- Joined
- Jun 12, 2005
- Location
- Mesa, AZ
I had a few $25 off $25 coupons for Dell and I used one on a Downloadable game. It worked and I got it for free or so I thought. Later after I got the game I went to My Account on Dell and it shows a charge of $26.89 for the game. So I went on live chat to ask about it and I think I was treated very poorly. I'm not sure what my options are but I know that I was lied to regarding several things in this chat, 1 being that supervisor's have supervisor's called the escalations team I believe. I've dealt with one of those a couple times before. I think I'm going to call Dell's Financial Dept and try to dispute this tommorrow.
This is an automated email sent from Dell Chat. The following information is a log of your session. Please save the log for your records.
Your session ID for this incident is 16387***.
Time Details
01/07/2008 11:19:45PM Session Started with Agent (Nitin Dutta)
01/07/2008 11:19:47PM Agent (Nitin Dutta): "Thank you for contacting Dell Customer Service Chat. My name is Nitin. How may I help you?"
01/07/2008 11:19:51PM Agent (Nitin Dutta): "Hello Nathan."
01/07/2008 11:20:14PM Nathan Chaney: "Hello under my account it shows that I was charged for this order however my reciept shows a total of $0.00"
01/07/2008 11:21:10PM Agent (Nitin Dutta): "I will check the details right away for you."
01/07/2008 11:21:12PM Agent (Nitin Dutta): "Please verify the Order Number and the Zip Code as it appears in the account."
01/07/2008 11:21:46PM Nathan Chaney: "101459***"
- Show quoted text -
01/07/2008 11:21:47PM Nathan Chaney: "85017"
01/07/2008 11:21:59PM Agent (Nitin Dutta): "Thank you."
01/07/2008 11:22:04PM Agent (Nitin Dutta): "Is nathan0490[AT]gmail[D0T]com your current e-mail address?"
01/07/2008 11:22:16PM Nathan Chaney: "Yes"
01/07/2008 11:22:34PM Agent (Nitin Dutta): "Thank you."
01/07/2008 11:22:50PM Agent (Nitin Dutta): "Please allow me 2-3 minutes, while I check my records and get back to you with an answer."
01/07/2008 11:23:31PM Nathan Chaney: "Thanks"
01/07/2008 11:23:44PM Agent (Nitin Dutta): "Thank you for staying online. I really appreciate your patience."
01/07/2008 11:23:53PM Agent (Nitin Dutta): "Nathan, I have checked the records, the total amount of the order is $ 26.89 and the payment mode is Dell Financial Services Account."
01/07/2008 11:24:11PM Nathan Chaney: "that is incorrect it was a $25 item and I used a $25 coupon"
01/07/2008 11:24:15PM Nathan Chaney: "therefore $0.00"
01/07/2008 11:24:58PM Nathan Chaney: "i have a copy of the order confirmation page right in front of me"
01/07/2008 11:25:01PM Nathan Chaney: "with $0.00 total"
01/07/2008 11:25:19PM Nathan Chaney: "if you'd like i can email it to you"
01/07/2008 11:26:25PM Agent (Nitin Dutta): "Nathan, I apologize the coupon has not been applied to the order, as the cost of the item before taxes was $ 24.99 and the value of the order should be more than the coupon amount. The email that you have received is an auto generated message but the coup"
  on has not been applied to the order.
01/07/2008 11:27:24PM Nathan Chaney: "I have the order confirmation I did not agree to pay $26.89, I obtain this as proof that the order total is $0.00"
01/07/2008 11:27:29PM Nathan Chaney: "please provide me with your email"
01/07/2008 11:27:36PM Nathan Chaney: "or let me speak to your supervisor"
01/07/2008 11:28:12PM Nathan Chaney: "Dell's customer service is really lacking these days"
01/07/2008 11:28:35PM Agent (Nitin Dutta): "Nathan, I surely can transfer the chat to my supervisor but the same information will be shared, as we all follow the same policies and procedures."
01/07/2008 11:29:00PM Nathan Chaney: "Fine, transfer me please."
01/07/2008 11:29:18PM Agent (Nitin Dutta): "Sure."
01/07/2008 11:29:24PM Nathan Chaney: "Dell's policy isn't to charge the customer when the customer hasn't agree to pay an amount."
01/07/2008 11:29:33PM Nathan Chaney: "You are misinformed"
01/07/2008 11:29:35PM Agent (Nitin Dutta): "Please allow me 2-3 minutes, while I am transferring the chat to my supervisor."
01/07/2008 11:31:01PM Agent (Nitin Dutta): "Thank you for staying online. I really appreciate your patience."
01/07/2008 11:31:38PM Agent (Nitin Dutta): "Nathan, I am going to transfer the chat to my supervisor but before that I would like to ask you, are you satisfied with the level of services provided during the chat session?"
01/07/2008 11:32:17PM Agent (Nitin Dutta): "Nathan, are we still connected?"
01/07/2008 11:32:26PM Nathan Chaney: "No im not satistfied"
01/07/2008 11:32:33PM Agent (Nitin Dutta): "Do you have any feedback for me or Dell as a Company?"
01/07/2008 11:32:33PM Nathan Chaney: "This is horrible service so far"
01/07/2008 11:33:05PM Nathan Chaney: "I will pass my feedback on to your supervisor Nitin."
01/07/2008 11:33:12PM Agent (Nitin Dutta): "Sure."
01/07/2008 11:33:14PM Agent (Nitin Dutta): "Is there anything else, I may assist you with?"
01/07/2008 11:33:28PM Nathan Chaney: "No sir."
01/07/2008 11:33:40PM Agent (Nitin Dutta): "Okay. Please stay connected, while I transfer the chat to my supervisor."
01/07/2008 11:33:55PM Session Transferred to Agent (Sup Rajeev Rai)
01/07/2008 11:34:02PM Session Started with Agent (Sup Rajeev Rai)
01/07/2008 11:34:22PM Agent (Sup Rajeev Rai): "Thank you for contacting Dell Customer service chat. My name is Rajeev. How may I help you ?"
01/07/2008 11:34:31PM Agent (Sup Rajeev Rai): "Hello Nathan."
01/07/2008 11:34:45PM Nathan Chaney: "Hello Rajeev. I purchased a $25 game with a $25 off coupon"
01/07/2008 11:34:53PM Nathan Chaney: "The order total was $0.00"
01/07/2008 11:34:58PM Nathan Chaney: "I purchased"
01/07/2008 11:35:03PM Agent (Sup Rajeev Rai): "Okay."
01/07/2008 11:35:05PM Nathan Chaney: "i printed and saved my reciept"
01/07/2008 11:35:16PM Nathan Chaney: "and now im being told im being charged $26 something for my order"
01/07/2008 11:35:19PM Nathan Chaney: "which was not authorized"
01/07/2008 11:35:26PM Agent (Sup Rajeev Rai): "I apologize for the inconvenience caused to you."
01/07/2008 11:35:43PM Nathan Chaney: "I have been on hold to speak with dell for 2 hours"
01/07/2008 11:35:48PM Agent (Sup Rajeev Rai): "Nathan, the coupon cannot be applied on the order amount that is less than the coupon value."
01/07/2008 11:35:52PM Nathan Chaney: "and now im being treated poorly"
01/07/2008 11:36:14PM Agent (Sup Rajeev Rai): "The order amount must exceed the coupon amount in order to have the coupon applied to the order."
01/07/2008 11:36:14PM Nathan Chaney: "If there was a problem with the coupon why did the order go through as $0.00?"
01/07/2008 11:36:22PM Nathan Chaney: "it applied in my cart"
01/07/2008 11:36:44PM Nathan Chaney: "Dell's system should have informed me that the item wasn't expensive enough to qualify"
01/07/2008 11:37:03PM Agent (Sup Rajeev Rai): "Nathan, the e-mail that you have got is only an order acknowledgement e-mail, the order confirmation e-mail signifies the order to be accepted."
01/07/2008 11:37:34PM Nathan Chaney: "That is fine but I only agreed to pay $0.00 not $26.89"
01/07/2008 11:37:36PM Agent (Sup Rajeev Rai): "If you check the terms and conditions for the coupon, it is clearly mentioned that the order amount must exceed the coupon amount."
01/07/2008 11:38:05PM Agent (Sup Rajeev Rai): "Nathan, that is not possible, we cannot process the orders on 0.00 amount ."
01/07/2008 11:39:10PM Nathan Chaney: "Please provide me with your email, I will email you the page I have saved, not an acknowledgement email showing $24.99 - $24.99"
01/07/2008 11:39:31PM Nathan Chaney: "Your Dell Purchase ID is: 200024125****
Shipping Information
Nathan E Chaney Retired ****************** Phoenix, AZ 85017 2513
Daytime Phone Number (602) 819-****
Shipping Method Shipping and handling timeframes listed below do not include the time required to build and test products. 3-5 Day Delivery
Dell Preferred Account *******************
Billing Address
Nathan E Chaney ******************Phoenix, AZ 85017 2513
Credit Limit $2,500.00 Available Credit $1,031.87 Cart Total $0.00
Available Credit less Cart Total $1,031.87
Description
Downloadable Act of War: High Treason + Download Protection Qty 1
Unit Price $24.99
Manufacturer Part# 403
Dell Part# A0817951
$25 Off Electronics & Accessories
Expires Sunday, March 02, 2008
- $24.99
Sub total:$0.00
Additional Discounts and Coupons
Sub Total Shipping & Handling $0.00 Tax $0.00 Total $0.00 $0.00
Dell Preferred Account As low as /month
01/07/2008 11:40:27PM Agent (Sup Rajeev Rai): "Nathan, I can check the details from the systems here as well, it is not a receipt it is only an advertisement and an acknowledgement, we cannot process any order at 0.00."
01/07/2008 11:41:14PM Nathan Chaney: "I fail to see how this is my issue, if that is the case the dell cart should have informed me of this"
01/07/2008 11:41:52PM Agent (Sup Rajeev Rai): "Nathan, please be advised that no business can give orders at 0.00."
01/07/2008 11:41:53PM Nathan Chaney: "or I should have been emailed informing me of dells error and asking if I wanted to pay $26.89 or cancel my order"
01/07/2008 11:42:02PM Nathan Chaney: "instead I recieved the link"
01/07/2008 11:42:05PM Nathan Chaney: "for my game"
01/07/2008 11:42:34PM Agent (Sup Rajeev Rai): "Nathan, that is not the option, when you use the coupon the e terms and conditions mention all the details."
01/07/2008 11:43:16PM Agent (Sup Rajeev Rai): "We cannot process the orders for 0.00 amount the order amount must exceed the coupon amount in order to have the coupon applied."
01/07/2008 11:43:24PM Agent (Sup Rajeev Rai): "Is there anything else I can assist you with?"
01/07/2008 11:43:33PM Nathan Chaney: "Well I do not want this game for $26.89"
01/07/2008 11:43:47PM Nathan Chaney: "I know that I am legally in the clear here if dell charges me that would be a fraudulent charge."
01/07/2008 11:43:59PM Agent (Sup Rajeev Rai): "Have you Downloaded the game?"
01/07/2008 11:44:19PM Nathan Chaney: "Yes i never installed or activated it"
01/07/2008 11:44:43PM Agent (Sup Rajeev Rai): "I apologize the game once Downloaded cannot be returned ."
01/07/2008 11:45:00PM Agent (Sup Rajeev Rai): "We have a specialized department who assists on the downloadable softwares. I would suggest you to call at 1-888-715-4687 or email at [email protected]"
01/07/2008 11:45:04PM Agent (Sup Rajeev Rai): "contact them on paid support at (925) 253-6565"
01/07/2008 11:45:28PM Nathan Chaney: "Well Dell will be loosing a long time customer that has spent thousands of dollars with your company and I will be seeking legal advice on this situation."
01/07/2008 11:46:07PM Agent (Sup Rajeev Rai): "Nathan, I am sorry of you felt that way, however I do no want to give you any wrong information or set up any wrong expectations."
01/07/2008 11:46:31PM Nathan Chaney: "Well Dell did that when they falsely told me I was receiving the game for free"
01/07/2008 11:46:44PM Nathan Chaney: "Please escalate this situation to your supervisor in the mean time."
01/07/2008 11:48:37PM Agent (Sup Rajeev Rai): "Nathan, I am the last level of escalation."
01/07/2008 11:48:53PM Nathan Chaney: "That is incorrect there are case managers I have had issues with Dell before"
01/07/2008 11:49:13PM Nathan Chaney: "the supervisor escalates the case then i recieve a call in 24-48 hours"
01/07/2008 11:50:07PM Agent (Sup Rajeev Rai): "Nathan, I am the chat manager and this is the last level of escalation."
01/07/2008 11:50:09PM Nathan Chaney: "I can assure you also that the better business bureau and consumerist will be hearing of this experience as well"
01/07/2008 11:50:41PM Agent (Sup Rajeev Rai): "Nathan, please be advised that we cannot process orders for $0.00 no business can process orders for free."
01/07/2008 11:51:55PM Nathan Chaney: "Again this is not my fault, this has been the worst experience I've had with Dell. It seems the customer service is rapidly declining. Dell used to be known for it's great customer service, I'm not sure what happened."
01/07/2008 11:53:05PM Agent (Sup Rajeev Rai): "Nathan, we are here to help you and not to give you any false information or set up any wrong expectations these are the policies of the company that cannot be violated."
01/07/2008 11:54:17PM Nathan Chaney: "The policy of the company is not to give the customer false information. By providing me with a coupon and then the coupon working on an item of my choice and the checkout being finalized at $0 dell has done just that, provided me with false information a"
  nd is now trying to charge me fraudulently
01/07/2008 11:55:12PM Agent (Sup Rajeev Rai): "Nathan, please be advised that the coupons cannot be applied to the order S that have less value than the coupon."
01/07/2008 11:55:57PM Nathan Chaney: "Why wasn't I advised of that at checkout?"
01/07/2008 11:56:22PM Agent (Sup Rajeev Rai): "Nathan, these terms are mentioned along with the coupon."
01/07/2008 11:56:28PM Agent (Sup Rajeev Rai): "Is there anything else I can assist you with?"
01/07/2008 11:56:34PM Nathan Chaney: "The terms were not provided to me"
01/07/2008 11:56:50PM Nathan Chaney: "Yes sir, I would like a case # and for this to be escalated to your superior."
01/07/2008 11:58:07PM Agent (Sup Rajeev Rai): "Nathan, as I told you that I am the last level of escalation and I have already provided you the toll free number for the specialized department, you can contact them as they can help you regarding this issue."
01/07/2008 11:58:30PM Nathan Chaney: "Are you saying you do not have a boss?"
01/07/2008 11:59:28PM Agent (Sup Rajeev Rai): "Yes, I do have a Boss, but for the escalations I am the last level."
01/07/2008 11:59:29PM Nathan Chaney: "I do not appreciate being lied to. I know that is not correct."
01/07/2008 11:59:51PM Nathan Chaney: "Okay can I please have a case # to reference to Dell Corporate"
01/08/2008 12:00:28AM Agent (Sup Rajeev Rai): "The case number is 184156*** ."
01/08/2008 12:00:45AM Nathan Chaney: "Alright I will be getting in contact with someone at corporate"
01/08/2008 12:00:49AM Nathan Chaney: "Thank you."
01/08/2008 12:06:03AM Session Ended
If you require further assistance, please visit us at support.dell.com
Last edited: