Ordered a Dell Studio desktop on 1/16/10 against my better judgement due to past negative experiences I've had with them. Anyway, the pc arrived on 1/27/10 and due to personal reasons I was not able to actually open the sealed and undamaged boxes until yesterday 2/17/10 - 22 days after the initial delivery. When I opened the box that held the tower I discovered much to my dismay that the basic keyboard and mouse that came with the order was not included. Of course I immediately contacted Dell's crack team of customer service specialists and they did agree with me(after being on hold for 10 minutes) that the keyboard should have been in the box with the tower - they're good huh? But... the time limit for such findings is 21 days so I was told I would now have to purchase the keyboard and mouse if I still wanted it. I replied why should I have to pay for an item that was to be included with the package - and this was not an upgraded item - when it is the fault of whoever packed the box on Dell's end in the first place. The reason; it was 22 days since the purchase - one day over the limit. Sorry sir that is our policy was the answer given. I asked- what if I had discovered this yesterday I assume there would have not been any issue - yes that is correct sir. The difference of one day and it was their mistake. Granted I should have opened up the boxes prior but I thought I had at least 30 days to inspect. I have never seen a company that displays such disregard for their customers. Besides the fact you're on the phone a minimum of 30 - 40 minutes for something simple getting switched all over and having to repeat the same story over and over again to each new person you speak to and ultimately wind up with the original person anyway, you wind up at the end hanging up usually frustrated because your ear hurts and the customer service team just does not work with you whatsoever. The customer is never right with Dell and you would think that with so many people that purchase Dell equipment that there would be an ounce of empathy for the people that keep them in business. I personally feel it's disgraceful the way they handle things and rest assured I will never purchase a Dell product again and I hope that other perspective buyers read the pages of complaints that are listed all over the web - I know I should have.
Frank from Staten Island, NY