Dell EPP Program, I give it 1 out of 5 stars.

I posted this in another thread, but I figured I'd bring it over here so people would know that they might be in for a battle if they decide to purchase a Dell.

Friday 10/9/09 We priced out our orders and made an order. Something happened with my DPA and the following series happened:
1) My order was cancelled.
2) My DPA was put on hold pending validation.
3) I spent 3 hours *that night* trying to figure out what was going on and nobody would tell me until I finally got a hold of some one telling me that this all occurred because my initial rep put in "Avenue" instead of "Street" on my DPA setup. The rep I'm on the phone with that finally spills those beans tells me that she can't help me recreate the order because she isn't EPP, and EPP is closed.

10/10/09, I call back in. I spend an hour on the phone with a dell rep only to find out that he isn't EPP (this is after I told him i was EPP, and he took my EPP member number) He transferred me and the new agent took the quotes from my customer name, and he's actually the one that helped me rebuild them into what became my order that i posted a few pages back. But guess what? He isn't EPP!!!! He at least bothers to tell me that EPP is closed on weekends. At this point having spent almost 7 hours on the phone I sent a complaint giving details and names about all the hassle i'd gone through to our EPP account rep. He passed me on to a great guy on Monday who got me squared away the next day (Tuesday, 10/13).

or so i thought, since now my account is canceled with the message "This order has been canceled because the associated lease financing was declined." I've used DPA before, but it had closed from inactivity. I have a near-800 credit score so it cant be something having to do with me, especially since everything was set and done right?

Anyways I catch this at about 3pm PST today. EPP closes at 7pm CST and my rep leaves at 5 CST so I'm like "Cool my rep might be gone but some one is there to help me." I call in and end up talking to some one in resolutions and he tells me "Oh i got your rep on our messaging service. He is going to call you as soon as he is off his current call."

Well, its 7:30pm in Texas or wherever they're located. They're closed and I never got called. As good as my rep was on the phone, I'm pretty sure i got straight up lied to by that "resolutions expert".

I went from a 11/1 Est delivery to a 11/27 because of their screw-ups, and NOW I'm sure it'll be clear into December.

Starting to wonder if all this is worth it. If its this hard to get them to take my money, I can't imagine how much hassle it will take if I need to make a warranty claim...

 

Strange. I have nothing but positive so far about EPP. Granted, I purchase my laptop through AAFES where they handle everything, vice a EPP division of Dell. They even went as far to set me up so that my purchase order can be tracked through my normal Dell account. Granted, its taken a few days to get the order passed from AAFES database to Dell's, but my M15X is in production and ESD is 09Nov.

Hopefully every thing works out for you.

 

I work in a call center so I know it can be hectic with supervisors monitoring how long your calls take and what not, but other then the last rep I ordered from who seemed great, I've spoke with 14 DIFFERENT reps.

How they can POSSIBLY keep their jobs while being so non-helpful, and borderline USELESS and sometimes even RUDE is beyond me.

 

That I can agree with. Dell's substructure is dizzying at best. TOO many departments that none of them know what the other is doing. Did you speak with an overseas employee or stateside? I think most EPP orders are handled stateside.

 

I ordered this afternoon with EPP, nothing but a positive experience and EDD of 11-11

 

Well my experience with Carter (Last rep that set the order up and had it confirmed and everything) was awesome. It seems that another dept (Dell financial?) screwed it up for him.

Best of luck to you I hope you dont need it.