another dell customer service problem..

well, i reformatted my computer, and before i did that, i really liked the Dell Media Experience program. They did not send me the software to re-install this, so i asked them to.. they said they would and i said thanks and all.. (via-email) and i checked my order status, and i seen that there charging me 10.95! so i sent them this e-mail...

Thanks for getting ready to send me this software, but i just checked my order statis.. it says its costing me 10.95. if i'm being charged for some software that should of already been included with my $2700 laptop, then i dont want it. you replyed to me saying that "Please check whether you have received Dell Tools/ Applications and Backup CD or not. Dell Media Experience software is available in Dell Tools/ Applications and Backup
CD." so that means that it should of came with the package. i'm sorry to be rude, but after already paying over $2700 on my laptop, i figured that all the software was included!.. thank you for the good reply via: e-mail. i do apprichate that. but like i said, if i'm going to be charged, forget it. if i'm not (as i shouldn't be) then please send it. Thank you verry much.

tell u what happens next after they reply.

 

yes, please keep us posted on this, more and more manufacturers are cutting back on including disks and it's obviously to cut pennies here and there, if they start actually charging people to get disks for the applications that they theoretically purchased with the laptop, well that's not just bad practice that's unfair to consumers and I'm sure not legal if it were challenged.

 

it's quite possible it's there only for dell's accounting.

many posters here have said that they received their CD's with an "INVOICE" of $xx.xx, but were not charged that amount. it's simply an accounting practice for dell to track their inventory.

same thing happened to my dad with a free printer promotion. there was an invoice of $xx.xx, but he wasn't actually charged that amount.

this may be a different situation, but why don't you call and actually speak to a rep. you'll get a much clearer answer instead of emailing back and forth.

 

ohh i think you dont have to worry about it. cuz i ordered my winxp cds and my software cds from dell and they charged on my order status like 75 and 35 dollars. its just a procedure they have to keep up in their inventory to see how much money is involved. just make sure you dont get an invoice dealing with those cds. if you do then, you might want to complain cuz that means you prob have to pay.

 

yeah..dont worry at all..they did the same thing with me when i ordered a copy of the xp cd. I got a bill along with the cds in the package saying i owe them $35. A surprisingly quickly answered call to Dell customer care said it was just for their records.

 

I wouldn't worry about it either....It is a standard procedure. The reason is because you are ordering from technical support. With TS, any product that you get (including the CDs, parts covered by warranty, etc) will have a charge on your account and a return package slip in the box. Unless you receive a invoice in the mail, you do not have to return the product or pay. If you receive an invoice, it will give you directions about either paying for the item or returning it. Normally the invoice is sent the same week you receive the package.

Even if you call dell and inquire about whether you have to pay or return the product, some will say "Yes, no matter what, you have to return the product" and some have said no. I know with the CDs you are allowed to keep them without paying. All of this is because most hardware is required to either be paid for or sent back, so they just include the return slip and cost with everything.

SG

 

I keep reading through the Dell customer service forums this morning and see nothing to the negative of Dell but lots to the negative of the posters.

It has been well over a year that Dell hasnt included disks with some systems. Actually, I believe the disks only come with XPS now but couldnt be wrong.

Its why they created there Disk Restore ability; to eliminate the disks.

Now, if you require or even prefer a disk, they simply send it to you including operating disks...no questions asked.

My suggestion to many would be to simply understand how the company operates before crying foul.

And trust me...this is coming from a guy who has probably easily over a hundred hours logged because of a lemon M1210 I purchased; a system which is finally being replaced.

I can tell you that through all the orders and online support, I received 3 motherboards, 3 hard disks (one a comp upgrade, 2 fans, 2 DVDs and 2 batteries to include at least 5 different disks...all within 2 days of request.

PS Bills or receipts mean nothing if they come with the product as they only account for things on their side. The only time it costs is when they ask for your credit card info... which they wont.

 

Flamenko, this thread is over 2 years old.. What does reviving this do, apart from showing that you are a dell fanboy?

 

:laugh: :laugh: :laugh:

 

Geeze is right, this thread is two years old. Find a newer thread to discuss Dell tech support. There are 10,000 more so no need to create one! Thread closed.