Got another Dell Horror Story for ya.... But is was the shipping company that saved me!
10/04: Ordered a laptop from them for my girlfriend. It never arrived. I called and was told it was shipped, but there was a problem. Sure enough, Dell didn't bother to put my apartment # on the package. (Although it was present on the order. The credit card won't process without a full address.) They said it would be 'expedited' and at my house the next day. (lie#1)
Called two days later, was told "Oh no. Whoever told you that was wrong. We have to re-process it, and it will be shipped in 1 week. (lie #2)
Called a week later. They said they can't ship it to me since I 'refused delivery'. I would have to pay more to have it shipped. Of course I informed them that I did no such thing, Dell just can't address a package properly. After they realized it was their mistake, they said it would be another several weeks before delivery.
I canceled my order on the spot. First I was told "I can't do that" So I asked for someone who could. Magically, she
could do that, and canceled the order. (Lie #3)
They started sending me bills for the laptop I never recieved. Every month, another bill. Every month I called them to inform them I never recieved the product, and had canceled the order. Every time they said it was taken care of. (Four months in a row. Or if you like: 4 lies in a row.) It was incredible. Each person would say the last person just didn't do their job, but it's taken care of now!
They turned me into collections!!!!!!! I filed a Better Business Bureau report, called them, and informed Dell I intended to sue them for damaging my credit with fradulant claims of money owed with no product or service given.
After 7 months from order time, the finance company Dell contracted with came to my rescue. In fact, Dell actually refused to fix the problem according to them. But American Finance, who held the bill, called Dell and stated unless they had ANY evidence that I had EVER recieved a product or service from Dell, they were refusing to collect the debt. Dell again tried the "customer refused delivery" lie, but the tracking information available to Dell clearly stated "No apartment number listed, returned to sender". While the billing information clearly had the full address.
That's 8 bald-faced lies for those of you who are still counting, by several members of Dell staff, each of whom had all the information of exactly what happened at their disposal. Each person who touched my case, which was well over a dozen, had the knowledge that wasn't my fault and that they'd screwed up. Each person had (or stated they had) the ability to fix the problem. Clearly this is a company with serious ethical problems.
Once, after being told by a guy that the shipping information showed it wasn't their fault, I challenged him. I stated I was looking at the shipping information
at that moment, and since he was too, tell me what it says. He stated the site was suddenly down, and he couldn't.
It was easily the most grotesque, bizarre experience with a company I've ever had in my life. I literally couldn't trust a single thing any Dell representative told me, including supervisors. They were just trying (lying) to get me off the phone.
As you are dealing with these folks, remember to get a badge number/name for each person you talk to. The only reason I got this taken care of was I had 6 badge numbers, names, with dates and times I talked with each person, what was said/promised, and absolute proof that what I said was true from the shipping records emailed to me from Dell.
I have never bought anything from Dell since then, nor will I ever again.
Of course, your beef is with the delivery company... but I thought I'd share anyway!
