Getting Money Back...

I have heard multiple comments from NBR members saying that they got money (around $200) off their delayed Dell orders. I have been waiting for my Dell Inspiron 1520 since July 6, and it was recently delayed to August 28. How do I get some money off my order? Any tips on persuading the Dell Customer Service?

Thanks,
Leon

 

Just explain that the delay frustrates you, and that unless they give you $200 off you will cancel. Thats what I did.

But only do that if you are willing to cancel. Because they can read your mind, and tell if you are lying.

I was willing to cancel, out of frustration.

 

or attempt a downgrade... they usually offer coupons for that too... (to prevent u from downgrading a part)

 

Is calling more effective than online chat, or not?

Leon

 

Calling is best - they cant as easily just give you a few canned paragraphs of text and blow you off.

 

I did a chat earlier this week. It was the biggest waist of time. Although, so is the phone.

 

You ought to be a loner if you think that the phone is a "waist", i mean *waste*, of time

 

Its not so much of getting money back as it is getting add ons for your inconvenience. Ill take the time to explain a bit, which will be a sort of preface for a similar topic, when my systems arrive.

Dell understands there are alot of mistakes and delays that hurts them to an extent and you must believe they have ok'd upgrades and to a certain extent, further discounts.

I have found that the greatest success lies in someone on customer support who is closer to you and during business hours. That is not to say the deals cant be found online in foreign Dell markets that service dell Canada and USA.

Next, when you call, approach it from an angle that you are frustrated, which you are, but never never demean them.

There are several cancelled orders that have regret here because people cancelled in the moment rather than sitting back and thinking things out.

In my experience through several years and just under a hundred purchases with Dell, warranties are the easiest free upgrade. Always try for complete care. Next in line seems to be cheaper things such as soundbaster or bluetooth followed by Vista upgrades. Remember, a gratis Ultimate upgrade is 180 bucks in your pocket.

For those who dont think Ultimate is worthwhile, it is the only Vista edition that allows full system backups, an extremely valuable tool.

Bags have been a popular throw in lately but I find that processor and ram upgrades are the most difficult followed only by monster graphics adapters in desktop systems.

I have seen others who have gained discounts on accessories (the best being a 24" Dell monitor for 299). I almost puked because i helped him with this but he deserved it greatly trust me.

I guess in closing, I will pass on something a very close friend at Dell said to me once, "You never know unless you ask right?". Also, yes they keep records of every conversation you have with them. they know if there dealing with a genuinely upset person or a jerk...

If you plan on ever dealing with Dell again, you dont want to be marked...

Can I also ask...Leave a comment at the end of the post so it bumps it to the top for the next guy to easily find again.

 

^^^ Now THAT has to be one of the most helpful posts EVER, thank you!
(EDIT) Can you explain why the closer reps are more helpful? From my experience and what some have said, reps in India can be very nice and accomodating as well.

Just to add something for even those who have not experienced a delay yet I'll summarize some other things I've seen in other threads: complaining about GDDR2 instead of GDDR3 in the 8600 and getting concession coupons, credit for Vista Basic (Vostro users), the free IR remote, webcam add-on, free next-day shipping, and getting a free 6-cell battery after complaining about the 9-cell sticking out after receiving it. I don't know how successful people have been in getting these things, but I'm planning on giving it a try.

 

With respect to CSRs close vs far, I find that the closer CSR's have a bit more empathy for our situations because they can relate through demographics and understanding our background geographically.

There appears to be several threads here that express difficulties with dealing with CSRs that dont understand our situations because of the geographical distance; many say that they just scoff at the idea of a comp.

Myself, my success has been solely through those closest to me. I have no difficulty whatsoever 'shopping CSR's'.

NOTE TO READERS:
If you appreciate the effort put into a thread, post or response here at NBR, you can show appreciation by way of private messaging, thread post or by clicking the scales lower left of a post and leaving comment. This is the only form of acknowledgement the author has to know that they are succeeding in helping others. This feedback enables him/her to understand the sites needs in determining what to write next.

 

It must be noted too that salespeople won't do squat for you. CSR are the people who will bend over backwards to make it up to you.

 

I tried to get the Timbuk2 Bag added after hearing about others having it done. But they tried to make me choose between that and the $150 credit I have coming after my order ships. I tried and tried to get the bag added, finally settled for a $200 credit and 6-cell batt. Temporarily at least. This was with a Escalations Manager which is higher then a supervisor. Lol id love to get a free upgrade to Ultimate or from 2.2 ghz to 2.4 I just don't know how some of you have such luck. I've tried talking to some other reps since then and they just quote the $200 credit I have coming and say there is no way they can do more then 1 concession(many reps have said this).

 

^^^ Good to know, and congrats on what you did get. If anyone has any good methods or techniques in which to procure these items, well, 'inquring minds want to know'.

 

Try to "walk away"! I was placed on hold for cancellations 50 minutes and was told I needed to be transferred to another department... another 20 minute wait. I blew a gasket and got an Indian CSR named Melanie (huh?) from the Dell Finance department. I told her to close my new account and the response was to call another department. After some negotiation I had her call me when the order was confirmed cancelled. Spending an hour to cancel at Dell sends a bad message. By the way I tested the "want to buy" wait time... only THREE minutes.

 

Weren't you the one who said that Dell keeps the record of all conversations? I mean if you "shop" CSRs which I understand is trying over and over again to get it your way, doesn't it mean that Dell can actually identify you as a someone who is trying to get something which he/she doesn't really deserve?

 

Im simply listing my experience... If you are not a Dell customer and looking for a new system, they really cant keep track of your 'price shopping' can they. If you are already a dissatisfied customer, they wont be keeping track of each and every conversation. They keep track only when there is reason and give you a reference number. They may at anytime anotate your file if you are rude or unpleasant to deal with.

What I write simply has worked for me and dozens of others; it is my experience. If you dont believe comps can be had, look at my signature block...

You seem very frustrated Zetto. I dont really know why as you havent been through nearly half or even one quarter of the difficulties many of us have.

Im presently sitting watching all those who ordered after me bypass me but am I hollaring??? Not in the way you think.

Im ensuring my difficulties are compensated... Good for me, good for Dell...all are happy.

Simply if you dont like your machine, return it.

 

Boy, getting compensated and looking for deals is a tough road to hoe sometimes! I just found myself in another thread defending how I got my deal after I was on the receiving end of an ethics/morals issues discussion. I don't think I did anything wrong or bad, and I clarified it. But it made me think... at what point do people step over the line with this stuff, and how many people think there is one?

To be clear, I'm not here to judge anyone. If you can get a good deal or some compensation for hardships (i.e., delays) or Dell misrepresentations (e.g., 8600 DDR2 vs. 3 a few wks ago), then by all means go for it. And good luck.

 

I think many get upset because they dont like to know they paid and got less of a system than another.

I also think people get frustrated because they find out someone else was comp'd say... Vista Ultimate. They then expect the same and can't get it which upsets them.

People need to realize. If Dell gives you something, it benefits them as much if not more than you. Thats a fact Jack.

If you decide to get all that you can get, you are just a smart consumer...no more no less.

 

^^^ All hail flamenko, doth spaketh thine truth. I feel better.

 

"Flamenko" thank you for informative information!

Rep point for u!

 

HappyFunBall,

There's no virtue in paying more than you absolutely have to. Unless you're committing fraud (which you're def not doing.) To those who feel that they are somehow morally superior for paying more:

The most common argument is "Oh, you're so cheap to spend an hour on the phone for measily $50!" Penny saved is a penny earned, right? How many people here make $50+ an hour in their day job?

 

this chat thingy, who am i chatting to? is it sales or customer services?

 

Not I! I did think that perhaps those on a moral kick aren't as concerned about money being tight like some of us? I don't want to accuse, but it is a possibility. I mean, if I had a lot of money, I probably wouldn't be as concerned about squeezing out every last dollar for a deal - but I wouldn't be chastizing others, either.

BertieW, thanks for the support and clarity of thought, repped!

 

Customer Service I do believe. I ask them a question they can't answer and they repeat the phone number to Sales over and over again until I leave

 

Thanks for all the personal pm's, reps and responses to this post I wrote above.

Totally unexpected but glad i could help...

 

flamenko I sent a mail to [email protected] to protest and ask for compensation, here it is, tell me if I have a chance of getting something.

Dear Sir/Madam,

I am a physisist in the institute for theoretical physics in ******, and as such we have to buy computers from Dell. I ordered a XPS M1330 laptop on the 6th of July and paid it the same day and was promised I'll be delivered the 10th of August, which is already a rather long delivery date. My order was then pushed back up to the 26th of September without any apologies neither any compensation of my sales representative. So I had to cancel it since it is crucial for my work to have a laptop. I noticed that delays occurred world wide for this product and I can understand it since it is a brand new model. However in the States compensations are offered to customers either by upgrading their systems either by providing Dell coupons. If I had the same treatment as in the States I would have accepted to wait a bit longer, or I could re-order the laptop, unfortunately it was not the case. I thus write you to ask what can be done about my case.

Sincerely,

me

 

and you arent waiting for an LED???? or red???? Wow!!! Are you in Canada??? If so, I can send you some leads.

I would have sent it also to:

[email protected] as well as having contacted a CSR at 800-847-4096 (during business hours).

Rep me if this helps...

 

actually I'm in Germany

 

And you're right the best would be to talk directly on the phone, but I don't speak German...

 

You are in Germany and you don't speak German?

 

Love Germany...Thinking of bringing my wife there...

Alot of memories as Im X Cdn Military...

Lahr and the Springs in Baden Baden
Skiing in Feldberg
The Festival of Fasching...
Lets not speak of Dirty Thursday...

Lots of years ago lol.

Sorry, I dont have the German numbers but I would try them during working hours as then you will speak to someone closest.

Good luck..

 

ok thanks! Don't come here it's BS! Food is bad, weather is bad and the people are rather cold...

 

begging for rep again Lister ? Does it really matter ?

 

Not to brag, but I think thats about exactly what I make, if you convert my salary to hourly. But I have a wife and kid and all that to support, lol.

The sad thing is, I made more in 2000, before the stupid tech industry downturn in california

But I get your point.

 

Oh here we go again... and after i tried to help you...

At least you got yours...Your like God to me now.

Wanna Chat??? jk.

Just trying to help someone is all.

 

I got in Dell CS Chat a few minutes ago to complain about the 9 cell battery and how it sticks out and its wobbly. I was hoping I would get free 6 cell battery and keep the 9cell I originally received. They offered to send the 6cell battery and arrange return of the 9cell. I refused! They told me I could keep the 9cell and I would receive about $25 credit.


... oh well at least I tried and got something out of it.

 

I have always had trouble with the free battery thing as well; I thought I had justification with my M1210. they always want them back.

Now with this order, I ordered a 4/9 and they changed it to a 9/9 which is an upgrade. i want the 4 back...

 

repped


enjoy

 

lol wish this worked for the t61p orders...

 

So Im sitting in my study in the Den, watching a bit of Robin Leach and the 'Lives of the Rich and Famous' when I hear a pounding!!!

Thump, thump!!! Its my youngest running down the stairs! He hits my room and trips, the door opens from his head hitting the wood and he is now sprawled out on the floor.

I look down from the tip of my corn cob pipe, my young lad looking up at me in horror!!!

What, what is it son???? I ask...

He replies in a frantic and terrified voice, "He did it!!! He did it dad!!! I can't believe it!!!

Next I see my wife entering the room with a bottle of Dom Perignon and another of Cuervo (my favorite mix)....and yes a bit of smoked Atlantic salmon.

Im thinking...did I win a lottery???

My son then hollars, "DAD HCW REPPED YOU!!! OH MY GOD!!!!

I can see it now, next my systems will be in the shipping prep mode.

 

Mmmmm Dom... my best friend.

 

Hilarious, flamenko. Made my day. Repping for that (that is when I can rep again, lol).

 

Thanks and again thanks agine for those sending me notes of tx for this thread.

Can I again ask that some make comments to keep this at the top for others...dont want to see it get lost in the pile.

 

will they give me a deal on something if i've waited 4 weeks?

 

Call and ask...I cannot answer that. Be logical and bring to their attention how some have received systems in two weeks...

Be honest and ask if they can help you remain a happy client while you wait.

 

Talking to them and making them understand your problems is always teh way to go. Keep things logical and remain calm and you will nealry always be rewarded in some way.

3 years ago when I ordered my Inpriron 8600 which was a steal anyway with $1000 cash off. My order got delayed and i ended up getting the upgraded hard drive and upgraded DVD drive.

I just ordered my XPS 1330M and im in Australia and for some reason there was no way of getting an extra battery online in Australia. So I rang them up and after the rep got managers approval to get me an extra battery he went to start configuring my comp with the rep saying the only deal we have at the moment is the $2,299 one do you want to add upgrades to that. So I quickly told him that it wasn't the only deal and if you navegated into the dell site in a backwards kinda way there were 2 others. Once at the one I wanted he appologised and started to configure for me. Told me the 9 cell battery hung out the back which I already knew. Told me there would be a bigger wait for LED screen. Got to the end he gave me the final price $2540. Then asked me to wait a minute so I did he came back and had magically changed the price to $2490 (the second battery had become half price). So even without my order having been extra delayed just because I found a good sales rep and there were going to be delays he cut me a deal anyways.

Also this kinda thing isn't just for dell. Ive managed to get 3g (mobile phone company) to unlock my mum's, girlfriends & my phones from their network when they arn't supposed to.

Most people will empathise with you if you can get them to understand your position (which is where flamenko's idea of having someone close to you come in handy) but on the other hand ive found with the indian call centers it normally works to just tell them how it is and be very firm that its supposed to happen that way and nearly all the time they fold & just do what you want because most of them don't really know what they are doing anyways.

 

flamenko it seems my mail was usefull, they promised I'll get an upgrade when a I re-order.

 

How long did you guys wait after placing the order to when you actually called Customer Care frustrated and managed to get an upgrade or something? I ordered an Inspiron 1521 Ruby Red.

 

Approximately 4 weeks.

 

I ordered my black Inspiron 1720 July 29th, and on the same day received an email with my product ID number and a statement saying that " You will receive an Order Confirmed email shortly with your customer number, order number(s), estimated ship date and final purchase amount."

I still have not received that email. And I leave for college the 17th, do you think their is ANY way that I will have my lappy before I go?