XPS 15 - Let Down By Dell Sales

1. After weeks of research, I finally decided to buy the XPS 15.
2. Ordered one with a 20% coupon. I was happy with the price.
3. Realized I forgot to order the backlit keyboard, I cancelled so I could the backlit keyboard.
4. Went back to re-order and there was no option for backlit kb. ?
5. Chatted with Dell for an hour, was told that I can't have the 20% off plus the backlit keyboard. I could have if I went with the 9-cell battery (Unacceptable, battery is an eyesore).

Bottom line: Backlit keyboard was going to cost me $400. If I am dropping $1.5K on a Laptop, can you throw in a $40 option?

Disappointed + frustrated = ME

 

Sounds like you're saying the coupon links to a specific page with specific configuration choices?

I've seen that a lot when there's a link to a sale, but most of the time if you have a coupon code, the restrictions are more like "must cost $x or more.



I don't know if this will help, but I just went to Dell XPS 15 Laptop Details | Dell and clicked the middle of the three starting configs, the one with "Dell Price 999.99" It has a backlit keyboard. Would your coupon work on that model?

 

The coupons tend to target parts that are over stocked or that don't move well normally. I am sorry about the bad experience, but really don't think Dell did anything wrong.

 

No offense, but you forgot to add the backlit keyboard, this was not Dell's fault. Unfortunately as it was stated, usually coupons target models/configurations that don't sell well. You could just always order the backlit keyboard from a 3rd party supplier and not pay Dell's prices. Keyboard is considered an CRU, Dell might be able to ship you one if you so pay for it, not sure about that part.

 

Did you chat with them through the online chat or by phone? From my experience, the online chat is next to useless but by phone they actually have the power to help you. First time I ordered by phone I forgot the coupon, so I called them and they told me I needed to order a second one but that I could return the first with zero restocking fee. A bit of a hassle, but in the end I got what I wanted.

 

Thanks for all the feedback, guys. My problem is that I feel Dell should throw in the $40 option. I've upgraded almost every single component on this laptop. As a company, do you really want to lose a customer over $40?

But, in the end, I am a bad consumer anyways. I still ordered the XPS 15 without the backlight and I will be acquiring the backlight after I get the laptop.

 

You expect that they should give you the backlit keyboard for free, just because you ordered some other upgrades? Good luck with that. You don't have any right to option 3 just because you bought options 1 and 2.

 

I don't see how Dell was wrong in this. Sometimes certain options are not allowed.

 

I wanted an upgraded processor, but wanted the special that gave me the model I have and I have to say i love it. Sometimes we give to get and it worked out well for me. I know some of you are going to want to shoot me, but Dell doesn't make a fortune per laptop it sells(at least in the US). The majority comes from extended warranties and extras, so i don't think we can expect to much bending to get something for free. This is just my opinion. The comperable HP at the time I bought mine was quite a bit more than this unit.