Dell dollars offer on warranty extension. a Scam??

It appears that a lot of people have been victims of this promotion so I will tell you my story and hopefully someone has an idea what to do. I received a letter in mail from dell to extend the warranty on my laptop from one year to 4 year with an offer of 75 dell dollars if I do so. I went ahead and called the number they provided on the letter and again was promised by the sales person after the purchase that I will receive my dell dollars in mail or email within 3 weeks. Two months later I started calling dell customer service and sending them emails asking what happened to my coupon and all had the same answer:

"I find that the order number does not include the Dell Dollars Coupon. For this reason, your order is not eligible for this promotion and I will not be able to issue a coupon"

They absolutely refuse to discuss any explanation I give them and just robotically say the same thing. Whenever I ask to talk to a supervisor, they transfer me to one and I get put on hold for about 30 min before I get disconnected.

I researched the issue online and found out that many people have this problem. This is obviously an issue known by dell yet they refuse to deal with the problem and tell their low-level people to get rid of us. They don't even try to help or explain when you call them...just the same response. I'm sure there must be something that can be done or a number called to contact someone in US dell rather than getting tossed around endlessly by costumer service in India untill we give up.

 

I just received my Dell Dollars from this promotion today - after about 7 weeks. My order Confirmation looked like this:

tem Number Quantity Item Description
902-6636 1 Warranty Support Service
989-5676 1 Type 3 Contract - Next Business Day Parts and Labor On-Site Service
467-3492 1 $75 Dell Dollars Code. Dell Dollars will be sent automatically 4-6 weeks after your order ships

Did your order confirmation look like this? If if it did, I'd assume that you've got them dead to rights. In any event - good luck.

 

my conformation order did not include the $75. Apparently the sales person screwed up and they do it a lot and if they do, there is absolutely nothing that can be done. I spent hours on the phone. The indian customer care says that the warranty services are supposed to send it in and the warranty services say they cannot send it since the order has already been sent without adding the 75 dell dollars.

 

I would start by getting a refund. Did you pay for that separately? Doesn't really matter. I would tell them that you want an immediate refund because you got the ole' bait and switch. You bought with an understanding that you would get a coupon for the warranty and that has not happened. Therefore, the sale ain't happening either! If they give you flac tell them you are going to issue a charge back (then call your bank and tell them about the dispute).

I hate this bull crap. The 75 dollar coupon usually means that you will have to purchase something that costs greater than 75. Trust me, I got a 25 dollar coupon once and not one thing I tried to apply it to would work. All I wanted was a stupid USB stick! So, the hell with that!

 

well I spent another hour yesterday on the phone. Dell warranty services say that I should have had the coupon, but they cant add it to an existing order so I should contact customer care and then customer care says they will not send the coupon unless warranty services sends it to them with the order. So basically I was being tossed back and forth. Now I called my bank and told them about the dispute. We'll see what happens.

 

Good work. Yes, that is indeed the runaround as far as I am concerned. Neither department wants to deal with it. Did you demand a refund from Dell? Or did you go straight to the bank?

 

I already demanded a refund which they refused because it's been more than 4 weeks yet they ask you to wait 4-6 weeks for the coupon!

 

Easist way to solve the issue

Go here :

File a BBB complaint
www.bbb.org

You will get dell executive support person to fix it all up from you. Fr

 

I filed a complaint about the dell dollars with my state attorney general. Essentially what dell is doing amounts to fraud. In my case I did receive the dell dollars (well after I was supposed to) but when I went to use the coupon they canceled my order for no apparent reason. That cancellation invalidated the dell dollars coupon code.

After about 30 hours of calling dell and being disconnected, hung up on, transferred continuously, sent to departments that no longer existed, phones that weren't answered I was about to lose my sanity.

No one had the authority (or cared) to do anything and everyone simply passed the issue to another department.

Some of the email exchanges I had with dell were mind numbingly retarded.

 

Update:

After filing a complaint with my bank, the bank finally replied that the dispute was resolved in my favor and I was issued credit in the amount of $75. It appears that dell sales and services did not even bother to reply to the bank in the dispute so they decided in my favor.

 

I'm glad that you had your money returned to you!

And, it show's that because Dell didn't bother to respond ~ they may have known they were in error.

It's unfortunate..that there was not good Customer Service shown, on Dell's end..


Cin