Charles of Winter Park FL (12/02/08)
I called to request shipping info on a recent order, as their web-site was not showing accurate data. After initial call, I'm on hold for 5-8 min, then 1st rep picks up, I provide order details, then I'm transfered to another rep, on hold for 5 min, 2nd rep advised only 3 out of 4 items shipped, one is on B/O, then I asked about their promotion Any 3rd Game free, up to $39.99. I explained I was being charged for 3 games. I'm placed on hold yet again, 3-5 mins. Btw, all reps were in India. Finally, 4th rep comes on line, I explained the free game issue, and being very rude, he tells me the policy, and that I should have read it clearly.
Apparently, DELL was giving free shipping for some of their products, and you can only use (1) promotion per order. However, It was not made clear t
o me when placing the order that the free shipping would cancel out the free game as I was never given the option to accept one or the other, it choose for me, and it choose shipping, which was far less than the $28.00 game. He continued to be rude and condescending, so I asked for a supervisor, I'm placed on hold, 10 mins goes by, then the call ends. I call back and begin the process all over again, roughly a 108 min call, with the end result of me canceling the entire order.
Just a major headache. Not too mention the aggravation, frustration, and wondering if DELL is concerned about their customers or just profits? It's next to impossible to receive any resolution. I guess we the consumers need to just not buy from DELL. I wish I could talk to Michael Dell and tell him how this once great company has fallen.
Andrew of Oceanside NY (12/02/08)
Within the last year, I purchased a Dell XPS M1210. When I bought the computer, it was top of the line Dell laptop and not to mention very expensive. Flash forward about a year and lets see all the things that have happened since. Internet port: Out of the blue, just failed on me. Called Dell and had a technician come out and fix the problem. Took quite a few dates and missed appointments to finally have it installed and fixed. After the technician left, I turned on the computer to find that they installed a faulty product. Took over another week for another technician to come around and fix it. Customer Service: Terrible. Long queues on the phone to start off with with Indian Customer Service on the other line not letting you speak without interrupting. No one could understand the simple problem at hand.
Hard Drive: This one was a huge shock to me. Top of the line computer and the hard drive just fails. Not only fails, but crashes so completely that I have to find a very specific specialist to take it apart and retrieve all the information. Will cost me a lot of money to do this - currently looking for quotes. Better yet, what caused it is still unknown. Computer wasn't dropped or anything. In the blink of an eye, the computer just started humming loud and shut itself down. Customer Service: The worst part! The hard drive crashed on Tuesday and called Dell the same day. Thursday I was supposed to have a technician come and fix it - no one shows!
I get a call from Dell and they say that I need disks which they are going to provide (not informing me that they are going to charge over 100 GBP for the CD's!) I tell them I have the CD's and not to order them and charge me. So, essentially, no technician on Thursday without informing me. Get a call on Friday, technician who was supposed to come isn't coming on Friday but on Monday. Then I get ANOTHER call, no technician on Monday but promised Tuesday. Wait all day on Tuesday for the technician - no one shows up and I find out that they put my case on HOLD?! They said they have the CD's but weren't sure if I needed them so they put it on hold. Now I have to wait until Friday for a technician to finally come. Throughout this whole ordeal - I have been contacted over a dozen times, each time coming off the phone angrier than before with the little help they offered.
Battery: Found out this isn't covered by warranty. Battery is totally finished. I can't unplug the laptop without it turning off.
Phone bills: Each time I call Dell, with all the waiting and each time they call me, I get charged. 02, my provider, charges through the roof for the costs of the calls. Work: Since my hard drive crashed, I have lost all my work. This includes personal photos and all three years worth of university work and essays.
Sarah of West Point VA (12/01/08)
This morning I went online and purchased a Canon Powershot SX110 and a 2g card. On the estimated shipping section of the shopping area it said item ships within 24-48 hours. After I processed the order, I went back to pull up the purchase to write down the purchase amount. Now it said expected ship date 12/16/08, arrival expected by 12/23/08. That is 16 days from now, not 24-48 hours! I bought the camera for a huge out of country trip to Africa that I have been planning for 2 years! I am leaving on 12/18!
I called them and after being on hold for 36 minutes someone picked up then disconnected. I called again and after 46 min on hold I got Ron. He asked me to hold and after 5 min disconnected. I tried online chat, Janice asked for my number incase we disconnected. She took 2-3 minutes for each response, never helped me then disconnected the session and never called me. I opened a new chat and asked May to have a supervisor call me. She said they aren't allowed to call out. I asked, then why do you make me give you my # in case we get disconnected? She then disconnected the session.
