What to do when a rep ignores you??

I don't know whether to laugh or cry but I ordered my M17x last friday and since then I've emailed and phoned my rep a few times but I receive no reply and keep getting his voice mail. So then then today I tried calling on my cell same thing, voice mail and so I tried skype instead to see if he would pick up and lo and behold he did. I was so shocked I told him sorry wrong extension and hung up. So what the heck guys? I'm just hoping my order doesn't get canceled (half laughing).

UPDATE: I decided to call customer care and tell them my situation so I could take advantage by getting free NBD shipping and voila they upgraded my free 7 day shipping to free NBD shipping.

 

Call another rep...

 

So you finally got him, and you hung up?

what

 

why the hell did you hung up? I would have said "WT F dude"

 

Like I said I was so shocked that a professional would act so unprofessional so I hung up and instead called customer care and told them and they gave me free NBD shipping so I'm fine with it. I don't need to contact him anymore, I hope.

 

Most of the time these reps become unresponsive once they make a sale, especially the US based reps. I guess they don't want you calling to ask for more goodies and/or even cancel on them. When the R2 first came out, I used EPP via a US rep. to get 10% off before it went live on the site. I e-mailed him after that to tack on the $50 coupon code and he never replied. So I simply called customer care and had them cancel the order. He went ahead and reauthorized the order on his own so I called customer care and told them to make sure he doesn't put it through again. Lo and behold I finally got an e-mail from him and I let him know I no longer wanted the order.

I ended up getting a better deal through online EPP + other discounts anyway so I have no use for reps.

 

Lol he reauthorized it on his own!

Malignant, you made an error in your assumptions. It seems he in particular wasn't the professional in the first place.

 

Wow I see now, once they make the sale they don't give a poop anymore. Oh well I got 19% off and free NBD shipping so I'm fine.

 

Yeah I'm actually not too happy with the service of the American EPP reps. The guy I got, Justin, basically told me off and order on the website if I wanted a discount. I was kind of shocked. I canceled my order, which at the time was an M15x and then called to order a M17x and low and behold, I got him again. I ended up getting about 15% off from him, with NBD and a $50 accessory coupon from a customer care rep.

 

How did you get the $50.00 accessory coupon?

 

I would email him, and CC his manager in the email as well. So he can see it. Their managers email address should be at the bottom of the email. Nothing like putting some pressure on. And be sure to mention that you've emailed and called with no response. Just to make him try to have to explain it to the boss man.

 

FYI Dell usually gives free upgrade to NBD shipping if you just call in and say you need your laptop by xxx and if you don't get it by then you'll have to cancel.. voila free NBD shipping.

And OP, that is straight up unexcusable! I would have at the very least emailed his boss and canceling the entire order would cross my mind for sure.

DR650SE's got the right idea .

 

Well gee after I complained to customer care he finally emailed me and told me he can get me an additional $41 off for a total of 20% savings. So maybe I'm glad he acted unprofessional, I got free NBD shipping out of it and another $41 off.

 

Awesome! Yeah I had the same problem, I went through 2 reps and 2 customer care reps until I finally got one who promised to reply to every email and voice mail that I sent. She was very professional and made sure to let her manager know that it was mostly because of her that they kept a customer. For any who are experiencing the same thing I say try a different rep until you can find one who is willing to go that extra mile for you.