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Barbara of Cambridge MD (03/25/09)
This is a followup complaint I had registered against Dell computers. I made a printer purchase in Sep08 and part of my order was to be a 25 coupon to Staples, which to this day I have never received. They claim (every person I have had contact with) that all were mailed and there are not any more. This last person above I just spoke with is now offering me a 25 Dell.com coupon, but in order to use it, I must spend more than 25. So I told her to kiss my you-know-what and go to you-know-where, due to the frustration these people have caused me; it pushed the envelope for me. Then I hung up.
This person is supposed to be part of the upper echelon in their customer service, who I could barely understand due to her lack of proper use of the English language. This is also irritating when the only people I have dealt have names I can hardly pronounce. It is as much principle as anything, which this company lacks.
Total frustration from making many calls and numerous enails, and still no resolution that is fair to me. Virginia's of Cahokia, IL March 9, 2009
Virginia's of Cahokia IL (03/09/09)
On January 28 we ordered a Dell toner for our Dell Laser Model 1710n printer. A few days later we received a toner for a Dell Laser Model 1720. We called dell and the person we spoke to arranged for delivery of the right toner and was supposed to send us documents with which to return the wrong one. We did receive the right toner just a day or so later but we never received the documentation with which we could return the wrong one. We are an income tax preparation service and as you might expect we are very busy this time of year. We did not even realize that we had not received the materials to return the item until our accountant was paying our bills and enquired as to why we had two purchases for the same amount from Dell.
At that time we called too find out why we had not received the promised material and we were met with a person whom we could barely understand telling us we were stuck with the toner even though it was there mistake in the first place because a 21 day time period for returns had lapsed. We explained that we had never received the material they told us we had to have to make the return and were told that that did not matter we were just stuck with it. In thirty years of being in business I have never heard a company the size of Dell trying to pull such a trivial stunt with a loyal customer. They have lost this customer and we will make it our mission to make everyone we know aware of the rotten customer service they can expect from Dell.
Ellen of Pollock, ID March 4, 2009
Ellen of Pollock ID (03/04/09)
i ordered, & received, 4 new ink cartridges on 012609. One of the color carts was defective and only printed in greens. I emailed Dell to see if I could do something or would they exchange te cart..after sevetral emails, I was told call Tech Support & given a number. I sent another email and ask how hard t would be to replace adefectve cart. I was again emailed and told to call. So I did.
40 minutes later 10 transfer 10 sales spiel and 9 so called techs, they hung up on me. You can not have their carts refilled as the printer will not use refills. I'll never buy Dell Products again.
Had to replace the cart, am out the price of an expensive cart. 'they do not last very long either Elaine of Pasadena, CA March 2, 2009
Elaine of Pasadena CA (03/02/09)
I ordered a photo ink cartdridge from their website a little over a month ago and today i tried replacing my old color cartridge with the new one only to find out it doesnt fit. I called Dell and they are telling me the photo cartdridge should replace the black and white one and i need to purchase a separate color ink cartridge. So basically they are misrepresenting this product online.
If you read their product description it reads: Highlights Perfect for high quality photos with a greater range of color Turn your select Dell Printer into a 6-color printer Overview The Photo Print Cartridge from Dell is specifically designed for the Dell Printer. It produces high quality photos with a greater range of color. You can turn your Dell Photo Printer into a 6-color printer with this photo cartridge. Consumable Type Print cartridge (photo) Printing Technology Ink-jet Color Photo color
Where on here does it make it known and clear to us the consumers that this is NOT a color ink cartridge and that it only enhances the colors by working hand in hand with your existing color ink cartridge? This is very confusing and desceiving to consumers and they will not even exchange the product for the correct one because i was supposed to figure this out on my own before their 21 day return/exchange policy and when i explained that not until today I ran out of my color ink. Cart. and noticed something wasnt right the rep pretty much said to bad you need to place a new order!
I have ordered at least 3 laptops from these guys and I cannot believe this is the type of customer service they provide, nor feel is right for them to misrepresent a product that eventhough its a small, inexpensive product its none the less desceiving and will benefit their pockets at the end. I am very very upset and disappointed
There is no physical damage and i cant lie and say its affecting my pockets to a major extent but this is about the principle. It is not right that consumers have to end up dishing out more money to pay for something that was misrepresented on their website to begin with. This is not acceptable and the least they can do is replace the product with the correct one and of course changing their wording on the product description so that people know exactly what they are purchasing. Sarah of Como, OTHER February 9, 2009
Sarah of Como OTHER (02/09/09)
On 11th December 2008, I made the mistake of ordering a Dell All-in-One printer for delivery before Christmas. This was a bog standard order with no additional features or bolt-ons, so I anticipated a very speedy delivery. Indeed, I received an acknowledgement for my order immediately confirming that they would be taking the money from my debit card. Excellent news! I then received an e-mail confirming that the order would be with me before 24th December 2008. I hadn't heard anything the week before, so decided to call to check on the progress of the order. Was just told that it was in production, which presumably means putting in a box?! The adviser couldn't give me any more information but said all was ok.
I then received an e-mail on 21st December 2008 saying that due to unforeseen demand, there would be a delivery delay, which would then be 6th January 2009. This was a big issue for me, mainly because I was moving abroad at the beginning of January and had wanted the printer to take with me and my Dell Inspiron. I called Customer Service on 22nd December only to deal with a very surly and disrespectful woman, whose name I never caught because I didn't understand most of what she said! I told her that I needed to cancel the item, because if they couldn't deliver with the previously agreed timescales I was not going to be in the UK to receive delivery. Like other reviews I have read, cancellation was not even an option - apparently it was too late! However, I accepted that they obviously have some sort of policy or other, and she said they had to try to deliver the item and then when the delivery failed, I would then be refunded.
I then received another e-mail on 2nd January 2009, advising that there was ANOTHER delay to delivery. New date was 14th January. Having no wish to repeat the phone experience from before, which incidentally was from Italy and at my cost, I decided to use the online forms to contact customer service. Let me say, I have used this 4 times now in the process of trying to sort this out, and have had no response to any of them. Totally unacceptable and astonishing for such a significant brand name. Having received some mail from my property, I then found out that the first delivery attempt was on the 7th January. Interesting, given I was told it was going to be 14th January!
I then contacted again via the online form requesting details of when I would be refunded. No response again. I have subsequently received a credit note and the money has gone back onto my card - minus the delivery amount! I am absolutely incensed and cannot believe what a poor company this is to deal with. I am now awaiting a response to my latest online request, where I supplied an alternative e-mail address and telephone number, requesting that they contact me immediately. The customer service department is shambolic at best and rude and ignorant to deal with.
To anyone thinking of purchasing from Dell, DON'T BOTHER! I'm going to continue with this until I get a positive response - and speak to someone who doesn't work in a call centre. I say nothing to companies outsourcing to different parts of the world, but I wish to be spoken to in a polite and respectful manner by somebody who can speak English and who doesn't simply regurgatate prescribed responses from their computer screen. What a joke!
Don of Ocean City, MD January 12, 2009
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