Dell refusing to honor offer.

When I called dell to get a new system sent to me after having multiple issues, they gave me two options. 1) Full refund for the system. 2) Wait for a replacement and decide if it was satisfactory, then decide if I wanted the refund. They now claim to have no record of such offer, even though I specifically asked them to record that offer in my file. They are saying that they don't have any record of this. I don't know what to do!? I need help getting my refund because they sent me a computer that is less than the specs of my original computer. Attached are pictures of the Windows Experience Index from the old computer then the new computer. It is obviously not the same. I also received a WLED display as opposed to the RGBLED display. What do I do?
Old 1640

New 1647

 

Escalate to manager, etc.

Always the same with dell. Always end every call by asking the name, extension, and case number or reference number for the call.

 

I do and I have all of the information as well. I just called back to another representative and I played dumb and just pretended like nothing was wrong. I then asked her if she would mind checking something in my files, which was when I asked about the refund and she said "oh yes, it's right here." I then responded with thank you, and explained the situation. I am now being transferred to her manager to talk about the last manager I spoke with lying about information in my files. This is going to get interesting.

 

wow thats ridiculous, let us know how things go

 

I am currently awaiting a call back from the manager I spoke to after I was transferred by the representative. The manager seemed understanding, however, he ended the call by saying that he had to escalate it once more because his interpretations was that it was EITHER a replacement OR a refund. I specifically asked the man who approved the refund if I should cancel the replacement and just do the refund and he responded by saying that once an offer is made, dell is required to stand by that offer, which means that if I were to still want the refund after I receive the replacement it would not be a problem. I just hope the next call goes well, I don't want to deal with this any more!

 

Be sure that every person you speak to (no matter who "transfers" you, you are getting their names/Badge numbers, etc...Even, the "littlest" inquiries, etc...will prove handy for you.

I wish you luck, you shouldn't as a good customer have to go thru something like this.

Cin...

 

Thank you very much Cin...

Well I would like to let all of you know that I just got a call back from the second manager I spoke to and he said that my return was approved. I am so happy that this ordeal is over. If any of you have any questions on how to handle a situation like this I have learned so much and you can P.M. me anytime. I thank you all who offered support and helpful hints for this! Have a great day!

 

Zswicks! Wahoot! I'm glad your ordeal is nearly over! Now, you just have to wait for the process to flow thru!

Glad it worked out! Patience & staying firm for that resolve does work out!


Cin...

 

Great news that Dell is honoring thier agreements -

I do think based on your pics that i would not place to much stock on WEI scores- There are driver dependancys and windows updates that will effect those scores- a 320gb HDD at 7200rpm replaced for the same is the same regardless of what the score is.

Where your arguments hold merit are on the LED vrs RGB- that is 150 diff.

Im not hating on your post- if you are not happy and Dell offered you a refund, by all means you should have it- Im just saying that the WEI scores are a joke-

We have 2 E6400's one with nvidia 160n and the other with intel graphics- guess what - the intel scores better on the WEI score- the nVidia- Desktop- 3.2, 3d- 4.9 - intel - 4.1 , and 3.4-

next the CPU - one has a T9800 that scores- 6.5 - and memory 5.9 while the other is a t9550 - it scores CPU- 6.3 and mem 6.3- ( both have the same memory 4 gb at 800mhz...

These scores really are meaningless

 

Hope you get your refund fast you can invest in a new macbook pro


It took less than a week for Dell to credit the money to my bank account so expect it fast!

 

Hey everyone. I know this a really old thread, but i figure some of you would like to hear why dell said my information was lost. Apparently they "updated" their system the same day I was offered the refund. Then, when they checked the files, they checked the new system and couldn't find any records since all of mine were on the old system. The only thing that made me angry was the attitude and denial that the manager had. She treated me as though I was a liar and a thief. All of that is finally done now and I just bought an M15X and am recieving much better care.

 

Keep on escalating my friend. I usually use the "unresolved issues" email.

 

Thanks for the reply! However, as I stated before, the issue is resolved! I just wanted to let everyone know what had happened just in case anyone else was experiencing the same issues. I got my money back and bought an Alienware that should be here before the 20th!

 

lol im a little surprised that you went with something made by dell after all you went through.

 

So was I... I searched high and low for anything close to having the power/build quality ratio Alienware does. Not to mention the great deal I got on an extreme system.

 

hope you get that refund also. May ill ask for one as well then i can get an hp envy 14.

 

I already have received the refund...