Didn't get a refund for the missing free acessories, but got $107 for services I didn't order

Hi Guys,
I Dell initially to complain that I didn't receive the free accessories and they told me that offer had been discontinued for at least 4 months. Not sure it's true!!!??? I am in the USA and ordered on 8/20, If I am not mistaken I read here about some people that were able to get the accessories shipped separately or received a partial refund.

Well, they didn't want to do it for me.

BUT

I did complain about some charges on my account. One charge was for automated pc tuneup for $29. I see know reason to pay for that.
Another charge was for XPS Datasafe 20GB for $29. I have no idea what it is for and I never ordered it.
And the last charge was for the LoJack service. Completely misleading. During the order process it looks like it's a free service. But no. Only the software is free not the service. What a scam!

Anyway, I was able to get a refund for $108.

Did you guys do the same?

Thanks

 

I didn't get charged for that stuff in the first place but I did get a $70 gift card for not getting the accessories and I haven't even got my computer yet.

 

What route did you take for this?

I first email customer support, who told me to call dell. I called dell and the first rep said there was nothing he could do about the accessories. That they were not showing on my order details in the first place. Said that I would have to return the system and then order it again and include the promotion.

Did the acessories show on your order?

Then I talked to the return sales department that told me the promotion has been discontinued for 4 months. Is that true?

Thanks

 

skuda,

Check question 18 in the Top 10 Questions about the M1530 to get more info on the accessories issue.

 

I think part of it is luck of the draw with which agent you get but I didn't even have that hard of a time. I just called the main 800 number on their page and called about why my computer was taking so long and I got upgraded to free overnight shipping and then I told them that my agent also told me I would be getting all the accessories and I just wanted to check if they were showing on my order and they put me on hold and came back offering a rolling laptop bag and I asked for a gift card instead and they offered $70 and I took it even though I know people have gotten more. I didn't even have to argue with them.

 

lol all i did was email and they sent accessoies...they didn't have the XPS case so they were sending me a pixilated dell sleeve, i asked if i could get the Belkin slim backpack instead so they "cancelled" the dell sleeve....to my luck however, both accessoies shipped. Total i gained
10.99
10.99
27.99
34.99
14.99
=99.95 dollars worth of accessories

 

So, you did really good!

Cin.

 

What department did you get to help with your accessories/refund?
One guys told me it was sales. Another said it was hardware. Another rep said it was returns.

 

i e-mailed...didn't have to argue with anyone...they usually reply same day if u email in the morning...i e-mailed CUSTOMER SERVICE and for category it was pricing and promotion question....this is exactly all i put...i know bad grammar

I recently got my XPS M1530. However i noticed that you guys forgot to put in the accessories that come with the laptop. I read from the reviews of this laptop and saw from my other's friend's laptops which they just got in June/July that when they order a Dell XPS M1530, the order comes with a Cleaning Cloth, an XPS Slip Case, and Creative Ear Buds. Can you guys please send them to me. I was disappointed when I opened my box and did not receive them as they should have come as I payed a lot of money for this laptop. Thank you so much

 

Don, but how long ago did you order your system? Mine was in August.

Here is the deal. I just called them now. First rep said they couldn't do anything else for me. Second rep, same thing. Then I asked to be transferred to returns.

I said I wanted to return due to bad customer experience and I made my case.
Still they said they can't give me any more concessions because they already gave me $108 for the tuneup, lojack, datasafe.

Could you please look at your order details and see if you had those charges too? They told me that everybody has those charges by default, it's part of the $999 basic XPS system.

I told them I had a friend (people on the forum) that were able to get the accessories shipped separately or they got some other accessory or even a credit back. Then they said. But I bet your friends didn't get $108 back like you did!!

I tried to explain. One thing has nothing to do with the other. I never ordered tuneup, datasafe and lojack, that's why I got $108. But I still would like the sleeve, ear buds, etc..

They said there is nothing they can do about it.

 

That is BS. When I was first ordering my XPS online with the basic $999 configuration those were all definitely options. So are they still giving you those items and just issued you a credit or did they remove them from your order? I ordered 8/6. I would rather have the $70 gift card so I can get something I actually want instead of a sleeve and CD case I would never use or laptop backpack and earbuds I already have. It seems like everyone that has been told no already never ends up getting them. I think they mark your account with previous notes. Good luck getting anything now.

 

i ordered aug 1st and received it aug 25th...


Some of those things that u listed are included like 10 gb data safe was included...tuneup and lojack i didn't get. I think its about even but i dont know

 

I ordered aug 1st and received aug 21...2 days later i e-mail about accessories...over the next week and a half then begin to ship everything....
Mine didn't come with 20 gb data safe only 10 gb...mine also didn't come with tuneup or lojack...all in all i think ur probably even...U can keep trying or even try emailing

 

Yeah they come with the 10GB for free. They just don't come with the accessories anymore and it did suck that we see all these reviews and youtube unboxing videos with all the accessories so you expect yours to come with them too. They should put a disclaimer on their order page to solve this problem. I called to see what I could get but the accessories were all pretty useless to me so I wasn't going to sweat it if I didn't get anything. They offered me the $70 gift card which I happily accepted.

 

They told me those 3 items - tune up, datasafe and lojack - were default with the system. Included in the $999.

I would like to get the accessories, but if not, then I would take something else, a gift card or even another credit.

Not sure how to try anymore, after getting denied so many times. Actually there is a return label on the way to me. Cause on my last call, I said "look I am tired, just send me a return label" I was trying to get them to make a final offer. But they didn't :-(