26" LCD TV - HD Ready £378 delivered! (merged) [CLOSED]

ek247

I am willing to take this matter further & have written complaints to customer care.

I refused the £75 voucher but still got it.
I refused to cancell my order but when i phoned dell said it was cancelled & £75 voucher was offerd as a "goodwill gesture"

Brodel

ek247 wrote:

I am willing to take this matter further & have written complaints to customer care.

I refused the £75 voucher but still got it.
I refused to cancell my order but when i phoned dell said it was cancelled & £75 voucher was offerd as a "goodwill gesture"

When were you given the voucher, and was it through post or email? I haven't heard a single thing about this from Dell. Is it restricted to buying a TV or a minimum spend or anything like that?

ek247

it was given through e-mail & i can only use it on the 32" & 37" LCD models.
Utter Garbage!!

Brodel

ek247 wrote:

it was given through e-mail & i can only use it on the 32" & 37" LCD models.
Utter Garbage!!

wow, what a joke.

marty1888

Hello,

Thanks for your swift reply.

I am pleased that you finally found time to provide me
with some information on the current situation.
However, your explantion is not satisfactory as to why
you will not be fulfilling my order for 2 x Dell W2600
LCD TV's.
You state that there was a "technical fault" for a
limited time between the 29th & 30th, my order was
placed on the 28th when according to you, no actual
fault existed. How therefore can you explain why this
affects my order as I ordered previous to these
"technical faults" causing a problem on your website?

Personally I find your offer of a £75 voucher as
insulting, unacceptable and derisory and I will not be
accepting anything less from your company than the
W2600 LCD TV's that i ordered and had confirmed by
your Sales Team on 2 occasions.

You entered into a legal and binding contract with
myself upon confirming the order and furthermore by
actually taking the monies from me for payment for the
aforementioned TV's.
According to your companies Terms and Conditions and
in particular Clause 3-

'Dell reserves the right to change Products (incl. 3rd
Party Products) at any time but Dell guarantees you at
least equivalent functionality and performance.'

How exactly is a meagre £75 voucher equivalent to 2 x
Dell W2600 LCD TV's?
Therefore under Dell's Terms and Conditions I fully
expect your company to honour this clause and fulfill
my order.

I am unwilling for you to merely cancel our 'contract'
that was entered into upon confirmation of my order
and enhanced by taking payment without my consent
which I will not be giving.
You are liable for your actions under your own T&C's
and I fully expect my order to be honoured.

Yet again, In conclusion I would like to draw your
attention to
your companies own ‘Code of Conduct’, referred to as
‘Dell’s Higher Standard’ and I quote;

"Trust -our word is good. We keep our commitments to
each other and our stakeholders."
"Integrity -We do the right thing without compromise.
We avoid even the appearance of impropriety."
”Honesty – What we say is true and forthcoming – not
just technically correct. We are open and transparent
in our communications with each other and business
performance.”
“Judgement – We think before we act and consider the
consequences of our actions”
“Respect – We treat people with dignity and value
their contributions. We maintain fairness in all
relationships.”
“Courage – We speak up for what is right. We report
wrongdoing when we see it”
"Responsibility -We accept the consequences of our
actions. We admit our mistakes and quickly correct
them. We do not retaliate against those who report
violations of law or policy"

I dont seem to be seeing any of those actually being
honoured to
the 100's of customers in a similar position to my
own.

I await a suitable response to this issue.

Many Thanks,

XXXX XXXXXXX

dbilsborough

that's a lot of kisses you put at the bottom, might get a result I suppose

marty1888 wrote:

Hello,

Thanks for your swift reply.

I am pleased that you finally found time to provide me
with some information on the current situation.
However, your explantion is not satisfactory as to why
you will not be fulfilling my order for 2 x Dell W2600
LCD TV's.
You state that there was a "technical fault" for a
limited time between the 29th & 30th, my order was
placed on the 28th when according to you, no actual
fault existed. How therefore can you explain why this
affects my order as I ordered previous to these
"technical faults" causing a problem on your website?

Personally I find your offer of a £75 voucher as
insulting, unacceptable and derisory and I will not be
accepting anything less from your company than the
W2600 LCD TV's that i ordered and had confirmed by
your Sales Team on 2 occasions.

You entered into a legal and binding contract with
myself upon confirming the order and furthermore by
actually taking the monies from me for payment for the
aforementioned TV's.
According to your companies Terms and Conditions and
in particular Clause 3-

'Dell reserves the right to change Products (incl. 3rd
Party Products) at any time but Dell guarantees you at
least equivalent functionality and performance.'

How exactly is a meagre £75 voucher equivalent to 2 x
Dell W2600 LCD TV's?
Therefore under Dell's Terms and Conditions I fully
expect your company to honour this clause and fulfill
my order.

I am unwilling for you to merely cancel our 'contract'
that was entered into upon confirmation of my order
and enhanced by taking payment without my consent
which I will not be giving.
You are liable for your actions under your own T&C's
and I fully expect my order to be honoured.

Yet again, In conclusion I would like to draw your
attention to
your companies own ‘Code of Conduct’, referred to as
‘Dell’s Higher Standard’ and I quote;

"Trust -our word is good. We keep our commitments to
each other and our stakeholders."
"Integrity -We do the right thing without compromise.
We avoid even the appearance of impropriety."
”Honesty – What we say is true and forthcoming – not
just technically correct. We are open and transparent
in our communications with each other and business
performance.”
“Judgement – We think before we act and consider the
consequences of our actions”
“Respect – We treat people with dignity and value
their contributions. We maintain fairness in all
relationships.”
“Courage – We speak up for what is right. We report
wrongdoing when we see it”
"Responsibility -We accept the consequences of our
actions. We admit our mistakes and quickly correct
them. We do not retaliate against those who report
violations of law or policy"

I dont seem to be seeing any of those actually being
honoured to
the 100's of customers in a similar position to my
own.

I await a suitable response to this issue.

Many Thanks,

XXXX XXXXXXX

marty1888

dbilsborough wrote:

that's a lot of kisses you put at the bottom, might get a result I suppose

yeah, its a new tactic!!

slowen

I had an email a couple of days ago regarding the voucher but nothing was mentioned about it was to be used on another LCD TV as this is an utter joke and how does Dell think that I would be stupid enough to pay over £1,000 for one of the other LCD's that they sell just to get £75 off.

This is not the end of the matter as the amount of messing around I and many people have been put through is not acceptable

I hope they get loads of bad press and lose money just in time for christmas, I simply find it hard to believe they can try and treat customers so poorly. I can guarentee that this matter has put me off using Dell in the future and I would not reccomend anyone to them as their customer service stinks, sorry forgot that Dell don't know what customer service is

Tallyho_2

black_star wrote:

Had the satisfaction of voting HP as a primary IT supplier for £5Mill+ budget today instead of Dell. Took greater pleasure in removing them completely, they did not even get secondary supplier. No Blades, Servers, SANs and PCs for Dell. Not even a printer! Their account manager is due to get in touch shortly. I can't wait to tell them! It's nothing to Dell, but it makes me feel a little better! Me, bitter and twisted -surely not!

I'd love to hear either the phone call or be a fly on the wall . To be able to say " NO DEAL TO £1,000,000's " must be the ultimate high .

Kn1ght

I think we are all at the same stage now, looking at what your all saying.


So what's our next step I'm a bit of a newbie to this sort of thing

here is what I have written to them: -

Dear Sir / Madam

COMPLAINT

Having spent the last hour on the telephone to your “Off Shore Customer Care Team”, in itself an extremely painful experience, they have finally advised me to write to yourselves regarding the completely unsatisfactory status of my order.

I ordered two W2600 LCD TV’s on 30th November and these were to be 18th Birthday presents for my sons on the 24th December. Following repeated notifications of delayed deliveries I finally contacted your Customer Care team, only to be told that you wished to cancel my order as you have no stock. This is not acceptable as you have already sent me confirmation emails and you have taken full payment for these items against my Debit Card.

I have consulted my local Trading Standards Office (case number ****) and they have advised me that I have fulfilled my side of this contract and that you are obliged to do likewise. Your own Terms and Conditions, Section Three, clearly state that you will supply the goods or goods of “at least equivalent functionality and performance”. This may be very busy time of the year for yourselves and you may be under supply chain pressure but so am I, as I have already informed my family of their intended gifts. I also include my Order Confirmation.

I expect a prompt response to my complaint. Should you fail to respond within an acceptable time or if your response is unacceptable to me I shall pursue my complaint via the Trading Standards Office. A simple refund of my money is not acceptable.

Yours faithfully