Shipped duplicate system under same Tracking number

This is normal operating procedures for Dell recently.  You will get used to getting transferred repeatedly until you get sick of it, run out of time of just give in to their tactics and hang up.  The end result is, your issue will not get resolved and you waste a lot of time trying to help them resolve the issue they created.  My only advice to you is, take both PC's and wait till they call you and ask for one back, that way they will be the ones with the vested interested in getting things resolved properly.  If billed twice, simply dispute the charge with your financial institution and let it sit till Dell brings things back to the USA where people actually speak ENGRISH. 

Don't worry, you did not have to pay extra for this level of service, it is built right into the sales price and includes unlimited frustration and bad customer service rep transfers just kicking you over the fence so someone else can do the same. 

Thanks for the response. Sorry, I will not get used to this standard of no customer care. EVER. I will continue to make the effort once a day, and only once, both by phone and electronically. I may even try old fashioned snail mail to corporate. Haven't been billed for the duplicate system, but will immediately dispute it if that happens. I have also searched around on the web and found numerous recent complaints about the lack of customer service on other forums as well as here. DELL is really making a name for itself.

All of the complaints I am reading tell the same story.....people who can barely speak English, who cannot comprehend your issue, and, ultimately, just hang up on you. REALLY? This is what a good ole American company has become, through it's own choice, and unsuspecting customers are paying the price.

Just an update to let you all know that Customer Care does not comprehend the written word any more than they understand spoken English. I received a response today from my first entry into the "Missing, Wrong, or Damaged Order/Item" online form. Again, the agent does not understand the problem, and stated that he understood that I wanted to make another purchase. I had exactly the same thing happen when I first spoke to someone about this mess. If they can't or won't handle the problem properly, they play dumb. The email referred me to the sales department so that I could make a purchase.

There was also a "how am I doing" link at the bottom to give feedback to a manager, which I did. I received an automated "Out-of-office"  response that stated that he was traveling until Dec. 28th! I have made it very clear, repeatedly, that this is not my responsibility. I refuse to spend hours in phone e l l *****l to help DELL retrieve a computer that I never ordered.

What a way to run a business!!

Updating again - I have had no response to my responses to the emails I received on Dec. 2nd regarding this issue. I responded immediately to the Customer Care agent and informed him that NO, I do not wish to purchase another computer. I need someone to take responsibility for shipping me a computer that I never ordered and make arrangements for DELL to retrieve their computer. It doesn't fall under a "return" because there is no order number, and I did not purchase it. Someone just printed two shipping labels and two packing slips, slapped them on the boxes, and sent them to me. All I got was an auto-response saying that he would "revert" to my issue in 4 days. Hasn't happened.

But, yesterday, I received a survey from DELL regarding the handling of this issue. It had an open service number that stemmed from a phone call to them on Nov. 24th, but they had dated it the 19th, the same day as my order. This is the only one of my calls that is reflected in their system.

What is wrong at DELL that they cannot handle customer "care" phone calls, emails, etc. , have no idea how to resolve any issues, yet they can take the time to send you a survey to ask if you are satisfied with the way your issue was handled? You can just guess what I had to say to them!!!

If you didnt order 2 and they shipped 2 you are under no obligation to return it. If they didnt charge you twice its yours to keep. That is for any product you receive but didnt order.

BeastMD1:  I became aware of that after the fact, but decided I did not want the hassle. DELL verified that the 2nd service tag was associated with another customer. After seeing all of the problems others are having with computers that have someone else's name associated with it. In addition, this was a DELL mistake that caused me, personally, a lot of aggravation with both FEDEX and DELL on the day before Thanksgiving, when I had more important family issues going on.

The first mistake was DELL's, but the second was FEDEX accepting two shipments with identical tracking numbers.

I gave up trying to phone customer support, but continued to enter the information online every few days. While I received an auto-response each time, those were the only responses I received, until last Monday, when a UPS return label mysteriously turned up in my email. I shipped it back, and DELL now has it. Interestingly, their online log of my case shows that I initiated emails on dates that I did not, and that they phoned me, as well, when I received no call at all.

Now I'll be waiting to see if they are able to disassociate that service tag from my order number and account.

This is a situation that should never have happened. Customers are NEVER responsible for the company's internal mistakes. Any company that treats a customer this way, when the customer is trying, in good faith, to correct THEIR problem, deserves to lose that customer's business.

Lesson learned: First and Last Time

Another follow up: After receiving a return UPS label via e-mail, I shipped the 2nd computer back. Dell received it on December 18th. Unfortunately, ANJALI, of Customer Care is not aware of this, as it appears that there is no communication within DELL. I have since received several phone calls, (did not know that it was DELL, as the Caller ID says Out of Area - Unavailable, and no message left), and two follow up e-mails, that correspond with the log on my service request.

One phone call and email was actually on Christmas Day!!! The email was so poorly spelled that I questioned whether it even came from DELL, but it was signed by ANJALI T.

Today, there were two phone calls to my residence, followed by an email from this same ANJALI. Both emails were asking for all of the specifics: FedEx # from the original delivery, order number, Service tag numbers for both computers, and information about my account so that they could process a return and send me a label and credit my account. (Not necessary, since I wasn't charged). Excuse me, but, ANJALI logged "Follow up in progress" on the day that I received the UPS return label! Who actually sent the label, and how did they not know that it was sent?

The email from today states that "

As we are unable to reach you after multiple attempts, we are closing this service request. In case if you want the issue to be addressed, please respond to the email." It is from a no-reply address, but wants me to forward it to US_CustomerCare@Dell.com if the issue is not resolved.

I logged on and found that yes, indeed, they have closed this out. I will never feel comfortable that this is really the case, as it seems that chaos reigns in the Dell customer care department, with no one able to provide anything even resembling Customer CARE. I have kept all paperwork involved, and will follow up with the proper agency if anything more comes of this.

For those of you who have unresolved issues, the number that called was 800-456-3355. This is the same number that has reportedly been "spoofed" by scammers who call claiming that your computer may have a virus, so answer with caution.

Bottom line for me is that I want nothing more to do with a company that can't keep track of their own inventory and has NO Customer Service. NEVER AGAIN.

Told you you should have kept it. ;)

BEASTMD1: Yes, I could have, but I didn't want the hassle. As it is, I'm sure this is not the end of it. I feel that it is very risky to have any dealings with DELL. They are having a problem with "scammers", both by email and phone, who have the correct customer information, but are asking for more specifics. In my case, they already HAD all of the specifics, yet wanted it all again.

Have you read the WIKI about the scams? Their own words: "To protect yourself, do NOT provide any confidential information such as password, Customer ID, Credit/Debit Card number, PIN, CVV, or DOB to any email or telephonic request, even if the request is from Dell." That speaks volumes. Sounds like the "scammers" are within the company. From the very start of this, something seemed off, and the more I read about the internal workings of this company, and how they treat customers, the more I wish I had never, ever considered buying a DELL. As I said, FIRST AND LAST time.