Advantage Rewards

Question

After more than twenty separate calls, Facebook messaging and emails, I still have not received my 10% Dell Advantage Rewards. It is now over twenty days since my order. I need to have this fixed as soon as possible. Countless people make promises that they will fix this but they never do. I seriously regret having anything to do with this retailer but would like to receive what I am entitled to before I ditch Dell for good. Thanks.

cathaleen · Accepted Answer

A fellow abused Dell customer here just offering my experience in the hopes that it helps you...

In order to obtain the 5% cashback from Dell Rewards (10% if you purchase using a Dell credit card) one has to click the 'claim your rewards' while viewing the items in your shopping cart, before checking out.

Clearly a system designed so that you miss this step and become disqualified for the rewards.

If you successfully found and clicked the 'claim your rewards button when viewing your shopping cart (and before checking out) you would have noticed a new items in your cart with the cost of 10¢ and a 10¢ deduction from one of your other items. You also would have notice the option for free 2 day shipping (which can be overlooked as other offers for free shipping exist).

Log into Dell.com and look at your order history and see if you have an order for something that cost just 10¢ submitted the same day that you placed your other order. If it is not there then you did not select 'claim my rewards' prior to checkout and Dell is likely going to tell you to pound sand.

Of course if this is what happened and you are still within the return period of your product you can arrange a return and then reorder.

Hope this helps.

ps. Here is a link to the FAQ for the Dell Advantage Rewards program. Note under the heading "Basics" the question "How do I claim my Dell Advantage Rewards"... it articulate the need to "claim" rewards before checking out... IT IS NOT AUTOMATIC, clearly a design to avoid having to pay rewards altogether.
www.dell.com/.../faq

robert p · Answer

Hi Loxian,

Thanks for posting in the Forum.

I apologize for the confusion regarding your Dell Advantage Rewards. According to my research, this program is through qualified purchases using your Dell Preferred Account. Here is the information about the program, and the rules for the purchases.

http://www.dell.com/learn/us/en/6099/campaigns/advantage

Hope you find this information helpful.

Regards,
Robert

loxian · Answer

Perhaps you did not read my original question (where are my rewards?). I am more than aware of the program, its terms and conditions and the definition of qualified purchases. Perhaps you overlooked the fact that I had made in excess of twenty calls to various departments in an attempt to secure the rewards that were due to me. Regardless. It now seems that someone, somewhere in the Dell organization has finally resolved the issue and has sent me some kind of gift card. It may not be the Advantage Rewards, but it will suffice. Engaging with Dell Customer Service is more painful than having a root canal without anaesthesia.

cathaleen · Answer

ps. As seen in the FAQ page previously mentioned...

"You will get your rewards on a Dell promo eGift card, which you will typically receive within 10-20 days of ship date. It carries an expiration date of 90 days from date of issuance."

Note they say "Typically" and count days from SHIP date, not ORDER date.

loxian · Answer

Thanks for your information. It's obvious that the rewards program is designed to be as convoluted as possible so as to entrap many customers so as to avoid paying out. I did read the terms and conditions very carefully and did select the 'claim your rewards' option, and indeed a $0.10 order appeared, and still appears, in my order list. Still, no advantage rewards ever materialized. After 25 calls, perhaps 15 emails and a Facebook web chat, I have been sent a 'gift card' which probably makes up for the lack of advantage rewards. Nevertheless this should be a straightforward process and it isn't. I even considered returning the item (a large TV) and the rep I spoke to didn't seem to care, despite pointing out that the shipping cost would probably be very close to the value of the rewards! I now have to use two gift cards within 90 days and be rid of this wretched organization once and for all. I had a bad experience with Dell UK in 1999 and swore never to use the company again. Now I'm in the US, I thought after 16 years, things may be a little different. How wrong I was.

cornetjr · Answer

The dell advantage rewards program is the biggest joke going.  Why even offer it if the intention is to put 90 day limitations when it takes a month to post.  Moving to apple.

Sachiv · Answer

Thank you for your detailed explanation. I spent more time to figure out the way to claim my reward which apparently I missed to claim at the time of ordering, then the amount of reward itself. Never expected Dell can go this cheap. Anyway, since I do not get reward, I will choose some other brands.

But there are many deceived customers like me who apparently have faced missing on reward because of this awkward and 19th century claim method.

Sachiv Mehta

Htrent1993 · Answer

as long as you have enough points you can completely pay with them?

Customer Care

Advantage Rewards

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