OT: Buyer Beware: My Experience with Dell

Matt_Iserman wrote on 2/25/2003, 11:08 PM

In February 2003, I attempted to utilize a specific function (MIDI connection) of the sound card that I selected for inclusion in my Dell package only to discover that it was not there. Dumbstruck, I investigated. Between research on the internet, e-mails to Creative (the sound card manufacturer) and several messages followed by four hours of phone calls with the Dell support staff, I found out that Dell was selling a stripped down version of the sound card and advertising it as the full package.

When confronted with these facts, Dell responded by stating that, because it had been more than thirty days since I purchased the computer, I could not return the sub-standard component and get a full refund. Instead, their appeals committee elected to offer me a 70% refund (excluding shipping charges) if I wanted to return the card. They fraudulently sold a sub-standard product and had the audacity to refuse a full-refund.

If you would like to see the complete report, please visit http://eieio.1051Productions.com/

Thank you for your time,
Matt Iserman

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Comments

BillyBoy wrote on 2/26/2003, 3:09 PM

Just like some guys love to mess with cars, some get a bit carried away with computers. Check out this for extreme. See through cases with cold cathode lights, four, five, six... case fans, get a custom 'window kit' so you can also peek at the inside anyone?

Even I'm not that extreme... one of many sites

http://www.becooling.com/lightkit.htm

wcoxe1 wrote on 2/26/2003, 9:04 PM

Saw a Reved unit the other day, running at over 6GHz. Had a liquid refrigerant cooling system. The cooling system costs more than my computer did. Owner didn't care if he burned a cpu now and then, only cared how fast it was benchmarking when it fried. I don't think he does very much real work with it. Just likes to brag about how fast he COULD work. Funny think is, in about 2 - 3 years cpu speed will be that high for average machines. Wonder how fast his non-work machine will be then.

nolonemo wrote on 2/26/2003, 9:47 PM

Well, it's like cars. How many people do you think actually drive their souped up whatevers at 160 mph? Nothing tickles me more than seeing a Ferrari creeping along in stop and go rush hour traffic here in LA. You know the driver is just having a great time riding the clutch.

dvdmike wrote on 2/26/2003, 11:01 PM

Find as many others with the same problem and if it was obviously widespread and not awknowleged by Dell to all, then get the media involved. Then you will have some power. In order to get the media involved, you will need iron clad proof of the injustice to you and the others. If the media wont give you the time of day, try your State's Attorney General's office. It could be considered fraud and they often like to get their names in the paper by sticking up for the little guy against the mega company during a re-election year. But don't count on any help from others if this is an isolated incident.

Or, just take them to small claims court. If what you say is true, I'm sure that you can get your money back and you won't need a lawyer or the media, so it will (only?) cost you the time to file and show up. If you do find others in your same situation, just threatening to go to the media may do the trick. Big companies HATE bad press. They know that a class action suit is something that they will win in the long run because they have more money for their lawyers than you do (and no one died as a result) and they can keep everyone from collecting anything for years. Media problems are much scarier than the class action suit is to them. They hurt right away.

But why is this post in the Vegas video forum in the first place?

Matt_Iserman wrote on 2/27/2003, 12:10 AM

"But why is this post in the Vegas video forum in the first place?"

It's funny you say that because in an earlier post someone said that it should not be considered off topic... For what it's worth, I bought this computer specifically to do video work using Vegas. For some soundtrack work I had intended to use MIDI and the Audigy SoundFont capability. (Can't afford the big stuff. I do this for fun.) Now, I have to find a workaround or purchase a separate piece of hardware. I thought others might like to know before they made the same mistake I did.

Thank you for the suggestions on what action I can take. I have contacted my state's AG office. I'll have to wait to see what they have to say. Unfortunately, small claims court is out of the question. The grievence would have to be filed in the county where Dell is headquartered and Texas is too far from Minnesota to justify the expense.

Thus far, my utilization of media has not extended beyond my web site; however, I have heard from one other person so far who had a similar experience with Dell although for them it was different hardward that was stripped down.

MyST wrote on 2/27/2003, 2:13 PM

http://www.carillondirect.com/clnweb/CarillonSelectorCustom.jsp?country=CAN&orderID=CARILLONCUSTOM

Found this site for Carillon DAW PCs.
You can configure a PC and it's set-up that it will NOT let you select incompatible hardware.
Now I guess they'd rather you bought your PC from them after selecting all the compatible hardware, but... :)

M

nolonemo wrote on 2/27/2003, 2:43 PM

If you commnicate with the state AG, be sure to do it writing (or follow up in writing) and cc some of the key people at Dell on the correspondence. Also, some newspapers and TV stations news division have a consumer complaints reporter, you can give him/her a call, you never know, but they tend to get results when the are involved.

wcoxe1 wrote on 2/27/2003, 3:58 PM

Don't forget a written complaint to the Better Business Bureau.

JohnnyRoy wrote on 2/27/2003, 5:51 PM

> What's a guy to do? :)

You could always configure a PC on the Dell website and then go buy the parts and assemble it yourself. At least you’ll know your getting the “real” parts instead of stripped down versions. I got burned by Dell with a SoundBlaster Live card that had the digital out disabled and an nVidia GeForce2 GTS video card with only half the memory of every other GTS on the market. Never again!

~jr