I Urgently Need Advice; I have had problems with a dell order placed today

Hi guys and girls,

Dell has taken money from my account for the order of a laptop to which i had not agreed and I also have no emailed quote of this deal either. Luckily I recorded both of my initial phone calls with both person #1 and #2

First of all i live in the UK.
Today I called Dell and spoke to one of their staff in India (Person #1), this guy quoted me a laptop price at around £677. It was too much for what he was offering and in a bid to get rid of him I told him I would call back later. He took my address, email address and name and mobile no.

<Yes I know in hindsight i shouldnt have given him my info>

He said he would email me the quote and call me back later. I made it clear i wasnt interested in this laptop.
I still have not recieved this quote by email. <This call was recorded by myself>

I then browsed the net for a better deal, which I found. I called Dell again and spoke to another member of staff in India (person #2). I told her of my deal she looked it up, took my necessary details and placed my order after sending me the quote to which i was asked to reply with a confirmation before the order was put through. <This call was also recorded by myself>

A couple of hours later I received a call from person #1, i told him i already placed an order on a better laptop at a cheaper price.
He didnt seem to happy and abruptly ended the call.

I checked my online order status about 10 mins later and to my surprise: it had been cancelled.

I then emailed person #2 and asked her what happened to my order?
She replied that i had given her the incorrect informatio in that i didnt tell her that i had spoken to dell before hand thus my order was cancelled.
She told me that person #1 had already sent me a quote (which i haven't recieved therefore I couldn't have confirmed) so now he was taking my order. I didnt even want the laptop for the price he was quoting.

So in a bid to clear this matter up...

I tried getting in touch with person #1 who was out of office. Its friday so i suppose i need to wait till monday to get to the bottom of this.

I checked my bank account and found that £677 had been taken out, that was the cost of the initial order which i hadnt agreed on because it was too expensive. The deal which i confirmed to was £645

Now it seems to me that person #1 was annoyed that I had placed an order with person #2 and so cancelled that order and manipulated it so that I now have apparently bought the first deal (paying more for a lesser laptop) of which i have no email confirmation or anything else of that nature. So far as i am concerned money has been taken from my account without my permission and I dont know what to do next?

What i am worried about:

1. losing money and not recieving anything from dell

2. losing money for a purchase i dont want

3. not being able to cancel this order (which i can't find anywhere, no order number for this laptop as i didnt even get emailed a quote), so by the time i get around to cancelling they will tell me that it is already shipped and i have to pay costs to return the item

Thanks for your patience if you have read this and I really am looking forward to some helpful suggestions...

 

No.

Tell Dell to cancel that order RIGHT NOW or you will seek legal assistance. They have no right to charge you for a laptop that you did not want, that is nothing but illegal.

I don't care if you DID piss the guy off, screw him.

Don't take no for an answer. If anyone gives you the runaround, and starts saying "oh we can't cancel it" ask to speak to their supervisor immediately. With such a recent order they should have no problem cancelling it.

And they HAVE to give you your money back, though don't be surprised if you have to sit there for 5-7 days to wait for the funds to be credited back.

 

May be get some commission or smthng like tht.Ask them to cancel and refund it.

Did u give thm the right email?

 

I definitely did give them the right email address and I did receive a quote from person #2 but person #1 either took my email address incorrectly or he never sent the quote.
Besides even if he did send out a quote to an incorrect address there was no confirmation of such a quote permitting him to place an order on my behalf.
Person #2 asked me to reply to the email confirming I was satisfied with the quote before she placed the order.
Also, I never gave my bank details to person #1.

I have now sent an email to Dell customer service through their website, giving names and extension numbers of those involved and asking for any orders with them to be cancelled and money to be returned threatening legal action. I guess I will have to wait till monday for them to reply.
I will keep you guys posted anyway, thanks for the comments.

 

That's why I always place my orders online. I hate talking to people outside the US.

As was previously mentioned it's illegal what they did. They have to cancel your order and if they give you a hard time escalate the issue to a supervisor or manager.

 

yeah...I was told that because of the issues I was having with my refurb computer by a Cust Serv Rep that the best they could do is bring it to the depot and try to fix it. I'm like "I ordered this thing, and it came to me broken...so I sent it back once, and you said you fixed it. Then I waited on crappy slow DHL to return it to me. And it was still broken. Now you want me to wait another 2-3 weeks for a computer I paid for a month and a half ago to finally work? No way."

The CSR says the best he can do is get it to the depot.

I flip out, tell him let me speak to your manager right now. Manager gets on the phone..within 15 minutes they're putting in an order for a computer for me.

This one is a replacement, and even better than the one I have. No additional charge. And to make it even better, based on the "invoice" they created, looks like there is a good chance they're sending me a NEW one, not another refurb. Booyah.

 

You are very fortunate. Im sure this is totally not what their policies state. If everyone who had a refurb could send it back to Dell for a brand new replacement... that would cause quite an commotion.

 

I agree. I called DeLL yesterday so I could return my refurbed Vostro 1500. I had one part go bad and was looking at a keyboard replacement as well. The laptop case has some blemishes and scratches and the laptop AC Power adapter for some reason last week shut off. I only caught it when my battery started warning me.

In short I no longer felt comfortable with my refurbed purchase and DeLL had another sale on Vostro 1500's. They never offered an outright exchange for a new one so I made arrangements to send it back within my 21 day return window. I was actually on day 20.

I ordered a new Vostro 1500 with similar specs minus a 9 cell battery for $18 more than the refurbed I had recently purchased.

 

First of all, should of placed the order online, with everything listed and print it out.. But now since it is already placed, tell them to cancel it, i cancelled my order 3 times before i got it where i want it to be, and each time they gave me a better deal and discount. Just gotta tell them NO and keep calling and transfering and speak with different representatives.

 

I agree entirely. Though I'm not TOTALLY SURE they're sending me a new one, my replacement is taking nearly two weeks to reach me...meanwhile when I originally ordered my refurb, it took like three or four days.

Also the way they've written up my machine makes it look brand new, I assembled the exact machine in the brand new laptop builder and came within like 20 bucks of the "price" on the invoice for my replacement.

 

Don't depend on the email that you have sent to Customer Services, re-contact Dell and ask to speak to a Supervisor. State that you wish to report the Customer Service Agent for fraud.

Supervisors work on Saturdays so you will be able to speak to one.

 

Wisdom spoken. I suggest the same thing.

 

I had a similar problem with a Sales Rep. The Sales staff must be on commissions or quotas because once you talk with a rep it`s very hard to switch to another one.

In my case the little twit would not return any of my calls and canceled orders placed by other sales reps on my account. I finally got my order placed with a stern warning that this had to stop.

I also placed a complaint with customer support about this. Complaining to a Sales Supervisor is useless, they seem to only care about commission as well. When I attempted this the supervisor welled at me for trying to place my order with a different rep.

I would never contact their sales staff, I only order online.

So Arry, contact customer support and ask to speak to a supervisor. Explain calmly what happen and they will fix this.

 

Thanks for that Rhodan, I strongly suspected that I was messed around because of comission aswell.
Considering person #1 didnt even offer me a good deal and then felt the need to cancel my order with person #2 just adds insult to injury.

 

Pretty much. Get a name and confirmation # for your cancellation just to be on the safe side.

Failing that, file an unauthorized purchase with your Visa / Bank account. The bank can withdraw this. Also I would suggest filing a complaint with the BBB.

 

This is just so wrong...I'm sorry that this happened to you.

As the OP's stated try to get to a Supervisor...and have them make good for you...things like this shouldn't happen to good people.

And, it's unfortunate they do.