Dell complaints

[Capeachy]

This order is through Dell Canada but here goes:

Last monday, I ordered a inspiron laptop over the phone. I asked the sales rep to put the billing address as the same as my home address (I had a previous account with dell) and asked for the laptop to be shipped to my office. He said no problem and took down all the information and gave me my order number.

On Thursday, I get a message on my answering machine at home from 'someone'. The reason I say 'someone' is because this lady did not annunciate her words and I could not make out her name, her company name, her department name or her extension number. All I had was the phone number and I think that she wanted to confirm that my billing and shipping address were different. (No duh) I would later learn that this phone number belonged to Dell credit card services department.

Undaunted, I called up Customer Care on Friday morning and gave them the phone number. They said it was one of their numbers and told me to call my sales rep. I tried calling my sales rep in vain. So I called customer care again and this time re-verified my information with them. Later that day, I was finally able to reach my sales rep and confirming my information. He assured me that it was probably his team lead calling me for confirmation. (Despite the fact that the phone number in the message does not match the phone number of the sales department).

In the afternoon, I checked and found another answering machine message from the Credit Card services department asking me to verify that the billing and shipping addresses are different. (Why on earth do you think there are two entries!?!?) This time I could actually get the extension for the guy. I tried calling him back but his voice mailbox was full.

On Monday morning, I finally get through to the Credit Card Services department rep and re-verify my information and he said that was all he needed. You would think this would solve my problem do you? Well on Tuesday morning, I called customer care to check on the status of the order and the rep told me the order was CANCELLED. (Can you say WTF? ) The reason she said, was that my credit card company tried to reach me but couldn't. I knew they had no reason to do that because I even called on Friday evening to verify that there was an authorization for Dell in my account. (I later called the credit card company to verify just to be safe.)

I gave the customer care rep an earful (short of using [explitives]) while she put me on hold to talk to her "mentor" and my original sales rep. She finally found me a rep in the Post Sales department to "reactivate" my order and hopefully expedite my order with overnight shipping.

I certainly hope this order comes through, otherwise I'll be looking to lobbing someone else's head off.

[Badger]

The call from the Dell credit card services was generated because your shipping and billing addresses were different. It is a security check so you don't use someone elses credit card without authorization. Just because you have the same name doesn't make you the same person

It was probably cancelled prior to you calling in and verifying on Monday, but was not noted or updated for the rep when he did the verification.
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[Capeachy]

So they give you less than one day to return phone calls before they cancel? Ouch.