On March 5th, 2004 I decided I had been waiting around long enough to get a new computer. The predicament I kept running into though was that every time I tried customizing a computer on Dell’s website the price would jump up drastically. So I decided to call their phone support to help me with purchasing a computer.
I spoke with a polite sales representative Morgan Owens who informed me that if I ever needed to contact her again about the order I need to call 1-800-WWW-DELL, then press 1, then her number 70510. She informed that I could also contact her via e-mail at the following address: morgan_owens@dell.com I explained to her what I was trying to do and she informed me that Dell has some great deals going on and she can be the one to really help me out. So we went through the ordering process and I had a great computer picked out for only $2,400. After I hung up the phone with her I started to get ready for work as I was thinking about what I had just purchased. Then I started getting second thoughts about the computer. For some reason I just didn’t feel confident that the computer I had just purchased was the type of computer I was looking for.
So I decided to call back to cancel my order. I tried reaching Morgan, but her phone was busy so I had to wait to get another representative. Once I reached the new sales rep. I told her the situation and how I would like to cancel the order. So she walked me through the process of canceling this order, but she informed me the monitor had already been shipped. I told her that it was only 5 minutes since I had placed the order and she told me that they work real fast. This made me begin to laugh. This nice representative informed me that if I don’t want the monitor to just don’t accept it once it arrive to “return to sender” and once Dell received it back my money will be deposited into my account.
Less than a couple weeks later I had received a notification that I had a package. So I went to FedEx to tell them to return the product to the sender. FedEx assured me it would be sent back to Dell.
This is now April 24th, 2004 and I still do not have the money for this monitor back in my account. From this impression, Dell is telling me they are happy to take your money, but they don’t want to give it back. Yesterday I decided to call Dell back and try to figure out what’s going on. This new representative informed me she would have to submit some paperwork for me to get my money back and they still haven’t received the monitor. I’m getting the feeling that this monitor is sitting in Dell’s warehouse somewhere and they haven’t re-inventoried it or something, either way this is truly becoming unacceptable customer service.