OOOHH!! Dell ran me through the gamut this past week. I’ll try and make a long story short.
-Called them (after receiving an order confirmation that was wrong, attempting to correct it their way, [including a ‘Live Chat’ with a customer service rep, who told me ‘please contact our sales department to correct your problem’ and disconnected, after I had waited for her for 20 minutes] having my first order cancelled and a new one placed, then the second was wrong as well) to speak to the human specified on my order confirmation
-was directed through no less than three automated lines, to be told my specified human wasn’t available, please wait for the next available rep
-my call was dropped
-repeat above twice
-finally spoke to a human, who very graciously listened to and fixed my problem (which involved cancelling the second order and placing a third, corrected order…more on that in a sec)
Great, ok, so my computer shows up all bright and shiny, and I was happy.
-I realised my printer and digital camera hadn’t arrived, and checked the status of that order online (peripherals are ordered seperately from systems)
-printer and camera order had been cancelled. I’m like what the hell…so I get on the phone again (to the number they said call if I had a problem with orders)
-bunch of re-routes through various automated systems later, I spoke to a human, told her my problem, and she looked up my account. She said “It was cancelled by Financial. I can’t help you. Please call Dell Financial Services to resolve this complaint.” CLICK (“Bitch!”)
-calling financial services…menu option 2 - ‘For questions concerning recently placed orders’…beep!.."Thank you for calling Dell Technical Support. (huh?) Our business hours are from 8am to 5pm Monday through Friday…(it was 1pm my time, noon theirs)
-repeat 3 frickin times, each time being re-routed to a different branch of service by pressing the same menu option. I threw my cel phone at the wall.
So what I figure happened was that when the third order was placed, the second hadn’t yet been cancelled. We have a set spending limit on our Dell account, and having two systems on it would have sent it way over the limit, so it auto-cancelled anything that had been placed prior. I ended up simply re-ordering them, but why someone couldn’t just tell me that, I don’t know. I would think that such a huge company could get their act straight. I don’t think I am being too harsh, either, having worked in call centers for years, at varying levels of authority.
I lied. This is a long story kept long. Thanks, though, because I would otherwise have made it its own cozy little thread in a couple of days.