I could not be more disappointed with Dell. I'm hoping I get through to "someone" about this, as I believe I was treated very poorly by Dell, and I hope this sort of thing doesn't happen to anyone else. This is absolutely the worst experience I've had dealing with any merchant, and I suppose I expect more from a company like Dell.I placed an order over the phone with Dell for a monitor on 10/30/2009. The young lady seemed completely pre-occupied, and was difficult to communicate with. After handing over my credit card information for the monitor, she mentioned that since I was spending over a certain amount, I would be receiving a *free* copy of McAfee Internet Suite 2010. I have no need for this extra software, but I figured I would just stick it on the kids' machines and forget about it. Then she mentioned that a confirmation email would be arriving "within a few days", as this was a "manual" process. Yes, this did seem strange to me, but I've heard worse from sales folks in the past, so I shrugged it off. I was given an order number to referenced, and she mentioned that I should be expecting the shipment by 11/16/2009.I received the McAfee Internet Suite the following week, but still, no email. I tried the order number given to me on Dell's site, and was unable to pull anything up. Fast-forward to today, 11/06/2009, and I also received some surge protector, which I did *not* order. I figured something had gone awry, so I called Dell's "Customer Service" department. I was met with an individual who promptly asked me for my order number. I handed it over, only to be told that the order number was incorrect... That order didn't even exist. To make matters worse, I was rather rudely instructed to "call back when you have a proper order number...". How helpful.I then tried calling the "Sales" department, and after 3 times trying to connect to someone, was told that not only was no email ever going to go out from the original sales person, but *both* the surge protector and the copy of McAfee Internet Security were part of a separate, unauthorized order, placed by the sales person, using my credit card. Yeah, I was also charged for that *free* software, not just the surge protector that I didn't order... All for $90. Unbelievable! The order number that the original sales person gave me was bogus. It didn't exist anywhere, and yes, I confirmed it with her before I hopped off the phone with her.I was finally sent my confirmation email, which contained *both* orders. The one for the monitor that I *did* order, and the one containing both of the items I had *not*. The order numbers weren't even in the same ballpark as the bogus one I was given. I checked my credit card statement, and sure enough, the $90 charge from Dell was there. I also noticed the estimated delivery date was 12/04/2009, not 11/16/2009, like I was told. I was instructed to contact the "Customer Service" department *again* to request a return authorization number. After another few tries to get someone on the phone, I finally spoke with someone who didn't understand what I was trying to fix here, so I demanded to speak with a manager. After stating my case, she did little more than give me an RMA number and a day that UPS will be at my house before hanging up on me! I am not kidding. They won't credit my account until 8-10 days after receiving the products I never purchased.I am FURIOUS! Rest assured, I will be taking this all up with the Better Business Bureau, as I feel they should know about this. How could this company allow this kind of thing to happen? What kind of sham is this? I was lied to, charges were made to my card that I did *not* authorize, treated very poorly after the fact, and I've had it. It probably goes without saying, but I will *never* order from Dell again, and whenever possible, will share my aweful experience with anyone displaying interest in purchasing a product from this company. Be warned.
Spent 3 days and 3 1/2 hours trying to get a $29 refund. Dell doesn't have a clue. no one would help. Maybe it would help if their customer service was in this country?
And they wonder why Apple is doing so well.
Since they are two different orders and appear separatelyon your credit card, file a dispute with your credit card for the fake order. They will most likely credit your account while they investigate and should eventually agree that Dell had not right to charge that amount.
Since you received products you did not order, I believe it is up to Dell to try to retrieve them. I would not go out of my way to help them get them back, especially if your credit cards sides with you.
Hey Dell, when you going to wake up and see the way you treatin g your customers...If anyone out there going to buy Dell, take a few minutes and do the research first....you will see for yourself...
CustomerNoMore
Agree with hrova
From a personal point of view, I have made numerous purchases from Dell over the years & never had any problems
That being the case means I have never had to deal with Dell Customer Support Service
But like everyone else I have from time to time experienced inept Customer Service when dealing with other Companies
Albeit digital technology has made communication more efficient, amazingly it often seems to fail when used to resolve serious & genuine Customer issues
When that does happen I found the only way to get a meaningful response was to put pen to paper & address it to the Director of Customer Service at the Companies Corporate Head Office
At least you soon find out if it’s a Top Down problem or the more usual – poor practice by employees
Thanks, folks... Already disputed. I'm certainly not going out of my way to rectify this issue - Not after the way I've been treated and the hoops I've had to jump through just to simply "right the wrong" here. Hopefully my credit card company will take this sort of thing seriously. Only one way to find out, I suppose.
I'm getting my $29 back. At least they got back to me. It took way too long. Let's see if I get the credit in 5-7 days.
I am not suprised what happened to you people. If you have to deal with Dell Costumer Care, you really have a problem.
Dell should fix that not-at-all-helpfull-Customer-Care thing soon, if not, other companys will be happy to get new customers.
Indeed. The experience I've had with this company is nothing short of appalling. I find a rather stark contrast between my experience and Dell's "Code of Conduct", by which we, as customers, should hold them to:
http://content.dell.com/us/en/corp/d/corporate~corp-comm~en/Documents~coc-english_americas.pdf.aspx
I have little reason to believe the words contained therein to be complete fluff, all but ignored by their employees. It's a disappointing shame. The writing is indeed on the wall for most "once-reputable" American companies. If you believe otherwise, you're simply not paying attention.