easy to buy. frustrating to own.

my difficulties communicating with large companies i've paid big money to didn't just begin.
when i worked from home this summer, i was obligated to internet service, which is still not working. i had to log into a local unsecured network to get online today. mine isn't working; it was sporadic yesterday, too. probably 5 of 7 days it's faulty. i do nothing anymore.
way back in june, at&t told me - after about 40 hours of holds and explaining - it was a problem with my internal network card, and i should call dell.
i did.
it wasn't easy.
and it still hasn't been resolved. and i've given up.
it fell on deaf ears. the faceless voice on the other end didn't care whether my issue was resolved; she was paid for a day of work either way. i called the better business bureau and was told this wasn't an issue they handled.
i wrote this letter and sent it to both a local newspaper and a local television station, hoping their 'fixers' could help me be heard; it didn't work either:

Well, first off, I hope you’re seated. You might want to grab a coffee or refreshment, too, because this story is long, wild, and very, very disturbing.

On June 20, AT&T came to hook up my phone line. They had to re-visit the following day, June 21, to hook-up my Internet. After troubleshooting with both my AT&T technician and with technical support at AT&T’s call center, I was re-routed to Dell, as the issue I was having (my Ethernet light on my modem was not lit, meaning my computer could not read the Ethernet connection) was a computer problem, not an AT&T service problem.

I immediately called Dell. This would have been around 11 a.m. or noon on June 21. I called Dell’s toll-free number I found online: 800-624-9896. After the typical electronic voices, holds and transfers you get with EVERY company you call these days, I was finally in the hands of someone who could handle my problem (although understanding someone who does not speak English as a primary language is difficult and frustrating).

Anyway, to the meat of the story: After 2 hours of troubleshooting w. the Dell rep, he told me my computer needs replaced or fixed. He said it’s my choice. I chose for it to be replaced. He then told me, as a courtesy, they could upgrade my computer with a computer with a 17-inch monitor (mine is 15), and extra features. Great! The next opening for replacement delivery was Saturday, June 30, at noon. I accepted that time (and canceled a boating trip with friends to be home!). I was given a confirmation number (085***451) and my technician told me that if I had problems, I could call 800-999-3355, and his extension was 72***32.

So, June 30 arrives, but no computer arrives. I called the 800-number I was given, at about 3 p.m. on June 30. After the electronic voices, transfers, holds, I finally spoke to a non-English-speaking rep about an hour later. He told me there was no such confirmation number. He told me there also was no call from my number to Dell on June 21. I’m growing increasingly angry. Aside from being called a liar, I’m being told there was no order placed, and I have to start over. This is NOT good enough for me. I’m sick of wasting my time, relying on what I thought was a reputable company, and being told I have to start over.

I continually ask to speak to a supervisor, and I finally do. This person (Lena, 800-624-9896, Ext. 8***3) tells me the same thing: my loss. I was told that, as Dell’s policy, there are no replacements made, only repairs. This, to them, is proof that no one told me I would have a replacement/upgrade. I’m livid! I ask whose extension is 72***32. They tell me they can’t look that up. So, at this point, I wonder (aloud) – you can tell me that my phone number never came through HOW MANY call centers you have, but you can’t tell me whom an internal Dell extension belongs to??? No way!

At no point did Dell want to figure out who on their end was giving erroneous information to customers. This could be why we continually receive terrible customer service: they aren’t interested in fixing what is wrong!

Fast-forward to present: I cannot reach Lena. When I call 800-624-9896, they tell me her extension does not exist.

I have logged a total of 30++ hours on the phone with Dell. This problem has not been resolved, because I’m not willing to start over. I want some answers! In the meantime, my warranty expired on July 16. I tried several times to reach Lena before my warranty expired, to no avail.

I have had it. I will NEVER buy from Dell again – and now I’ve been paying for AT&T Internet service that I cannot use (since my computer’s Ethernet connection is faulty), and I can find NO ONE in Dell who is willing to take the time to help me with this.

Can you please, please help!? I am honestly at the breaking point.

*and i am.*