Dear Dell customer care,

I have never been a Dell customer before but I have been quietly following the Dell xps 13 2 in 1 laptop for a while to use for my future studies. Having read the reviews and thanks to the July sales in Australia, I decided to jump the gun and buy the product.

Dell Australia website is all about building the Dell product as you go along, so I thought, if you go and select the product I will have the option to customise the product. I ended up purchasing the product but then I thought, did I purchase the black or the white one? I had a sinking feeling that I purchased the wrong product on the site. 

I tried to change the order on the website without much luck, I sent an email to customer care, requesting that they change the colour for me and went to sleep.

The next day around 11am I get a call from Dell saying that I will have to cancel my order and purchase the product again.

Further more a sales person will call me to cancel the order and start again.

I wrote a few emails to customer care describing the issues I experienced on the website and the poor experience in general. They advised someone will get in touch soon.

This morning I got an email saying someone will call me to discuss the issue with me at 5pm est. No one called, I wrote another email advising that no one called.

I got another call at 6pm, he said if I had 10 minutes. I advised that I didn't have the time because I have to rush off somewhere and said to him that I will be free at 8pm. No one called at 8pm, I wrote another email advising customer care that no one called.

At 8.45pm, I got a call saying basically the same thing. The person asked what issues I experienced, I tried to explain the problems and frustrations I had with the whole process. His advice was there was nothing wrong with the website, it was basically my fault that I wasn't able to select the right colour and I have to cancel my order and start again.

By this stage, I was like enough! I don't I want to purchase this laptop anymore. I advised him that I want a full refund and wrote another email to customer care team and advised them that I want a refund.

Very disappointed with Dell. The customer experience is easily the worst I have ever encountered in my life. I figured that if it takes nearly 4 days to change the colour of my laptop then post purchase experience could even be worse