UNSOLVED
Not honoring coupon code
I am currently on hold for a supervisor ( 29 minutes and counting) I specifically asked the agent "Emerson" to not just leave me hold....which is exactly what he did. At 30 minutes a new recording came on telling me to wait for the next available agent ( "Henry" eventually came on) That right there tells you what kind of customer service Dell has.
On 9/5 I tried to add a coupon for 35% off Dell outlet ($2VNW6Q82MXD1T) In my cart It kept coming up need more information. I contacted Dell using Chat...the agent told me the coupon code should work,
("As I can see, this coupon should work on this monitor as it covers anything under Dell Business Outlet. However I've already tried to apply it here on my end however it does not work with our system.")
He gave me Dell Outlet's number, but unfortunately they were closed. As the coupon was expiring that night, I decided to place the order with the code entered in my cart with the hopes of rectifying the situation when Dell outlet opened on Monday. I took screen shots and obviously saved a copy of the chat.
Well that was my mistake thinking that Dell's customer Service would be able to take care of any problems. So after multiple chats, having to explain the situation to at least five different agents, getting placed on hold, hung up on, I finally reached "Henry" who was helpful but powerless to answer why the code wasn't accepted or how he could fix the situation. At least I believe he ( probably the only one) honestly wanted to help. He transferred me to "Robert" I think a supervisor. His solutions was to cancel the order, or give me $15 off ( BTW the coupon code was worth $48.65). Which is ridiculous, like I don't know how to cancel an order? I have no idea what the $15 is about......and I still don't know why the code was not accepted, not one person could answer that question.
To me it is false advertising to not honor a coupon code that was clearly on the Dell web site. And then to use the excuse that they can't honor a code on an order that was already placed, even though that code was in my cart. Robert did tell me that the call was recorded and gave me this number for that recording 916818610.
At this point in time it's a matter of principal, I can easily, and will, just order another monitor. I just hate poor customer service and false advertising.
Robert P (retired)
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9396 Posts
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Posted September 8th, 2015 10:00
Hi qxq,
Thanks for posting on the Forum.
I apologize that you were unable to take advantage of that coupon. All Dell coupons have expiration dates and particular rules for their use. Here is a similar coupon for a different promotion and the legal description that goes with it.
Dell Coupon Offer: Offer valid 4/30/2015 7:00am - 10/30/2015 6:00am CST or 20,000 redemptions, whichever comes first. Coupon is good with select other offers, but not with other coupons. Coupon is valid on select order codes. Offer does not apply to, and is not available with, systems or items purchased through refurbished items or spare parts. Purchase limit of 3 items per order. Not valid for resellers and/or online auctions. Dell reserves the right to cancel orders arising from pricing or other errors.
If you received the coupon from a Dell website or some other method, this legal description will accompany it.
Now with that said, it is possible that the maximum number of redemptions had been reached by the time you attempted to use the coupon with your order, or there may have been a conflict with the order code that was being used.
If you have the order number, please send it to me in a Private Message and I'll be happy to look into it.
Regards,
Robert
Robert P (retired)