How do you file a compaint with Dell over a completely botched order?

My latest odyssey with Dell has lasted over 3 weeks and ended in utter disappointment; the experience has been both frustrating and time consuming, but I notice it's not all that dissimilar to some experiences others have posted about, so I'm hoping someone can point me in the right direction.

On 11/24 I ordered a Studio 1737 with an estimated ship date of 12/5. As has been the case for many others, Dell generated a separate order for the Bluetooth module, and like many others I found this frustrating and nonsensical, but I didn't rush to judgment immediately, I decided I'd wait and see if they actually shipped it separately and uninstalled.

Of course, they did, and I received the component on 12/8. I filled out the return request form and asked for an RMA for the component, because I placed the order with the expectation it would be installed professionally. The response I received essentially excused the practice that caused the module to be shipped separately with no disclaimer, and denied me an RMA for the module. They wouldn't let me return it. I went back and forth with this guy for a week, exchanging 6 emails total, each one explaining my disappointment in greater detail than the last. After 6 emails, I still have not received an RMA. Each email merely deflected my concerns and ignored my original request by assuring me not only that I would receive my system and I would be overwhelmingly satisfied, but that he would personally see that the order was expedited.

I fell for this, until last friday, 12/12, when Dell notified me that my order had been delayed for a second time and required my consent to be processed; I logged into the order status site as the email required to provide consent, and then shot an admittedly discourteous email back to the guy who'd been feeding me disinformation for a week to avoid giving me an RMA for a lousy $20 part that plainly wasn't delivered in the condition I expected (I was really annoyed). On Monday, 12/15, I received a response for him, this time assuring me that the system would ship within 24 hours. This pacified me until about an hour later, when I received the email from Dell finally canceling my order completely.

I responded one last time (much more composed and gracious) to tell him I was receiving conflicting information regarding the order status, and to ask which was accurate. This morning, 12/16, I received a terse response from his manager telling me that the order had been canceled "due to unavoidable reasons", suggested that I contact the sales department to have my order reinstated, and asked that I reply to him if I still want an RMA for the bluetooth module (a line his subordinate fed me before, to which I responded in the affirmative).

Seriously, Guy? What do you think I filled out the return request form for, or all the emails I wrote requesting a return?

I'm completely bewildered. I've wasted enough time talking to these people, and I don't intend to continue. I don't even care about returning the thing anymore. The frustration and time lost towers over the lousy $20 lost on the bluetooth module.

All this is added to the fact that Dell delayed my order twice, then canceled it blaming the federal mail order rule, despite the fact that I followed their instructions to prevent that. I don't know where to begin.

I'd like to send a letter detailing this experience detailing my frustration to Dell, on the off chance that someone there is even the slightest bit interested in customer service (then I plan on meditating for about a week and exiling this experience from my mind completely.) I just don't know where, if anywhere, to direct my complaint (the returns department obviously isn't the place, since they don't even know what to do about returns).

They didn't charge me for the system they canceled, only for the bluetooth module that should have been canceled with the system, but if I go through all the hoops they want me to to recover the lousy $20 I'll lose my mind, so it's not about money. I basically want to give them a piece of my mind, cut my losses, and be done with it. Any advice?

(I apologize for the length of this post, I really didn't expect it to be so verbose)

 

File a BBB complaint?

 

I agree...This may just bring some resolution..stressing *may*

But, it will go against Dell's BBB rating, also!


Cin

 

PLEASE PLEASE PLEASE file a BBB complaint. Dell should not be able to steam-roll over consumers with no disregard for anything to squeeze every last penny they can get to put onto their profit books

 

Sounds like a good plan, but the week-long email exchange I've had with the return department is tagged with a confidentiality notice that says disclosure and distribution is prohibited. How can I "disclose" or "distribute" the the exchange to the BBB without incurring more of Dell's wrath?

 

You need to go here: http://welcome.bbb.org/

And, follow the instructions given.

Is it the email that is tagged like that? If, so that's pretty common for companies to put in their e-mail correspondence. The company I work for has that in each and every e-mail that leaves our inboxes.

Good luck.

Cin

 

Thanks, Cin!

I learned from the BBB site that Dell has an online "unresolved issues" form. I didn't know this. Is this a hoop I have to jump through before contacting the BBB?

 

I'm not really sure...you could contact the BBB to find out, or call your local BBB and ask them about the *Unresolved Issues* form, and whether or not it's a *necessity* to follow or not!

When a car I purchased turned out to be a *lemon*, I took them (manfu) thru the BBB to have it declared a *lemon*. I had to follow the guidelines set up for cars..before I could file a claim against the manuf. thru the BBB.

That was an easy task, as my car was a piece of crap, and it had been in *service for repairs* the amount of times deemed necessary to proceed.

Good luck to you!

Cin

 

Thanks again, Cin!

On closer review on the BBB site, it is strongly encouraged that you contact the merchant directly before filing a complaint with the BBB, but that a complaint would not be rejected if you haven't. I figure any one of the emails I sent the returns department qualifies as an attempt to resolve the matter with Dell, but I decided it wouldn't hurt to explore all avenues of resolution, so gave it a shot. If nothing comes of it, I'll follow up with the BBB.

 

NP! and cool... I think you are going about it the right way.

Cin

 

Ahhh! This just keeps getting better!

So I received an email response to my Outstanding Issue request, which asked for a convenient time to call me; They called me, but not during the available times I provided them (of course, should have seen that coming).

Since I was unavailable, they left a message, saying only that they are contacting a sales rep to place the order again!

WTH? After telling me, with finality, that they are not going to ship my order and not going to charge me, a week later they're going to place a new order on my behalf, without my consent? Do they really think that's going to make me happy?

The guy left his first name, but no employee identifier, no extension, and no phone number, so I have NO idea how to return the call and tell him to not place an unauthorized charge on my credit card (as if I'd even be able to get through to them anyway.) Any ideas?

 

Apparently the Unresolved Issues line is for customers looking to create more unresolved issues, not customer looking for resolutions to existing ones. This actually makes more sense, considering the name. My bad.

 

Were you ever charged to begin with? Does your credit card still have a pending transaction for the previous order that was never cleared yet? I would take it up with your credit card company and make it clear that it is a completely unauthorized transaction and to immediately halt it if it is not past the point of authorization.

 

No, I was never charged to begin with for the system.

They did charge me for the bluetooth module, and finally refunded me when I told them I would be escalating the matter within Dell and contacting the BBB.

So, as of now, Dell and I are financially square - but they seem determined to upset that equilibrium. I think this may be love.

 

In that case, send an email to to make sure they do not create the unauthorized order on your account (no point wasting your precious time on hold, and plus you would want to have some written record since their words mean nothing to them). As soon as you see any activity on your credit card, call your credit card company up and claim fraud ASAP. You seem to be in a good spot right now though and I think the worst of it is over

 

Yeah, I sent them an email to that effect, with a warning that I would be contacting the BBB, which I did. I thought I was pissed off before this, but this has sent me over the edge; I don't even remember what I was so pissed about before. I was really thinking I wouldn't have to report them to the BBB, since they gave me the refund. Oh well, Dell. So close, yet so far.

And yeah, if they do make the mistake of charging my credit card for this, I will be disputing the charge and contacting the FTC. That would just be patently ridiculous.