I'm so furious, I'm on the verge of a stroke.

I ordered a camera from Dell. They confirmed the camera was in stock and gave me an order number.

When the order arrived, a completely different camera (not even the same brand) was sent and the order number was changed.

I've been through hell to get it straightened out. Dell reps keep telling me that they will transfer me to a supervisor and then I spend half an hour on hold followed by disconnection. This has happened 4 times and I STILL have not had access to a supervisor.

I could understand this if I were a screaming, foaming at the mouth nut in hysterics. but I have remained calm, focused, and to the point (even though I'm fit to be tied).

The customer service people told me that a UPS truck would pick up the botched up order within 48 hours. That was 14 days ago.

I can't tell you how irritating it is to only be able to talk to someone in India about a problem that can't be resolved here in the United States.

Does anyone know of any way to get through to the people higher up in the Dell Corporation?

I'm so sorry. I know what you mean. I had the same run around with AT&T and did not get to speak to anyone who spoke English!!!

I don't know how to get to someone higher up, but, if you put this on your credit card, be sure to file a dispute with them, so you are not charged for the item, or interest , while they look into the dispute. Also, I learned from UPS, they will pick up any package and return it, if it is in the original package. But, unfortunately, it doesn't sound like that is the case here. Have you tried emailing them????

Sorry, not much help here.

__________________
Doing the right thing isn't always the same as doing the easy thing.

I disputed the charge with Discover. They gave me a temporary credit pending investigation. Today the credit was reversed which means I'm back to paying for it . Dell told Discover that I should have sent it back, even though I was told to wait on the UPS driver who never came.

It would take me 4 pages to tell you the frustrating and exhausting experience this has been.

No one at Dell's India branch wants to take care of this error. I had a call from a customer service rep after the 48 hours that the UPS truck was supposed to arrive. I told her everything that had happened. She said she would find out what happened and call me back within 15 minutes.

12 days later, I'm still waiting on that call.

I have tried the customer service chat. The first lady (Rabina) gave me the vague answer that she would take care of the problem. The chat session was then discontinued without anything being resolved. The second chat took about 45 minutes and after I asked the same questions over and over and over, with at least a five minute lag time for his responses, he said he too would notify UPS. I asked him if UPS had ever been notified before today. He evidently didn't like that because he cut off the chat session.

I just want to talk to a supervisor or preferably an executive with this company to let them know how horribly this transaction was handled time and time again.

Any help would be appreciated.

Now that I think about it, I spoke directely to UPS about getting the item returned. I told them I never wanted the item to begin with. It was a DSL thing we changed our minds about. She said normally they only do that with in 48 hours, but, made an exception this time. I would try that route. If nothing else, find out from Dell where you need to return the camera, and ship it back to them, with signature required upon delivery. That way you have something to show your c/c comapany for a credit. It is TOTALLY frustrating, and I'm telling you, I got the same crap from the people for AT&T...."yes mum, I take care of for you this time. I do this for you this time. It will fix" Well, yeah, sure.....and still NOTHING from them. Lucky for me, it was only $3.xx , my switching fee, but still. And, I can't get anyone higher up to talk to. Even the "supervisor" said it may not get fixed!! Wonderful, huh????

Oh, have you tried the number where you place an order??? Or is that the same sort of Set up???? Aren't they in Texas???


good luck. Hopefully someone will come along with some info. to help you.

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Doing the right thing isn't always the same as doing the easy thing.

Yes I tried the department I ordered it from.
They said they have no control over customer service. One guy I talked to actually came forth and said the cameras were deliberately switched, but there was nothing at all his department could do about it. I had to go through "customer service" outsourced to overseas countries.

The computer I'm typing on is a high end Dell. The computer in my son's room is a Dell.

I have spent hours and hours on the phone. I have sent emails. I have done the ridiculous "customer service chat". All to no avail.

I just want to let the Dell "higher ups" to know how a loyal customer is being treated.

If anyone can help me with a contact email or an extension number to an executives office, I would be most grateful.

Maybe you can try to resolve this using the Better Business Bureau.

www.bbb.org

It might take a little time, but a complaint to the BBB should make Dell correct the situation.

Discover is a piece of trash of a cc company. Shred the card today.

Most banks would fight the chargeback reversal attempt from Dell based on your complaint that you requested a call tag within the return period.

Call Discover again. Demand to speak with someone in the chargeback area. Explain that Dell was contacted within the return period and promised a call tag.

Tell them you are holding the item for Dell's call tag and that you insist that they fight the chargeback reversal attempt from Dell. I worked in the cc industry 15 years, and your cc company CAN fight.

Don't tell Discover, but get rid of this sorry excuse for a cc company after you finish with Dell.

You can also look up Dell's corporate info in any financial database and call directly to Texas.

Yes, bobbi362 has the right idea-BBB!

I am so sorry that this happened to you! It is so frustrating how lax companies are about customer service - Dell and Discover are good examples in this case. I know it sounds ridiculous, but I have started to stop shopping with vendors who stink. Now, if I go to Meijer 50 times and have 1 bad experience, that is different. Since I don't shop Wal-Mart anymore, I can truly say that it was not isolated incidence, but a strain of "we're big and we don't care about this one little complainer". My fiance and I work very hard for our paychecks. We choose to spend our money where customer service matches our expectations. I would much rather pay for a better experience at Target than schlep through Wal-Mart waiting for the normal bad experience of most every visit.

I have used American Express for years now after many bad experiences with other credit cards. We do not have any other credit cards, except our visa debit card. American Express offers an accident policy that I got a copy of this weekend...new white shirt have a run-in with red wine, we'll refund/replace the item for accidental (yes, your fault) damage for 90 days! They have many, many other coverages, too. If you don't like an item that a vendor (including an e-bay seller) won't take back, they pay you back! Although I have only used it once, I love knowing that I have coverage. The old excuse that AmEx is not accepted everywhere is so limited now. In the past month, the only place that I wanted to use it and couldn't was at the BMV.

Sorry for the ramble...as long as Americans accept bad service, the more we are going to get it.

I agree with the previous poster. Discover should do their part as your credit card company. My dad has done some investigation into credit card companies and Discover is at the very bottom of never use this card by many.

I would also try your local news station if they have a person who does these kinds of reports sometimes this is all the company needs
to get you the correct item.

As far as talking with someone from India all these Big companies do
the same thing out of the area it sad.

__________________
RIP Chibby my chinchilla 10/02/09

Write corporate. Let them know what happened. And then post your experiences on other boards. I agree that as long as companies think we are complacent about services, they WILL NOT endeavor to fix ANYTHING. With all of the outsourcing going on, you speak to folks in India and resolve nothing. It is rediculous and I don't want to play. So I don't.

My PC is an eMachine. Nobody raves about em, but it works great. We bought Dells at work and they crashed and crashed and crashed some more. Don't believe the hype about brand name. Buy what you need.

Let Dell have it with both barrels.

Yes, I'm with you on this, for sure. Some stores have us brain washed to believe they are the lowest price in town. Well, not only is that NOT TRUE, but, personally, the lowest price is not ALL I take into consideration when I am making a purchase. More of us need to shop this way and hopefully things will change!!

Yes again. I LOVE, LOVE, LOVE my American Express card. They back EVERYTHING, I have NEVER, and I mean NEVER, had a problem with them, and I have been with them for 20 years!!!!! Whenever I have a need to call them, they help me politely, courteously, and IN ENGLISH. I always tell them, "that's why I have American Express" before I hang up with them. I just love them.


Again, OP, sorry for your troubles.

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Doing the right thing isn't always the same as doing the easy thing.

Here are a couple more things you may want to try:

File a consumer complaint with the Attorney General of Texas.

Attorney General of Texas


Not sure if you may have already done this yet or not, and it may not be worth the trouble.

Report missing, wrong or damaged orders to Dell

I would also do as others have mentioned and contact the BBB. Include every single detail, make copies of e-mails between you and Dell, copies of receipts/packing slips, print out of the camera that you actually placed an order for and mail with your complaint. Make copies or print out everything. Write a letter to Discover including copies of your complaints to the BBB and the Texas Attorney General's office and explain that they should reconsider reversing the charges for the camera. Hopefully if they see that you are going to be a pain in the neck for them they will go ahead and give you a credit again.

Several years ago I owned a Dell computer and never really had a problem with it, but I have heard of and read of lots of complaints about them recently saying that their quality as well as their customer service has gone in the toilet.

Good luck. I hope you are able to get this resolved before you pull all of your hair out.

This is unreal.

I contacted Dell again last night. The lady named "Dodge" promised to call me today to let me know the particulars about the truck she was sending to pick up the package. I told her I was promised a package pick-up several times but none had ever occured. She said "Oh this time it WILL happen. And I will definitely call you tomorrow."

No call.

No truck.

I tried Discover Card Dispute center again. They said that I'm on my own.

you may want to try calling Dell's corporate headquarters to see if anyone there can assist you here in the US:

(512) 338-4400 - 1 Dell Way, Round Rock, TX

Hope that helps,

Christina

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"What would you attempt if you KNEW you could not fail?"

Thanks, but you get the exact same menu from this number as you get from 1-800-www-dell.

Anyone from Dell, except for the customer service agents in India, has effectively shielded themselves from any type of customer feedback whatsoever.

Customers have absolutely no access to any type of Dell management or supervisors.

Order Status: 1-800-433-9014
Dell Preferred Account / Dell Financial Services: 1-800-283-2210
Home & Office: 1-800-624-9897
Small Business: 1-877-773-3355
Medium Business: 1-877-671-3355
Employee Purchase Program: 1-800-274-1410
Student, Faculty & Staff Purchase Program: 1-800-274-1410


I think i would start calling all of those toll free numbers listed above

Thank you for the list of numbers. But each results in exactly the same process. No one at Dell can (or is willing) to do anything about this problem. Any department that is called will just transfer the call to India.

File with the Texas Attorney General.

Call Dell back. Ask for a manager and demand that the call tag as promised be issued.

Cut up your Discover card and get a good cc company.

FINALLY!!!!!!!!!!!!!

After dozens and dozens of phone calls, hours and hours spent on hold, countless email messages to Dell, 16 days of lies upon lies, THEY FINALLY CAME AND PICKED UP THE PACKAGE.

Discover came through for me too. Last night I called and asked to speak to a supervisor. I was connected promptly , and after I told him my story, he said he would have Discover reimburse me for the cost of mailing the package back to Dell. Fortunately, it wasn't necessary.

When I called him back today to let him know that I almost passed out when a UPS truck pulled up to my garage door, he said he would watch for a credit from Dell, and if it did not arrive in 14 days, he would send the charge into dispute again.

The moral of this story is: Don't ever order ANYTHING from Dell.

EVER.

Just do a google search for Dell Customer Service to see more horror stories.

Thanks to all who responded to my post.

I hope none of you ever have to go through something like this.

I

Next time do as the other trader said, if you have a problem with a company contact your attorney general. im in ohio and we sue everybody.

i had a bad experience with dell too before

i had an even worse experience with a north carolina leather furniture company which never shipped me my sofa after paying 1/2 down and my waiting 17 weeks for delivery. after which point they cancelled the order but refused to refund my money! tons of untreturned calls, one person honestly tlld me the only way i would ever see my money again is to file a dispute with the cc company. i did and after 2 months (standard waiting time) our money was finally refunded today. sheesh!

these days i will only buy from companies that guarantee customer service, like ll bean, hanna andersson, or costco. especially costco...between the stores and the on-line selection, they have practically everything you could think of. if there is a problem they take care of it. in fact i just ordered a set of living room sofas online. one piece showed up with a little problem and they immediately replaced it.. that is what i expect!

Thank you for the account of numbers. But anniversary after-effects in absolutely the aforementioned process. No one at Dell can (or is willing) to do annihilation about this problem. Any administration that is alleged will just alteration the alarm to India.

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You signature has been edited as advertising is NOT allowed. ~Chelmo (aka: Cindy)

When you get hold of Dell, and you find that you are not talking to someone
in the USA....... Ask to speak to a rep from the United States. If you ask, they
have to let you. Thus, maybe your problem might be taken care of in a more
timely manner; and, it's also giving a job back to a USA Rep.