WARNING: DONT BUY FROM DELL - THIS IS HOW THEY TREAT THEIR CUSTOMERS - HotUKDeals
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WARNING: DONT BUY FROM DELL - THIS IS HOW THEY TREAT THEIR CUSTOMERS

Familia Avatar
7y, 10m agoPosted 7 years, 10 months ago
Week 1

Dont buy from Dell Computers. THEY DO NOT CARE WHETHER THEY LOSE A CUSTOMERS PAYMENT. I received pathetic customer service followed by a slap in the face, read what happened me.

Back on October 16th 2008 I placed an order with Dell Computers over the phone for a laptop. I paid for it by cheque, the cheque cleared, but instead of getting my laptop, I receive an email informing me payment has not been received and my order was cancelled. The Dell finance team had made an error, they had lost track of my payment, my order was cancelled on about 4 occasions.

I (the customer) was forced into picking up the phone to sort out the mistake myself with no help or guidance from Dell.

After nearly 4 months (10thFebruary 2009) and 44 phone calls later Dell managed to locate my payment but it ended up costing me more than £33 in phone calls(and over 4 hours and 20 minutes) talking to Dell and my bank (Lloyds TSB).

Naturally, I assumed that because Dell had clearly made this mistake that they would "right" this wrong and reimburse me for these phone calls, but I was sorely mistaken. Instead, I received some meaningless apology by email from their call centre staff in India informing that Dell do not have a compensation policy. Even after writing to Dells Corporate Complains Department (in the UK) with a tallied phone log and highlighted copies of the 4 phone bills as proof, they still refused.

I find this unacceptable and as you can imagine I was furious on learning this. The customer service I received from Dell Computers was disgusting and appalling and I feel as though I have been treated like a dog.

Here is the situation in detail (I ended up paying twice)

After my first order was cancelled I assumed this had been a mistake as my payment had cleared with the bank and clearly showed this on my statement. So I phoned Dell and replaced the order and asked them to look for the payment again.

Two weeks later I receive the same email payment has not been received and again the order was cancelled. I was a little worried, so naturally, I call the bank, and they assure me that Dell had received my payment.

So again I phoned Dell and place the order a third time. And to check again this time giving them the cheque details (cheque number, date etc). Once again, cancelled.

It seemed to be a hopeless situation, panic started to set-in, I start to think Im not going to get my laptop, Ive just lost £600. By this time I had made many phone calls to Dell and Lloyds, sometimes calling them 3 times a day and getting absolutely nowhere, no straight answers from anyone DELL JUST DIDNT CARE. I was extremely frustrated and angry and had had enough. So I phone Dell and they tell me to forward them a copy of my bank statement, I did this, placed the order again thinking Ill get it this time, as the statement clearly showed the exact price of the order. And to my surprise, cancelled we are unable to locate your payment. So now Ive had a gut-full and just want my money back and on some advice from an associate I was told that the bank would recover the money. So I tried this(by phone). Lloyds told me they would do this. So with this knowledge I ordered again and this time paid for it with my credit card. After 2 months of drama I finally get my laptop and I think everything has been sorted, until I get my bank statement. I discover that Lloyds had not recovered the first payment I had made by cheque and so yet again more frustration more anger more phone calls. This time Lloyds tell me it is not possible to recover the cheque as it has cleared you are going to have to get Dell to refund the money. Oh no, not this again, I thought. So Im getting the run around from Lloyds and Dell. Finally Im at the end of my tether and said to the lady at the bank what can I do? She says all you can do is send Dell a copy of the cheque. So after a month I receive a copy of my cheque, from Lloyds, that they had received from Dell, so I forward this to Dell with a copy of 2 bank statements showing the 2 separate payments and finally I receive the good news we have managed to locate your payment please send us your account details for immediate refund.

In thinking that because Dell had made this mistake, I naturally assumed this multi-billion dollar corporation would take responsibility and reimburse me for the phone calls, so I tallied up the total and electronically forwarded them copies my phone bills as proof. But instead of holding up their hands and telling me We are terrible sorry. We have failed you massively and quite clearly we put out of pocket. This should never have happen, here is your money back, I get this meaningless apology by email.

Please accept my apologies for the difficulties encountered when attempting to resolve your issue.

I'm extremely sorry to inform you that we would not be able to arrange for a compensation as Dell does not have a compensation policy.

I couldnt believe what I was reading, Im thinking No compensation policy? You cant be serious. You lose someones payment for over 4 months and you've got no compensation policy, I find this very hard to swallow. What sort of business does that to customers?

(if this were go to court, a court would make them pay).

I told Dell Computers if they did not pay for my phone calls I would post my story on HotUKDeals (and other forums)with 1 goal in mind, to lose them business. So, today, I am keeping my promise. I intend to post this every week for 1 year. If I lose Dell one customer per week, this (in my mind) would be a fair result to have happen for my despicable treatment.

Customers do not deserve to be treated in this manner. I was caused very much frustration, anger and anxiety, not to mention the loss of many study days due to being in a bad mood.

This is unacceptable for any business to do this to a customer.

Dont let the Dell corporation get away with this. I urge you NOT to buy from Dell Computers because, at-the-end-of-the-day, they have proven they do not care about their customers.
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Familia Avatar
7y, 10m agoPosted 7 years, 10 months ago
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#1
Well, I've had 3 laptops from them and had great customer service.
#2
steve1221
Well, I've had 3 laptops from them and had great customer service.


I can't understand a word they say :whistling:
#3
They have Sh*te CS
#4
I had similar
ordered on-line in October 2005 paid with debit card
got e-mail saying out of stock - where's my refund? they said 'we haven't taken your money'

oh yes you have ....
was refunded in the middle of January 2006 - faxes bank statements phone calls - all at my expense

sent a letter of complaint - but they didn't see a problem as I'd got my money back

wouldn't touch the company with a barge pole
#5
This was my second from Dell. I aint going back for a third
#6
ILIKEBARGAINSME
I had similar
ordered on-line in October 2005 paid with debit card
got e-mail saying out of stock - where's my refund? they said 'we haven't taken your money'

oh yes you have ....
was refunded in the middle of January 2006 - faxes bank statements phone calls - all at my expense

sent a letter of complaint - but they didn't see a problem as I'd got my money back

wouldn't touch the company with a barge pole


They are corporate scum
#7
similar happened to me, ordered a graphics card (from a deal on here that was a mis price), took the money from my account, sent me an email saying they were not going to be sending the item and then held onto my money for over a month. Truly appaling.
#8
Not to dismiss your sob-story but you'll find a similar one for most companies, if I went with everyone's recommendations against the different companies I wouldn't be able to buy from anywhere. If you want better customer service then you're better off buying from a small, UK based company which there are still a few of although you'll usually have less choice and pay more for it. I think you're optimistic thinking you're going to lose Dell business on a site where lowest cost is the driving factor - even if people said they wouldn't buy Dell if a good deal is posted there will be plenty of takers.

That's not to say I think Dell are perfect, I've had issues of my own with them including an issue with a laptop that's now been ongoing for over 18 months and they've made a complete mess of payments previously. On balance however their machines are usually a good spec and price and amongst the lot I have of them (around 10 currently), many of them have been no issue.
#9
Dell are a vast company selling thousands of PC's every month, they will always make mistakes.

Ive had nothing but good serivce with Dell, not sure if its because i have a premium 24/7 support with came with my XPS and my old mahine was a Vostro but i will still keep buying from them.

I intend to post this every week for 1 year

Hmm clogging up the forum with the same post every week, dont think i agree there.
#10
Never had a problem with them.

There will always be cases like this with any large company that sells so many units. That doesn't necessarily make them particularly poor in terms of CS in my book.
#11
That's a rant and a half!

I intend to post this every week for 1 year.


I'm sorry but if you do I'm gonna be hitting the spam button cos that's all it will be.
#12
deanos
Dell are a vast company selling thousands of PC's every month, they will always make mistakes.



Of course they will, every large organisation will make mistakes. What matters is how they deal with those errors when they occur.
#13
Moral of the story - Dont pay dell by cheque.

You would have thought the first time it failed, the op would have tried a different method. He follows the Bush way - Fool me once, shame on you. Fool me twice, CANT GET FOOLED AGAIN!!!!
#14
sadiebabes
That's a rant and a half!



I'm sorry but if you do I'm gonna be hitting the spam button cos that's all it will be.


I agree

Quote from OP's post:
I told Dell Computers if they did not pay for my phone calls I would post my story on HotUKDeals (and other forums)with 1 goal in mind, to lose them business. So, today, I am keeping my promise.


To me thats breaking the HDUK rules under the self gain rules
#15
no compensation? my backside. dell are fobbing you off. they took almost 7 weeks to deliver my outlet order and after weeks of me complaining via email i got a 'gesture of goodwill' of £65 from them. dont accept what they say. ask for some sort of gesture of goodwill or return the laptop and order elsewhere,
banned#16
Johnmcl7
Not to dismiss your sob-story but you'll find a similar one for most companies, if I went with everyone's recommendations against the different companies I wouldn't be able to buy from anywhere. If you want better customer service then you're better off buying from a small, UK based company which there are still a few of although you'll usually have less choice and pay more for it. I think you're optimistic thinking you're going to lose Dell business on a site where lowest cost is the driving factor - even if people said they wouldn't buy Dell if a good deal is posted there will be plenty of takers.

That's not to say I think Dell are perfect, I've had issues of my own with them including an issue with a laptop that's now been ongoing for over 18 months and they've made a complete mess of payments previously. On balance however their machines are usually a good spec and price and amongst the lot I have of them (around 10 currently), many of them have been no issue.


You missed saying:

"John"
#17
imranmaz;4499027
You missed saying:

"John"


Actually it's dependent on my mood at the time of writing, the lack of sign off tends to be rare though.

John
#18
I have great customer service from Dell. I always deal with Lisa O`Halloran she's great. She replies to emails on time and calls when she says she will. She even sorted a problem that was my fault. I can only give her 10 out of 10. I don't use the India call center.
banned#19
Johnmcl7
Actually it's dependent on my mood at the time of writing, the lack of sign off tends to be rare though.

John


Haha! I love you man!
#20
Johnmcl7
Not to dismiss your sob-story but you'll find a similar one for most companies, if I went with everyone's recommendations against the different companies I wouldn't be able to buy from anywhere. If you want better customer service then you're better off buying from a small, UK based company which there are still a few of although you'll usually have less choice and pay more for it. I think you're optimistic thinking you're going to lose Dell business on a site where lowest cost is the driving factor - even if people said they wouldn't buy Dell if a good deal is posted there will be plenty of takers.

That's not to say I think Dell are perfect, I've had issues of my own with them including an issue with a laptop that's now been ongoing for over 18 months and they've made a complete mess of payments previously. On balance however their machines are usually a good spec and price and amongst the lot I have of them (around 10 currently), many of them have been no issue.



Well put, for every 100 satisfied customers, there's 1 very unsatisfied tho often the "unsatisfied" bring on the problems themselves.

I bought my Dell laptop from dixons.co.uk just before Christmas because it was cheaper and I knew it was in stock. It was delivered in 3 days :) I used a £10 off voucher from here and got 2.5% cashback with my egg money card too

I bought a PC from Dell in late 2007 and it took several weeks tho that was more understandable as they are all custom built and I specified extra bits and bobs. Great PC tho, dual core 5850 CPU and 22" screen, well under £500 :) In had a slight prob with it which the guy dealt with patiently on Dell online chat (I refuse to speak to them on the phone).

The moral of the story, if you want a Dell and aren't fussed about customising it, IMO buy it from currys or dixons - chances are there are vouchers on here for discounts also
#21
it amazes me that people still buy from Dell
#22
It amazes me what a loser the OP is
"I was caused very much frustration, anger and anxiety, not to mention the loss of many study days due to being in a bad mood."
Isn't it your bedtime, you have school in the morning
#23
Alfonse;4500276
it amazes me that people still buy from Dell


Why? Most of the machines I've bought from them are either better than the competition, pretty much just as good but considerably cheaper all with the added bonus of an onsite warranty.

John
#24
Johnmcl7
Why? Most of the machines I've bought from them are either better than the competition, pretty much just as good but considerably cheaper all with the added bonus of an onsite warranty.

John


over 3000 Dell desktop PCs and around 1500 laptops tell me this, why you ask?
#25
Alfonse;4500543
over 3000 Dell desktop PCs and around 1500 laptops tell me this, why you ask?

Tell you what exactly? I have no idea what you think the point in such vague posts are to be honest aside from weaken your credibility. It would be considerably more useful if you posted the reasons that you consider Dell to be so poor they're to be avoided entirely (which is a fairly daft statement given the diversity of their product line) and what you believe to be a better alternative.

I work with significantly more Dells than that and for the most part they are good machines, I'm sorry we're changing away from them. They know how to make better business machines than most other companies as they understand the concept of a common platform keeping compatibility between ranges high as well as not relying on any Dell software at all. Both these concepts seem to be completely alien to Lenovo. Any faults are promptly repaired especially with their DCDE package where you can just request the parts you need rather than having to book out an engineer.

On the personal side I find many of their machines do not have much in the way of rivals, the machine is much cheaper or it's better built (particularly compared against some of the rival Clevos). Additionally onsite warranties usually either come with the PC or are available to add on at low cost. Clearly you don't seem to know Dell machines very well as they're popular on this site with little in way of complaint when considering the number of people that buy them - if they were genuinely so bad that they were to be avoided entirely, I'm sure plenty of people would make that clear on any further deals.

John
#26
Johnmcl7
Tell you what exactly? I have no idea what you think the point in such vague posts are to be honest aside from weaken your credibility. It would be considerably more useful if you posted the reasons that you consider Dell to be so poor they're to be avoided entirely (which is a fairly daft statement given the diversity of their product line) and what you believe to be a better alternative.

I work with significantly more Dells than that and for the most part they are good machines, I'm sorry we're changing away from them. They know how to make better business machines than most other companies as they understand the concept of a common platform keeping compatibility between ranges high as well as not relying on any Dell software at all. Both these concepts seem to be completely alien to Lenovo. Any faults are promptly repaired especially with their DCDE package where you can just request the parts you need rather than having to book out an engineer.

On the personal side I find many of their machines do not have much in the way of rivals, the machine is much cheaper or it's better built (particularly compared against some of the rival Clevos). Additionally onsite warranties usually either come with the PC or are available to add on at low cost. Clearly you don't seem to know Dell machines very well as they're popular on this site with little in way of complaint when considering the number of people that buy them.

John


what creditabilty?

i don't play 1 ups, you use more Dells, woo hoo
#27
Yes, you are right there - what credbility? As for playing 1-ups, you're the one that needed to point out how many Dells you worked with first, not me so wrong on that account. And still no information whatosever, might as well save the time and space by not posting.

John
#28
Johnmcl7
Yes, you are right there - what credbility? As for playing 1-ups, you're the one that needed to point out how many Dells you worked with first, not me so wrong on that account. And still no information whatosever, might as well save the time and space by not posting.

John


of course i'm right

you asked why, did you not, it was relevant from my opinion of Dell post, lol.........

name
#29
Yes, I asked why but despite several posts since you're still apparently incapable of posting the information although I guess you like to keep a running theme of pointless posts especially given you rather openly admit to having no credibility. That again begs the question why bother posting.

John
#30
Johnmcl7
Yes, I asked why but despite several posts since you're still apparently incapable of posting the information although I guess you like to keep a running theme of completely pointless posts.

John


mostly I come out at night, mostly
#31
spic
similar happened to me, ordered a graphics card (from a deal on here that was a mis price), took the money from my account, sent me an email saying they were not going to be sending the item and then held onto my money for over a month. Truly appaling.


Same here.
#32
Johnmcl7
Why? Most of the machines I've bought from them are either better than the competition, pretty much just as good but considerably cheaper all with the added bonus of an onsite warranty.

John


Dell have always done well by me too. After many years using a variety of brands, I haven't bought anything but Dells for the last 5. I'd also hesitate to buy elsewhere unless they could offer an onsite warranty like Dell.
banned#33
Have to say the experiences I've had with Dell have been far from satisfactory. I've not had one order (or three placed) go smoothly. I'm quite sure people have, but my personal experience is extremely poor.

On top of that, the sales staff Ive had the misfortune to deal with, lie through their teeth!
#34
Wenchybev
I agree

Quote from OP's post:
I told Dell Computers if they did not pay for my phone calls I would post my story on HotUKDeals (and other forums)with 1 goal in mind, to lose them business. So, today, I am keeping my promise.


To me thats breaking the HDUK rules under the self gain rules


Self promotion, not self-gain. Either way, you're still an a*se for it. Sympathy, not punishment to the victims, no?
#35
guv;4501089
Have to say the experiences I've had with Dell have been far from satisfactory. I've not had one order (or three placed) go smoothly. I'm quite sure people have, but my personal experience is extremely poor.

On top of that, the sales staff Ive had the misfortune to deal with, lie through their teeth!

That's fair enough and useful for people to know when considering purchasing a Dell especially when you've not created a topic telling everyone not to buy Dell and threatening to repeat it every week.

John
banned#36
Wenchybev


Quote from OP's post:
I told Dell Computers if they did not pay for my phone calls I would post my story on HotUKDeals (and other forums)with 1 goal in mind, to lose them business. So, today, I am keeping my promise.


To me thats breaking the HDUK rules under the self gain rules


What HDUK rules? And WTF is HDUK anyway?
#37
I told Dell Computers if they did not pay for my phone calls I would post my story on HotUKDeals (and other forums)with 1 goal in mind, to lose them business. So, today, I am keeping my promise. I intend to post this every week for 1 year. If I lose Dell one customer per week, this (in my mind) would be a fair result to have happen for my despicable treatment.


man, you are threatning them and you still expect a pleasant return. I have been working in CS and I never saw such people getting any favour at all. Your threat can be very well taken as black mailing tactics. Take my unsolicited advice, talk to the other person with cool head if you really want to get anything at all. If you have problems with a particular person, call back again, talk to somebody else or some supervisor. Try to play a nice person and the other guy will try to go extra miles for you.
banned#38
pied_piper
man, you are threatning them and you still expect a pleasant return. I have been working in CS and I never saw such people getting any favour at all. Your threat can be very well taken as black mailing tactics. Take my unsolicited advice, talk to the other person with cool head if you really want to get anything at all. If you have problems with a particular person, call back again, talk to somebody else or some supervisor. Try to play a nice person and the other guy will try to go extra miles for you.


Hmmmm. I dont think the idea here is to pay out even more on unproductive phone calls!

I can quite understand how the OP feels TBH. I'd not be too happy either to be that much out of pocket because they continued to make mistakes with the order and keep losing the payment details!

Sounds like a good story for Bitter Wallet. (Not that anyone reads it probably!)
#39
Feels good to vent now and again and hopefully you feel alittle better after posting. It’s definitely frustrating when you deal with CS that are either complete jobsworths or simply do not use their common sense. But I agree with other posters here that posting this once a week really isn't really going to be productive or useful for anyone, you included. My personal experience with dell has been quite good. A system which is at least 2 years old, runs great, no major problems (touch wood) and was value for money.
#40
There is another issue to consider here. Should HUKD allow you to 'use' the site for your personal vendetta? I also understand the need to vent sometimes, but posting once a week on here for a year...? That's going a little too far imo, and maybe abusing your privilege as a member here, no? I'm not sure, but it will be interesting to see how it pans out.

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