Dell's clueless and wasting my time

I placed an order for an XPS15 last week, a few days go by and they call me asking if I canceled my order. I hadn't, and they couldn't tell me why the canceled the laptop order, but they still shipped the accessories I ordered, as if I have any use for them without the laptop. They had me replace the order on the phone with them.

Today I find out the order was canceled again when doing some online banking, dell hadn't called to inform me that they had canceled it. I called customer support, they told me to call fraud prevention, they had me call someone else (who they knew wasn't going to be in until monday, but they told me to call them anyway), had to call back fraud prevention and wait on hold with them a second time only for them to not tell me anything and to connect me to sales. Sales had no clue and told me to call fraud prevention. At this point I was fed up with this run around and got a manager on the phone.

After all this I still have no idea why the order was canceled twice. If it were a problem with the credit card information (certainly wasn't a credit limit issue) then why the hell did all the accessories go through?

This customer service is a joke, no one has a clue what they're doing and they just keep giving the run around.

Any suggestions, besides just buy from a different company?

 

I had similar problem in the past when ordering my Dell Streak. Don't waste your time calling them. Most of the time my call or chat are answered by indian. Don't get me wrong, I was feeling that the service center must have been located in India. They are always clueless abt my order. I live in UK so why don't Dell UK answered my call.

 

Have had a few things recently where the bank bounced payment because it's an atypical transaction. For the laptop, the bank rang and asked if I'd meant to pay £xxxx to Dell, said yes so they unblocked the payment. But Dell then couldn't retry the card transaction and had to re-enter the order. Could be that - it was my bank's fraud dept that rang me.

As for outsourced call centres - yay capitalism!

 

I've absolutely had enough of this. I'm through with dell.

I was promised by a manager that someone would be in touch with me by April 25 to resolve this issue. No one contacted me. After wasting another two hours on the phone getting the run around, I finally got a manager on the phone. Their solution? I place my order again, paying an extra $100 because "they cant offer me the configuration at that price anymore"

Their customer service is utterly insulting. Shipping the accessories for my order, then demanding another $100 for the rest is unbelievable. Their managers who say theyre "the highest person in their department" apparently have no authority to make any sort of resolution, and refuse to help you get in touch with anyone who does.

What the hell is the matter with this company? Is there ANY way to speak to someone who gives a damn at dell?

 

I had similar issue with Lenovo.
What you can do is before calling DELL and placing the order again, call up your credit card company/Bank and let them know that if there is an incoming charge from DELL please let it go through.
this helped me and the order went through.

 

I had already talked to my cc company. They never blocked any payments. The issue dell. What I don't understand, and what no one has been able to explain (not that they've been able to explain anything or be of any help what so ever) is that why, if the laptop was canceled because of suspected fraud, that they'd go a head and bill my credit card for the accessories and ship them.

 

Very weird indeed! I hope you do not let this bad customer service experience stop you from getting a Dell; I to have had poor Tech Support and Customer Service but I do like the Dell systems I've owned and do not let the lack of support stop me from staying with Dell.
If you do get the Dell you want, I'm sure you will be happy with it.