Dell.com #FAIL.... how not to win loyalty

By
Real Estate Broker Owner with Erica Ramus - Ramus Realty Group - Pottsville, PA RM420589

I have bought over a dozen Dell computers in the past few years -- both for business use and personal use. Last month I bought a laptop on their website. Easy. Added it to my Dell preferred account. 

This month I need another Dell laptop. I built the laptop, added it to my cart and went to checkout. I realized that I was signed in but not to my preferred account (which is a credit line). So I sign in there.

First it takes me forever to figure out how to log in to my preferred account from the cart. #FAIL 1

Second it kicks me out of the cart and I must rebuild the laptop. I do it and it is now $150 more expensive than the one I built 30 minutes ago.  Why? 

The first one I built not being logged in. Now I am logged in.

I can buy a laptop with my business acount with less memory for more money..... and use my preferred charge account.

 

Or I can use a new log in and buy a better laptop with more memory for $150 less?

Thanks Dell. Way to reward a customer of over 7 years.

Maybe that HP laptop on Tiger Direct is looking better now.

 

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Comments 14 New Comment

Ambassador
1,893,006
Steve Hoffacker
New Home Sales Trainer/Coach, Sales Books Author
Hoffacker Associates LLC

Erica,

New customers count for more - as you just found out. :)

Steve

May 02, 2012 08:30 PM
Rainmaker
296,438
Ernie Steele
Lebanon, PA Real Estate 717-273-3774
Prudential Homesale Services Group

Erica, I'm using a very nice ACER that I purchased after 'building' a Dell...Works great...Enjoy your day.

May 03, 2012 01:44 AM
Ambassador
1,026,917
Dick Greenberg
Northern Colorado Residential Real Estate
New Paradigm Partners LLC

Hi Erica - I experienced this with Dell about two years ago - and I got curious, so I built the same laptop with a preferred account, an unsigned log-in and a reply to a mailer promotionql offer. The price variation was over $400, and the unsigned log-in was the cheapest - but not as cheap as a very similar Dell for sale at Best Buy. I haven't considered Dell since.

 

May 03, 2012 07:25 AM
Ambassador
653,418
Debb Janes
Realtor, Camas, Washington EcoBroker
The Carl Group, LLC

I switched to Mac and am so happy - I don't use any of the windows converstion programs - IMHO, if you choose Apple, you'll get used to their software and programs, I can manage fine - and don't have any issues.

May 03, 2012 08:14 AM
Ambassador
1,802,903
Chris Ann Cleland
Associate Broker, Northern VA
Long & Foster REALTORS®, Gainesville, VA

I built a Dell laptop and I have to say, it wasn't worth the customization.  Truly.  It's a decent laptop, but I got sucked into the hype.

May 03, 2012 08:30 AM
Ambassador
1,200,689

Erica Ramus

MRE, Schuylkill County PA Real Estate
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