Alienware-Trade in Program.

Question

So back in July I went to http://www.alienware.com/landings/trade.aspx to trade in my Alienware M14X R2 and I got a nice quote and did a trade in.I wanted to trade in to get cash back so I could go to a store and try out some ultrabooks or light weight laptops as I was starting a new job that has me travel alot (in a new city each week). Anyways I ship the laptop out it and supposedly It took almost a whole month just to get a notification that said they received it and will be issuing payment in 30 days. Well in the digital age with them doing a direct deposit into my account you would imagine that this would be a fast process, but no. So nearing the 30 days I send an email to alienware@trade-in-platform.com Well it was about as useful as talking to a rock and about this time I start my job. I give it its 30 days and some and still no payment I do a live chat and with a guy and he gives me a phone number to call and an email address. So I give the number a call (1-800-624-9897) and I get sent back and forth between customer service and sales before I had to go (my job keeps me traveling, busy, and on call). So digital communication is really the easiest way to get any form of work done. So I try emailing US_DHS_Order_Issues@Dell.com (the address I was given during a live chat.
no response or acknowledgment. No surprise. I am busy so I don't get another chance. So I try alienware@trade-in-platform.com again titled Urgent and explaining my experience and lack of payment and threaten. Alas I get a response apologizing and saying that they will forward the message to accounting. Well a fews days passed and I would have expected "accounting" to contact me in some form or way about my refund. Quick to take your money buying a product, reverse process of issuing money. Exact opposite. Well I can't say that, cause i wasn't even issued any. With being on the road I really don't have time to deal with this. So when I get a chance in the next few days I will be filing a claim and let them handle it. Unfortunately for Dell and Alienware my opinions are widely sought after by many of my friends and colleagues. The long story short. Did the Alienware Trade in program. Never got paid. Never really got responses until I had to threaten action. No follow up. Will be taking action.

jonathanclift · Answer

Well it's nice to know I'm not the only one out there in this situation. The situation described is almost exactly what happened to me as well. I DID contact the who forwarded the information to Dell, who contacted me and tried to resolve the problem.  I was promised by a dell agent that money had been sent.  I received the promise on Oct. 1 that the check was 'in the mail.' It is now 10/13/2013 and no check.  I am furious. Dell has essentially stolen my old laptop from me after promising to pay me money for it. If there was some sort of issue with the routing number, or account number you'd think they would jump all over it and let me know they tried to pay.  You would also think that if they sent a check when promised they'd be contacting me if my address were wrong.  None of them are wrong.  All of my information is correct.  I should charge them interest.

LVNeptune · Answer

File a dispute with your credit card with the purchase you made for the Alienware or whatever in the amount of the rebate. Send them documentation stating you sent everything in and it is passed their period where they should have paid you. You will win this easily. If I can't send in the consoles I plan on disputing $1,000 out of my purchase since I was sending in 5 systems.

LVNeptune · Answer

Wow...This is not good news. Also that email address is disabled now. It's not even working. Nevermind. The email the agent gave me was wrong. They told me @trade-in-program.com it was @trade-in-platform.com

jonathanclift · Answer

No, this is not good news.  Even the terms and conditions promise payment within 30 days after the received the equipment.  I did not even receive an evaluation document for 30 days after they received my old laptop.  Now, I am two weeks short of 90 days from the time they evaluated my laptop, and have not been paid for my old laptop. Regular dell customer service is also useless. The girl who answered the phone told me to call up my local Best Buy.  I screamed at her yeah, maybe I shouldn't have, but what on earth does BestBuy have o do with my trade  in? Not only is Dell customer service incompetent, they are downright. I will never buy Alienware or Dell again.This is absurd!

LVNeptune · Answer

Yes, that makes ZERO sense. The problem is this is handled by a third party company, Dataserv. I am upset because I have over a thousand dollars on the line. I was told by numerous Dell reps that I could send in as many consoles as I wanted to and get $200 back for each of them as long as I have one new Alienware purchase.

LVNeptune · Answer

This is the number I was given: 609-235-0867 that goes to Dataserv New Jersey

LVNeptune · Answer

What extension did you hit? No one picked up for me...

jonathanclift · Answer

no extension dialed, they just picked right up.

jonathanclift · Answer

calling the number for dataserv @ 609-235-0867 was a waste of time. The girl who answered apologized and advised me to contact dell customer service. Dell customer service was completely ignorant of the trade-in program and was even belligerent with me.

Locked Topics – Alienware General

Alienware-Trade in Program.

Was this post helpful?