Getting Money Back...

ceminino,i'm also in germany..not so fluent with german language,but i can speak a little..have you tried to call and asked for any upgrade,gift? why didn't you say to them u prefer speaking english bcos when i bought mine i speak english..

edit:just realize that you have almost the same date with me,mine got delayed to 28.9..sorry that u have to cancel..i don't know whether i should follow u..i'm really in the middle right now...
btw,i decided to buy 22inch monitore (HP)...if dell could give me great discount for their 24inch monitore,that would be great
but i'm not putting high hope for any upgrade,free gift since dell Germany is not like dell US..i'm only get 4% discount for my m1330 (student's discount)...stingy!

 

08-05-2007, 11:56 AM #8
flamenko
"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."

that is not ture i talked to a CSR this morning and they are not allowed to give warenty upgrades so he gave me a free printer but i didnt even need one. oh well i could always sell it on ebay

 

That's odd. In the UK, after a few pounds off offers, warranty upgrades is what I hear about most frequently when it comes to freebies.

 

Im sorry. I cant dissagree that you may have been told that by a CSR but I have experienced different in several instances.

Personally speaking, my M1210 warranty was comp bumped from standard to NBD Onsite when i got it. I wont speak of the systems im getting but...

Ive always found the warranty simplest, its all in the approach I think though...

I would suggest calling and speak with a diff CSR. Dont be afraid to CSR shop until you find someone you like.

 

I think 'shopping' CSRs is the shortest route to getting 'marked'

 

Its nice to know your reading my threads....

But I dont necessarily agree. From what I have seen on these forums, it seems that those who arent happy have a certain demeanor about them. Dont get me wrong because we have seen me at my best at times.

I shop CSRs each and every time and then I keep them. I promise them one or two more sales, or that great thank you letter, and I pull through. They win by your service and letters to their bosses.

When you first shop for a system, brand new, they dont know who you are...they cant mark you...so you get a quote and get them to email it...try again the next day...and so on. You may even find a CSR who will take a chance to get your business.

There would be no reason to mark you if you are polite and inquisitive. When I order, I always have the online site open with all the options. I walk through every option with the csr and always ask what I can get that for or if they can throw it in. I always have the best success on warranties.

People seem to regret how a compliment like " I like how you changed that...Thanx!!!" will change the way your dealt with.

Put yourself in the shoes of the CSR. You give the upgrades to those that you really want to give them to. I got my M1210 last November at a price that still hasnt been beat, just over 1500 taxes included. It is loaded to the hilt...except it has NBD warranty and not complete care. Everything iIgot though came through my talking...no coupons, or school deals or dell daze..

I wish I could show everyone all the praise in reps where so many are saying "Tx I got this and that'...in Canada and elsewhere.

 

Right... But then, if you are that nice, why do you even need to shop CSRs? Also, from how you describe your experience, you are not new to Dell, are you? So how do you actually manage to shop CSRs, after all, they already have a long record of all the conversations you had with Dell already?

My point is that you might be very nice and patient with Dell, but it's not what everyone else here is like. Just today, someone threatened to kill a Dell tech. So giving out a blanket advice to shop CSRs will eventually backfire, and, in your words, someone will get "marked" for life. Besides, no matter how nice you are, if you call in often enough, it will be noticed and the whole attitude toward you will change. Finally, not everyone here has 'business' connections to promise further business, unless, of course, they lie, but that's not what you are telling people to do, are you?

 

None of my advice is ill given. I havent ever done anything but suggest being polite. Those that are marked have done it themselves.

I have done nothing more than suggest we all treat the CSRs how we would want to be treated no matter how frustrated we are.

My systems shipped so Ill say this... I got it half price yes..because of a Dell Mystery Coupon Daze coupon.

Not included in that was the comp upgrade to Complete Care, Comp Windows Vista Ult Upgrade, Comp 1.8 to 2Ghz upgrade and comp 9/9 cell battery upgrade.

The sales Rep I used was not known to me and neither were the CSRs. I have the ph number and extension of all now though and could call them in a sec and they would remember me.

We are frustrated at the process and too often we get caught up in it; I have...I just have channelled it at the right times.

 

Let me close by suggesting this to everyone. There are Dell salespeople and CSR Reps who really want to help you. They are the people who enjoy their job because they are helping us out and we reciprocate with positive response. I believe they would gladly give you the little extra believing you will show your appreciation of that. We seem to forget those people exist.

 

Lol, that's so funny, you love to take credit when someone succeeds by following your advice but you are quick to disassociate yourself from those who get into trouble by doing the same... Nice, very nice philosophy. I think you'll become a fine politician one day :laugh: Bush and Cheney might learn something from you, that's for sure :laugh:

 

I get that a ton of the complaints are justified, but for some reason, I always feel like i'm not justified to complain. I want compensation for the long wait, and I am upset that I won't be receiving my computer before I leave for school (a major inconvenience), but it's not as if I didn't know what I was getting into. For some of you, dell changed the date on you, but for me (ordered on 8/6) the ESD was always the 28th...

Yeah, i want compensation, but am I really justified to complain?

Maybe I just don't know how to make the right argument. Any tips?

 

I would say, seeing that you've been waiting all of a week, no you are not justified, that's just IMO though. I definitely think you are justified to do what I did and get on chat and say that you really need your laptop for school by "xx" date and get upgraded to free overnight shipping.
This is my 2nd order, my 1st colored lid was taking too long so I reordered a black lid but I have never waited over 2 weeks so I never felt I deserved anything more than an upgrade in shipping. Now if they delay my ESD, then yes I think I deserve "something" but as of now, I believe most people are still getting their Dell well before the ESD.

 

Definitely not justified, yet. If the August 28th ESD comes and goes, then you should complain.

Were you ever told otherwise or did you know that August 28th was the ESD when you ordered?

 

I just read the post and thought the guy ALREADY has a gret deal. How do you expect to get more from what little you already paid? Am I wrong on this?

 

There seems to be some confusion about "shop" as in "shop around for a good CSR" and "shop" as in "if he dont help - shop him to his bosses"

LOL

 

I keep getting thrown around from department to department. What number should I be calling?

 

What is your situation? What did u order?

 

I ordered a Inspiron in Espresso Brown, the 1440 Resolution, in late July. I would like to change my order to next day shipping at this point, because at this rate its going to ship only a few days before I leave for college. This is my fourth purchase from Dell, and while its always been a little hard to get in contact with them, I've never experienced anything like this in terms of Customer Support. Its impossible to even get in queue for the Live Chat, I sit on hold for 45 minutes only to be switched to another department, and my emails are not being responded to.

 

thanks, somuch2s@y. I definitly agree with you. I know I haven't been waiting a long time, and really I wouldn't be bothered by it if I didn't have to leave on the 18th.

I've ordered from dell a bunch and i'm just used to the comp. shipping out very soon after I order it, like within a day or two. To be honest, I didn't know there were huge delays when I ordered, and expected the long ESD to be a mistake or something. Anyways, the problem here is, some people might say I should have ordered earlier. Well I say, tell that to the guys who ordered in July and are still waiting!

Anyways, it'd be great for overnight shipping, but even that won't help if my comp. isn't done till after the 18th. Can you change the ship address without canceling your order?

I'm not angry with Dell, i'm just a little frustrated at my situation.

 

i got a 50$ carrying case for free just a week since i ordered it.now THAT has got to be cool considering one week is regular delivery time.thanks flamenko for the concession tips

 

Hmmm... I just called Dell and (politely) asked how accurate my new ship date is likely to be and if there were any comps for waiting so long. My rep told me that I should respond to the email I get when my system ships for any comps. What does that mean? Have they moved to a "see how bad it is for this order" comp system?

I do have a case number now. Maybe that will help if/when it gets delayed again....

This was supposed to be my birthday gift from my husband - looks like we might be getting it by his birthday in Sept.

Order Date: 07/16/2007
Original Est. Ship Date: 08/14/2007
New Est. Ship Date: 08/28/2007

Ordered: 1520 - Spring Green
Intel Core 2 Duo 2.0 GHz
2.0 GB RAM
High Res Display (1440x990)
Intel Graphics Media Accelerator
160GB SATA Hard Drive

 

I myself would have no prob calling Dell and telling them just that; iot was a surprise for your hubbys birthday and so on. I would bet you dollars to donuts they throw in a case and send it now just as a ....prepresent for his birthday. Special occasions are serious for dell as they are a fammily company right Mike??? lol

 

I called to complain about my ship date. It was 8/13 now it's 8/21. I didn't have much but I had something considering I configured it w/o any flagged shipping delayed components, right? The CSR told me it was due to a shortage of LCD screens, but for all I know he could have been blowing smoke up my backside. Regardless he said they are all in and they are catching up. He offered me next day delivery, so I took it. If it's Dell-ayed again I'll post w/ my new comp.

 

Just call 1-800-WWW-DELL. I'd only call if they changed your ship date, otherwsie you're going in unarmed. When you call the number (they have voice prompts...) just keep saying 'other issue' etc until you get ahold of someone. I called last night and from dialing to hanging up it took me 18 mins and 45 seconds (during heavy call volume). I had my shipping upgraded to next day for compensation. You may want to change your ship-to address as well if you'll be @ school already. PLUS, online I have added my email for notification purposes and it has never 'stuck', so I did it over the phone and that seemed to work. I also have an issue number now as well.

 

This was my orig information:

System 1 -XPS M1330
List Total w/tax =3712Cdn
Total Paid w/tax = 1560
Total Saved = 2152

Reasons:
Dell Mystery Coupon Daze Coupon -50%
Comp Upgrade Processor (1.8 to 2)
Comp Upgrade of OS (Premium to Ultimate)
Comp Upgrade of Warranty (NBD to 3Yr Cplt Cr

Now...I just got off the phone with Dell again. I thought I would try and get a 4 and 6 for a 9 cell because I really need a smaller battery. The girl was very nice and after about 10 min came back and said she couldnt get me a 4 cell because its not in the order system yet. She was apologetic and asked if I would be happy with a 200 credit to my MC right now. Of course i said. She said, that way, I could just order a 4 and 6 and have a bit of a bonus for my troubles.

So now....

System Value with Tax - 3712cdn
My FINAL Price 1360
Total savings 2352.

Lesson learned by me....Its never too late to be nice and just ask.

 

I just had the same conversation with a CSR and was also told to wait until the system ships. Wouldn't that be a little too late to recieve any upgrades?



Order Date: 07/14/2007
Original Est. Ship Date: 08/14/2007
New Est. Ship Date: 08/28/2007

Ordered: 1521 - Spring Green
AMD Turion™ 64 X2 Mobile Technology TL-56 (1MB/1.8GHz)
2.0 GB RAM
Glossy, widescreen 15.4 inch display (1280x800)
ATI RADEON® Xpress1270 HyperMemory™
160GB SATA Hard Drive
VISTA Premium

 

I'm planning to give them an ultimatum, $500 off or I'll cancel. I'm actually looking forward to cancelling because I want to order the new XPS 1730 when it comes out on the 27th. And since my delayed ETD will probably get delayed again the XPS 1730 might actually come earlier. Though, I'm thinking of cancelling after they've started building.

 

I just got off with Customer Care about my system that I ordered on Aug 10th. It's ETA is Sept 29th but no one told me about any delays when ordering the system. The only delay they said was up to 8 days for a colored bezel which would make the total waiting time 2 - 3 weeks tops. Now I see it's about 1.5 months to wait.

Anyways, they said they are no longer giving out compensation becuase it's a "production issue with some parts and because it's a production delay, they do not offer compensation". She did tell me right on the spot that she'll refund me and cancel my order now though.

 

How nice of her. It's not a "refund"- they don't charge you until it ships.

 

This sucks.. Now I have a case history with Dell and for nothing. No comp at all. And the next time I chat or call in for a comp, the agent will see that I already tried and failed. (I work for Dell, btw)

What would you do? Try chat again or call in?

 

Hmm, I have a question. What do you guys all mean when you say "CSR" and "Salespeople". Someone in this thread made a mention that they are different; is the individual whom I bought the Notebook from (I have his Extension) a CSR or a "Sales person"? And, if he's only a sales person, how do I get a hold of a CSR?

My Notebook's ESD date has been pushed back a week of its original ESD--the new date will be after University have already begun. And since I've enrolled in a technology intensive semester, this is NOT a good thing (obviously). I'm just wondering who I need to get a hold of to:
1) First of all, confirm if the new ESD is not a mistake and that there will indeed be a delay.
2) If there is a delay, I want to get expedited deliver service.

Will the Dell Rep that originally sold me the Notebook be able to help (like I stated above, I have his direct number--and he lives in Canada too, which according to flamenko is a good thing since geographical "closeness" is a good thing; I reside in Canada as well)?

 

Good news and bad news...

I will start with the bad; there is no upgrade to shipping. It comes from the US standard ground then Purolator here for the most part.

Secondly, a salesman is just that and a CSR is a Customer Service Rep. Call 800-847-4096 1-2-1 tomorrow and speak with a CSR from the Toronto area. Ask if you can speak with someone with access to DOMS (Dell Order Managment System) because only that will give you the answer you need pertaining to when you will get your system. Explain your situation well.

If they cannot help dont be afraid to ask if any concessions are available to keep you from cancelling and buying from a store instantly.

Good luck!!

 

Yikes... So, no shipment upgrades, gotcha.

One more question, should I still call Toronto if the shipment address is to Surrey (Greater Vancouver Region), BC? Is there a British Columbia extension?

Also, how would I know if the CSR I'm talking to has access to DOMS?

Thanks for your reply, + Rep .

 

There may be a number closer, such as Edmonton. You can ask them. and..ask the CSR if they have access to DOMS. If they say no politely ask to be transferred to someone who does bacause you need specific questions answered.

 

I understand, I'll look around .

So, my direct line to the customer rep that I bought the notebook from is pretty much useless after the fact that the purchase is made?

 

No not really... That is your sales rep and may be very helpful later if your book is delayed.

The CSR rep answers your general questions such as shipping. Its actually a healthy balance between the two that will help you.

Myself, I have received warranty, processor and OS upgrades from the sales rep whereas I have most recently received 200 back and a 19" LCD from a CS rep solely because they enjoyed the conversation. They asked if they could help me out.

 

Ah, I see .

It's a good thing I thanked my sales rep since he gave me a deal in the first place (a free Balkan bag that' worth $49 CAD) .

As for OS/Proc upgrades, common sense would dictate that it'll be impossible once the notebook is already in production, correct (It goes into production today--allegedly)?

 

Its possible but then your order would be cancelled then another started; it would put you further back on delivery.

 

Okay, thanks for all your help Flamenko.

I won't bother with Proc upgrades then (defeats the whole purpose I want compensation--for the delay)... Even though it is quite shoddy (T5470 ).

I'll try to fish something for free out of them (Do they offer USB Mice as compensation? That'll be a good start, heh) .

 

I notice you're from Canada, Flamenko. I've been waiting since July 8th, and I've recently tried to get compensation. I tried in a chat, and the rep said that they could not offer compensation for lost time.. and I emailed one rep who said they would "keep an eye on my order for me" and they were out of the office so someone else emailed me back and they also said they couldn't offer compensation.

When I email/chatted I explained to them that I ordered my laptop so early so I would have plenty of time before school to set it up make it to my liking, etc.. so I won't have to deal with that in the middle of uni. They just said they realize I'm frustrated etc etc. I get tempted to say that I will cancel and just buy another brand from a store, but I know I won't do it because I really like the spring green color. So I feel like by saying that they just might offer to help me cancel it.

I figure actually calling in is more effective, but the thing is.. I used my dad's credit card and account for ordering and when I went on the chat the first time using my name.. they said they couldn't tell me anything, and that it had to be my father they were talking to. So I figure I can't really call in.. since I'm a 19 year old girl and probably can't pass for a father Any suggestions?

 

Notta one because technically its your Dads order; he would have to address things. The best number for Canada that I have found is 800-847-4096 1-2-1

If your Dad were to call and stress how others who have ordered later hava received their systems and if their are any concessions available for his trouble it may assist.

Good Luck!!! Another thought is to have your Dad call and ut the system in your name right now. That can be done giving you full access.

 

I just got the automated delay email that has moved back my ESD to 9/4. Oddly the Dell Order Status page still lists it as today.

I called Dell and after patiently talking with a CSR and then his supervisor, I was offered $50 for my next purchase. I declined that, saying I was not interested in credit, and was offered $50 back to my Visa. Considering my purchase was only $1003 in the first place, I'm okay with that.

Since my laptop is in the boxing stage right now, I'm hoping it will actually ship within a day or two. If it hasn't arrived by Thursday (I was already upgraded to Next Business Day shipping for free) I will call and probably ask for more.

 

I'm not sure if this has anything to do with it, but when I logged on to chat at 5:30 this morning simply to check my order status, I was given $50 credit for the long wait even though I didn't complain or ask for anything. Maybe when they're less bogged down it's easier to get compensation? (I walked right into the chat, no wait). Or maybe not I don't know.

 

That is encouraging to all I think...

 

i got an extra one year warranty over my original warranty. i called in and just said i want compensation, just like that no explanation no crap. the lady was nice, she checked my profile, told me when my laptop would actually ship and then offered a one year add-on. i accepted after asking about it and that was it. the lady was pretty nice and considering that my laptop was only delayed for a week i think i got something good. makes me feel better

 

i rang up and wanted to make a complait about my sales rep for trying to blackmail me and lieing, but she was insistant on offering me a refund first a case, i said no, than £30 i said no than £50 and i agreed. Am i happy? semi it gives me total savings of around £200 but its been a bit of a hassel to be fair.

 

shocked you got anything at all.

gotta love the feeling of entitlement on these boards!

 

A couple weeks back i attempted to get dell to compensate me for my wait which is currently at day 61. The rep told me that she wasnt going to offer me anything because she thought i got a pretty good deal already.

It was both funny and sad at the same time.

 

I am getting my order before my ESD, but still, I played the "GDDR2 vs GDDR3" card, and they said they would compensate me. The thing is, if I ask for a processor upgrade, will it be shipped back to Malaysia, changed, shipped to India, in customs for 20 days, and then delivered to me, or they'll just replace the processor here. Though it's more likely I'll ask for a case and CompleteCare.

 

any hardware upgrade will result in cancellation and reordering, push for warranty or acessories which dont need to be built.