My opinion of Dell is so low at the moment, dung beetles rate higher.
On Monday, I had one of those “While you were out…” delivery tags from DHL. “Oh, great,” I thought, “maybe the book I ordered was expedited in shipping.” I had ordered a book (Photography, 7th edition) from Amazon on the second, and the seller was on vacation at the time, so he recently shipped it. I signed the card re-hung it on my door.
The next day, I was not presented with a book-shaped box. It was a bigger box. From Dell. I took it inside but decided to not open it. I checked online, and sure enough, Dell had shipped me a Digital Rebel XT from an order I cancelled over a month ago.
I thought when I got the email from Dell about them reversing the billing charge, that I could relax. I thought that it was my last dealing with these morons. I was obviously wrong. Here’s the recap:
- Ordered a Rebel XT which shipped the next day, only to be ‘lost’ by DHL.
- Dell, via their shipping insurance, prepares another order. This order sits in queue for over two weeks.
- I cancel this second order, after fighting with their online support for the privilige of being ‘right’ as a customer.
- On May 4th I get a notification that the credit charges have been reversed. The amount is removed from my Visa bill.
- Unknown to me, Dell created a third order, for another camera in the total of $-908 to be shipped on the 6th.
- It ships on the 13th, 7 days behind schedule (at least they are consistent) which brings us to the present.
It’s obvious to me at this point that Dell doesn’t like giving refunds because their departments don’t talk to each other. I don’t know why they would allow such gaps in their supply chain, but there you have it. They are morons, and I don’t look forwarding to correcting this problem. I really want to talk to someone competent at Dell, but I don’t think they have anyone working for them who is both competent and accessible by phone.
So what should I do to correct this? I’m honestly at a loss here. Their order support has a proven track record of getting nothing fixed. I can’t believe how many times they have screwed up in the space of one simple order.
Comments (6)
Catch the next flight down to Round Rock, Texas. Hand deliver the camera and demand that they explain what kind of business they are running. Either that or next time you call, as soon as you get on the line with someone, escalate the call up one tier and again and again until you get to the top.
Unfortunatly since you didnt know who the package came from, you couldnt refuse it. I would return it to sender, call your CC company and complain about the charge and then call Dell and tell them the package is in the mail, you have contacted your CC company about an unauthorized charge and that if they dont do a good job about taking care of it you will see them in court.
But that is just me (Ive had experience with this before)
Acutally, seele, the first part may be true (that I didn’t know where the package came from) but the second part is unnecessary. They charged me $-908, not $908. They shipped on the opposite of money, something I wouldn’t do if I wanted my company to last long.
Oh, I misinterpreted that. I thought when you said -908, it was a deduction from your CC.
So basically they credited your account, created another order and shipped you a camera anyway? I wonder how long until they audit their books and realise the mistake (especially if there is lag between the departments when you return the camera).
Ill put bets that theyll figure it out, not talk to receiving and find out that you did indeed return the camera, charge your credit card and then youll have to repeat this process.
I was thinking about getting a new credit card number. Then they’d have to contact me before doing anything stupid. The problem here is they probably will never have any idea what’s going on. Remember, Dell is from that same school of business the brought us Enron. They are probably already cooking numbers to look good in the public, and would probably never notice. I’m plan to conduct this process via email, because it boils my blood to handle it any other way.
I just got off the phone with Dell. I am going to take legal actions next.
Short story - same Digital Rebel XT ($804). Same delay. except I got notice on June 8 that because it was delayed so long they needed approval to proceed (according to a Federal Trade Commission rule). I cancelled the order.
June 16 - I’m in PHL airport waiting for a flight, I go to remove some cash from my checking account. ($804) is missing. hmmm. I call my bank.
Commerce bank does a great job and even calls and conferences in Dell.
Dell says, they can get the funds back into my account by 3 to 5 biz days.
Back from my vacation on June 21. Call Dell to check progress. Now told that they have to wait to get the camera back (it was refused by my office staff - fortunately on last Thursday). AND!… they will then take 7 to 10 business days to credit my account. Mutha#$@$ers.
A. They illegally remove funds from my account.
B. They break FTC rules by doing so.
C. They refuse to help by taking actions the bank asks for (letterhead stating the trasaction is cancelled etc.)
D. They give false info as to my anticipated reuniting with MY MONEY.
I am going to file legal papers next and cost them THOUSANDS to deal with it.
peace - Richard