I bought a new Alienware laptop recently and thought I would send my old one in for recycling. I was quoted a little over $100 to recycle, seemed light since it was still fully functional but OK, let's get it in the hands of someone who will try and recover as much of it for reuse as possible. It was a good computer but was starting to hang on bootup occasionally. I sent it in as described and was issued about half the estimate for "scratches" and "less than new battery". OK whatever, it was used but what were you expecting? What was I going to do anyway?Ask them to send it back at my expense? I didn't think they were actually trying to recycle the cases is is. Hopefully they aren't just cleaning these up and reselling them. And, the battery is NEVER going to be new even though I had to replace it several times. A 6 year old laptop is going to have scratches and NO Alienware laptop battery is going to be like new...ever. 

Anyway, I get my $50 credit and decide I will burn it up by purchasing a copy of Adobe Photoshop through Dell and burn it up. I won't be buying any more computers direct. at least for a couple years anyway so the credit will most likely expire or something. I take a lot of photos and may actually be able to use it at some point.

All is good until I try and redeem my purchase. The redemption code they sent me is INVALID!?!?. Was I just scammed? I try and contact Dell who makes it almost impossible to figure out how and who as I am routed through one FAQ menu after another and finally hopefully find the correct party form. After a day, I get a message back that Dell isn't capable of helping me and I have to contact another support division. How is this possible? Dell can't help me? Really? So, in disbelief, I hop on chat after some more searching and file a support request actually engaging with a real person virtually. Obviously, I am not happy already with the time spent trying to correct an issue on something that should have been really simple but manage to remain cordial. They take down all my info and assure me they will resolve the issue and send me an email once done. Several hours later, I get an email, not with a replacement redemption code, not with a refund or any form of resolution but with a phone number to Adobe to have them assist and resolve the issue.

At this point I am done, and invested several hours in to the process.  If I paid myself minimum wage for the effort, I would have already spent more time than the product is worth to start with. I don't have time for this and certainly can't spend hours on a project to try and resolve an issue that isn't my fault. Any business on earth knows that if they don't provide a usable product in a business transaction, they have to make it right. No questions asked.

Dell has been less than useless. If the code they were sent by Adobe is invalid, that is between Adobe and Dell. Not me. All I want is either the product I purchased, or a refund without dispute or runaround (no not a credit, that is what started the problem.) 

Once this is done, if ever, I am completely done with Dell, even if they offer the software for free at this point. After doing business with them for well over 30 years, what used to be absolutely stellar customer support, is just abysmal. I don't appreciate being shorted on my recycle credit or the runaround and certainly don't deserve to be ripped off. Also, I used to get the best prices from Dell direct. Guess what, it's actually cheaper to buy Dell products through a 3rd party distributor like Costco (same exact products). There is ZERO reason to go through Dell direct and you will get better prices and customer support as well. Not only that, but if something goes wrong, you can get a friendly refund in minutes without issue.

I filed a complaint with the Attorney General to try and get my money back as I am done playing self serve support for nothing. If Dell can't deliver products, they shouldn't be in business. Customer service has become so bad that purchasing from Dell may very well be a complete SCAM. Not intentionally I think, but because they are so poorly managed, they simply cant function effectively.