I have no idea why these things always happen to me. I priced out a nice laptop on Dell.ca and applied for financing. I have been waiting for over 3 weeks to hear back from them and it is ridiculous! Their customer service leaves a lot to be desired, that’s for sure.
First off my current laptop is 5 1/2 years old. I bought it in 2009. I actually love my laptop, it’s a Toshiba Satellite A300-05M and it is pretty nice but it is starting to go on me. The fan quit so it overheats, the keyboard is buckling and little and keys keep coming off, they go back on pretty easy if you do not loose the little inside pieces, however I am tired of putting my computer back together!
The computer that I am looking to purchase from Dell.ca is the Inspiron 15 5000 Series. I applied for financing because I can not really afford to purchase it outright but can afford up to $100 a month. I applied on the 4th of August and was told it takes 24-48 hours for them to let me know if I am approved. It is now the 28th and I still have not heard back from them.
I have called every week since then asking what else they need since they will leave notes saying something is needed but no one calls me. It’s getting so frustrating and I have to say Dell.ca’s tech support is awful. In Canada their sales department is only able to be contacted via chat (which I can never seem to get to work properly). When I chat in they keep giving me a phone number to call. I call the number and it refers me back to chat. I can not even get a person on the phone that way. It just says my area code indicates I am in Canada and to go to http://del.ca/chat which I do and they refer me back to the phone number.
I finally got a hold of a phone number for their financing department a week and a half ago and called (while I had no voice mind you) and spoke to someone, they found an account linked to my SIN (like a social insurance number) and told me it was not in my name! So I called Equifax to ensure that there was nothing on my file, no one trying to steal my identity. Awhile ago my SIN and other info was on a hard drive that the Canadian Government “lost”, along with 100,000 other people and some of us are finding that we are now victims of identity theft, it’s a bit of a mess to say the least. It was info from out student loan applications.
I get that sorted out by sending a copy of my drivers license, health card, SIN card and a utility bill. Unfortunately for me the Nova Scotia government decided that they would no longer issue address change stickers to put on the back of your license when you move. In fact they have made it illegal to put any sort of sticker on drivers license, or laminate or do anything like that. Which I get, security, identity theft and all they want to make sure it is unaltered.
However it would be nice if they actually made this aware to the general public and to companies that may need this stuff to confirm identity. So Dell.ca says they have no record of this and because my drivers license has a different address on it then my utility bill and SIN info in the system that they need a written letter from the Registry of Motor Vehicles stating that they no longer allow for change of address stickers on a drivers license.
And do you think I can get anyone at the Registry of Motor Vehicles to find or make up such a letter? No, no way, of course not, that would be too freaking easy. So I call Dell.ca back and they girl outright calls me a liar and puts my application to the fraud department. But this time I am so mad and ask for a supervisor. I did my best not to yell but I was so mad, to outright call me a liar on the phone. I was reedy to scream. I eventually hung up after getting no where with them.
Then Friday I get an email from the sales department telling me they need to verify my identity and they ask me for the documents again that I already sent, no mention of me sending them, as if I never did. I resent the documents but also sent this email as well:
So that I do not have to call back again and say this another time as I have explained it over and over to each and every person that I have talked to. The drivers license address does not match the address on the utility bill (Eastlink) as in Nova Scotia when you move they DO NOT change the address on a drivers license. Everything is done in their computer systems only. They used to issue a sticker that would be affixed to the back of the license however it is now illegal for them to do this so they do not change addresses until the license is renewed.
I have been calling every 2-3 days for over 3 weeks trying to get this sorted out. I had less problems purchasing a car and getting a car loan then I have with this computer and financing for it. It is getting to the point that it is NOT worth it.
I am very disappointed in Dell Canada’s customer service teams, I have been called a liar, screamed at, hung up numerous times on and yes I have even yelled myself which I am not proud of, however if you had to go through what I have had to go through for this financing you would be mad as well! I am not a happy camper and I will never ever buy another computer from Dell again even if I am approved for this one. I am not a happy Dell customer.
Now I just have to wait and see what happens next. I was so mad I even asked several times to cancel and kept getting the run around and being told that a different department would need to do it. When I would get to that department they would say the previous department would need to do it. I eventually just gave up. I will just have to wait and see what happens.