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We are awash in complaints about unpaid Dell rebates. The complaints below represent just a tiny fraction of the megabytes of complaints we've received over the last few years. There is no sign the situation is improving, so buyer beware!
Anyone with a similar complaint should do the following:
- File a complaint with us; complaints to our site often lead to class action lawsuits which penalize offenders and get at least some recompense for consumers.
- File a copy of the complaint with the Federal Trade Commission, which prosecutes violators;
- File a copy of the complaint with your state's attorney general. You can find the address in our Resource Directory.
Darcy of Bettendorf, IA April 8, 2009
Darcy of Bettendorf IA (04/08/09)
I recently experienced bad service from Dell. When I decided to research my recourse options, I merely typed in customer service issues into Google and the first item on the search list was this Consumer Affairs Dell forum - I did not even include Dell in my search criteria! That blows my mind ... In January I purchased my 3rd computer from Dell (800). I purchased it via phone from an internet ad. The sales rep offered me a 100 coupon to use on future Dell purchases if I financed the purchase through Dell Financial Services. While I did not need to finance it, I thought the 100 offer was a good deal so agreed. I received the 100 Dell Dollars coupon - it expired 3/31/09. So, when my printer was low on ink in early March, I thought it would be a perfect opportunity to use my coupon.
Although I would not normally order 100 of ink, I did because of the coupon. I ordered it online, inputting the coupon code successfully, or so I thought. Got my DFS statement recently - it did not include the 100 credit. Having always had good experiences with Dell, I placed a call to Dell thinking I could quickly resolve the matter. Wrong. I was on the phone 45 minutes and transferred NINE times (no exaggeration). I spoke to TEN customer support reps, all of them with broken English. After asking for a manager 3 times, the last person I spoke to claimed to be one - Reeta. She was rude and unsympathetic. Said it was against Dell's policy to apply a coupon after the fact and implied I was lying about entering the coupon code online.
I wrote a letter to Dell, attention Customer Service Grievances, explaining the details. I received a call-back yesterday. This woman basically explained the same thing as Reeta. She seemed to think, however, that I would be happy to know the coupon was extended into May 2009. So, I'm supposed to be happy about spending another 100 on Dell merchandise? Don't think so. I told her how disappointed I am that Dell did not extend me an apology or even try to rectify the situation, and that I would escalate the issue further. She was quick to point out that my letter was received by their corporate office and she was of the highest authority. What? Does she expect me to believe she's speaking on behalf of Dell's CEO?
Somehow, I will pursue this and am not ready to let it slide. Like so many others who have voiced their Dell complaints on this forum, I will NEVER spend another on Dell and I will let others know of this shameful situation.
Kae of Richmond, VA March 31, 2009
Kae of Richmond VA (03/31/09)
I was given 75.00 Dell Dollars to be used on future purchases as a reabte for additional service purchase. When I got the confirmation it was for 50 not 75 and a postcard was supposedly mailed. I never received it. After many emails and calls ( always asking for additional information)I was given a new number today. This rep told me that it expired in 90 days and was no longer valid; Dell has no record of the emails or calls. When I asked to speak to the supervisor, he came online and said he was sorry and hung up.
They cheated me out of 50. Barbara of Cambridge, MD March 17, 2009
Barbara of Cambridge MD (03/17/09)
This is the fifth time I have spoken to someone at Dell regarding a 25 Staples coupon supposedly included in the purchse of a printer from Dell in September 2008. They claim they sent them all out, of which I never received one, and apologize they are out of them. If in fact this was not a come-on they should have enough for those who were contracted to receive one.
It is the principle as much as anything and I even asked for a 25 credit on my account which they would not provide. I also requested contact information for the President/CEO of Dell and was ignored. I had planned to buy cartridges for this printer and paper supplies due to the fact I am on social security. Terry of Ballwin, MO March 9, 2009
Terry of Ballwin MO (03/09/09)
I agreed to buy an extended warranty after I purchased my Dell Printer because I was offered 75.00 to be used on future purchases, like Ink Cartriges. When I tried to use this 75.00 approximately (10) months later, I was told it was 'Coupon', and the coupon was mailed to me, and if I do not have the coupon, I can not use the 75.00 I was promised. This is my 3rd complaint with Dell Computers. I have bought several computers over the years and have referred several friends and relatives to Dell and they have bought computers. I will never buy another product or refer anyone to DELL every again.
This in nothing but a scam. I was not told I would be mailed a coupon or that if it never arrived or was lost, I would lose my 75.00. Dell only wants your money, then you are on your own. Dell 'scammed' me out of 75.00. Catherine of Pittsburgh, PA March 5, 2009
Catherine of Pittsburgh PA (03/05/09)
I bought a Dell laptop in November 2008. There was a great promotion going on then that if I bought the computer I would receive a Dell coupon for 100 a future purchase. On March 2, 2009, I went online to use the coupon toward a digital camera. After submitting the purchase, I noticed a camera I thought I would like better. I called Dell and spoke to someone who obviously was not American but he told me his name was Frank. (sure).
In any event, I told him I had just placed an order and wanted to modify it by making another purchase. He asked for the order number and pulled it up on his screen. He then canceled this order. THEN he got around to telling me I had just forfeited the 100 coupon. I said then forget the cancelation and I would take the original camera I had ordered. He rather gleefully told me that he could not do this either. So I said if he had been upfront with me I would not have allowed him to cancel the order.
Why on earth would I forgo a 100 coupon just for the heck of it? I don't think they ever intended to honor this promotion. He was such a jerk and incredibly condescending. I don't think it is proper customer service to berate a customer, make it sound like it was my responsibilty to ask about a coupon when he had my order in front of him and saw the purchase I was quetioning. He canceled my order BEFORE explaining they would not then honor the coupon. Why would I throw away 100? I grew weary of dealing with him and called back two further times that day and talked to two more Indian men who didn't seem to follow the flow of my explanation. The third did finally say he understood but that since I had USED the coupon, they could not re-issue it. I gave up.
I then emailed Dell's customer service (if it can really be called that) on March 4, 2009. I was given a response later that day indicating that they understand my concern and thanked me for the feedback but coupons could not be re-issued. I NEVER USED THE COUPON. IT WAS TAKEN FROM ME WHEN I CALLED ABOUT MY ORDER THEN THEY HAD THE NERVE TO TELL ME THAT IT HAD BEEN USED! I did reply on the morning of March 5, 2009 to indicate that no they had not satisfied my request that I HAD NOT USED the coupon. It was negated BEFORE the rep explained the process. No one at Dell seems to think this is inappropriate.
I am without the opportunity to use the 100 coupon that was given to me because a Dell employee negated it without my permission or instructions as to what he was doing.
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