I’m still looking for a laptop. I’m going to look at a used one today but I thought I would share my experience with a Dell sales agent…
So I’m looking at the Alienware 15 and I see Tiger Direct has:
$1,899.99: Alienware 15 – Intel Core I7-4710HQ 2.5GHz Quad-Core, 16GB DDR3L, 1TB HDD + 256GB SSD, 15.6″ UHD Touchscreen Display, NVIDIA GeForce GTX 970M, Windows 8.1 64-bit – ANW15-7493SLV
I go over to the official Dell/Alienware site.
This is configuration at the Alienware site is a whopping $2,349.99.
So I click on the annoying little pop-up to get a price match. An exact copy of the conversation is below.
Keep in mind the first link he sends me of the supposed price match is for the standard display (1920 x 1080 non-touch) and a 128GB ssd vs. 3840 x 2160 touch 256GB SSD that I asked for.
Also keep in mind I am a Dell preferred member and I am logged in.
The experience was disappointing to say the least.
I’ve changed the agents name, I’m not trying to get anyone in trouble. He is probably doing what he was trained to do.
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Your session ID for this incident is XXXXXXXXXX.
Time Details
04/18/2015 07:04:40AM Session Started with Agent (TIP_X)
04/18/2015 07:04:40AM Eric: “.”
04/18/2015 07:04:47AM Agent (TIP_X): “Welcome to Dell US Chat! My name is X and I will be your Home System Sales Chat Expert. I can be reached at us_dhs_chat_reply@dell.com. How may I help you with your purchase today?”
04/18/2015 07:05:17AM Eric: “Hi, looking for this configuration: http://www.tigerdirect.com/applications/searchtools/item-details.asp?EdpNo=9599004&SRCCODE=WEBGOOPA&scid=scplp2481288&gclid=CL2ZoNfn_8QCFRY8gQoduSAAVg”
04/18/2015 07:06:23AM Agent (TIP_X): “Hello Eric! I would be happy to find that configuration in the tigerdirect site. One moment please”
04/18/2015 07:09:45AM Agent (TIP_X): “Thank you for waiting Eric. The link above is for an alienware 15 priced at $1899.99 laptop with the following specs:”
04/18/2015 07:10:32AM Agent (TIP_X): “4th Generation Intel® Core™ i7 Processor
Windows 8.1
16GB Memory
128GB M.2 SSD (Boot) + 1TB 7200RPM
NVIDIA® GeForce® GTX 970M with 3GB GDDR5″
04/18/2015 07:11:09AM Agent (TIP_X): “We have the same price and configuration for our alienware 15 from our site. here is the link to it:”
04/18/2015 07:11:15AM Agent (TIP_X): “http://www.dell.com/us/p/alienware-15/pd?oc=dkcwf03&variant=3:16G2D&model_id=alienware-15#overrides=dkcwf03:3~16G2D”
04/18/2015 07:12:01AM Eric: “thanks, how about this one? http://www.tigerdirect.com/applications/SearchTools/item-details.asp?EdpNo=9599003&csid=_61”
04/18/2015 07:13:57AM Eric: “btw: the first link was 3840 x 2160 display and 256gb ssd.”
04/18/2015 07:14:43AM Agent (TIP_X): “That is actually the same configuration I have found. The only difference is the first tiger direct page is touch enabled”
04/18/2015 07:15:28AM Agent (TIP_X): “The configuration I have posted above from our site does not have the touch screen. With the touch screen included its priced at $2249.99”
04/18/2015 07:15:55AM Eric: “so no price match?”
04/18/2015 07:17:39AM Agent (TIP_X): “Just to explain our price matching promo it undergoes an approval process. I will check the link above first if its meets the initial requirements. Also the price match promo is a discount promo on its own. If a retailer dell system is found qualified it”
  cannot use any other discount promos
04/18/2015 07:18:51AM Agent (TIP_X): “Both configurations appears to qualify for price matching so I can submit a request to have them approved. Just to set your expectations the department that approves price matching request are not available during weekends so it will be handled on Monday”
04/18/2015 07:19:06AM Agent (TIP_X): “To submit the request may I have your Complete Name, Telephone Number, Billing and/or Shipping Address, and Email Address for me to create or pull up your profile.”
04/18/2015 07:19:44AM Eric: “ok. I will look elsewhere.”
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*Edit 1312hrs
My problem with this is.
1 – He tried to, IMHO, pull a fast one my linking me to an inferior configuration than what I asked for.
2 – When I called him on it he told me I was mistaken when it was either he that was mistaken or dishonest.
3 – Then tried to tell me I had to wait 2 days to hear if the item was going to be price-matched.
4 – I have no way of knowing which item he was going to price-match since, well, see point 2.