Dell canceled by Cyber Monday Deal after sending confirmation e-mail and refuses to offer another competitive price.

Mr. Dell,

I'm beyond disappointed and frustrated with your company and your customer service. I bought a laptop on Cyber Monday, but there was a minor issue with your billing department which has escalated beyond any miserable customer service stories I've ever heard. I've been hung up on 5 separate times, transferred in circles, and your representative have refused to fulfill my order. I have been a huge fan of Dell up until now. At this point, I've filed a complaint with the Better Business Bureau and since I'm a man of equal opportunity, I believe you should understand my complaint as well.

There was an issue with your credit card processing department because the shipping and billing addresses didn't match. I was told to wait a day and then call back. Your representative assured me I would still get my order with the Cyber Monday discount. I offered to simply cancel the order and re-purchase, but was told that was unnecessary, and was guaranteed both that the order would be fulfilled and that I would receive it at the same Cyber Monday sale price.

Unfortunately, when I called back the next day as I was told to, your representatives answered the phone with a "hello?" before hanging up on me five times in a row. I tried to escalate my complaint, but was told managers were unavailable, repeatedly transferred, and hung up on, many times before I could even explain my situation.

I finally got in touch with someone who got my order number and said "I'll fix it" before hanging up once again. I then received an email saying my laptop would arrive today (Dec 5th).

Now I have an email from the Dell Better Business Bureau representative saying there are missing parts and the computer can't ship. Additionally, the representative can give me no ETA, or confirmation that the part will ever come in. His solution is that I should re-order a different product online, and they'll provide a 10% discount - which isn't even close to what I was saving on Cyber Monday - while the product I ordered is still available for purchase online. I am left with an unspecified wait time with no certainty of ever receiving my order, as the part or product may be discontinued and my order cancelled with no other options. I am left with days of my time spent on the phone, Facebook, and email with your company, and with your current solution, I’m looking at losing months of my time in wait for a product I may never receive, not to mention the hundreds of dollars lost in savings. All of this despite an order confirmation email saying my purchase was processed and would arrive Dec 5th. I expected more from a company leading the industry for 30 years; I would hope you could give me an accurate ETA for my product confirmation and shipment, or even valid confirmation of my order’s existence, especially after I spent thousands of dollars on it!

I am beyond frustrated with your customer service, but I need this laptop and I am in disbelief that your company's incompetency is costing me $900 of my hard-saved money, time, and reputation - I had planned to make this a gift for my brother, but now I’m left having to explain the situation to him as well. I understand that it’s the holidays and your company is busy, but this is unbelievable, especially because if your company had just told me to cancel and re-order another product on Cyber Monday when the issue first happened, I wouldn’t be in this predicament in the first place. I trusted you, and you have let me down astronomically.

As of this post Dell has called and said they canceled the order and all they can do is to make another purchase at full price.