Hi,

here I am to report again problems with the purchase of Dell laptops (specifically an XPS13), in Europe. And to ask for some help.

My girlfriend wanted to purchase a new laptop, and I recommended an XPS13. She lives in Germany, but will move to France from September 19. On August 31 she order an XPS13 (using my credit card). We got an email from Dell saying that the delivery address was did not match the one of the credit card. I sorted this out with American Express. Then, a few days went by and nothing happened. Then she called, and was told that it is impossible to use a credit card registered to another person to buy a laptop, and that the order was never executed (nobody thought of notifying her of this).

At this point two weeks had gone by; it was presumably too late to place an order in Germany: the laptop would likely arrive after she left. Now we place an order on the French website (in order to have the laptop delivered in France), where one can only get a french (AZERTY) keyboard. We are told on the phone to place the order, and modify it afterwards asking for an international (or German) keyboard.

The order is placed, and we get an "internet receipt number" (that looks like "FR0135-3029-xxxxx"). But to modify the order we need to send a form which requires a customer number and order number (which we do not have (yet), as the order has not been processed.

We do not have any way to say in writing that we wanted a different keyboard from the very beginning, and we risk being stuck with a laptop with the wrong keyboard. Any help to resolve this situation would be greatly appreciated (eg the contact of anyone in Dell Europe that can actually do something about this).

I should add the it's the third time that I buy from Dell Europe (first an XPS13 in 2013, then a Precision 5510 a few months back, now the new XPS13 for my girlfirend), and every time I had problems. It is unbelievable that purchasing a computer should take 3 week and many emails and phone calls. This really undermines the great work that Barton and his team (as well as many engineers at Dell, I am sure) do.