Dell refunds

Fiona65_2

Below is an excerpt from the email I have sent to Dell stating my complaint:

"I ordered 2 laptops on 10th Aug 2010 through my corporate perks scheme with Orange (NOTE: This is for personal use and nothing to do with the business. The discount is a benefit for employees). I emailed on the 11th Aug to cancel as it was the incorrect order. I got a response on the 12th Aug asking to confirm I wanted to cancel. Which I did on 13th Aug. My order should have been placed on hold at my first request. Or dealt with when I confirmed as this was in normal working hours.

However, Dell went on to ship these laptops on 16th Aug and I was told on 17th Aug that it was too late to cancel (DESPITE ALREADY DOING SO) and I was told I would need to pay a return fee (Which by the way is against the Sales of Goods Act 1979 and Distance Selling Regulations 2000 that say there is a 'cooling off' period of 7 days where I should be able to return without ANY financial penalty).

I rang to say that the shipping was Dells error and I was not prepared to pay this charge which a named Dell UK consumer specialist agreed with and waived the charges. He scheduled a collection for Tuesday 31st Aug. I received an email on 30th Aug stating that the return had been stopped at the finance department as it was classed as a business account. Now, for one it is not (another of Dells errors) and two, these items shouldn't have even been shipped!

I rang up Dell Consumer and was told to ring Business. I rang Business and got a very rude gentleman by the name of Austen who at one point hung up on me. I got passed from pillar to post, back and forth between consumer and business. Eventually consumer rearranged a collection for Friday 03 Sept and assured me this problem wouldn't occur again. I had somebody waiting in all day whilst I was at work and in the end they rang up to see if the laptops were still being collected. Dell said it had been stopped AGAIN because it was deemed as a business account. I've tried speaking to a manager and was promised a callback from Charmaine Ramirez, but no surprise, Dell has let me down there too.

Under the legislation stated above, Dell are obligated to refund my money within 30 days of my request, regardless of whether the items have been collected. As I first requested a cancellation on the 11th Aug and re-confirmed this on the 13th Aug (both by email), I would like your assurance that my money will be back in my account by the 10th Sept 2010.

I have been liaising with Trading Standards with regards to this and I am taking advice accordingly.

I have always been under the impression that Dell was a reputable company that offered exceptional service. This is clearly not the case and I am very disappointed.

Regards,
Fiona"

Has anybody had any similar experiences or have any advice on how I can pursue this in the event that this email will be as effective as the previous ones I have sent?