ordered XPS 1330 at Dell Kiosk, now order doesnt exist but credit charged???

Here's the story. I went to a Dell kiosk monday hoping to see a display model in person. Unfortunately they didnt have one on display but I was still determined to order so the salesman did that for me.

The salesman signed me up for the Dell Preferred Credit option with 0% financing for 12 months and ordered the system there. I had to reveal my social and mother's maiden name to him to apply for me. As he was entering all my information I realized I could have just ordered from home myself. I expected some sort of discount or priority ordering at a Kiosk.

So he entered the system to my specs and gave me a printout summary of the order. No order number with it though. Maybe my credit still has to be approved or reviewed? I get home and I have a email that my order has been acknowledged.

I wait all day for a confirmation email and order number which I havent recieved. So I call Dell and chat with a rep. She looks up my Dell Credit and sees:

$4,000 total credit limit
$2105.59 available credit

So somewhere in there I was charged $1894.41 which doesnt appear in thier system, but I can see it on mine? WTF? I explain my logic to her, and she isnt sure and has to call me back tomorrow afternoon. I assume since my call was after 11pm I got the customer service in India and they would have to refer to the US customer service for the real awnsers?

Anybody else experience this? I wonder if I can just cancel my order and start from scratch. Looks like it has already been charged against my Dell preferred credit account, but the order doesnt exist in thier system? Im calling in tomorrow to cancel everything.

Am I just being paranoid? Everyone is telling me I should have gotten an order number with my printout after he entered my information. If the sales idiot scammed me or is attempting to use my social for identity fraud, look for a pissed off guy strangling a Dell rep on your national news. Im going to call him in the morning as well, so at least he had some warning Im going to drive an hour to see what the problem is with the order he placed. He said my order number would be emailed to me, and 30 hours later, no email yet.

 

I never ordered from a Dell Kiosk... but that is very unusual. If anything, the order probably went through but has the wrong contact information or something. The proper customer service rep should be able to help you. Just email / call / chat (or all three) to get your issue resolved quickly. (Email is sometimes fast and slow.... sometimes get a 1-2 hour response @ 2 AM or a 24 hour response).

I'm sure you will locate the order.

 

Some orders can take upwards of 24-48 hours to appear. In some rare cases a Dell Financial Services rep will flag the order and contact you about it to read you the terms and conditions of the account. It's more of a fraud prevention measure then anything else.

As for the rep asking for the SSN and Maiden name; when you applied for the DPA (Dell Preferred Account) you were opening a consumer line of credit with Dell (think credit card but just with Dell). They use the social and the maiden name to verify you identity and to do the check. If you are nervous about it call Dell Financial Services directly and ask them to check the order status they should see it sitting there waiting for approval .

Dell Financial Services - 1800 283-2210

I am trying to find the number for the T's and C's guy now, if i find it I will post it for you to call directly

Enjoy the 1330

 

Thanks for the help James.Russell.White. Sounds like you have some insight into the situation. Ive talked to 4 Dell reps now who cant find my order. After the initial delay in recieving an order number I suspected the order was flagged or pending verification. So I dont mind the extra security, but now 4 people from Dell have my address, ssn, and mothers maiden name so far which is enough to open a credit line anywhere with my identity if they wanted to.

I really appreciate the direct number to financial services and think they would be the most help in this situation. Im not sure who the T's and C's guys you are talking about, hopefully financial services can get to the bottom of this to get the order through or just cancel it for me. I would really rather just start over from scratch with another sales rep who knows what they are doing.

 

Still not finding the extension for the person who can read the terms and conditions to you "T's and C's". If you are up for it try the number I listed above and ask to speak to a order specialist, explain the situation and see what they say.

 

Order confirmations can take days to appear, they probably just put a hold for that amount on the DFS account.

 

Here is the email I just got from Dell:


**** DO NOT REPLY TO THIS EMAIL ****

Dear xxxxx,

Dell, Inc is attempting to contact you regarding your order. Your actions are required to release your order into production.


Please contact Dell's Online Modification Department (phone queue) where a telephone agent will be ready to assist you at: 1-800-247-2076, option 2. Regrettably we cannot complete this online order until we speak with you. The Online Order Modification department's hours of operation are:

Mon-Fri 8 AM – 9 PM CT

Sat & Sun 8 AM – 5 PM CT


Please have your email address and/or telephone number that was used to place your order available.

Your order will be cancelled in 24 hours if we do not hear from you.

Regards,

xxxx xxxxxxx
Sales Support Senior Assistant
[email protected]
1-800-915-3355 ext xxxx
My schedule is M-F 7 am to 4 pm CST

How am I doing email my manager: [email protected]

 

I just spent 15 minutes on the phone with Dell Preferred Financing as James.Russell.White suggested and they cleared out the account and probably cancelled the order by doing so. So at least I know that part is taken care of.

From the email above I just asked them to cancel the order. Maybe after all the dust settled from the intial demand and orders, I will reorder the system again. Its definitely a highly anticipated product. Like the IPhone for Dell basically. I'll wait for everything to settle down, I admit I was in a hurry to get one too, but with 2 months delivery time there is no point right now. I'll be in Singapore when it arrives and wont see it until Thanksgiving. By then there will be plenty of reviews and discussions about the system that I can look over and re-evaluate my decision after that.

Im not upset over this. I kinda had doubts during the order anyways when the kiosk sales rep couldnt find what keys he was looking for on the keyboard to type in my info, and then couldnt spell my address a few times. So maybe it wasnt meant to be at this time, but maybe later.

 

Well I let my order expire and I cancelled it to be sure. But now I have 2 seperate sales reps who are calling my phone about 7-8 times each per day as well as my house 10-12 times each a day. One just tried calling my cell and then my house at 11pm. I told them both to cancel my order and now theyre calling like they want to give one away for free or something. This is getting ridiculous, I told them to cancel my order and Im no longer interested. I think Im going to have to be very rude next time they call.

Is it some policy that I have to ask them to not call me anymore? I figured if I tell them to cancel my order and no thanks I do not want to reorder they would get the hint.

 

I had a very similar situation happen. I placed an order via EPP using my Dell Preferred Account. I got an acknowledgment, but never a confirmation. I could also see where they'd taken the credit from the card. I called Dell and they couldn't find any evidence I'd placed an order. I had no order number, no proof of anything besides the acknowledgment. I canceled the order, had them refresh the account, and ordered the M1330 again the same day. I did get a confirmation the second time.

I have to say that I almost called it quits with Dell. Ordering, then having to cancel and reorder was such a hassle! Now the lead times for this laptop are ridiculous. I'm gonna give them a couple more weeks and if nothing changes, I will cancel and go with something that's actually ready.