Help - Problem with cust service in Dell

scouse

Can anyone tell me details on special offers from Dell from before Oct 7th 2004.
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Background: I bought a Dell 4600 online on the 6th Oct. Sadly my firewall at work blocked me ordering so i had to finish the deal on the phone.

I ordered a Dimension 4600 with the following options
Pentium 4 (2.8 ghz)
160GB hard drive
512mb Ram
128mb GeForce graphics card
48x dvd/cdrw combo drive
1 yr CAR
Fax/Voice/Data modem

(these were all the standard options for this system apart from the graphics card, the modem and the CAR)

This came to a total of €740 (it should have been €799 but it was the last day of a free p&P deal worth €59).

They sent a confirmation order which only had the processor name on it (which stupidly i didnt query).

When the machine arrived it had a 80GB hard drive and 256mb RAM.

Dell refuse (or should i say the salesperson i am dealing with) to admit that they sent me the wrong machine - i only have the confirmation order which doesnt prove my argument.

My argument is that the Dimension 4600 didnt have the option to choose a 80GB hard drive or 252mb RAM at that time. Obviously i cant check the online offers for those dates cos they are gone (and Dell wont forward the details for me)

I think the machine i bought was under a offer called D1045 whereas the confirmation order was D0945. I just need to find out the details of these offers to back up my case,

The salesperson i was dealing with has actually stopped replying to my emails (this was after replying but not answering any of my questions)

end of rant - thanks in advance,

Scouse

Sherifu

This seems to support your case

http://configure.euro.dell.com/dellstore/config.aspx?b=&c=uk&cs=ukdhs1&l=en&oc=D1045&qbc=D1045&s=dhs&sbc=ukdhsrsdimen_4600_1

Took a while to load for me.
Good Luck.

RKM.

fintan

Ring customer care and dont give up, its going to take you ages to get this sorted. Try and get the name of the sales reps team leader. Keep a log of all the times you ring, who you talk too etc. Email and phone constantly till you talk to someone who has the power to get this fixed and tell you they will. The reason the sales rep is ignoring you, is if your machine is returned its a mark against him and he looses all commission for the month / incentives etc

Best of luck and dont expect this to be sorted in a couple of weeks

Canis Lupus

Exactly what Fintan said.... From working in a call centre (not cold calling thank god) the one true way to get a problem solved is to ask for a supervisor/manager and PLAGUE them and if they don't help ask to be put through to their superior and PLAGUE them (they can't refuse ultimately) and keep names and notes of conversations thats totally vital. Best of luck.

(oh and try and be polite but insistent when dealing with them.... being impolite is the quickest way to make them stick their heels in and be obstinate in helping you)

Syth

And don't forget to ask for the name of the person you are talking to. It makes you seem more copped on.

Or ask if they are recording the phone call, then say that you are recording it too. Noone wants something to come back and bite them in the ass.

Don't forget that you're probably speaking to some low pay employee with no power. Don't yell at them. Ask for the manager/superviser. They have the power.

scouse

Thanks to all of you. I am continuing to plague them with emails - these include the salespersons supervisor who is reading my emails but not taking any action.

I have even sent them screenshots of the offer i thought i had purchased but they dont seem to want to answer any questions. Everytime I phone the salesperson is out of the office,

I will try to persevere but it is damn annoying!

scouse

Canis Lupus

Try and talk to people on the phone if u can at all (altho emails are also handy cos u have written stuff u can save). Just it's easier for them to ignore an email (we never got it) than it is to ignore a phone call. Give them a call and ask for the salesperson. If they say he isn't available insist on being put through to someone else who can help you. You really need to try and talk to customer services rather than the sales guy tho cos it's not likely he will help.

Blub2k4

Threaten that you will charge it back on the credit card, full stop, they can then sue you for the return of the machine.

Zascar

Scouse, did you order through the Business Sales department, or the Consumer Sales Department? If you ordered from the consumer Sales Department then then you have the right to send the system back for any reason and get a refund - as long as you act within 7 days. If you ordered through Business Sales, and signed the Confirmation email, there is nothing you can do and Dell will not give you your money back.

The reason you get the runaround from the salespeople is because if he/she gets more then 2 returned systems a month, their commisions are cut considerably.

The D0945 and D1045 are from different months. D is Dimension, the next number is the month 09 or 10, and the 45 is the bundle number. I'd say you got the previous months offer, which didn't have the newest offers of Bigger Memory and Hard Drive.

Talk to the Team Leader (find out their number and leave them a voicemail) but don't get irate, that won't do you any favors...

Let me know if you need any more info.

maxheadroom

3 simple words which strike fear into the heart of any Dell Sales Rep: Michael Dell Issue. Try customer support one more time, if you get nowhere, send an email to Michael Dell's office. He wont actually read it, but his staff will escalate the mail to the highest level immediately.