Dell
Complaint 156585 Details

I had sent in my computer to be repaired, expecting there to be a cost, or maybe covered under warranty. A week had gone by and I had received no word so when I called to get a status report on it, they had told me that it was lost because the information and reference number they had given me when I placed the repair order was incorrect, so none of their records indicated as to where it was. I was told I would be called back the next day or in a few days' time with an update. Still no call, so 3 days later I called again and was told the same thing; it was lost and that I would receive a call in a few days with an update. Once I heard that I had asked for a supervisor. I had talked to him, he still couldn't help me, and he then told me he would call the depot and call me back, but he failed to do so, like his coworkers. I was offered a replacement system if my computer was not found. I had said at the time that I wanted to go through with that, but he had never contacted me back so I could not proceed with the replacement. A week later I was completely fed up and decided to contact the CEO to give him some feedback as to how poorly his company was being run and that I wished to be compensated for this ridiculous ordeal, that at the time had reached the 3 week mark. I was then directed to the 'executive' customer service team who asked for information and located my system in a few days. It had been received the day after I had sent the system out to begin with. I was then told that I would have to pay the repair cost because it was not covered under my warranty. At this stage in this matter, I had already had it, so I was not going to pay for the repair because I felt that I was extremely inconvenienced and that on 3 different occasions I was told I would receive a follow-up call, but failed to receive one. I have asked several times for my system to be repaired several times now and to speak directly to the CEO because I didn't want to talk to anyone less. Yet I keep being told that I cannot talk to him. I don't understand how they were willing to replace my system, nearly $2,000 but yet they can't waive a $378.00 repair bill. The most they are willing to do is refund me $100.00. I find that highly insulting considering the amount of time and effort I have put into this case to still be dis-satisfied. It is no longer about the system, but about how this matter was handled from the very beginning.