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Dell computers Complaint - Dell's poor customer service - Dell XPS digital software download & delivery
Dell computers Complaint

Dell computers Complaint

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Dell's poor customer service - Dell XPS digital software download & delivery


Bought a new Dell XPS desktop Oct 2014. As part of purchased ordered a software upgrade, which cost around $100. It was a digital order - no media included - which means you download the software directly after setting up your PC. Done that 100s of times. Set up went ok, but when we got to the download (via digitalriver) the software - packaged in a self-extracting file - wouldn't extract or install and kept giving error messages instructing us to reboot and try again. After 3 or 4 times of that nonsense email Dell support and requested a refund. They emailed back and said we had to call: "To better assist you with your concern, please contact our Premium Support as your account is listed under their support line. To reach them, please call 1-800-624-9896 or 1-877-293-1197. The case has been documented and the contents of this case are available to all Dell representatives." Called but the person on the other end (in India or someplace other than a native English speaking country) said Dell couldn't (and wouldn't) refund our money "because the software was already installed." No, it wasn't. The customer rep barely let us get a word in edgewise, and when we were insistent in pointing out her error, she kept talking over us and finally transferred us to the Returns department. That was in Central America somewhere, so had to re-explain the problem: paid for download that wouldn't download, wanted a refund. Again got the "we're the returns dept" and a blow-off, so said all right then, if you won't refund the $100 for the software we ordered but don't have and can't get, we'll just return the computer and go somewhere else to buy a new one. Suddenly the person on the other end was very accommodating and said while he couldn't (or wouldn't) refund the software purchase price, he would give us a $100 credit on our purchase. Thought it over for a minute or two and said OK - but warned that if the credit didn't come through in the 10-15 day period he promised we were going to return the computer for a full refund and never buy from Dell again. This is an example of REALLY bad customer service. Dell will sell a product - be it hardware or software - and then tell you they won't refund the money if it doesn't work? Pathetic. Still tempted to just return the computer and spend our money somewhere we don't get this kind of run-around. Somewhere like Velocity Micro or Apple. Suggested to the rep w/ the rebate offer that if Dell can't deliver downloadable software reliably they should get out of the business - and they might want to review their customer service policies, too. The first person we spoke with was abrupt and adamant about not listening to what we were saying - she kept talking over us and insisted the software was already installed and didn't qualify for a refund - and not even considering refunding our money. The 2nd person had to be threatened w/ a computer return before acquiescing and offering us a trade-off on the purchase price - but still no refund!


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