1530 "Promotional Items"

So...yes, this is about the CD case, sleeve, earbuds and cleaning cloth!

For those of you who didn't receive them (like me) and called dell to complain and got a gift card, what exactly did you say to them? I've been calling and calling and all I get is the "let me forward you to ... department" Quite annoying. I don't really care if I get a card or not, just the accessories would be fine. Oh and what department did you call?

 

im also interested in this..someone with a tip to get them to send u it i would be grateful also..i didnt get the mirco cloth or earbud..

 

i called sales first to confirm that they still have the promotion

then i called customer service and complained... didnt work

then i used the email form on dell's website-> support.... someone got back within 2 days

 

I emailed the Rep I'd been talking to before my order arrived and she sent me the Earbuds and a Targus Slip case through next day air. She said they don't have anymore cloths or cd cases so she credited my account with $25.

 

so email is the way to go eh lmao

 

i emailed my rep after my order was delayed twice and in a very unhappy manner (which i've gathered, works much better with customer service reps... squeaky wheel gets the grease) told them i wanted the accessories and they replied that
"3) I will also send you the XPS acessories if you do not receive it with the replacement order. The acessories usually ships out with the system."

 

I just called the main number on the Dell front page on the top and first complained that I felt like I was just being blown off by my original salesman via email so I was calling to talk to someone else and first talked to her about my order taking so long because my he had told me it would ship in 5 days even though the website was quoting almost a month so she gave me free overnight shipping and supposedly sent a request to expedite my order. When she asked me if there was anything else I said I had heard that some people weren't getting the accessories lately that originally came with the XPS's and listed all of them to her but that he had said I would be getting all of them and asked her if she could see them on my order. After she looked at my order she put me on hold and came back offering me some $80 laptop case with wheels on it. I then asked her if I could have a gift card instead and she offered me a $75 one and I took it even though I know some people have gotten as much as $100. I am sure they put notes into your account so when you get unlucky and get someone that tells you no the first time I bet it is harder to get what you want after that. I did not even have to push with the lady I got and she sounded like she was Indian.

 

Yeah, I've been getting the run around lately and it's making me pretty much hate Dell...I have 3 XPS systems (2 desktops 1 laptop) and you'd think you'd get better service after dropping grands for their products. They're lucky I live in Hawaii and it's cheaper buying one and paying shipping for one item than buying all my parts separately. Blah.

 

has anyone here that received their laptop AFTER 8/18/08 able to get the promotional items or some time of gift card or collateral for complaining to them...i've called twice already and still no luck...

i need help on how to handle this...or if someone wants to call them for me please

 

It would be lovely to get the extension or email address of a rep that has helped somebody else get the accessories or a compensation card/credit.

 

I got my M1530 from dell outlet but it came without the sleeve case, dust cloth. (I got the earbuds but I lied to them that I didnt get it with my laptop)
I called dell 3 times and received many different answers:

1)the promotion is no longer available since March ( i knew that's not true cuz mah brother placed an order of the m1530 in July and he got everything came with his laptop) I even explained my brother's situation but the rep said he doesnt know and he can't do anything about it. I even asked for a gift card but it was hopeless.

2)the rep said he didnt see any sleeve case or earbuds (even I got it with my laptop) or any cloth that listed in my invoice.

3)the lady said my laptop is a refurbished system, that's why it didnt come with those accessories.

So, which answer i should listen?
and are your accessories listed in ur invoice?(2)
Is it true that the promotion was ended since march or the accessories dont come with refurbished laptop? (1) & (3)

 

man the rep is bs'ing you, i had some moron tell me it wasnt on the invoice even though i clearly stated about 4 times that IT CAME "STANDARD" WITH THE LAPTOP. but somehow he couldnt conceive that concept in his mind. The correct answer is 1. I talked to a real rep and the sales manager and they said that there are about 8 different deals for xps systems and different builds, the way i ordered mine is most likely the reason why i didnt receive the accessories and possbly is the same reason for you.

 

My invoice doesn't come with any extra freebies.Has anyone who ordered in August received the sleeve and ear buds ?

 

Nope, ordered mine aug 12, didnt receive anything.

 

a) invoice at most lists the travel remote.... nothing about the earbuds, sleeve, cleaning cloth, CD case

b) refurbs are YMMV.... its harder to wrangle stuff out of Dell Outlet laptops, but u can try.. lower chances of success though

c) keep trying... call, or send email to Dell(their online email form on their site)

 

ikept calling, i got tossed around and forwarded like crazy lOl. "lets play hot-potato with this customer"

 

I guess I'll give up on calling cuz i got passing around for hrs and my problem will take forever...
besides that I'll get the XPS sleeve case from Ebay for ~$4 + shipping cuz I got my laptop for a pretty cheap price. LOL

 

I feel bad to do this because she was so nice to me and took care of me so good but here is who took care of me. I hope she doesn't get bombarded now. Maybe you can ask her nicely and see what she can do.

Contact Info removed by Mod. Do not post that kind of info without direct permission from the rep.

 

Well I received it on 8/18 if that counts, I only got the Media remote and as I said before I emailed a rep and got the slip case and earbuds (arrived 2 days ago) and $25 credit on my credit card.

 

Well I received it on 8/18 if that counts, I only got the Media remote and as I said before I emailed a rep and got the slip case and earbuds (arrived 2 days ago) and $25 credit on my credit card.

 

Well I received it on 8/18 if that counts, I only got the Media remote and as I said before I emailed a rep and got the slip case and earbuds (arrived 2 days ago) and $25 credit on my credit card.

 

sorry, post wasn't going thu. Ignore this

 

will they know if we are calling them directly? won't the CSR be like "wow how does this guy know my number"
also can we call on saturdays?

 

i feel horrible calling her directly, i don't want to be one the XXXXXX amount of people calling her after reading that post I'm sure she can't help every one in the same way in fear of losing her job! i just sent a not so nice email to the dell's email system the other day, maybe that'll do the trick. If not, I give up!

 

Yeah I had actually decided it would be better to do this via PM but my post had already been quoted. Hopefully she won't get hit too bad.

 

I called them. The first rep I got to gave me the $50 real quick.

I had to really convince him though by saying I had many "friends" that got XPS's and got all these freebies, and I had to tell him that these "friends" ordered their XPS systems just a few days before me. After about 4 minutes he said I can't get you these things because they don't have specific part numbers but he can get me $50.

I heard this one guy got $100, which is really nice.

 

not sure if it affects anything, but i have noticed that dell is now selling the creative ear buds as an additional accessory.

 

i emailed them on Friday but they haven't repsonded...i know it takes like one business day or watever...
should i call them instead though? if so which number XPS or General customer service line

 

try the xps customer service. the xps-line has their own department.

 

ah well they finally e-mailed me back. this is what they said.

"Thank you for contacting Dell.

I understand from your email that you have not received Cleaning Cloth, an XPS Slip Case and Creative Ear Buds. I apologize for the inconvenience caused to you. I will assist you with the required information.

Please be advised that the promotional offer was expired when you have placed this order and hence, you have not received the items mentioned by you.

As you a Valued Customer, I have taken approval from my Manager and processed new orders to ship Cleaning Cloth, an Black CD Wallet - 32 Disc Capacity and Creative Ear Buds.

I would like to inform you that XPS Slip Case is currently not available and I have arranged a new order for Black CD Wallet - 32 Disc Capacity.

I have arranged an order for Creative Ear Buds under the reference number xxxxxxxxxx."

In my e-mail, i claimed that the CLeaning Cloth, XPS Slip Case, and Creative Earphones were missing and i forgot to say the CD Case. Now he is trying to replace the Slip case that they do not have in stock with the CD Cases.... i e-mailed just right now saying that it was the XPS slip case i wanted the most and we'll see what he says

In case you were wondering i e-mailed support under Issue Category = Pricing/Promotion Question and left a 4 sentence e-mail saying i was expecting to find these items when opening the box because a lot of reviews said they come standard and i had "heard" from my friends that they received these items without ordering them. It was very friendly, nothing mean.

 

Hey everyone, i talked to a rep who wouldn't award me anything, he said to email or call someone on the sales dept or smthg.
Who did y'all have most success contacting?
Please let me know asap cuz i already ordered and i KNOW i wont be getting the sleeve or the wipe...

 

did u read my post? it was the one before your's

 

(So we are write in assuming that they put notes on your account when you call Dell...)



that's false...the person I spoke to COMPLETELY did NOT understand what I
was saying and decided to just forward me instead of TRYING to understand.
It was early in the morning and I didn't feel like arguing me so I just let
her transfer me and ended getting disconnected/hung up on. So I have NO
idea what she wrote down. The items I were trying to tell her that I did
receive were for OLDER XPS SYSTEMS that I have bought from dell, and the
items were a CD case for each that's it. I was trying to tell her about the
accessories that I was missing from my LAPTOP not my DESKTOP.
----- Original Message -----
From: "US_CAG_Customer_Care" <[email protected]>
To:
Sent: Monday, August 25, 2008 3:17 AM
Subject: Re: Dell Support Request: Missing/Wrong/Damage Question



> Dear XX XX,
>
> Thank you for contacting Dell Online Customer Care.
>
> I reviewed the details of your account and see that according to your
> conversation with one of our representative over the phone, you have
> receive the accessories and you have not been charged for it.
>
> Sincerely,
>
[personal info edited out by moderator- please do not post personal info]
> Dell Online Customer Care
> http://support.dell.com
>
> When corresponding with Dell, please include your order or customer
> reference number.
> Original Message Follows:
> ------------------------
> * * * PLEASE DO NOT CHANGE THE SUBJECT WHEN REPLYING * * *
> *** This is a feedback Message from the Dell Online Communications Center.
> ***
> ******************************************************************
>
> Customer Information:
> ***********************************************
> Requesting Organization(Empty for DHS) =

> Issue Category = Missing/Wrong/Damage Question
> Year Of Birth = NA

> Problem Description:
>
> I am pretty upset with Dell's phone line customer service for giving me
> the run around on a question I am trying to address. I received my XPS
> M1530 laptop expecting to see not only what I had ordered, but the
> accessory items that are supposed to be shipped with these laptops. These
> items are a: laptop sleeve, earbuds, cleaning cloth and XPS CD case. I
> know quite a few others who have ordered the same exact laptop with the
> same specifications and HAVE received these items, however, I am the only
> one who hasn't. No thanks to the phone line operators who gave me no
> specific answers, hung up on me, or gave me the &quot;let me forward
> you&quot; over and over. You'd think after owning 3 of Dell's XPS lines,
> you'd get some better treatment. I've had no problems in the past with
> Dell's support system, so maybe I was just unlucky today.

 

I have been dealing with someone about this issue forever now with no resolution. I got the laptop case, but no other accessories. They sent me another case and a cheap cd case, but not the leather cd case and cleaning cloth I am missing. This is more than a little bit frustrating. It shouldnot be this difficult to figure something like this out.

 

the guy that is helping me through e-mail is really helpful...he even called to make sure i got the earbuds and offered to send another in if i didn't get it....i could have said i didn't get them because technically the shipping address on the DHL site was wrong...but i was honest and told them i got them...we are waiting on the XPS slip case apparantly they dont make them anymore or something im going to ask for a substitute case or a giftcard...if not ill be fine without hte case..i dont really need it

 

i got a 1330, ordered 8th got it on the 19th...came with cd case and nothing else...called to complain about system performance, although admittedly it really was not bad, just upset about the tv card they sold me that did not work in my area(returned that for 100$ (107 after tax), and they gave me 120$ credit(128.40 after tax), i also told them i did not receive the cloth, ear phones and the sleeve, they are sending that, still have not received, but the rep said it was coming. it was my first call and i was nice about it, since i have called to complain about other issues and they have been increasingly nasty and forwarded me around in circles(guess they really do mark up your account). but no complaints here, they took care of me more than i thought they would have.

 

hey i gotta question ^^^ did they give u a part number for the sleeve?>

 

For future reference, please do not post personal information of the representatives - names, IDs, email addresses, and so on. Thanks.

 

I got this this morning:

Dear gdu:

Thank you for your reply.

I apologize for the inconvenience caused due the delay response.

I was working with your issue I have escalated the issue to the concern department who have informed that it is not longer shipping nor available for these systems.

Unfortunately we would not be able to ship you the XPS cd case with cleaning cloths.

I hope you understand why I am unable to help you in this regard.

Please email me for any additional support and I would be happy to assist you further.

Thank you for giving me the opportunity to assist you. Your case number for this interaction is XXXXXXXXX. Please keep this number for your records; it will help us keep track of this issue so we can better assist you if you have any further questions or concerns about your issue.

Thank you for choosing Dell.

Respectfully,

 

I do have an extra dell xps laptop case though that I will trade for the cd case and wipes or sell for $12 shipped. It is brand new, still in the plastic.

 

!!!!! ill trade u my cd case and wipes i haven't opened it yet! just got them today...apparantly they have no more xps cases and i need to find a part number to give to him...

i dont know why they cant give u guys accessories when i just emailed them and they are sending me mine lol

 

done.

PM sent

edit: nevermind, he backed out. If anyone else is interested, PM me.

 

I got a bad rep via e-mail, if I go through the customer support address again I'll get a different rep, right?

 

I just placed an order monday and decided to ask the rep about these items and he assured me that mine would ship with these items but I guess only time will tell as my ship date isn't til sept.11th. I'll be sure to let you's know.

 

Hmm...the reps keep telling me the items aren't under my order number...which is true. Any ideas on how to get around that?

 

nope, I wish. Mine finally told me they quit sending 'em with new orders and didn't have any for old ones. Not sure if she is just trying to get rid of me or what, but it seems to make sens based on what others are reporting.