8 days after ordering and having absolutely nothing happen, (I haven't made it to pre-production yet) inexplicably Dell opts not to charge my credit card and releases the hold for the funds, essentially meaning that they didnt charge me anything. i've been calling all week on my cell phone, racking up minutes (I live in residence at a university and dont have a room phone) and have recently resorted to using a public phone for 45+ minute hold times... but I always just hang up because I can't get through.
|Dear Dell Canada Customer Service: Please refer this email immediately to a manager. I would like immediately to be contacted by phone at ********** or by email at *************** Please leave a message on the phone if I do not answer. Okay, basically, I am extremely pissed off with my entire experience with Dell at this point. I apologize for the angry tone of this email, but so far, basically everyone I have talked to working at Dell with the exception of two representatives has been completely unable to help me with any issue. Being polite and patient has got me nowhere with Dell Canada. Firstly, when I ordered I spoke with two sales representatives. The first was completely unhelpful and wouldn't apply my coupon and although he wasn't rude, he was very persistent in not giving me my discount and swore that he would have to pay from his own pocket if he were to apply the discount. He promised to call me back so I could speak to a manager after refusing to let me speak to one, after insisting that all the managers were in a "meeting" that would last at least two hours. He never called back which was quite upsetting since I waited at home for the call. He even made me send him a copy of the coupon I wanted to use to the following email address: firstname.lastname@example.org He was bad rep #1. Anyways, I called back and got another sales representative who promptly applied my coupon and sold me the computer without giving me any trouble. He was helpful and polite. He told me that both credit cards had been charged and that everything was okay. He also told me that Dell might call me to confirm the order which never happened. He was good Dell rep #1. I called again to get a copy of my invoice emailed to me. The first customer service representative never sent the email even though he said he did. Bad rep #1. I called back and talked to another representative who sent the email, finally. He was good rep #2. After this, my order has been sitting in "Order Processing" for many days. I ordered on August 31st and it is now the evening of September 6th and my order has not even been processed. On Friday, September 1st, I called to ask a customer service representative to ask if everything was okay with the payment and she said that it was after talking to the finance department. She said that my order would go into pre-production the next day. Bad rep #2. That has not happened. Actually, my estimated arrival date has been pushed back by 4 days now from the 18th of September to the 22nd of September. I have tried over the weekend to call, but the office was closed. Since then, I have called EVERY day and waited on hold for 45 minutes using my cellphone and have not been able to get through once. All I get is a recorded message very 60 seconds saying that "We are currently assisting other callers," and that's it. After wasting all my cell-phone minutes and getting nowhere, I tried calling from a payphone today and waited at the payphone for 45 minutes with no response. The reason I have to use a cellphone is because I am a university student. I emailed customer service as well a few days ago and got the response "Once we have more information we will email you back after 9AM EST today." from *********. The customer reference number is **********. The email never arrived. Bad rep #3. Today, I checked with my credit card company and noticed that the hold that had been placed on my credit card has been dropped. This means that Dell has cancelled reception of credit card payment from their end. I have received absolutely no explanation for this, just outrageous wait times on the phone and customer service replies that mean absolutely nothing because they provide no information whatsoever and offer no resolution to my problem. I ordered from Dell expecting prompt assembly and delivery of my computer. I started classes yesterday and my laptop has not even entered production. If Dell expects any further business from me then this situation had better turn around immediately. In fact, I will make a specific effort to recommend against Dell to everyone I know. At LEAST, I am expecting a shipping upgrade to make up for the time that has been wasted as well as a further $200 discount on the computer. After my order for $1942.47, all I have to show for it is an order number referring to a computer that I have not even been charged for (How can you build it if I haven't been charged for it...), a huge amount of wasted time and energy and the worst customer experience of any company I have ever purchased from. PLEASE EXPLAIN WHAT YOU PLAN TO DO ABOUT THIS!! ALL I WANT IS THE COMPUTER I ORDERED TO BE MADE AND DELIVERED. I HAVE GIVEN MY CREDIT CARD INFORMATION. NOBODY IS HELPING WITH THIS PROBLEM. THEY JUST PROMISE MORE INFORMATION AND NEVER CONTACT ME. I CANNOT GET THROUGH ON THE PHONE. MY COMPUTER IS NOT BEING MADE. PLEASE ADVISE.|