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most disappointing customer service experience

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most disappointing customer service experience

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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'.

07/29/2017 06:57:05PM

Agent (TIP_Paulo DC): "The gift card will be sent to you via email 10-20 days after your order's ship date."

07/29/2017 06:58:12PM

Jin: "Got it"

07/29/2017 06:58:30PM

Jin: "So what I need to do is just to proceed to check out?"

07/29/2017 06:59:31PM

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."

07/29/2017 06:59:51PM

Jin: "Thank you very much!"

07/29/2017 07:00:00PM

Jin: "I'll go ahead to check out"

Order summary

 

Order date

Jul. 29, 2017

Dell Purchase ID

20067197XXXX

Sales rep details

PAULO_DELA_CRUZ
(800) 999-xxxx

08/10/2017 03:08:46PM

Jin: "If you are not familiar with this item, can you let me talk to your manager? Someone might know about the truth"

08/10/2017 03:08:51PM

Agent (Shaikh Tehseen Moin): "Please provide me with that."

08/10/2017 03:09:06PM

Jin: "Dell should have records by phone"

08/10/2017 03:09:21PM

Jin: "I am not eligible to record any phone chat."

08/10/2017 03:09:28PM

Jin: "it is illegal"

08/10/2017 03:09:58PM

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."

08/10/2017 03:10:05PM

Agent (Shaikh Tehseen Moin): "gift card."

08/10/2017 03:10:17PM

Jin: "Can you let me talk to your manager? He or she might know about the truth"

08/10/2017 03:10:35PM

Jin: "either by phone or online chat"

08/10/2017 03:11:08PM

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."

08/10/2017 03:11:20PM

Jin: "XXXX'

All Replies
  • Greetings,

    Sorry to hear that. Please private message the order details. Let me review the entire order history for you.

    You could send us a private message by hovering the mouse pointer over my username, and adding me as friend.

    Dell-Sahana R
    Social Media and Community Professional
    #IWork4Dell
    Order Status
    Download Drivers