Extrememly unhappy with the purchase of my m1330

I'm fine with the computer, just not the purchase (or I should say, post-purchase).

The ultimate issue is the whole $200 promotional gift card which is being offered now. I am now finding out that I ordered before the actual start date of the promotion. I have talked with them about this and they are not budging one bit.

My points:
I received a Dell catalog on Oct. 30th with the advertisement of the gift card. The * (see p. whatever for details) made no mention when the promotion actually began.

I configured my order and added it to the cart. Promotion did not show up, so I buzzed XPS chat. The rep checked and told me that, yes, I would qualify.

I went ahead and made purchase that very night (Oct. 30). Still, gift card was not added automatically anywhere in the order. Since the wait time is 6-8 weeks, I figured this would be rectified later.

Their points:
1. The fact that the discount (or promotion) was not generated when I made the purchase meant that I did not qualify for the card. I was never entitled to it to begin with. To them, this trumps the fact that the XPS rep told me (before purchasing) that I would qualify.

2. The promotion officially began in mid-November, so I could not possibly qualify for the card with my purchase.

3. This order was placed more than 21 days ago, so returning the computer is not a solution to the problem.

So. (After getting nothing whatsoever), I was given the number to lodge a formal complaint. I called right away to do so but it didn't even go through the correct channel. I talked with a new guy who listened again to my whole spiel while he pulled up the call session log. Instead of handling it as a complaint, the guy re-hashed the policies. Then he sternly told me I had already been told this twice before in the previous call!!! He apparently was not from the complaint department but informed me that one had already been logged.

My call cut out on me right then, so the issue is unresolved in my eyes. But it looks like I'm screwed right now. Any advice on what I could do or say at this point?

 

NM I re-read everything. Do you have a chat log of what the purchasing rep told you, or his/her name nad rep number?

 

No, I'm afraid I don't. I presume you mean the one I called on Oct. 30th.

 

That's completetly ridiculous. If the XPS rep told you that you did qualify for the card, then Dell should be willing to give you your card!
Call customer care, and try out your dilemma with them. If the rep tells you no, then ask to speak with the customer care manager.

 

They will give it to you. Be insistent that they told you that you would qualify, and state the date in which you called. They will see you in their records (hopefully).

 

This is where it gets foggy for me. I opened up Dell Service Chat (is this the same as customer care?). I spoke not only with the initial rep but her manager as well. Both gave me zip.

The manager gave me the # for sales in order to register a complaint.

The initial sales agent understood that I was calling to file a complaint (not merely to resolve the issue) and she transferred me. The person she transferred me to was still trying to tell me this could not be resolved the way I want.

That's when my call cut out on me. It seemed to be going absolutely nowhere with him anyway. He was actually getting very annoyed with me.

 

It may not have helped me that I expressed my agitation that the current special price for the m1330 (with an even better configuration than I now have) can be purchased for $350 less in addition to the $200 card to boot. It may have seemed like I was trying scrounge for discount scraps.

 

I'm kind of nervous about that. I cannot remember for certain whether I used chat or called. I'm pretty sure it was the former. If it was, then I would have definitely needed to have been logged on.

But I may have called. In that case, I would not have provided my name at all--meaning there would have been no record of the conversation.

The one thing I do have is the catalog (sitting around buried somewhere) that arrived on Oct. 30th. I searched high and low in the fine print to find the starting date for the promo. I found nothing at all. That is what actually prompted me to make the call that day.

 

I always advise a strongly worded complaint letter in cases like this. Make your case point by point, stating the relevant facts and identifying the dates you contacted Dell about this issue, whom you spoke with, what you said, and how Dell responded. Make it clear that the only way Dell can resolve the situation to your satisfaction is to send you the promised promotional gift card. If you know any lawyers, ask if they'll help you with the language of your letter so you come across as knowledgeable and confident ("In making this purchase, I relied on your agent's representation that my order qualified for the gift-card promotion, and failure to deliver the gift card constitutes a breach of contract..."). You can also threaten to refer the matter to the Better Business Bureau and the consumer-protection division in your state's attorney general's office, and you can file complaints with these agencies if Dell doesn't give in. Send the letter via certified mail with return receipt requested. Send it directly to the head of Dell customer service:

Mr. Richard Hunter
Vice President for Customer Experience and Support
Dell, Inc.
One Dell Way
Round Rock, Texas 78682

Mr. Hunter may not read your letter, himself, but you can be sure the right people at Dell will. If you're persistent, I think you have a good chance of getting your card. Good luck, and keep us posted on what happens!

 

Thanks for the pointer as well as the address, COWScot. It's exactly the type of direction I need. I am positive I would have made absolutely no headway if trying to communicate through the normal channels.

BTW, I am still very annoyed about being able to currently buy a better system for $350 less right now--just 44 days after purchasing. Perhaps I should let that one go?

 

Dell does offer price adjustments for price drops in excess of $50, but only within 30 days of the invoice date. Check your invoice -- you may still qualify.

From Dell's website ( link):

Dell Price Match Information

Dell does not offer a price protection policy, nor do we match current competitor pricing for similar products.

For US Customers Only - Dell realizes that prices and components change very rapidly in the computer industry. As a courtesy, Dell's US Customer Service Division will issue a credit for any price drop greater than $50 within 30 days from the invoice date.

The amount of the price drop will be refunded back to you according to the original payment method (credit card, payment terms, etc.) within 10-15 business days.

This review must be requested by the customer; it is not generated automatically and is based on a component by component basis.

 

I overstand where your coming from, but think about it many new items that come into the market tends to be at a high price to start of with and in some cases later becomes cheaper.. In your case there has been 44 days since. I'm in the same boat as we have had our units now for some 3 to 4 months. If it were a few days or so then you could have case or within the 21 day grace return warranty..In the New Year the cost might even go up from what it is now.
Still its a nice compact laptop I think..