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Dell review: product key problem not being resolved

K
Author of the complaint
5:06 pm EDT
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The complaint has been investigated and resolved to the customer’s satisfaction.
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June 3: Sent the following via Dell Support Online.
Office wants a Product Code, and there's nothing in the pitiful amount of paper that came with my laptop. Can you please look up the Product Code and send it to me via email? I really don't like Windows 10 much at all. Like the old interface much better than all those menus. But am stuck with having to use a new system, along with others who share my "pain". The laptop is very nice, as were other Dell computers that I've owned. And I thank you for being one of the best makers. But I wish that there were more paper with instructions packed with these new pc's. Are there other product codes that I may need? Thank you!

June 5: Reply from Ubaid Khan
Thank you for contacting Dell Online Customer care.
We have received your email with reference to the technical issue that you are facing with your Dell computer.
We request you to contact our Technical Support Department at [protected]. (For 24/7 Support) who specialize in resolving such issues.
You may Email them at: http://www.dell.com/support/incidents/Email/Emailtagentry (Mon-Fri, 9am to 6pm CST) Or
You may also chat live with a Tech Support representative by clicking on the following link:
http://www.dell.com/support/incidents/Chat/Chattagentry (Mon-Fri, 10am to 10pm CST)
Thank you for choosing Dell. We appreciate your business.

June 5: Called Support. I don't make telephone calls to get support. Here's why:
Called technical support after trying to do Dell's online "live chat", which kept opening new web pages and none were to chat.
Waited at least 15 minutes for a live person, after trying to tell the damned robo woman what my problem was. Finally said [loudly] "I want real person!" - robo said she was transferring me. Waited over 15 minutes for someone to answer, with a voice telling me what wonderful things I can do on Dell's website.
Finally got India and that kid finally said that I needed to talk with customer care (who are the ones that replied to my email). This took nearly 1/2 hour to get a real person. He said that the paperwork came with the laptop, even tho I told him in my firm tone that there was no paper with a product key in the box the laptop came in. He started arguing with me that I couldn't use Office if it hadn't been registered. I got so tired of his arguing with me. Support peeps are not supposed to argue: "the customer is always right" rule. But apparently he never heard of that over in India. And probably isn't paid enough to listen well. Finally gave up and said I was hanging up.
That's why I don't do phone calls! I've been on the phone for over an hour and nothing is resolved.

June 5: Sent the following to Ubaid after my call to Support.
I'd looked at everything that came in the box for a sticker with a Product Key. Just one found underneath laptop for the Intel Processor. Nothing else!
I called technical support and they transferred me to customer support and that person couldn't or wouldn't help me in this matter. He said that the product key was included with the laptop packaging. It was not, and I told him this but he didn't believe me and argued with me. How could he know it was in with the laptop? I was the person who received the box, not him. I'm very upset and tired of this. I would like someone to find out what my Office product key or code is and send that to me via email. If they cannot figure it out, then I guess they will have to send me a "new in box with all the paperwork included" version of Office.
Here is the information you will need to pass along to a Supervisor:
Order Date: 08/07/2016
Dell Purchase ID: 20056118xxxx
Order Number : 142215xxx

June 5: Received a phone call from a different tech: Neha Bhandari
I gave her the whole story, and she told me that she'd asked the software people to put a file into "My Locker" and gave me instructions how to get into that website. She then sent
the following email...
Dear KIRSTEN,
Thank you for choosing to buy from us! This is your order confirmation containing details and an estimated delivery date for what you've ordered. Once we've shipped your order, we'll send you another e-mail with updated delivery details. If you have ordered several items, they may ship separately and on different dates. To check the status of your order, click here.
Regards,
NEHA BHANDARI

June 7: Received the following from Dell
Thank you for your purchase.
We are happy to inform you that your product is available in your Dell Digital Locker.
Order Information
Delivery Date:06-Jun-2017
Dell Order Number:225358xxx
Customer Number:8702xxxx
Order Details:
Item Description Primary ID
Download - Microsoft Office Home and Student 2016
How to access your Dell Digital Locker:
1. Go to your Dell Digital Locker. Click on the My Account sign-in button.
2. Sign in to your Dell My Account using the email address used at the time of purchase or the one used to assign you your software licences. For questions about creating or updating a My Account login, please see the My Account FAQs.
3. If you are having trouble finding your order or logging in to the Locker, Contact us.

June 7 at 2:53 AM: Received the following email
Your order has shipped!
Once signed in to your locker, you will see your digital purchases displayed.
Note: If you’ve ordered several items, they may ship separately and on different dates. This provides you with faster delivery, at no additional cost.
Your invoice will be available online within 48 hours after your order has shipped.
Regards,
NEHA BHANDARI

June 7 Sent the following to Neha:
Didn’t work. Nothing is in the locker at all, not anything. Maybe I’ll try again tomorrow. But thanks for trying so far!
Kirsten
Neha replied that I should try again, which I did - numerous times - with the same results. Nothing there.

June 9 Sent the following to Neha after logging into My Locker & finding nothing in any of the categories:
Dear Neha,
The download was not in my Locker. I've tried more than once and it's just not there. Can you see that it's not in my locker, too? Can it be resent? Was it ever really put in my locker?
I'm getting so discouraged with all of this. Don't know what to do anymore.
Thanks for your help!
Kirsten

June 12 Received the following from Neha:
Dear Kristen,
Thank you for the reply, and updating me, I am really sorry for the inconvenience caused to you, I have sent an email to software team about the issue and once they will reply back to me, I will update you the same.
I will keep personal follow up, until all your issues have been resolved, if you have any questions get back to me on same email, I will be more than happy to help you .
Your satisfaction is very important to us.
Thank you for choosing Dell. We appreciate your business with us.
Respectfully,
Neha Bhandari

Later June 12 Received another email (from Software Support) saying that my product was now in my Locker. With the same
instructions as the first on getting into my Locker.

June 22 Sent the following to Neha:
Dear Neha,
I'm getting tired of waiting for something to appear in My Locker. Isn't there a manager who will contact the department that
transfers these files into people's Lockers? Why should it be taking so long to get just one small thing done?
If there were a telephone number for the Dell headquarters, I'd call them, but I figure that they'd just give me the runaround.
Am getting depressed, too.
Kirsten

June 26 Received the following from Neha:
Dear Kristen,
Thank you for the reply, and I am really sorry for the inconvenience caused to you, I would like o inform you that, please
follow below steps to find software in locker .
Please follow the below steps once the locker is accessed successfully.
Locate the order number "225358xxx" on keyword search field .
Click the order number "225358xxx"
Once we click on the order number customer will be redirected to a page where he can find the product details and "Get key tab" .
Please click on the "Get Key" tab to get the licence key.
I will keep personal follow up, until all your issues have been resolved, if you have any questions get back to me on same
email, I will be more than happy to help you

June 27 Sent the following to Neha:
I'm so sorry, Neha but there's nothing in My Locker. I tried everything, and there is still nothing in my locker. And when I entered the order number, nothing appeared and I wasn't redirected to any other page. The locker has a "Product Details" but nothing I do works.
I think we need to escalate this higher than whoever you'd contacted.
If the laptop had a dvd drive, I'd ask to have someone send me the DVD set and that would resolve this issue.
Please ask someone in a higher position than the person you'd escalated our problem. There should be someone here in the USA that could resolve the issue if your people cannot do it.
This is taking much too long, and I just can't understand why nothing is happening except that you & I keep emailing each other.
Kirsten

June 27 Neha's Reply: Notice she's finally spelled my name correctly.
Dear Kirsten,
Thank you for the reply, and updating me, that you are unable to view the details, in this I would request to our tech support team at [protected], they can help you and at the same time, I have escalate the issue to my manger and he will get back to you in 24 business hours .
I will keep personal follow up, until all your issues have been resolved, if you have any questions get back to me on same email, I will be more than happy to help you .
Respectfully,
Neha Bhandari
Minutes later, my reply to the above was sent:
I've called tech support, and they transfer me to customer service! Have been there, done that more than once, also.
Kirsten

June 26 Neha's Reply:
Stated that she "needed screen shots so that I can escalate to my manger and to software team as well"

Minutes Later: I sent a few screenshots to Neha.

June 30 Neha's Reply:
Dear Kirsten,
Thank you for the reply, and updating me, with the screen shots, I have escalated the issue to software team and once they will reply to me, I will update you the same.

July 10 Received a "How Was Your Email With Neha?" from Dell's Stellaconnect.
I've not done anything with that. And Neha hasn't sent anything since she received the screenshots.

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Nobody has contacted me about this complaint, which was posted on July 14th. Nothing from Neha either. When does something get resolved, and why is this taking so long? Am thinking of posting this somewhere else if it is not resolved by Friday. Thought that Dell cared about their customers, and this certainly doesn't make a person want to buy anything else from Dell - ever! Kirsten

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