Before you buy from Dell read how they treated me

Beware of Dell's customer service. I was lied to by customer service regarding a price adjustment on my recently purchase inspiron xps gen 2.

I received my laptop on 3/28/05, I received an e-mail offer for 33% off a new dell via EPP. It applied to the xps gen 2. It would save me over $700.00. The offer came two weeks after my lap top was delivered. I called customer service and spoke to a customer service supervisor who told me I did not need to return my laptop and reorder a new laptop to get the discount. He stated he entered the information about honoring the valid discount into the system. He called me the next day and stated he was processing the price adjustment and would e-mail me confirmation.
I didn't hear back from him, I called him and sent him e-mails, which have gone unanswered. I called customer service and spoke to another agent who stated there was no record of any conversation regarding a price adjustment in the dell customer service records and there was now nothing that could be done because I am now out past the 3 week limit post delivery.
HE LIED TO PREVENT ME FROM RETURNING AND REORDERING TO GET THE DISCOUNT!!!!
My mistake, I trusted DELL. Don't make the same mistake I did. I Knew I should have ordered the system and applied the coupon, get a return authorization and then see if customer service would do a price adjustment. If they would then i could cancel the new order and return. But I trusted them.
DON'T TRUST THEM UNLESS YOU GET SOMETHING IN WRITING......

As well they opened a Dell Preferred credit account with out my approval, you can read my post about it at resellerratings.com
http://www.resellerratings.com/sell...?seller_id=1867

I've filed a complaint with the Federal Trade Comission regarding credit card fraud about this and with the Better Business Bureau as well as placing the credit card charges in dispute with my credit card company.
Too bad, I really liked my laptop, now it makes me sick when I see it, reminding me how DELL screwed me.

 

Most companies will not honor a coupon a couple weeks after you bought it. The coupons are for purchases made between 2 dates.

 

This is something that everyone should know when they deal with customer service:

Make sure you get a ticket number, an order number, a confirmation number, or SOME sort of method of verification when dealing with cust serv. Everytime I deal with Dell's customer serv that requires some sort of adjustment or change to my system, I always asked for a ticket number so that I know that they have a record, and that I have a record of the conversation. 99% of the times the service rep will give you a ticket # or a confirmation # -- they are required to do so.

Sorry about your sucky experience. [ ] But how long did you wait? Your timeline says you got the computer on the 28th, and contacted them immediately? Or waited for another 2 weeks or whatever?

Personally, when I deal w/ cust serv. I also ask for the rep's name and extension. It's sad, but one has to take these steps to protect oneself...

cheers,

yass

 

I received the coupon (emailed to me by Dell) 2 weeks after my laptop shipped. I asked to either get a price adjustment or to return the laptop for credit. Then I would reorder a new laptop applying the coupon discount. I was told I did not need to return the laptop, that the customer service supervisor I was speaking to, told me he would process the price adjustment and i would be sent a check. He stated he would e-mail me the confirmation number. He never did. When I checked into it, the 21 day post shipping limit was up, and i was told that there was nothing customer service could do because the customer service supervisor I had delt with hadn't documented any of our conversations in the "system". The supervisor refuses to return my e-mails or phone mails.

 

Yea that's not right, they should already have a confirmation number for you as you were speaking on the phone -- the email is for record keeping. Everytime I contact them, they would always tell me what the confirmation # was, and said that it will also be emailed to me.

cheers,

yass

<blockquote id='quote'> quote:<hr height='1' noshade id='quote'>Originally posted by jwardell

 

<blockquote id='quote'> quote:<hr height='1' noshade id='quote'>Originally posted by jwardell

 

Yes, The sales rep did ask for my ss# which he said was necessary to bill me for the purchase. He _never_ said he was opening a Dell credit account, he said I would be sent a bill for the computer that I could payoff using my personal visa credit card or by check. I was never given any information regarding a Dell preferred credit account nor did I ever give permission verbally to open a credit account.

 

<blockquote id='quote'> quote:<hr height='1' noshade id='quote'>Originally posted by jwardell

 

<blockquote id='quote'> quote:<hr height='1' noshade id='quote'>Originally posted by jwardell

 

This is a pretty common scam when the company in question pays the sales reps a spiff for opening a credit account. I'd bet money that the rep gets a couple bucks for each credit app they take, so it's free money for them if they can get your name on an application, even if you didn't ask for one.

I worked at a retail store while I was in school, one that had it's own in house credit card. We got $1 for every credit app we could get customers to complete, reguardless of whether they were approved or not. One lady working in the dept next to mine got busted for taking the information off of people's checks and using it to fill out credit card applications. She had been doing this for month's before she was caught, and had been held up by the management as an example to the rest of us. Sort of "if so and so can get 15 a day, you should be able to also".

 

I'll say I had a similar expereince but Dell was pretty good to me. I ordered an I6000 through EPP - it was in the process of being shipped when I realized that if I went through their regular website and used the $700 coupon, it would have been cheaper. My original salesman said for me to return the laptop and order a new one. I thought that sounded silly since I'm ordering the same thing but just using a different coupon, which he agreed and gave me to the Returns department. They were really helpful, just changed the order, and credited me the difference, end of story. I think you just had a bad apple, sorry bro.

 

Guys,
Yes! Dell does get credit for the Dell Preferred accounts. But we still have to question if we are asked for our SS# or anything else. We make mistakes and learn! Dell still is notorious for doing this mainly with people having a communication issue. So the OK was actually given but it can be fixed!

With the ordering process of placing one order and canceling before It's shipped for a better offer there typically never is a problem ! Rarely! The few that do have the credit issues aren't many considering how many orders are placed by Dell overall!

Jwardell,
It should turn out OK! Please realize that I was in no way sticking up for Dell or putting you down by doing something we all need to be aware of.

Let us know what happens and don't disappear,
Heart [ ]

Karma,It'll Get You!

 

Guys consider me a total Dell ignorant. But what does the Dell Credit Account entail on the account holder?
Is there a yearly charge?
Do they automatically charge your laptop to that account? But you gave your Visa/MasterCard... info, NO?

Are there any benifits to this credit account, other than you can buy a laptop on credit? I mean do you get extra services becuase you're a Dell Credit Account holder?

Thanx

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N6010: P4M 3.2G, 512MB Dual 333MHz, 60GB 7200RPM, ATI 9700M, 17" WXGA+
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I have my own almost-horror-story very similar to this...All amounts to follow are in Australian dollars..

I ordered a 2.0Ghz i9300 with the works on the day it was released here in Australia on the 25th February for $4900.

However on the 14th March, 1 week after I took delivery of the system, Dell had a 3 day only 33% off sale which meant that the system I purchased was marked down to $3200, almost $1800 off!

A few hundred dollars would be expected, but $1800 was too much! So I rang them up first and asked for some money back.

Of course they said no, so I unfortunately had to resort to making my intentions to excercise the "total satisfaction policy" and return it known. They still said no, so I actioned the return procedure even though that was going to cost me a $174 cancellation fee.

So on the last day of the sale, I re-ordered a new one for $3500 (and got the faster 2.13Ghz CPU while I was at it).

The next day they came back and asked me of I would take a USB key to keep it. "How about a 256Mb USB key?" = "HOW ABOUT NO"!!!

The day after that, they came back with an offer of $1500 cash back to keep it. I considered it, realised that it was too late to cancel my new order without the $174 cancellation cost, so I took the $1500, and sold it on ebay for $3460. i.e. I broke even.

Bottom line - use the total satisfaction policy for these events.

p.s. For the ebay listing see http://cgi.ebay.com.au/ws/eBayISAPI.dll?ViewItem&category=3713&item=6756438213

533Mhz FSB Pentium M 2.13Ghz Inspiron 9300
256Mb Nvidia Gforce 6800 GO
1920x1200 Ultrasharp Truelife WUXGA 17" TFT LCD
1 Gb RAM
100Gb Fujitsu HDD

 

<blockquote id='quote'> quote:<hr height='1' noshade id='quote'>Originally posted by Chips

 

<blockquote id='quote'> quote:<hr height='1' noshade id='quote'>Originally posted by qwester

 

<blockquote id='quote'> quote:<hr height='1' noshade id='quote'>Originally posted by jwardell

 

<blockquote id='quote'> quote:<hr height='1' noshade id='quote'>Originally posted by heartofgold

Qwester does this answer all your questions ?

<hr height='1' noshade id='quote'></font id='quote'></blockquote id='quote'>

Yup that sure does answer my questions.

Thanx heartofgold.

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N6010: P4M 3.2G, 512MB Dual 333MHz, 60GB 7200RPM, ATI 9700M, 17" WXGA+
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<blockquote id='quote'> quote:<hr height='1' noshade id='quote'>Originally posted by qwester

 

<blockquote id='quote'> quote:<hr height='1' noshade id='quote'>Originally posted by jherber

 

<blockquote id='quote'> quote:<hr height='1' noshade id='quote'>Originally posted by heartofgold

 

<blockquote id='quote'> quote:<hr height='1' noshade id='quote'>Originally posted by qwester

 

heartofgold,
I don't know where you get your information about what constitutes "permission" to open a credit account. Giving one's ss# may give them the _ability_ to open an account in your name, but it is not the same as "permission" to do so.

 

<blockquote id='quote'> quote:<hr height='1' noshade id='quote'>Originally posted by jwardell

 

<blockquote id='quote'> quote:<hr height='1' noshade id='quote'>Originally posted by jwardell

 

You just don't get it do you?
I posted this as a warning to others, so they don't make a mistake dealing with Dell.
Not everyone has special customer service reps placed high up in Dell as you do.
By the way, how did it work out with your Dell 9300 that you had all the problems with, did you figure out how to use it or did you get a replacement as so many posters suggested?

 

<blockquote id='quote'> quote:<hr height='1' noshade id='quote'>Originally posted by jwardell

 

<blockquote id='quote'> quote:<hr height='1' noshade id='quote'>Originally posted by heartofgold

 

<blockquote id='quote'> quote:<hr height='1' noshade id='quote'>Originally posted by jherber

 

heartofgold:

from my perspective, i offered someone else a helpful posting and you are the one who inadvertantly stepped on my feet. instead of apologizing for your blunder, you chose to engage in further name calling. a real example of civility and manners.

"brevity is the soul of wit" - shakespeare

 

jherber:
Thanks for your reply. I've kept at it and my Dell credit card account has been credited for the full amount, closed and the purchase placed on my visa card. I contacted the original csr supervisor who has put through a request for my price adjustment. He was going to credit the original credit card but since that was a Dell account and it has been closed they are going to send me a check. I've received a confirmation number for the transaction. Now it just remains to be seen if I receive the check. As far as the other posters on this thread, look at some of her other posts and I think you'll see its best to just drop it.

 

seems to me this topic can be brought to a close now that jwardell has been helped out and we hope the check is in the mail. to prevent any more ranting, i'm going to lock it. jwardell can email me if that's not the case.

btw, jherber is a nice guy, i know him personally and if it's perceived that he was being mean i think it could only be a false perception [ ]

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