We recently purchased a Dell Mini 9 Laptop. We received in an appropriate amount of time. Within four days the system crashed, and we had not even loaded any new programs, just general use. We soon found out that Dell provides very poor customer service. First, I asked numerous times to return it for a new one (we only had it four days!) to no avail. Technical support proceeded to have me stay on the phone for 2 hours problem solving. When it was not successful, they asked me to run a program clean-up (apologize for my lack of technical knowledge), and the manager promised to call back within 1 hour when the program clean-up was likely to be complete. He did NOT call back. I called again, and after another 30 minutes on the phone they agreed to overnight a new hard drive. It took 3 days (not overnight) to receive it. The box included only the hard drive casing, NO actual hard drive. I had to call Dell AGAIN. They still would not grant me a new computer and agreed to send a hard drive within 5 days. At this point, it has been approximately 2 weeks since my new computer arrived, and I am stuck with a broken laptop. Not to mention, I have spent at least 5 hours dealing with customer service. I am appauled at their poor customer service. It makes me concerned about potential problems with the computer in the future and the need to deal with customer service.

I'm trying to go green so I asked Dell customer service to remove my name from the mailing list because they send me the most junk mail of all. I called several times for a year, and finally I noticed that you can mail the mailing label back to them and request removal. (PLEASE EVERYBODY DO THIS.) So someone at dell thought they would be funny and make up a crazy long name and keep my address on the mailing list. Not only that, these a-holes then sold the crazy made-up name to other mailers like Target and Bed/Bath. Dell is not green, it's mean.

In February I purchased a laptop from Dell. Within a few days I began calling Dell because the computer was defective. I was transferred 13 times on one call, called over 20 times, each time I was connected to someone in India, who transferred me to someone else in India. While I was on hold, a recording told me that for an additional fee I could speak to someone in Northern America.

After I was cut off the last time, I gave up and sent the computer back to Dell with a letter explaining my frustration with their customer service and requesting they not send me a replacement.

Then I began to get statements and dunning phone calls from Dell Financial Services saying I owed them the cost of the computer. I wrote them several times and told them I didn't have the computer, they did and I owed them nothing. Last month I spoke to a customer rep in Financial Services who actually called me back and told me she had resolved the issue, my balance was zero and I would not hear from Dell again.

Last week I received another statement and Friday I got a dunning phone call. I called Financial Services again yesterday. I got a rep who could not think or speak anything but what was on her script. She continued to tell me I owed for the computer, I kept telling her they had the computer and have had it since February, she would go right back to script and asked me if I wanted to make a payment. I gave up.

Today I am writing the president of Dell because I cannot believe the level of customer service they have. It is outrageous. I am enclosing a copy of my return receipt for the computer signed by their employee on February 25th.

If anyone has suggestions who else I can write to I would appreciate it.

I have 50 hours logged on the phone with this issue, over 6 months I believe at this point.

I ordered a battery to replace the one that died two weeks after my warranty was up (hmm?)

I was sent the wrong battery. I told them this on the phone. They told me that I was wrong. My drivers were deleted. I reinstalled all my drivers and called them back. They said sorry too bad.

I called again and again. Then I was told that if I gave them $50 they would help me "fix" my computer. After paying they found out that I was indeed not the moron they accused me of being. They sent me the wrong battery.

They sent the replacement battery to my parents house???? Who knows how they got that??? Kinda creepy!!
Though my parents never got the package.

They sent a third battery to me. So I got my battery 3 months after ordering it, and having no computer for the entire summer ( a bummer for a teacher)

I was told 5 months ago that I would be refunded the money for the battery (as an apology fir calling me a moron?) Though i never got it!

I have spoken to them probably 50 times. I have been "personally guaranteed" from 10 supervisors that I would get the deposit in 8-10 days. I guess they are playing the time card. I can no longer refuse the charges through my bank. (works well for them!)

I will never, ever, ever, purchase another Dell product. This has been the bane of my existence for six months now.

Please read below!

This is my reply to their uncaring response.

This is the response I get from Dell after explaining my problem. Surely you can reference my dell account number that I filled in or my name and address but since you can't my customer number is xxxxxxxx, xxxxxxxxxxx equipment sales.

wouldn't a call have been more appropiate? This is the lack of customer concern I am complaining about.


Dear John D Moore,

Thank you for contacting Dell Online Customer Care.

To protect your data privacy, we require a Dell identification number. This can be

found on any communication you have received regarding this order.

A Dell identification number can be an order number, customer number, service tag

number, express service code number, case number, or DPS number. I would request you

to provide the name on the account as it appears on the original order documents.

Please get back in touch with us once you have located this information and we will

be glad to assist you.

Sincerely,

xxxxxx xxxxxxxx

Rep ID xxxxxxx

Dell Online Customer Care

http://support.dell.com

When corresponding with Dell, please include your order or customer reference number.

Original Message Follows:

------------------------

* * * PLEASE DO NOT CHANGE THE SUBJECT WHEN REPLYING * * *

*** This is a feedback Message from the Dell Online Communications Center. ***

******************************************************************

Customer Information:

***********************************************

Requesting Organization(Empty for DHS) =

Name = xxxxx

Customer Number = xxxxxxxxxxxxxxxxxx

Requestor E-Mail =xxxxxxxxx

Contact Phone =731-xxx-xxxx

Service Tag =

Case Number =

Order Number =

Issue Category = Other Question not listed

Year Of Birth = NA

***********************************************

Ship To Address:, -

Bill To Address : xxxxx blvd



jackson, TN 38301-

***********************************************

Problem Description:

20th January 2009 Letter to Dell computers concerning a very unfruitful and

disappointing Christmas for my daughter Rebecca.

To whom it may concern:

I ordered my daughter Rebecca a laptop for Christmas with a protective sleeve. I

received the sleave within a few days. Her laptop, is however, a different story.

Dell sends me a delay notice, and I assume it's just the holidays and I prefer dell

computers, so no big deal, I'm in business and delays happen. I tell my daughter

it's on its way and not to worry. Today is the 20th of January and when I call, I

find out my order is canceled due to a credit hold according to customer service,

who refers me to the credit department. The credit department doesn't know what I'm

talking about and that my account is fine with a balance of $21.84 and an available

balance of $4, 333.82(out of $5, 000.00) and is very willing to transfer me back to

sales so I can reorder the laptop that I DID NOT CANCEL. This is rediculous! I

have had to cover for your company(DELL) to my daughter for a month telling her

everybody is busy and delays happen, but the lack of concern is unbelievable. I

received the bill for the sleave but did anyone wonder what was suppose to go in the

protective sleave? No! You deducted the amount of the laptop from my available

credit and You canceled my order for no reason and no reason was sent or stated

anywhere on the email(it did say it was reordered but I had to search for that by

checking the additional orders link, but customer service said it was on hold??? and

the credit department said it was canceled???). If I had not called then I would

still be making excuses for Dell to my daughter, who wonders why she was left out at

christmas. This may not be important to Dell but as a father it is very heart

breaking to know that your company is aware that these could be christmas gifts and

you would figure that somebody would take a little special care at this time of the

year. Times are tough and this was her only gift and now that I just told her the

truth, well you can only imagine how I and especially she feels, oh wait, you

propably can't because if you did I would have gotten a notice of regrets and not a

cancelation of order on a delayed notice. Delayed means; on it's way, NOT

CANCELLED. I just thought I would outline this fact for the person who sent the

email. I thought I was a valued customer, but I'm sure now that other people live

by this same illusion.

I have not used any other brand since my first Dell that I purchased. I have

never had many technical issues and love the product. I have 7 Dell computers at my office and I know of at least 10 at our other associated offices. I have defended your product against recommendations of HP, gateway, toshiba and others and have always remained faithful. I find the above facts an outrage considering the current facts at hand. The economy is

rough enough for small businesses and families without large companies deciding to be inconsiderate at christmas. I assume this was an over sight, but really, you remembered my bill.

I have not decided whether I will continue to use the Dell product, I like it but feel that it has lost the respect for it's customers who support it so well.