I have purchased 4 Dell computers over the last 5 years, spending thousands of dollars with the company. I thought I would be considered a good, valued customer deserving of good customer service.
In May I received a letter in the mail from Dell [Home and Home Office dept.] dated 5/09/08. It thanked me for my purchase of a Dell Inspiron 1501 computer and advised that the warranty for the computer would be expiring on 7/4/08. The letter then proceeded to invite me to take advantage of a special offer — extending my warranty for 3 years at a cost of $299 AND getting $75 in Dell Dollars that I could use toward a future
purchase. The offer was valid until 7/4/08. The letter told me to have my Service Tag # and Key Code [provided in the letter] ready when I called.
Since I was planning on buying a computer and printer for my husband later in the year and could take advantage of the offer promised, I decided to call. On 7/2/08 I called and spoke with a sales rep, and I ordered the warranty, provided the Key Code and was told by the sales rep that the $75 Dell Dollars was indeed a valid offer and the coupon would be sent to me in about 6 weeks.
Having never received the Dell Dollars — and now it is fall and I was ready to make a holiday purchase of new computer and printer — I reached out via email to Customer Service to rectify the matter. I luckily still have the original letter in my possession and am willing to mail it or fax it to someone as proof that this offer was made to me. Despite REPEATED requests, none of my numerous email correspondence has yielded a name, an address or fax # where I could send this letter. I received email after email saying there was no record of the Dell Dollar offer and that there was no remedy to ge given.
I was finally instructed to call Customer Care, and that telephone call was not successful either. I was transferred to 10 different people, none of whom was willing to give me an address, fax # or name of someone who could help me. One girl indicated that if I spoke directly with the sales rep he could probably take care of the matter and provide me with a fax # where I could send the letter that I received.
Unfortunately, when she transferred my call, it was merely to an automated voice system that instructed me to enter a 7 digit extension number — yet the extension # provided to me was only 6 digits and did not work. So I waited for yet another person to pick up the phone and NOT be able to help me. I had to repeat my story to each of the 10 people I was transferred to and was merely told that it was an invalid offer. After over ONE HOUR of this runaround I hung up.
I resorted back to email to customer service, restating my issue and copying numerous executives on the email. I reminded them of all the purchases I have made from Dell over the last few years and that I was in the market for another computer and printer. I suggested that it was foolish for them to lose such a good customer over such a trivial matter. The reply was:
"Thank you for contacting Dell Online Customer Care.
"I see that you are not satisfied with the level of service you have received from the Dell. I sincerely apologize for any inconvenience caused to you. I have forwarded your message to the management and I assure you they will look into this issue and will work on making improvements based on your feedback.
"I understand your concern and appreciate your feedback. I am unable, however, to offer you any type of compensation."
Haven't heard back from them since and don't intend to purchase from Dell again.
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