Felt the need to post this.
I spoke with a CSR at dell.ca today who agreed to apply 25% off of the price of a baseline, non-promotion Inspiron 6400 (there is currently a 25% email promo for certain systems here in Canada). The default build is currently selling for $979 and after my requested configuration the price was $1704. Here is the configuration...
Core 2 Duo 2.16
Windows XP Home
1GB DDR2 533MHz
15.4 inch UltraSharp W SXGA+
120GB 5400rpm SATA
256MB ATI X1400
8X CD/DVD
Dell Wireless 1390 802.11g
Integrated Audio
Integrated 10/100
85 WHr 9-cell Battery
3 Yr Return to Depot Service with 3 Yr Complete Care 3 Yr Tech Support
At this point, the CSR went to speak with his manager and when he returned he said the best discount they could do was $400 off since the 25% off was only for certain systems. Since this was only $25 less than 25% off ($1704 - 25% = $425) I said no problem and agreed to purchase the notebook for $1486 taxes in. All my information, including my credit card number, was taken and then he put me on hold to verify my card and complete the transaction. Unfortunately, he then came back and said that the 2.16ghx processor was not available with "this system" and that I'd have to go with the 2.0ghz. I mentioned that we had already agreed on a price and system and that he'd really should do something to make up for this change (ie reduce cost of system, free bag etc.). When he next came back he started talking about only being able to give me $200 off! I then politely asked to speak to his manager directly as I'd already been on the phone for 45 minutes and I was getting extremely frustrated. Incredibly, the manager came on and started describing a completely different system as if my initial conversation had never taken place. I interrupted his spiel to explain what had happened and he replied by saying that the original CSR was new and had been confused by the system! I then mentioned that this "new" CSR had been in contact with a manager multiple times throughout the call and that there was no chance for confusion. He then repeated the "best we can do is $200 off" which is when I decided to get his name (I already have the original CSR's name and extension) as I had decided to write a letter to Dell explaining this terrible encounter. I've never experienced customer service like this before.
Has anyone experienced something similar from Dell.ca or Dell.com? Also, is there a proper channel I can go through to complain about this situation?
Thanks in advance
I spoke with a CSR at dell.ca today who agreed to apply 25% off of the price of a baseline, non-promotion Inspiron 6400 (there is currently a 25% email promo for certain systems here in Canada). The default build is currently selling for $979 and after my requested configuration the price was $1704. Here is the configuration...
Core 2 Duo 2.16
Windows XP Home
1GB DDR2 533MHz
15.4 inch UltraSharp W SXGA+
120GB 5400rpm SATA
256MB ATI X1400
8X CD/DVD
Dell Wireless 1390 802.11g
Integrated Audio
Integrated 10/100
85 WHr 9-cell Battery
3 Yr Return to Depot Service with 3 Yr Complete Care 3 Yr Tech Support
At this point, the CSR went to speak with his manager and when he returned he said the best discount they could do was $400 off since the 25% off was only for certain systems. Since this was only $25 less than 25% off ($1704 - 25% = $425) I said no problem and agreed to purchase the notebook for $1486 taxes in. All my information, including my credit card number, was taken and then he put me on hold to verify my card and complete the transaction. Unfortunately, he then came back and said that the 2.16ghx processor was not available with "this system" and that I'd have to go with the 2.0ghz. I mentioned that we had already agreed on a price and system and that he'd really should do something to make up for this change (ie reduce cost of system, free bag etc.). When he next came back he started talking about only being able to give me $200 off! I then politely asked to speak to his manager directly as I'd already been on the phone for 45 minutes and I was getting extremely frustrated. Incredibly, the manager came on and started describing a completely different system as if my initial conversation had never taken place. I interrupted his spiel to explain what had happened and he replied by saying that the original CSR was new and had been confused by the system! I then mentioned that this "new" CSR had been in contact with a manager multiple times throughout the call and that there was no chance for confusion. He then repeated the "best we can do is $200 off" which is when I decided to get his name (I already have the original CSR's name and extension) as I had decided to write a letter to Dell explaining this terrible encounter. I've never experienced customer service like this before.
Has anyone experienced something similar from Dell.ca or Dell.com? Also, is there a proper channel I can go through to complain about this situation?
Thanks in advance
here's the thread on my angry letter.
