Dear Ms. or Sir,**I am requesting the $** credit (or check) that was offered to me shor...

GetHuman-randklee's customer service issue with Dell - Tech Support from February 2021

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The issue in GetHuman-randklee's own words
Dear Ms. or Sir,**I am requesting the $** credit (or check) that was offered to me shortly after I had purchased my laptop, which the order was then later cancelled by Dell, Inc. Since then, a replacement laptop was purchased. **On February **, ****, I purchased (via Visa) a Dell Latitude **** laptop computer * Dell Pro Sleeve ** on the Dell website (order **********) with assistance from Dell Small Business Advisor, Mr. Wesley Arnold, who explained the options and upgrade choices on the phone as we walked through the ordering process. The estimated delivery date for the laptop was March **, ****. **Around February **rd, I went on the Dell website and submitted a request to customer service asking if it was possible to increase the RAM on the computer that I had just purchased on February **th. On February **th, Case Specialist, Adarsh M. responded by email stating that it was not possible to upgrade the RAM, but if I kept the order, Dell would issue a $**.** credit on my Visa. If I agreed to the offer, Adarsh stated that he would submit the request to the finance team once the order was shipped from Dell, which would be processed into the original payment mode within eight business days. **I responded back on February **th stating that I will keep the order and accept the $** credit to my credit card payment. On that same day, Customer Care representative, Asra Begum, stated that he would process the credit on behalf of Adarsh since he was out of the office. Then on March *rd, Adarsh sent me an email asking me again if I wanted to keep the order along with a $** credit to do so, which makes me believe that Asra did not process my response back on February **th. On that same day, March *rd, I responded back to Adarsh stating that “I will keep the laptop order and accept the $** credit in doing so”. **Approximately ** days after I purchased the laptop, I received an email from Dell representative, Rajwado Vishal on March **th notifying me that the order was cancelled due to an “order processing issue”. There was no explanation as to what the “order processing issue” was. Also in the email, as a consolation for my inconvenience, there was a coupon for a $*** discount towards the next purchase of any laptop or desktop within the next ** days. Considering that there were no sales on the Latitudes that were comparable to the one that I had purchased (and then cancelled), the coupon was not used. I wasn’t going to spend thousands more for a similar laptop just to save $***.**After the cancellation notification, I emailed the Dell representative who assisted me with the purchase, Mr. Arnold, along with his supervisor, Mr. Tyler Ulery, multiple times requesting the reason(s) why the order was cancelled and to get back with me regarding a resolution to the issue. After not hearing back from either one, I sent a follow-up email to them on March **th asking for a status update, but again, no response from either individual. It was very disappointing and frustrating not to hear back from anyone, especially from Mr. Arnold, since he stated in an email that he was my point of contact at Dell and that if I needed help with anything Dell related to contact him, which I did, multiple times. Hence, very poor “after purchase” customer service.**After a few months of not hearing back from anyone, I started to contact Mr. Jim Kennedy, Advanced Resolution Services as per a Dell representative. Again, after multiple attempts to contact Mr. Kennedy to help resolve the issue, I received no response. **Then at the beginning of October **** (approximately eight months after initial purchase), Dell sales representative Mr. Jarrett Parsons contacted me to get the issue resolved in finding a laptop comparable (in price and features) to the one that was ordered in February. **After working with Jarrett for approximately two months in trying to find an equivalent laptop to the one that was canceled, he came across one that was almost identical to the one I had ordered. Then on December **, ****, I ordered the replacement laptop. **During our discussions in trying to find a replacement laptop, Jarrett and his management suggested that I contact Dell Support to have the $** credited to my Visa that was promised me when the original laptop was purchased (since it never went through due to the order being abruptly cancelled on March **, ****) since they did not have the authority to issue the $** credit towards the replacement laptop.**I look forward in hearing from you within the next ** days on what you can do to either credit my Visa account or send me a check for the $**. **Be safe and stay healthy!****Sincerely,*Roger Lee

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Dell - Tech Support

Customer service issue
Reported by GetHuman-randklee
Feb 18th, 2021 - a year ago
Not resolved
Seen by 15 customers so far
Similar issue to 619 others
0 customers following this


GetHuman-randklee started working on this issue
Feb 18th, 2021 7:27pm

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