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.