Kunkle_W
2 Bronze

XPS 420 Goodies Question

I recently received my new XPS 420 system and am disappointed to find that I did not even receive an XPS mouse pad with the system.

 

I was shocked because I had chatted with an XPS Sales Representative and specifically asked if the items were included with the system and I was told yes.  I saved a copy of this transcript for my records.

 

Now, I have read through the forums here and have heard that Dell is supposedly not including XPS goodies with systems any more (including the mouse pad).

 

I am currently trying to get somewhere with a Senior Dell Chat Account Representative regarding the issue, but it is not looking good.  I got in touch with general customer service as well, and all they did was to tell me to contact sales regarding the issue.  Well, I have already done that.

 

Does anyone have any advice on who else I could attempt to contact to get the XPS goodies?  Even if they are not given out regularly, I am sure there are residuals SOMEPLACE, SOMEWHERE, in SOME WAREHOUSE that could be used as a customer satisfaction issue.  But, I am at a loss.

 

I know the issue may seem foolish to some; but, I specifically asked about the items on 09/26/08 and was told that they are still included (excerpt from sales chat below):

 

11:12:55 PM     William Kunkle Jr

Hello. I recently ordered a Dell XPS 420 system (it is currently in production) and I just had a general question. Does the Dell XPS system still come with the special XPS mouse pad, XPS embossed manual/cd holder, and XPS microfiber cleaning cloth?

 

11:14:10 PM     XPS_RR_Rep_Chris

yes

 

Had I been told "no," the issue may not be as upsetting to me as it currently is.  But, I was point blank told yes that I would receive the items and then I received nothing and am currently getting nowhere with any Dell department.

 

Any suggestions?

0 Kudos
28 Replies
ccolt1
2 Iron

Re: XPS 420 Goodies Question

If you find a answer I would like to know because I did not get any of that with my new xps 420.I was under the impression I would receive them also.I received my new xps420 last friday.good luck!
camdids
3 Argentum

Re: XPS 420 Goodies Question

Hey I know its probably a Principal Issue, but I wouldnt get too excited over the XPS mousepad. It really isnt that good.

 

Dimension4100 (Just Gave it to Charity.End as a game server)


Dimension 8400(Dead and Buried)


Inspiron 1520(used at work on occasions. Still Solid)


Inspiron 1545(retired. Pretty poor for graphics)


Inspiron Mini( Stopped Using This. You can guess why)


Inspiron 15R


XPS 420(lasted well. My Favorite)

2 Inspiron 17 5000

Kunkle_W
2 Bronze

Re: XPS 420 Goodies Question

It is not just the mouse pad I am upset about.  It is the fact that I did not receive ANY of the XPS accessories; yet, I was told by the XPS Sales Rep that I would.

 

As you said, it's a matter of principle.  When you spend the extra money to get the XPS system and you expect the "special XPS service," I don't think it is unrealistic to expect to receive the XPS Accessory Kit - especially after being told by an XPS Sales Rep that it was still included.

Message Edited by Kunkle_W on 10-02-2008 11:12 AM
Hanspuppa
4 Tellurium

Re: XPS 420 Goodies Question

I would not waste one minute of my time trying to get Dell to supply what was promised because it is simply not worth it.

 

If it were a component with a price of $100.00 or more, it might be worth the hassle. Otherwise it is not.

 

The mosue pads Dell "provides" is nothing more than marketing gimmics and not worth using.

 

I have a drawer full of them, soon to be in a landfill somewhere.

Hanspuppa
4 Tellurium

Re: XPS 420 Goodies Question


@kunkle_W wrote:

It is not just the mouse pad I am upset about.  It is the fact that I did not receive ANY of the XPS accessories; yet, I was told by the XPS Sales Rep that I would.

 

As you said, it's a matter of principle.  When you spend the extra money to get the XPS system and you expect the "special XPS service," I don't think it is unrealistic to expect to receive the XPS Accessory Kit - especially after being told by an XPS Sales Rep that it was still included.


Hello Kunkle_W, XPS systems are just another marketing ploy to sell Dell systems that are supposed to be a Higher Line of systems. They are not.

 

In order to market these systems as a High End line of products, Dell offers incentives such as XPS Premium Support, which is no better than all the other Dell support.

 

You cannot believe anything a Dell Representative tells you. They are simply trying to get you off the phone. I have been promished everything under the world and delivered nothing.

 

If you want a fight for what you were promised, be ready to not take no for an answer, because that is what you are facing.

 

It took me 8 months to get what I was promised and then it was not as it should have been.

 

Hope this helps.

 

Kunkle_W
2 Bronze

Re: XPS 420 Goodies Question

Sorry, as I said, it is a matter of principle to me.  I don't like being lied to.

 

As for being ready to fight: that's fine.  Due to issues with my last system I purchased from them, I worked with the "Expert Resolution Center" for several months and in the end received $400 in refunds to my credit card, a $100 concession coupon, a Wacom Graphics Tablet (at over 80% off), and a free Wacom Graphics Tablet travel case.

 

The problem back then: my laptop palmrest was replaced and they didn't replace the Windows XP and Intel Processor labels.  Then, they couldn't find the labels and realized they had labeled my system incorrectly to begin with.

 

Like I said, it's all a matter of principle.

Hanspuppa
4 Tellurium

Re: XPS 420 Goodies Question


@kunkle_W wrote:

Sorry, as I said, it is a matter of principle to me.  I don't like being lied to.


Hello Kunkle_W, I am sorry to hear of your issues with Dell.

 

But, I am very glad to hear that you are fully aware of the fight you find yourself in with Dell.

 

I totally agree with you about the "principle" of all this. I was advised to "Escalate My Unresolved Issue" also.

 

I got nothing at all from the "Escalation Team" except being chastized for mentioning that Chris M advised me to contact them.

 

I was told that he had no authority to deal with anything other than as a Moderator on this Forum.

 

I was told that I either took what the Escalation Person offered or nothing at all.

 

I was lied to by him and many, many XPS support representatives. Only after 8 months of continually contacting Dell, being promised everything and being delivered nothing, I started to give up.

 

I then remembered the "principle" of all this, and contacted Dell again for about the 50th time.

 

After looking the record up on the defective system, Dell finally sent me another system, not configured as my original system. This happened two times.

 

I now have an XPS420 system that is no better than the original system.

 

I have given up on Dell ever doing the right thing about this. I have wasted far too much of my time to continue.

 

Dell has won this battle, but lost the war. I will never deal with Dell again.

 

I do have principles, and Dell seems to not have principles.

 

Good luck, you will need it, but I think you will prevail.

 

PumpkinPie86
2 Iron

Re: XPS 420 Goodies Question

I got an XPS mousepad with mine, I ordered the cheapest 420 available but didn't receive anything besides the mousepad.
DELL-Chris M
Community Manager
Community Manager

Re: XPS 420 Goodies Question

Kunkle_W,

I do not think he lied. He was just unaware that we stopped bundling those goodies. Those goodie items are not on the XPS 420 Parts list so we cannot send them out.