I'll have 2 No 17's please....
in [Dell]
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From: Ken Tukyfriedturkey on 20 Apr 2010 01:41 Me ol pa went to order a new Inspiron 17. His first web order failed due to his Visa card being rejected so he completed another order which was accepted. 15 minutes later he received an email confirmation for 2 x Inspiron 17's. Oh dear he then had to phone India and could not get the chap to understand his problem........... I told him to accept one and reject the other when they were delivered.
From: Christopher Muto on 20 Apr 2010 14:51 Daddy wrote: > Christopher Muto wrote: >> Daddy wrote: >>> Ken Tukyfriedturkey wrote: >>>> Me ol pa went to order a new Inspiron 17. >>>> >>>> His first web order failed due to his Visa card being rejected so he >>>> completed another order which was accepted. >>>> >>>> 15 minutes later he received an email confirmation for 2 x Inspiron >>>> 17's. >>>> >>>> Oh dear he then had to phone India and could not get the chap to >>>> understand his problem........... >>>> >>>> I told him to accept one and reject the other when they were delivered. >>>> >>> Dell advises not to reject a delivery...that actually makes things >>> more complicated. Instead, Dell advises to accept the delivery, and >>> then to contact Dell Customer Support. >>> >>> When calling Customer Support be sure to have complete details at hand. >>> >>> Daddy >> >> i suspect that dell's suggestion to accept delivery (which is what >> they suggest in the return policy on their web site) does more to >> protect dell than it does to protect the consumer. dell has a history >> of telling customers that they are unable to cancel an order that is >> already 'in production and this is absurd. i have shipped packages >> with ups and fedex and have been able to recall them while in transit >> and even redirect them to a new address while in transit so why can't >> they? i suspect it is just easier for them to set a policy that >> says they can not do it to simplify their procedures. it is not >> something that is pro-customer, not in the customer's best interest. >> they say that if you refuse a package it will take longer for you to >> get your money back, but if you charged it on a credit card i would >> simply call the credit card company and dispute the charge for the >> duplicate computer so that you will not be billed for it until the >> dispute is resolved. one accepted dell could charge you a restocking >> fee for the return as well as the round trip shipping charges - though >> they may waive these potential fees if they acknowledge that the >> duplicate order was indeed their error. i would not call dell about >> it, i would use their online chat so that you can document any >> conversation you have with them, and do it proactively, before >> delivery attempts are made. >> also, if you watch your 'my orders' page on dell.com you can see when >> each item is shipped, along with its specific shipper's tracking >> number which will allow you to accept the one you want and refuse the >> one that you don't want (as i suspect you ended up with slightly >> differently configured or priced machines when you ordered at >> different times). >> good luck. > > Once again, Christopher, your insight is unparalleled. > > If you don't accept the delivery, the carrier will try again, and maybe > again, until it finally schedules your package for return. Then the > package will be returned and will eventually show up at Dell and > eventually be recorded in Dell's system, where it will eventually get > processed. How long do you suppose it will take before you finally get > to explain your side of the story to Dell? > > You can expect a longer wait and more red tape if, in addition to not > accepting the delivery, you setup a dispute with your credit card > company. Now you have to deal with the credit card company's procedures > and timetable. More delays. > > On the other hand, if you accept the package, Dell gets notified more or > less at the speed of light, so when you call Dell to explain what > happened, they have all your information at hand, and can make > arrangements with you on the spot. If it's Dell's error, you won't be > charged to return the box. > > Like every other retailer, Dell has the right to inspect returns and > charge a re-stocking fee. However, it's very unlikely that you will be > charged for restocking when the details of your arrangement with Dell > are recorded in their system (and your system too, if you chat with Dell > and receive e-mail confirmation of your arrangement), and the receiving > department can see that your box was unopened. > > As with most gigantic bureaucracies, you get farther, faster with Dell > when you do things their way, no matter how ridiculous it seems. Trying > instead to do things 'your way' only adds complication and delay. > > Daddy it appears that we disagree. if you never receive delivery of an item then you are not subject to the return policies of the vendor, and that gurantees there will be no restocking fee or shipping fees. if you watch your order status the tracking number will appear as soon as it ships. at that point simply call the shipper and tell them that you are refusing delivery. they will need the tracking number and destination address to do this. or if it is already out for delivery then put a note on your door stating that you refuse delivery and they won't attempt delivery again. if it is an item that does not require signature for delivery (not a pc or laptop) and it is left but still unopened you can still call up ups and tell them that you are refusing delivery and they will come and collect the package and return it to the sender (probably true for fedex too but haven't had to do it with them). though dell has had restocking fees stated in their return policies for some time now they historically had been quite forgiving of these fees; but that is not the case anymore. and it is very frustrating to have to invest more of your time in discussing the restocking fees with customer service people that are somewhat difficult to communicate with on the phone or online chat and who and not motivated to make returns any easier for the customer. if the charge was on a credit card then the buyer has no need to worry, simply call and dispute the charge. but if the buyer paid with a check or ach transfer or with dell credit then the buyer is in for a lot of work to get their money back. i trust the op can decide what they think is the best thing to do now that they know the basic options.
From: Daddy on 20 Apr 2010 09:41 Ken Tukyfriedturkey wrote: > Me ol pa went to order a new Inspiron 17. > > His first web order failed due to his Visa card being rejected so he > completed another order which was accepted. > > 15 minutes later he received an email confirmation for 2 x Inspiron 17's. > > Oh dear he then had to phone India and could not get the chap to understand > his problem........... > > I told him to accept one and reject the other when they were delivered. > > Dell advises not to reject a delivery...that actually makes things more complicated. Instead, Dell advises to accept the delivery, and then to contact Dell Customer Support. When calling Customer Support be sure to have complete details at hand. Daddy
From: powrwrap on 20 Apr 2010 09:50 On Apr 20, 12:41 am, "Ken Tukyfriedturkey" <YesIt...(a)btinternet.com> wrote: > Me ol pa went to order a new Inspiron 17. > > His first web order failed due to his Visa card being rejected so he > completed another order which was accepted. > > 15 minutes later he received an email confirmation for 2 x Inspiron 17's. How is it configured? It will be in the outlet store in about 3 weeks.
From: Christopher Muto on 20 Apr 2010 10:38
Daddy wrote: > Ken Tukyfriedturkey wrote: >> Me ol pa went to order a new Inspiron 17. >> >> His first web order failed due to his Visa card being rejected so he >> completed another order which was accepted. >> >> 15 minutes later he received an email confirmation for 2 x Inspiron 17's. >> >> Oh dear he then had to phone India and could not get the chap to >> understand his problem........... >> >> I told him to accept one and reject the other when they were delivered. >> > Dell advises not to reject a delivery...that actually makes things more > complicated. Instead, Dell advises to accept the delivery, and then to > contact Dell Customer Support. > > When calling Customer Support be sure to have complete details at hand. > > Daddy i suspect that dell's suggestion to accept delivery (which is what they suggest in the return policy on their web site) does more to protect dell than it does to protect the consumer. dell has a history of telling customers that they are unable to cancel an order that is already 'in production and this is absurd. i have shipped packages with ups and fedex and have been able to recall them while in transit and even redirect them to a new address while in transit so why can't they? i suspect it is just easier for them to set a policy that says they can not do it to simplify their procedures. it is not something that is pro-customer, not in the customer's best interest. they say that if you refuse a package it will take longer for you to get your money back, but if you charged it on a credit card i would simply call the credit card company and dispute the charge for the duplicate computer so that you will not be billed for it until the dispute is resolved. one accepted dell could charge you a restocking fee for the return as well as the round trip shipping charges - though they may waive these potential fees if they acknowledge that the duplicate order was indeed their error. i would not call dell about it, i would use their online chat so that you can document any conversation you have with them, and do it proactively, before delivery attempts are made. also, if you watch your 'my orders' page on dell.com you can see when each item is shipped, along with its specific shipper's tracking number which will allow you to accept the one you want and refuse the one that you don't want (as i suspect you ended up with slightly differently configured or priced machines when you ordered at different times). good luck. |