Well, after a ton of e-mails back and forth I was finally able to get Dell to admit the issue in an e-mail:
So I thought, "Yeah if I call they'll send me right back to customer care." I went ahead and tried to escalate the issue on this site. I decided to at least follow through on the suggestion from the last e-mail. As expected, I explained how the order confirmation didn't match the invoice and I was told I could only return everything, get a refund, and order a new system with my specs. When I said I didn't want to return the unit and wait several weeks I was "encourged" to at least speak to the returns department to see what we could work out.
A-ha! Then I spoke to someone who actually asked to see the original order confirmation and agreed that there was a bug on the ordering web site! Then after waiting for a few minutes he said they'll ship out a copy of my software to resolve the issue. Wow!
Also, I'd like to thank Chris Byrd for coming across my first blog post and offering to help. Hopefully I'll get the software delivered and there won't be any more problems.
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Mr. Borzillo, as the Quicken Home and Business is mentioned in your order confirmation e-mail and not in the invoice, I would request you to contact our Sales Department at the toll free number 1-800-915-3355 between 08:00 AM – 9:00PM (CST), Monday to Sunday. They will be happy to assist you.
So I thought, "Yeah if I call they'll send me right back to customer care." I went ahead and tried to escalate the issue on this site. I decided to at least follow through on the suggestion from the last e-mail. As expected, I explained how the order confirmation didn't match the invoice and I was told I could only return everything, get a refund, and order a new system with my specs. When I said I didn't want to return the unit and wait several weeks I was "encourged" to at least speak to the returns department to see what we could work out.
A-ha! Then I spoke to someone who actually asked to see the original order confirmation and agreed that there was a bug on the ordering web site! Then after waiting for a few minutes he said they'll ship out a copy of my software to resolve the issue. Wow!
Also, I'd like to thank Chris Byrd for coming across my first blog post and offering to help. Hopefully I'll get the software delivered and there won't be any more problems.
Blogged with MessageDance using Gmail | Reply On Twitter
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