Complaint Review: Dell Computer Corporation - Round Rock Texas

The following is a letter I've sent to Dell.

Laptop: Inspiron I8000

Temp Order Ref Number: 238061

Order Number: 591735956

Customer Number: 15655025

Express Service Code: 13208200849

Service Tag: 62FTL01

To:

Dell Computer Corporation

1 Dell Away

Round Rock, TX 78682

Subject: Faulty Inspiron I8000 Model PP01X / Breach of Contract

Dear Sir,

I placed an online order for an Inspiron 8000 Notebook with a 15" Ultra XGA screen on the 14th of June for my sister (copy of Dell e0rder confirmation attached). When I later went to visit her, I discovered that she had received a computer with a Super XGA+ screen instead of the more expensive screen (Ultra XGA) I had ordered.

Upon contacting Dell Customer Support, making 5 phone calls (two of which routed me back to the very same department) and spending over 120 minutes on the phone, I was offered the following:

(1) Exchange of system for the one originally ordered

(2) Reimbursement for inconveniences in the form of a Printer + Webcam both Valued at $140 (both of which I do not need).

I declined this offer on the grounds of being insufficient and asked to speak to the manager. I was told that I was being given a "generous" offer, and that the Manager would not be equally large hearted.

Upon speaking to the manager, I was explicitly told that Dell Customer Care can neither replace the present machine with the machine I ordered, nor can they provide me with any amount of compensation for the inconvenience.

I was verbally refused by the Customer Services Department, and the same Mr. Scott (Badge #2566) told me he could do nothing. It was only upon my pointing out that this was a violation of contract, that he directed me to approach Executive Support Services'. I have been re-routed to yet another department, and feel that I am just being told to go around in circles.

At this point I would like Dell to replace my computer with the one I ordered. I would also like them to reimburse me for the costs and inconveniences that I would incur i.e. @ $60 /day for leasing a laptop every day I will have to wait for my replacement. In addition, $500 for the cost of backing up the data I have on my computer.

The response I got was not only disappointing, but bordering on breach of contract due to 100% fault and inefficiency on the part of Dell Management/Customer Support Services.

I am writing to you to please intervene for a satisfactory and prompt settlement within 4 weeks of the receipt of this letter. This is without prejudice to my rights and to invoke the necessary legal protection/rights of consumers and contracts.

Sincerely,

Mohsin Daher

PS: Proof of order is attached in the form of two e0rder comfirmations. (also attached to this thread)

I received a reply to my letter by email:

Dear Mohsin Daher,

Thank you for contacting Dell Customer Care.

I sincerely apologize for any difficulties you have experienced

with your system. As I am sure you are aware, computers are

comprised of electromechanical components, which can be very

delicate and complex. This complexity may sometimes result in

intermittent problems that cannot be resolved in one troubleshooting

session. The technical difficulties you encountered are very

rare and not at all indicative of the excellent quality and low

failure rates typical of Dell components and systems. I apologize

that there was any need for replacement at all.

Please understand that Dell does not guarantee absolutely trouble-

free performance for your system, nor does Dell provide monetary

reimbursement for these issues, regardless of the reason for

the technical difficulties. I must respectfully deny your request

as listed in your email.

Dell stands ready to provide your system with service under the

terms and conditions of your warranty and Service agreement.

You can read about Dell's guarantees and standard warranty at

the following website:

http://support.dell.com/support/splans/

If you are wanting to get the Ultra XGA monitor for this system,

you will need to call customer care to set up a exchange on this

system. I do apologize, but Dell will not reimburse you for your

time.

I truly regret any inconvenience or frustration this matter may

have caused.

Respectfully,

Courtney

DT10343

Since the customer support representative who replied to my query clearly misunderstood things, I wrote her the following reply in point form to clarify. I have yet to recieve a reply.

Dear Courtney,

Thank you for your reply. I would like to take this opportunity to clarify a few vital points which are crystal clear and try to convince you that you may have not been properly briefed:-

1)The simple truth is that it is NOT a technical problem and I have NOT 'encountered technical difficulties' NOR do I require 'trouble shooting sessions' with Dell Service.

2)The fact is that I placed an order and paid $1734.00 to dell Dell which contracted to supply & deliver a Dell Computer model Inspiron I8000 with a ULTRA XGA 15" screen as per the description on the Dell website.

3)Instead, Dell delivered a computer with a SUPER XGA+ screen.

4)It is not the question of 'wanting to get the Ultra XGA monitor for this system'. My request is that Dell must HONOR their contract, or return me the money in full plus compensation if it can not replace the UXGA screen which was ordered.

5)I wish to invoke clause 5 of the 'Dell Hardware Service Agreement' pertaining to 'Whole Unit Replacement', since you are not willing to replace the screen free of cost and reimburse/compensate me for the inconvenience and time lost.

6)At this stage as advised by you, there is no need to invoke 'the terms and conditions of your warranty and Service agreement' because Dell has reneged on its contractual obligations to deliver the computer for which I payed $1734.00.

Please appreciate that as a student I still retain a lot of good will for Dell which seems to be diminishing fast as various functionaries in the Dell hierarchy seem to be experts in confusing issues rather than solving a simple 'Contractual Failure' on the part of Dell.

I hope this puts the whole issue into perspective and will help you to take an early decision.

Thanking you,

Yours Sincerely,

Mohsin Daher