1. June 4th I received my new 64-bit desktop ($1,383). (ordered May 27th)
2. We soon discovered we could not run some critical software -- the new pc locked up
3. June 24th around 6pm I contacted DELL technical support to resolve this. Their solution was to sell us a new 32-bit PC from them ($1,520), to replace original. They immediately charged the replacement PC to my Business American Express Account. Then they simply needed to transfer me to "customer care" for a return shipping document and label for the original computer.
NOT SO SIMPLE!
4. I ended up on the phone for at least two more hours as I was transferred from rep to rep in India telling me that I could not return the original PC because it had been just over 21 days since the order was placed. (Your product review time starts before shipping from their warehouses. hilarioious!)
We had the PC for 18 days when we made the first call. Of course like most consumers, we tried to resolve the issue for days ourselves. Big regret, clocks a ticking with DELL.
Why did the technical support sell us a replacement? They too went over the original order and didn't see any problem with the date before transferring us to their overseas "customer care" to complete.
The India-based reps were robotic and only repeat what they are trained to say. They transfer you and leave you on hold for extended periods, pretending to get someone who will resolve the issue. At this point we were simply trying to cancel the second PC sold to us as a replacement.
Shockingly, the Indian reps said they could not even cancel the brand new order, explaining we would have to wait to receive it and return it. What? We should not have been sold a replacement if they would not take back the original product. The return should have been arranged first.
Bottom Line: The second computer they sold us was more expensive. It would have met our needs perfectly and been a win for both sides. Instead I have been sold another product I cannot keep and have to return. There is no one in management that you can get to. We tried, Indian reps eventually disconnect you and you start the process all over again. When we would contact Dell in the US, they were supportive and said we should be credited but would amazingly end up walking the same long road right back to Indian. They frustrate the customer until you have no choice but to contact you Credit Card company and stop the charges, which is what we finally did.
Oddly, India seems to have the final say and it was always, No. Very strange indeed.
DO NOT purchase from DELL. There are too many other reputable companies out there.
We feel beyond disappointed, we feel ABUSED.
