Misinformation and Service

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@DELL-Cares​ I placed an order for the XPS 14 but had a change of mind regarding the color. I reached out to a sales advisor via the Dell website chat to ask about changing the color. The advisor informed me that the only way to do that was to cancel the order and place a new one. I had used a coupon for the original purchase, so I asked what would happen to it. The advisor assured me that once the order was canceled, the coupon would be reactivated within 4 hours.

However, after canceling and waiting, I tried to place a new order but the coupon didn’t work. I then contacted Dell customer service and was told that the information I received was incorrect — the coupon was a single-use code and cannot be reused. I asked if they could issue a different coupon as a courtesy, but they said they were unable to do so.

I had originally planned to use that coupon along with a Rakuten cashback offer to get a better deal. Now, Dell customer service says the only option they can provide is to place the order through a direct link they share — but that method doesn’t allow me to use Rakuten, which significantly impacts the value of the deal I was aiming for.

Additionally, I was disappointed by the way the representative responded. Actually felt like dell representative doesn't care.