[sirilluminator]

Tonight I decided to talk to a Dell Rep and figure out how the hell I’m going to get my $100 back. Rather than explain the whole deal again, just read the conversation:

Quote

Welcome to Dell Chat. Please wait for an available agent. You will be notified when your chat is accepted by an agent.

{Max Meyers 7:44:55 PM} Several weeks ago I called Dell Customer Service to inquire as to why I was being charged $113 for an accessories order when the e-mail confirmation had said $7. Apparently the $90 code which I had received as a concesion from the many problems I had upon first receiving the laptop had not gone through all the way and we had resolved that it was Dell’s fault not mine. I was told to fax in a printout of the confirmation e-mail which I did absolutely immediately.

“Pammie ” who I sent it to told me that she would receive the fax in four to six days (It’s a bit scary that the biggest computer manufacturer in the world takes a week to get fax. Have you heard of PDF? Or even forwarding the e-mail?) and at that time she would credit $90 to my credit card. She would call as soon as she received the fax. I was worried because I’ve had trouble with Dell Customer Service before so I asked what I should do if no one called. She assured me that she or someone else from Dell would call. It has been several weeks and I have not either received a phone call or a credit on my credit card bill.

I can forward the e-mail I can do whatever you need as proof that it originally was $7 but making me pay $90 which I was actually given from a Dell rep is absolutely unacceptable.

Thanks for your help.
Max Meyers
The session has been accepted.
{Thirumal 7:46:57 PM} Thank you for contacting Dell Consumer Customer Care Chat. My name is Thirumal . Please allow me a moment to review your question.
{Thirumal 7:48:20 PM} Max, I understand that you want to know about the credit status, is this correct?
{Max Meyers 7:48:28 PM} Yes
{Thirumal 7:49:22 PM} Did you have any reference number regarding this issue?
{Max Meyers 7:49:55 PM} I have a few numbers, but I’m not sure what they are. I’ll give them to you, maybe you can figure it out.
{Max Meyers 7:50:02 PM} Quote ********
{Max Meyers 7:50:06 PM} Case: ********
{Thirumal 7:50:56 PM} Thank you for the information.
{Thirumal 7:50:59 PM} May I please have your full name, address and phone number for verification purposes?
{Max Meyers 7:51:18 PM} Max Meyers
*** ******** Avenue
Mill Valley, CA 94941
(415) ***-****
{Thirumal 7:51:37 PM} Thank you for the information.
{Thirumal 7:52:56 PM} Max, did you sent the fax?
{Max Meyers 7:53:02 PM} Yes
{Thirumal 7:54:04 PM} Please allow me to research further on this issue and get back with you in 2-3 minutes. Thanks.
{Thirumal 8:02:10 PM} Max. I am really sorry for the delay.
{Thirumal 8:03:06 PM} Could you send me the order confirmation e-mail?
{Max Meyers 8:03:12 PM} Sure
{Max Meyers 8:03:19 PM} To what e-mail address?
{Thirumal 8:03:38 PM} My e-mail address is thirumal_jaganathan@dell.com
{Max Meyers 8:04:21 PM} Okay I’ve sent it, let me know when you receive it.
{Thirumal 8:04:50 PM} Thanks.
{Thirumal 8:05:29 PM} I received your e-mail. Please be patient while I review your issue. I will be back with you in 2-3 minutes. Thanks.
{Thirumal 8:06:34 PM} May I know where did you received the coupon?
{Max Meyers 8:06:57 PM} It was from a Dell representative. They gave it to me as concession from the issues I had with my laptop
{Thirumal 8:07:13 PM} Thank you for the information.
{Thirumal 8:09:17 PM} Max, I am sorry the that you sent is a order acknowledgement letter. Could you please sent me the order confirmation e-mail?
{Thirumal 8:09:26 PM} Sorry for the typo*
{Thirumal 8:09:33 PM} Could you please send me the order confirmation e-mail?
{Max Meyers 8:09:35 PM} What’s the difference?
{Thirumal 8:10:33 PM} Max, the difference is in the order confirmation e-mail, the order number will be mentioned and it will be helpful for the verification.
{Max Meyers 8:10:46 PM} Okay.
{Thirumal 8:11:27 PM} Max, thanks.
{Max Meyers 8:11:41 PM} Sent.
{Thirumal 8:12:42 PM} Thanks Max. I am waiting for the e-mail.
{Thirumal 8:14:17 PM} Max, I am sorry the e-mail doesn’t reach me.
{Max Meyers 8:15:02 PM} I sent it again
{Thirumal 8:15:41 PM} I received your e-mail . Thanks.
{Thirumal 8:15:43 PM} Please be patient while I review your issue. I will be back with you in 2-3 minutes. Thanks.
{Thirumal 8:19:11 PM} Max, according to the order confirmation it clearly shows $ 113.06 was charged for the purchase.
{Max Meyers 8:19:22 PM} Yes
{Max Meyers 8:19:38 PM} But as you can clearly see in that, there is a $84 discount that is obviously not subtracted
{Max Meyers 8:19:56 PM} For reasons which have yet to be explained to me
{Max Meyers 8:21:35 PM} Nor were the other offers (20% off select flash memory and 10% off Storage and Drives
{Max Meyers 8:22:02 PM} So total, I am still owed $98.93.
{Thirumal 8:22:18 PM} Max, when the coupon discount was not applied to the purchase, why didn’t you cancel the order?
{Max Meyers 8:23:01 PM} I didn’t notice.
{Max Meyers 8:23:08 PM} But that’s not my responsibility.
{Max Meyers 8:23:34 PM} Thirumal, the easiest way to resolve this is to just credit me $98.93 on my credit card.
{Thirumal 8:24:16 PM} max, unfortunately its too late for us to apply the coupon discount on a order, once it gets processed.
{Max Meyers 8:24:35 PM} Okay, then just give me a credit on my credit card
{Thirumal 8:26:02 PM} Max, coupon discount cannot be used in leu of payment.
{Max Meyers 8:26:18 PM} Yes it can!
{Max Meyers 8:26:23 PM} That’s the point of the coupon!
{Max Meyers 8:26:37 PM} The coupon says “Dell Home Customer: This code is good for $90 off any order of at least $90.01.”
{Max Meyers 8:26:52 PM} Meaning, $90 should be subtracted from my order. Obviously it was not.
{Thirumal 8:27:07 PM} Max, the discount coupon can only be redeemed against online purchase and not for credit return.
{Max Meyers 8:27:39 PM} I used the coupon for online purchase. And there was an error in YOUR system, and $90 was not subtracted.
{Max Meyers 8:28:19 PM} It’s very simple, Thirumal.
{Thirumal 8:28:29 PM} In that case the order must be cancel before it gets processes and ships.
{Max Meyers 8:28:29 PM} Dell owes me $98.93
{Max Meyers 8:28:59 PM} It’s not my responsibility to take care of problems in Dell’s system. It’s YOURS.
{Thirumal 8:30:17 PM} max, I am sorry at that time you have to cancel , and it is too late to offer you the credit.
{Max Meyers 8:31:18 PM} Okay, let’s go through this slowly. The Dell system messed up, right?
{Thirumal 8:33:18 PM} Max. please understand once your received the order confirmation you know that the coupon was not applied on the order. At that time you have to cancel the order . And I am really sorry it is too late to give the credit for this issue.
{Thirumal 8:34:48 PM} Is there anything else I can assist you with?
{Max Meyers 8:36:40 PM} One moment please
{David 8:41:16 PM} Max, I am the manager with Customer Care, I understand a coupon discount was not applied to your purchase. As are aware that such discount can only be redeemed through online purchase and the Order confirmation e mail should confirm on such discount being applied or the Order need to be cancelled at that point before it gets shipped to the Customer.
{David 8:42:05 PM} A credit return on coupon discount is not an option, how else can I have this issue resolved ?
{David 8:45:28 PM} Max, I have not received a response in over a minute. To ensure that I have addressed all your questions or concerns, please respond within the next two minutes to allow me to continue our chat.
{Max Meyers 8:45:39 PM} David, I can’t tell you how to fix it in your system. All I know is that I was promised a $98.93 credit, without which I wouldn’t have made the purchase. I can’t imagine that this is the first time this has happened, and that you can’t figure out a way to either send me the amount I am owed or credit my credit card account. I’m 16 and never had an experience like this before, but I’ve got the time this summer, so if you can’t help me, I will have to sue Dell in Small Claims Court in my local area. What else would you do in my place?
{David 8:47:52 PM} Unfortunately I am unable to process any such credit which is not supported by the policy.
{David 8:48:51 PM} Your Order confirmation clearly states the amount that was charged on your purchase.
{David 8:51:55 PM} Is there anything else I can assist you with?
{Max Meyers 8:52:10 PM} First of all, there is nothing in the confirmation report that indicates a need to respond. Second, it was Dell’s error, not mine. Are you saying I have to help the biggest computer company in the world fix its problems? Suppose the confirmation report said you were shipping three computers that I hadn’t paid for? If I don’t respond, do I get them for free?
{David 8:55:02 PM} Yes, that is correct.
{Max Meyers 8:56:01 PM} How naive do you think I am? I guess I’ll try the court for fairness. Goodbye.

{David 8:57:09 PM} Thank you for visiting Dell Consumer Customer Care online chat and allowing me the opportunity to assist you. I have included your case # 104684261 to reference our interaction today. Please keep this on file; it will assist you when contacting Dell Inc in the future. Also, feel free to visit us again at www.support.dell.com .

And I’m doing nothing less. I’ve started filling out forms for the Marin Small Claims Court. I’m getting my $98.93 no matter what it takes. So far I’m having trouble finding the “agent for service of process” of Dell, but I happen to be going to my father’s office tomorrow so hopefully we’ll be able to get some information.

[Kabir67]

no thanks. Have fun suing them

[whitetigergrowl]

[DarkChris666]

I got lazy to read after
{Max Meyers 8:22:02 PM} So total, I am still owed $98.93.

but do whatever it takes to get your money

[flesh_magick]

oh gawd.

I read a good chunk of that and all I can say is they have their 'dell representatives' trained VERY well. They all say the same thing lol and I can't stand it. I have been on the phone with them before and it really does suck.


I hope you get your money

[DarkChris666]

Switch to Gateway :-

[Quillz]

I must be blessed with good fortune. Everytime I call Dell, things go my way, whether it be a credit issue or something else.

[Bondian]

I had a similar problem over here in the UK with 3G. I had a NEC e616 that never worked, and 3G wanted £280.00 for the months that I refused to pay.

What I did was to join the 3G forum and mingled. After a couple of posts, a very helpful chap gave me a telephone number to ring. This number cut-out the usual call centres etc, and within about 10 mins, my payment was reduced from £280 to £50.

If you want to get your money back quickly, it's really worth joining the Dell forums to see if anyone can give you the correct phone number whereby you can chat to someone who CARES, and not some sales rep disguised as support.

Believe me, you will not stand a chance if you try to sue them. Go to the top, and you'll be shocked how helpful they can really be.

Go for it dude.

Cheers,


Ian

[kris.mallory]

/sigh Another dell horror story. i had a 6 month battle with dell. complete crap service, over charges, broken equipment, failure to make refunds. you can read about it here if you like:
http://www.stealthfi...howentry&eid=15

the best bet is to call and cancel like the guy said though, use the credit on something really cheap then shop elsewhere.

[Grooverider]

why don't you just trurn the ordered items for a complete refund???
Then order again and make sure the discount is applied. you should really contact Dell in the UK if you want to get it sorted out properly though being that it is a UK company and all. Why don't you try emailing Michael.Dell@dell.com

[nuckfan15]

Dell Sucks.

[Quillz]

nuckfan15, on Jun 24 2005, 12:24 AM, said:

Dell Sucks.

Dude, you're so getting a Dell now

[sirilluminator]

Grooverider, on Jun 23 2005, 11:22 PM, said:

why don't you just trurn the ordered items for a complete refund???
Then order again and make sure the discount is applied. you should really contact Dell in the UK if you want to get it sorted out properly though being that it is a UK company and all. Why don't you try emailing Michael.Dell@dell.com

They're all being used .

[Wilko]

Grooverider, on Jun 24 2005, 07:22 AM, said:

why don't you just trurn the ordered items for a complete refund???
Then order again and make sure the discount is applied. you should really contact Dell in the UK if you want to get it sorted out properly though being that it is a UK company and all. Why don't you try emailing Michael.Dell@dell.com

Isn't Dell an american company and since he lives in america wouldn't he need to talk to the american support?

[whitetigergrowl]

Sounds to me like you are in the right if what you said is true. Go higher up in the chain.

[Slack]

Good luck getting you money back. When I brought my Dell the CPU didn't work, luckly my Dad could fix it for me.

[deshelman]

coupons don't equal cash

[Tomi.]

*claps* Way to go, Dell.


Good luck with your case. Hope you get that money back.