SAVE SAVE SAVE SAVE SAVE SAVE all communications. Its been said before.

Every once in a while = daily.

um... find this fishy... Dell chats require your e-mail address to start, and then auto e-mail you a record of the chat as soon as it is over. Every line of the chat. At least this is true with the support char system. Might be different for sales.

@pmcpa2:

Thats exactly what I was gonna say. The moment you finish a chat with a Dell rep, Dell emails you the chat transcript. I have had similar chats with Dell reps regarding orders that i placed etc and every single time i have had transcripts emailed to me. So it is fishy.

Yeah just so you guys know, none of those emails in a EECB make their way to the actual people.

I too was contacted by someone obviously from an outsource center about a recent issue after launching the EECB when over the phone failed.

Dell has been playing fast and loose with the discounts and coupons again... didn't they get in hot water about this before? I know I signed up for that settlement and still haven't seen dime one.

I doubt that he would succeed in getting a chargeback since he doesn't have the price he was quoted in writing. I wish him good luck with it though.

I just got denied for a chargeback recently because I didn't have evidence in writing. Fooey.

Same shit happened to me before with an XPS 1710 purchase. D(H)ELL overcharged me by $400 and was very rude on the phone. Never did get the $400 refunded.

Prior to that incident, I have been a very loyal customer...spending an average of $8k every year on D(H)ELL machines (for myself, family, and friends) for close to 7 years.

D(H)ELL...you listenin'? NEVER AGAIN!!!

I suggest sending an EECB to Steve Jobs, apologizing profusely for believing the PC-fanboy lies, followed up with an express visit to the nearest Apple Store.

I forgot what company this was with. The Rep said when she left the window would stay open so I could copy the text. Well when she left the window stayed open, but it immediately went to a feedback screen and I lost the text.

Try these addresses... I had an issue about 2 months ago, strangely enough over a TV ... Anyway, I sent my EECB during normal business hours and received a response in 3 minutes and 45 seconds.. Don't remember who from, but they were not outsourced and were an assistant to one of these people:

alex_gruzen@dell.com; andrew_esparza@dell.com; brad_anderson@dell.com; customer_advocate@dell.com; david_marmonti@dell.com; donald_carty@dell.com; jeffrey_clarke@dell.com; joan_hooper@dell.com; lawrence_tu@dell.com; mark_jarvis@dell.com; martin_garvin@dell.com; Michael@dell.com; michael_cannon@dell.com; michael_dell@dell.com; paul_bell@dell.com; ronald_garriques@dell.com; stephen_felice@dell.com; susan_sheskey@dell.com; william_gray@dell.com

@pmcpa2: Even though it sounds a little fishy .. he did get one rep to cough up the fact the coupon was incorrectly applied .. soo... he got an inch, he just needs to take it a mile ...

@pmcpa2: If my chat ended unexpectedly I have sometimes failed to receive my transcripts, so I am not surprised at that part.

Chargebacks are not a magic cure for everything. This wouldn't qualify as the credit card companies aren't in the business of enforcing coupons.

Also, this isn't an unauthorized charge. It drives me insane that every billing dispute is called "unauthorized." For credit cards, the only truly unauthorized charge is where you did not give them the card number and did not make a purchase.

OK something does not sound right. There seems there might be some missing details. The only time the coupon could be fully redeemed is when a customer completes an online purchase. If you do not click "Submit" to complete the online order, the coupon code still works.

Second, if the chat agent completed the order with the customer online, this would have emailed the customer an order conformation. Matt would have been able to figure out pretty quick the amounts did not add up.

As one person already stated, if you are using chat, Matt would have been emailed all of the chat logs. This is a missing detail.

If the agent quoted the correct price then that sounds right. But the agent would not have been able to quote that price exactly unless the coupon code was used. It is hard to believe the agents would just be able to add that up in their head and give an exact price. They have to have some system that does everything for them down to the tax and to the cent. So this tells me that there had to be a coupon used online (not redeemed) and the again with the chat agent (redeemed). It may not have been redeemed online but by the agent that assisted the OP.

The OP seeing the first price and then being charged the second price does not makes sense. The question is why the price difference and why does the OP not have all of the supporting materials? You make a purchase with Dell and your inbox becomes a mine field of communications.

To the poster who stated the rep said the coupon was applied incorrectly? It is a copy and paste into the only textbox in the checkout screen that says “Coupon” not that hard and not applied incorrectly.

If the customer got an order confirmation with the correct price the odds of the price changing after this is slim to none. Just sayin.

@flyboyJ: That's an awesome collection you have there....even includes some of the legal team (which would be great in this instance given the recent settlement they've doled out).

@PSN: kingpsyz: Sometimes they do. I know in this instance that this is the email Michael Dell uses for his work communication. His assistant(s) check it first for spam and this sort of stuff, but its his staff.

I see sometimes on here the issues that people have with Dell. I can say for sure, Dell support in the enterprise environment is a completely different story. Dell's tech-support for enterprise customers is usually really good. I have had a couple of hiccups and so on, but on the whole, this is really one of the major reasons I stick with Dell.

With Enterprise customers, all support is based in the US (or at least in my experience), easy to deal with, etc.

I'm not trying to say Dell is a saint of a company, but would like to make sure that people know it's not all bad customer service.

I had the same thing happen to me. I applied a coupon, got a printout of the confirmation page with $x and got a confirmation email that noted the amount of the coupon but didn't apply it to the final price, so my card was charged $x+$10. CSRs refused to credit the $10 because the coupon "obviously shouldn't have applied to that item" It took a few hours with "executive customer support" who finally fixed the error, but I probably just should have done a charge back instead.

I agree with the OP. If their site allows a coupon and they don't want to sell it for that price, call me up and tell me the order is cancelled. Don't ship it to my house and charge me a higher price than what I agreed to. Because of these shady tactics by Dell, I refuse to buy from them in the future.

@pmcpa2: There is nothing fishy about this. This is in fact me with the problem. I wish I had received an email with the chat log, but I didn't. Nor did I receive an order confirmation. I didn't place the order on a web form and I did not over the phone either. The only thing that is left is a sales chat, which is what I did. They are not even disputing that I did have a sales chat, they've even said that my chat agent was named Melissa. They just "lost" the actual log of the chat.

@James Johnston:
I actually did try to save the chat halfway through by clicking the "copy" button, but it said my browser was not capable of doing it. I don't know why I didn't try to highlight it and copy/paste that way. Definitely the biggest mistake I made here.

I'll give Dell some credit and say they have at least been nice about it, and they are offering to take the TV back for a full refund. If I have to, I'll return it and I won't be out a dime.

I'd just rather keep it for the price that I was told.

@wsycng: why didn't you file a chargeback?

@bendsley1: It's because enterprise customers are far more valuable to them than home customers, comprise a far greater portion of their sales, and (probably) have higher margins than consumer sales. They don't want to risk losing a business account that spends say $100k a year with them...but losing someone who buys a low-margin $800 computer every couple of years isn't that big of a deal.

I think what they're ignoring is that someone who has a poor experience with Dell's consumer division could end up being someone who has influence in making technology purchases for their company...and therefore could also end up losing accounts in their business division.

@bendsley1: And I forgot to mention...there's also the fact that you essentially get what you pay for. "Consumer-grade" products that are sold for bargain-basement prices, like the Inspiron/Studio/Vostro series, are usually cheaply built and come with poor customer support as a result of Dell trying to get to the lowest price point possible. On the other hand, "business-grade" products like the Optiplex and Latitude series that are usually sold to businesses sell for a much higher price, but are built with much better quality and come with better support (most likely North America vs. India, as you stated.)

This is why people should buy their business products instead :)

We use Dell at work and now my account is flagged business/enterprise. I get American support personal and they have bent over backwards even for my home purchases ( made through a different email and not on their business site ). This includes being told to keep the a duplicate shipment ( $120 ish ) when I said I would ship it back.

@PSN: kingpsyz: I don't think that they need to make their way to the actual people. They just need to make their way to somebody with power and a vested interest (usually an assistant to the person named). I also think it's going a bit far to say none of them get to their named recipient based on what sounds like a single incident.

ALWAYS save communications! I did that recently when discussing a fraud charge that occurred on my credit card. It is now evidence that has been sent to the credit card company as part of my dispute with the charge. Hopefully they can use it to find whoever stole my number.

Conversations through online chat are NOT automatically saved or sent. They are manually saved and the only thing 'automated' by the automated email is its contents, it's manually sent as well.

That CSR who said they would honor the coupon failed.

Get your refund before the 21-day return period is up, otherwise you lose.

you can always request a copy of the order confirmation as well.

If you entered the chat with a fake email address, the confirmation got sent to that address.