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Right of Reply email sent
29/10/2008
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myStory Dedicated Page in the Public Domain
Complainant: Mr R Pinner
Town/City of Residence: Worcester Park
Published : 01/11/2008
I bought an inspiron 530s which broke. Dell made me buy a new part because they said it was out of warranty, however after buying the new part and installing it myself it still doesn't work. They conceded and said they would collect it. They only collect on week days at office hours so it was impossible for me to get the machine picked up. As this has been going on for almost six months I eventually took the 13kg machine to work on a bust commuter train. They collected it, leaving a message on my phone ten minutes before collection about backing up data and removing passwords (impossible to do) and not to box the machine. They said I'd have in on Monday (today). I got a call saying that the service tag for my complaint and the machine they have do not match. They've placed the order on hold. What have you attempted to do so far? After spending a lot of time and money on their terrible outsourced phone system, which uses 0845 and 0870 numbers I decided to converse only by email. Each reply is several days after my enquiry and does not do what I need. They only ever call me while I'm at work and can't aswer the phone and leave messages which it's too late to do anything about. I've asked them for details about how to complain officially and received no help there (the emails literally ignore my request). Why you feel your complaint has not been fairly or properly addressed by the company? I still do not have a computer which works and I had to pay a fortune to buy the new part which didn't fix the problem. I want to cry. Mr Pinner has sent an update to the story - published 03 Nov 2008HelloMany many thanks for publishing my story. I'm so glad that there is a service like this! I'm really grateful to you all!I have an update for you-I called Dell several times after they told me my machine was on hold. I had a recorded message saying it would be ready on Monday and a week later I got the message saying the service tags didn't match. I had to send a few more emails and finally I got a call from someone at dell saying the service tag on the machine was different from the one they had the problem registered with. It turns out this is because they thought that they had already sent me a replacement machine. I told them to check their records as I certainly had never received a replacement.I voiced my complaint and was told it was being passed onto a senior member of the legal team. I was put through to a very obtuse and unapologetic woman called Deepakshi Puri who is on the customer services team. She said that Dell does not have a compensation policy and all she would say is that the service I'd received had not been perfect. She also told me that Aripta Gupta was being "punished" for the service she had given me and that she was being re-trained which was "not good for her career"! I found this astonishing since it was confidential information about the staff and yet she wouldn't acknowledge my reasons for being unhappy.So, because of their incompetence I had to wait another week. On Friday 31st October (two weeks later) I received a call from the people who are fixing my machine saying they had only just received it. The faulty machine Dell sent me had to get a new motherboard and a new hard drive! I'm basically getting a new machine! The woman said they have to replace a lot of Dell motherboards.Anyway, I still don't have my machine back. I really hope you can help me get compensation for this outrageous treatment. I'll never use Dell again!
Editorial Comments
Mr Pinner has provided an e-mail trail between him and dell. To see the e-mail trail, click on the link below.E-mail trail between Mr. Pinner and Dell
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