I helped my 80 year old grandmother buy a Dell AIO computer over Presidents day in which Dell was advertising a free tablet with the computer. I thought it was a good deal so I helped her buy it, I personally went through the options to make sure she was getting everything she needed, and there was a line item which showed the free tablet as part of the order. We pulled the trigger and that’s where the problems started.

First off Dell shipped and charged her for two computers! So she had to go through all the hassle of sending one back. And the tablet did not come with the order. She called and spend hours trying to get help but got nowhere. She said she'll never buy a Dell again but didn’t think Dell would care as she’s 80 years old and doesn’t have many more computers to buy.

Since I helped order the computer and recommended it based on the free tablet I called Dell personally and talked to someone in the "sales resolutions" department who said the best he could do would be to send me a return label for the computer or a “gift card” for $75 but he couldn’t send the tablet which was advertised.

He was doing what he could and didn’t have authorization to do much more, which is understandable. I was polite but wanted an explanation as to why Dell falsely advertised that they would send a tablet, and is now not wanting to honor the order so I asked to talk to his manager.

This is where things went totally downhill. I got Sandra (ID# 112883) who has the worst customer service I’ve encountered in a long time. I started out saying that I thought the representative I was talking to before her was very good but I just wanted some further explanation as to why Dell would advertise something which was not delivered. She was very aggressive from the get go, she proceeded to tell me that there was nothing Dell was willing to do, and that as it turns out she wouldn’t even honor the $75 gift card or the return of the computer and basically told me to take a hike. I couldn’t believe it! She was rude and dismissive and not someone Dell wants representing them in any way.

Sandra should not be placed in an escalation/management position, and as it turns out I’m not the only one that thinks so. http://en.community.dell.com/support-forums/customercare/f/4674/t/19609929

Anyway if there is anyone watching these forums and wants to help make things right, the order number of this system is Thanks,