Failed Visa Promo Prepaid Card fiasco with no end in sight

Timeline Part 2:

1 Aug 19. Received email stating:

Good Day,

Reference Claim ID - xxxxx

Thank you for participating in the Dell Promotion.

We can confirm that an email was sent from Berkeley which would have a link to redeem the Digital Visa Promotional Card .

Can you please check the junk and spam folder and let us know if you have not received the email.Thank you for your patience in this matter and please do get in contact if you require further assistance.

1 Aug 19. Sent email:

1. I have no such email
2. I have checked my junk folder.
3. Please either send it again or credit $150 back to my credit card.
4. I would like an exact date this email was sent.  If you cannot provide that then I do not believe it was ever sent

2 Aug 19. No reply. Sent another email:

Look, this ridiculous.  The email us not in my junk folder.  I have never received the email.  Period.  I have spent much time and energy trying to solve this.  Please just resend the email or refund my credit card $150.  Enough is enough.  Just do it please.  Also, I want a direct email of someone I can talk to so I don't have a 2 day wait between each email.

This is very simple.  You owe me money. Please pay me.  Your visa promotion is a disaster.  Next time just take the money off the purchase price.

2 Aug 19. Received email stating:

Good day,

thank you for your email.

Claim ID xxxxx

We can confirm we have raised your claim to investigate further.

Please be assured that as soon as we have an update you will be emailed.

Should you have any more queries please do not hesitate to contact us 

3 Aug 19. Sent email:

I cannot for one minute understand how after contacting Dell many times starting from the very beginning the only answer I received was "you have to wait longer " Now suddenly the answer is " We already sent it"

I will ask yet again:

WHAT DATE WAS IT SENT?

Also:

To what exact email address?

5 Aug 19. Received email stating:

Good day,

Thank you for your patience.

A link to redeem the gift card should be sent to your email address early next week.

We apologize for any inconvenience caused.

Should you have any more queries please do not hesitate to contact us 

5 Aug 19. Sent Email

I truly do not understand.  Why early next week?  Why not right now?  I have already waited 35 days.  You say it was already emailed to me and to check my junk folder which I did and there was no email.  I have asked twice for a date this email was supposedly sent so I can ask my ISP where it is, but you have ignored me both times.  I will ask again:

1. What is the date and time this email was supposedly sent to me?
2. Why do I have to wait anther week to receive this "replacement" email. 

6 Aug 19. Received email stating:

Thank you for your patience.

We sincerely apologize for this.

As we are not Dell directly but a third party company running this Promotion, we only process with the claims and we do not send the activation links. Please be assured that we are doing our best to keep you updated about your claim status.

Should you have any more queries please do not hesitate to contact us. 

Timeline Part 3:

12 Aug 2019 Sent Email:

Its been a week.

1. Where is my money?
2. What is the date and time the "previous email" was supposedly sent?
3. What are you or Dell going to do to compensate me for all the time and frustration I have spent on this still UNRESOLVED issue
4. If as you cannot answer any of these questions please give me the email address or addresses of the responsible authority for these issues both at your company and at Dell.   I am tired of waiting and being told its coming.  

13 Aug 2019 Sent Email:

1. Where is my money?
2. What is the date and time the "previous email" was supposedly sent?
3. What are you or Dell going to do to compensate me for all the time and frustration I have spent on this still UNRESOLVED issue
4. If as you cannot answer any of these questions please give me the email address or addresses of the responsible authority for these issues both at your company and at Dell.   I am tired of waiting and being told its coming 

13 Aug 2019 Checked claim says: “Your Claim has been successful. Please check your email for more information” I have checked my email. I have nothing.

13 Aug 2019 Filed another ticket with Visa Promotion Support

13 Aug 2019 Received reply form ticket. Still none of my questions answered

Please accept our apologies for the delay in receiving your card.

Your card was created and emailed to you by Berkeley, our card supplier, so we cannot confirm the exact date and time it was sent.

However, your case has now been raised and we have requested for the card to be resent to your email address.

Please be assured as soon as we have an update we will contact you again.

We strongly appreciate your patience in the meantime and hope to resolve this for you soon.

If you have any further questions, please do not hesitate to contact us. 

14 Aug 2019 Replied to email:

You are not answering my questions.  You are not even acknowledging the questions I am asking you. This is very frustrating.  My questions are simple but I will make this easier for you and reduce it to one question:

What is the contact email to someone at Dell that I can speak with on this issue?  Not a generic support email, a person in actual authority.

I am going to continue to raise support requests every day until I get this information

I am beyond any degree of patience with this issue and want to talk to a senior manager.

NOW

14 Aug 2019 Raised a support ticket with Dell Customer Care

14 Aug 2019 Assigned a support ticket number

Thank you for your recent contact with Dell Customer Care. The Service Request Number for today’s interaction is xxxxxx. 

We see that your claim has been successfully processed and the information has been sent to you over your email id xxxxxx 

You may also track your claim at https://dellgiftcardpromo.com/ . In case if you have not received any email, request you to kindly reply back so that we can look into your issue and proceed further.  

If you need any assistance on the issue, please feel free to reply to this e-mail without changing the subject line. You may also call at 1-800-387-5752 Option 4 available (M-F) 8am - 9pm EST. 

Thank you for choosing Dell. We appreciate your business. 

14 Aug 2019 Sent Email to Dell BTS Visa Cashback

14 Aug 2019 Received Email from Dell BTS Visa Cashback

As previously mentioned, your case has already been raised with the appropriate team as a high priority.

Please be assured, as soon as we receive further information regarding your card we shall notify yourself immediately.

If you would like to escalate this matter, it will take up to 2 working days for a senior member of staff to contact you. Please confirm this.

Should you have further questions please do not hesitate to contact us.

15 Aug 2019 Sent Email to Dell BTS Visa Cashback

15 Aug 2019 Called Dell Customer Care – Given the number to Dell BTS Visa Cashback 

15 Aug 2019 Called Dell BTS Visa Cashback – no resolution

15 Aug 2019 Received Email from Dell BTS Visa Cashback:

Thank you for your email and call earlier today.

As requested we have escalated this case to a senior member of the team, who will contact you within 2 working days.

In the mean time, please be assured that we are chasing your card with the appropriate team.

Once we have any update, you will be contacted immediately.

15 Aug 2019 Sent Email to Dell Customer care Ticket, included timeline up to this point as well as attached every email and chat transcript I received to this point.

15 Aug 2019 Sent another Email to Dell BTS Visa Cashback:

I acknowledge the receipt of this email.  Just as I have received dozens of email from your office and from Dell. So since we have already established that I can receive email from you, why don't YOU email me my promo code?  That would solve the problem.

16 Aug 2019 Received Email from Dell Support Ticket:

I request you to please allow us an opportunity to look into this and please be assured that I will do my best to ensure resolve the issue. 

I request you to please reach out to dedicated team on support@dellgiftcardpromo.com or call (888) 346-1443, they should be able to provide you with the information. 

If you already contacted them and if you do not have any resolution then please respond with their response and I will contact our internal team to ensure that this is resolved as soon as possible. 

We have your case under ownership and a case specialist will contact you within 48 to 72 hours. We would address your concern on priority until your issue is resolved to your satisfaction. In case you need immediate assistance with service request number, then please respond to this email and include a brief description of the problem you are experiencing. 

Thank you for choosing Dell. We appreciate your business.

16 Aug 2019 Received Email from Dell BTS Visa Cashback:

My name is XXX and I am one of the supervisors in this department and I will be dealing with your case.

First and foremost, please allow me to begin by apologising for any inconvenience or frustration that this issue may have caused you.

We have raised your case with the relevant department to investigate why you are yet to receive your gift card.

Unfortunately, we are unable to confirm the exact date the email containing the gift card was sent to yourself. However, we have already contacted the company responsible for issuing the cards and we have requested a copy of the link, so that we can send this directly to you.

Whilst we understand this may be frustrating, we are doing everything we can to assist you on this matter.

Please be assure that once we have any update on this, we will contact you immediately.

Once again, we apologise for any inconvenience or frustration this may have caused.

Should you have any further queries in the meantime, do not hesitate to contact us.

16 Aug 2019 Received Email from Dell Customer care Ticket

Thank you for your reply.  

We regret for the inconvenience caused to you.
We would like to inform you that once claim is submitted, it would take 3 business days to validate and 28 days for the visa promo gift card to be sent to your email address.

The visa promo gift card will be valid for 90 days from the date it has been issued.  

A case manager will be assigned who will monitor and process the request and also will get back to you with any updates on this order. You may also call at 1-800-387-5752 Option 4 available (M-F) 8am - 9pm EST.

16 Aug 2019 Sent Email to Dell Customer care Ticket

My claim was validated on 26 June.  If you would read the files I sent all the information is there.  26 June.   VALIDATED.  It is now 16 August. 

It has been 51 DAYS!! 

If you read my file you would know that, but since you just gave me the stock answer of it could take up to 28 days then I assume you did not.

I have Contacted both Dell and the 3rd party Promo people over 30 times since 26 Jun.  No one knows where my promo card is but all agree that I qualify and should have it.  I called the number you provided and they were unable to help.

Please escalate my case to a senior manager.  

As you are unable to get me the promo card, just refund $150 back to my credit card.

Then we will discuss compensation for my trouble

Do I need to send all the timelines and email attachments to you again or are they in my file?

19 Aug 2019 Sent Email to Dell Customer care Ticket

This is the same response I have been receiving for weeks.  I have no faith in the Dell Visa Promotion and in my opinion it is a complete and utter failure.  Not only has it been just shy of 2 months since my claim was validated, but I have spent quite honestly about 10 hours over the last two months on phone calls, chats, email etc and am still no further ahead then I was on the first day this started.  

Yes, I want what is owed to me in the form of my $150 visa card, however, this is no longer enough.

My time, and my frustration in trying to resolve this issue (and it is STILL NOT resolved) have value.  I want to be compensated for this and I want you to find a way to do it.  This can be in the form of a credit of Dell advantage points in my account for use at the Dell store, or a one time additional percentage discount on my next purchase, or simply a cash refund to my credit card for my last purchase.  But I am owed something for this incredibly frustrating and terrible experience.  Of that I am quite certain.

Over the last 10 years I have purchased at least 10 Laptops from Dell.  Two just in the past year.  My last three experiences have been terrible:

1. My wife's Inspiron 15 from I think 3 years ago ceased charging after a few months.  It was obvious that a piece of the internal charging port was broken on the inside.  I tried to get support to fix it and sent photos of the piece and was told it was not covered under warranty because they deemed it was from rough use. I wrote a complaint on this issue but it went unanswered. I ordered the part off ebay for $20 and replaced it myself.  When I opened the laptop I saw that about half the screws were missing and left out in the assembly, including (most importantly) the screw that held the charging port connected to the motherboard.  THIS is why the damage occurred.  Someone at your manufacturing part is saving money on screws at customer expense.
2. Last Christmas I purchased a two in one laptop for my mother.  In negotiating the price with the telephone agent she advised me that she would return $30 from the purchase priceto my credit card if I emailed her after the computer arrived.  I found this strange but I trusted her.  After the computer arrived I sent several email requesting my rebate.  She never returned them and I never received the rebate.
3. This disaster of a Visa rebate program which is completely non-functional

I used to love the Dell name, service, and products.  I no longer do.  I deeply regret falling for the sales pitch and buying yet another Dell after my two previous experience.  I wish compensation.  Please escalate this issue to whomever has the authority to provide it. 

19 Aug 2019 Received Email from Dell Customer care Ticket:

Thank you for your email. I am the customer care supervisor following up on this issue, firstly I would like to apologize for all the inconvenience caused.  

I have forwarded the details to our internal team to coordinate with Visa support to get the Gift card sent as soon as possible. 

Please do accept my sincere apologies. I will keep you posted as soon as I hear from them.

19 Aug 2019 Sent Email to Dell BTS Visa Cashback requesting update (no reply)

19 Aug 2019 Received Email from Dell Customer care Ticket:

I am really sorry for all the bad experience you had, I will surely explore compensation options once this Visa gift card issue is resolved.

Our priority is to get this Visa promo gift card sent out to you, post which we can explore compensation options. We regret for all the inconvenience caused.

20 Aug 2019 Sent Email to Dell BTS Visa Cashback requesting update (no reply)

21 Aug 2019 Sent Email to Dell BTS Visa Cashback requesting update (no reply)

21 Aug 2019 Sent Email to Dell Customer care Ticket:

After 2 months of queries on this issue I was finally escalated to a supervisor at your 3rd party Visa fulfillment team.  This was on 16 Aug.   The answer that they gave is basically the same answer I have been getting for the last 2 months.  I have asked 3 times for updates from them, and they have not bothered to answer me even once.  This Visa Cashback program is a giant blackhole of frustration and unfulfilled promises.

In my opinion you should just refund $150 back to my credit card and then you folks at Dell can deal with getting the money back from your contracted service.  It is neither right nor just that you are leaving me to deal with this as I have no power to make them do anything for me.  Below is the email I received 5 days ago to which I have replied 3 times (and am about to reply a fourth) asking for details.  It appears that your contracted service has further contracted out a portion of their responsibilities so now I am 3 levels deep trying to get my money.  This should be a DELL responsibility.  If you choose to sub-contract this promotion it should not be up to me to deal with.

21 Aug 2019 Sent Email to Dell BTS Visa Cashback requesting update

It has been 5 days since I received this email.  I have sent 3 requests for an update to which I have received no response.  This is the fourth.  Be advised that I have raised a trouble ticket with DELL CUSTOMER SERVICE SUPPORT.  This has been escalated to their supervisory team. I will continue to pursue both avenues until I get a response.  Below is the contact info of the Dell ticket holder:

Dell Service Request# xxxxxxxxxxx

21 Aug 2019 Sent Email to Dell Customer care Ticket:

I would like to know at what point will Dell as a company step up and take responsibility to fulfill their obligations to provide me with the $150 rebate that was part of my purchase agreement.  It has been unpaid now for 2 months.  Will you take ownership of the issue and pay me directly after 3 months?  After 4 months?  After 5? 

What is your service standard?  My Dell advantage points are already less than 60 days from expiring (I received an email).  I was thinking about using the visa card plus the points to make another purchase.  It is strange to me that there is an expiry date on my points yet there is no date on my getting something that was part of my purchase agreement that got me those points in the first place.

I am sure it is clear that I am very unhappy with Dell right now.  I get unhappier every day.

21 Aug 2019 Received Email from Dell Customer care Ticket:

I am really sorry for the delay, I have already escalated this issue with our internal team to update on priority. I will get back to you as soon as I hear from them. 

I understand you have heard this many times, however since I do not have update from them, I really cannot give you much information. Please do accept my sincere apologies. 

21 Aug 2019 Received Email from Dell Customer care Ticket:

We are making every effort to get this Visa card sent out to you as soon as possible. I have already escalated it internally, I will update you as soon as I hear from them. 

21 Aug 2019 Received Email from Dell BTS Visa Cashback:

Thank you for your email.

Unfortunately we are yet to receive an update on your case.

I can confirm we have requested your case to be prioritised, as the email containing the gift card is yet to be received by yourself.

Please be assured we will contact you once we have any information on your case.

We apologise for any inconvenience and thank you for your continuous patience.

Should you have any further queries in the meantime, do not hesitate to contact us. 

22 Aug 2019 Sent Email to Dell Customer care Ticket:

I finally received an answer from the visa team, but it is not an answer it is just the same thing I have been getting for the last 2 months.  I have asked before and I will ask again -  Why cannot Dell just pay me the $150 and then you guys can figure out how to get your money from Visa.

I should not have to be stuck dealing with this promotion failure.  Just refund $150 to my credit card.  If you cannot do that, then escalate me to someone who can.

22 Aug 2019 Sent Email to Dell BTS Visa Cashback and to Dell Customer care Ticket:

I am 100% fed up.  I have checked with the Dell community message boards and I am not the only one having a problem  Here is the results I get when I search for this topic.  There are many customers not receiving their visa:

https://www.dell.com/community/forums/searchpage/tab/message?advanced=false&allow_punctuation=false&filter=location&location=forum-board:Customer-Care&q=visa%20cashback

You need to fix this.

Timeline Part 1:

17 Jun 19 - Received quote - assured it qualified for the $150 Visa Promo

17 Jun 19 – Paid in full received email "Order confirmed"

26 Jun 19 – Received email "Dell Order has Shipped for Order Number xxxxxxxxx"

26 Jun 19 – Received email “Thanks for choosing Dell Invoice xxxxxxxxx”

26 Jun 19 – Filled online form for Visa Promo Validation received several troubling notifications about possible scams as I filled out the forms. Sent email to ca.customercare@dell.com

26 Jun 19 – Received email “Claim xxxxx – Dell_com PC Promo Visa card Cashback – Claim Received”

27 Jun 19 – Received email “Claim xxxx – Dell_com PC Promo Visa card Cashback – Claim Validated" 

3 Jul 19 - Contacted Dell via chat to inquire about promo.  Told I had to wait for the email but that typically I would receive it by email in 10 business days

18 Jul 19 – Contacted Dell via chat to inquire about promo. Was again told I would receive it by email in 10 business days.  When I told them it had already been more than that they referred me to online claim status link

18 Jul 19 – Clicked the link and it said my claim was

Reward/Sent for fulfilment/Quantity/Sub-Total/Postage/Total/Visa Gift Card
27/06/2019 12:43:58 /1 /CA$ 150.00 /- /CA$ 150.00

18 Jul 19 – Contacted Dell.  Received email "Re__Online_claiming_question"  this email said it could take up to 28 days.

28 Jul 19 - Again contacted Dell  as it was 31 days and still no card

29 Jul 19 – Received email "Re__Online_claiming_question" this email said 

Thank you for your email.

We apologise for the delay in receiving your card.

We will have this raised with the relevant team and you will be notified when there is an update.

Should you have any other queries, please do not hesitate to contact us.

31 July 19.  no response, no card sent email.

@Marc in Kingston, we have replied to your post here. Please check & share the details. 

Berkeley worked with me. Try leaving a space after your last name.

Glad to know that you received help from offers team. You could always count on us for any assistance in the future. 

Thanks,

Sahan

I still have not got my VISA promotional card and get no help from CS or Berkeley.  I'm told there's nothing they can do.  

I am having the same issue. I have been given disconnected phone numbers and site links that are invalid. I have wasted so much time trying to redeem.

I'm involved in their latest $200 promotion whereby I cannot even find the link they provided to do the claim.  Endless communication with them produces no results except more meaningless messages from them. Overpriced computers with promised partial refunds which never materialize. Buy another brand and be done with them.

I finally got my link for my Virtual $100 Visa gift card. I read the instructions then clicked on the link and the a screen pops up to collect all of your required information: first name initial full last name and then your e-mail address and then the zip code  and then clicked on the enter button to get the card. I complied. I get a message in red print saying that the information is incorrect. I did this 4 times I had no errors, yet I kept getting the same message. I didn't know that the  e-mail was there at 2:30pm I opened it @10:30pm. Too late the to get techs hours are 8am- 5pm. 

I haven't recieved my card either can you help me?

• I made everything but i couldnot take my visa promo card. 

Hello,

I am having a similar issue. No gift card at all, even no response to my opened case. (I have a ticket number)

Where should I follow up and whom can help, please??