This is for my own reference.

[luciazephyr]

Dell is trying to charge us almost $100 for S&H that cost at most $15. Mum said I need to keep a copy of this letter and send it out daily until I get a response.

A few months ago, I purchased some computer components to build my own PC. When the components were found by my technician to be faulty, I contacted Dell. A very nice guy in customer support apologized for the broken parts and offered to refund me. I accepted. I asked if there would be any charges for the parts or the return. He told me after this, I wouldn't owe Dell anything because Dell was at fault and he hoped we'd try buying a premade PC from them next time. This bit of info is important later.

A day later, I received UPS shipping labels and promptly sent out all the parts I'd bought to Dell. From this moment, I figured I was done until I decided to buy a new PC.

I was wrong. I have now a billing statement that claims I owe Dell $96.03. Obviously, I was confused, so I called the financial department for clarification. What could possibly cost that much money after I'd returned everything?

After about three hours being bumped from Financial Services to other departments and back, I was told by FS that the money was for shipping and handling.

That makes no sense. For one, I'd been assured by the nice helpful guy that I owed them nothing and Dell was at fault and apologized for the parts, etc. Now, I suddenly had $96.03 to pay in SHIPPING AND HANDLING? For what? The grand sum weight of my purchases had been maybe five pounds at the most.

I even used Dell's website to search around a bit. I found the original items that I'd purchased and found how my it'd cost to buy them again. The shipping and handling CANNOT be more than $15. Nowhere near anything higher.

I am very willing to pay $15 for the S&H of the broken components I returned months ago. Over $90 is unacceptable. I was told I owed Dell nothing and then I'm suddenly bilked for a huge amount? No. This needs to be fixed.

I've talked to Customer Service and Financial Services for the last three days trying to work this out. No one has helped or transferred me to someone would could.

-Lucy

Comments

[moonlitsiren.livejournal.com]

Keep trying. Dell totally tried to fuck me over and not get my computer to me before I went to Japan, even though I ordered it a month earlier. Two days of constant calling/threatening/asking for superiors later, and I ended up getting free overnight shipping and a written personal apology. In times like this, companies need to do everything they can to make that next sale.

Ganbatte~