• Report: #456107

Complaint Review: Dell Canada

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  • Submitted: Thu, May 28, 2009
  • Updated: Wed, June 17, 2009

  • Reported By:Toronto Ontario
Dell Canada
dell.ca North York, Ontario Canada

Dell Computer, Dell Canada Dell applied unauthorized charges, refuses to issue full refund, horrid customer service North York Ontario

*Consumer Comment: Dunno

*Author of original report: Re: 2 card cycles

*Consumer Comment: 2 card cycles

*Author of original report: REFUND POSTED FINALLY... ALMOST 2 MONTHS OF DELL B.S.

*Author of original report: UN-FREAKING-BELIEAVABLE!!!

*Author of original report: Dell customer care have no idea about the latest refund amount

*Consumer Comment: Either way

*Consumer Comment: Either way

*Consumer Comment: Either way

*Consumer Comment: Either way

*Author of original report: Re: shipping

*Consumer Comment: I think I might have figured it out

*Author of original report: Dell issues another incomplete partial refund, no communication, re: employee post

*UPDATE Employee: I'm just curious

*Author of original report: Yes, already called customer care

*UPDATE Employee: 15% Restocking Fee

*UPDATE Employee: 15% Restocking Fee

*Author of original report: Report correction

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- APRIL 24, 2009: I ordered a computer system which was listed on sale for $169.00 + tax ($206.87 total) and got a confirmation email after I placed an order.

- Later same day I get another confirmation email which lists another price and says my credit card will be charged $568.48.

- APRIL 26, 2009: I call Dell to find out what's going and told there is a "technical glitch" and they are working to solve it. I SPECIFICALLY INSTRUCT THE CUSTOMER SERVICE REP THAT I NEVER AUTHORIZED $568.48 (almost triple the listed price) TO BE CHARGED TO MY CREDIT CARD AND THAT I WOULD LIKE TO CANCEL THE ORDER IF THAT'S WHAT DELL INTENDS TO CHARGE ME. I am assured it won't happen and I will be given a call when the issue is resolved. I am also given a confirmation number 1037229486.

- APRIL 29, 2009: No calls from Dell. Instead I get an e-mail from someone named Patrick Boaler telling that the price for my order was "incorrect" and that "amount appearing on my credit card will be different from the order amount". NO ACTUAL CHARGED AMOUNT GIVEN TO ME AND NO OPTION TO CANCEL THE ORDER. After I email Patrick Boaler asking about amount and why I was not even asked about unauthorized charges, I am told that order already shipped, I cannot cancel the order and have to return it to get my money back.

- APRIL 30, 2009: I am calling Dell and asking to cancel shipment. Dell rep says they will be in contact with the shipping company to have the order returned and issue refund. Confirmation number 1037229486. The same day, an hour later or so, another Dell rep calls and says Dell will honour the original price (his name was Laxman) and issue partial refund. I ask him if he's aware of my communication with other Dell reps about returning the order, he says yes. So I agree to partial refund to bring the item to the original order price. Then I find out that Purolator shipped the order back to Dell after being contacted by customer service. So, I assume it gets returned regardless of what Laxman said and I am getting full refund.

- MAY 11, 2009: I get an e-mail from Raymond A. Ocampo telling me that Dell has processed the refund. I check my credit card statement and find two refunds on my credit card statement $361.61 + $126.87 = $509.80. I assume the first one was issued by Laxman to compensate for the unauthorized charges and then the second one was issued after the system was returned to Dell. However, the original (unauthorized!) amount charged by Dell was $568.48, so I am still missing $58.68 in my account.

- MAY 14, 2009: Sent a reply to Raymond A. Ocampo and got a reply telling me he's looking into the issue and will keep me posted.

- May 28, 2009: No reply from Raymond A. Ocampo or anyone else at Dell since May 14 (2 WEEKS NOW!!). Sent another email 3 days ago, ignored. Customer service gone fishing.

It's incredible that Dell has been dragging their feet at issuing a full refund for this long especially since it was THEIR error to begin with. It seems there's serious lack of communication between their various departments. Not to mention the fact that you have to jump through 3 or 4 people (each time waiting on hold) in order to speak to someone who can address the issue... Well or at least talk about addressing the issue. Still holding my fingers crossed for hearing from a live person at Dell who can actually get things done and give me back my money.

Alexander
Toronto, Ontario
Canada

This report was posted on Ripoff Report on 05/28/2009 09:35 AM and is a permanent record located here: http://www.ripoffreport.com/r/Dell-Canada/North-York-Ontario-M2H-3N5/Dell-Computer-Dell-Canada-Dell-applied-unauthorized-charges-refuses-to-issue-full-refund-456107. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
0Author 18Consumer 0Employee/Owner
Updates & Rebuttals

#1 Consumer Comment

Dunno

AUTHOR: Ashley - (U.S.A.)

last time I needed a refund on a card purchase I was told it could take 30-60 days to appear on my credit card.

The reason being is to prevent the consumer from trying to commit fraud against companies. I'm glad you got your money back from dell.
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#2 Author of original report

Re: 2 card cycles

AUTHOR: Alexander - (Canada)

Most credit card refunds are processed and posted within DAYS, not monthly cycles. Speaking from experience with Best Buy, Future Shop, Costco, countless other small shops. This process took so long simply because Dell's Financial Dept was dragging its feet, nothing else. Apparently, there are serious communication/organizational issues within this company.
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#3 Consumer Comment

2 card cycles

AUTHOR: Ashley - (U.S.A.)

Sounds about right. Most credit card refunds take 2 monthly cycles to process properly.
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#4 Author of original report

REFUND POSTED FINALLY... ALMOST 2 MONTHS OF DELL B.S.

AUTHOR: Alexander - (Canada)

Well, Dell finally managed to post the remaining amount to my credit card. Transaction date shows June 14th, 2009. Almost 2 months of runarounds. That's Dell's "customer service" for you, folks.
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#5 Author of original report

UN-FREAKING-BELIEAVABLE!!!

AUTHOR: Alexander - (Canada)

I got another email from Raymond A. Ocampo earlier today claiming full refund amount was issued. Attached were three credit memos... $126.87 + $361.61 + $8.01 = $496.49.... but amount that I was charged was $568.48!!!!

This is simply unbelievable. I was pretty patient until this point, but enough is enough. The customer service in this company is absolutely incompetent and can't even add it seems.

BBB and Canada Fraud Agency complaints first thing tomorrow morning and a call to my credit card provider to request chargeback. Jesus freaking Christ!!!
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#6 Author of original report

Dell customer care have no idea about the latest refund amount

AUTHOR: Alexander - (Canada)

So I called Dell customer care again this morning...

Guess what... "we are working on it" and "we are waiting for our financial dept to contact us"... AGAIN...

I asked to speak to someone from the financial dept, but apparently it's impossible because "financial dept is our internal dept". I then asked to speak to someone who can communicate to the financial dept, to which the answer was again "we're working with the financial dept to get this resolved"... not what I asked... but whatever... At this point I asked to be transferred to the manager.

Slightly better results with the manager. The lady told me that she escalated the request with the financial dept manager so that the FULL REFUND is issued. They were supposed to issue $80 and instead issued $8.01. She has no idea why. And (of course), they're still working on it.

At least she gave me some sort of timeframe ("Give me 2-3 business days to deal with this"), so we'll see what happens in 3 b.days.
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#7 Consumer Comment

Either way

AUTHOR: Ashley - (U.S.A.)

You will owe a restocking fee on the original price point. Shipping was free to you, but they charge you shipping out of the refund price to return it to them.

Just trying to help you figure out where the charges are coming from.
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#8 Consumer Comment

Either way

AUTHOR: Ashley - (U.S.A.)

You will owe a restocking fee on the original price point. Shipping was free to you, but they charge you shipping out of the refund price to return it to them.

Just trying to help you figure out where the charges are coming from.
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#9 Consumer Comment

Either way

AUTHOR: Ashley - (U.S.A.)

You will owe a restocking fee on the original price point. Shipping was free to you, but they charge you shipping out of the refund price to return it to them.

Just trying to help you figure out where the charges are coming from.
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#10 Consumer Comment

Either way

AUTHOR: Ashley - (U.S.A.)

You will owe a restocking fee on the original price point. Shipping was free to you, but they charge you shipping out of the refund price to return it to them.

Just trying to help you figure out where the charges are coming from.
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#11 Author of original report

Re: shipping

AUTHOR: Alexander - (Canada)

Shipping was free.

I don't see how they can charge me a restocking fee on the amount I never authorized to be charged. For all I know, they could charge me $10,000 and then keep the 15% "restocking fee" as a favor for letting me keep some of my money. Nice.
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#12 Consumer Comment

I think I might have figured it out

AUTHOR: Ashley - (U.S.A.)

I"m not sure how much your shipping was, but the 568.48 - tax, times 15% for the restocking fee comes out to real close to 72$ with just my rough numbers.

I am willing to bet they have charged you the restocking fee on the 568.48 instead of the restocking fee on the original price.

Don't forget to take that out of the equation. You will still end up paying them right around 25$ (25.35) for their restocking fee. They charge that to all cancelled orders.


So we are down to needing to explain $46.99 of your mystery fees. How much was shipping? They may still be charging you to have the item shipped both ways. Normally on a cancelled order they charge you to ship it back to them too. Was shipping like 23.50$?

If so, then 23.50 + 23.50 (Shipping charges both ways) + 25.35 restock fee = 72.34$ so we are real close to the number you are quoting. Ask them if your shipping charges were removed or if you were still charged, and ask them if they did charge you a restock fee.
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#13 Author of original report

Dell issues another incomplete partial refund, no communication, re: employee post

AUTHOR: Alexander - (Canada)

Just found another partial refund in the amount of $8.01 on my credit card statement (30 May 2009). Zero communication from Dell as to why this particular amount was issued when I was still owed $80.

To recap, I was charged $568.48 even though my checkout total was $206.87.

Three partial refunds issued so far: $361.61 (2 May 2009) + $126.87 (8 May 2009) + $8.01 (30 May 2009) = $496.49

Amount still owed to me = $568.48 - $496.49 = $71.99.

This is comical really. I have no idea where Dell comes up with these numbers and why there are 3 separate refunds. NO COMMUNICATION WHATSOEVER.

I will call customer care (again) tomorrow morning to try to sort this out one last time and then call my credit card provider to ask for a chargeback. This is getting ridiculous.

In reply to employee posting, I provided the confirmation numbers in my original posting. Here's also a case number referenced by Raymond A. Ocampo: SR#1037229486.
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#14 UPDATE Employee

I'm just curious

AUTHOR: Tellahliah - (U.S.A.)

Could you please give me the Service Request or Case number or any information you had given them I'm curious as to what the notes say, But to my knowledge they should be able to transfer to Financial (though I've never had to do it but I also no longer take calls)
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#15 Author of original report

Yes, already called customer care

AUTHOR: Alexander - (Canada)

In response to Dell Employee advice...

I already called and e-mailed customer care numerous times. Last response was "We are waiting for our Financial Dept to contact us"... the same thing I've been hearing for 3 weeks now. It appears that Dell's Financial Dept is located on Mars. Customer care is useless.
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#16 UPDATE Employee

15% Restocking Fee

AUTHOR: Tellahliah - (U.S.A.)

Simple math tell you that that 85.72 would be a 15% restocking fee, but as you had called in attempting to get the order canceled I do feel that you shouldn't of been charged that and my recommendation would be to contact customer care, give them one of the following a Case Number / Service Request / Customer Number / Possibly the confirmation number you posted here, then explain how you called in while the system was still in, In Production and was unable to get it canceled for some reason and hopefully you can get it refunded or if that fails attempt to dispute the charge with your credit card company.
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#17 UPDATE Employee

15% Restocking Fee

AUTHOR: Tellahliah - (U.S.A.)

Simple math tell you that that 85.72 would be a 15% restocking fee, but as you had called in attempting to get the order canceled I do feel that you shouldn't of been charged that and my recommendation would be to contact customer care, give them one of the following a Case Number / Service Request / Customer Number / Possibly the confirmation number you posted here, then explain how you called in while the system was still in, In Production and was unable to get it canceled for some reason and hopefully you can get it refunded or if that fails attempt to dispute the charge with your credit card company.
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#18 Author of original report

Report correction

AUTHOR: Alexander - (Canada)

A correction to my earlier report. I made an error calculating the amount that Dell still owes me. It is actually more - $80 (not $58.68).
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