back to the Dell experience

as if I am some sort of serious blogger or something, to follow up on my previous entry about my experience with the Dell Computer Company (in which I was trying to keep a sense of humor about things, as I usually do), here's an update, first a summary I am considering sending to the Attorney General of New York State who just happens to be suing Dell for fraudulent sales practices (go figure):

Dell sent me an acknowledgment email for a purchase of a laptop on their outlet site along with peripherals. The peripherals arrived six days later, but when I called about the laptop they claimed they had no such order. When I pressed them, they found the order and claimed to have lost the laptop. They transferred me to sales and tried to talk me up a few hundred more. When I questioned the bait-and-switch tactic they cut the call short with "thank you for shopping Dell". After receiving an email from a Dell manager promising to call me in response to a website complaint I posted, no call was forthcoming. Now I am having a problems returning the peripherals that I don't need without the laptop. I realize I am in Florida, but it seems Dell's questionable sales tactics extend far beyond NY and that should be known, consumer beware. Thank you for your efforts to protect consumers.

I haven't sent it, but it was a thought... anyway, so when we left off in the Dell experience, a member of a Dell "resolution group" emailed me offering his sincerest apologies for the delay in resolving my issues… he said that he checked Dell records and forwarded my email to the management for review... he emphasized how much he regretted the distress dealing with Dell has caused me. finally, he said Dell will call me in the next 24 to 48 hours to discuss my issue… heck, he about had me in tears, or at least won my patience… it's been a week and Billy Joel is singing Honesty in my ear… I must be in a New York state of mind, peaceful kind, which may be why I wrote the guy back… I'll respect the guy by not using his name or any identifying information because maybe he's got as much on his desk as i do (which is why i do my best not to make idle apologies or promises)…

Hello . . .,

I really try not to believe the worst about people or companies or anything, but it's been a lot longer than the 24 to 48 hours you mentioned in which I could expect a call to resolve my issue. In the time I waited I started questioning whether I should trust Dell. I started looking around the web and find that New York State is suing Dell for just what seems to have happened to me. The old bait-and-switch, which comes close enough to fraud for New York state to take Dell to court. (NY State Attorney General Andrew Cuomo sues Dell)

From what I can see, the complaints about Dell support, service, sales, and accounting practices have been piling up in 2007. I'd probably not have known this if I wasn't questioning why 24 to 48 hours has turned into almost a week.

I have another email from another Dell representative promising to set up a UPS pick up for the peripheral that was delivered (in spite of Dell telling me the laptop order, which included the peripheral, "never went through." Rather than try to track down what happened to the laptop I received specs and acknowledgement for in email, I was transferred to sales where I stated my limit and was given the shuffle and dodge routine to try to raise my limit by more than 30%.

As I spent my childhood in New York, I am now considering contacting Andrew Cuomo to inquire about whether his office has received similar complaints from other states. The irony is that it is Dell's false advertising, supposed mix-ups, and idle promises that is leading me to wonder if the Florida AG office has similar complaints.

All I wanted was a laptop for my kid. My mistake, it seems, was using the Dell outlet site and then believing Dell wanted to resolve, in some fair way, the order Dell supposedly lost. Now I feel more betrayed and manipulated. Trust is not an easy thing to win back from a consumer you've done wrong and in this day of the internet, word spreads very quickly.

My message on the Dell board was deleted due to a technicality (I included my support ticket number in the hope someone at Dell might actually pick up on it and help). I have not followed up with public complaints and have not made the rounds of the public technology forums stating my frustration with Dell. I tried believing what Dell told me.

After purchasing the laptop that never arrived, I was ready to start building my new computer and intended to start with a quad 6600 chip, at least, and comparable components. I've not questioned Dell purchases at work over the past decade. I did not realize Dell has been having the problems it's been having this year, so I was ready to buy from Dell. Now, it seems I am frustrated enough to spend tonight venting to you.

At this point I don't know if I'd trust Dell to put together a laptop for me as I'd be wondering if what I paid for was actually inside. It's sad that I would actually want to open the laptop to verify the chip, video card, RAM, and other essential parts.

So what did happen to the phone call you mentioned below that I was waiting for?

Is this how HP moved ahead in 2007?

Ironically, I've never been much of an HP fan. If anything, I'll look at Toshiba for a laptop first.

I wonder what you could possibly do to help Dell regain my trust. We may only have a hundred or so units in my small hospital, but as a director I will push to not renew our contract with Dell at the end of this fiscal year. It seems simple, do what you say you are going to do. Deliver a laptop you acknowledge was "pre-ordered". Replace it with an equivalent if it was somehow "lost". Follow up with promised phone calls or resolutions as stated in email. Be honest.

Take care Jim, and good luck with Dell.

Ric
407-325-1482

if you want to read more about the issues Dell has been having this year, here are a few sources (just click on the words):
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Dell sales and support people have unresolved issues and Dell has questionable business practices tantamount to fraud, really, the New York Attorney General is suing Dell…