Hi, I made a purchase from Dell online for a computer, they took my credit card information, and delivered the unit, They put the wrong zip code so they unit was never delivered. They re-delivered the unit and told me that I could pick it up. When I went to get the unit from Fedex, the name was wrong so I couldn't pick up the unit.
Finally, the computer was delivered and it didn't work, Dell sent out a replacement unit. The replacement unit didn't work, so they sent a technician out with parts, (3) system boards, (4) graphic cards, (3) keyboards, and other parts finally they replaced the unit. I called recently for service and they tell me that I have to return the unit with the service tag number of the unit that they sent me as a replacement. I let them know that this is the replacement unit and the other unit was returned over (5) months ago. They have refused to service the machine stating that I need to tell them what the service tag number and the return information lable for the other unit. I don't have that information. What can I do legally to make Dell fix my machine, exteremely frustrated.
Answer
When you hit a dimwit at customer no-service, and you obviously have, start by going over the person's head you are talking to. Ask politely for that person's supervisor, and if that doesn't work, get THAT person's supervisor. Most of the time that works.
If that fails, go online and get the name and street address for the company CEO. Send him a concise firm but polite letter. Send it by Fed Ex or a similar service and pay extra to REQUIRE that only he can sign for it. Odds are good that will work. Ask for the repair, PLUS a refund of your postage, and a small gift card for your trouble. Just to be sure you have his attention, send copies to the Better Business Bureau, and the state office of consumer affairs.
In the unlikely event that he fails to resolve it, sue Dell in Magistrates Court (small claims court). You will then have their attention.
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