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I traded my laptop to Dell on 10/22/13. I then received an email on 11/14/2013 that Dell has received my laptop and then I got another email on 11/14/2013 that my trade-in was approved and the money that was agreed upon would be send to my account in 30 days. Well it is now 1-3-2013 and the $620 that was agreed upon has not been put into my account. This seems to be happening to a lot of people and not only me. I have tried to email, chat, and phone Dell about this matter and the funny thing is No one even knows about this trade-in program. Who am I supposed to talk to on this matter. I either want my money or my laptop back. Right now Dell has my property.
2245
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Posted January 3rd, 2014 21:00
The website states, "you’ll receive cash via bank transfer for your system’s value within 40 days.". That is business days, not weekends. So it should not be until 1/9/14.
UPDATE - It is supposed to be 30 calendar (not 40 and not business) days. The site will be corrected.
DELL-Chris M (old account)
#IWork4Dell
2249
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Posted January 3rd, 2014 22:00
Dell you really need to get your act together. This is pretty bad on your part. Does anyone in your company know what is going on?
Dear Mr. ,
Thank you for participating in the Alienware TradeUp Program. Your return process has now been completed. The quote you agreed will be transferred to your bank account within the next 30 days. For further enquiries please contact Customer Service: alienware@trade-in-platform.com, and provide us your name and quote number.
Sincerely,
Your Alienware Trade Up Support TeamOh and I have contacted alienware@trade-in-platform.com over 5 times with no answer. That is pretty sad on your part also. Does anyone even get those emails?
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Posted January 4th, 2014 13:00
Still no answer from Dell on this and not a single person can let me know who I can contact about this issue. They give out emails address that no one answers your questions. Email says 30 website says 40. Who am I to believe? Who can I make a complaint about this issue. This is a very serious issue to have 10 day difference between the website and the email. Dell needs to be held accountable for their mistakes. If it is 40 business days maybe you all should put that on the website as 40 business days and just not 40 days. So who am I to contact that Dell has stolen my laptop when the 9th comes and I still don't have the money promised to me?
UPDATE - It is supposed to be 30 calendar (not 40 and not business) days. The site will be corrected.
DELL-Chris M2249
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Posted January 4th, 2014 20:00
I was about to do the trade-up but will hold on to that thought for now after reading OP's issue.
2249
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Posted January 4th, 2014 21:00
The FAQ is wrong.
DELL-Chris M (old account)
#IWork4Dell 2249
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Posted January 4th, 2014 23:00
So it should be corrected. Any web developer could fix that in about 3 seconds. It is truly sad how poorly this entire program is being run. ELLD, thanks for pointing that out on the FAQ, it will help me build my case and I will let you know if I ever get paid on this deal. You also notice nowhere on the site does it say business days. It says word for word 30 days after we receive your equipment. I can't wait for the 9th to come and no money, because I am sure the next excuse will be. Oh wait you can't count the holidays because that is not a business day either. There is absolutely no reason it should take this long to get your money.
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Posted January 5th, 2014 08:00
. Xabiss did the due diligence of contacting Dell through multiple channels but to no avail. Without knowing what is causing the delay, I am skeptical of sending my own machine in.
Although I don't remember reading many other problems like this, I imagine it can happen.
ELLD, That probably is your smartest move if you are so unsure if it will be handled incorrectly, please, DON'T SEND IT.
What you have on the Dell site is a simple error, let's not call out the calvary out on this one.
Someone just made an error, but Chris is correct, it is 40 days.
I imagine if I looked hard enough for other errors I could find them, so they get fixed.
There are errors on all webpages on all websites...trust me.
There's also a lot of passive/aggressive language going on in this thread.
Z...........................
2249
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Posted January 5th, 2014 08:00
Xabiss, you're welcome. Please do post your reply with your progress.
On another note, I am sure some people have gotten their payment without any issues, but what's alarming is that OP is not receiving the customer service that OP deserves. Xabiss did the due diligence of contacting Dell through multiple channels but to no avail. Without knowing what is causing the delay, I am skeptical of sending my own machine in.
DTaylor1969
33 Posts
3167
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Posted January 11th, 2014 08:00
Xabiss, you are not the only one. I received the email, promising payment within 30 days on Nov 11th, still nothing.
Emailed on Dec 29th- got a promise of expediting payment- still nothing
Emailed again Jan 2nd- no response
Alienware/Dell customer agents to include a manager have been nothing but rude and ignorant.
The 609 area code number they give is for a contracted 3rd Party who verifies systems submitted (and the only polite people encountered). I was informed they verified and submitted my info for payment on 18 Nov.
But be aware that this goes through Germany (which seems to be the source of the hold-up), but there is no one in Alienware proper (in Florida) that has responsibility for this, highly advertised program on their website.
I'm almost to the point of wondering if filing a police report for fraud or theft in FL would get a response, since they have now had my laptop for over 2 months.
It just may be time to return the M17x, Venue 11 Pro and peripherals and find a company that has a sense of corporate integrity.