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mlmr has been vindicated!!!

I will post the important excerpt from the thread:

I need a New Computer Update: My terrible mail order computer experience

Posted on 03/25/2003 4:41 PM EST by mlmr

http://www.freerepublic.com/focus/f-chat/875386/posts
About a month ago I posted a request for infomation since I was planning to buy a substantial PC. I subsequently bought a Dell. About 2000 worth of computer(Just the CPU,Keyboard and Speakers) Thursday Dell is picking up both the computers they sent out... it has been a terrible experience. The returns man was abusive. He didn't have to be. He had the ability to give me the return but I had to fight for it. The customer service was the same, I had to argue for parts and service. I don't ever want to use them again. Any other computer recommendations for the kind of machine I am looking for??

To: Wright is right!

I would be happy to. I ordered the computer and installed it. It had video card problems immediately and a new card was sent out. Eventually a customer service rep came out to install the card. (this is only after hours on the phone and on my knees in front of the mother board as a woman from India read to me from her troubleshooting manual. sigh!!) Blue screens continued with Bios errors. The cusotmer service rep said he would not touch anything except the video card even though on the phones I was told he would also investigate the bios issues and the blue screens. He took me aside and said, exchange the machine.

After more hours on the phone they finally sent out a new machine. It arrived around twelve days ago and I scheduled someone to help me switch towers today. I opened the box and the config is wrong on the new box and the Read write CD thingie is not installed.

Soooo I call Dell and ask what to do. They initally tell me that they will send out a new Read write CD drive and send someone to install it. then they sent me over to customer service to set this up. This happened twice before Iwas actually connected to customer service. The nice man from India told me that yes, he would send out the Read Write part...but only after I sent back the first comptuer because there was only one service contract and it had to be transfered to the new computer before anything could be done.

Deep breath!!

Then they argued about sending me a rep to install it too.

I went back to customer service and told them I wanted my money back and to take both computers. They said no becasue the first comptuer more than a month out.
I was transferred to a man who refused to consider taking the computers back for twenty minutes. He would not even negotiate with me. He refused to transfer me to a superior or to let me talk to anyone else, including his manager. I was in tears by the end of our conversation. He told me that the exchagne could not be made. He then put me on hold for the second time, to review things, and then made the return.
After he processed the return paperwork, I told him that he didn't have to put me through this...and instead of having a disappointed customer, Dell now has an appalled ex-customer.

I found the customer service to be appalling and heard regret and I am sorry so much in the past month....it was awful.

I certainly would appreciate feedback.

28 posted on 03/25/2003 5:04 PM EST by mlmr