Now I am super afraid of purchasing anything on Dell. The customer service reps are constantly working inefficiently, or not helpful at all. I bought an XBOX bundle, which should be with a Dell gift card. I confirmed that info both by phone and online chat then I did the purchase. However, no gift card is received until now. Then another confusing rep Shaikh Tehseen Moin told me that my purchase is not eligible for this gift card. He said he confirmed and double-checked somewhere. I require talking to a manager and he said he will let his manager call back. Guess what? Yes. No one called back finally.
This is not a rare case, at least to me. I bought TV, laptops, PCs, routers and many tech things for my home, my lab and our department in our university. Dell's customer service is going downwards. Many of they don't know anything but always pretend to be sure about their work. Without any action, Dell will lose more and more customers.
Attached are partial records from the rep of 'gift-card' and the rep of 'no-gift-card'.
Agent (TIP_Paulo DC): "The gift card will be sent to you via email 10-20 days after your order's ship date."
Jin: "Got it"
Jin: "So what I need to do is just to proceed to check out?"
Agent (TIP_Paulo DC): "yes, that is correct :) Gift card promotion is included when you purchase the console and no registration is need to qualify for it."
Jin: "Thank you very much!"
Jin: "I'll go ahead to check out"
Jul. 29, 2017
Dell Purchase ID
Sales rep details
Jin: "If you are not familiar with this item, can you let me talk to your manager? Someone might know about the truth"
Agent (Shaikh Tehseen Moin): "Please provide me with that."
Jin: "Dell should have records by phone"
Jin: "I am not eligible to record any phone chat."
Jin: "it is illegal"
Agent (Shaikh Tehseen Moin): "I am sorry, as per my tools I see and I have double checked it the order is not eligible for the rewards."
Agent (Shaikh Tehseen Moin): "gift card."
Jin: "Can you let me talk to your manager? He or she might know about the truth"
Jin: "either by phone or online chat"
Agent (Shaikh Tehseen Moin): "My manager will also convey you the same, still if you wish please provide me the number to reach to you."
Sorry to hear that. Please private message the order details. Let me review the entire order history for you.
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Dell-Sahana R Social Media and Community Professional #IWork4Dell Order Status Download Drivers