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7451
June 24th, 2009 13:00
Customer Frustration
I tried to send the following message to customer service and unresolved issues and could not send to either greoup.
Dear Sirs,
Thank you for your time. I am writing as a disappointed repeat customer.
I recently ordered an Inspiron 537 online and the price with shipping and tax was $613.05. Before receiving my order I received a Dell Direct email as a repeat customer and it had an offer for the same Inspiron 537 with the same features and hardware for $562.74.
I talked with Nigel and Brett in your Customer Service line and they read from the textbook spiel that Dell does not honor a lower rate on the same promotion.
One of the suggestions was I could return the first computer and reorder a new one at the lower rate. That does not make sense as you would then have to sell the returned model as refurbished.
Many companies would honor the lower rate especially since I have not even received the original order at this time.
I know I am just a single person and not a large corporation ordering from your company. I think fairness is one of the virtues that your company was started on and you would at least value customer loyalty in this market climate.
Thank you for allowing me to share my frustration with your ordering policies.
Kirk Stanley
Suggestions as to who to foward my frustration to?
Thanks
Kdsreferee
jomac30
8 Posts
0
June 24th, 2009 14:00
this is your chance to get out of buying a Dell. Do you want to spend 24/7 on the phone with someone in India who doesn't speak English and reads from a script?
Send it back and rejoice.
hrova
2 Intern
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2.2K Posts
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June 24th, 2009 14:00
There was a time when Dell had a written Price Match policy, but it has disappeared. Even then, Dell specified that the price match had to be on EXACT same system components, and, more importantly in your case, that promotional prices would not be considered for a price match.
Sometimes, I have seen moderators step in and try to get users in your case help, but that is rare. What you have been told is Dell's official policy.
7star4u
64 Posts
0
June 25th, 2009 02:00
Dell has always given best prodcts and service atleast what I have experienced,
If ur going to call with a negative experience in ur mind surely ur going to get it.
Cheers
jomac30
8 Posts
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June 25th, 2009 10:00
I did NOT call with a negative experience. Dell service is terrible. I've given them every chance to repair my laptop. I've sent it back to them to work on so many times that it spends more time at the Dell repair depot than with me. They send it back to me with more problems than it had when I sent it to them and still don't fix the problem. You must be one of the few lucky ones.