I'm a grad student at Georgia Tech and needed to buy a new laptop. I wanted to take advantage of Dell's "Back to School" offer, in which you get a $200 gift card for spending over $600 on specific laptops. I ordered the high-end Dell XPS 15Z for around $1150 (the laptop was listed as eligible), and used a virtual cart that was created for my by a Dell live chat agent. I placed the order on May 17, and it finally reached me on May 26.
No where in the confirmation email did it say that my gift card was due, or if I had qualified - and I assumed that it was just a matter of waiting before I received it. Well, it's been almost two weeks so I decided to call Dell Customer Care today and I was faced with outright rigidity via scripted responses. I tried my luck twice and both times I was connected to India and the support agents showed zero empathy and just told me that my order wasn't placed under the correct "student segment" (and was instead placed under the home segment).
This makes no sense. I contacted Dell Live Chat with the understanding that they would help me make my purchase, and I used the very same Dell virtual cart that was created by the live chat agent to place my order. I am clearly a student (as can be verified by my .edu email address), and the laptop I ordered is part of the Back to School promo as well. Can't I get my $200 gift coupon based on these facts? I feel kind of robbed because I followed the system and the live chat agent's steps perfectly, and yet this "student segment" technicality seems to be coming in the way. Dell should be accommodating loyal customers who have spent thousands of dollars on computers, instead of trying to push them away like this.
What should I do?
I`ll ask a moderator to contact you Monday, he may be able to assist you.
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Ideastorm member since 2007
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The issue has now been resolved, I received my coupon after talking to customer support some more.