Dell Screwed up my order

[ihsn]

Couple of days back I placed an order on dell.ca, the price listed then was $499 and the order was accepted. However in the confirmation email I got, the price listed was wrong ($600) and the total was $0.00. :eek:

Now I believed it was just a mistake initially but the acknowledgement email also had the same thing. Curious, I checked my CC and the price I was charged was $600 + tax.

What should I do?

http://i44.tinypic.com/2u5ui61.png

[bylo]

What should I do?
Call Dell. Tell them that their site said $499, not $600 and ask them to credit your CC for $101 plus taxes. If they won't do that then request that they cancel your order and credit your CC the $600 plus taxes.

[champlinD]

Contact Dell as soon as possible. Yes and Good luck. If you get Indian call center you are in trouble.

[ihsn]

Call Dell. Tell them that their site said $499, not $600 and ask them to credit your CC for $101 plus taxes. If they won't do that then request that they cancel your order and credit your CC the $600 plus taxes.
Problem is the order was shipped out already.

Contact Dell as soon as possible. Yes and Good luck. If you get Indian call center you are in trouble.
I did. :cry:

They're trying to bully me into keeping the order, saying:
1. The best they can do is give me $20 discount. :!:
2. If I want to return it, then a 15% restocking fee will apply. (which amounts to $90+) :-0

Help?

[inferno_gn]

Hi there,

Well, did you have still the original confirmation e-mail (with the original price quoted 499$) that you have agreed? If so, you can also dispute it with your credit card.

Ju Leon...

[freebie]

Do NOT take this lying down. Sure the first overseas rep is gonna quote you some stupid policy because that's all he's authorized to do. Make sure you continue to dispute the charges and the error that was made on their end.

One trick you can try is to call and choose the option for service in French. The operators afaik are based in Canada and/or US, but they also speak English and may be more helpful than an overseas CSR. If you have any additional info, such as screenshots or emails, tell them you have this proof to back up your case.

Best of luck... Dell's customer service can be a real pain if you're caught in something like this.

[bylo]

Well, did you have still the original confirmation e-mail (with the original price quoted 499$) that you have agreed?
OP: "the confirmation email I got, the price listed was wrong ($600)"

That's the problem, his word against the $600 confirmation. All he can do now, if Dell won't honour the web price, is return for refund.

Morals of story:
1. Always make a screen print of the order before you press the final order button
2. Always check the confirmation to ensure it agrees
3. Always bring discrepancies to the attention of the seller ASAP.

[ihsn]

Hi there,

Well, did you have still the original confirmation e-mail (with the original price quoted 499$) that you have agreed? If so, you can also dispute it with your credit card.

Ju Leon...
The original confirmation (first email) said $600 with a total of $0.00, so I thought it was a mistake on their end. Then the acknowledgement (second email) had the same thing, price of $600 and a total of $0.00.

I dont have a screen cap of the order page.

Do NOT take this lying down. Sure the first overseas rep is gonna quote you some stupid policy because that's all he's authorized to do. Make sure you continue to dispute the charges and the error that was made on their end.

One trick you can try is to call and choose the option for service in French. The operators afaik are based in Canada and/or US, but they also speak English and may be more helpful than an overseas CSR. If you have any additional info, such as screenshots or emails, tell them you have this proof to back up your case.

Best of luck... Dell's customer service can be a real pain if you're caught in something like this.

OP: "the confirmation email I got, the price listed was wrong ($600)"

That's the problem, his word against the $600 confirmation. All he can do now, if Dell won't honour the web price, is return for refund.

Morals of story:
1. Always make a screen print of the order before you press the final order button
2. Always check the confirmation to ensure it agrees
3. Always bring discrepancies to the attention of the seller ASAP.
I have already started the process for return/refund but I'm not sure its going to be easy. Which is why I'm seeking advice here ..

Can I take this to small claims court? I have the emails which in my opinion are a more concrete proof over screen caps which can be doctored ..

[hagbard]

Here's what I do. Whenever I order online, I do take a screen capture of the stated price, and I check the receipt over thoroughly. To do otherwise is to invite getting screwed over (I've learned from experience). All the same, escalate it until you get a satisfactory outcome.

[Red_Army]

lol this guy probably thought he was getting it for free, thats why hes not saying anything until now

[hagbard]

lol this guy probably thought he was getting it for free, thats why hes not saying anything until now

One might thing Dell was playing tricks too.

[bylo]

Can I take this to small claims court?Sure. But it will cost more in application fees, driving to the courthouse to file them, your time in filling them out, etc. than the $101 you're out.
I have the emails which in my opinion are a more concrete proof over screen caps which can be doctored ..If that's truly the case, i.e. the evidence in those e-mails is solid, then you should take this up with Dell management.

[number8888]

I think chances are you can still get a full refund without restocking fees, unless the policy stating the contrary is listed somewhere. But even then you should use be able to argue for a full refund because your emails has errors.

Try calling in the day time so that you get a local CSR instead of an overseas one. The overseas CSR follows a script and are not flexible at all. You should have better luck.

[ihsn]

lol this guy probably thought he was getting it for free, thats why hes not saying anything until now
:rolleyes:

Real funny. Like I said earlier, I thought the whole "reciept" emails were screwed (subtotal & total) until I saw the charge on my CC. I never thought I would be getting it for free.

Sure. But it will cost more in application fees, driving to the courthouse to file them, your time in filling them out, etc. than the $101 you're out.
If that's truly the case, i.e. the evidence in those e-mails is solid, then you should take this up with Dell management.
I think chances are you can still get a full refund without restocking fees, unless the policy stating the contrary is listed somewhere. But even then you should use be able to argue for a full refund because your emails has errors.

Try calling in the day time so that you get a local CSR instead of an overseas one. The overseas CSR follows a script and are not flexible at all. You should have better luck.
I'll try and do that, thanks.

[shannn]

Ahhh, it's too bad you didn't do a print screen on the original price.

That happened to me once when I ordered a camera. I bought it at $119.99, but then it said I was charged $199.99. I called in, talked to an Indian CSR from their call centre in India (who was very helpful btw), and I just had to email them the printscreen page and he adjusted the price manually (I didn't do this originally, but luckily I didn't close the browser and I clicked back and I was still able to get the original price screen)

I hate buying from Dell online becuase you can't just cancel the order online :mad: Just remember to printscreen next time for all your Dell orders

[CRAZYBUBBA]

When the package comes do not sign for it.

contact your CC company.

[ihsn]

When the package comes do not sign for it.

contact your CC company.
Problem is that the package was dropped in my mailbox. :|

[b0ne]

So what was the item? maybe someone else ordered it and can help.

I see 2 Sony 10.2 MP Cameras for $600, is that it? Odd price to begin with.

[bylo]

Problem is that the package was dropped in my mailbox. :|Take it back to a post office and "refuse" to accept it. Get a receipt from the clerk if possible just in case.

BTW I always have to sign for merchandise that comes from Dell, even low valued items like a package of four Eneloop batteries. Check your package for the type of delivery service. If that's supposed to require a signature then you may be faced with an ethical problem ;)

[ihsn]

So what was the item? maybe someone else ordered it and can help.

I see 2 Sony 10.2 MP Cameras for $600, is that it? Odd price to begin with.
It is a HTIB. Are you suggesting my order got mixed up (with some one elses') instead of screwed up? :-0

Take it back to a post office and "refuse" to accept it. Get a receipt from the clerk if possible just in case.

BTW I always have to sign for merchandise that comes from Dell, even low valued items like a package of four Eneloop batteries. Check your package for the type of delivery service. If that's supposed to require a signature then you may be faced with an ethical problem ;)
I can double check the package when I get home.

[b0ne]

It is a HTIB. Are you suggesting my order got mixed up (with some one elses') instead of screwed up? :-0



No, I was just trying to extract the exact item you ordered so that I could see what it was listed as now and see if anyone else may have ordered the same item.

Yamaha Canada
5.1-channel Digital Home Theatre System

http://accessories.dell.com/sna/products/Home_Theater_In_a_Box/productdetail.aspx?c=ca&l=en&cs=cadhs1&sku=A2479782

Is it that one? I see $499 now.

[WolfDV]

just refuse delivery, and call and ask for a refund.

trust me, even though they always threaten restocking fees, they very rarely actually charge you with them.

i have returned many things to deal, this would be the easiest way to get your full amount back, this should work fine

next time, always take a screen print of the sale webpage as proof the advertised price

dell is not the only online retailer that has had issues, it happens all the time.

if the return isnt going well, then get your cc company involved.

[ihsn]

The return process is now in place, thanks for everybody's input. It was easier for them to just credit back the $100 but anyways ..

[Happy13178]

One more option, if you're still having trouble. You can email Michael@dell.com, a senior "escalation" rep should contact you. They MAY help...I haven;'t had luck with them in the past, but they can sometimes help when regular reps don't.

[Neil]

Do NOT take this lying down. Sure the first overseas rep is gonna quote you some stupid policy because that's all he's authorized to do. Make sure you continue to dispute the charges and the error that was made on their end.

One trick you can try is to call and choose the option for service in French. The operators afaik are based in Canada and/or US, but they also speak English and may be more helpful than an overseas CSR. If you have any additional info, such as screenshots or emails, tell them you have this proof to back up your case.

Best of luck... Dell's customer service can be a real pain if you're caught in something like this.

Ouch, get ready for a fight. Dell is terrible in these kind of situations. I've been through this hell with Dell and it's very difficult to get them to keep their word once they dig in their heels like that. In my experience, their overseas reps are dishonest as well, so even when they tell you they sent your refund, it could well be a lie.

The only way I was ever able to resolve it was through the Quebec reps as described above by freebie. It took a lot of work and follow up though.

[Neil]

The return process is now in place, thanks for everybody's input. It was easier for them to just credit back the $100 but anyways ..

Was this promised to you by the overseas reps? If so, I doubt the refund is actually taking place. They will tell you it is just to make you go away for a few weeks. Until the money is in your hands, don't believe it.

[ihsn]

Was this promised to you by the overseas reps? If so, I doubt the refund is actually taking place. They will tell you it is just to make you go away for a few weeks. Until the money is in your hands, don't believe it.
Yes it was an overseas rep. But I got the RMA number from Dell via email, they will refund me once they recieve it back.

I will follow it through, thanks for the advice.

[Sniper001]

I learned from experience that Dell is a waste of time.
Overseas rep promised me he would credit back $200 to my CC - I've been waiting 3 months, constant calls, never got my money back (after they charged me $200 extra). Now he doesn't work at Dell anymore and there is no proof he promised me that he would give $200.

[ihsn]

I learned from experience that Dell is a waste of time.
Overseas rep promised me he would credit back $200 to my CC - I've been waiting 3 months, constant calls, never got my money back (after they charged me $200 extra). Now he doesn't work at Dell anymore and there is no proof he promised me that he would give $200.
Whenever something like this takes place where some one promises you, just take a reference number for that call. Call back again and verify if that was noted on your file (reference number) and if not then ask for the credit again.

Dont let time pass by. I believe Dell's rep do this stalling trick just so you pass the 30 day period and such, never heard about not crediting back some one.

And if nothing works, just speak to the management and see if that helps. Best of luck.