Dell Reward Points Missing Mega Thread

Question

Important Update Regarding Your Dell Rewards Balance Dear Dell Community Members, We sincerely apologize for any issues that may have occurred with your Dell Rewards balance as a result of a program update that took place at the end of May. We understand how important your Rewards balance is to you, and we want to make sure every member's account accurately reflects what they've rightfully earned. If you believe your Rewards balance is incorrect, we encourage you to reach out to our Customer Care team, who can review your account and help correct your balance as needed. How to Get Help: Please visit our Order Support page to connect with a Customer Care agent: Dell Order Support Sign into you Dell account and ensure the Orders page is open Click on the Get Help Option next to your most recent Dell purchase Input that you are missing reward points to the Virtual Agent It should prompt you to email customer care and create a case Enter your request details for the missing reward points A Customer Care agent will be able to review your account and help correct your Rewards balance. For those without a Dell Order, you may create a new post on the Customer Care board requesting a review of your points.

Queendiamond · Answer

Hi! I have this issue - someone without a Dell order. Could you please send me a link to where I can creator a new post on the customer care board? thank you.

Troy A · Answer

I am having this issue and don’t have a dell order

Eldentarnished · Answer

I am also having this issue as well and would like to get it fixed, last Thursday or last weeks did not show up. Please let me know what I can do to get this fixed. I also do not have a dell order.

thanks

brillo_pad_boy · Answer

I am also having this issue and cannot get the email link to show.

dnnlee · Answer

Would this issue solve eventually on it's own. or do everyone have to manually email the rep? my reward balance isn't showing anything, as in not even a Zero. it's just blank

ramrupr · Answer

I'm having an issue with this still, I don't have an order number, but I've just made a new post, thanks.

acl42 · Answer

Hi, I have this issue and don't have an order. I would like to have a link to create a post on custom care board. Thanks

nukesplosion · Answer

PSA, if you message them and they tell you to wait 3-5 days and then text back, make sure you send a text there at least every day. Telling you to wait is a trap to close the DM conversation because the chat closes after 3 days of inactivity.

When they DM'd me, they said: "Due to migration, the rewards are displaying incorrect information at the moment. Please give 3-5 business days, as the issue is being worked upon. Incase issue persist, please drop a message. We will be happy to help."

When I asked for more information, they just copied and pasted the same thing again. When I tried to reach out 3 days later, the chat was closed. Very classy, Dell!

2220541 · Answer

@nukesplosion​ Yes, they don't have a plan in place and are closing requests without resolution. This speaks volumes. They closed my ticket and won't respond back unless I open another one. I was referred back to Alienware. And Alienware referred me to them. They moved my original comment to a new post and have been ignored since. Don't expect assistance unless it was an purchase. Everything else will be discarded regardless of the effort you put into it.

Carthagin1an · Answer

@nukesplosion​ Yup, can confirm the same happened to me. I'm continuing to raise the issue but I know it's not getting fixed. Dell's a joke.

Tranquil_10 · Answer

I had over $100 and more than half of it went missing. I cant create a ticket because i never ordered anything from dell.

I have never used my rewards and I have proof from AWA that I should have over $100, instead I have $50.

Please help

mtruong6e2f13 · Answer

i'm from Canada and i've opened a ticket, and it's been over 12 days and points have still not been restored; while i'm being asked about previous purchase orders when I've clearly provided screenshots and DRP points accumulation history.  Anyone else from canada who are missing a large amount of points and Dell Care is giving us the run around?  For those that don't know; Canada terms and conditions are different than other countries

2220541 · Answer

Reposting.

Alienware Arena Background.

The site experienced this problem on Friday, June 5th, where the Friday's 500 DRPs claims gave an error and where not credited. Alienware Support is actively referring us to Dell Support. Upon following @DELL-FAQ guidance, we reached to Dell Support. This Team is referring us back to Alienware resulting in an endless unresolved loop. Let's remember that both support departments are under Dell.

Dell Support Team simplified response: "Upon checking, we found that Alienware Arena is a separate platform (alienwarearena.com) and is currently out of our support scope." Furthermore, Alienware Arena is the official community and rewards platform created and operated by Alienware, which is a wholly-owned subsidiary and gaming hardware brand of Dell.

This is not the kind of support we expect from Dell. Hope that this opportunity for improvement is taken into consideration.

After 1 month, nobody from Alienware nor Dell support teams are actively addressing the missing points. Both teams stopped responding messages and issue remains unsolved.

BlueTitan · Answer

I’m experiencing the same problem — my entire rewards balance disappeared suddenly. Can someone assist me with this?

Customer Care

Dell Reward Points Missing Mega Thread

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