XPS 1530 order - Biggest no no...

Hallo people. Just wanted to share a recent experience with purchasing a Dell laptop from the UK.

- Placed order online and select buy now pay Jan 2009 option at checkout
- Sales Rep A then phones me to say I'll email you the paperwork and all you got to do is sign it.
- Got paperwork and changed me mind and decided to pay it all off with credit card.
- Couldnt get in contact with Sales Rep A
- Called general sales line and spoke to Sales Rep B
- Sales Rep B says no problems, take me credit card details and starts the process
- I then get notification from Sales Rep B that cos Sales Rep A dealt with the original transaction, my order would then get dealt by Sales Rep A.
- I said fine
- 5 mins later.....ARE YOU READY for this? I get an email from Sales Rep A asking me to confirm my credit card details. The email contained the full 16 digits, expirey date and the security code!!!!!
- I am absolutely fuming at this point
- I call my credit card company to tell them that my card could have potentially been compromised. They put a stop on my card and I am without a card for 7-10 days
- I call Dell and speak to Sales Rep A's manager and absolutely tear him apart.
- All he could do was apologise and used the excuse of a new starter that needed training. He tries to keep my business by apologising instead of offering me incentives.
- I cancel the order
- I then get the order cancellation confirmation from Sales Rep A and the footer of his email says "Senior Sales Consultant".!!!! - (training my as*)
- I cool down
- The next day, my wife logs into Dell and checkouts this time with her credit card. The Dell website just stopped and we got a message something like "Bad request....header to long"
- The case continues..... My wife is still checking if the order went through or not.

 

wow. that sucks. Thats a bad excuse too. I would be "new" if I got hired tomorrow, but I still would know enough to not send full credit card info thru email!!!

But what was the "big no no"

The only big no no was the dumb ass rep. and you should have gotten some type of incentive!! You had to cancel the order AND your credit card...and we know those take a week to get a new one and even worse if someone actually did something with the info.

Hope you completely deleted that email. (including deleting the trash too)

Good thing you didn't take it out on the company and still decided to go with Dell for your order, despite the one dumb ass

GOOD LUCK on the 2nd round!!

 

The big no no I was referring to was the act of sending credit card details thru email. Its the 1 thing that everybody knows let alone 1 of the biggest ecommerce out there.

 

I wonder if your wife will have to get a new credit card too.

 

- We still dont have the order number from Dell. All we have is an order acknowledgement which generates and IR (internet receipt) number
- Yesterday I receive the dell news letter to find that there is a 10% e-voucher
- So today we're gonna cancel my wife's order and order it again with the e-voucher.
- We thought of calling Dell and ask if they can put the evoucher through after the order is placed but thought no cos Dell cant cope with changes to orders after they have been placed and will end up paying the full amount even though they can say they can do it on the phone.

The saga continues....

 

- The Mrs cancelled the order this morning
- I've just placed the order again online and now waiting.
- The e-voucher for those interested is VC6X4PMZH0LH9Q. This gives you 10% of if you spend more than £499. Expires 30/01. It seems to work in conjunction with other offers at the moment cos the M1530 i'm buying already has £300 knocked off.

 

Keep up the good work. I never believed Dell was this bad with customer service, but apparently they are.

 

- Today is Feb 4 and the laptop arrived! horrah! The estimate date was Feb 13th.
- It was also interesting to learn that on the original order (value was £1089) Dell had requested funds from my credit card 3 times!
- These requests stay on your account for 7 days after which, if the merchant doesnt claim for, they drop off the account.
- I found out about this on the 6th day and waited nervously for them to drop off my account.
- All in all, a very painful experience...... but i'm going home now to oggle over me new 1530.
Ciao

 

My story isnt much better..

Ordered 5th Jan
Laptop turns up 15th Jan, dead, wont turn on, no lights, sound, nothing - so much for testing!!
Spend 28 minutes on hold waiting to report it, when I do get to speak to someone he says a new system will be ordered straight away, he offers to deliver new system to an alternate address and pick up old machine from the same.
New machine not ordered until late on the 17th Jan.
Dell bill my credit card.
I still dont have an official email confirming the new order, took me until about the 21/22nd Jan to get the order number from customer services.
As I'm to be leaving the country for a week I email CS and re-iterate that the old laptop should be picked up from the address arranged on the 15th, am told it isn't possible!! Write back saying they offered to do this and suddenly its ok to do that after all!
I am assured several times that senior management are putting the highest priority on getting my new machine to me, also told that the situation is not representative of dells usual customer care! well that helps! I must be the only one they are treating like crap then!

New machine due on Feb 6th
Feb 2nd, new machine still in pre-production, now delayed until 21st February - I have no email or phone call confirming this, I found out from the online tracker.
I email Dell (because they only work monday-friday) and request that someone calls me as Im not happy!
4th Feb, receive an email reply saying the case has been escalated to a manager within complaints and that they will call me before the end of the working day... guess what no phone call.

Its a complete and utter farce, they have my money, I dont have a working product and they are unable to supply one, furthermore they show no interest in attempting to sort the problem out or even caring about a situation that is totally their own fault. I haven't even had an apology for delivering a dead machine, let alone all the rest of the messing about.

Without a doubt the worst company I've ever dealt with.