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BillFInd
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False Advertising and Customer Care Runaround on Online promotion

On Sunday I went online to Dell.com to purchase a server for a small business I own.  I found a dell online for a PowerEdge T110 which listed it for $659.00.  They had 5 columns with difference order codes and at the top of the column marked "Essential" was a promotion stating "Windows Server already included. Save an extra $200 using Dell Business Credit and coupon DBC200"

Wow...I good deal right? Well I added the order to my cart. I added the coupon to my cart but got a message that I needed to sign in first in order to take advantage of the coupon. I logged in and entered the coupon. I selected Dell Business Credit as my payment option in order to use the coupon. I could not get the system to recognize the coupon.

After much effort trying different options I finally asked for online help from a sales representative online (Masarath). After asking the pertinent questions she said she too saw that the coupon was not being supplied. She would come back occasionally to tell me she was still working on it. She came back and told me " but I guess the order amount doesn't meet the disocunt(sp) criteria". I told her I was looking at the coupon and it did not mention anything about meeting a price criteria and that in fact the coupon was attached to that specific offer.

She told me she had put in a quote, emailed it to me and told me she had to check with the finance team (which were unavailable) . After giving me her number and extension she told me that I should call her back on Monday.

I called her back on Monday. She left me on hold to talk to others, coming back occasionally to tell me she was working on it.  She then said she would have to call me back....she never did.

I called her back today. She said she couldn't do anything for me. I asked to talk to her supervisor, he told me he could not do anything for me.  He told me I had to contact Customer Care and gave me the number.  I talked to numerous people in customer care (Eric, Spencer, Shaik, Shane, etc). I got a complete runaround with my final representative repeatingly telling me that "we can not honor or override a coupon that has already expired". 

The supervisor of sales (or at least he told me he was the supervisor) said that there was no one higher than him that could help me "as the coupon was already expired". It wasn't expired when I started all this!

I have screenshots of the promotional offer, the coupon, the chat log, etc. showing the offer on the website.

I am trying to get this resolved and am still researching who to contact, including Michael Dell. I have been a long time customer of Dell but this would make me think twice before order from them again.

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Moderator
Moderator

RE: False Advertising and Customer Care Runaround on Online promotion

Hi BillFInd, 

Thank you for posting your comments on the Dell Community Forum and bringing your concerns to our attention. Please accept my apology for any frustration or disappointment this order difficulty may have caused. Dell Strives to provide a pleasant purchase experience for all our customers. 

Some coupons are limited by date or by quantity. I am not certain why you were not able to use the coupon code as expected. If you still need assistance, please reply to my email and provide the requested information so I may access your account records. 

Thanks,
Lorna


Social Media Support
#IWork4Dell

Geossimo
1 Nickel

RE: False Advertising and Customer Care Runaround on Online

Hi,

I wanted to buy a privacy filter for my newly purchased Dell inspiron 14 7000 laptop which is advertised online 34.99 CAD instead of regular price 54.99CAD today march 12, 2019 see link  https://www.dell.com/en-ca/shop/dell-privacy-filter-140/apd/750-abek/monitors-monitor-accessories?re...

When I was going through online checking out  process it showed price 54.99 CAD. When chatting online with an agent, Dell didn't accept to grant me the advertised online price as of today 34.99 CAD,  saying that the price shown on the check out (54.99CAD) is the right price and it takes 24 hours to see this regular price advertised again online. And above all, the Dell agent chatter said to me: that she was willing to grant me the promotion price 34.99 CAD but The TOOLS don't permit to do so....I let the readers comment on this!!!!!  I am completely disappointed. Do you think this is right and honest way to deal with a Dell Loyal customer ? 

P.S. : I have just bought in January 3rd 2019 Dell Inspiron 14 7472 laptop; and by the way, I have just got  (11 march 2019) my pending advantage rewards.

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Geossimo
1 Nickel

RE: False Advertising and Customer Care Runaround on Online

 

 

 

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Geossimo
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RE: False Advertising and Customer Care Runaround on Online

Sorry for the wrong link given in my main  message, this is the right link:

https://www.dell.com/en-ca/shop/dell-privacy-filter-140/apd/750-abek/monitors-monitor-accessories?re...

 

 

 

 

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