A user has submitted a feedback form. It was sent by:

Bill M
on: August 10th, 2004 6:55:40PM PDT

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

email:
realname: Bill M
Comments: Dear Summitlake.com,

How can you measure the incompetent and uncaring attitude of a corporation such as Dell?  The answer is in the lack of customers returning for additional purchasies.  After long being a fan of Dell, my recent experience has turn me away from what I thought was a good company.  I will NO LONGER reccomend Dell products to anyone, particularly to my corporations. 

What could sway this change in me?  Incompetence and an attitude of "It is somebody else's problem" from Dell employees.  It all started with a simple order of a computer.  Oh, let me rephrase that.  The computer that was shipped to me was never ordered.  The computer was priced and speced out.  The order was on hold while I investigated another system.  Yes, I bought the other Dell system.  The next thing I knew, I received a notice via email that my first order had been shipped!  In my opinion, the one who took the order simply wanted the commission.

I quickly contacted Dell and was told the order could not be stopped.  I was told to "refuse delivery" at the door.  I did as told and refused to accept this system.  Well, big mistake.  It has taken almost 5 months for Dell to credit my account for a system that was never received or signed for!  Part of the problem is the amount charged on shipment was greater than the amount credited on return!  This for two unopened boxes containing the exact product shipped from the factory!  Why the defferential?  No one at Dell can tell me.  It remains a mystery.

Also, I highly reccomend that no one ever do business with Dell Financial Services.  Dell Financial Services is NOT part of Dell, even thought they use the name.  They refuse to discuss any issues of product receipt or of a legitimate debt being incurred.  In the last five months, I have heard the phrase "we don't handle that at Dell Financial Services, call Dell Customer Care". at least 40 times.  At Dell Customer Care you get confirmation numbers of the issue being settled (e.g.075148766), BUT, WAIT! You need at least 7 to 10 days before your issue will get over to Dell Financial Services. Then, you call back in 10 days and, you guessed it, the issue was never settled!  So, you get the famous ... "we don't handle that at Dell Financial Services, call Dell Customer Care".

Again, you have to get back in touch with Dell Customer Care.  Then pray the issue is resolved!  But! Wait!  You will not be able to tell if it is resolved for another 7 to 10 days!  Keep your fingers crossed! 

I have lost track of many of the people who were so inept at assisting a frustrated customer, but some of them I still have on file:
Kevin #371443
June #63714
Nancy #5092645
David #372513
Anna #447453
Sam #590281
Pansy
Mary
etc.

You would think one of these people could have the intelligence or the empowerment to settle the issue!  My last chance is in the hands of Anna #447453.  But, I have to fax documents to Argentina to get this done!

Ever wonder who is on the line when you call DELL?  I have spoke with Thailand, the Phillipines, Argentina, India ... etc.  Do any of the service reps in these countries even know what a US credit score is?  Do they care?  NO and NO. 

Just as they do not care about us and Dell does not care about its customers, I recommend that we all band together and NOT CARE ABOUT DELL!  IBM or Compag have exemplory service programs and the employees with the knowledge and empowerment to assist customers. 

SPREAD THE WORD!  NEVER BY DELL!  WE MADE THEM, WE CAN BREAK THEM!

PS: DELL BYTES!
Envelope size: 4378

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