upgrade to extended warranty + complete care

I upgraded my 2 yrs at home service to 4 yrs at home + complete care.

I was quoted $368 for upgrade from 2 yrs to 4 yrs + complete care. but they would have to charge me $628 for a full amt of 4 yrs at home + complete care, and credit me $260 for the original 2 yrs at home service.

today, i went to my account in Dell website and saw 2 "orders".

order #1
Type 3- Third Party At Home Service, 24x7 Technical Support, Initial Year
CompleteCare Accidental DamageService, Inspiron 1-800-624-9896

Sub-Total $328.00
Shipping $0.00
Tax $25.44
Total Price $353.44

Order #2
Type 3- Third Party At Home Service, 24x7 Technical Support, Initial Year
Type 3- Third Party At Home Service, 24x7 Technical Support, 1 Year Extended

Sub-Total $-260.00
Shipping $0.00
Tax $-20.16
Total Price $-280.16

I wonder why the order #1 only has the "initial year"?? did Dell misenter the 4 yrs at home service to 1 yr at home service + complete care??

I will call dell tomorrow since their phone support service is closed. But I would want to get some feedbacks from the users from here.

thanks in advance.

edit

i just looked at the complete invoice:

for order #1
11950-1000*Type 3- Third Party At Home Service, 24x7 TechnicalEA209.00209.00
Support, Initial Year
11900-8786*CompleteCare Accidental Damage Service, InspironEA119.00119.00
1-800-624-9896

for order #2
11950-1000*Type 3- Third Party At Home Service, 24x7 TechnicalEA209.00-209.00
Support, Initial Year
11950-1001*Type 3- Third Party At Home Service, 24x7 TechnicalEA51.00-51.00
Support, 1 Year Extended

It seems a screw up to me. originally i requested to upgrade from 2 yrs to 4 yrs, and it turns out download to 1 yr + complete care.

sigh. sure need to call back tomorrow
what a hassel.

i was quoted twice on different calls about upgrading from 2 yrs on-site to 4 yrs onsite + complete care for 368.
i definietly will call customer care tomorrow. i might not ask for any compensation as long as get the warranty thing works out.
i should have got the extension of the lady who made the order for me.
i only got the name.

Can they track who created the order and trace back to the person so I can speak with her on the phone?

sigh. i am going to call and ask what's going on. if they price me something different again, and i am going to talk with them for hours until things get it resolved.

thanks again

Just talked with Dell 30 sec ago. the first rep was a complete a-hole. did not try to help, and did not bother to explain. i called again and got a very nice rep. asked her about what happened to my warranty.

she said there would be 2 orders and 1 credit memo. the first order would be the initial yr + complete care, then the 2nd order would be 3 yr extended warranty. of course, they have already credited me the intial yr at home + extended at home.

She said normally they have to push thru the 1st yr on site + complete care first, then extended yrs would be processing. i do not know if it is true or not.

She said she has noted in my account $628 + tax for my 4 yrs on site service + complete care; and said I should not be charged more than what it is noted in my acct (628 + tax). she also told me this "order" (the upgrade extended warranty) will be posted within 1 week, and ask me to check back.

I get her name; and i tried to get her employee ID but she won't give it to me. She said she is the only xxxx (the name) from xxxx xxxx xxxx (area / region name).

I also noticed the rep name who helped me to do upgrade last week. Her name is on the order (1 yr on-site + complete care).

I will try to call back again today evening or tomorrow to talk to another rep. Just want to make sure the "$628 + tax for 4 yrs on site + complete care" is really noted in my account.

By the way, she said I would get the $75 rebate. I will get notified when 2nd order (3 yrs extended) goes thru so i can submit the rebate. I am crossing my fingers.

anyone know if it is normal to create 2 orders for upgrade from 2 yrs at home to 4 yrs at home w/ complete care?

thanks and sorry for the long post.

i edited to my previous post

"By the way, she said I would get the $75 rebate. I will get notified when 2nd order (3 yrs extended) goes thru so i can submit the rebate. I am crossing my fingers. "

actually she meant i could get the rebate $75. when the 2nd order goes thru, i will be notified, and i can submit the rebate form.

i still kind of shock of how they handle extended warranty upgrade. the first rep told me on last friday so i would not be surprised.

anyway, will check with them again because i can't just trust what the rep tells me.

I called to Dell for the 2nd time today. The 2nd agent told me the order was not added for the 1->4 yrs extended warranty. finally got the order in, charged 3xx (tax included).

i need to call back for the 3rd time because of the rebate. i am too tired of calling dell and they are not getting things corrected as they promoised they would put a note in my acct about $75 bucks rebate. long story short. all i can say is.... get the extended warranty and complete care when you order your laptop.

edit:

on the call with dell extended warranty department. the lady does not seem willing to listen to what i say. she keeps saying "regarding the rebate, did you download the form and fill in.. etc". i said "i downloaded the form, but the rebate entry is not in the order / invoice. i am calling to add it in my order / invoice".
she said, "regarding of the invoice, did you go online to request the invoice?"

wtf. either i have language problem (yes, english is my 2nd language but i do not think i have difficulty to communicate with others) or she just does not listen careful of what i said.

finally she said, "so, the agent did not add the entry?"
i said, "the agent did not add the entry"
she said, "so you are calling to add the entry, right?"
i said, "yes."

and finally she processed my rebate and created an order number for me. geez. LONG way to go for that $75 bucks

edit again:
after about 5-6 calls to customer service and extended warranty dep, i finally got another order number which is for 75 dollars rebate. i just need to wait for the invoice. i see the order is being in process.