(Redirected) Make a mistake... then tell me your sorry but you can not fix it!

I ordered a new laptop Alienware 18 months and ended up with the generation that cost me $4800. Yes, I know it's a lot, but I did my research and for what I had this machine perfectly the Bill and has proved to be a great machine. So, I'll give you the short version of my recent with Dell customer service.

I bought my machine on April 20 after a few attempts because of my non-payment issuing bank because my limits were not properly implemented. No problem because I received an email from a sales representative who clearly indicates previous orders were cancelled. Then, I was able to get my Bank to pay Dell and got the order placed for my new Alienware.

I received well before the expected delivery date and was very excited it to get up and running. I have out of the box, plug in the adapter and press the power button. My excitement soon shriveled to disappointment, because it will not turn on. I called technical services to see what could be done to get this thing fixed and I went around at least 4 different areas. Apparently, my article had shipped if quickly that it was not saved in their system yet and that my service code was not also in the system that prevented me from receiving any type of warranty repair. Their response was so for me to wait 24 to 48 hours, so their database could catch up and they would be happy to help you. So I have this brick of a computer and you may not get all the help and nothing but excuses and apologies when I try to get this sort. The best part of this event and one that keeps its ugly head of livestock, it's when I ask to escalate my issue, I told myself that even if I had to speak to a supervisor they will just tell me the same thing.

So, I wait 2 days and call back them. This time, my service is recognized and the only solution I give myself is to share this computer for a new. I'm ok with this and that you agree to reship the old one when I get a new. I then get the new computer week next and impressed at how fast I got it, like breath! Only thing is, it was a second machine to a separate order that I didn't place, NOT the replacement. Oh, and they just took $4800 account which is literally all my money. So I call to find out what happened I told myself in some kind a second order was created and that was the computer I had and not the replacement. Informed them I didn't order it and clearly the best solution was to simply not send the other computer, I'll send the back of an old and refund my money immediately. The rep is friendly to this idea and made the changes. If the problem could be avoided and no damage, I was assured by the rep... only, it was not.

The refund will take 8-10 days to be approved and I could hope to see post on my account to no more than 31 days. So let me get this straight Dell, you fill in by mistake a second order I have evidence was cancelled, then debit you my account without my permission, when I inform you of your mistake, you say give you my money back, but only after having received a computer and after the period of approval in not more than 31 days. I asked to be sent to someone that could accelerate the return and told me over and over again, regardless of how many times I was transferred in hopes of climbing, that there is no policy of accelerated return and there is nothing, anyone could do. I explained to the rep that he had put my account in the negative and touched my family as well. I need money now and I was told no several times, and when I need some human empathy, all I got was cold verbiage without mercy on someone who had no real interest in seeing a client only is supported.

I love my computer, but I hate being treated like a subhuman who doesn't deserve a society to correct his mistakes. IM disabled and had my funds additional budget tightened as I work on income fixed, but now I'm in the negative and will pay all fees for overdrafts. I can't buy food, medicine, or pay my doctors and the only answer I get is "sorry, this is not our policy." Thank you Dell, but I don't think that I can suggest that your products to anyone and I do my best to share my story with anyone who will listen to protect against a blank company without emotion that is unable to provide even a minimum of support.

Hi Mobiusteq,

Please repost this in the forum for more quick help customer care.

http://en.community.Dell.com/support-forums/customercare/

Tags: Dell Products

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