Dell Stole My Computer

Question

I have been waiting for quite some time, hoping this problem would be solved through patience itself because I have had faith in Dell Services. As a loyal customer for nearly 16 years, I have had few problems, none of which caused me to stop purchasing from Dell. But, I have a serious problem that has not been able to be answered through numerous customer service calls, e-mails, Facebook, Twitter, and numerous other contacts. I want to believe in Dell, please help me. Back in December, I participated in Alienware's Trade-Up platform, where I sent my Alienware m15x in, expecting $450 back, and it was received by the company in New Jersey around January. I even purchased my second Alienware computer near the date of my trade-in, showing my faith in the company. From then, contact stopped completely. I tried contacting Alienware trade in platform e-mail, but they stopped responding after responding to my first e-mail. No one in Alienware customer service call center seems to know the answer, although I have contacted them between 10-20 separate occasions, being juggled between departments and never getting any help there. I contacted Dell customer service, they also gave no help. I have heard of one person who may have an answer, although a first name is all that I have been able to find, an employee named Jose (I'm sure he is a veteran employee). Even after all these mishaps, I still convinced my girlfriend to purchase a Dell computer when she was looking into a laptop to go to college again. I'm a valuable, loyal customer. Help.

DELL-Chris M · Answer

We do not have access to the 3rd party contractor "Dataserv USA" account which they are using to process the $450. This is all the contact data we have...

Email: alienware@trade-in-platform.com
Phone: 1-609-235-0867 Dataserv USA (The phone number is for a 3rd party contractor. They will be able to tell you if they received your turn in, processed it and sent the payment information.)
FAQ: https://dell.trade-in-platform.com/_ContentAlienware/FAQ.html

You should also try emailing our Alienware team here.
Subject line = Alienware Trade Up refund not received
Body =
Alienware Service tag number of returned system
Name:
Email Address:
Shipping Address:
Phone Number:

Customer Care

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