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WARNING about Dell's coupons

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I just tried to use two unexpired coupons directly from Dell's website: $XQMP$3QSS0NSN and 0H9Q3PQ6L3744C, both valid for the systems I was trying to purchase, which were laptops over $650 each. Neither coupon would work no matter how I configured my cart, whether I had one system or both in the cart. These coupons had worked yesterday when I was researching, but would not apply today as I was continuing to research the systems we were planning to purchase. These codes were directly from Dell, one from their coupon page and one showed up in the cart when they system was added. I contacted Dell chat. I was told the coupons had reached their maximum redemptions. They would not honor them, though they were from Dell directly and were not expired.

Here is the chat log, modified only to protect my identity. I am really not sure how Dell justifies this. I walked away from my purchase, and I will get my systems elsewhere. Yes, for $40, but mostly for the lack of integrity on the part of Dell that this situation just showed me. I post this so others can be informed. Again, these were Dell's own, unexpired coupons, directly from their site.

05/16/2013 10:40:39AM System: "We apologize for the delay. Due to high demand, we are experiencing slightly longer wait times. A Dell.com Chat Expert will be with you as soon as possible."
05/16/2013 10:41:54AM Session Started with Agent [name removed]
05/16/2013 10:41:57AM Agent [name removed]: "Welcome to Dell US Chat! My name is [name removed]: and I will be your Dell.com Chat Expert. I can be reached at us_dhs_chat_reply_2@dell.com or via voice mail at 1-800-379-3355 ext XXX. How Can I help you today?"
05/16/2013 10:44:10AM [name removed]: "Hello, I placed a laptop in my cart (link to it is http://configure.us.dell.com/dellstore/config.aspx?oc=fncwv33s&model_id=inspiron-17r-5721&c=us&l=en&s=eep&cs=6099 ) and a coupon code showed up in the list of deals (Save an extra $50 off PC purchases $587.99 and above with coupon code $XQMP$3QSS0NSN ). However, I cannot get the coupon to work, it says it has already been redeemed. I have not made a purchase though to redeem it.
05/16/2013 10:45:30AM [name removed]: "I also cannot get the following code to work either: 0H9Q3PQ6L3744C"
05/16/2013 10:45:32AM Agent [name removed]: "Hi. 🙂 Glad you chatted in, I'd be happy to assist you."
05/16/2013 10:45:35AM Agent [name removed]: "let me check it for you."
05/16/2013 10:47:47AM Agent [name removed]: "Thank you for waiting patiently. kindly give me 2 more minutes."
05/16/2013 10:48:54AM Agent [name removed]: "[name removed], The coupon that you have there has reached its maximum number of redemption. but let me see how can I help you with it?"
05/16/2013 10:48:56AM Agent [name removed]: "Do you have the system saved in your cart? I can have it reviewed to make sure that you are not missing anything. Shall we go ahead and do that?"
05/16/2013 10:52:05AM [name removed]: "I will save the cart, give me a min..."
05/16/2013 10:52:18AM Agent [name removed]: "Sure. also Would you mind if I ask for your name, phone number, address and email so that I can create a profile for you where we can save the configuration and get the final price including tax that I will be sending to your email and export to your cart"
 ?
05/16/2013 10:55:59AM [name removed]: "K. Sorry it's taking so long, my Advantage membership dropped out of the cart and I can't find the link to put it back in..."
05/16/2013 10:56:14AM Agent [name removed]: "its alright. I can add it here."
05/16/2013 10:59:02AM Agent [name removed]: "Would you mind if I ask for your name, phone number, address and email so that I can create a profile for you where we can save the configuration and get the final price including tax that I will be sending to your email and export to your cart?
Would you"
 mind if I ask for your name, phone number, address and email so that I can create a profile for you where we can save the configuration and get the final price including tax that I will be sending to your email and export to your cart?
05/16/2013 11:00:25AM [name removed]: "Ok. Cart saved. As for the other vitals: [removed to protect identity]"
05/16/2013 11:01:07AM Agent [name removed]: "Thanks."
05/16/2013 11:02:06AM [name removed]: "The cart I saved has four systems in it, though we are going to buy only two identical systems. We are trying to decide between the two processor speeds. Each of the coupons would work for these systems' price ranges. I was hoping to use a coupon for each"
 .
05/16/2013 11:04:50AM [name removed]: "There was an extra system in the cart, a 15", so I just removed it and resaved."
05/16/2013 11:06:00AM Agent [name removed]: "hold on."
05/16/2013 11:09:03AM Agent [name removed]: "which of those you would most likely have?"
05/16/2013 11:11:04AM [name removed]: "Probably the lower priced ones, for $685.99."
05/16/2013 11:12:00AM Agent [name removed]: "and you need 2 of it right?"
05/16/2013 11:12:21AM [name removed]: "Yes"
05/16/2013 11:12:59AM Agent [name removed]: "applying the coupon."
05/16/2013 11:13:32AM Agent [name removed]: "Are you going to order using Dell Preferred Account? are you also part of Dell advantage?"
05/16/2013 11:15:07AM [name removed]: "We are planning to apply for a preferred account, pending final discussion of the purchase. Yes, I have an advantage key. Another question - I seem to have two carts, member purchase and home cart. My advantage key is applied to the home cart, but not the"
 member cart. I do not have any other member login. Will this be an issue?
05/16/2013 11:16:04AM Agent [name removed]: "it is not an issue.. it can be used to both member and home cart."
05/16/2013 11:18:33AM [name removed]: "I tried reloading the cart, but I'm not seeing a discount. What process should I follow to see your modifications?"
05/16/2013 11:18:55AM Agent [name removed]: "I am applying the discount here on my end [name removed] :)"
05/16/2013 11:19:03AM Agent [name removed]: "please hold on."
05/16/2013 11:19:24AM [name removed]: "Ah, ok. :-)"
05/16/2013 11:21:26AM Agent [name removed]: "we cannot apply the $50 coupon anymore [name removed].. what I have here is a $25 off to that.. that is the most that we can do right now."
05/16/2013 11:21:29AM Agent [name removed]: "will that do?"
05/16/2013 11:22:18AM Agent [name removed]: "Price will be $660.94 before tax"
05/16/2013 11:22:47AM [name removed]: "No, sorry. I will hold off on the purchase if the coupons will no longer work."
05/16/2013 11:23:13AM Agent [name removed]: "I understand.. I will send the quote to your email incase you have changed your mind."
05/16/2013 11:23:36AM [name removed]: "You should take the codes off if they are redeemed to the maximum uses. It would have saved me about 2 hours of work this morning."
05/16/2013 11:24:07AM Agent [name removed]: "I understand your frustration,. it will be reported to the webteam and be removed.."
05/16/2013 11:24:25AM Agent [name removed]: "would you like to speak with my supervisor for that?"
05/16/2013 11:25:16AM [name removed]: "Yes I would. I understand it's not your fault, but I am seriously upset right now. We were on the verge of a purchase, and I am walking away."
05/16/2013 11:25:31AM Agent [name removed]: "one moment please."
05/16/2013 11:26:26AM Agent [name removed]: "Hi [name removed] "
05/16/2013 11:27:42AM [name removed]: "Hello. Thank you for taking the time to talk to me. If you look over the chat session before you joined you can see the issue."
05/16/2013 11:28:22AM Agent [name removed]: "yes i can see that"
05/16/2013 11:28:39AM [name removed]: "At the end [name removed ] offered for me to speak to a supervisor. I am not sure what you can do, but I figured it was worth a try."
05/16/2013 11:29:18AM Agent [name removed]: "i believe he already offered you $25.00 discount each right>?"
05/16/2013 11:32:42AM [name removed]: "Yes. The issue is I have two $50 codes from Dell's site for these purchases. Neither worked. He told me they reached their maximum number of redemptions. The codes are 0H9Q3PQ6L3744C and $XQMP$3QSS0NSN. One is from your coupon page, and one showed up when"
 I put a system in the cart.
05/16/2013 11:33:18AM Agent [name removed]: "what we can do is to meet half way"
05/16/2013 11:33:27AM Agent [name removed]: "i can add $5.00 more dollars ech"
05/16/2013 11:33:35AM Agent [name removed]: "$0.00 off for each computer"
05/16/2013 11:34:08AM Agent [name removed]: "$30.00"
05/16/2013 11:34:21AM Agent [name removed]: "i mean"
05/16/2013 11:35:10AM [name removed]: "That does not work. If I was expecting $50 off each system, and these are supposedly valid codes, why would I want $30?"
05/16/2013 11:36:11AM Agent [name removed]: "can i have teh number i can reach you at?"
05/16/2013 11:36:22AM [name removed]: "I am not trying to be nasty, but really... You have the codes, on your site, and they don't work. Who wouldn't be upset??"
05/16/2013 11:37:37AM [name removed]: "As far as telephone conversation, I prefer things in writing. It is simply easier and more protected for parties involved."
05/16/2013 11:37:38AM Agent [name removed]: "can i have the number i can reach you at?"
05/16/2013 11:39:09AM Agent [name removed]: "okay"
05/16/2013 11:39:20AM Agent [name removed]: "i am sorry but i can only give yu $30.00 each"
05/16/2013 11:39:24AM Agent [name removed]: "*you"
05/16/2013 11:41:41AM [name removed]: "Then Dell has lost a sale. Yes, over a difference of $20 per system. This is simply ridiculous. It's not like $40 total would break me, but it is an issue of company integrity and standing by what you have published on your site."
05/16/2013 11:44:14AM Agent [name removed]: "i really am sorry if that's how you feel. If you change your mind we can call you"
05/16/2013 11:45:30AM [name removed]: "Call me, and say what? What could you say that is different from the best offer you just made?"
05/16/2013 11:47:20AM Agent [name removed]: "i can probably check onother option for you"
05/16/2013 11:47:28AM Agent [name removed]: "another"
05/16/2013 11:48:20AM Agent [name removed]: "are you using your dell preferred account?"
05/16/2013 11:48:29AM Agent [name removed]: "if yes, we still need to call you to process the order"
05/16/2013 11:49:14AM [name removed]: "We do not have a preferred account, but were planning to apply for one once we had made our final decision."
05/16/2013 11:49:30AM Agent [name removed]: "oh okay"
05/16/2013 11:49:45AM Agent [name removed]: "then let me call you"
05/16/2013 11:50:06AM Agent [name removed]: "can i have the numebr i can reach you a?"
05/16/2013 11:51:14AM [name removed]: "Even if we come to an agreement about discounts though, I am not ready to make the final decision between the four systems until  [name removed] and I review them."
05/16/2013 11:52:27AM Agent [name removed]: "you can just leave a voicemail or send an email to us once your ready to place the order"
05/16/2013 11:52:36AM Agent [name removed]: "is there anythign else?"
05/16/2013 11:54:20AM [name removed]: "Is the discount offer we are looking at more than $30 per system?"
05/16/2013 11:55:10AM Agent [name removed]: "we can talk about that oince you are ready to order sicne prices might change with out prior notive"
05/16/2013 11:55:17AM Agent [name removed]: "pormotions might be diffirent"
05/16/2013 11:55:43AM [name removed]: "Ok. Thanks."

One other thing: why in the world would they not put a better deal in writing. Why did they insist on telephone conversation, and ask me for my number (which incidentally I gave earlier in the chat had the supervisor bothered to look) I didn't even count how many times?? I like things in writing, it is easier and more protected. What do they have to hide that they do not like corresponding in writing? This was a terrible experience.

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Moderator
Moderator

Re: WARNING about Dell's coupons

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Thank you for posting your comments and bringing your customer experience to our attention. We appreciate anyone who takes the time to relate their customer journey, whether positive or negative. Please accept my apology for any difficulty you may have encountered while trying to place an order.

I regret we were unable to accommodate the coupon codes offered on the website. Once the coupons reach their limit, they are no longer able to be used in our system. Dell changes promotional offers frequently, and I feel certain you will be able to find another great deal on one of our outlet systems.

If you still need assistance, please feel free to contact me privately by clicking on my name in blue, selecting the email icon or Start  Conversation, and providing the following information.

Name:
Email Address:
Shipping Address:
Phone Number:
Order Number:
Service Tag #:
Country of purchase:
Current country location:
Reason:

Thanks,
Lorna


Social Media Support
#IWork4Dell

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7 Replies
7 Plutonium

Re: WARNING about Dell's coupons

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I am moving this thread to the Customer Care Forum.
  
Bev.

 


If my answer was helpful, please click: Kudos
Forum Member since 2001
I am not employed by Dell

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Moderator
Moderator

Re: WARNING about Dell's coupons

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Thank you for posting your comments and bringing your customer experience to our attention. We appreciate anyone who takes the time to relate their customer journey, whether positive or negative. Please accept my apology for any difficulty you may have encountered while trying to place an order.

I regret we were unable to accommodate the coupon codes offered on the website. Once the coupons reach their limit, they are no longer able to be used in our system. Dell changes promotional offers frequently, and I feel certain you will be able to find another great deal on one of our outlet systems.

If you still need assistance, please feel free to contact me privately by clicking on my name in blue, selecting the email icon or Start  Conversation, and providing the following information.

Name:
Email Address:
Shipping Address:
Phone Number:
Order Number:
Service Tag #:
Country of purchase:
Current country location:
Reason:

Thanks,
Lorna


Social Media Support
#IWork4Dell

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Moderator
Moderator

Re: WARNING about Dell's coupons

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Hi,

I am following up to be certain your concerns have been addressed. If you still need assistance please feel free to contact me via private message and provide the requested information.

Thanks,
Lorna


Social Media Support
#IWork4Dell

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Re: WARNING about Dell's coupons

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No, my concerns are not addressed. This is a situation where Dell thinks they are right and justified. We are never buying from Dell again because of this. I am buying our two systems, and every system hereafter for our households, from a company with more integrity. Your customer service is thoroughly disreputable in their tactics. Someday enough people are going to have had enough of all the problems with Dell. Sadly almost all of the problems with Dell are traceable to your support teams. You should really consider the impact this is having on your company. Dell isn't doing well, if you hadn't noticed. The reason is staring you in the face.

pbug56
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Re: WARNING about Dell's coupons

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I was issued a Dell coupon today by 'customer care' because of an issue not worth mentioning at the moment. I went to use it exactly as I was told to, and "Not Valid".  Tried calling Customer Care - oops - not open at the time.  Not encouraging.  Doesn't make you feel good to have bought from Dell.

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Sithchean
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Re: WARNING about Dell's coupons

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I had the same problem. I wanted to get an Alienware Laptop.  The Final cost would have been $2260+.  After using the $200 off.  This would be after taxes.  I went to check my Balance a few hours later and then buy it.  The coupon said, "coupon is valid but cannot be applied to this order."

I wish Alienware company stayed a separate company from Dell.  At least they had dignity. 

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Distriived
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Re: WARNING about Dell's coupons

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I've ran into these problems before when buying from dell. Clear your cache or use a different problem. That always seems to work for me.

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