Dell's new attitude is going to put them where Circuit City ended up.
in [Dell]
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From: alien on 20 Jan 2010 19:41 This post is merely a vent and a hope that someone from Dell reads this. I just received my 4th Dell computer and including my place of employment and friends and family have been involved in the purchase of 10 other Dell computers, a couple of TVs and a few monitors. Easily over $15,000 of products over the last 5 years. When ordering my latest notebook for my wife, the agent asked if I'd like a backlit keyboard. I said sure and was pleased that he brought this up as I hadn't thought of it. After ordering I was reading some reviews just passing time and read a review that mentioned "too bad this model doesn't come with a backlit keyboard". I looked closely at my email order details and sure enough there wasn't one listed. I called back and was advised that the agent was wrong to have offered that option for a 14" inspiron Z. The new agent said it was already shipped, but I could send it back and order another computer with a backlit keyboard. So I agreed and configured a studio 1555 only an inch bigger and only $50 more. Again I hang up the phone pleased. When I called to get the RMA to return the 1st notebook I explained to the agent that I was misinformed about an option on it and would like to return it. She said that there would be a restocking fee. I told her no there wouldn't because it was Dell's agent that made the mistake not mine and that I had ordered another notebook. She said "If you ordered another notebook, then what's that order number?" In a tone that implied that I was lying. I kept my cool as best as I could and gave her the new order number. I was put on hold for a total of 1 hour and 20 minutes about 15 minutes per hold with the agent coming back on the line to tell me sorry for the delay. I can only guess as to the reason for the long delays. I had already proved that I wasn't trying to rip off Dell by faking a reorder and trying to avoid the restocking fee. (BTW, I sent back the 1st computer without even breaking the seal on the box) That alone should have made me mad enough to never order another Dell but yesterday I received a call from an 800 number that showed on my caller ID 800 Service. I answered and after waiting the usual 10 seconds for a telemarketer to come on the line a Dell agent asked how I was enjoying my new Dell. I said it's a very nice computer. She then asked if I was using it for home or office. I told her home. She then said that she sees that I have a 2 year warranty and if I would take an additional 3 years warranty I would receive $50 dollars off and a $75 gift card. I politely said "I don't think I'm interested in any additional warranty at this time" I thought she would either up the offer or ask if I would like a different plan or say thank you or OK or anything but her response was ..... CLICK Wake up Dell. Your customers aren't going to put up with being treated this way for long. The reference to Circuit City in the title of this post refers to years ago when I bought one of my first desktop computers that was defective and upon returning it to the store I was told there would be a restocking fee even though it was defective. An attorney advised me that if it didn't say "unless defective" on the receipt , there was nothing I could do. So I took the $400 loss. I told the store manager that if they didn't make good on it, I'd spread the story to every person I knew. He laughed at me. I told the story for 15 years to every person that mentioned the name Circuit City to me. RIP CC. Be careful Dell. alien
From: RnR on 20 Jan 2010 21:08 On Wed, 20 Jan 2010 18:41:56 -0600, "alien" <nofenders(a)invalid.invalid> wrote: > This post is merely a vent and a hope that someone from Dell reads this. >I just received my 4th Dell computer and including my place of employment >and friends and family have been involved in the purchase of 10 other Dell >computers, a couple of TVs and a few monitors. Easily over $15,000 of >products over the last 5 years. > > When ordering my latest notebook for my wife, the agent asked if I'd >like a backlit keyboard. I said sure and was pleased that he brought this >up as I hadn't thought of it. After ordering I was reading some reviews >just passing time and read a review that mentioned "too bad this model >doesn't come with a backlit keyboard". I looked closely at my email order >details and sure enough there wasn't one listed. > > I called back and was advised that the agent was wrong to have offered >that option for a 14" inspiron Z. The new agent said it was already shipped, >but I could send it back and order another computer with a backlit keyboard. >So I agreed and configured a studio 1555 only an inch bigger and only $50 >more. Again I hang up the phone pleased. > > When I called to get the RMA to return the 1st notebook I explained to >the agent that I was misinformed about an option on it and would like to >return it. She said that there would be a restocking fee. I told her no >there wouldn't because it was Dell's agent that made the mistake not mine >and that I had ordered another notebook. She said "If you ordered another >notebook, then what's that order number?" In a tone that implied that I was >lying. I kept my cool as best as I could and gave her the new order number. >I was put on hold for a total of 1 hour and 20 minutes about 15 minutes per >hold with the agent coming back on the line to tell me sorry for the delay. >I can only guess as to the reason for the long delays. I had already proved >that I wasn't trying to rip off Dell by faking a reorder and trying to avoid >the restocking fee. (BTW, I sent back the 1st computer without even >breaking the seal on the box) > > That alone should have made me mad enough to never order another Dell >but yesterday I received a call from an 800 number that showed on my caller >ID 800 Service. I answered and after waiting the usual 10 seconds for a >telemarketer to come on the line a Dell agent asked how I was enjoying my >new Dell. I said it's a very nice computer. She then asked if I was using >it for home or office. I told her home. She then said that she sees that I >have a 2 year warranty and if I would take an additional 3 years warranty I >would receive $50 dollars off and a $75 gift card. I politely said "I don't >think I'm interested in any additional warranty at this time" I thought she >would either up the offer or ask if I would like a different plan or say >thank you or OK or anything but her response was ..... CLICK > > Wake up Dell. Your customers aren't going to put up with being treated >this way for long. The reference to Circuit City in the title of this post >refers to years ago when I bought one of my first desktop computers that was >defective and upon returning it to the store I was told there would be a >restocking fee even though it was defective. An attorney advised me that if >it didn't say "unless defective" on the receipt , there was nothing I could >do. So I took the $400 loss. I told the store manager that if they didn't >make good on it, I'd spread the story to every person I knew. He laughed at >me. I told the story for 15 years to every person that mentioned the name >Circuit City to me. RIP CC. Be careful Dell. > >alien > > > I hear you alien. I was treated the same way in a local bakery about 2 or 3 years ago and I told my wife, I won't return. I've kept my promise so far. Yes, they're still in business but they won't get my money. Of course anyone reading our stories, doesn't know if we are telling the whole truth but if there are enough of us feeling this way, we might make a statement in numbers like voters in Mass. did.
From: alien on 20 Jan 2010 21:12 "RnR" <rnrtexas(a)gmail.com> wrote in message news:2rcfl5lvan6qn85b8rp61718famdlklfjj(a)4ax.com... > On Wed, 20 Jan 2010 18:41:56 -0600, "alien" > <nofenders(a)invalid.invalid> wrote: > >> This post is merely a vent and a hope that someone from Dell reads >> this. >>I just received my 4th Dell computer and including my place of employment >>and friends and family have been involved in the purchase of 10 other Dell >>computers, a couple of TVs and a few monitors. Easily over $15,000 of >>products over the last 5 years. >> >> When ordering my latest notebook for my wife, the agent asked if I'd >>like a backlit keyboard. I said sure and was pleased that he brought this >>up as I hadn't thought of it. After ordering I was reading some reviews >>just passing time and read a review that mentioned "too bad this model >>doesn't come with a backlit keyboard". I looked closely at my email order >>details and sure enough there wasn't one listed. >> >> I called back and was advised that the agent was wrong to have >> offered >>that option for a 14" inspiron Z. The new agent said it was already >>shipped, >>but I could send it back and order another computer with a backlit >>keyboard. >>So I agreed and configured a studio 1555 only an inch bigger and only $50 >>more. Again I hang up the phone pleased. >> >> When I called to get the RMA to return the 1st notebook I explained to >>the agent that I was misinformed about an option on it and would like to >>return it. She said that there would be a restocking fee. I told her no >>there wouldn't because it was Dell's agent that made the mistake not mine >>and that I had ordered another notebook. She said "If you ordered another >>notebook, then what's that order number?" In a tone that implied that I >>was >>lying. I kept my cool as best as I could and gave her the new order >>number. >>I was put on hold for a total of 1 hour and 20 minutes about 15 minutes >>per >>hold with the agent coming back on the line to tell me sorry for the >>delay. >>I can only guess as to the reason for the long delays. I had already >>proved >>that I wasn't trying to rip off Dell by faking a reorder and trying to >>avoid >>the restocking fee. (BTW, I sent back the 1st computer without even >>breaking the seal on the box) >> >> That alone should have made me mad enough to never order another Dell >>but yesterday I received a call from an 800 number that showed on my >>caller >>ID 800 Service. I answered and after waiting the usual 10 seconds for a >>telemarketer to come on the line a Dell agent asked how I was enjoying my >>new Dell. I said it's a very nice computer. She then asked if I was >>using >>it for home or office. I told her home. She then said that she sees that >>I >>have a 2 year warranty and if I would take an additional 3 years warranty >>I >>would receive $50 dollars off and a $75 gift card. I politely said "I >>don't >>think I'm interested in any additional warranty at this time" I thought >>she >>would either up the offer or ask if I would like a different plan or say >>thank you or OK or anything but her response was ..... CLICK >> >> Wake up Dell. Your customers aren't going to put up with being >> treated >>this way for long. The reference to Circuit City in the title of this >>post >>refers to years ago when I bought one of my first desktop computers that >>was >>defective and upon returning it to the store I was told there would be a >>restocking fee even though it was defective. An attorney advised me that >>if >>it didn't say "unless defective" on the receipt , there was nothing I >>could >>do. So I took the $400 loss. I told the store manager that if they >>didn't >>make good on it, I'd spread the story to every person I knew. He laughed >>at >>me. I told the story for 15 years to every person that mentioned the name >>Circuit City to me. RIP CC. Be careful Dell. >> >>alien >> >> >> > > > I hear you alien. I was treated the same way in a local bakery about > 2 or 3 years ago and I told my wife, I won't return. I've kept my > promise so far. Yes, they're still in business but they won't get my > money. Of course anyone reading our stories, doesn't know if we are > telling the whole truth but if there are enough of us feeling this > way, we might make a statement in numbers like voters in Mass. did. Oh c'mon RnR, I can take Dell not believing I was telling the whole truth, but you?!?..... Just kidding ;) alien
From: John Novicki Jr on 21 Jan 2010 09:40 "alien" <nofenders(a)invalid.invalid> wrote in message news:hj87sl$rs9$1(a)news.eternal-september.org... > This post is merely a vent and a hope that someone from Dell reads > this. I just received my 4th Dell computer and including my place of > employment and friends and family have been involved in the purchase of 10 > other Dell computers, a couple of TVs and a few monitors. Easily over > $15,000 of products over the last 5 years. > > When ordering my latest notebook for my wife, the agent asked if I'd > like a backlit keyboard. I said sure and was pleased that he brought this > up as I hadn't thought of it. After ordering I was reading some reviews > just passing time and read a review that mentioned "too bad this model > doesn't come with a backlit keyboard". I looked closely at my email order > details and sure enough there wasn't one listed. > > I called back and was advised that the agent was wrong to have offered > that option for a 14" inspiron Z. The new agent said it was already > shipped, but I could send it back and order another computer with a > backlit keyboard. So I agreed and configured a studio 1555 only an inch > bigger and only $50 more. Again I hang up the phone pleased. > > When I called to get the RMA to return the 1st notebook I explained to > the agent that I was misinformed about an option on it and would like to > return it. She said that there would be a restocking fee. I told her no > there wouldn't because it was Dell's agent that made the mistake not mine > and that I had ordered another notebook. She said "If you ordered another > notebook, then what's that order number?" In a tone that implied that I > was lying. I kept my cool as best as I could and gave her the new order > number. I was put on hold for a total of 1 hour and 20 minutes about 15 > minutes per hold with the agent coming back on the line to tell me sorry > for the delay. I can only guess as to the reason for the long delays. I > had already proved that I wasn't trying to rip off Dell by faking a > reorder and trying to avoid the restocking fee. (BTW, I sent back the 1st > computer without even breaking the seal on the box) > > That alone should have made me mad enough to never order another Dell > but yesterday I received a call from an 800 number that showed on my > caller ID 800 Service. I answered and after waiting the usual 10 seconds > for a telemarketer to come on the line a Dell agent asked how I was > enjoying my new Dell. I said it's a very nice computer. She then asked > if I was using it for home or office. I told her home. She then said > that she sees that I have a 2 year warranty and if I would take an > additional 3 years warranty I would receive $50 dollars off and a $75 gift > card. I politely said "I don't think I'm interested in any additional > warranty at this time" I thought she would either up the offer or ask if > I would like a different plan or say thank you or OK or anything but her > response was ..... CLICK > > Wake up Dell. Your customers aren't going to put up with being treated > this way for long. The reference to Circuit City in the title of this > post refers to years ago when I bought one of my first desktop computers > that was defective and upon returning it to the store I was told there > would be a restocking fee even though it was defective. An attorney > advised me that if it didn't say "unless defective" on the receipt , there > was nothing I could do. So I took the $400 loss. I told the store > manager that if they didn't make good on it, I'd spread the story to every > person I knew. He laughed at me. I told the story for 15 years to every > person that mentioned the name Circuit City to me. RIP CC. Be careful > Dell. > > alien Had a similar experience with Gateway back in 1999. Ordered a laptop for college in May from one of the local Gateway Country stores, so that I could learn it and have it before school started at the end of August. The store was a little over an hour away, but I wanted to see the models before deciding. Go there, pick out what I want, getting ready to leave (to order it at home), when the manager said that he could have it shipped to my home in 2 weeks, if I ordered there. (At that point, the stores were usually the destination point, not the home.) Go OK, pay, and go on. Two weeks come and go, no shipment. A month comes, no shipment. Call the store, ask what the holdup was, some component, say ok. Wait until the beginning of July, when my order says its delivered. However, not at my home, at the store. In my excitement, I wasn't too worried. Drive the hour to the store, pick it up, bring it home, turn it on, and starts to load. Then, blue screen. (Windows 98 at that point). Having worked with computers, know something is up, call the help number, wait on hold for 90 minutes, then proceed to walk through all the troubleshooting steps (2 hours). Say the OS needs reloaded. OK. Still on phone, begin process. Process craps out. Agent says I need to return to store with machine. Do so next day. Store manager says I need the CDs also (which the phone rep agent says I didn't.) Leave machine, go home, get CDs, go back. Machine gets mailed out. 10 days later, machine back, go to pick up. Getting smarter now, open package at the store, CDs missing. Manager said didn't send originally. Know I did, kept documentation, showed, manager said I would get another set. Turn machine on....SAME PROBLEM. Had enough, asked for refund for new machine, as its within 30 day return window from delivery. Manager said no, as from time of purchase (before order) to this point, over 30 days. Have paperwork that says from delivery/receipt. Wasn't arguing further with idiot. Left machine, called credit card company and Gateway directly to dispute charges. After two months of fighting with Gateway about paperwork, finally get full refund. (If it wasn't for credit card company being on my side, we'd still be fighting.) Now, beginning of August, computerless. Go home after leaving machine at store, order Dell laptop online, at door in a week, goes to college, no problem. Hopefully, Dell will not get further into problems as if they follow Gateway's footsteps, they won't be around long.
From: maps on 21 Jan 2010 10:25
On Wed, 20 Jan 2010 18:41:56 -0600, "alien" <nofenders(a)invalid.invalid> brought the following to our attention: > I told the store manager that if they didn't >make good on it, I'd spread the story to every person I knew. He laughed at >me. I told the story for 15 years to every person that mentioned the name >Circuit City to me. RIP CC. Be careful Dell. LoL.. I'd been joking about the demise of CC for years. Also recall a retailer named Tweeter. They sold hi-end video and custom sound for automobiles. For a while there I was openly suggesting that CC and Tweeter should merge, calling the new company `Circuit Tweetie.� Both of them went under, however I doubt Dell will ever go under because they are international and have so many (tons of) gvmnt and corporate customers. The company is well-connected also. -ed |