Another missing laptop by Dells Alienware Trade-in Program

The website states, "you’ll receive cash via bank transfer for your system’s value within 40 days.". That is business days, not weekends. So it should not be until 1/9/14.

UPDATE -  It is supposed to be 30 calendar (not 40 and not business) days. The site will be corrected.

Dell you really need to get your act together. This is pretty bad on your part. Does anyone in your company know what is going on?

Dear Mr. ,
Thank you for participating in the Alienware TradeUp Program. Your return process has now been completed. The quote you agreed will be transferred to your bank account within the next 30 days. For further enquiries please contact Customer Service: alienware@trade-in-platform.com, and provide us your name and quote number.
Sincerely,
Your Alienware Trade Up Support Team

Oh and I have contacted alienware@trade-in-platform.com over 5 times with no answer. That is pretty sad on your part also. Does anyone even get those emails?

Still no answer from Dell on this and not a single person can let me know who I can contact about this issue. They give out emails address that no one answers your questions. Email says 30 website says 40. Who am I to believe?  Who can I make a complaint about this issue. This is a very serious issue to have 10 day difference between the website and the email. Dell needs to be held accountable for their mistakes. If it is 40 business days maybe you all should put that on the website as 40 business days and just not 40 days. So who am I to contact that Dell has stolen my laptop when the 9th comes and I still don't have the money promised to me?

UPDATE -  It is supposed to be 30 calendar (not 40 and not business) days. The site will be corrected.
DELL-Chris M

Xabiss

You can contact Dell using this form  and this other form.

They will respond to you about your laptop.

Z...............

I was about to do the trade-up but will hold on to that thought for now after reading OP's issue.

The FAQ is wrong.

So it should be corrected. Any web developer could fix that in about 3 seconds. It is truly sad how poorly this entire program is being run. ELLD, thanks for pointing that out on the FAQ, it will help me build my case and I will let you know if I ever get paid on this deal. You also notice nowhere on the site does it say business days. It says word for word 30 days after we receive your equipment. I can't wait for the 9th to come and no money, because I am sure the next excuse will be. Oh wait you can't count the holidays because that is not a business day either. There is absolutely no reason it should take this long to get your money.

.  Xabiss did the due diligence of contacting Dell through multiple channels but to no avail. Without knowing what is causing the delay, I am skeptical of sending my own machine in.

Although I don't remember reading many other problems like this,  I imagine it  can  happen.

ELLD, That probably is your smartest move if you are so unsure if it will be handled incorrectly, please, DON'T SEND IT.

What you have on the Dell site is a simple error, let's not call out the calvary out on this one.

Someone just made an error, but Chris is correct, it is 40 days.

I imagine if I looked hard enough for other errors I could find them, so they get fixed.

There are errors on all webpages on all websites...trust me.

There's also a lot of passive/aggressive language going on in  this thread.

Z...........................

Xabiss, you're welcome. Please do post your reply with your progress.

On another note, I am sure some people have gotten their payment without any issues, but what's alarming is that OP is not receiving the customer service that OP deserves.  Xabiss did the due diligence of contacting Dell through multiple channels but to no avail. Without knowing what is causing the delay, I am skeptical of sending my own machine in.

I am sorry about the passive aggressive tone in my voice but I have emailed alienware@trade-in-platform.com over 5 different times, chatted with Alienware using the chat program, and I have called I don't know how many times and all I ever got was the run around. When I called all I got was what trade-in program are you talking about. I would explain it to them and they would kick me to some one new asking the same questions. Not one time did I ever get any answers to ANY of  my questions.

The email/faq says 30 days and the website says 40 day. It doesn't even state business days or not it. How it is worded in the email, faq, and wesbite is it will be 30/40 days after you get your approval letter. Most people are going to take that as what it says. So of course I have a harsh tone. I believe most people would in my situation.

makes sense.

Xabiss

I understand what you are saying.   Usually you can ''assume" that it is business days when dealing with a business.

As far as the harsh tone, sure, I can understand how frustrating this can get, I've been there and done it too.  Yes, it can drive you nuts, constantly explaining the same problem to each new rep  you're transferred to.

But, sometimes to get what you want you need to bite your tongue, (as hard as it can be at times), letting it run off your back.  I've said what's on my mind to phone CS reps  only to find myself talking to myself and the recording, "if you'd like to make a call, hang up and redial the number".  I'm just  trying to spare you extra aggravation.

Z..................................

Okay it is now 1/10/14 and the money is still not in my account. No big surprise. What is a phone number that I can call and talk to someone who knows anything about this program. This is getting ridiculous!

Could I please get some help on this matter. I need someone to contact about this issue ASAP.