Another Frustrating Experience w/ Dell

Greetings to all,
Two hours ago, I had yet another frustrating and upsetting phone call with Dell. I decided to cancel my Inspiron 1721 and order a 1520 instead. Here is the email I sent to my Case Manager:

Seyd,
I just had another extremely frustrating experience with Dell. This is going to be long...

I called to cancel my order for the 1721 because it was taking longer than I would expect (one delay after another). When I called, I was talking to a very friendly customer rep who walked me through my order. As we were about to "checkout", her computer froze. Before I hung up, I asked about a coupon that I had through the EPP program. She told me that I would be able to use both the 15% off coupon and the EPP discount when I would pay for this computer. She told me she would call me back in about a half hour.

After an hour, I decided to call back because I was on a strict timetable. At 5:00, I called the EPP Division again to cancel my order and re-submit my new computer order. I got the customer service rep by the name of Michelle. The transaction started out pretty good, but when I went to submit my coupon code she told me that I would not be able to use it. She told me that I had to use either the EPP discount or the 15% coupon, not both of them. I told her that this was conflicting information from my discussion with a customer rep prior to her. She told me that was wrong information and wouldn't budge. Frustrated, I decided to continue.

The next thing we were to do was to submit the means of paying for the computer. Since my Mom is a Dell Preferred Cardholder, she qualified for the 3 months no interest offer. Or so we thought. When my Mom gave her the required info, she did not qualify for the financing offer and had $1,000 less available in her Preferred Account. My Mom and I knew that this was false because we purchased the then cancelled 1721 Inspiron with her credit. My Mom was very upset because she has always utilized this option when buying her Dells.

I was able to log on to her account and I saw with my own eyes her $5,000 credit limit and the option to pay with no interest for 3 Months. My Mom and I both went back and forth with Michelle and tried to tell that it was impossible that she would not have the financing option. Michelle was very insistent and quite rude that we did not qualify for something that we had a week ago!

In anger, I asked to talk to the manager. Whenever the manager came on, he verified what Michelle said. This made my Mom and I even more infuriated. We asked the manager (Jason) if we could give our information again. He took it and guess what? My Mom had her $5,000 credit and 3 months no interest financing offer.

We were able to purchase the order. The manager then said that he wondered if he could make me happier. I said unless you are able to offer me something, I am not going to be able to happy with this product until I get it. He said he had nothing else to say to me.

This is very frustrating because this is the 2nd time in 2 weeks in which I have been very frustrated with the customer service at Dell. The best customer service at Dell is the customer service department. I sometimes don't think it is fair that you have to pick up the pieces of other people's poor customer service.

Like you said prior to my new order, I kept the shipping at Ground. If there is anything else you can offer me, it will be greatly appreciated. It would be nice if something positive come out of this situation. As of right now, I am not even sure if I will ever go with Dell or even refer someone to Dell.

Thank You,

Matt

To All
I am getting a sweet computer. It is a shame that I have to be so frustrated. Maybe I will have some good news once I hear from Seyd.

 

lol! i am not that much better off... i cancelled my order and reordered and they forget to give back credit. i have $xxxx on pend from dell purchase and i cant even use my card to buy other things because my card has a limit on it. its been 4 days and i am still waiting... if they arent going to give back my credit anytime soon, i might just not order from dell...

 

It is supposed to be deducted 24 hours after you cancelled...so the manager told me.

 

haha not for me... i am still waiting for my credit to come back! it has been 4 days and i cant buy anything else. my dad is pretty angry at me cuz he is limited =(

 

That has nothing to do with Dell and everything to do with your bank.

Well, it has a little bit to do with Dell. They can speed up the process. Go online and ask them to release the hold on the card early. Your bank sets a default time (5-7 days is common, can be up to 14 days) before it expires, but Dell can manually release it.

Money will be back in about 48 hours. This isn't Dell's fault at all.

 

its more dell than my dad's card company... i called there credit card company and they told me that i have to call dell inorder to get my credit refunded because they cant give it back unless they receive authorization from dell. i called dell and they looked up my account and only saw 2 laptop orders with $xxx amount due. yet, they still refuse to give the credit back... i talked on the phone with them, emailed, and etc. its just not happening so far... lol. o well, another few days and i am done with dell.

 

In case anyone was interested, I just received this response from my case manager. Dell's Customer Service shines through again!

Dear MATT XXXXXXXXX,

Thank you for contacting Dell customer care.

This is in reference to email received on 07-28-2007, with one of our representatives at Dell Customer Care, for which the assigned case number is . XXXXXXXXXX The current status of your case is that your order#XXXXXXXX is in production and it is estimated to be shipped out by 08-14-2007, however I have change the shipping method to Next day without charge, Once this system ships out I will Issue $50.00 coupon and I will place order for Carrying case.

We attempted to contact you but were directed to your voice mail box.

We would like to know if the issue has been resolved to your satisfaction. If you would like us to call you back, please let us know the best number where we can reach you and a convenient time for us to call. It is our pleasure to assist you.

Thank you for contacting Dell customer care.

Sincerely,

Syed Jaffari,
Case Manager
Rep ID: 119677
American Business Customer Care
Dell Inc

 

It takes a few days

 

yea.. you are pretty luck there. its been a week and i still havnt got my credit back... the guy told me 24-48hours and it has been over 100hours. how lame of dell... i think they just want to keep it there on pend so i would get angry lol.

 

I think the refund of credit has more to do with Citibank, which is where the account is credited.

 

everything takes time when dealing with banks..its not all of dells fault. I think as long as your computer is in good working order and you don't have any problems with it..thats more important. I hope you get your credit back. Our bank takes forever (or so it seems)when dealing with pretty much anything.lol. are you sure they had the right account info? try again..be persistent. it sucks that dell cusomter service also has issues though..lol

 

i did forget to add. customer service is important when dealing with getting your credit back or whatever else though..yea anyways good luck

 

It has nothing to do with your bank.. Dell can release your credit within minutes if they chose to.. Try doing what I did.. I spoke to a "New purchase" Rep and told him that I needed the credit back to make a reorder (I did this with HP too a couple of years back) and if he insists on configuring the system first.. do it.. once you are done configuring the system, he'll release your credit within a minute.. and then hang up on him and check your credit card account.. yoou'll have your credit.