"Cancelled the order with no explanation or apology. WTF!!! Dell totally sucks and is the worst site - boycott in future!!"

"Sometime in the beginning of February I made an order with Dell Australia for a keyboard and mouse combo pack for $105.75. Two months later I have completely given up hope of getting my money back.

Here's a screenshot of the order:
http://img40.imageshack.us/img40/9949/21143202.png

After initially making the order I was given a bank account number in Australian BSB format, which is no use with a New Zealand online banking system. I phoned up to ask what to do. After speaking to two people over two calls with almost no understanding of English for around 80 minutes, I was finally put through to someone who spoke (mostly) fluent English. We sorted out the payment and I was told the package would arrive soon. After a week I received an email from "Elizabeth Anthony", a sales representative who asked me for a screenshot of the online payment I had made. I complied and also complained about the time I had spent trying to solve this problem and the week it had taken before anyone noticed it. I received a reply explaining that they were out of stock of the mouses that go with the mouse and keyboard combo I had bought, but that they would include a mouse worth $169.80(NZ) with the keyboard for no additional cost and that the package would arrive within 7-10 working days. I was satisfied with this.

13 working days later I received a package containing the mouse I had been offered but no keyboard. After waiting another 2 days, I emailed again explaining the situation. On the 23rd of March after a couple of apologetic emails, almost two weeks after my last email I got a call from Elizabeth who tried to convince me that I had never ordered a mouse and keyboard combo, and that I had only ever ordered the mouse which she had sent me.

I explained that there must have been some mistake, and told her the whole story from the beginning. The next day I was called again and told that the plan was to take back the mouse that I was sent and that I could then pay some extra money to meet the real price of the keyboard and mouse combo which they had apparently mis-labelled on the website and then they would send my original order. I told Elizabeth that they could come and collect the mouse if they wanted, but after that I just wanted my money back. After being put on hold for a couple of minutes while she consulted a supervisor, she offered to take the mouse back and give me my original order for no additional cost. I said OK. I received an email explaining that someone would contact me about picking up the mouse. Nothing happened.

That last email was two weeks ago. I decided to give up the chase, buy another keyboard and just be happy with the mouse, which seemed fairly cool (never had a wireless mouse before). I wasn't even going to write this review until I looked the mouse up online. The actual RRP was $142(NZ) (not the claimed $170) until a few months ago when every business that had them in stock started trying to get them out the door as quickly as possible when it became apparent that they were very cheaply manufactured. (they're selling for $38(NZ) on amazon at the time of this writing) And sure enough, within 2 days my mouse's recharge feature stopped working.

Here's the amazon link for the mouse:
http://www.amazon.com/Microsoft-Mobile-Memory-Mouse-8000/dp/B000TG8STU

Overall damage: $105.75 and a hell of a lot more than that in time lost.

NEVER order anything at all from Dell Australia."

"Today I truly am fed up with Dell. I have been waiting nearly a month for a laptop to be delivered. The original, ordered on 9 March, was damaged by FedEx and never delivered. Dell did not notify me of this, but I did find out by tracking the order on the FedEx site. Dell did not tell me what to do next. They just issued a refund on my charge card, which I found out by seeing my bill. I called overseas again to see what could be done, and after nearly two hours my order was placed again and paid for with my charge card. They said they would send it overnight since I had trouble with the first order. I checked daily on the second order confirmation sent to me to see what the status was. Nothing --day after day. No charge to my charge card account either. Finally, I called them again, and after being transferred to seven different people and disconnected once, I was told I'd have to reorder again. Bull crap! I somewhat regret it now, but I reordered the thing mostly because my daughter has been anxiously awaiting it. I wonder how long I'll have to wait this time. Enough is enough. How can a company continue to exist that operates this way? I am done with Dell."

"No comment......................................"

"First there was a mix up about the shipping method I picked when I ordered on-line. When I used a web form to try to get someone to fix it, the order information they had e-mailed me was apparently not the same information the person needed to look up my order. When I called to get it fixed, the guy said he was up grading me to next day air for no extra cost-great! Except, my computer was shipped that same day by slow ground service. So, at least it came yesterday. It works, but MANY applications cannot run the first time without going on-line. So, I need to wait for my IT guy to setup the firewall before I do much with it.
I noticed one of the CDs that came with the computer is cracked. I called to ask for a replacement CD and the phone call took 31 minutes and 25 seconds. The first person I spoke to was EXTREMELY difficult to understand and when I asked him to speak s-l-o-w-l-y and c-l-e-a-r-l-y it did not seem to change how he spoke at all. He just repeated himself. He transferred me to another department where the guy was easier to understand. He still had quite an accent. I gave him the P/N codes on the disk itself and on the envelope the disk was in (which were different), and he kept me on the phone while he did a research project to find out what to ship me. I fail to understand why there are two different part numbers and why a part number is not sufficient clear information to immediately send out the right thing. Wasting half an hour of my time for this is ridiculous. I am a business customer who bought a business computer. If Dell wants to save money by out sourcing their phone support they need to realize that every extra minute of time it takes is a cost for me."

"Dont ever buy a dell laptop its a piece of crap they will work good for the first couple weeks and boom they are sh_t and when you call customer service cant understand giber people even not from our country lol learn some english"

"After looking at all the top laptop models, my son chose the Dell XPS Studio 16 model. Having had some issues with Dell in the past (mostly heat related), I was leery of this choice, but the price and features were just better than the competition.

This laptop is his high school graduation present and something my son was really excited about. It was supposed to be delivered on March 23. On March 18 we received email saying it would be delayed to March 30 - though no explanation was given. While disappointed, my son bought my explanation of "just in time" inventory control and Dell's production model and agreed to continue to wait patiently.

At 1:30 am today I got an email saying that the laptop was delayed to April 6 - again with absolutely no explanation. Worse yet, it informed me that I had 24 hours to contact Dell or the order would be cancelled.

First, what if I wouldn't have seen this email in time and simply had no recourse at that point but to have my order cancelled? I dread telling my son tonight that his present is delayed again, and I now what confidence should I have in them meeting this new date?

Second, why didn't they notify me sooner and give me more time than 24 hours to respond - was it news to somebody in the fulfillment process that the order wasn't going to be available?? And could you at least give me some reason why so I could be more understanding of the problem?

Third, I went online and the same computer is still available for the sale price, even though they obviously can't fill the orders they already have for it. Their advertised prices keep you from going to the competition. And once you order something, Dell knows you are most likely going to wait for it. Is this really their corporate strategy for "success"?

The price and features they offered ARE great, but if I am so mad when I finally get their product then what have they accomplished? There are very thin profit margins here and a computer manufacturer really needs to count on repeat business. Not gonna happen from me. If anyone has Dell stock, I suggest you sell it now."

"I ordered a camera bag from Dell because it was cheaper than any other source. After waiting a month, I received an email saying it was delayed and gave me a new delivery date in about a week. Two weeks later, I got a email saying it would be another week. This went on until the estimated delivery date was in April. What really burned me was the fact that I could not cancel it. The Dell web site just said I could return it (I pay postage) when it finally arrived."

"OMFG...Dell is horrible!!!! Every time I jump on a Dell deal I swear I will never do it again!! I am done...never again no matter what the deal is. I am finally launching my boycott.

I ordered a monitor from them and got an order an order confirm immediately. Then a week later nothing is showing up in my account or when I go to the order status page via the email confirm. But they debited Paypal that day I ordered.

The first call I go through three people who can find nothing then while transferring me to the fourth, I get hung up on. Then I use the click to call option again and it calls me then hangs up on me again!

The third time I call I go through the first guy who this time finds the order and apologizes because it was stuck in the system or something like that. But he can't do anything for me but transfer me to another guy who can't find the flipping order!!! He tells me I need a order number but my confirm does not have one, only a purchase ID. He tells me I need an order number while I tell him DELL DID NOT GIVE ME ONE. I offered three times to forward my confirm to him and he refuses. Then he says he's in sales and can't help me and transfers me again!

So the third guy on my third time calling finds the order luckily. But he tells me there is an issue with my payment and that's why my order did not through all the way. I told him I used Paypal and see the charge in my flipping account right now. He says he can not help with that and he has to transfer me to finance!!!!!!

I told him forget it. I am done with Dell FOREVER. This is the 4th time I have had issue with them and will never do business with them again. Now I am disputing my Paypal account. I saw the same issue with payment.
I went to the Better Business Bureau with this one. I filed a complaint and received a call from BBB about two days later. They said they can not force a resolve, but rather try to act as an intermediary. They forwarded the complaint on to Dell that day. Two weeks later I have still yet to hear from Dell. Although I expect nothing out of this I encourage everyone to do it. The more negative interactions we report through here and the BBB, the more we can get them to change.

Other stories include a Christmas present, Laptop, I order in early November never coming despite telling me it was "on the way" every time I called. One person said they had overnighted it to me. I gave up in February and bought an HP. Another includes them shipping some monitors to me and INTERCEPTING THE DELIVERY THE DAY IT WAS SUPPOSED TO BE AT MY HOUSE.

Never buy from Dell...ever. HP has a way better product and way better customer service!!

UPDATE on 4/12/10

LIES LIES LIES....the guy called me and left a message. I called back and left a message for him but never got a call after that. Here was the resolve from Dell

On April 12, 2010, the business provided the following information:
Dear Better Business Bureau,

I am writing on behalf of Dell Inc in response to the complaint of Mr. XXXXX. Thank you for making us aware of his concerns.

After reading Mr. XXXXX complaint, the following is what I have determined to be the issues.

• Mr. XXXXX placed an order on Dell’s web site for a third party monitor and keyboard and the order did not process.
• Mr. XXXXX expressed dissatisfaction regarding service and support when he reported the problem and would like the order replaced for $150.00.

We regret that we were unable to process the order request described by Mr. XXXXX . As is messaged throughout Dell’s site, offers are subject to change. The bundle described in his complaint has changed and the current price is $279.99. I was unable to contact Mr. XXXXX by telephone to discuss this matter directly. If there was a promotional price for the bundle at the time Mr. XXXXX placed the order, the promotion has ended. Dell will not be offering to place the order for $150.00 as Mr. XXXXX requests.

If you have any questions or concerns regarding these issues, please contact me directly at ****@**** or by telephone at 1-***-***-****, Extension 724-8570. I will be happy to assist you.

Sincerely,

Mark L. Smith
Executive Services
Dell Inc.
"

"I placed this order on Feb 24 for a home theather computer. Today, after 3 weeks, my order was cancelled, no further explanation. I called customer service and they told me that there was an issue with my credit card. I know that's not true, I use that CC every day, and they cannot re-issue the order with another CC because it's been more than a week, so they won't honor the price. I went to slickdeals, where I found that deal, and in the comments section there was a lot people with cancelled orders too. "

"!!!!ATTENTION!!!!! AVOID BUYING FROM DELL AT ALL COSTS! I REPEAT AT ALL COSTS!

The reason? I purchased a desktop computer from them a couple of years ago. In the process of moving I lost the power cord to the computer. So I did the most reasonable thing and went to the nearest computer part store to buy a standard computer power cord right? WRONG! Turns out that Dell manufactures different power cords specifically designed only for their computers, that way in case you lose it, you have to buy it from them for close to $50 (yes, $50 for a 6' black rubber power cord). I call up, order it, get the part number, but then did some shopping and found someone selling it on ebay for a much more reasonable $12. When I want to cancel the order literally 10 minutes later, I call the same department, speak to a real person, but once they find out I'm cancelling an order instead of placing one, they transfer me to the right "department" and put me on hold for 45 MINUTES! Then guess who picks up? THE SAME PERSON 45 MINUTES LATER! So after wasting 45 minutes of my time first, he's then able to cancel my order.

I AM NEVER DOING BUSINESS WITH DELL AGAIN AND HOPE YOU DON'T EITHER."

"I bought a camcorder, Cannon Vixia HF200 on dell's website on 02/13 for $385. Every other retailer was selling for $500 and Dell had it on it's website for $385. I thought it's a real deal and bought it. I got an email next day saying my order is delayed and would be shipped on 03/04 instead of 02/18. I thought I would wait. Dell's website kept showing the same order status until 03/04. I called Dell's customer service on 4th and found that my order was canceled due to a "pricing error". I bought a 1 year service plan for $49.99. That was shipped but not the camcorder! I asked the plan to be canceled the customer service canceled and returned the money I paid for the plan. Customer service associate was very helpful and followed up after cancellation whether I received my money. I was never charged for anything. But it was a disappointment waiting for 20 days thinking that I bought a camcorder and finding that it was canceled due to a "pricing error".
The next time I see a deal on dell.com, I would not buy it. I can not be sure if that is really a low price or a pricing mistake. I don't want to become a scalp of their mistakes. I have seen companies stand on their word and sell the product even if it is pricing mistake...but Dell is horrible. "

"I purchased a brand new Dell Inspiron 1750 laptop on January 16, 2010 from a local Wal-Mart store. On February 26, 2010, 1 month and 10 days later, the operating system froze while I was surfing the web.

When I restarted it, the boot disk could no longer locate the hard drive. I called customer service, and after diagnostics they arranged for the system to be delivered to them via FedEx for servicing. I sent the system off on March 2, 2010.

Today, March 10, 2010, I received 5 parts - 4 screws and a new internal hard drive. I called customer service; they told me that I would receive my laptop by March 11, 2010.

However, it wasn't just the hard drive that went bad (I thought it was a virus). The customer service rep told me that the technicians had to replace the motherboard on the system.

Just FYI for anyone wanting to purchase a Dell system.

After reading previous complaints as well as an article about the likely closing of one of their plants...they need to get it together.

And I agree that there is a lack of customer service comprehension of English with the Indian reps. They showed a very low level of concern."

"Ordered a computer December 30/09. Fast forward to March 7, 2010 they still haven't shipped their advertised special with some lame excuse that their supplies are exhausted. Pretty rich coming as large a company as Dell! Obviously Dell is too big for their own good. They don't give a s*** about the little guy. Try to call them and they bounce you around various departments between here and India none of which are able or willing to help. And yet my peripherals under separate order number arrived on time a few days later. Won't take a chance next time."

"My experience with Dell has been horrible - and I haven't even received my computer yet! Buyers beware! Expect your order to be cancelled and receive no notification. Expect that when calling Customer Service, you'll be transferred to about three different people whom ask you the same questions then transfer you on to a new agent. Expect to not hear a word they say due to heavy back ground noise. Expect to be cut off while explaining your situation. Expect to spend a lot of time waiting on hold and finally when actually speaking with someone expect a rude agent who will maybe explain the issue and practically hang up on you so they can move on to their next poor customer. Do they get paid by the number of calls they process? What's the deal Dell? I regret going through with this purchase already. I truly hope the computer I receive is in tip top shape."