Dell cancelled my order and have charge me twice.

I ordered a machine from Dell (employee purchase program) on the 15th April. They were having a special offer on their basic range of machines. I also bought another machine on the 28th April, a meatier machine for my design work.

The machine ordered on the 28th April, turned up about a week later. Great. The order status on the earlier machine was still in production.

Delivery date was changed 3 times, until eventually it was to be delivered this coming Thursday (4th June), a little under two months later.

On Sunday afternoon, I received a phone call from a Dell representative telling me that they had problems taking the money from my account. As this was a 2 months later, I had received a new debit card, which I duly gave them the details too.

That evening, I checked on the order status of my machine. �This order has been cancelled�. WHAT ?!!

I contacted customer service, via email, via phone asking why my order had been cancelled. This is the reponse I received :

Thank you for contacting Dell Customer Service.

As per the records there are 2 orders on your name :

1 ) 23988760 for XPS 630 which was delivered to you on 06.05.09.

2) 23927812 for INSPIRON 546MTwhich is cancelled.

I am sorry that you are charged on the cancelled order 23927812. I have requested for the complete refund on this order.

A Credit refund for[ £243.05 ] is processed today under the reference no 04025277136. You can expect the amount to reflect in your account in 5 to 7 workings days.

I replied that I did not cancel the machine and that I still needed it. They replied :

Please accept my apologies for the difficulties encountered due to this issue.

We are sorry that we couldn�t process your order due to internal processing error and I apologize if you were not notified of this order cancellation.

Kindly note that this order has been cancelled due to an internal error and not because your card number is changed.

As we have already taken the amount from your account, we have arranged for the same to be refunded under the reference number, DPS# ********.

However, the best option would be to call our sales department on 0844 907 5818 or 0844 444 5128 or place a new order online on www.dell.co.uk

I phoned up Sales to enquire about my cancelled order and that it should not have been cancelled. They said they wasnt anything they could do about this, so I would have to re-order, I told them to look at the same specs as my cancelled machine and then they quoted me an amount which is £40 more than I had originally paid for it. So, they cancel my order after 2 months and then tell me I have to pay more for the same model. Ridiculous.

This has become a joke now. If you were thinking about buying a Dell machine, I would seriously think about using a company that actually knows what it�s doing, that might consider telling you that it�s cancelled your order and doesnt expect more money from you for their mistake.

Update on the 11th June 2009.

After much complaining to numerous email addresses and phoning, I was eventually told that the original order would be re-ordered with the same specs and the same price. This was done on the 1st June 2009.

It was meant to be delivered today.

I checked the order status online. Yep, delivery date estimated to be on or before 11the June. Item is still in production. Huh ?

I phoned customer services in India and was told that �due to the immense popularity of the machine, the item is still being produced�. Sounded like a standard response to any query on the delivery date. So.. now no new delivery date, item *still* in production. Dell. You *really* need to sort out your service. This is terrible.

Also, just noticed they have taken the money for the machine *twice* and given no refund for the intial cancelled order. Sigh. Contacted my bank and they have no record of a refund in process.

If you are suffering similar problems, then you can write a letter of complaint :

Michael Dell

Dell Computer Inc.

One Dell Way

Round Rock TX 78682

http://www.jamiedurrant.com