Dell Dell lied to cover up their mistake . Internet
Ill keep it as simple as possible with the facts first
Dell issued a coupon code for a TV deal.
Dell accepted my coupon code
Dell sent me a confirmation of my order
Dell withdrew money from my account.
Dell recieved the payment from my bank electronically.
The next day Dell cancelled my order
Dell did not inform me, or give reason for cancel.
I spent 2.5hrs being transferred around to finally be told that I was in DE status which means my credit card was declined.
I did pay by debit card.
My card was NOT declined, and Bank of America agreed to provide this in writing for me.
My Bank of America acct was debited, and Dell recieved my money before the order was cancelled. BOA will write to this effect.
I will now wait 72 business hours before my money is available again at BOA ( right before christmas mind you )
Below is a letter from me to Dell after receiving a canned response after hours on the phone.
From: Todd xxxxxxx
Sent: Sat 12/20/08 3:02 PM
To: firstname.lastname@example.org; email@example.com; firstname.lastname@example.org;
This is a bigger issue than a coupon code mistake made by dell. And speaking to you proved that. You stated ( on a recorded conversation ) that my order was cancelled because of a DE which you explained to me was a decline of my payment method. I spoke to Bank of America this morning, and I had 1080.87 available at the time of purchase. All of the billing and shipping info matched the CC used. I did not go over my daily limit, and NO my card was not declined as your representatives falsely put on the cancellation. Putting DE on my order is an attempt to cover yourselves for your mistakes. Thats inappropriate, and unethical as it is a bold faced lie. I can understand a mistake, but not owning up to it is a huge deal. I have been assured there was no decline. The money was taken from my account completely and electronically sent to dell, before my order was cancelled. So besides the fact of not honoring a pricing mistake that DELL made, Dell has also now lied to me, and falsely presented my account with a decline that never happened. All in an effort to cover up DELLS mistake, not mine.
As stated below in an email from US_CSD the reasons for 'cancelling an order', does not state ANYTHING about cancelling an order based on pricing errors. Instead it says payment method problems. And Dell has chosen to falesly accuse my of a declined card, so that it can fall within this statement rather than the truth.
. About orders canceled by Dell
We may occasionally have to cancel an order for one of the following reasons:
- Changes made to an order: If you change your order, the original order is canceled and a new order and order number is assigned to your purchase. To find recent order numbers, sign in to My Account at http://membership.dell.com/dellpo...ignin.aspx
- Lead-time has been extended: If it takes longer than expected to build your computer, we have to get your approval for the delay. If we can't get your approval within the required timeline, we're legally required to cancel the order.
- Payment method problems: If your order is canceled because of problems with your payment method, contact your financial institution to find out why they didn't authorize the purchase.
If your order has been canceled and you want to replace the order, talk to a Dell agent at one of the numbers listed in Section 1.
Thank you for choosing Dell.
I spent 2.5hrs of my day today being transferred from one person to another today. Each of which assuring me that the next person would resolve this. Two of which purposely hung up on me. Tyler (Your salesman ) who actually laughed at me and refused to provide me with a badge ID because he didnt believe I needed it. So Ive lost 2.5hrs of my valuable time, and because of Bank policies I have to wait a full 72 hrs ( DAYS BEFORE XMAS, Mind you ) to have my $106.75 returned to my available balance.
Dell TOOK my coupon code.
Dell accepted and CONFIRMED my order.
Dell took, and RECEIVED my $106.75.
Dell cancelled my order without ANY notification, or reason.
Dell FALSELY put de on my order in order to make this cancellation fall under your 'rules for cancelling'
Dell has done nothing to compensate for their mistake.
I have personally bought two PC systems from you this year. My employer ( School Districts of IL ) have purchased over 8000 units from you this year alone. And I am Dell Certified Systems Expert. And all I get is the run around from Dell managers with false information. I want this taken to corporate, and my bank has agreed to be on a conference call, or provide written documentation to the fact that my card was NOT declined.
MCP, MCTS, DCSE
palos hills, IllinoisU.S.A.
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