Dell canceled my order WITHOUT CONTACTING ME!

[I_W]

Keep close watch on Dell when you place an order. I guess this is particularly important when they are offering great bargains.

I placed an order for an 8300 with a low additional cost 18.1 inch LCD and with several nearly free upgrades during a period when a $200 discount was being offered.

Last Wednesday morning I placed the order. It didn't even appear on their tracking site for a day and I couldn't find anything except that it was due to ship on Friday. I finally got some actual information Sunday afternoon and the order had been CANCELED.

No phone call to me, no e-mail, NOTHING!

I sent an e-mail Sunday (customer service not working on Sunday) and received a reply this morning from India.
* Called me by the wrong name.
* Said they couldn't help me.
* Gave me a phone number to call which had too many digits for a US phone number.
* Had a link to customer service on their site which was split between two different lines and, of course, wasn't a proper link since it broke at the line wrap.

This morning I was on the phone to India for 15 minutes and had to listen to Indian music on hold on and off. Effectively no help at all.

Called the phone number they gave me which seemed to go to Texas. Only thing they did was say I could reorder BUT COULDN'T GET THE PROMOTION. He says that "Maybe their e-mail was filtered by my ISP as possible spam." I look at my filtered mail from time-to-time and have NEVER found that my ISP has filtered anything that wasn't honest-to-goodness SPAM!

Their claim is that my AMEX charge was denied.

I called AMEX and they say there were no denied charges on my credit card.

Supposedly the CSR will "e-mail a supervisor and have him phone me."

I'm wondering if Dell is canceling other orders when the price gets too low???

Has anybody else had problem like this recently with Dell?

I sure am not about to have an more of my consulting customers, most of whom are senior citizens and not very computer savvy, order from Dell if this is how they now treat their customers!

[TKP]

TKP, the extreme cursing is not required to convey your point. I suggest you find a more appropriate method of communicating your ideas. - RobRich

[tmx468]

TKP... Watch the language mate...

[JPMiller]

I apologize to RobRich... did not mean to question his judgement ... merely thought this may have been a joke or something...
I also am surprised you had so many problems with Dell as I have had nothing but good transactions with them in past...
OHHHHHHHHHHHHHHHHHHh... you moderated TKP's post for language... My mistake...it looked as though you were admonishing I_W for HIS language... again I apologize and will be more observant in the future...

Then you evidentially read the wrong post by TKP.

Back on topic, I_W I am surprised Dell canceled your order with no notice. I know this is wrote into the Dell account policy, but I have never actually seen it done. Strange indeed....

[demon_wolf]

I'm confussed to JP, I dont see any bad language or that either......maybe all the beers yesterday are still affecting me....lol

Back on target.....it seems strange to me also, especially if AMEX is saying there have been no denied charges.......

I hope you get it worked out I_W

[captainjrl]

I_W - Welcome to the club.

A few months back I got in on a deal for a really cheap Dimension 4600. It was cancelled without notice as well. A few weeks later after I emailed them, I got an email stating that my order took advantage of a pricing error on their site. Don't be suprised if you get one too.

[Ruler2112]

I know a guy who ordered several PCs for his business about a year ago. It was a gun shop - Dell canceled the entire order (4 machines) because of 'possible terrorist uses'. I guess Dell views somebody legally selling firearms as a terrorist now.

From my experiences with Dell, I'm not surprised at all. Hope the supervisor can help you out, but don't expect it unless you want a better than average chance of being disappointed.

[I_W]

Gee and I remember when Michael Dell was selling computers out of his dorm room!

I'm not holding my breath and am drafting a letter to the Dell Senior VP and General Manager for US Consumer Business. I'll send it in a couple of days if I don't get this resolved. If they are a good company an assistant will call and resolve the problem.

Also letters and calls to the San Francisco Bay Area consumer groups...TV and radio and newspaper. If nothing else it'll convince a few who might have purchased Dell to go elsewhere.

And of course there are BBB (usually ineffective), Attorney General and the like complaints to file. At least make it annoying for Dell if they really have so little regard for being fair to customers who place orders in good faith.

It's going to be interesting to see if I really get a "supervisor" call. I at the time figured it was the way they get an annoying person off the phone.

I must admit though that I did act polite and didn't even raise my voice.

Not like I did once when I had an Acer warranty problem on some computers I was forced to buy when they bid low and finally hung up on a "tech" who insisted that I be at a computer to "troubleshoot" the mouse that failed under warranty. That problem with Acer was solved by calling the headquarters office local to me and finding an employee who cared who was able to send me parts I needed outside of the regular channels. He lived only a short distance from our college and at that time his comment was not to pay any attention to those guys in the Dominican Republic who don't know anything. I guess they were just ahead of the time with their off shore customer (no)service.