Dell Computer Corporation Complaint - Cancelled my order without cause or explanation
While browsing Spoofee .com, I found a special for a 4GB DATATRAVELER 100 FLDR-USB 2.0 HS offered thru Dell Inc. one would purchase a $25.00 OFF coupon on e-bay and Dell's ,price would be $1.99 after the coupon was applied.
I did everything necessary and Dell sent me a verifucation e-mail and a delivery date. Afterwards I received a NEW delivery date that was supposed to be Jan 18, 2008. A few days later I logged on to Dell's site to check progress and in the My Account info, I found that they summarily CANCELED the order WITHOUT notifying me.
Read the following chat interaction with Dell and you be the judge:
This is an automated email sent from Dell Chat. The following information is a log of your session. Please save the log for your records.
Your session ID for this incident is 16529982.
01/13/2008 04:19:34PM Session Started with Agent (Savitha Shetty)
01/13/2008 04:19:37PM Agent (Savitha Shetty): "Thank you for contacting Dell Customer Service Chat. My name is Savitha. How may I help you?"
01/13/2008 04:19:41PM Agent (Savitha Shetty): "Hi Max, how are you doing today?"
01/13/2008 04:20:31PM Max: "My order shows cancelled. I didn't cancell."
01/13/2008 04:21:24PM Agent (Savitha Shetty): "I am so sorry to hear that your order is cancelled."
01/13/2008 04:21:43PM Max: "Is it really?"
01/13/2008 04:21:57PM Agent (Savitha Shetty): "I will personally review your records and will obtain the information for you."
01/13/2008 04:22:06PM Agent (Savitha Shetty): "Please verify your complete name, as on our records."
01/13/2008 04:22:12PM Max : "Thankx!"
01/13/2008 04:22:32PM Agent (Savitha Shetty): "You are welcome."
01/13/2008 04:23:11PM Agent (Savitha Shetty): "Please verify your complete name, as on our records."
01/13/2008 04:23:29PM Max: "Max XXXXXXXXX"
01/13/2008 04:23:40PM Agent (Savitha Shetty): "Thank you for the verification."
01/13/2008 04:23:44PM Agent (Savitha Shetty): "To confirm, your email on our account is ????????????. Is that right ?"
01/13/2008 04:23:58PM Max: "Yes"
01/13/2008 04:24:30PM Agent (Savitha Shetty): "Thank you for the information."
01/13/2008 04:26:06PM Agent (Savitha Shetty): "I have researched on your order and see that, your order is cancelled and suggest you to re-order."
01/13/2008 04:26:53PM Max: "That was a special purchase with a coupon that I purchased in e-bay... How did it get cancelled????"
01/13/2008 04:28:19PM Agent (Savitha Shetty): "I see that this order was cancelled because item 4GB DATATRAVELER 100 FLDR-USB 2.0 HS is no more in production."
01/13/2008 04:29:17PM Max: "That's not fair. I'm out the money for the coupon. Why don't you substitute an equal item???"
01/13/2008 04:30:38PM Agent (Savitha Shetty): "I understand that you are upset over the situation."
01/13/2008 04:31:10PM Agent (Savitha Shetty): "Let me quickly check on the options at my end."
01/13/2008 04:31:23PM Max: "Is Dell saying I'm S.O.L??"
01/13/2008 04:31:41PM Agent (Savitha Shetty): "Could you please let me know, what was the coupon amount used ?"
01/13/2008 04:33:09PM Agent (Savitha Shetty): "I have not received a response in over a minute. To ensure I have addressed all your questions, kindly respond within the next two minutes to allow the system to continue our chat."
01/13/2008 04:33:37PM Max: "Let me check. Theres also the 25.00 savings that I counted on. Dealing with an outfit the size of Dell was to me like "cast in stone". Now I havwe to pay up to 40 plus for a 4gb unit...."
01/13/2008 04:35:21PM Agent (Savitha Shetty): "Max, please provide me the coupon amount used on the order which would help me in processing your request."
01/13/2008 04:36:07PM Max: "Is this lonk going to work? http://cm.ebay.com/cm/ck/1065-29392-2357-0?uid=504390987&site=0&ver=EOIBSA080805&lk=URL&Item=170183654590"
01/13/2008 04:36:42PM Max : "link"
01/13/2008 04:37:36PM Agent (Savitha Shetty): "I see that this link has $25 coupon details."
01/13/2008 04:37:54PM Max: "That was the purchase"
01/13/2008 04:38:04PM Max: "That I made"
01/13/2008 04:38:59PM Max: "Can the 4gig unit be re ordered same as??"
01/13/2008 04:39:47PM Agent (Savitha Shetty): "I show that it is on EBay web site and I am afraid that there is any option for me to process any further coupon."
01/13/2008 04:40:17PM Agent (Savitha Shetty): "You would have to re-order on their web sites ?"
01/13/2008 04:41:05PM Max: "By tyhe way I see that the last e-mail says the shipping date was pushed forward. There's no notice from you to the cancellation...???"
01/13/2008 04:41:58PM Max: "I'm not sure if the coupon is re-useable at dell or if it's used up here."
01/13/2008 04:42:07PM Agent (Savitha Shetty): "Max, I understand how you must be feeling at this stage when order is cancelled without any notification."
01/13/2008 04:42:32PM Max: "Is this how Dell does business??"
01/13/2008 04:45:37PM Agent (Savitha Shetty): "Max, I am sorry if you feel it this way but if the coupon was issued by Dell we would have been able to help you out but since it is under EBay, we would be having limited access to process."
01/13/2008 04:47:01PM Max: "Seems to me the coupon was to be honored by Dell, right??"
01/13/2008 04:47:37PM Max: "It is a Dell coupon"
01/13/2008 04:49:14PM Agent (Savitha Shetty): "If the coupon was issued by us at Dell we will be able to honor it as an exception."
01/13/2008 04:49:29PM Agent (Savitha Shetty): "With the details I see on the link, I see the coupon was not issued by us."
01/13/2008 04:49:46PM Agent (Savitha Shetty): "Hence we will not be able to reissue the coupon."
01/13/2008 04:49:46PM Max: "Anyway, It seems I'm geting nowhere. To me this is a thirty to fourty dollars transaction. To you the cost is pennies... Are you going to chose pennies over a possible customer?"
01/13/2008 04:50:37PM Agent (Savitha Shetty): "Max, I'm sorry you feel this way. If this coupon was issued from us at Dell we will be able to honor it as an exception."
01/13/2008 04:50:48PM Max: "So you take the coupon and I get nothing, Thanks. I'll pass it on...."
01/13/2008 04:52:10PM Agent (Savitha Shetty): "I apologize for everything you had to go through."
01/13/2008 04:52:23PM Session Ended
If you require further assistance, please visit us at support.dell.com
\ANYWAY... THEY TOOK AND KEPT MY COUPON WITHOUT ANY RECOURSE LEFT FOR ME... CAN YOU SEE WHERE DELL PUTS THE CUSTOMER? tHERE'S NO WAY I WOULD SPEND ONE MORE DOLLAR WITH THIS CHICKEN OUTFIT!!!