Beware Dell Rewards

Question

I so hope that Dell has stepped up to help everyone when then have issues with rewards.  I unfortunately have only had a bad experience that I'd like to share with everyone. I own a small business that does IT consulting and service.  I really prefer Dell computers and servers because I they work, the systems are very reliable, and Dell's tech support is EXCELLENT!  If fact, over the 14 years that I've been in business I've pretty much purchased only Dell equipment. So at the end of September of 2020, I purchased 6 Dell XPS 15 laptops and 5 XPS 17 laptops from Dell.  All of the systems came with the 4 year next business day onsite extended warranty with accidental damage protection.  The order total was approximately $30,000 worth of systems.  At the last minute, the Dell sales rep I worked with applied the order to the wrong Dell account.  I knew this at the time of purchase and I questioned her about the rewards.  Melissa (my rep who doesn't seem to answer the phone any more or still work for Dell) said she would fix the rewards on the back end.  When you purchase Dell systems with the 4 year warranty and accidental damage protection, Dell 'says' the rewards will be 6% of the purchase.  It's now over 9 months and no one from Dell will talk to me.  I've got multiple emails to several customer service and account reps saying they will submit a case to the Dell Advantage Rewards team to try and fix this.  The other thing they say is that the rewards have expired.  I ask how the rewards could have expired IF they did not issue them to my account.  NO ANSWER. I am so frustrated and I feel like I should take my business elsewhere. When you may a purchase from Dell, make sure that all live sales reps have the purchase the correct Dell account.  You don't want loose mega rewards like I did!!! Dell, I would love for someone to contact me......  I've been waiting for over 9 months.....

speedstep · Answer

Send Private Message to moderator @rosiemari

MG-SCCS · Answer

Can you please mark this case NOT SOLVED. I've been speaking with Dell social media customer service and they reviewed the case. They have decided that they don't want to help because their sales rep put the sale on the wrong account. I asked if I could have access to the system so that I can replace the order on the correct account, which they declined. How is a customer supposed to fix a mistake from a sales rep who places the order wrong? DELL MAY NOT HELP YOU OR FIX REWARDS IF YOUR ORDER IS PLACED WRONG ON THEIR END. Be careful and don't be afraid to make the sales rep fix it before the order is in the system long.

Dell, this would be such an easy issue to fix if you could give the outstanding credit to my account. Why have you chosen to not take responsibility for your employees mistake?

MG-SCCS · Answer

I just called Dell to try and open yet ANOTHER ticket on this.  The Dell phone rep said that Dell does not have any domestic US based customer service reps for me to speak with.  I gave him my business email address (the one I use to log into Dell and make purchases with).  He said he could not find me in the system.  What the heck is going on?

speedstep · Answer

This is a user forum. Its not direct contact with Dell Sales or Support.

Your order may not automatically appear if you placed it by phone or as a Guest.
You can search for it on the Order support page.

https://www.dell.com/support/order-status/en-us/order-support?noredirect=true

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r72019 · Answer

@MG-SCCS @'Can you please mark this case NOT SOLVED.' You can do that, just click not the solution.

r72019 · Answer

Don't the rewards expire in 90 days.  Did you wait until after 90 days to open a case?  It's like a year later now.

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