Thanks for your offer yesterday to look into my billing dispute. I would like you to know that I decided to return the computer and printer, so please suspend your research into my pricing/billing discrepancy.
Surprisingly, after I emailed a request for information on how to return the merchanise, I received email responses offering incentive refunds to keep the merchandise. Dell offered me refunds totalling $95. Although I am appreciative of Dell's gesture, the net result of my accepting the incentive offer would be that I will still be paying more for the purchase than I was led to believe by Dell's promotional offer. I.E., per the promotional offer, I was supposed to receive a credit of $129.99 towards the purchase of a computer if I buy a printer for $129, versus the current offer of $95 for not returning everything. Thus, I am still paying $34 more (plus another $10+ in sales tax) than if Dell had honored its advertised promotional offer.
I think my communications with the Dell sales/order department are impeded by language and culture differences. I sense that the personnel, inclusive of the manager that I spoke to on the phone in Dell's offshore call center, do not understand the mentality of the American consumer who expects a retailer to FULLY honor the terms of advertised promotional offers. At the beginning of this debacle, I had asked to speak to a U.S. based manager and he told me it was not possible. "Not possible" was also the term he used when I said I had purchased the computer and printer based on the infamous free printer offer.
So . . . this is the rest of the story and hopefully the return of the merchandise will be a smoother and more trouble-free transaction than my purchase. I am hoping that Dell's "hassle free" return policy is exactly as advertised.
I am having exactly the same problem, in addition my email order confirmation states "Promotional Dell V525w Wireless AIO Inkjet Printer - $129.99 removed from your PC or tablet order at time of purchase"
I was lamenting to a friend my mishaps. He orders regularly from Dell and coincidentally purchased the identical computer and promotional printer AND got the $129 credit towards the price of the computer, without ending up in Call Center Inferno.
1. There are indeed various "carts" when you order from Dell, depending on what part of the website you are in.
2. Make sure you put the $129 promotional wireless v525w printer into your cart FIRST. Then, select your computer and put it into the cart.
3. Make sure both items are in a cart labelled "member" and not "home".
4. The $129 discount will trigger automatically, and show up in the cart BEFORE you check out. Make sure it does before going through checkout.
So there it is for the uninitiated like myself. I went through those steps and it worked (but I didn't checkout - will wait until the return is processed on my last order before I dare order anything again on Dell's website)!!!
But, it still doesn't explain the Call Center kept telling me it was "impossible" and why they couldn't just make an adjustment.
i did put the printer in first & followed all the steps, I was in the member section, but the discount didnt appear before I checked out, but I figured as it said time of purchase, it would be deducted after entering my credit card details. But no, so then I figured that it would be deducted before the item was shipped...still no luck. I have emailed 3 times about this & not had a response at all....disgusting service! I will now dispute the transaction & also contact the if the issue isnt resolved pretty quickly. I would expect a company that deals with computers and electronic items to be able to set up a website to work correctly!
Aries94404
4 Posts
0
April 6th, 2013 18:00
Hi Lorna,
Thanks for your offer yesterday to look into my billing dispute. I would like you to know that I decided to return the computer and printer, so please suspend your research into my pricing/billing discrepancy.
Surprisingly, after I emailed a request for information on how to return the merchanise, I received email responses offering incentive refunds to keep the merchandise. Dell offered me refunds totalling $95. Although I am appreciative of Dell's gesture, the net result of my accepting the incentive offer would be that I will still be paying more for the purchase than I was led to believe by Dell's promotional offer. I.E., per the promotional offer, I was supposed to receive a credit of $129.99 towards the purchase of a computer if I buy a printer for $129, versus the current offer of $95 for not returning everything. Thus, I am still paying $34 more (plus another $10+ in sales tax) than if Dell had honored its advertised promotional offer.
I think my communications with the Dell sales/order department are impeded by language and culture differences. I sense that the personnel, inclusive of the manager that I spoke to on the phone in Dell's offshore call center, do not understand the mentality of the American consumer who expects a retailer to FULLY honor the terms of advertised promotional offers. At the beginning of this debacle, I had asked to speak to a U.S. based manager and he told me it was not possible. "Not possible" was also the term he used when I said I had purchased the computer and printer based on the infamous free printer offer.
So . . . this is the rest of the story and hopefully the return of the merchandise will be a smoother and more trouble-free transaction than my purchase. I am hoping that Dell's "hassle free" return policy is exactly as advertised.
regards,
Aries94404
lekylark
8 Posts
0
April 8th, 2013 08:00
I am having exactly the same problem, in addition my email order confirmation states "Promotional Dell V525w Wireless AIO Inkjet Printer - $129.99 removed from your PC or tablet order at time of purchase"
Aries94404
4 Posts
0
April 8th, 2013 19:00
I was lamenting to a friend my mishaps. He orders regularly from Dell and coincidentally purchased the identical computer and promotional printer AND got the $129 credit towards the price of the computer, without ending up in Call Center Inferno.
1. There are indeed various "carts" when you order from Dell, depending on what part of the website you are in.
2. Make sure you put the $129 promotional wireless v525w printer into your cart FIRST. Then, select your computer and put it into the cart.
3. Make sure both items are in a cart labelled "member" and not "home".
4. The $129 discount will trigger automatically, and show up in the cart BEFORE you check out. Make sure it does before going through checkout.
So there it is for the uninitiated like myself. I went through those steps and it worked (but I didn't checkout - will wait until the return is processed on my last order before I dare order anything again on Dell's website)!!!
But, it still doesn't explain the Call Center kept telling me it was "impossible" and why they couldn't just make an adjustment.
lekylark
8 Posts
0
April 9th, 2013 01:00
i did put the printer in first & followed all the steps, I was in the member section, but the discount didnt appear before I checked out, but I figured as it said time of purchase, it would be deducted after entering my credit card details. But no, so then I figured that it would be deducted before the item was shipped...still no luck. I have emailed 3 times about this & not had a response at all....disgusting service! I will now dispute the transaction & also contact the if the issue isnt resolved pretty quickly. I would expect a company that deals with computers and electronic items to be able to set up a website to work correctly!