I purchased a laptop from Dell in the US and configured it for my father-in-law in Puerto Rico. Then, I shipped it to him. Now I want to transfer ownership (and Dell support) to him. Dell has a "Transfer Ownership- International" page. I entered all of the required information there, and received this simple response on the next webpage- "Thank you! Your request has been sent successfully. Thank you for choosing Dell."
But, when I checked with Dell the following day, they still showed me as the owner.
So I went back and filled in the same form again, and got the same reply.
Then I called Dell and they said, you need to go to the Dell-Puerto Rico website, and make the request there.
Well, I hunted around and could not find any "transfer ownership" screen on the Dell-PR site. So, I tried to call Dell-PR, but it was Saturday, and nobody was home.
Then, I decided to send an email to Dell-PR telling them of my need and my difficulties. Today I received a reply telling me I needed to fill out that "Transfer Ownership- International" form which I had already done twice.
Next, I decided to call Dell Customer Support and ask "what gives?" and the Customer Support rep told me that it can take up to 10-15 days for a transfer of ownership to be completed.
Well, I asked him to explain why it took so long, and his basic answer was "It's complicated."
I asked him to check their system and just verify that my request was "in the ***", and he said he could not do that. I asked who could check it, and he said no one could check it, and that I would just have to wait until it goes through. He said I would have to keep checking for myself to see when the change went through. I asked, "How can I be sure that the request wasn't lost?" He said I have to wait. I asked is my request stored in a database, he said yes it was. I asked again could someone just query that database. He said no it can't be done.
I asked what would happen in the mean time if there was a problem with the computer, and he said that Dell-PR would be unable to help my father-in-law (the laptop is already in Puerto Rico, you see.)
How could anything so simple be so amazingly messed up and incompetent!!!!???? This is a computer company who doesn't even know how to manage their own database!!
Review about: Dell Laptop.