Thantmyo
1 Copper

Order Cancel and Reorder postponed

Hi Mr Dell and Dell Customer Relationship Management

I ordered a 24" monitor on 3/27 and the order has been cancelled without notification. Since I am not receiving any further notifications, I called customer service to question the order. I used my Dell Financing account and Dell Promotional gift card with expiry 3/29 for this order. As expiry date is close I called as soon as possible for the order status and reordering. But after many days of calling and waiting many hours on the phone, all I got from Customer service was inconsistent statements and outright lies such as order has been processed, reorder has been made providing wrong order id, trying to confused themselves with another order which was placed on different dates, worse of all taking so much of my time and energy finally been treated with no respect. It is not about $80 in gift card that I am trying to use before expiry it is about how a customer being not respected. Your customer service reps doesn't even seem to understand and respect customers' rights by having people waited for hours on the phone for their outright fraudulent act of charges without processing any order while giving fake order id and buying time to let the gift card expired. This type of Customer service representative are definitely unqualified, unprofessional and promote negative image of your good brand. I love dell products and trust the company ability to make good products but doubting now on its ability to keep its customers. I still believe your company can fix such a negative image that your customer service representatives created. If Dell can't handle such a fundamental customer relationship problems I doubt that how Dell can be competitive in such a new world technology competing against new and unknown competitors of the future. 

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Moderator
Moderator

RE: Order Cancel and Reorder postponed

Hi Thantmyo,

Thank you for posting  your comments on the Dell Community Forum Customer Care Board. I sincerely regret we were unable to fulfill your order as placed and you were not notified of the cancellation.

Usually, a system or product will ship on or before its estimated shipping date. Occasionally, however, vendor-related issues may delay the manufacture and subsequent shipment of an order. Please understand that in such situations, the order cannot be completed until the necessary parts are available. If we are unable to fulfill an order as configured, we MUST cancel the order and place a new order with the correct parts configuration.

I was especially concerned to read that a Dell representative provided you with anything less than the most courteous and professional service.  Clearly, any degree of rudeness on the part of our representatives is completely unacceptable.  If you would like to replace the order, please contact our Sales Specialists for assistance at 1-800-289-3355 Monday to Sunday from 8am to 9pm CST. You can also contact our Sales Specialists by doing a Live Chat.  Live Chat is available Monday to Sunday from 8am to 11pm CST; Or email them at CSS_Chat_car@dell.com.

If you are still in need of assistance, please reply to my email and provide the requested information so I may access your account records.

Thanks,
Lorna


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