To whom it may concern,

On September 3rd, I received an email from Dell notifying me that my order had been confirmed.
Customer Number: 
Dell Purchase ID: 

On Thursday, September 11th, I checked that status of my order and the record could not be found on the Dell website. As a result, I called Dell Customer Support to discuss the status my order. The customer representative informed me that my order had been cancelled by Dell. I did not cancel this order and it has previously been confirmed with a promised ship date. At which point I asked to speak to the representative's Supervisor. The Supervisor explained to me that the item I purchased was now out of stock and would not be replenished by Dell. I expressed my dissatisfaction with this as I was promised my Bose IE2 headphone by September 22nd, which had been confirmed by Dell. The Supervisor told me that Dell would provide me with a model of Bose headphones but that I needed to speak to a Sales representative. The Supervisor transferred me to Sales and after a brief discussion the sales representative hung up on me when I asked for his employee number. I believe this was intentional as I was he was researching my order and appeared frustrated that this was not a good use of his time.

As this point, I used online chat to discuss with a Customer Service representative so the conversation would be recorded. After speaking to several people online, a customer service representative told me that the department that could help me was closed but that they would call me on September 12th and gave his extension and that if I did not get a call, I could call him directly. On September 12th, I did not receive a call from the sales department. Therefore I called the representative on his extension several times and received no answer. I also left him several voicemails and received no call back.

Today, I called customer service and spoke to Sarat (212141) who said customer service could not help me and needed to transfer me to sales. He transftered me to Jose (108711) who was not with sales but with repairs/replacements. Jose then transferred me to Salman (253919) who agreed that I had been mistreated and that Dell should fulfill its obligation to provide me Bose in-ear headphone for the agreed upon price but he need to confirm with this manager. At this point, he transferred me to his manager, Amit . Amit told me that he could give me a $25 discount on another order, which is not the equivalent price discount that was on my original order after I told him this, he hung up on me.

I am very disappointed with Dell and the customer service team. When I order goods from an online retailer and receive a confirmation of that order, I have always received the goods as promised. Dell has not lived up to its obligation and I will not purchase from Dell again in the future or recommend them to others.

In the past I have ordered several Dell computers (2) and monitors (3). I will not buy from Dell ever again because of this experience.

Regards,

John F Porter