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 Dell Allows Employees to Mislead Customers!
Posted Tue March 3, 2009 12:00 pm, by susi g. written to Dell Computer Corporation
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If you can't rely on a Dell employee to give you good advise on purchasing one of their computers, who can you count on?
On Dec. 30, 2008, I checked into purchasing a new computer rather than paying to fix the old one. Since I already owned a Dell laptop, I thought I would find out what the price would be to purchase a new one that was compatible with the programs I was already using. I fully explained to the sales representative what programs I had on my old computer and what I worked with most of the time. I told him that I wanted to be able to transfer my files to the new computer and to quote me the price one that had the same capabilities but that ran even faster. He recommended the Inspiron 1525 with Vista and told me that I could just transfer my files to the new computer when it arrived. I told him that I currently had XP.
I continued to do some more research on computer prices. On January 1, 2009, I called Dell back and , I spoke to a second salesperson and ordered the laptop that the first salesperson had recommended.. I went over the information in great detail and specifically asked him again if I would just be able to transfer my files to the new computer. I explained that I used specific programs and did not want to have to learn new programs. He responded that I could just transfer directly and it would be exactly the same. Since I am technically challenged about the workings of a computer, I took his advise and authorized the purchase.
My new computer (Inspiron 1525, Intel Pentium Dual Core T3200 (2.0GHz 667Mhz, 1M L2 Cache) was shipped on 1/9/2009 and delivered on 1/13/2009 by FedEx.
After receiving the computer, I attempted to load my old software onto it but it did not work. I contacted Dell and they said they could walk me through this process. They told me they would have to charge me an additonal fee to do this so I told them that I would rather do it locally. They never gave me any kind of claim # since they really didn't do anything but tell me what they would be able to do if I paid them. I took the computer locally to have this done but was told that I needed to contact Microsoft as they did not think my programs would work with Vista. I contacted Microsoft directly as well and they informed me that they could help me but that the programs would not work for long as they are not compatable with Vista. They were the first to tell me that I would need to get a different program costing over $300 +.
I got back in touch with Dell to explain that their sales representative had not told me I would have to make an additonal purchase to transfer and use my old files.
I was than shuffled from hardware tech support to software tech support, to customer service, only to get transferred a number of times again as well as getting disconnected a number of times. I kept persisting to try to get to someone in charge.
Since the original cost of the new computer was $637.00 , if I had to pay an additional $300 for the software that I was told that I didn't need, that would have brought my total cost to almost $1000. Had I known this in the first place when I was making my original decision as to whether to purchase a new computer or fix the original one, I would have opted for a repair rather than a new one.
Customer service recited their "policy" was that they would not accept the computer for return after 21 days. When I told them that I had been trying to work with Dell for a number of weeks on this problem and could not get it resolved, they informed me that they had no record of me contacting them. I assured them that of what departments I had spoken to.
After serveral phone calls, letters, emails and talking to serveral people in almost every department there, I still get the same answer. They will not honor what their sales rep told me and refuse to authorize me to return the computer stating the 21 day requirement. We are actally talking about a difference of about 3 days based on when I received the computer and when they "have a record" of my calling even though I called before that.
In additon, their employee recommended that I open a Dell charge and I would get $100 credit to be used later, he omitted to tell me that the credit had an expiration date and also conveniently did not tell me that the credit had to be used in full on only 1 purchase. Another misleading fact.
Customer service told me that ALL calls were recorded yet when I asked the supervisor to check the recordings for my previous contacts with the company, he told me that cutomer service was mistaken and that only SOME of the phone calls were recorded.
Dell's employees mislead you and than the company refuses to accept responsibility for misinformation and/or lack of information given to me by their employees. This misrepresentation is costing ME money. And still I have a computer that will not give me access to my records.
I purchased this product in good faith that it would work the way I was told it would.
In closing, I am not asking for something that I do not feel I am entitled to. All I am asking for is for Dell to stand up and make good on the misrepresentation of the capabilities of this product by either giving me the proper software to a transfer and access my old files (Microsoft Office 2007-Professional version) or authorizing my returning the computer and giving me full credit of my purchase.
The bottom line here is.
1. The Dell salesperson misrepresented the capabilities of this computer when I ordered it.
2. I have made several phone calls to Dell over the past weeks attempting to resolve my problems.
3. I have attempted to come to some kind of agreement with Dell a number of times.
4. I was informed that the only way I could access my files on my new computer would be by making an additional purchase of the software at an additional cost of around $300 or more...making my total investment around $1000.
5.I have tried to get authorization to return the computer and it was denied over a technicality .
6. The computer was delivered on 1/13/2009
7. My computer is financed through Dell Financial Services (an account I opened when I made the purchase).
8. I wrote letters, sent emails and telephoned Dell and Dell financial putting this matter and my account in dispute. I stated that I had originally planned on paying my bill IN FULL when it came (as I do with all of my bills so as not to accumulate finance charges).
I did not plan on paying my bill until this matter was resolved and than I would ONLY pay the original amount due and WOULD NOT pay any additional finance charges.
9. Today, after being disconnected 7 times, I spoke to someone at Dell Financial because of past due phone calls and additonal fees which were added to my account. It was only than that they told me that they did not consider my dispute claim valid.
I do not want to own something that I did not pay for, however, paying for something that does not work the way it was to work is something that I refuse to do.
ps...please refer to #2 of your online communication policy which reads:
"...Any Dell employee or representative engaging in online, electronic dialogue as a delegate of the company is required to meet a standard that mandates:
2. Accurate Information. Dell employees and other company representatives may not knowingly communicate information that is untrue or deceptive. Communications should be based on current, accurate, complete and relevant data. Dell will take all reasonable steps to assure the validity of information communicated via any channel but it is the employee's or other company representative's responsibility to assure accuracy in the first instance."
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by jeishere Posted Fri March 6, 2009 @ 9:35 AM
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It sounds like you have some very specific computer needs and maybe
some software that is not compatible with Windows Vista.
I'm glad you got your Dell issue resolved but it's going to be very
hard for someone to answer you questions correctly over the phone. To
do it right this time, you are either going to have to get the
"techie" in you family to help you out or take you PC into a local
computer store and go through program by program and decide on the
right computer for you. I don't think you are going to get good
results at any big box store, so you will probably have to find a
local person willing to spend the time with you. Of course, you are
end up paying a lot more than you did for the Dell.
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by susi g. Posted Thu March 5, 2009 @ 6:38 PM
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Just an update for all of you. I held my ground w/Dell and continually
told them that I was NOT paying for this computer due to the fact that
I specifically explained to the sales rep. exactly what I was doing
with my old computer, what programs I was using, and specifically
asked him if I would be able to just transfer my old software into the
new computer and than transfer and open my old files. Upon his
recommendation, I purchased a computer that should have been able to
do all of this w/o my having to make any additional purchases. His
assurance lead me to make this purchase. His misinformation is what I
was basing my claim on and the company policy of backing up their
employees and what they tell us.
If the sales rep. had admitted that he didn't know. That would have
been fine. If he had suggested that I should check w/ the software
manufacturer, I would have understood and made more inquiries. He did
not do that.
I called, emailed, complained, posted, and stood my ground for the
company to either send me the proper software or to authorize the
computers return. They kept repeating their company policy on
returns. They told me that they make no exception to company policy.
I pointed out that their company policy based on their web site
information was to stand behind any mistakes it's employees make. I
continued to tell them that the only company policy that they did not
make exceptions for were those that benefited the company and not the
consumer.
I continued to inform them of my ground and reminded them that I
absolutely refused to pay for anything that did not do what the
company told me it would do.
They finally called me back today. Their first offer was $75 off of
the software I would need. Not good enough. Finally, they "made an
exception" and gave me an authorization number to return the computer
for full credit to my account.
This is what I wanted to do in the first place. The moral here
is....don't let the big bad company intimidate you. Do the proper
research, keep the proper records, and stand your ground.
UPS is coming to pick up the computer tomorrow and believe me...I'm
asking for a receipt that they took it as well as a receipt that Dell
received it. They will not get away with telling me that they never
got it either.
Yes, I still need to purchase another computer but it certainly won't
be from Dell.
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by PepperElf Posted Fri March 6, 2009 @ 12:03 PM
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I'm glad you got your money back!
I'd personally suggest trying to find a computer with XP on it ...
there are some places that will still do it, though MS is trying to
discourage it.
I personally ... well I read about a lot of people having trouble with
Vista, so when I had to get a new computer I went to Mac myself. Two
years later and I still love my computer.
As for Dell... I'll probably never buy one of their computers either.
I've heard a lot of bad stories about their service.
One of my friends bought one and they kept charging him illegal late
fees on his payments. Illegal because
1) He mailed the payments in before they were due and they received
them before they were due... but refused to process them until after
the date.
2) He was a month ahead in payments, so therefore they were charging
him "late" fees on payments not due until the following month.
He had to talk to their legal department twice before they stopped
harassing him. :(
but I'm glad you're settled!
I hope you can find a computer that suits your needs without all that
crap and runaround!
:)
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that you SPECIFICALLY tell the Dell rep what programs you are working
with. That could have made a lot of difference.
Personally, if I were "technically challenged" as you refer to
yourself, I would not count on someone who is being paid to sell me
something to properly advise me. I would ask a friend or family
member to help me instead. Heck, even asking someone you work with
who handles computers to guide you would be a good idea.
And of course YOU don't think you are asking for anything unreasonable
- otherwise you wouldn't be asking. However, that doesn't mean THEY
feel your claim is valid or that it falls under their guidelines for a
return.
If you really don't feel this is the computer for you, try selling it
on Craigslist or eBay. You will at least recoup your money and can
then go buy what you really need.
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by Kelshir Posted Wed March 4, 2009 @ 11:21 AM
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With the transferring you mention files in the letter. Did you asking
about moving the software itself or did you just ask about the files
which could easily mean just the data the program uses.
Even then, Dell should have told you to check with the individual
software manufacturers.
Also, even though there are many good honest sales people out there,
there are many that will tell you whatever it takes to make a sale,
always always research on your own.
However, I would never expect the hardware seller to know what the
software can and cannot do.
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Yes but
by hussyinterrupted Wed March 4, 2009 @ 1:21 PM
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by Retail Veteran Posted Tue March 3, 2009 @ 8:50 PM
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Unfortunately, Dell is not responsible for letting you know what
software will and will not work on Vista. You should have checked the
websites of the software manufacturers. I was working at Staples when
Vista came out. Many people bout new computers or upgraded their older
ones to Vista and found out after that their printers wouldn't work
because the manufacturers had not released new drivers for Vista
compatibility. I remember that many software programs also were
incompatible with Vista. Since then, most of that has changed for the
better. MS Office 2007 should have been compatible. I'm sure Microsoft
has a patch for it available.
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by Donno Posted Tue March 3, 2009 @ 7:31 PM
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My guess is Dell is not responsible for the advice that you received
regarding software functionality. I understand you are
technologically challenged, but asking the Dell salesperson on the
phone wasn't the best thing to do. That is like telling a shark you
are going to jump in the water, and asking if he'll bite you if you
do. You would have been better served to contact the software
companies who wrote the software about whether they would work with
the new system.
I was thinking as I read you could send the computer back, but then I
see this went on for weeks and you went past the 21 days. That is a
shame, because now you are stuck in Dell Hell with the rest of us
suckers. In addition, you jumped in bed with Dell Financial Services.
I'm sorry this happened to you, but you're completely toast now. The
biggest mistake was unwittingly showing customer loyalty to a company
run by a bunch of vipers.
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"I explained that I used specific programs and did not want to have
to learn new programs"
You cannot expect to buy a new computer and not have to learn new
programs. I upgraded from XP to Vista and love it. I had files which I
transferred from Word from several years back to the new WORD
preloaded on the computer and it was different.
It is still word, and I have the same files, but accessing them is
different.
I even had to transfer all of our photos to the newer programs to use
them, they were transferred correctly, are still there, but it took
some work to convert them.
I have a alot of our pictures on jump drives, one Ativia I have now is
not compatible with Vista, I know how to fix it, it is time
consuming.
You cannot expect Dell to know the in's and out of every program you
use. They probably researched that the files could be transferred,
but it often takes to work to get them to work.
Life is about learning new things. Think of all the car mechanics
that had to learn fuel injection and computers in cars. The ones that
only know how to work on carburetors were left behind. Take some
classes and learn how to use your new computer.
I love my Dell and have no issues with it. I build computers from
scratch so I may be a bit biased, but I learned how to do it, I didnt
expect technology to stand still so I didnt have to learn it.
They say when you stop learning, You stop living.
Good Day
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