Dell Computer Complaint

Reviewed by marymacc Complaint

0

In May of this year, I ordered a replacement battery for a Dell Inspiron laptop computer online at www.Dell.com. One of Dell's online sales representatives confirmed that the part ordered was compatible with my laptop before the order was placed. I received an email confirmation of the part I ordered indicating the part would be shipped shortly. The fun begain after receipt of the second email from Dell (confirming part shipment) as I noted that the part number was different from the one originally ordered plus was for a Latitude laptop -not a Dell Inspiron laptop. I called Dell notifying them that they had shipped the wrong part plus contacted DHL Shipping to return the part to the vendor. Dell received and signed for the returned part (never delivered to me) on May 27th. I have not received my refund for the part yet.
Several rounds of phone calls plus emails have been sent to Dell's outsourced customer service division. Each time a representative promises action on the refund plus provides a time frame within which the refund will be received. At the end of the timeframe, guess what? - no refund. Another round of phone calls, another round of promises, new timeframes for an expedited refund and at the end of these "expedited refund timeframes" - no refund. And, by the way, a lot of "dropped" phone calls on the end of Dell's customer service. Their representatives don't like to deviate from their "scripted" replies to provide an answer as to why the previous refund requests were'nt handled correctly. So, beware buyers, when making an online purchase from Dell. If the order is incorrect, don't count on getting a refund back anytime soon. Also, don't count on any real customer service or resolution of issues - only scripted responses from a customer service department with no real action behind the response. Dell must have a serious cash flow problem to be delaying customer refunds for indefinite time periods. I can't recommend Dell anymore.

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