
UNSOLVED
First customer service experience with Dell.com
Good morning,
Myself and two others from my work decided to order from Dell.com for the first time on January 4th 2017. We pooled together and purchased three of the "WD Blue PC SSD WDS250G1B0A - Solid state drive- 250 GB - internal - 2.5-inch - SATA 6Gb/s (3)," which were on sale. I created an account for the first time, as I felt like I could definitely see myself continuing to shop through the website.
An e-mail was received on January 4th 2017, at 9:22pm (PST) with the subject of:
"Dell Order Has Been Received for Dell Purchase ID: 2005704599262"
Then again on January 4th 2017, at 9:33pm, I received a second e-mail with the subject of:
"Dell Order Has Been Confirmed for Dell Purchase ID: 2005704599262"
The sale for the item mentioned above was active until a little after midnight from what I observed. I did not hear anything further until January 6th, 2017, when I received an automated, "NOREPLY" e-mail at 11:56am stating the following:
"
Dear Valued Customer,
We regret to inform you that your recent order for the WD Blue PC SSD WDS250G1B0A - Solid state drive - 250 GB - internal - 2.5-inch - SATA 6Gb/s has been cancelled due to a pricing error on our Website. We apologize for any inconvenience this may cause.
Your payment method will not be charged for the item. In the event you have already been charged for the item, a credit will be promptly issued. Any authorization hold on your credit card account will be released in accordance with your financial institution's holds policy. Please contact your financial institution for more information.
Please accept our deepest apologies for the inconvenience.
Regards,
Dell Customer Care"
This was very disheartening after hearing nothing back between those two dates. I appreciate the idea that this was an error, and no one would want to necessarily be out the difference. However, I also feel like the impression this gives off from Dell is less about the customer and more about their bottom line. I can't speak for the other two who pitched in for their SSD, but I was really looking forward to the product, and for future purchases. I am specifically looking to purchase a new monitor soon, and felt like this would be a great opportunity to do so.
Granted, this is "only" one instance of a mistake being made, but it is also my only experience with purchasing an item directly through Dell; it does leave a bad taste in my mouth and I have to consider all aspects of a purchase down the road.
Though I am sorry to hear there was an error made on Dell's part regarding the price in their sale, the price was posted throughout the evening of the 4th. If a business advertises a price, I feel like most establishments that truly appreciate and value their customers would find a way to make it right, instead of simply leaving it at an automated apology, A lot of people likely responded to it and began shopping on the website. I would not be surprised if there was an increase in purchases on other items throughout the warehouse. Yet, the one item that brought people in, in effect, didn't exist?
Respectfully,
Scott.
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