Dell Computer Corporation Complaint - Bad Customer Service
I called and made an order $1000.00 purchase from them and when I received my confirmation email of the order and shipping address I noticed that they had my shipping address wrong, it irritated me because I went over the address three or four times and she repeated it back to me at least one time. So it was only twenty-four hours past due to time difference of where I'm located.
I call them immediately and tells them about the mistake after being cut off a couple of times and the call this number dance I finally spoke with someone. He couldn't help me because he was too busy trying to sell me insurance on my order so I spoke to someone else now about 45 minutes has past and still no resolution.
I finally speak with a young lady that tells me that she can help me but she would need to cancel my order and reorder it to do so and also she said the she could get one of the items that I ordered cheaper if she did that so I said well I just made the order yesterday why didn't I get it for this price then and she said that person that took my order messed up or something to that affect so I said fine so she put me on hold and a couple of times and came back and asked me for the correct shipping address and I told her and she asked me again and I repeated it and I asked her to repeat it so she said okay sir it's okay now so after I hung up the phone I walked away feeling assured of the order.
Later that day I call my mom and she tells me that some lady from Dell keep calling so I called Dell and started getting the run around again so I checked my email and she said that I needed to call a number to authorize my order so I did. later on that day something tells me to check my Dell account so I go online to check and my balance shows that I was charged twice for the same order the only difference is that the canceled order was about $45.00 more that the new order but I have to wait til they open the next day to talk to them about it and now I don't want the order at all so now I'm getting upset because I know how crazy businesses will get and I was right, it got crazy.
So after numerous calls I finally speak to someone who couldn't help me so he gave me a number after a connection failed again so I called the number and told them that I wanted to cancel my order, I was told that it couldn't be canceled cause it was already in production I told them it was about 24 hours ago that I made the order and you're telling me you can't cancel the order so after being transferred and fussing I hang up. I can't believe they are just going to make me take this order so I call back a few times and I speak to one agent that tells me that since it's only been 24 hours they would be able to cancel my order but at the same time I had Dell on another phone line and I told the guy that said I could cancel my order that I was speaking to another Dell agent and thanks and hung up with him which I regret now and spoke with the other agent and was told that they could not cancel my order because it was in production at a third party so after fussing to no avail I ask to speak to another supervisor and I ask him why is it possible to cancel and order for your convenience but not for the customer, I called 24 hour just yesterday to make an correction of the shipping address and you can cancel that order but when I when I want to cancel for my own reasons you can't cancel it.
I told them that I didn't want the order any more that it was too much stuff for my mom and I told them I was not happy with the service from Dell. I ask them why my balance which was $3500 before the order is now $1498.98 I was told that I had a order going to Illinois and one to Florida, now I made the order to Florida so who made the same order to Illinois, they replied you did I said I did not make an order to anyone in Illinois so now I'm really pissed. I ask who did you ship that order to and who authorized it and was told for security reasons they could not tell me. I said are you serious you're telling me that I'm being charged twice for the same order and one order I never made and on top of that neither order can be cancel and was told that one order has already shipped.
I said first of all I wasted I lot of time just being on the phone and getting no help so now you're telling 24 hour later that oh looky the order just shipped while I clearly see online on my account that it's still in production. There is so much more to this story but I'm too upset to finish so now I have so see how this plays out but one thing for sure is that I am done with Dell after this gets resolved. This is my story as of 02/8/2010.