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why cannot I not get what I was sold?
I ordered a Laptop from Dell Outlet online that was supposed to have Windows 7 Professional on the machine. I have that in writing on my order confirmation, which I have offered to provide to everyone I spoke with and am attaching to this post. When I received the computer, it has Windows 10 Professional. I had purchased another machine a few weeks ago that had Windows 10 and it crashed within 3 hours of using the machine so I do not want Windows 10. I called customer service the day after I received the machine for a resolution. I was transferred 6 times on that call with no resolve. When I asked to speak to a Supervisor I was placed on hold for 40 minutes so I hung up. Technical support told me on three separate calls that the laptop needs to be replaced or that I needed to purchase Windows 7. Customer care continued to try to transfer me to tech support or sales to purchase Windows 7. On today's call, I talked to 6 more people. I should not have to purchase Windows 7 as it was what I purchased to begin with, again I have this in WRITING. I asked for $150 refund so that I could purchase Windows 7 from Dell ($161 sale price) and they told me they would give me $60. I have always heard of truth is advertising but I cannot get what I was SOLD from Dell. I have spent over 3 hours on the phone for both machines so 6 hours of my time is worth more than $60. I thought my resolution was an easy solution to make me happy and for Dell to live up to their word. I was furious and told them to send me a return label. I would love to keep this computer if I had Windows 7 PRO again as that is what I was SOLD. It would be easy to do the right thing in this situation but Dell somehow refuses. I will wait to return the machine for a few days in hopes that I can get someone will see this and do the right thing. The first PC I owned 20+ years ago was a Dell and that is all I have owned but I have a feeling that I never will again.
Anonymous
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October 12th, 2016 14:00
Hi krista_r,
Thank you for posting your comments on the Dell Community Forum Customer Care Board and bringing your customer experience to our attention. We appreciate anyone who will take the time to relate their customer journey. Customer feedback remains an important tool to be used in evaluating our products and services.
Dell strives to provide a pleasant purchase experience for all our valued customers. Sometimes, especially when making a purchase from the Dell Outlet, quantities are limited. Please accept my apology if your order did not contain the Windows 7 Professional Operating System (Win 7 Pro OS). While I cannot explain why they sent you an order with the upgraded OS, I can imagine since Win 7 isn’t supported by Microsoft any longer, that systems with the Win 7 Pro OS may be in short supply. Unfortunately, if you are not happy with the OS installed on your system, you would need to return it for credit and place another order with the desired OS.
Using the information you provided I was able to access your account records. It appears you are in contact with another Dell Representative today, who has agreed to provide the Windows 10 CD for your convenience. Please continue to work with the representative for any additional questions or concerns regarding the OS dispatch.
Thanks,
Lorna