Beyond Frustrated. Why do I have to pay more for a replacement? (within return policy).

Ok so I have a thread here Original Thread

Quick back-story. Ordered a XPS 15 from dell outlet, during a 20% off promotion. Laptop received, but the lid had some damage (I did not order a scratch & dent). Figured, Dell would just send out a tech to replace the lid. But no they wanted to send a full replacement.

Never got notice of what they were shipping. But did find out late last night (by logging into my account) that instead of a XPS 15, they sent a 15z. And while what they sent had very good specs (i7 2640M, 8GB of ram, 750gb HD, 525 graphics card). The CPU is not quadcore (my XPS 15, is the 2630QM, Nvidia 540).

Regardless, I was at least going to check it out and see if I liked it (which I do). BUT this one is also damaged (see attached picture).

Phone Dell, and their solution is just to return both laptops and I can place a new order. Well my problem, is that there are no 20% off coupons. When I express my concern, the customer service rep offered no resolution. I asked to speak with a manager, the customer service rep doesn't allow it. Just keeps saying (there is nothing the manager can do, that I can't). Then transfers me to "outlet sales", as they may be able to give me a discount. Well he failed to tell me outlet sales is closed!

So I am not sure what to freaking do. I have ordered many laptops from dell and dell outlet. (Just purchased 14 dell laptops for my business). Anytime someone asks me what laptops company do I suggest, I always say Dell. As I have never had a real problem until now.

Any suggestions or insight?

 

I don't know if this would help but I found a coupon on Dell (not for outlet though) for $100 off XPS:

COUPON CODE: 932N$0ZCCHWZB9 $100 Off Dell XPS 15 & XPS 17 Laptops - Expires 12/30

I would definitely send them back that is some big ding on the replacement laptop, I would also ask them for another coupon for the outlet and mention what a good customer you've been over the years, so you really don't want take your business elsewhere. I wish you luck in this Tusin, hope it works out well for you. I'll keep my fingers crossed.

 

Explain the situation to Dell customer service and they should offer to refund you the 20% coupon after your replacement order ships.
Thats what they offered me when my order that I used a coupon to purchase
was cancelled.
My problem is the replacement order was also cancelled and now Dell outlet has nothing close at the original price point.
Good luck.

 

Not sure if you're still following this thread but I had a very similar experience. Write an email to [email protected] and you will hear from someone who can remedy the situation. I bought a Latitude E5520 that didn't include the backlit keyboard with a 25% code. Was told to return the item and they would honor the same discount on the replacement order. To my surprise, there were no notes in the case file indicating such promise. Regardless it's just plain stupid customer service to insist even though they screwed up on the order, I would have to just pay more for the replacement.

It turned out better for me since I was able to apply the discount on a E6420 which wasn't included in the promotion. I ended up with slightly smaller but a higher resolution screen, bigger hard drive, more RAM, backlit keyboard, and 3-year warranty instead of 1. You need to be persistent in your demand. Hope all will turn out well for you.

 

wow, I don't understand why they can't send you an exact replacement? I guess your laptop was on a limited time deal and they just don't offer those specs at that price point anymore. Normally, Dell is very good with customer service. I'm just about to buy a Dell. I hope I don't have these issues.