About the Confirmation Call

Question

I ordered a laptop on 11 Nov, (Order Number: Removed) and dell sent me email about the verification call.

I called immediately and it was busy for a long time. Then I had to leave the voice message. On the afternoon, I was told that the order is shipped.

But two days later, I received an email that the order is cancelled because I missed the call.

But actually I DO NOT! I was waiting for the car dealer's call these days and I closed the silent mode, there is no way to miss any call.

So now, what should I do? Waste my whole morning continuing calling the verification team or just wait their never-exist call?

It is so annoying that make such verification call system but DO NOT tell you the time for their call.

Robert P (retired) · Answer

Hi peixi,

Thanks for posting. You shouldn't post your Order Number in a public forum as some unscrupulous persons may utilize that information to obtain your personal information.

I used the order number you posted and was able to find that the order has shipped, and will be delivered today.

Thanks for your purchase, and hope you enjoy your new computer!

peixi · Answer

Then, let me talk about what is following-up, I called from 7:50 to 8:20, then someone in the verification team answer the phone. I think the number from the email of the verification team is not correct. She told me it is 866-383-4713, but there is a specific number just for the verification team, it is 800-571-3355. It will save a lot of time for not being transferred to another line.

Then after verification, I was transferred to the customer support, and the staff told me that they will do the reshipment (as a replacement order) after 8 business days, and I also got the email which in detailed information about the reshipment.

At last, well, I think dell should add more position in the verification team or do some improvement in the phone-verification system. It is really annoying for doing the phone-calling at 8:00. It is not only about the money(Even though an alienware computer may not pay the wage for an addition position), but it will get more customers. (The negative news online for the verification team is too much, if you search 'verification team dell' or 'verification team cancel order dell' in google).

Anyway, everyone, have a good day.

peixi · Answer

Thank you so much for reminding me about the order number.:)

As for the shipment, I'm not quite sure if you can see the details in my order. There is the tracking number of FedEx inside, and not it do delivery to the MOUNT JULIET, TN, but it is your company warehouse. If you can paste the tracking number into the FedEx system, you can see a line

Shipper requested shipment to be returned - Unable to deliver shipment - Returning to shipper

And I think it is the reason why I talked to so many customer support staffs but less people get to know what I'm talking about.

Anyway, thank you all the same.

Robert P (retired) · Answer

Okay, glad you were able to get this resolved.

Customer Care

About the Confirmation Call

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