International Credit Card Orders - How to Prevent Order Cancellation

Well, right now I'm fuming because my order got canceled a second time. I'm finding that the India based call center will lie and deceive as much as possible to either get the customer off the phone, hate their job, or are just doing it to spread their personal misery with people who call in.

If you use an international credit card, then you have to call in to Dell's Credit Card/Fraud Services and confirm information within 2 hours.

If you do not do this, guess what happens?

Your order will be canceled and your funds will be held for up to 15 business days. In some cases (like mine), if you're limited on funds and can't afford to get re-charged while waiting for the initial refund, they can re-instate the order.

Just a word of caution: I've spoken to a handful of supervisors and over a dozen reps. Spent hours upon hours being transferred and being put on hold. I was lied to several times by supervisors claiming my order was immediately re-instated only to find it still canceled.

It is of the upmost importance that you call within 2 hours of placing your order or you will have to go through living hell in order to re-order since they assume EVERYONE is a fraudster.

I'm Canadian and placed a US order for the M14X since I saved almost 400$. My intention was to have the laptop shipped to my very friend in Rochester, NY (he's a student at the university there).

Tomorrow will be round 3 of phone/emails and I will not stop until I get it and I'm confident I will.

Just friendly advice

Side Note:
Although this phone/email dilemma sounds bad, I've had far, far worse with MSI/Asus, so crap call centers are a norm. Dell's tech support however has been my favourite between Asus/MSI/Sager/HP/Toshiba, so +1 to that.

 

Hi, I just went through the same thing as you. I ordered an m11x from overseas to ship to a friend in the US using my credit card and the order was cancelled on the day because there was no one to pick up Dell's call. Funds were transferred back after 10 days but the rep said that the funds were reversed on the day it was cancelled. They were good enough to reimburse the $350 coupon which worked only for a few days for the m11x R3. Now I'm going to use the new one-time-use code to save on an m14x.

What is the phone number for Dell's credit card verification/fraud office? I think it'll be a good idea to call them instead of waiting for them to call when no one picks up so they can cancel my order.


I recall from Dell's website that orders, once cancelled, cannot be re-instated.

 

+1 866 (383)-4713 is the Fraud/Verification Team apparently and it's 100% based in India.

These incompetent idiots canceled my order a 2nd time after removing the hold on my account. I called today and apparently they're closed until Monday. The service is absolutely disgusting in India, unfortunately. This means my order will be delayed for days, if not weeks, thanks to these idiots

It goes like this:
American rep processes order
Indian freezes/cancels
Customer confirms all information and India agrees to reinstate the order
Customers calls American rep to see why it's still canceled
American rep processes order
Indian freezes/cancels

...it's a never ending cycle.

 

I tried ordering an M17x R2 saving $1200 with a 4 year warranty to my girlfriends place in USA. They don't accept Canadian billing addresses. Are you guys using US paypal accounts or something else of the like?

 

I used a Canadian CC before to buy a 599$ M11XR1 that was US-only and that went through fine several months ago (picked it up in the US), but for some reason they assume every Canadian is a fraudster now and block any/every transaction.

We're the US' #1 trading partner and one of their closest allies and yet we're treated as if we were pirates using a Nigerian credit card.

Oh, and US paypal accounts work too if you're Canadian and create a 2nd US paypal account

 

I ordered 2 desktops a couple of months back and ran into a similar situation.

I received an email the next day stating the order had been placed on hold in order to verify it was not fraud. This was fine with me. I was actually thrilled Dell took the time to check with me to be sure I had actually placed the order. I called the number listed on the email, spoke with a rep and the order was put back into production. The rep was very polite and insisted on tracking the order through the production phase. He contacted me twice that week (via PHONE) - reporting the monitors would ship first and that he was able to place a priority on one of the desktops. In the end I received both systems and both monitors ahead of schedule. One of the desktops was slated to arrive a week after the first but the rep was able to get them both to me a week ahead of the ESD.

Vodooi, I know it can be frustrating but think of it as an extra layer of protection. Give sales a call and speak with them - let them know of your frustration and ask them to expedite the order. You're not going to get any freebies but they should be more than happy to keep tabs on the production process and keep you informed via email/phone.

For the record, I'm in the USA.

 

They should confirm the info with the bank not the user, if someone had all the right CC DATA+ fully correct billing address how can it be a stolen? their call is more than just useless and a waste of time (even stupid), if it was stolen the thief can basically just repeat the same info he stated before, i do understand that they want to call to confirm that the buyer is from the same country of billing address country but do they really think at this stage no one can fake a phone call? using skype you can create a fake cell phone from any country

Plus they have already pulled info about your credit card before calling you to confirm data with you, a thief who gonna steal 2000$ laptop can fake 10$ skype phone, they just make it hard to order so people from europe wont order it from USA since they charge double the price in europe.

 

What are the operating hours of this line? I don't want to order a laptop at a time "inconvenient to dell" and can't confirm my credit card details because the lines are closed.

Btw, when I first ordered, my credit card company called me to confirm my credit card wasn't stolen and someone else wasn't purchasing it. Do most credit companies call the registered card owner when there is a large purchase being made? If so, then Dell should know there is another layer of protection and that this is more effective than Dell's call confirmation.

Oh yea, they didn't even send me an e-mail telling me that my order was cancelled; I checked back after 3 days waiting for a confirmation e-mail. Though it was silly for me not to have created a Dell account so I could check the status easily, instead of thinking "oh crap I forgot to write down the order ID etc. hope the confirmation e-mail comes."

 

I assume the hours run from 9-5pm EST. I'm setting my alarm at 8:55AM on Monday in order to fix this and I will call, call and call until I get it resolved.

My CC company never called me at all, but some do I guess.

Dell's Fraud Team didn't even call me to verifty; it was simply canceled with no explanation until I called to find out why. A confirmation e-mail was immediately sent confirming my order while I had the rep on the phone too, so I saved the webpage on my Blackberry so it's easy to quote order/customer numbers

It's not like Dell's Fraud Dept. does thorough verifications either. When I did get hold of a rep, they confirmed my billing address/shipping address/name ...that's it (which I already gave the initial sales rep when I placed my order).

@HSN21
Very true. This "layer of protection" is ludicrous, considering they ask you the exact same information as your sales rep requested.

 

Actually, I should clarify so there is zero confusion... In my case, my order was not killed but placed 'on hold'. Big difference I guess. Not sure why Voodoo's would've been cancelled. Odd.

 

Would it be possibly due to the use of an international credit card instead of an American-registered one?

 

Thanks for the advice, I'll keep this in mind if I place an international order. (although I'd presume through a company like HIDEvolution you wouldn't need to confirm it)

It's pathetic how every single company outsources their call centres to India. Seriously...I understand it's cheaper, but it also feels a lot cheaper on the customer's part. The only reason why any one company can actually do this is because all of the companies do it.

 

I emailed Dell about using international credit cards and overseas people ordering laptops to people in the US and this was the reply:

"orders can only be placed through someone who is from US. the credit card should also be of US and the adress also."

Still gonna order using international credit card though.

 

They lied to you. I made it work but I didn't know about how we're supposed to do the verification within 2 hours, which created a living nightmare for me.

---

An update:

I spent 10AM to 2:30PM today mostly on the phone with Dell. Transfers, being hung up on and placed on hold over and over again.

After speaking to the top supervisor in "Credit Card Services", I got a auth form from my CC company, which I send to Dell, and then they fax it to my CC company, which should make my order work 100% tomorrow (Tuesday).

It's funny that I was very polite with these reps and when I asked some for their extension/employee number, they would hang up on me.

Although this dragged on for 5 days, I've still had worst experiences with MSI/Asus which lasted over a month.

I'm not the type of person to give up so I will make this work and it's looking good now.

I will share some numbers with you guys to save you time:

Credit Card Services:
1+877-819-3355

Fraud Dept:
1+866-383-4713

Just demand a supervisor if you have issues and don't let the reps fool you in believing that they can handle your dilemma. Those who promised they could were the ones who hung up on me or placed me on hold indefinitely until I hung up (30min+).

It takes a great deal of effort to get an AW system, that's for sure. I still think the near-400$ discount on the M14X is worth the trouble on my end nonetheless Every time the American Tennessee call center fixes something, the India call center destroys it ...I detest outsourced service.

 

Great info. Sadly, this is the norm everywhere now. With so much fraud floating around that originates outside the US, I think VISA has really pressured a lot of companies to tighten their own policies.

 

MY ORDER ALSO GOT CANCELED AND IT IS REALLY FRUSTRATING!!

they want me to call this number 1-866-383-4713 and its only applicable for US residents..

Im from Dubai, UAE and i ordered m14x, now i dont know where my money is.

what i dont understand is why cant they just call me on my mobile?

are they saving money LOL