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Their customer service, too, according to Cuomo, "means no service at all. Dell's consumers were intentionally misled, and they had to pay for that privilege. I hope this lawsuit sends a message to companies large and small that delivering a product is simply not enough—the promises they make must be delivered as well."
The customer service problems include long wait times, disconnections, repeated transfers, and possible usage of "known-defective 'refurbished' parts to repair and replace consumer's gear," states an article on news.digitaltrends.com. Also, Dell promised "no interest" and "no payment" finance plans, but did not follow through with them.
According to an article on www.signonsandiego.com, "Reisner, a computer programmer, said he was offered zero percent financing for six months, during which he paid off his $1,500 computer. He said he was then informed he had never qualified for the rate and was obligated to pay a 39% interest rate."
Dell also had customers disassembling their own computers. One woman told a Manhattan news conference that her husband was asked to open the body of their computer. She was outraged. "We're both not young. We both have arthritis in our knees. And to tell my husband to get down on the floor...I'll never buy another Dell."
However, Dell spokesperson Bon Pearson said in a written statement, "While even one dissatisfied customer is too many, the allegations in the AG's filing are based upon a small fraction of Dell's consumer transactions in New York. We are confident that our practices will be found to be fair and appropriate."
The Dell case is being handled by the state's Consumer Frauds and Protection Bureau, which received a high level of complaints about Dell.
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