UK, Bought two laptops - one is missing. Awful customer service.

Question

I called Dell a couple of days ago and explained that I wanted to buy two identical laptops, and I wanted each one sent to a different address. No problem, she said. After a tortuous phone call, during which I had to get her to repeat what she said several times due to her heavy Indian accent, she emailed me two booking reference numbers. Later I received an email with a Dell Order Confirmation number related to ONE of the booking reference numbers. The next morning I was awoken at 07.55am by a phone call from Dell saying there was a problem with the card. She said she would call me back after looking into it. I realised what the problem might have been and called back at 08.30 to discover that customer services opened at 09.00am, even though someone had called me at 07.55am. Later, I wondered why there was no Dell Order Confirmation number generated from the other booking reference, and called Dell to find out what was happening. After several frustrating phone calls I managed to get an Order Confirmation Number, and it was explained to me that my order was in pre-production, whereas the other one was already in production. I tried searching for my order using the number he gave me but it just generated an error message. I tried to contact Dell using the Order Support contact forms, but it keeps telling me that the order number was invalid. Because all the contact forms require an order number I am unable to contact Dell about my order. I would just like to know where my laptop is. As I write this my brother let me know his laptop has arrived (complete with a manual written entirely in German, which is no use whatsoever).

Miltonguy · Answer

I just got off the phone to Dell. Apparently my order is with the Order Verification team - even though the billing and payment details are exactly the same as my other order. Why is this happening?

DELL-Chris M · Answer

Miltonguy,

Our apologies for the order issues. This is a USA based Forum and all of us Liaisons are in the USA. We cannot see non-USA order, customer, or service tag numbers. You need to contact Customer Service in your country and escalate this to their management team.

Email

Unresolved Issues Form

Miltonguy · Answer

I can't use that form because it says my order number is invalid, even though I've been given it by two different customer service reps on the phone despite not receiving an order confirmation email. ALL of the customer support forms I'm required to fill in regarding my order REQUIRE the order number - which DOES NOT WORK, meaning I CANNOT use the forms.

UK customer support (if it can be called that, seeing as all the calls are routed to India) is absolutely terrible. They don't call me back or reply to my emails. One rep told me the delay was because the order was with the Order Verification team, but another rep told me the delay was because of a missing part. How come one laptop has already been delivered, and yet I get all this trouble over the other IDENTICAL laptop which was ordered at the SAME TIME? It seems nobody at Dell can tell me where my laptop is. Can you please just give me a direct phone number to someone who can tell me what's going on?

DELL-Chris M · Answer

0844-444-4712 is the only number I have for UK.

Customer Care

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