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My Response to Dell Customer Support May 19, 2016

Posted by Peter Varhol in Software platforms, Technology and Culture.
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This gives me no pleasure, but I simply don’t know what happened to this company over the last couple of years.

Ms Athaluri – Thank you for your email.  I have received this computer.  However, you have failed to answer a number of my questions.

  1. Why did Dell promise a response to my multiple questions within 24 hours, yet did not do so.  That written and verbal promise is almost certainly considered an enforceable contract under US law, yet Dell repeatedly failed to deliver.
  2. Why did Dell say on its website that the system shipped on May 10, when in fact it was not received by FedEx until May 17?  This once again is a broken promise.
  3. Why did Dell charge my credit card upon order, rather than upon shipment?  This is certainly against applicable US law.  The customer support rep I talked to said that it only sought authorization; AmEx tells a very different story.
  4. Why could not the telephone representative answer why my system had not shipped when Dell claimed it did?
  5. Why have you not addressed any of my questions?

I am appending this conversation to my complaint with the New Hampshire Attorney General.  And rest assured that this is absolutely the last purchase that this otherwise loyal 25 year Dell customer will be making from this company.

Thank you for nothing.

Peter Varhol

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