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May 13th, 2008 18:00
Several complaints.... WoW XPS 1730
My apologies if this isn't the best place for me to be posting this. But I felt the need to vent on a few things.
I ordered the Warcraft edition XPS 1730 laptop on April 20th and received it last week. The laptop itself is quite good (though after installing Vista SP1, it locks up frequently when going into hibernation mode).
But... here are my MAJOR complaints, which make it SEVERELY unlikely for me to consider purchasing another Dell product in the future.
#1 - Price drop policy....
I paid $2999 for this laptop when I ordered it on the 20th, and today, the price dropped to $2599. I searched Dell's website on price drop policies, and found this page which was last updated in January 2008:
And I quote from that page:
"For US Customers Only - Dell realizes that prices and components change very rapidly in the computer industry. As a courtesy, Dell's US Customer Service Division will issue a credit for any price drop greater than $50 within 30 days from the invoice date.
The amount of the price drop will be refunded back to you according to the original payment method (credit card, payment terms, etc.) within 10-15 business days."
So I called up Customer Care to arrange for my $400 refund, and I ended up being transferred all over the globe, with the entire phone call exceeding 90 minutes.
I'll spare the details... but the bottom line is that I discovered that the above quotation is an outright lie. Despite the efforts of some fine gentlemen such as Yogesh, Mohit, and Marco, the customer care department, sales department, and the "Sales Resolution Team" could not issue me a $400 refund, they said that to achieve this I would have to return the whole system and re-order it at the lower price. To me, that is absolutely absurd, to unnecessarily ship this gigatic package back and forth between myself and Dell, especially after I have spent time configuring the software on the laptop, installing SP1, etc.
The Sales Resolution Team ultimately offered me a $150 refund, which I accepted, however I am still extremely disappointed in this service. Caveat emptor.
#2 - The Quest Envelope / Golden Ticket / Beta Club / Collector's Edition Upgrade certificates.
I have not received them. And since they apparently do not have a part number, customer care could not help me, when I ask them about it they don't have a clue what I'm talking about. I discovered that I am not the first person to experience this... I found this thread yesterday:
http://myextralife.com/forum2/viewtopic.php?f=10&t=4076
And I found that I'm going through the same ritual that Maelbane did. It is clear that since January, Dell has not improved in their handling of this particular promotion, which is the main reason why I, and many others, decided to purchase the WoW edition laptop in the first place.
Not happy. But I'm not expecting any real results to come from this post either. Just venting, and thanks for reading if you made it this far.
Nightmoss
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May 13th, 2008 23:00
Hey Muldiggan,
I'll "Me too" your complaints because they exactly duplicate what I've been trying to resolve with Dell. Ordered my WoW laptop on the 18th of April and received it about a week ago.
My first issue was with trying to get an answer to the "Golden Ticket" dilemma. After many emails and aborted calls I can honestly say that customer service at Dell is almost nonexistent. I can only hope that the quest envelope will still arrive via DHL in a week or so? But do you think I could get a straight answer from anyone on their support team? Not likely, as they seem more set up to to stall, roadblock and otherwise discourage customer satisfaction.
Then today when a friend tells me about the price drop I try calling the customer service number again and get the exact same run around and denials you did. I even quoted the text on the phone to the operator without any success.
Based on this the chances of my ordering another Dell product in the future is slim to none. People had warned me about Dell and all I can say is I should have listened.
Not happy either and I don't expect anything positive to come from this beyond a similar opportunity to vent in public.
Larry R
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1.7K Posts
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May 19th, 2008 15:00
Just to clarify things, the Quest Envelope is mailed out by a third party company and not by Dell or Blizzard. That company is notified of the order when the system ships to the customer and is supposed to be delivered withint 21 to 30 days of the invoice date for the system. The confusion appears to be that not everyone knows the invoice date is, basically, the date the system ships to the customer and not the date the order was placed.
If you still have not received the Quest Envelope 30 days after the invoice date then you should contact Customer Care with your order number so they can take the necessary steps to find out what happened and get things corrected.
Nightmoss
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May 19th, 2008 16:00
Thanks very much, Larry for your clarification. It's just over two weeks since the laptop shipped so there's time before your notice about waiting 30 days.
Still not pleased about the price drop issue, but I probably should be more concerned about Dell dropping its XPS line?
Nightmoss
Larry R
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1.7K Posts
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May 19th, 2008 16:00