Wrong item ordered based on chat with Dell

Question

I had ordered a Dell Stereo USB Monitor Soundbar AC511 based on the recommendations of the Dell representative on Chat for my U2312HM monitor:

05/09/2014 10:33:05AM Agent (Zaldy M): "For the soundbar compatible to the U2312HM monitor, we got here this Dell AC511 Stereo USB Sound Bar for $35.99."

05/09/2014 10:49:04AM Agent (Zaldy M): "So you are purchasing this Dell AC511 Stereo USB Sound Bar"
05/09/2014 10:49:07AM Shailendra: "ok"
05/09/2014 10:49:40AM Shailendra: "which u r confirming is compatible with the U2312HM monitor"
05/09/2014 10:49:56AM Shailendra: "if so, then yes"
05/09/2014 10:51:02AM Agent (Zaldy M): "Yes, it is compatible with Dell U2312HM monitor"

and when I received the item it did not fit and after 5 HOURS of calling and waiting on hold with VARIOUS departments of their Customer Service + Technical + Returns + Home etc NOBODY is willing to solve the issue and everybody keeps telling me to call another department.

They have even acknowledge that they gave the wrong information:

"Sorry for the confusion, but upon double checking the sound bar is not compatible. Here's what I can advised you to do you need to call the Customer care department so that they can set up a return for an exchange or a refund. We sincerely apologize for this inconvenience. The direct phone number is 800-624-9897."

Why should I go to the extra trouble of returning the item and then ordering the new item and waiting again?? I have already ruined my entire day just calling and being on hold with DELL support. Shouldn't they do something to make this easy for me since I ordered the item based on what THEY recommended and trusted them????

zbestwun2001 · Accepted Answer

Fill out this form. Don't forget to tell them you need a return shipping label either emailed or mailed to you.

Give Dell 3 business days to reply or so

This will escalate the issue, let me know what they say?

Z..............

zbestwun2001 · Answer

PMulay

Not sure what you have in mind in making it easier for you?

True, it's their mistake, but besides sending you a return shipping label to return the sound bar and then sending you the correct part what else can they do?

Z....................

PMulay · Answer

zbestwun2001,

I have yet to speak to somebody who can do this. So far I have spoken to the tech people to find out which one is really compatible, then to the CS who said I have to speak to some other CS, then to the returns department to get the label. Does it really work like this? No one point of contact to get the job done?

zbestwun2001 · Answer

PMulay You're very welcome, glad I could get this straightened out for you. If you need me in the future you know where to find me. Z........

PMulay · Answer

Thank you zbestwun2001. They got in touch with me, and offered a money back, and plus took care of the shipping, all in one quick phone call. This went a long way to address my concerns. I appreciate your input.

Customer Care

Wrong item ordered based on chat with Dell

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