Wanna buy a Dell? Think twice!!!

If you think you want to buy a Dell now, read this first.

I went to PC Fair (III) 2009 at KL Convention Centre on Dec 4 to look for new PC. As usual, all the sales persons will distribute brochures or promotional leaflets everywhere you go.

My original intention was to buy an HP computer but one brochure caught my eyes, and that was Dell. Without really much consideration, I’ve made up my mind – Dell Inspiron 545 selling at RM1899.


I went to the first Dell booth and tried to get a sales agent to assist me. The sales agent told me they didn’t carry desktop but laptop only and asked me to check out other Dell booths.

I went to the second Dell booth, again, the sales agent told me the same story that they didn’t carry desktop. This sales agent advised me to order that particular model online instead via dell.com.my/pikom as printed in the brochure. I was a bit frustrated; if you don’t carry it, why print it in the brochure?

Back home, I logged on to the website provided in the brochure. Without many clicking, I’ve landed on a page with three models displayed – Inspiron 545 Desktop (RM1199), Inspiron 545 Desktop (RM1899) and Inspiron 545s Desktop (RM2xxx).

I made a quick order of two units of Inspiron 545, one priced at RM1899 and another one at RM1199 by clicking on ‘Add to Cart’ button, and proceed to ‘Checkout’. It was a fast order and the sales transaction completed at 4:23pm.

On Dec 12, I received an SMS informing me that my order will be delivered on Dec 14 between 9am-2pm. On Dec 14, I’ve waited the whole morning till 1:30pm, but there was no sign of someone going to deliver my PC.

I called up the logistics, 03-55485255 ext 107 Ms. Thila. No one was answering and forwarded my call to voice mail with a message of ‘voice mail is not recording’. Can you imagine that?

I called a few times, still the same. Finally, I called the main line and spoke to the operator. She said they can only deliver by 3pm. I told her, this was not what has been agreed and I have an appointment. She said she will try to arrange it before 2pm and will call me back to confirm.

I waited till 2:15pm, and I rushed out. By 2:30pm, a goddamned logistics guy called me for delivery and I have to rush back just to receive the order. Without checking, I signed the paper and left home immediately as I have an appointment.

At night, when I checked the items, I found no monitors delivered.

I called up Dell at 1-800-88-0553 the next day. They put me on hold for 30 minutes and the line just cutout. I called again, waited for 15 minutes, and finally someone attended and a case# 7372360 opened. The so-called “customer care consultant” asked me to scan the brochure and send to APCustServ@dell.com. I scanned the brochure, attached it to the email and sent at 10:07am as well as provided information like Internet Reference Number: MY0000-4163-07574 for their investigation.

On Dec 17, I received an email from Dell Customer Service <sa_cc_cust_serv@dell.com>, and it said:

As per the attached, it is not written a free monitor will be included with the purchase.
Furthermore, when the order was placed, the order confirmation states you have chose "no monitor" as part of the purchase.
Please attach any confirmation that states we have missed the monitor while you have chose it as part of the purchase.

Dear readers, do you think this is a stupid reply?

I replied to them, and I said there was no “optional” or “excluded” word on it. I requested someone to call me but no one called.

I called again, Melissa attended to me. She repeated the same story and requested to resend the brochure. I sent it to them again with attention to her name at 10:47am and I received an email stated the case closed.

Order number: 3003852983 Case number: 7372360

We trust the recent case that you logged with Dell Customer Care under the above case number has been attended to / resolved to your satisfaction. Should you have any further enquiries, kindly email us at SA_CC_Cust_Serv@dell.com

This really got me mad. The case can just close without resolving. What kind of customer service is this???

I emailed them again and I told them to stop cheating! Whatever printed on the brochure will not be honored at all, it seems! I think this is a new way of cheating!

At 4:51pm, they email again.

With reference to the order that you have placed online, you would have to select the monitor in order to receive it. The option is provided with every desktop. If you do not select the option, it would not be included.

If you refer to the leaflet that you have highlighted below, it lists the recommended specs for this system. It does not state that the monitor is included as a free item. If it was included as a free item, it would be stated clearly in the brochure.

I’m sorry. We will not be able to comply with your request of sending a monitor. You would have to order the monitor separately.

What?! Recommended specs? It does not state that the monitor is included as a free item?

This sounds stupid!!!

I replied them with a challenge that if according to what they said, what about Windows, 4GB DDR2 SDRAM, 500GB SATA Hard Drive, etc? They were not stated as FREE items!

I managed to find a past Hari Raya brochure and want them to explain.


They replied me on Jan 4:

Again, those are just recommended specs.

If you would like a certain item included, you would have to select it. If there is a free item included in the brochure, it will state the item with the words FREE.

Dear readers, if you stand in my shoes, will you get heart attack with the stupid and irresponsible reply?

I asked them to stop their stupid reply and call me, and this is what I got:

In order to answer your concerns as comprehensively as possible, please contact us on [(MY) - 1800-88-0301] and our Care specialists will be glad to clarify to you.

I called the number and Nurin attended to me (of course after a long wait). I told her, I have fed up to repeat the story and get me the manager; an asshole manager – Kumar attended to me.

You know what?! This stupid manager can’t even have access to the email I sent and blindly answered from their recorded logs. Where are my emails gone?

If you can’t see the brochure, you will not be able to feel how frustrated I am. If this is the customer service provided by Dell, do you want to get into this type of hassle?

He told me whatever printed in the brochure was probably the tactics that the retailers use to up sell the products. Dell will not take responsibility for it. I told him the brochure was printed with Dell name, not the retailer name and don’t push me away!

The brochure distributed everywhere at the hall and no specific retailer name printed in the brochure. If one of the retailers trying to get more business from others by giving a free monitor, do you think they will achieve their goal by distributing brochure without their name? C'mon, use your brain!

Again, the stupid and irresponsible manager challenged me to bring this to consumer tribunal. Can you see how arrogant a Dell manager is?

I'm going to bring this case to the Tribunal for Consumer Claims Malaysia to seek for their help. I found a similar case on their website too!

The Tribunal for Consumer Claims is an independent body established under Section 85, Part XII of the Consumer Protection Act 1999. The Tribunal operates under the Ministry of Domestic Trade, Co-operatives and Consumerism. The primary objective of establishing the Tribunal is to provide an alternative forum for consumers to file claims in a simple, inexpensive and speedy manner.

After reading this, if you think you still want to buy a Dell, read more cases below:

The Deception of Dell in Taiwan

and more...

You might be the next victim!

Ahh... Stupid Me! :-(