Another Bad Dell Customer Experience

Question

I ordered an XPS 13-9370, from the Dell Outlet, on 12 May (2 days ago).  918.00. I went ahead and ordered, because they only showed 1 in stock.  Supposed to be delivered tomorrow, 15 May.  Today, I saw, that they, now have 9 in stock. I was looking at the Dell outlet coupons, and noticed, that also, today, they had a 13% off of laptops 499.99 and up.  I called customer care and inquired, about them applying the 13%, to my order, especially, since I hadn't even received the item.  After, being put on hold 4 times, I was told that I would have to return the laptop and then re-purchase, to get the discount.  They offered me 5% off, but why would I take that, when they are advertising 13%?  The person said, that was the best she could do. I asked to speak to a manager 3 times and was told, there were none, on duty.  I know that's not true. I asked why, would Dell want to pay return shipping and then shipping back to me, plus the man hours to process, the return and then ship again.  Got the same 5% answer. I have purchased about 3000.00 worth of items from Dell, since January and I couldn't believe, they were ready, to lose 900.00 plus, over 120.00 and have a unhappy customer.  I know they can do it, because one of the laptops, I bought, had the same thing happen and the lady, gave me the percentage off, while I was on the phone, without telling me to return it.  So, I told her I would be returning it some other items, also, that are still within the 30 day window. So, they are probably getting about 2000.00 worth of items, back. I am sure another company, would be happy with my money, have better customer service and give me a manager, when I asked. Sorry for the long post.  Not really the about the money, just the principle.  Can't have different standards, for different people, that man the phones. Just needed to rant, for a minute.

Dell-SreejithR · Answer

Thank you for your message. As per the records, I see that the coupon you have is not applicable to this purchase. However, as an exception, the customer service team offered you a 5% discount on the total order to which you did not agree & later they could manage only a 10% discount on the total order which you have declined.

Not all orders are eligible for a discount since this was an exception taken the tool allowed only for a maximum of 10% discount & is a limitation & not different standard. The care representative would have provided you a 13% discount if that was an option & we would have loved to retain you as a customer.

I see that there is a return request raised as you declined all options & wanted to return the system.

philp40 · Answer

I never declined a 10% option. I never heard that offered. Only a 5% or return, was offered to me. The person said that 5%, was the best that could be done. I would have gladly accepted 10% and been more than happy. I did not want a return started. I understand that the discount started 1 day, after my purchase, so I asked if that would be honored. Would be a waste of all our time to return it, then wait for the money to be credited, to re-purchase and the sale would be gone by then. Also, I did receive the laptop today and I want to keep it, so if you can do 10%, that would be great. You are not going to lose me as a customer. This time just didn't seem like the normal customer service, I am used to. I was frustrated, also because of the language barrier. The person at one point, thought I wanted to purchase 9 of them. I am loyal to Dell. My company is a Dell partner. We purchase multitudes of equipment, from Dell, on a regular basis. I am also a certified Dell Sales Engineer. I am curious though, as to why the coupon didn't apply. The coupon states: 14-20 May 2019 Extra 13% - Buy More Save More 13% off any Dell Outlet Home laptop, desktop or monitor priced $499 and up with coupon. Free shipping and warranty included. Limit 1 per customer, while supplies last. Coupon code:499save13cs

Dell-SreejithR · Answer

I understand what you are calling out. Please contact the customer service team to get the return canceled & check the rebate option.

Since I am liaison & from the post-sales team my options on this will be limited. Reach out to me if you need further assistance with your system, I will be glad to assist you.

philp40 · Answer

Thank you. I am just trying to get this resolved, so I can update my post, so I can give someone, a thumbs up. I rarely post anything anywhere and do not, like to post bad things.

Dell-SreejithR · Answer

Glad to know that this has been resolved. I apologize for the inconvenience you had to go through & appreciate your patience on this.   Feel free to reach out to us if you need any assistance.

philp40 · Answer

UPDATE. Dell did give me the percentage off and credited, it to my account.  Assisted by a customer care rep, named Aslam Shaik, who constantly, kept me informed, of the status. Good with Dell, again.

Customer Care

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