ROUND ROCK, TEXAS -- I purchase a laptop from Dell in February 2003 Order # 246385919 and I was promised a $450.00 mail in rebate by their sales woman named Crystal Lanphere. The only receipt or packing slip that they sent with the product only mentioned $400.00 rebate and there was no mention of the additional $50.00.
I followed their instructions and filled out the mail in rebate form and sent that to them within the required time period. Their mail-in rebate departments also send an email to me informing that my rebate application is under process.
Six months have passed since then. I have called their mail-in rebate company and they don't have any records of my rebate. When ever I try to call their customer service, they keep kicking me from one number to another and nobody helps. Their automated systems just suck and u just can reach a representative without getting frustrated enough to pull you hair off your head and that too only if your luck takes you to an extension. They have designed their contact system so that no customer can ever call back to follow up. Their email support on websites has no email address, so u can never contact anyone directly.
Then 2 weeks ago, one of their representatives named Cathy Rogers ( firstname.lastname@example.org )agreed to look into it. She refused to give me her contact number. I asked if I call customer service again will I have to repeat my whole story and she said yes of course. She told me to fax the related papers to her. I have done that twice. And I have had to beg her to let me know if she got my fax. First time she replied after about a week, she didn't get those, but I have a successful fax sent confirmation.
Now I faxed her the papers again last week and she hasn't yet replied to my two emails asking if she got the fax.
Is this the kind of service you expect from Dell ?
Is this the kind of service they promise of their grand TV ads?
Do I or you or anybody else deserves this kind of treatment ?