Disappointment with Dell Customer Care. Need Help.

On Feb. 11, I called to order a Dell laptop and accessories. A Dell representative placed my order. Dell's order systems split my single order into two separate orders, i.e., a first order and a second order. The first order corresponded to items in stock (i.e., the accessories). The second order corresponded to items with a lead time (i.e., the laptop)

I used my Dell Preferred Account to pay for this purchase. Dell Preferred Accounts entitle customers to receive 10% of the purchase price back in the form of a promotional code (i.e., Dell Rewards). Per Dell's guidelines, these promotional codes should be received within 10-20 days of an order being shipped.

I received a promotional code for the first order, but I have yet to receive a promotional code for the second order.

I have called Dell Customer three times. Each time they keep re-sending the promotional code that I already have. It is absolutely aggravating to call in, explain the situation, be told to wait 4-5 days, and then have an already-received promotional code sent to me.

So I sent an e-mail that summarized very clearly what the issue was. I referenced the Customer Care service number that I received when I called. In response, I get an e-mail stating that I will be called within 24 hours. Never happened. To date, it's been over 10 days.

Last week, I called back and wasted more of my time to re-explain everything. I was assured that my problem would be escalated. The rep said I would definitely get a promotional card for the second order. The issue would be resolved within 4-5 days. It's been over 7 days since that call. No communication from Dell whatsoever.

Okay, Dell . . .

How is this type of customer service even remotely acceptable? And what is going on with your promotional code systems?

I need to get this resolved ASAP. There are other urgent purchases I now need to make. Please help.

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