I ordered a XPS 8500 and a 27" monitor on 12/18/12. The monitor was given a separate order number so I ended up with two orders. One for the XPS 8500 and one for the monitor. I made immediate payment for the complete order. Later that day 12/18 I checked my bank account and there was a debit for the monitor only. This was because of a daily limit I had placed on my bank account for security reasons. I went to the bank 12/18 and lifted the limit. This left the XPS 8500 order status on HOLD. No big deal I thought.

Early in the morning of 12/19/12 a Dell rep called my home phone, which by the way was NOT listed on the Dell account so I don't know how they got the home phone number. The person that answered simply said that I was not there and the rep hung-up. I received a call from home to let me know Dell had called. I checked the on-line status and it indicated that the monitor had been shipped and the XPS 8500 was on hold for verification. So, I called Dell at 4pm and talked to. We verified my order and he confirmed that the XPS verification was complete as was the order. I speak perfectly clear English but honestly, between the inability to understand the rep and Dells horrible phone system cutting in and out, the call was a nightmare. I checked my bank account and the debit for the XPS 8500 was there so I assumed all was good. Dell took the money and I was going to get my new computer. (See below after the CANCELLATION).

At 5pm I checked the on line status again. The monitor was shipped BUT the XPS 8500 was CANCELED. What? I checked my on-line bank account and wouldn't you know... the payment was canceled by Dell. So, I called. After a long hold time I spoke to a rep who informed me she had to transfer me to someone who could resolve the issue. So I was transferred. Again I waited on hold for over 10 minutes. The next rep verified who I was and took my order number and again said... I have to transfer you to the right rep. By now I'm starting to fume. So, I waited another 15 minutes and a rep cam on. She took all my info and said she could reinstate the order, Great! I thought. Then she asked for my home phone number ( I was on my cell with her). I gave it to her. She said I will call you at the home phone in 5 minutes. No call came. So, I called Dell back and went thought the same phone tag and holds all over again. Finally I got to talk to a rep. She obviously was inexperienced because she kept putting me on hold without that great hold music and after 5 holds of more than 5 minutes each she came back on. She took my info and said she could reinstate the order. Well, I waited on a silent hold for 12 minutes and then the phone hung-up. By now I'm quite.

I called Dell back only to get that friendly "Sorry we're closed" recording. She left me on hold and left for the day without getting back on the phone. I sent an email advising that if the problem is not resolved when I check the order status tomorrow during my lunch hour that I will be canceling the monitor too. All I have for spending over $2400 is the following:
1,) I've been treated with complete disrespect and every rep was extremely rude.
2.) A shipped monitor that I will not take delivery on.
3.) I've been lied to multiple times.
4.) I've been Hung-up on.
5.) Promised a callback that never came.
6.) Fraudulent access to my bank account when the rep knew he was going to cancel the order right after the call ...possibly out of revenge.

I should note... I have been in upper management in a call center here in the US since 2000. I manage the QA call review department for 5 business call centers across the US and 2600 representatives. I know good customer service inside and out and expect nothing less from those employees under my QA responsibility. I expect no less when I call another companies customer service department. Dell has sorely failed at giving even mediocre customer service and has lost me as a customer for life.