Difficulty Purchasing a Laptop

Question

I'm blown away that DELL is willing to let an almost 20 year customer go.  This is an email I sent to the DELL sales department with no reply!! To Whom it May Concern, I’ve never sent an email like this before but in this case I feel that Dell is without a debt failing in customer service.  I have spent the last three days attempting to purchase an XPS 15 Laptop under the 15% discount for Military Veterans and not one of the three sales reps that I have talked to had a clue as to what I was asking.  Each of them quoted a 10% off, which from my understanding, is offered to anyone using the TENOFF coupon on the DELL website.  I would have been more than happy to do it myself through the online order process but the Troop ID link that is under the DELL Military Discount to verify status just takes you in circles and never supply’s a coupon code.  I explained this as well and each of the sales reps continually went back to quoting the 10% off, never acknowledging that there might be something wrong with the system or that as a Military Veteran and still serving, I was eligible for a 15% Discount in accordance with what DELL was offering over Veterans Day. With the last rep I talked to, I went down the road of price match since obviously DELL was not going to honor what was published on their website.  He told me that Dell does not Price Match unless it is the same Dell product listed for less somewhere else.  This just blows me away!  Now there are two instances where the sales reps have absolutely no idea what product their selling, Sales Guarantees, and Sales promotions that the company they work for offer to their customers.  This is a quote from the Dell Price Match Guarantee of the DELL website: 'Dell.com wants you to love your new technology without worrying about price. If you find a lower price advertised on the internet for a similarly configured Dell, HP, Lenovo or Apple computer, or any identical electronics product, we will match that price.' I have found two other companies that are selling almost identically configured laptops, with the exception that one had a larger hard drive and the other a more RAM, for less!  One was $350 less and the other was $400 less. I am a firm believer in you get what you pay for, but why pass up a deal when presented with one.  This is why I have been a DELL customer since 1998.  I think that over the years I have purchased at least 6 Laptops, and 4 Desktops for myself and family from DELL.  My current XPS laptop is going on 5 or 6 years old, two deployments to Afghanistan and still going strong, maybe a little outdated though. I would love to make my next purchase from DELL but if it takes me three days and a rambling email just to get what is offered on the Dell website, well, I think I’m going to rethink who I purchase from next! v/r Dissatisfied Long Time Customer It's going on FIVE days now with no response!!

beamermt79 · Answer

Hello!  I would go here to access the Military Member Purchase site.  It looks like its a flat 10 percent off on top of any other deal you find on the website.

kiowapilot · Answer

Thank you for the suggestion, that is what I did in the first place but it takes you to a different website, in circles, and never produces a coupon code for the 15% off.  Called the sales team and they have no clue!  It really seems like a SCAM!

robert p · Answer

Hi kiowapilot, Thanks for posting. If you could post the URL for the website that shows the 15% discount, we might be able to assist you further.  Thanks.

kiowapilot · Answer

http://www.dell.com/en-us/learn/purchaseprogram/military?~ck=mn

This is the link to the DELL webpage for Military Discounts, it is now 10% that Veteran's Day is over, it was 15% over the Veteran's Day weekend.

robert p · Answer

Thank you for providing that. As you've said the page is showing 10%. I apologize, but I'm unable to find an internal reference for the 15% on Veterans Day. The only suggestion I could make at this point would be to contact the Unresolved Issues Team. You will need your SR Number. Here is the link:

http://dell.to/2g2zCSp

MSCII · Answer

As the Dell Veterans Day promotion is now expired (11/5 - 11/15) and the Dell Military page has been updated to no longer references the 15% discount, here are some links to other pages explaining the 15% Veterans Day promotion.

ID.me (partnered with Dell)

militarybenefits.info

AMVETS.org

aitp.org

MSCII · Answer

@kiowapilot If you have not tried contacting them already, Dell MPP Sales Support may be more helpful. Dell MPP Sales Support 1-800-695-8133 Federal_EPP_Programs@dell.com

kiowapilot · Answer

MSCII,

In response to your first reply, That is the page I initially went to last week that got me started down this road. I'm currently stationed in South Korea and I think there are issues accessing the Id.me website internationally. I told this to the DELL sales reps and they were clueless! I walked them by their hand to the DELL page advertising 15% for Veteran's and they never acknowledged it. They kept quoting me 10% off as if that was a better deal, but if I could have gotten 15%, I'm going to take it!

In response to your second reply, Lorna from DELL has contacted me, she forwarded my situation to an internal sales rep which I still have yet to hear from. thank you though.

As I told Lorna, I think at this point, I'm done with DELL. I've spent a week just trying to purchase a new laptop under a qualified DELL promotion! I haven't gotten anywhere and I feel like I'm teaching DELL sales reps about their own PRODUCT PROMOTIONS!

Thank You for the reply, it's sad that someone not affiliated with Dell, I'm assuming your not, knew exactly what I was talking about and supplied appropriate contact info. Where a DELL Rep, not naming names, Robert, had no clue and sends a link to a Dell Unresolved Issues Team that doesn't even handle this type of situation.

MSCII · Answer

... Thank You for the reply, it's sad that someone not affiliated with Dell, I'm assuming your not, knew exactly what I was talking about and supplied appropriate contact info. ...

Correct, I'm not affiliated with Dell. I'm just another customer in the middle of yet another struggle with Dell trying to resolve an issue they caused, and saw your post.

The Dell's 15% Veterans Sale was widely promoted online (as shown in my previous post). If I was affiliated with Dell, I would be embarrassed by my Sales & CS staff for not knowing about it.

... As I told Lorna, I think at this point, I'm done with DELL. I've spent a week just trying to purchase a new laptop under a qualified DELL promotion! I haven't gotten anywhere and I feel like I'm teaching DELL sales reps about their own PRODUCT PROMOTIONS! ...

Truly embarrassing for Dell, and more than understandable to take your business elsewhere if Lorna fails to make it right.

Ps. Just in case everyone you've spoken to at Dell has failed to do so, "Thank you for your service." I hope South Korea is treating you well.

kiowapilot · Answer

No problem, just doing my job. Korea wouldn't be so bad if I could get somebody from the DELL sales team to contact me so I could buy a laptop...

NOPE still haven't heard from anyone...

guess it's time to start looking at some Macbook Pros...

at least APPLE has a straight forward Military Discount offered year around.

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