alaskanjackal
1 Copper

Order canceled, Laptop, US

I ordered a Dell Precision Mobile Workstation 7510 on the morning of 5/31.

I received an email with a subject of "Dell Order Has Been Received for Dell Purchase ID: xxx", which promised an order confirmation email to follow shortly.

On 6/1, I still had not received the order confirmation email, so I first chatted with Dell order support and then called Dell order support and provided them with the Purchase ID. Both indicated the order had been canceled, but the phone agent offered to transfer me to the credit card support department.

After waiting on hold for 35 minutes, the agent said that the charge had not been approved but he would resubmit it. I confirmed the last 4 digits of the credit card and he said "the charge has been approved" and that I should receive an order confirmation email within the next 2-3 hours.

As of 6/2 (today), I still had not received the order confirmation email, so I called the credit card support department again, and the agent said that the same Purchase ID number I had given yesterday was not even in the system and that it had probably been canceled. I asked her why that would happen when her own colleague said that the charge had gone through, but she was unable to answer, and ultimately hung up on me. I called back to try again and the second agent tried my Purchase ID number twice and said she was unable to locate any order and promptly hung up on me again.

As you can imagine, I'm pretty frustrated here, especially as this is not a cheap machine. I'd have hoped Dell would make it easier to hand over two and a half grand to them, but I guess we're all just low-end Inspiron customers to them, deserving of incompetent off-shore support.

If someone from Dell can reach out to me and offer assistance to get this order processed and approved, I would be very much appreciative.

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Moderator
Moderator

RE: Order canceled, Laptop, US

Hi alaskanjackal, 

Thanks for posting your comments on the Dell Community Forum Customer Care Board, and bringing your experience to our attention. Please accept my apology for any frustration or disappointment this order cancellation may have caused. 

The verification process is protection against potential identity theft. It is important to the order process that if the call from the verification department is missed, to return the call without delay. If the call is not returned, and the issue is not addressed, the account is placed on hold, and the order will be cancelled or captured and re-directed back to Dell. 

A verification hold cannot be bypassed. You must speak with them, address the issue and then place a new order if needed. Please contact our Verification Department at 1-866-383-4713 between 8:00 AM to 10:00 PM CST, Monday through Friday, and 8:00 AM to 5:00 PM CST on Saturday. 

Generating a new order will not solve the verification issue. After you have resolved the reason for the order cancellation, and 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.  

I trust this information is helpful. 

Thanks,
Lorna


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