02-15-2020 01:56 PM
I purchased a new Dell Inspiron in-store today. Online, it indicates free 3 month subscription to MS Office 360, and 6 month subscription to Trend Micro Internet Security. I showed it to the sales associate, and he assured me that it was included with my purchase, and that I would receive an email on how to access it. It has not shown up in my digital library, and I received no email.
I both called and chatted online with customer service, and both told me that the only way I can now receive them is to go back to the store and have the rering my purchase. I live very far from this store, and I am not going to do this. I cannot for the life of me believe that free trials which a salesperson neglected to put into my order -- even though he told me he had done so -- cannot be added to my account without my having to spend hours of my time, gas, etc. driving back an hour each way to have them rering my purchase.
Isn't there SOMETHING that can be done???
02-15-2020 02:12 PM
02-16-2020 12:36 PM
Hi there, Offbase42,
Welcome to the forum, and thank you for choosing to purchase a new Dell Inspiron with us yesterday! I'm sure you've been enjoying the laptop since you got it home, though I know you would be enjoying your purchase more if it had gone as you expected. Receiving the free 3-month subscription to Microsoft Office 365 Personal and 6-month subscription to Trend Micro is a great way to start out with any computer, so missing out on these is definitely not something we want for our customers.
As you've found though, generally to receive these it would need to be rung upon the receipt. As you completed this purchase in store, this would mean returning to the store within our Return & Exchange Promise to reprocess this purchase. I know with the store being so far away, this is far from an ideal situation, and would love to see what other options, if any, we may have for you. Please keep an eye on your inbox in the top right corner of the page for my private message headed your way.
02-16-2020 12:41 PM
Hi there, Offbase42,
I hope this message reaches you well. If you could provide me the details below, I would be delighted to look further into your subscriptions with your Dell Inspiron purchase.
Customer service PIN from bottom of receipt:
Tasha | Social Media Specialist | Best Buy® Corporate