If anyone can help me, Please do! :(

Recently I made a purchase on an Alienware m17x because its a beautiful beast. But it so happened that my order isn't being processed. So I made a call to them to make sure it was going through well and they were in need of more info and they received it (Couldn't figure out how to spell my last name)

They then assured me it is going to go through well and gave me an expected date it will be arrived.

Later, because I like looking at my paypal, I found that the money that was in temporary hold was expired... which gave me the impression that no payment was made.
I then went to Dell to check the status on the order and it says in the status: In Production which somehow I think its past the "Order Processing" stage (where they look at payments or w/e)

I went to talk to an online support agent today... and here is the copy and paste of the response to my question on whats my actual status on it....:

Agent: "Your order is currently on hold due to pending verification. In order to get your order processed, please contact the verification department at 1-866-383-4713. Their working hours are 8 AM to 8 PM CST, Mon to Fri and 8 AM to 5 PM CST, Sat and Sun"

Me: "So its not in production then right? Or even past the payment stage?" I need to know how to move forward from here.

Agent: "I am sorry, since the order is on a review I am not being able to see that information."

Now this just makes me sad not knowing what Dell is doing ... So I just found a forum that usual has "Actual" advice and probably reps that pass through that can help me get a laptop finally from this wonderfully efficient company.

On a side note.. I've been trying to call them on Saturday last week but it rings out at 10am and 2pm-ish. I have been trying to get this laptop for weeks now...Seems like it will be months.

Thanks for the responses.
TriAce.

Any agent or person that can get me a Dell rep to help me resolve my situation gets $100 USD instantly via paypal when I get it! (I just want my PC desperately)
If not I'll try calling for the last time on Monday =\ *sighs*

What I need: Someone from probably Dell to advise me if they did take my cash or going to since the status on my order is in "In Production" or if its not. Do I re-order or not when I was told that everything went through and was given info it was.....(yet paypal showed the transaction expired)

 

Have you contacted the verification department yet? That's what the CS Rep said to do.

 

Didnt know you cna pay by paypal. Anyways, Dell will 'hold' funds when you place your order, just to check you have the funds in your account (hence why your available balance will drop) however the money will not technically leave your account until it is dispatched, hence why your money is still available in the account. Depending on when your EDD is, would dictate how worried I would be. My EDD was 1 month away from order, and I only received my laptop a few days before the EDD (maybe 2 days). Mine was arguably in 'in production' / pre production for most of the time.

In production means its being built. however parts can hold up production and it will stay in that phase. It will usually leave 'in production' about 3-5 days before EDD, so it cna be shipped. Your money will leave your account when its been shipped. It's pretty standard practice throughout many retailers to only charge when dispatched. Not straight away.

 

Thanks. If the case is that they will take the money out when its shipped, I should ignore the Paypal details showing the hold expired?
Also, EDD is the 18th of this month for an order I placed on the 5th as showed below and I didn't cancel any transfers to my knowledge.


I don't know why the online agent couldn't tell me if they will be taking out the cash money so I can move on from this. All I got from him/her is that: Your order is under review and I can't view that information.
Its online support.... =(

Thanks for your response. I think I did. (On the 8th) What I did was call them and I was confirmed that it will go through okay after they were missing some info. Then the status went from "Order Processing" to "In Production". After seeing the paypal status showing expired, I went to the "Contact Order Support" page, then I clicked Online Chat which was faster than phone calls they say and you read what happened I guess there.

I just placed a thread on their forums since apparently they got one. Hopefully, I'll get help sometime soon.

 

This is solved! (Still don't know what happened and they wont say why my paypal said expired or if they did some sorta recharge but w/e)
Thanks alot guys and I'll be back to join in the discussions if I got time.
Cheers.

 

I'm sorry for the 'necro' but this person's situation (which i found on google) is extremely similar to mine so i prefer to add to this with my own experience and worries than create a new thread.

I purchased an Alienware on friday 24th, i was charged for it, and late last night i saw the money was back in my paypal!

Of course this was very bothersome, especially since Dell didn't contact me. After talking to them i was assured that i do not need to pay them again and to simply wait to see what happens.

After seeing this thread, my best guess is that Dell charges but does keep the funds (they check that you are able to pay), and the transaction ends up expiring (like in the OP's case and mine). A second transaction will be made right before EDD which will be permanent.

What is annoying is that the CS have no idea what is going on, except the unit is 'in production' and on time for shipping. It would be nice to be told of Dell's payment procedures!

 

I think PayPal is a new method of payment compared to like credit card, debit, account. I know Lenovo will charge it, but it won't actually go through til it ships.

 

Just to add to this: Dell is required by law to only withdraw the funds once the product has shipped. They do temporarily withdraw the funds to make sure the appropriate amount is available, but the funds are put back until the product is shipped. From my experience, using PayPal delays things by at least 48 hours. So, you may have different details on your PayPal account in a few days.

 

This is very good information and sums up the PayPal debacle! +1.

 

I have a Financial background due to work, and if your just curious to know by Law no organization can hold your funds for more than a week. And they can only charge you after they ship the product. The same happens when you buy anything from Amazon. they charge you only after they ship the product.

 

This is true, we won't charge until it's shipped. We just verify the funds and wait.