I ordered an XPS 13-9370, from the Dell Outlet, on 12 May (2 days ago). 918.00. I went ahead and ordered, because they only showed 1 in stock. Supposed to be delivered tomorrow, 15 May. Today, I saw, that they, now have 9 in stock. I was looking at the Dell outlet coupons, and noticed, that also, today, they had a 13% off of laptops 499.99 and up. I called customer care and inquired, about them applying the 13%, to my order, especially, since I hadn't even received the item. After, being put on hold 4 times, I was told that I would have to return the laptop and then re-purchase, to get the discount. They offered me 5% off, but why would I take that, when they are advertising 13%? The person said, that was the best she could do. I asked to speak to a manager 3 times and was told, there were none, on duty. I know that's not true. I asked why, would Dell want to pay return shipping and then shipping back to me, plus the man hours to process, the return and then ship again. Got the same 5% answer. I have purchased about 3000.00 worth of items from Dell, since January and I couldn't believe, they were ready, to lose 900.00 plus, over 120.00 and have a unhappy customer. I know they can do it, because one of the laptops, I bought, had the same thing happen and the lady, gave me the percentage off, while I was on the phone, without telling me to return it. So, I told her I would be returning it some other items, also, that are still within the 30 day window. So, they are probably getting about 2000.00 worth of items, back. I am sure another company, would be happy with my money, have better customer service and give me a manager, when I asked. Sorry for the long post. Not really the about the money, just the principle. Can't have different standards, for different people, that man the phones. Just needed to rant, for a minute.
Thank you for your message. As per the records, I see that the coupon you have is not applicable to this purchase. However, as an exception, the customer service team offered you a 5% discount on the total order to which you did not agree & later they could manage only a 10% discount on the total order which you have declined.
Not all orders are eligible for a discount since this was an exception taken the tool allowed only for a maximum of 10% discount & is a limitation & not different standard. The care representative would have provided you a 13% discount if that was an option & we would have loved to retain you as a customer.
I see that there is a return request raised as you declined all options & wanted to return the system.
I understand what you are calling out. Please contact the customer service team to get the return canceled & check the rebate option.
Since I am liaison & from the post-sales team my options on this will be limited. Reach out to me if you need further assistance with your system, I will be glad to assist you.
Dell did give me the percentage off and credited, it to my account.
Assisted by a customer care rep, named Aslam Shaik, who constantly, kept me informed, of the status.
Good with Dell, again.
Glad to know that this has been resolved. I apologize for the inconvenience you had to go through & appreciate your patience on this.
Feel free to reach out to us if you need any assistance.