Jonathan Andrew Sheen (leviathan0999) wrote,
Jonathan Andrew Sheen

Dude, I'm Regretting a Dell!

What follows is an e-mail I just sent to Dell customer service. I'm really looking forward to receiving this computer, but the next time I buy a Dell, it's going to be used and on the secondary market.


I understand the normal policy and procedure, and it is unsatisfactory to me. I need this issue escalated to the level of someone with the authority to override that policy/procedure.

On 10/21 I made an online debit card purchase of a Dell Studio 1735 laptop, and a case for it. The order numbers are 502983053 and 502983186, and the Dell Purchase ID is 2001466461197.

When, after three days, the money still had yet to be withdrawn from my account, I called to inquire as to the status of my order, I was told that Dell's policy/procedure is not to withdraw the funds until the item is shipped, which is approximately two weeks away.

This is not satisfactory to me. I understand that it pleases many of your customers, but it essentially freezes my primary bank account for two weeks, as I must make sure that no transaction pass through that account that would draw its balance below the purchase price.

I need that money withdrawn, or, failing that, a debit authorization hold placed on those funds, to insure that funds will remain available for this purchase.

I have repeatedly called your Customer Care Center for US Consumer Care, Home Segment, in Mohali, India. This would not be my first choice. I would naturally assume that, as a US Consumer buying from a US company, I would be able to reach a call center in the US, staffed by agents who are empowered to (A) act on behalf of your customers, and (B) escalate to someone in a position of authority if there is a matter that is beyond their own authority.

Instead, I spoke to agents like "Pawan" (ID # 124817) and "supervisor" "Shane," (ID #106233) who refused to answer questions, refused to escalate calls -- in short refused to do anything other than read from a script that they "would not be able" (Read: "REFUSE") to help me. "Pawan" was especially delightful, with his customer-service oriented response that, "We do this for you, and you're complaining about it. If you don't like it, cancel the order!"

This is appallingly bad customer service, and I know, having been a professional in the field for the last 20 years or more.

I have never bought direct from Dell before. At this point, as great as your products are, I will never buy from Dell again, and I will be loudly advising all my friends nad all my readers to avoid your company like the plague. Your customer service operation is nothing less than disgusting.

How hard could it possibly be to get you to just take my money?


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