Min kæreste (i det efterfølgende A.W.) står i den uheldige situation, at have betalt og modtaget en computer fra Dell 20.10.09 der var dead on arrival. Hun har flere gange forgæves forsøgt at komme i kontakt med Dell via telefon, og brugte i løbet af de første tre dage efter modtagelsen over 200 kroner i telefonregning på at sidde på hold hos Dell - uden resultat.
Til sidst blev hun så træt at af vente, at hun bare ville ophæve købet og returnere computeren da der iflg. Dells handelsbetingelser tilbydes der 14 dages returret.
Derfor skrev hun en besked til Dell via www.dell.dk den 22.10.09 hvor i hun bekendtgjorde at hun ville ophæve købet. Efter gentage rykkere svarer sagsbehandleren A.K. fra Dell pr email:
26.10.09 Dell (A.K.):
Thank you for contacting Dell Online Customer Service.
Please accept my apologies for the difficulties encountered when attempting to resolve your issue. I assure you that your situation is not indicative of the quality service Dell is capable of providing.
I am afraid we will not be able to take an action till we know the complete query.
Request you to kindly advise the reason for return so that we can get the concerned department contact you accordingly. Awaiting your reply.
26.10.09 A.W.:
The main reason for my request, to return the computer, is the fact that it doesn't work. So I would very much like to use my 14 days right of return.
26.10.09 A.W.:
I wish to exercise my right to return the laptop within 14 days of purchase as the quality of both it and of Dell's service has not met my expectations.
29.10.09 Dell (A.K.):
Thank you for contacting Dell Customer Care.
Appreciate your cooperation in this regard and thank you for the confirmation. We will be able to collect the order and refund the amount within 5 - 7 working days of collection. However, we will refund the price you paid, less the direct cost of collecting the product which is 72.00 DKK ex VAT. Please advise a date when you would like it to be collected so that we can schedule collection accordingly.
29.10.09 A.W.:
Thank you so much.
The laptop is unfortunately DOA, and It has been impossible, and really expensive, to try calling your costumer service. Nobody picks up the phone. I've been on hold for many, many hours! So I have just given up and would like to return the computer and get my money back.
You can pick up the laptop Wednesday, the 4th of november.
03.11.09 A.W.:
Could you please inform me whether to expect the laptop to be collected on the 4th of November or not!?
05.11.09 Dell (A.K.):
Dear A W, Thank you for contacting Dell Online Customer Service. I am afraid being in Customer Care we will not be able to advise on the query. However, you can contact our Technical Support Department on: 0844 338 1000 as the query is technical in nature, any dead on arrival will be delat by our Technical Team.
05.11.09 A.W.:
I don't want the computer repaired I just want to return it as we agreed on!!! You asked when you could pick it up, I gave you a date and didn't hear from you again!? Now. Will you PLEASE pick up the laptop so that I can have my money back!? ...
I certainly don't want to spend MORE money trying to call a number in another country!? All you have to do is pick up the laptop and give me back my money.
Nu sidder vi bare og venter på Dells næste træk. Formålet med denne post er naturligvis dels at gøre opmærksomme på Dells mildest talt elendige klagehåndtering, men også et håb om, at der skulle sidde en flink amino derude, som evt havde et direkte nummer eller en emailadresse til er person hos Dell, som faktisk kan/vil tage sig af dette.