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Dell Computers can suck it

OLD CS1

Entry posted by OLD CS1 in General

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drawer_rants.png.ca66f4e2ddd2f60eccac3405895f71d9.pngThis has been dealt with at this point, so I am going to tell the story. I ordered $257 in laptop accessories to replace what was stolen. As a USPS PO Box holder, I avail myself of its "physical address service," which allows me to ship items to the Post Office's physical address. So now I can get my FedEx, UPS, USPS, and whatever in one convenient location.

 

FedEx "delivered" my package on November 1. However, by November 10, nobody in the PO knew where it was. The person whose name was on the "proof of delivery" does not sign for packages. I notified FedEx, but a missing package claim must come from the shipper. This is where the story really begins.

 

I notified Dell via the website. They came back within 24 hours saying, FedEx says it was delivered, we cannot replace or refund you, and your request raises "security concerns." I called and told the rep, I do not want a refund or replacement, I simply need Dell to file a missing package claim with FedEx.

 

This request generated another ticket, which was responded to in the same manner: FedEx says it was delivered, we cannot refund/replace, your request raises "security concerns." So, I emailed Dell's executive support team (which is where your email to Michael Dell actually goes.)

 

In this email, I laid out in minute detail the entire event. Within a couple of days, Mikhail responds in the old ticket. He explains his logistics team told him they filed the claim with FedEx which reports the package was delivered. Attached was the same "proof of delivery" website printout they had already given me. Oh, and my request raises "security concerns."

 

At this point I exploded. I have had a Dell account for 20 years, I have a package which was signed for fraudulently, and is missing, and Dell will not lift a fucking finger to help. As well, since Dell is all but accusing me of fraud, I will frankly say the logistics team is out-right lying. If they had actually filed the claim this could not be resolved so quickly as FedEx takes 10 days to investigate a claim.

 

With my bank's blessing given the situation, I processed a charge-back. Of course, the day I got my money back from the bank, the package shows up: exactly one month after FedEx says it was delivered.

 

Here is what apparently went down. The PO has a counter which is marked "USPS outbound packages, only." FedEx and Amazon both have nasty habits of dropping deliveries on this table and just putting in a name in the device. At the end of the day, the USPS staff sweeps that stuff into a bin and off it goes to Jacksonville. We can only assume this is exactly what happened, and they have put up even more signage to indicate the proper delivery process.

 

I informed Mikhail that the package had shown up, what we believe happened, and that my bank was aware of the situation and would work out the charge-back with Dell. I also told him that I did not want to hear another word from him as he had so poorly handled my case that any further communication would just be salt in the wound, and it is highly unlikely I will never buy from Dell, again. As it is time to replace my laptop, I am looking at a different brand.

 

The dipshit responded. He was so happy to hear the package was "located," he was sorry for the experience with the delivery, he shared this information with his logistics team which will contact FedEx. Never once apologizing for how Dell would not help me, how Dell accused me of attempting a fraud, how Dell would not take ownership of the situation in any form or fashion.

 

If this is how Dell will treat a long-time customer, Dell can fuck itself. If Mikhail is constrained by company policy, then the company truly has fallen and consequently has lost me and my customers. If this was not a result of company policy, then Mikhail needs to find a different career as top-tier customer care is not his bag. Additionally, FedEx needs to investigate as this is not the first package which was supposedly delivered, except the other packages were never found and I was refunded by the vendors. But, I seriously doubt this will occur as a result of any effort from Dell.

 

fuckdell-missingpackage.png.5938442059cd3d7a2e7b8f470a4d9786.png

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bent_pin

I used to buy Dells because of the replacement warranties, but any laptop purchased form most online retainers can now be covered by a very decent replacement warranty for up to 4 years and several brands offer their own as well. While it costs extra, it always did from Dell too. So now there is absolutely no reason to go with Dell for personal or small business.

 

Glad you didn't get totally boned.

 

I'd suggest credit cards for online purchases instead of debit cards, as credit cards are required by law to allow for chargebacks. Banks are not, but do most of the time. The biggest issue is not the vendor but the thief. If money is stolen from a credit card, you are covered, but if money is debited from your bank account, it's gone and has to be recovered. This is a much more difficult process.

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OLD CS1
1 hour ago, bent_pin said:

I'd suggest credit cards for online purchases instead of debit cards, as credit cards are required by law to allow for chargebacks. Banks are not, but do most of the time. The biggest issue is not the vendor but the thief. If money is stolen from a credit card, you are covered, but if money is debited from your bank account, it's gone and has to be recovered. This is a much more difficult process.

I have not had a credit card in 15 years, and my bank is really good about charge backs and covering fraud (only happened once in 23 years.)  There is also a difference in coverage (including benefits) if you process a payment through the Visa or MasterCard network and not the debit system.

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OLD CS1

UPDATE!  Dell is trying to collect on this, even though it got its money on January 12, 2024, after the dispute was settled.

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OLD CS1
On 3/13/2024 at 4:05 PM, OLD CS1 said:

UPDATE!  Dell is trying to collect on this, even though it got its money on January 12, 2024, after the dispute was settled.

I *finally* spoke with someone in Dell's collections.  It was surprisingly smooth: I told the guy my bank had taken care of everything, the dispute was reverse, and Dell got its money.  That was about a month ago and I have not heard anything since.  Dell can still get bent, though.

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