Issue: read "My letter to DELL" below.

Actions:

• I called DELL to ask for a refund, the first representative refused.

• I asked to speak to a more senior person

• I was refused the refund by the more senior person, and I was also told that I cannot speak to a higher-placed representative.

• I told the person that I will publicize my case, and that I will proceed with a complaint to the Better Business Bureau, and asked him once again if he is willing to grant me the refund. The person refused.

• I went on the Internet and within 30 minutes I posted my story on 4 important websites, and I filed a complaint to the BBB in Austin Texas (all this in only 30 minutes!).

• I sent a letter to DELL informing them of the actions I took (see below).

Results:

• The BBB took action

• Dell contacted me by Email as well as by phone

• Dell apologized to me and refunded me one CD.

To PRINT go to the bottom of this page

My letter to DELL

My new Dell computer, still in warranty, was unstable running on Microsoft Vista 64 bits. On 03 March 2009 I called Dell to ask for a change to Vista 32 bits. They told me that I will be charged for the new CD, I agreed. A week after I received 2 identical CD-s with Microsoft Vista 32 bits, and I realized that Dell charged me two times. I called Dell on 25 March 2009 asking for a refund, and telling them that I will send the extra CD, unaltered, unopened, back to them. One representative and his manager told me that they cannot reimburse me because 21 days have passed since the transaction day, and that Dell's policy is that if the customer is not satisfied with the product he/she can return and be reimbursed only within 21 days. I told Dell's representatives that in this case 1) it is about Dell's mistake and 2) there is no question of satisfaction, I received the same CD twice.

Because Dell's representatives refused to reimburse me I told this story on these websites, and I filed a complaint with Better Business Bureau:

http://blogs.businessweek.com

https://www.consumeraffairs.com

http://www.measuredup.com/

http://www.ellenroseman.com/

http://austin.bbb.org/

And I will continue my campaign ...

I see Dell has more problems of deceptive practices

http://www.bloggingstocks.com/2007/05/16/dell-sued-over-customer-complaints/#comments

Tiberius

Better Business Bureau Case # 90148529

WORLD ECONOMIC FORUM ANNUAL MEETING 2009

Peter Brabeck-Letmathe and Michael S. Dell by World Economic Forum

On April 08, 2009, DELL provided the following information to the BBB:

*** Web Response ***

Brastaviceanu, Tiberius 04/08/2009

Re: Better Business Bureau Case # 90148529

Dear Better Business Bureau,

I am writing on behalf of Dell Inc. in response to the inquiry filed with your office by Mr. Tiberius Brastaviceanu. Thank you for making us aware of his concerns.

After reading Mr. Brastaviceanu's complaint, the following is what we have determined to be the issue.

* Received duplicate order

* Requests refund for one item

We apologize for any inconvenience that Mr. Brastaviceanu has encountered. A Dell representative contacted Mr. Brastaviceanu to address the issues. The representative informed Mr. Brastaviceanu he was charged $17.33 for each CD and we would authorize the refund for one as he requested. On 4 April Mr. Brastaviceanu was informed the

refund had been posted to his Visa card. In the event Mr. Brastaviceanu requires further assistance we request he contact us directly using the information provided below.

If you have any additional questions regarding this issue, you may contact the agent directly via e-mail at Irene_Stewart@Dell.com or at 1-800-915-3355 Extension 724-9524. She will be happy to assist you.

Sincerely,

William E. Bartell

Consumer Resolution Center

Dell, Inc.

Messages from DELL to me

************************************************************************

Subject: Regarding Dell order number 656125816.

Dear Tiberius Brastaviceanu,

This is in reference to the Better Business Bureau letter that reached our corporate office. We appreciate you taking the time to bring this incident to our attention. I tried reaching you at ***, but this number seems to be disconnected. Please provide an alternate phone number and the best time to reach you.

I am looking forward to a response from you at the earliest.

Thank You for choosing Dell.

Regards,

Tejus

Global Escalation Management Team - Consumer

Ph: 1-800-624-9897, Ext. 7283898

Working : Mon to Fri (8 am to 5 pm CST)

************************************************************************

Subject: Re: Dell Support Request: Return Request (KMM94792958I57L0KM)

Dear Tiberius Brastaviceanu

Thank you for contacting Dell Online Customer Care.

I am in receipt of your e-mail regarding a return on your order # 656125816. I have submitted a request for a full refund; however, it is not necessary for you to return this item.

Your reference number is 114061508 . If you paid by credit card, it may take up to two billing cycles for the credit to be reflected on your account. Otherwise, it will be credited back to your original method of payment within 6 business days.

Sincerely,

Adeeti Sood

Dell Online Customer Care

http://support.dell.com

************************************************************************

DELL also called me personally apologizing and announcing me that I will be refunded for one extra CD they sent me by mistake, and that it wasn't necessary to return the extra CD to them.

Complaint filed against: Dell Inc 1 Dell Way MS 8210 Round Rock, TX 78 682 PHONE: 512 338-4400 FAX: 512 283-6161 Website: www.dell.comPhoto by Kevin

Case:

I called Dell, technical support department, on the 3-th of Mars 2009 to report a problem with my Dell computer which is still in warranty. I asked Dell to replace my Microsoft Vista 64 bits with Vista 32 bits. They agreed to send me a CD with Microsoft Vista 32 and told me I will be charged 10$ plus shipping and handling for it. I agreed. The confirmation number of the transaction is 656125816. I payed with my VISA credit card. A week later I received a 2 copies of the same CD containing Microsoft Vista 64, and I realized that I have been charged two times on my Visa card, 22.22$ each. On March 25 2009 I called Dell asking them to reimburse one CD. Dell' representative told me that 21 days have passed since the order was placed and they cannot reimburse. I asked to speak to a manager, I was transferred to one and he told me the same thing, 21 days have passed after I placed the order, and the policy of Dell is that if the customer is not satisfied with the product he/she can return it within 21 days. I replied that this case is different, and that 1) it is not a matter of satisfaction, 2) it is about Dell's mistake sending twice the same order and charging for it. Dell's representative replied that same rules apply in this particular case. I offered to send the extra CD back, which has not been altered in any way, but I got the same refusal.

Category: Refund or Exchange Issues

Case opened date: 04/01/2009

Case closed date:

Desired Resolution: I would like to be refunded 22.22$ for the extra CD I received from Dell.