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Author Topic: Dell Customer Service Rant- What would be your next step?  (Read 714 times)
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Dante Rising
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« on: February 04, 2013, 10:55:23 PM »

So I purchased a new Dell system that was on sale recently, and it came with a cash back rewards gift card for $100, and a promotional gift card for $200. I received the $100 card, but not the $200 card.

I placed the order by phone, have a chat log where the CSR confirms that both promotions had been applied. I also have the saved HTML files from Dell's website, showing the promotion. (I was nervous about ordering over the phone). A week ago Dell reps told me that the promotion delivery window still had a few days before it was over, and that I should call back on Monday.

Today I called back because I didn't get the gift card. The new CSR states it doesn't show one for my order. I sent him the chat log and HTML files from Dell's site. He escalated the matter. Now here is the second twist. I told him that if I was not given the cards as promised, I wanted to return the system. He said that was not possible, as the return Window ended a day ago.

So, what would be your next step if they call me back and try to say that I won't get the card? I'm thinking of calling the BBB and closing my Dell Preferred credit card. THEN sending a letter to...er....someone higher up the food chain at Dell. I just don't know who. I'm trying to remain professional, but I'm relatively unhappy.

Again, this may be premature. But I thought the chat log confirming that I got the promotion, plus a snapshot of the website SHOWING the promotion, would have made this open-and-shut. Apparently not.

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KC
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« Reply #1 on: February 05, 2013, 01:50:36 AM »

Maybe write to consumerist.com and see if they will contact dell on your behalf?
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Zarkon
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« Reply #2 on: February 05, 2013, 02:20:38 AM »

1)  Ask for a supervisor
2)  Ask for Customer Relations.
3)  Email Michael Dell (Yes, I'm serious.  It's called an Executive Email Carpet Bomb)
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Dante Rising
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« Reply #3 on: February 06, 2013, 12:04:54 PM »

My CSR stated they would call me within 24 hrs with a resolution........nope. no callback.
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Biyobi
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« Reply #4 on: February 06, 2013, 11:12:05 PM »

Did they say 24 contiguous hours?
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Dante Rising
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« Reply #5 on: February 08, 2013, 11:41:06 AM »

Quote from: Biyobi on February 06, 2013, 11:12:05 PM

Did they say 24 contiguous hours?

They simply said "24 hours". Its absurd that something this trivial has taken so long. This started on Monday. As mentioned before, I sent the chat log AND the website screen capture. I've sent out two more e-mails, and a CSR tersely responded that they are in communication with the sales rep, the egift card department, and management. He hopes for a quick resolution.

The gift card is important, but how I am treated as a customer is even more important. When my friend's ipad was improperly engraved by Apple, their customer service department had a resolution in 1 day, and expedited a new ipad. With Dell I sent all kinds of information to make their decision easy, and I am now on day 5, checking a website that simply states "your case is under review". Perhaps this is a small glimpse into why one company is worth over 400 billion dollars, and the other was forced to go private.
« Last Edit: February 09, 2013, 02:34:42 PM by Dante Rising » Logged
Harpua3
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« Reply #6 on: April 03, 2013, 06:03:59 AM »

I've been there before with them. I was calm, patient, nice and the bitch hung up on me. I wanted to shit on her car. So, I have no GOOD advice!
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