We ordered an Inspiron 17 laptop in late January. The system arrived with damage that clearly occurred before the computer was shipped. The track pad has never operated and the plastic surrounding the screen is cracked and separated from the main frame. I immediately reported the damage to Dell through their online support site. It took multiple contacts and finally an e-mail to Corporate for Dell to respond with a reasonable solution. Their initial response was to assert the damage might have been caused by the customer. NOTE: The laptop arrived with this damage. After much delay and making of excuses, Dell finally agreed to replace the first laptop. Because having a working laptop is essential to my work [I travel a great deal for this work] Dell agreed I could use the first laptop until the second arrived in satisfactory condition. The second computer arrived approximately ten days later. That system failed to boot correctly and, once it finally booted [after days of attempted repair] it crashed on each use. It took multiple telephone calls, e-mails and finally a USPS letter to Corporate to get a response from the Company. The initial response was to once again blame the customer for the issues with both systems. After weeks of receiving no response and struggling to work with a damaged computer, a Dell agent finally responded. His response was to minimize, insult and attack – claiming that the Company was not responsible for either system because we had yet to return the damaged systems. At the same time, he claimed Dell would not authorize the return and I would have to be responsible for the cost of return and for any damaged incurred during transit. Throughout this ordeal, no one at Dell has ever accepted responsibility for shipping a clearly damaged computer; not doing any quality control prior to shipping either system; apologized for the debacle they created or made any effort to provide a reasonable or respectful response. Attempts to contact upper management to enlist their assistance have proven frustratingly futile. No matter what channel of communication I attempt, the matter is sent back to Dell’s India based customer support. This means attempting to communicate with individuals who, in my experience, are less than completely fluent in English. I have been dismayed and rather shocked at the rudeness and dismissive attitude of those with whom I have been forced to interact. Prior to this experience, I had done business with Dell for over twenty years. At no point, before this debacle, would I have expected this level of disservice from this company.
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Dell Computer, INC Failed to deliver working, non-damaged computer Round Rock Texas!!
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Official Report ID#: 237510
Address: One Dell Way Round Rock, Texas United States