Pocono News Section

Dell Settles Over Customer Complaints

Dell Settles Over Customer Complaints - Wednesday, January 14, 2009 at 6:49PM EST

Reported by: Jeff Chirico
Wednesday, Jan 14, 2009 @ 06:49pm EST
Bad business practices are going to cost Dell millions of dollars. And if you've had problems with the computer maker you could get a piece of the pie.

Pennsylvania and 33 other states reached a 3.3 million dollar agreement with the Texas-based company. It all has to do with all sorts of customer complaints including warranties that weren't honored.

"I think they're trying to scam me," said Patty Jones of Scranton, bought two dell laptops from Sam's Club. After one computer stopped charging 11 months after she bought it, Dell refused to fix it --claiming the one year warranty had expired. "They were saying the warranty was up from the time Sam's purchased it. Not from the time I bought it," she said.

Even folks at Sam's Club were floored by the excuse. "Sam's Club told Dell, the guy said do you know who Sam's Club is? They said yes. But didn't care. So they're over and beyond consumers," says Jones.

Christine Borchick agrees. The Wilkes University senior and her mom have been trying for months to get Dell customer support to help fix her CD drive. "As far as customer service and honoring support they say they have, no not at all," she said.

Complaints like these triggered a multi-state investigation into the Texas based computer maker. Attorneys general also say customers were duped over low interest financing offers that never came through, rebates that were never paid, and problems with warranty and repairs.

This settlement agreement requires Dell to ensure all rebates are provided in timely manner and be more responsive to consumers when they have warranty issues with dell." Besides changing those and other business practices, Dell will also pay a million and a half dollars in restitution to eligible consumers.

Patty says she's glad the attorneys general blew the whistle on Dell's dirty deeds. "I agree with them. But how many consumers are going through the same thing," she asked.

Dell will pay eligible consumers who file claims by Monday, April 13, 2009.