Odale
Active Member
I feel some strange need to share this with other people who share my interest with computer-related tech items.
On the 10th of September I ordered an XPS 13 from Dell's Outlet and I paid with PayPal. My order was never processed and never shipped. I emailed them before I called them. Last week I managed to just cancel my order and move along. It was so infuriating.
The email below is a response to an email I got today about the incidents that happened on the 18th.
I don't know who dropped the ball, but I'll never order another Dell product again, nor will I use PayPal.
On the 10th of September I ordered an XPS 13 from Dell's Outlet and I paid with PayPal. My order was never processed and never shipped. I emailed them before I called them. Last week I managed to just cancel my order and move along. It was so infuriating.
The email below is a response to an email I got today about the incidents that happened on the 18th.
I don't know who dropped the ball, but I'll never order another Dell product again, nor will I use PayPal.
To whom this may concern,
I ordered a Laptop and a tree for the environment for $2 (because I felt nice; they are orders 4623XXXXX and 4623XXXXX). I "paid" using PayPal on 9/10/13. On 9/18/13 I checked the email for order confirmation and it turns out that the payment from PayPal was either never sent to Dell by PayPal or was never processed by Dell once PayPal sent the information (there is plenty of money in my bank account to support this purchase). Before I did anything, I sent Dell an email. When I felt that I needed to do more, I called both companies and explained the issue. PayPal said the issue was with Dell and Dell said the issue was with PayPal. That's a convenient thing for both companies to say, but completely inconvenient for me to deal with, as I had to look up both Dell's customer service number, and PayPal's number, call them both and then pry at these Dell and PayPal for more information.
Because you are a Dell employee and because you claim to be a manager, I will explain to you what happened. I had to call Dell four times. The first time I called to explain the processing problem (the Dell representative told me to call PayPal). I called PayPal - they said to call Dell. I called Dell a second time, and was transferred somewhere where there was no extension and your telephone system ended the call. This made me mad. I called a third time, was sent to your billing department to get the method of payment changed. I asked the woman who answered if I could change the method of payment and she continually gave me an answer that I felt was unrelated to my question. I asked for a manager and after she argues with me, I ask slowly after a ten-second pause. She puts me on hold and after five minutes or so, hangs up. I call back the fourth time to try to get back to the billing department only for someone in customer service to tell me they had closed for the day. I don't know why I was hung up on, but I can't help but think it was because they were going home. At this point, you could say I was furious - but that word does not do my experiences with your customer service and billing departments justice. I was forced to wait and get this problem resolved the next business day. Initially I wanted to change the payment type so I wouldn't have to reorder a laptop. Once I spoke to a real person (your animated voice selection service is also terrible) was told that because I ordered off of the Dell Outlet, the option of changing payments was not made available to me - even though my order never left the processing phase. Why did the lady in the billing department fail to tell me that the fourth time I called? I was forced to cancel my order.
I do hope this email is due to my horrible experiences via calling Dell customer support and not a response from the email I sent prior to calling (I see the quoted text and apparently it is not the former). Because this is a response from my email, and because it is several days late, it shows what a lackluster company Dell is and shows that Dell has no interest but to collect money from people and has elected to not help their customers with their issues.
Your customer service could not be any worse than it currently is. Over the five calls, I spoke with at least a dozen people, and for everyone I spoke with, I had to re-explain the first paragraph of this email. That's terrible customer service. A note should have been placed on my account that says "this person is mad" and the note should have summarized what my problem is so that I didn't have to do it so many times. I simply cannot believe how bad the customer service is at Dell. I'm going to buy a computer from a company so many of your laptop models so obviously mimic - a Mac. I know they are considerably more expensive, but I am wagering that their customer service is genuinely good, unlike your own (maybe you should try to mimic their customer service, too).
My orders have been cancelled, so there is no purpose for this email.
Regards,
A Former Dell Customer
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