Worst Ordering Experiance Ever

On 10-19-12 I place my order online with dell, the delivery date was set at 11-6-12. The charges showed up as pending on my credit card for the next 8 days then i received a call from dell saying that my order had been cancelled and that they had reordered my PC with a new delivery date of 11-8-12.

I called dell and spent the next 3 hours on the phone being transfered around and hung up. This went on from 4pm until 7pm at which time they closed for the night. The next day I tried back to find out why my original order had been canceled. As near as I could tell (and please understand that I figured this out on my own from many conversations with people that I could not understand nor could they understand me) that the credit card authorization that dell had done on my first order had expired by the time it came for my 2nd order to be shipped. Therefore when they tried to run the card the original charge had expired. Dell informed me that I needed to contact my credit card company and have them release the charge so that they could run it again. I called my bank and they laughed at me and explain that dell was still holding the charge and that only they could release it. I called dell back and after another several hours on the phone I finally got a dell rep to understand that they bank needed them to release the charge. We started a conference call with myself, dell and my bank, when my bank asked for dells merchant ID the dell rep hung up on us. I called back again and after another hour we got my bank and dell on the phone together. Dell got their own merchant ID wrong 4 times before they finally got the right info to my bank so they could release the pending charge.

I tried to explain to dell that I had taking 11-6-12 off from work so that I could be there when the delivery arrived. I explained that because I work in a hospital that getting time off on short notice is diffecult and ask if they could please try to get my order to me on 11-6-12. They said that someone would contact me to resolve the issue. This was the email I received the next day

Dear Customer,

Thank you for contacting Dell Customer Care. This is with reference to case # XXXXXXXXXX

We tried to reach you at at (XXX) XXX-XXXX. We would like to make sure this issue is resolved to your satisfaction. Please reply to this e-mail with an alternate contact number and the best time to reach you.

I apologize for the inconvenience caused to you.

The new order # XXXXXXXXXX is in production and is estimated to be delivered on 11/13/2012.We will try sending the order as soon as possible.

You can call us at 1800 624 9897 ext 4542571.

Awaiting your response.

Respectfully,

Manu Singh
Manager Dell customer care

What  is going on at dell?

This would have been my 5th dell and if they order ever does process, it will probably be my last. I have never had these kind of problems ordering. I understand that it is cheaper for you to out source your call center to india but how many people are you turning off from ever buying a dell again with that desision?

At this point I really dont know what to do