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12527
November 10th, 2015 10:00
'Processing Order' going on three days here...
I understand these order can sometimes take a few days just to get through, but I've had issues with Dell not running my card right or something, kicking it back, emailing me saying the order would be cancelled in 24 hours if not resolved, etc, etc... I've had some pretty terrible customer service over the phone so far, but yesterday I was able to get through to a rep who claimed the card went through just fine after another attempt. He said I would get a confirmation, and I have not. That was over 24 hours ago. I have no idea if my order is on the right track or not, and every attempt since then to get some clarification from customer service has ended in being kicked off the line after long waits (about 45 minutes)... All I wanted was a confirmation that everything was back on track, since nothing seems to be happening over a day later.
To be honest, this ***, and if I'd known I'd have this much trouble getting through customer service, I never would have placed an order with Dell. Heaven forbid I ever need tech support...
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robert p
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9.4K Posts
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November 12th, 2015 09:00
Hi Velocirosie,
Thanks for posting on the Forum.
Apologies for the delay in placing your order. I would be happy to look into this for you, please send me a private message and include your information. Thanks.
Regards,
Robert
kycolonel99
3 Posts
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November 12th, 2015 18:00
Velocirosie I am in the same situation. I placed an order for 3 computers on Nov. 8th, was suppose to have been delivered in 2 business days and it's still in the processing stage. Contacted order support...which is a complete joke. First time I tried I finally hung up after about an hour of waiting, the 2nd time they finally answered after 45 minutes. I could not understand this foreign person at all plus there was a lot of background talking going on. I told her I could not hear her and who were all those people. She told me they were all on the phone taking orders. Just like the movie, Outsourced, a bunch of people all in one small makeshift outbuilding in some backwoods foreign country with phones taking orders. She finally told me that they never got approval from Dell Business Credit and was still waiting for the go ahead. Long story short....finally after about 2 hours, everything was suppose to have been settled with DBC and they told me I would be getting an email within a few minutes letting me know the status of my order. It's been 7 hours and still no word from Dell. I think maybe I'll just have UPS not unload the computer and send them back to Dell unopened.
Velocirosie
2 Posts
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November 12th, 2015 19:00
Two days too late, Robert, thanks anyway... I guess....
Kycolonel99, I wish you the best of luck. Sounds exactly like my issues, but for me, they kept insisting it was my bank's fault. I'd called my bank, double, triple checked that everything was fine. I spent at least 45 minutes on hold every time I attempted to call Dell. One time I got a guy to answer me and it sounded like there was a party going on in the background. People shouting and laughing loudly (yeah, sure, other calls? right...). I was nearly speechless as I was listening to it all. As I struggled to understand the rep, he read me the same script I had gotten two days before. "Oh it's your bank stopping the charge" and then magically a minute later "It went through fine this time, wait for a confirmation email" and he proceeded to rattle off the get-this-customer-off-the-phone-now script. Keep in mind, on monday I'd been told 'everything's fine' in the exact same way. So it was fixed on monday and suddenly the bank has it on hold again...? Oh but THIS TIME he fixed it, FOR REALS. However, this time I was not about to be shoved aside so quickly. I interrupted him before he could hang up on me, demanded he explain how this could possibly be true, asked for his name (which, apparently, was "Romeo, uh, Mike" lol... Okay Romeo Mike... All the while there's loud laughing and shouting in the background. Kid you not, sounded like a party. At any rate, after I started getting combative and asked for a name, I hung up. And MAGICALLY 2 seconds later my 'blocked by the bank' credit charge went through and I made it to pre-production. No word on when I'll move to actual production, it's been there for about 24 hours now. I wish I had some advice for getting resolution. These call center reps are more than a little checked out, it's disgusting that Dell can get away with calling this customer service.
I will be filing a pretty bad review over your 'customer service' on the ***, Dell. :) If my order wasn't FINALLY going through, I'd be filing a complaint to cancel my order, instead. Absolutely pathetic service.
edit: LOL, it censored the abbreviation for 'Better Business Bureau' .....such foul language I'm using...