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will6262

4 Posts

1178

December 23rd, 2016 08:00

Please help - problems getting support from Dell

I am writing to see if anyone has any tips on how to deal with Dell Customer Service to get better results that I am getting??
We purchased two $100 gift cards about a year ago.  When I tried to use them, they registered $18 and $10 when applied in my shopping cart.  The front line customer support team was unable to help me complete my purchase.  This was my first source of frustration because it cost me the ability to take advantage of Dell's Cyber week desktop sales.  The issue was not resolved in time for me to complete my purchase that week.
Over the next three weeks, I made six phone calls to Dell Customer Support.  The front line support team tries to be helpful, however they do not have the tools to resolve my issue. Each time, I had to wait on hold while they contacted the Gift Card Support Team.  One time I was told that my request had been rejected without any explanation.  Another time I was told to send in a scanned image of the back of the card.  Yet another time, I was told that no one knew where the scanned images were, so I needed to send in new scanned images, plus additional information about the cards (information that Dell already had from all my previous calls).
At the end of each phone call, I was assured that a Dell representative would contact me within 24-48 hours concerning my issue.  No one from Dell ever called me back.

On Dec 21, I called again and was told that my case was being escalated and that a supervisor was going to call me within three to four hours.  Once again, no one called.

I called again on Dec 23rd, for the eighth time.  After talking to a customer support representative for a while, I was transferred to a "Gift card" number that would not accept any of my information.  I had to call back to the main support number.  On this occasion, I was told for a third time that I needed to send in scanned copies of my gift cards, even though I had already done that twice.  I asked to speak with a supervisor.  The representative tried very hard to discourage this, but finally put me on hold for 20 mins.  Then the supervisor came on and told me that the Gift Card Team was working on it, and that someone would email me the status by the end of the day.  Same story, different day.

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