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January 18, 2006
Does Dell stand by their rebates?
January 18, 2006
Mr. John Hamlin
Dell Inc.
One Dell Way
Round Rock, Texas 78682
United States
Dear Mr. Hamlin,
I ordered my grandmother a computer from your firm on 10/16/2005. My order number is 628488639 and the resulting machine has a service tag of 14MDN81. This is one purchase among that of a dozen or so computers and a few thousand dollars in accessories that my family or I have made from your firm. A few weeks after ordering, I sent in my mail in rebate form with the corresponding documents. Now it is thirteen weeks since the purchase and I have still not received my check. I then tried to use the online tools to check on my rebate but it could not find my records. I braced myself for the hassle of calling about my rebate form, but nothing could have prepared me for what ensued.
I have been on the phone since 11:56 am and it is now almost 4 PM. I borrowed someone else’s phone so that I might call and be escalated to someone else who could help me. The manager I spoke to was friendly but completely useless. The phone routing people could not assist me with my problem. They claimed that only the people I was waiting for could help me. Further, they claimed that only they could escalate my call. What a horrible catch-22. I do not have an unlimited amount of time to spend on chasing rebates. At this point I consider you to have lied to me about the rebate, having falsely marketed the price of your computer as $200 (was that even the rebate, it is three months ago now, so it is hard to remember) less than the true price. The true price of the machine is one at which I never would have purchased it in the first place.
I would like my rebate expressed to me with maximum haste, an apology for the unconscionable service I have received, and compensation for the enormous waste of time and energy that collection has entailed. Otherwise I will avoid dealings with your firm in the future and recommend that my coworkers, friends and family do likewise.
Posted by OneEyedMan at January 18, 2006 3:49 PM
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