I am shipping the computer that I purchased back, and result in a restocking fee. I found elsewhere on the site that there is a holiday timeframe that started Nov. 2, and ends in mid-January, for free return shipment. I don't know how this plays into it, and this is why a person who both speaks and understands English, and can unravel the duplicate from my customer number is needed. I won't hold my breath!!
I would be interested to know if the fact that DELL has been trying to sell off the PC end of their business before their purchase of EMC has any bearing on this horrible customer service. The company has huge debt associated with this upcoming purchase. There is a lot of information out on business/tech news sites regarding this. Apparently, HP turned down DELL.