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Dell - Soldiers & Sailors Relief Act

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Steve & Lori of Tallahassee FL write (4/24/03):
Dell has refused to lower our Dell Preferred Account to 6% as required under the Soldiers and Sailors Relief Act. I have spent HOURS on many days trying to get someone to help me. NO ONE will help and NO ONE will lower the interest rate. Bad thing is - we have faxed orders and Dept. of MIlitary Affairs letter to Dell 4 times and they still refuse!

This is ridiculous and so is their customer service! It is nearly impossible to get to a live person on the Dell numbers - no matter how many you call - you get trapped in a web of automated attendant garbage - then NO ONE will help - NO ONE will give me the legal dept. or a manager who will help. We want our interest rate lowered to 6%. First requested on Dec. 28, 2002 - faxed orders, 2nd request in Jan 03 - faxed orders again, 3rd request - Feb. 2003 - faxed orders and 4th request in March 2003 - faxed orders again. Spent hours on the phone. Dell has an obvious lack of support for the Soldier's and Sailors relief act and an obvious lack of communication.

This is hurting us financially, especially since deployment of troops and it is costing me hours on the phone - wasting my time - with people who DO NOT CARE. I have also faxed all of Stephen's deployment orders 4 times - which costs $$ and so do the phone calls. Spent an hour on the phone with someone in Texas - not an 800 # - still could not help me and I was transferred 6 times to people who could not help me - March 2003!

Happily, this complaint was settled just a few days after we forwarded it to Dell. The company apologized and told Lori it would adjust the interest rate retroactive to the date her husband went on active duty.

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