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Man, I had the worst day today being transferred on the phone to numerous departments talking to annoying Dell customer service agents... I'll start from the beginning... Sorry this might be a bit long...
On the 13th Jan, I ordered a Dell XPS M1530 in red and used a 10% discount coupon that was going to expire the next day. Along with the £130 off that the Dell website was offering, I managed to knock off the total amount down to £780.80.
The next morning I got a call from the Dell verification dept telling me that the credit card I used to pay for the laptop will not be accepted as the billing address of the card is different from the shipping address (the card I planned on using was a Malaysian credit card). The agent then told me to call the customer service dept and provide a UK based credit card instead. So I called the no. provided and was transferred to a customer service agent who said if my bank in M'sia has approved the transfer then the payment should be fine and that there will be no problem at all. Fine, I thought. I then asked the agent to contact me if there is any problem if the card is not accepted and left it as that.
Today, I log on to my order tracking status and was shocked to find that they had cancelled my order. I was pretty pissed off because no one had contacted me to tell me they had cancelled it. I call up CS and they explain that the financial dept never got the payment BUT my credit company confirmed with me just hours earlier that the payment left my account! According to my credit card company, the transaction was pending for Dell to pick up the payment, but they never did.* I explained this to the lady but she stubbornly continued to say they never received it.
I offered to pay for my order with a UK based credit card this time and told them to cancel my first payment with the M'sian credit card, and she transfers me to the sales team. I explain my situation to the sales agent saying I'd like to process the original order I made but with a different credit card... that should be easy enough, right? WRONG, Dell decide to make things more complicated by trying to process a NEW order with the same specs I specified in my original order, making this new order more expensive because obviously the discount voucher I used is now expired! The sales agent insists he can't bring the total order back down to £780.80 because 1) the voucher I used is expired; 2) the software they're using is limiting them from putting my original amount back (I smell bull). He then goes on to say that he is using his 5% discount plus his supervisor's discount of 10% therefore bringing the new order total down to £813.58 just for me and that is the best he can do. They then expect me to pay the more expensive amount!
After a harassing hour of speaking to him and his supervisor, they refuse to give me my original price I bought the laptop at. According to them, if I try to pay my original order with a new credit card they will process a NEW order. What?! They suggested for me to try and get my M'sian credit card company to make a secondary billing address the same as my UK shipping address... which I will try to do tomorrow morning and if Dell are open tomorrow, deal with them again, if not, on Monday.
I am REALLY annoyed by this whole experience... not only do they provide me with wrong information that gets my order cancelled and not tell me about it, but they also refuse to process the original order and offer me the same deal. What a load of bull!
Phew! I feel much better now getting this off my chest.
Has anyone ever had this kind of experience before with Dell? Am I going about the right way of dealing with this? I'd really appreciate some help on this matter... What should I do next?
*I learnt much later during my 3 hour discourse with irritating agents that Dell will freeze payments if they don't pass verification.
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So, did Dell take your money, or when you say they "freeze" payments, does that mean you can make sure you get it back? Because it sounded like you received confirmation the payment left your Malaysia bank?
Anyways, I'm sorry for your experience. I'm afraid I don't know how you could get the same deal; I've heard of stories where Dell honors that, and stories where Dell screws you over.
If worst comes to worse, another good deal will always come along.
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The same thing happened to me a few months ago with my Studio 17. I managed to get an amazing deal online, but that order was canceled instead of some other order I had going at the same time. I called Dell and the sales people told me they could not reinstate the original order and I would have to re-order with a new, higher price. Of course that was not acceptable since the cancellation was their mistake. I had to call about five times, five times the sales reps told me they couldn't do it and had no ability to physically reinstate it. Finally I ended up speaking to a sales rep who was nice, calm, and willing to make it right. I had almost given up but decided to try for one last time, and it payed off.
Clearly he had no problem putting in a new order at the old price, so they are able to do it, if they want to.
Hopefully you can figure it out with your bank, otherwise keep trying if you feel like that difference in price is worth your time. -
Let the order stay cancelled. Wait til all both of your CC's are *are cleared up*.
If you want the 1530, and are willing to put in a bit more effort (though you really shouldn't have to, it seems)...Call back and place a brand new, fresh order. There is going to be some fairly good deals on the 1530 now, and going forward. As, Dell is pushing sales for the new XPS Studio 1340/1640.
Sometimes it's better to let things *sit* for a bit, and then come back to it with a fresh approach.
I'm sorry you had this experience.
Good luck with whatever you decide to do.
Cin
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Hey guys, thanks a lot for the advice! Really appreciate it.
I've already cancelled the transaction on my M'sian credit card because Dell never claimed it, and I'll only know on Monday if it's back in my bank account... I think I will wait re: this Dell order and in the mean time I'll search for a better laptop alternative. Hopefully, maybe Dell might push out a better deal with the laptop I'm looking at. If I really can't find an alternative, then... I guess I'll pester Dell about this order as Rach83 has with her laptop or write to the higher-ups (if it will work).
Will keep you guys posted on what happens next!
aan310: Yeah... I so badly just want to cancel the whole order just because they're giving me such a hard time for no reason, but I think I'm going to leave it as it is while I look for a better deal elsewhere.
pixelot: I'm not really sure what's going on, but my bank did definitely say the payment left my bank account. I've already cancelled the transaction since Dell never claimed the money, but I can only wait till Monday to know if the money's gone back into my account... True that a better deal will come along, perhaps I'll wait it out a bit.
Rach83: Thanks for sharing your story with me! I'm glad to know you managed to get everything sorted out and got your system in the end. Hearing stories like this gives me hope for my situation, lol.
Cin': Waiting sounds like a good idea to me! I won't progress till I'm certain the money's back in my account. You're definitely right that Dell are pushing the 1330/1530 with loads of promotions now because of the new Studio XPS laptops that have just been released... so maybe I might find something much better.
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Hey there!
It's been a few weeks now, since you last updated....
How are things going? Do you think you will try and place another order in the near future? Right now I believe there are still a 25% and 20% promo, on the 1330/1530
Cin
Dell cancelled my order without telling me?!
Discussion in 'Dell' started by unicornpower, Jan 16, 2009.
