Happy New Year, Mr. Dell
Hello Mr. Dell,
Hope you had a pleasant holiday and a happy new year.
Got another case for you. I've every confidence you can work it out.
Till next time.
Richard
**
Tuesday, November 13, 2007
TO WHOM IT MAY CONCERN:
I am writing this letter in hopes that something can be done about the terrible ordeal I have been going through with Dell.
Let me start by saying I have never owned any computer, but a Dell Computer. I purchased a Dell about 6 years ago and was very satisfied with it. I never had any problems, and it ran like a baby. Like every other computer it hit it’s last leg about a year ago, and so needless to say I purchased another Dell computer every thing went fine until I had to look at the system data and realized I was sent an ‘analog monitor’ instead of the digital I had requested and paid for. Well everyone makes mistakes, and since the monitor looked good I didn't complain; however, this is not the issue at hand.
I recently purchase a Dell all in one printer Order # 908944914 around November 3, 2007 and received this printer is just a few days. It works great and I had no problems with the order (other then it not be reflected on my Dell profile as having been ordered).
I then decided I wanted to purchase something for my grandson’s birthday and placed two separate orders one for a MP3/4 player (including another MP3/4 for my granddaughter for Christmas with a Disney track card)order # 916977021, and for a web cam order # 916520441. Right after I placed the orders, my daughter and I decided we wanted to order a Playstation 3 and some games for my grandson. We called and canceled the other two orders, and placed the order online for that order # 919528821 .
My first problem is that my daughter and I both have Dell profiles set up on the Dell web site. I qualified for credit with Dell through the Preferred Account, and my daughter did not. My daughter and I recently moved into the same home located at 1001 Baker Avenue Augusta, GA 30904. My old address is 1006 Valley Road Aiken, SC 29801, and her old address is 116 Hickory Drive Martinez, GA 30907. Every order that has been placed to Dell has been by me, and not her. She only decided to make a profile for technical help and the like.
I have been going through a terrible time. I have received acknowledgement and confirmation emails for the same order with one having my information and the other having my daughter’s. My credit amount is reflected when my daughter logs in to her Dell account. Neither my daughter nor I use the same email address, password, etc… for our Dell profiles. We do however use the same PCU.
I received a shipment confirmation for both orders that I ultimately canceled several days earlier, after I had to make sure they were canceled with several phone calls to Customer Service. The craziest thing was that order # 916520441 was shipped to my old address of 1006 Valley Road Aiken, SC 29801 under my daughter’s name (I was able to see this on the shipment email sent out from Dell), this information was updated on my Dell profile weeks ago! I will not be able to receive that merchandise (to return it) since I no longer live there. The order that I wanted was placed November 8th, and since then has disappeared into thin air two times, and I have had to reorder. I spoke with the Order Online Modification Department after an email I received about my order being delayed. They didn't seem concerned that there was a problem, and it looks like they reordered the order that I wanted just yesterday (November 12th by phone which is order # 919528821) ?? I called again to make sure it went through, since this was the first time I received a confirmation that included an order number over the phone (the guy never sent the email he said he would send). Finally I got a confirmation email with all of my daughter’s info instead of mine (after 3 calls just to get a confirmation email). I was concerned about this since she doesn't have a Dell Preferred account, and all the amounts, credits, and interest rates were marked with zeros. I called again, and was told by financial services that the order had been blocked, and I needed to speak with another department. I spoke with them, and they said my account had been randomly selected for review. I was informed that they had no idea when the order (order # 919528821) would be shipped.
Yesterday I received one of the orders; I had canceled approximately 4 times, via telephone. It included only one of the items from the order (# 916977021 ) which is item # A1236739.
I have gone round and round with Dell CSR, Financial Department, and some other department. My Dell preferred account under my Dell profile shows me with an available credit of $462.60 (I was approved for $2000.00 in credit). Currently, I have only wanted the printer order # 908944914 (cost: 191.53 including tax),and the Playstation 3 with games and accessories order # 919528821 (cost: $980.02 including tax). This would leave me with a remaining available credit of $842.57. Even if I had wanted the above other 2 orders the web cam (cost: $133.73 including tax) and the MP 3 Players and music card (cost: 216.93 including tax). it would have left me with an available credit of: $477.79.
As you can see I have several problems all going on at once, and am very disappointed in the service I have received from Dell. Based on what I have seen on the Internet, many, many others are disappointed too. I only want to receive the order I ordered in time for my grandson’s birthday. Have the canceled items credited back to my account, and maybe see Dell give their customers access to someone that can truly help them. I was only able to talk to people from India who claimed there was no manager or supervisor that I could speak with. I have never experienced anything that seemed so corrupted, disorganized, rude, and uncaring from any company. This is not good for Dell, and they need to do something quickly to change it before the company falls apart.
I will be calling Dell again today, maybe I will get lucky and find someone that can help me.
Sincerely,
Cecil S. Atchley
1001 Baker Avenue
Augusta, GA 30904
(706-306-7527)
Below are several case numbers I have received via email from Dell since this all began. It would be nice if you could help me please.
Case # 178892068 – sent November 5th 2007
Case # 178892068 – sent November 5th 2007
Case # 179302373 – sent November 9th 2007
Case # 179268741 – sent November 9th 2007
Case # 179352236 – sent November 10th 2007
I did not receive these Case # emails for my every contact with Dell) From November 5th to November 12th I have contacted Dell via Chat or been contacted via email by them approximately 26 times, and had 20 phone call conversations with them all of which were initiated by me). Nothing was done the way they said it would be. Orders were not canceled and the order I wanted was not placed 3 times, and supposedly is now (seeing as how I have an order number for it # 919528821) but is “on delay” or blocked. No one seems to know what the problem really is.
Hope you had a pleasant holiday and a happy new year.
Got another case for you. I've every confidence you can work it out.
Till next time.
Richard
**
Tuesday, November 13, 2007
TO WHOM IT MAY CONCERN:
I am writing this letter in hopes that something can be done about the terrible ordeal I have been going through with Dell.
Let me start by saying I have never owned any computer, but a Dell Computer. I purchased a Dell about 6 years ago and was very satisfied with it. I never had any problems, and it ran like a baby. Like every other computer it hit it’s last leg about a year ago, and so needless to say I purchased another Dell computer every thing went fine until I had to look at the system data and realized I was sent an ‘analog monitor’ instead of the digital I had requested and paid for. Well everyone makes mistakes, and since the monitor looked good I didn't complain; however, this is not the issue at hand.
I recently purchase a Dell all in one printer Order # 908944914 around November 3, 2007 and received this printer is just a few days. It works great and I had no problems with the order (other then it not be reflected on my Dell profile as having been ordered).
I then decided I wanted to purchase something for my grandson’s birthday and placed two separate orders one for a MP3/4 player (including another MP3/4 for my granddaughter for Christmas with a Disney track card)order # 916977021, and for a web cam order # 916520441. Right after I placed the orders, my daughter and I decided we wanted to order a Playstation 3 and some games for my grandson. We called and canceled the other two orders, and placed the order online for that order # 919528821 .
My first problem is that my daughter and I both have Dell profiles set up on the Dell web site. I qualified for credit with Dell through the Preferred Account, and my daughter did not. My daughter and I recently moved into the same home located at 1001 Baker Avenue Augusta, GA 30904. My old address is 1006 Valley Road Aiken, SC 29801, and her old address is 116 Hickory Drive Martinez, GA 30907. Every order that has been placed to Dell has been by me, and not her. She only decided to make a profile for technical help and the like.
I have been going through a terrible time. I have received acknowledgement and confirmation emails for the same order with one having my information and the other having my daughter’s. My credit amount is reflected when my daughter logs in to her Dell account. Neither my daughter nor I use the same email address, password, etc… for our Dell profiles. We do however use the same PCU.
I received a shipment confirmation for both orders that I ultimately canceled several days earlier, after I had to make sure they were canceled with several phone calls to Customer Service. The craziest thing was that order # 916520441 was shipped to my old address of 1006 Valley Road Aiken, SC 29801 under my daughter’s name (I was able to see this on the shipment email sent out from Dell), this information was updated on my Dell profile weeks ago! I will not be able to receive that merchandise (to return it) since I no longer live there. The order that I wanted was placed November 8th, and since then has disappeared into thin air two times, and I have had to reorder. I spoke with the Order Online Modification Department after an email I received about my order being delayed. They didn't seem concerned that there was a problem, and it looks like they reordered the order that I wanted just yesterday (November 12th by phone which is order # 919528821) ?? I called again to make sure it went through, since this was the first time I received a confirmation that included an order number over the phone (the guy never sent the email he said he would send). Finally I got a confirmation email with all of my daughter’s info instead of mine (after 3 calls just to get a confirmation email). I was concerned about this since she doesn't have a Dell Preferred account, and all the amounts, credits, and interest rates were marked with zeros. I called again, and was told by financial services that the order had been blocked, and I needed to speak with another department. I spoke with them, and they said my account had been randomly selected for review. I was informed that they had no idea when the order (order # 919528821) would be shipped.
Yesterday I received one of the orders; I had canceled approximately 4 times, via telephone. It included only one of the items from the order (# 916977021 ) which is item # A1236739.
I have gone round and round with Dell CSR, Financial Department, and some other department. My Dell preferred account under my Dell profile shows me with an available credit of $462.60 (I was approved for $2000.00 in credit). Currently, I have only wanted the printer order # 908944914 (cost: 191.53 including tax),and the Playstation 3 with games and accessories order # 919528821 (cost: $980.02 including tax). This would leave me with a remaining available credit of $842.57. Even if I had wanted the above other 2 orders the web cam (cost: $133.73 including tax) and the MP 3 Players and music card (cost: 216.93 including tax). it would have left me with an available credit of: $477.79.
As you can see I have several problems all going on at once, and am very disappointed in the service I have received from Dell. Based on what I have seen on the Internet, many, many others are disappointed too. I only want to receive the order I ordered in time for my grandson’s birthday. Have the canceled items credited back to my account, and maybe see Dell give their customers access to someone that can truly help them. I was only able to talk to people from India who claimed there was no manager or supervisor that I could speak with. I have never experienced anything that seemed so corrupted, disorganized, rude, and uncaring from any company. This is not good for Dell, and they need to do something quickly to change it before the company falls apart.
I will be calling Dell again today, maybe I will get lucky and find someone that can help me.
Sincerely,
Cecil S. Atchley
1001 Baker Avenue
Augusta, GA 30904
(706-306-7527)
Below are several case numbers I have received via email from Dell since this all began. It would be nice if you could help me please.
Case # 178892068 – sent November 5th 2007
Case # 178892068 – sent November 5th 2007
Case # 179302373 – sent November 9th 2007
Case # 179268741 – sent November 9th 2007
Case # 179352236 – sent November 10th 2007
I did not receive these Case # emails for my every contact with Dell) From November 5th to November 12th I have contacted Dell via Chat or been contacted via email by them approximately 26 times, and had 20 phone call conversations with them all of which were initiated by me). Nothing was done the way they said it would be. Orders were not canceled and the order I wanted was not placed 3 times, and supposedly is now (seeing as how I have an order number for it # 919528821) but is “on delay” or blocked. No one seems to know what the problem really is.
posted by Richard at 8:25 AM
7 comments
