XPS 27-7760, Premier Wireless Keyboard & Mouse sales issue

Hmm. It looks like it was supposed to come with the KM717 as you stated. I didn't see anything on the website regarding anything less. I'd call or chat with sales support and let them know you got the wrong keyboard/mouse combo.

I did contact the support, first via email, then live chat, and finally on the phone for almost an hour. I was bounced back and forth a couple of times between customer service and sales support. No one could identify what product would have the item number , that is listed on my invoice. But absolutely all representatives, I spoke with, tried to convince me that the keyboard/mouse set I received is the right one, like in this written example below:

“This system is build along with the keyborad and the mouse that you have got.”
“I request you to recheck once because the model KM717 is not shipped to you.”

I am quite disappointed with Dell business practices and its customer service. It appears to me that Dell intentionally tricks its customers to buy a premium product, but sends a cheap substitute accessory instead. And, most surprisingly, the company refuses to correct its mistake; I wouldn’t imagine the dollar difference between the two sets is that significant and worth losing a customer.

After several attempts to escalate the issue, I finally have got, presumably, a supervisor on the line. His only resolution was a replacement of the entire order. It sounds weird, but let’s see how it goes. Suppose to get a call from a product specialist to discuss the replacement on Monday.

The KM717 wireless keyboard and mouse is a $99 option its not standard

The KM636 is $49

The site for the XPS 27-7760 says it comes with the KM717. Maybe it didn't in the past?

The premier KM717 set is clearly advertised on the product page in all five models of XPS 27 AIO. No mention of KM636 whatsoever, even under customization.

http://www.dell.com/en-us/shop/desktop-all-in-one/xps-27-7760-aio/spd/xps-27-7760-aio

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@Dcnmwrote:

1. The premier KM717 set is clearly advertised on the product page in all four models of XPS 27 AIO.

2. No mention of KM636 whatsoever, even under customization.

 

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1. Agreed

2. Agreed. Actually, of the 5 configs presented to me on the USA website, they are all "Express Delivery" pre-builds ... which means no customization. You get what is listed there.

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@Dcnmwrote:

On the landing page
http://www.dell.com/en-us/shop/desktop-all-in-one/xps-27-7760-aio/spd/xps-27-7760-aio
after selecting View Details of the least expensive XPS 27 build that starts at $1499.99,
under Software & Accessories, you can customize.

It appears that additional charges of $74.99 will be applied to choosing KM717, which is not right already, as previous page indicates that the accessory is included. In addition, there is no mention of KM636.

 

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Yes, I saw that and I am agreeing with you.

However, you are not Customizing the computer. It's a "Express Delivery" model, so it's pre-built. What you are doing is adding additional Software & Accessories. If you were to click there, you would end-up with two sets of Keyboards and Mice.

@Tesla1856: Understood. Thanks for clarifying, it's very helpful and much appreciated. Do you know what are those Item Numbers on the invoice and how to make sense of them?

The description for this item number on the invoice is: "Module,Keyboard,Mouse,AMF,W8,W ireless,Ship In Box," and doesn't make much sense to me either.

(In my prior comments here someone or something replaced the item number in question with " ." What that suppose to mean?)

You should not post the service tag information publicly.  That ties to your personal information -- the forum software removes service tags from posts to protect the system owner's personal information -- just as you should not post your car's full VIN number publicly.

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@Dcnmwrote:

Do you know what are those Item Numbers on the invoice and how to make sense of them?

 

Not really, but try this:

Account, Order Status, All Orders, Order Number, View Product Details ... copy and paste that.

But regardless of what is says ... according to the USA website, you simply got the wrong Keyboard/Mouse set put into your box. It should only take a Dell Manager or Resolution Expert (if they still have those) a little while to correct this.

I see this form is still online:

http://www.dell.com/support/incidents-online/us/en/19/email/unresolved

There are also Dell FaceBook and Twitter that reportedly get a lot of attention (at least publicly and initially).  

I tried the form you shared, thanks.

The description for this item number on the invoice is: "Module,Keyboard,Mouse,AMF,W8,W ireless,Ship In Box," and doesn't make much sense to me either.

Order's product details only gives this:
"Onsite/In-Home Service After Remote Diagnosis, 1 Year
Dell Limited Hardware Warranty Initial Year"

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@Dcnmwrote:

 

1. Order's product details only gives this:
"Onsite/In-Home Service After Remote Diagnosis, 1 Year
Dell Limited Hardware Warranty Initial Year"

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Oh, I guess because it's "not Custom" .

The one for my custom-built Aurora-R6 is long and lists every option.

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@ejn63wrote: You should not post the service tag information publicly.  That ties to your personal information -- the forum software removes service tags from posts to protect the system owner's personal information -- just as you should not post your car's full VIN number publicly.

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@ejn63: I wouldn't imagine, that the item numbers from the invoice are in any way tied to customer's personal information. It's just an item number, or in other words a manufacturer's part number, isn't it? I am not sure, why an item number would be considered a service tag. It doesn't make much sense to me.

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@beamermt79wrote:

The site for the XPS 27-7760 says it comes with the KM717. Maybe it didn't in the past?

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He finally revealed in the other thread ... that this was a Refurbished Dell System purchase ... not retail new.