[Resolved]  Dell Australia — Ordering Process

I wish I had read your advice sooner. I too have bought 2 laptops online on the 26th June 2011.. Alienware and Inspiron. When I checked the order status of the laptops 3 days later (30th June 2011) I noticed one had been cancelled. I emailed Dell and received a reply saying it was an error. I was then called by the finance department rep who said they couldn't verify who I was. He said no one answered my home phone and he had trouble calling my mobile which was the phone I was currently speaking to him on. He then ask why I wasn't listed in the phone book, I explained I had a silent number. He then ask me to verify my employment.. I told him I am a night shift worker. He then ask me to supply him with my work email and not the current Yahoo mail i had used during the online order process. I explained I was a blue collar worker and i didn't have the the luxury of a desk and email at my work. I offered him my work number and he said no one answered.. "Well i am a night shift worker" i told him. He then said because of the area I lived in he couldn't allow the delivery of the laptops because of fraudulent activity in my area in recent times implying I had a part of it. More like discrimination i feel. Remember I already paid for the laptops in full. He then ask me to pay for the items again using my personal bank account. I refused saying I already paid for the items. I didn't hear from him again.

I then called Dell later that afternoon on the number I received the call from earlier[protected] which saved in my mobiles received call log. I was then switched to 4 different departments and no one could tell me why 1 laptop had been cancelled and the other was being ship. Everyone was saying it was a payment issue and i explained that I already paid for the laptops. Later in the afternoon I decided to enter into Dell Chatroom where the person there wasn’t any help other than offering me another phone number to call.[protected]. Upon calling the number I spoke to women who told me the issue was I had to prove that the credit card that was used for the order was in fact mine. She emailed me asking for my credit card statement so she could pass it onto the finance department. I promptly sent it to her only to receive an email reply as follows;
Hi M***,

Yes , this is the payment proof that I meant.
No worries, I will forward this email to confirmation team.
For your information Mark ,
I already check with your order with my senior , as per she said it is not only the Inspiron has been cancelled,
It actually both of your order has been cancelled because there has some payment issue.
In addition, because this payment issue we cannot delivered already your order,
The only way from our end can do for you is once I get the response and confirmation from the team we will give the refund for your order

Thank you.

Warm regards,
[protected]-------
Absolutely disgusting service would never recommend dell to friends or family and the 20000 nationwide staff I work with. Hopefully they get their act together and before running a million dollar advertising campaign to order online make sure they streamline their ordering process.