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Ordering Nightmare!!
I wanted to change my order that I made several hours ago and boy did I get a runaround. I was disconnected about 4 times from these Indian accent folks - sent to "phone number not valid" sent to "due to a network problem we must disconnect this call" and sat on hold for 30 minutes no help.
I had two issues
#1 - I realized I wanted to go to a full 2 ghz Centrino
#2 - I forgot to use my $200 off coupon code
I had already used a 20% off one time use coupon.
I got very lucky and searched the net for another 20% off coupon code and just placed a second order for a second laptop and will cancel the first laptop tomorrow.
Realizing that the best thing to do is to order properly the first time, what in the world is the proper procedure for changing an order?
Oh and checking on the status of my order was a god awful nightmare. I kept getting thrown out of enterprise into small business and then I can't find any orders or customer numbers associated with this email address etc.
Dell needs to rethink through this ordering process, not many people are as patient or has a high enough credit limit to deal with this mess!
I had two issues
#1 - I realized I wanted to go to a full 2 ghz Centrino
#2 - I forgot to use my $200 off coupon code
I had already used a 20% off one time use coupon.
I got very lucky and searched the net for another 20% off coupon code and just placed a second order for a second laptop and will cancel the first laptop tomorrow.
Realizing that the best thing to do is to order properly the first time, what in the world is the proper procedure for changing an order?
Oh and checking on the status of my order was a god awful nightmare. I kept getting thrown out of enterprise into small business and then I can't find any orders or customer numbers associated with this email address etc.
Dell needs to rethink through this ordering process, not many people are as patient or has a high enough credit limit to deal with this mess!
- Oh, I got it to work. Instead of trying to change order #1, I searched on google, got a second coupon, and ordered a second laptop.
This must be more time consuming for Dell than just changing an order. It's definitely more expensive than frustrating customers who will give up all together and not recommend Dell to others via word of mouth!
JFriedman86
54 Posts
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Posted December 7th, 2004 23:00
I doubt you'll be able to use both coupons in conjunction with one another, it's sort of the "take whichever is better, but not both" approach.
Call customer service, usually they are good, ole' native English speaking folk who actually know how the company works. At least, that's what happened with me. I had to cancel an install fee, called up customer service and asked them to politely remove it, said "no problem" and I was refunded the charge on my next credit card billing.
When I orginally ordered said product (video card upgrade) however, I asked if install fee was included, the representative said "No, but I will charge you twice, for two separate things." I found out in the email it was for an install fee. I do honestly wonder if, had I went through another vendor for a laptop, I would be getting this sort of hassle.
But yeah, to console you, there is a run around associated with Dell, from what I've experienced at least.
Message Edited by JFriedman86 on 12-07-2004 07:55 PM