Dell XP’s fiasco

I want to start out by saying I have been a grassroots dell customer my entire life. All of my family have been dell customers, plus all the computers for our previous business have been dells, 12+ computers over 10 years for just that. Therefore, when my old xps (2010) started acting up late last year I stayed pondering the idea of an new xps. I decided to by the XPS 15 2in1 after hearing such great thing about its little brother the 13”. This is a $1900 flagship laptop, not to mention I paid $400 dollars for the 4 year protection plan, and believe me I will be using it to milk every nickel out of dell over the next four years that I can. 

A tinge of hostility in my last comment? Well, I have never been so blatantly insulted, offered such lack of customer service, or filled with such hollow disregard from the, literally, 8 customer service representatives I was bounced between durning last expierience. When I bought my laptop, on the phone with a representative to ensure I got the rebates I qualified for, $100 student discount, and they were running a 6% back in credit on purchases on what I was told was going to be a gift card physically mailed to my address in a couple weeks. Therefore, with no sense of urgency on my part, and the inherent notion that gift cards don’t expire and should be held on credit in the customers name. The two weeks went by and no gift card in the mail but making an hour call to dell to sort it out always fell down down my priority list, working full time and being a full time student. Anyway, at the end of the semester, 3 months and one week after purchasing the computer I finally decided to call dell to see if they could remail my card so I could order a mouse and stylus. After getting bounced past the first two representives, I was told that my rebate was in terms of some arbitrary thing called “dell points”, and had to be claimed online. This was new information for me and the only time I’ve ever logged into my dell account was to check the shipping status on my order. I was informed that these mystical “dell points” had expired a week prior and nothing could be done so I insisted to talk to another representative because I’ve always held the notion that money doesn’t just expire, I’m sure the apr I owe dell on my computer won’t just disappear into thin air. Anyway, it appears that dell has somehow transformed bone fide currency into some ridiculous arbitrary notion of money where they control all the factors of its existence. I have never been more infuriated by the smug self righteous demeanor all of the representatives seem to carry about this ambiguous disappearing credit. Bank Loans don’t dissapear, home loans don’t disappear, and I’m sure dell finance loans don’t just “expire”, as a function of time. I was not given legitimate information by the representative, do youbreally think I would just let my “points” expire, I don’t wven know of there existence. I received no emails regarding there existence, nor even a courtesy email regarding there soon expiration. From what I can tell the whole notion of “dell points” are to be misinterpreted by customers who will either forget about them or don’t want to brave the black hole of dells customer service hotline. Whatever the reason, congratulations dell on figuring out how to make an extra buck, or 6% of $1900 and justifying it on your ridiculous ambivalent, bureaucratic, and quasi-moral notions of how to conduct business. I know I will not be receiving my rightful credit, it was made abundantly clear by horrible crew of employees in literally every branch of your customer service department. You can rest assured, that I will with every fiber of my being, project you and your product as subpar to anyone I know or even the casual, albeit, ignorant grandmother in Best Buy or Walmart shopping for a computer. Your previously loyal, now indefinitely estranged customer, 

-J