Difficulty Purchasing a Laptop

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!!