Dell - payment taken but order cancelled

teehibbee

Not sure where to post this. Transaction arose out of a special deal posted in grabbit board.

Dell took my oder for a laptop on Tuesday. I used quidco first and entered an e -value code to get to the machine I wanted. Card details were entered and transaction was processed.

Checked bank account online today - they have taken payment. When I logged into Dell site to track order I couldn't see it so I sent customer services an email. They've confirmed that "sales" have cancelled order.

Any advice please? Would not necessarily want to start new deal as wouldn't earn cashback dealing direct with Dell plus the deal I got seems elusive now.

Cheers

Sweetchuck

Dell sometimes place a holding order on your card and will actually invoice you when the goods are dispatched. However, if they have taken the money, transactions normally take a day or two to show up, so don't be surprised if a full refund shows up tomorrow.

If you haven't done so already, get in touch with Dell's customer services and ask what's going on. I very much doubt you'll have any problem getting your money back. Alternatively, speak to them and try to find out why the order was cancelled and - as it was their mistake - whether they will provide you with the same deal again even though the offer has ended formally.

Roger_Rampant

Firstly Dell are an honest company, and won't keep your money if the order has been cancelled. There have been a lot of cancelled orders since last Thursday/Friday which largely seem to be down to technical errors with Dell's systems. The main challenge is that Dell's call-centre in India are a nightmare to deal with, with people being passed around, cut off, insulted and being given different information by different people

You might be able to convince them to re-instate your order if you have received a PDF for the original order. If it was me I would try to have the order re-instated by Dell, then argue your case with Quidco after you have actually received the PC

ned87

I had a similar experience with two orders which were pdf confirmed then disappeared from status tracking after a couple of days. On enquiry, was told that they were cancelled due to internal error. Then took them four days to reinstate one order and six the other. As delay was problem for me I cancelled one order by phone and e- mail but for the past two days have been getting calls and emails giving me new order numbers for the unwanted item. So good luck but be careful that you don't end up with three(or more) Seems that Dell have a' nothing or all' policy.

BritBrat

The main challenge is that Dell's call-centre in India are a nightmare to deal with, with people being passed around, cut off, insulted and being given different information by different people

When I get an Indian call centre these day's I first ask if they have a UK alternative number, quite a few do now. Then I either get redirected or ring the other number, I never try to speak to anyone in India now and only if I have no choice.

I have wasted to much time in the past just to go around in circles, this is not specificly about dell but just Indian call centers, sorry for off topic rant, it just makes my blood boil when I see posts about indian call centers.

I would guess Dell has a number in Ireland that you could ring.

dalkaty

BritBrat wrote:

When I get an Indian call centre these day's I first ask if they have a UK alternative number, quite a few do now. Then I either get redirected or ring the other number, I never try to speak to anyone in India now and only if I have no choice.

I have wasted to much time in the past just to go around in circles, this is not specificly about dell but just Indian call centers, sorry for off topic rant, it just makes my blood boil when I see posts about indian call centers.

I would guess Dell has a number in Ireland that you could ring.

Before phoning the company you want, try this website, saynoto0870.com

also try this number for Dell uk 01344 860456 Switchboard - ask for Customer Services

chuckles1066

Roger_Rampant wrote:

Firstly Dell are an honest company, and won't keep your money if the order has been cancelled. There have been a lot of cancelled orders since last Thursday/Friday which largely seem to be down to technical errors with Dell's systems. The main challenge is that Dell's call-centre in India are a nightmare to deal with, with people being passed around, cut off, insulted and being given different information by different people

You might be able to convince them to re-instate your order if you have received a PDF for the original order. If it was me I would try to have the order re-instated by Dell, then argue your case with Quidco after you have actually received the PC

I had one bad experience with Dell where they debited my credit card immediately and then told me my estimated shipping date was six weeks away!

I cancelled the order and it took them 9 weeks (yes, nine weeks) to refund my money.

I have, however, had other systems from them without such problems.......I think with Dell it's a case of "when they DO get it wrong, they get it BADLY wrong".

barneypebbles

Copy of e mail sent to dell..
I first tried to purchase a laptop for my son's birthday from Dell on-line sometime around the 11th but failed to complete the transaction due to the website crashing. I therefore telephoned the sales line and was put through to Sunil Rajan on extension 73625. After explaining the situation with the Dell Internet site he said he could carryout the purchase over the phone. An order was completed and he said we would have to wait for 24 hours for a credit check to be carried out. I was sent a quote number of 722xxxxx.
Upon reflection the next morning I decided that it would be quicker to pay with my debit card to try and expedite the delivery. I tried to contact Sunil but was put through to his answering machine as he was not in that day. I contacted the number given on the answering machine and they put me through to Debbie Hogan.
I explained the full story to Debbie, I told her I did not wish to pay for the laptop via a credit agreement but to purchase it directly paying with my Debit card. This was completed very professionally and was confirmed by e-mail with a customer number ( GB5xxxxxx) and a order number(334xxxxxx) , She said she would try to get the computer to me by the 19th of March as this was for my sons birthday.
That same evening, the 12th of March, Sunil again contacted my family. He phoned many times, leaving countless messages for me to contact him. The children felt him to be quiet rude and persistent. As I arrived home late I did not return his call.
On the 15th whilst driving home from work he phoned to say that I needed to once again give him all the payment details as there had been a "software glitch " at Dells end. I explained that I could not give him these details and would phone when I arrived home. He phoned me as soon as I walked in the door, he explained that a technical hitch had happened and all the payment details had been lost and he needed them again. My wife found this strange and contacted the bank whilst I was on the phone to Sunil. They said a payment off £755 was pending on our acc, dated 14th March.
I explained this to Sunil, but in a very condescending manner he explained that we were wrong , the first payment had been cancelled , the bank was wrong and he needed the details again... We were not happy about this as my wife "smelt a rat !!" but as my sons birthday was fast approaching we felt we had no choice but too do so. He gave me another order number, this time 334835818
My sons birthday came and went... no computer......
This morning my wife checked our iInternet banking, two payments to Dell had been taken, both for £755, one on the 16th, the other on the 17th.
We checked with the bank to make sure these had left our account and were not just pending, they had both cleared and the funds were now in Dells account not ours, plus at 8.15am this morning another withdrawal for £755 was pending to go to Dell ..
I have spoken to your "offshore" customer complaints dept, who assured me that no payment had gone from my account, even though my bank says they have. There had been a glitch, that the order had been cancelled and re proprocessed , she also said that Debbie would not have been able to take our original order as "she was a backroom girl and had no authority to take orders !!!" Her manner was once again condescending and totally in denial off any wrong doing from Dells point of view blaming it squarely with our bank.
I have spoken again to Debbie who has been helpful and professional throughout. She is as equally shocked by her colleges actions off cancelling her order and replacing it with his ( to get the comcommission ?! ) as we are.
Sunhil has been rude and overly persistent, has misled us and has misrepresented Dell in his manipulation of money from our account .The money was taken under false pretences on two more occasions. This could be classified as theft.
We have had 2 x £755 =£1510 taken from our account, plus a further £755 , a total off £2265, for A £755 computer , which we have yet to recieve.

This whole scenario has been very distressing, for myself, my wife and my son. Not only has it left us in a financially embarrassing situation, but my son had a presentless birthday ! . All due to his incompetence.
We would like our monies refunded and our computer delivered forthwith.
I look forward to hearing from you regarding so form of recompense for this catalouge of disasters and to hear what action will taken to prevent this happening to future customers.
Yours sincerely Mrs barneypebbles


" as off today another £755 has been taken that now makes 4 x £755, my acc is now in the red..I cannot speak to anyone, just keep being put to India no matter who I ring,They do not understand. Dell in eire or Uk shove me back time and time again to India, no matter how much I plead.(16) different nos. in all)
They say I ordered 3 computers.. NO.
I am now broke, I have contacted the fraud dept of my bank who have shut my acc and are following up the fraud. Trading standards who have told me to write to all the availaible Dell addresses.
I am about to walk down to the police station, ((as I really have no money for petrol as Dell have it all !!)) Can someone please help.."





Thanks

peter_the_piper

What an incredible tale. I think that Watchdog would be a good place to start, usually just the threat of being mentioned on this programme works wonders. I hope you get it sorted very quickly.

slojo

Unbelievable story...hope it all gets sorted out OK and they give you some serious compensation

Good luck

aliasojo

***Board Guide Note***

I am so sorry to read of the hassle you have had. As you will see, I have edited your post a little, to remove your personal info.

01344 860456 is supposed to be the number for their Head Office in Bracknell according to saynoto0870.com. Have you rung that number too?