Dell Customer Serivce Issue

This site popped up when I was searching for a Dell Customer advocate.

I read a post here concerning problems with Dell customer service and they got a lot of help for a friend of hers from posters here.

My goal is to not bad mouth Dell but to get referred to someone who can help me with this issue:

When I purchased my computer I was informed that I would receive a coupon for $100 of Dell products. When I didn't receive the coupon, I contacted customer service who finally e-mailed it to me after almost 2 hours on the phone. The coupon listed a code and conditions but Absolutely nothing about expiration! When I tried to use it I was told that it was expired or already used. I offered to forward the e-mail when they insisted that the e-mail is supposed to list 120 days under terms and conditions but they were not interested. Code was also still within 120 days based on the e-mail date. After 3-1/2 hours on the phone I get the customer care manager, Nadeesh who states that it was their fault but they can't re-issue coupon codes, so he is sorry and understands how I must feel! He said that he would forward my comments to his manager but that his manager will not contact me as he was the highest person in the Dell corporation that I could speak to. I am a good customer, I paid off my computer and can't understand why they would do business like this! I was planning on using the money for a Nintendo DS for my 7 year old for Christmas this year. I am interested in receiving any advice on where to turn next.

Thank you,
Lori

 

Thank you!
I didn't know you guys had direct access to someone!

 

Have you tried the Dell forums found below?

http://en.community.dell.com/

 

I actually am on their boards also. It is a good suggestion. However, they are very mean there.The moderator deleted my post asking how to get a Dell customer advocate stating that I was taking legal action against Dell. My whole post stated How do you find a Dell customer advocate? Another poster said that I must have used bad words which I didn't. They also replied to me that they were going to contact the moderator for multiple posts. I had initially posted in the welcome forum but then found the storm room which had complaints so I re-posted there. The only post suggestion was to e-mail Dell! Been there, done that. I do thank you for your suggestion.

 

There's an old saying, "honey attracts more flies than vinegar ". As you found out, threatening legal action isn't going to help you resolve anything. If you want to file suit, just do it - don't broadcast it and don't ever think that this kind of a threat is going to do you any good - it's a complete conversation stopper.

If you want to resolve a dispute successfully, you need to sit down and write a cordial letter briefly outling the problem and what you have done in trying to resolve this. (That's right - a good old fashioned letter.) Preferably, you should list dates and names of people you have talked to and any responses you have received. Be brief and to the point - don't try to write a book. Be considerate and accomodating but be firm in a friendly way. You need to appeal to their sense of fairness and customer satisfaction but don't try to push them into a corner. More often than not, companies will give reasonable customers every benefit of doubt even if the customer is in the wrong.

I'm not interested in arguing your case or hearing any other details. I'm just trying to offer you some friendly advice. Trust me, every large company has a very talented legal department and a most skillful outside counsel that is more than capable of making believers out of those still trying to catch flies with vinegar. Calm down and take a different approach if you really want to resolve this to your benefit.

 

Good words and advice, Rockster2U. I've been successful in doing just as Rockster suggested. Lori, I wish you well.

 

I was very, very nice to all 12 people that I was transferred to in customer service. As I have been trying to explain to everyone. I have NEVER threatened legal action in any post, e-mail or conversation. I never even thought of it! I also never used a swear word or blocked it out. I only explained my problem and asked for help and advice. I guess accusing me of all this nonsense justifies not lokking at the real issue or offering me any legitimate help.

 

I was referring to Dell's response. The reason I came to this site is because I found a post that someone submitted here looking for help for a friend with Dell. She received many helpful suggestions here and was actually contacted by a Dell customer advocate.

I don't want to look adversarial here and that is what is so frustrating. No where in any post did I threaten anyone with legal action. To threaten anyone over a $100 coupon is just silly. I was simply stating that was the reason they gave for deleting my post. Probably in order to justify it even though my post only had one line which was "How does one get a Dell consumer advocate? "

The frightening thing is that they are not reasonable. They admitted that it was their mistake but that there was nothing that they could do to fix it and they were sorry. I will write a letter but I was hoping that someone from Dell would contact me.