HackMeNot

I placed an online order last night for an Axim 300. This morning I decided I would rather go with the 400 so I called Dell and placed an order over the phone for the Axim 400 with sales rep LARRY RUNION.

Larry then transfers me to customer service to cancel the order I placed online for the Axim 300. While on hold, I decided I would stick with the Axim 300 and cancel the order I had just placed for the Axim 400. Fair enough. It was done.

I arrived home from work today to a rather unpleasant e-mail from LARRY RUNION.

Here is what he wrote me:

"Why put this order in and cancel it as soon as you get to custmer care and keep the 300Mhz. Didn't make since."

Now forgive me if I am wrong but I dont think I need a reason or have to answer to that question being that the item never went into production, was not shipped to me, or recieved by me. I am truly appalled that I would even be asked such a thing.

Add to that his poor spelling and lousy sentence structure.

Technology truly has screwed up happiness. Automated answering machines and customer service reps make me sick.

__________________
My personal digital assistant whispers to me in my sleep. She says "We don't need no steeeeeeenkin' cumpoootahs...".

HP 548, Sony T615, Sony NR70V, Toshiba E740, Handspring Treo 300, Dell Axim X5 400

HackMeNot

Hmm strange. It seems Dell charged me for the Axim 400 even though that order was cancelled a few minutes after I placed it.

__________________
My personal digital assistant whispers to me in my sleep. She says "We don't need no steeeeeeenkin' cumpoootahs...".

HP 548, Sony T615, Sony NR70V, Toshiba E740, Handspring Treo 300, Dell Axim X5 400

Mizar

Technology also allows us to flipflop repeatedly on our decisions, rather than sit down and think it over, and give harried customer-service reps fits.

I think Larry went easy on you.

;)

-Bill

HackMeNot

LOL. You may be right Mizar.

Actually it seems Larry went ahead on his own and placed a brand new order for an Axim 400 and charged my card for it without my consent. Rather than complicating matters any further, I have e-mailed Larry with instructions to CANCEL ALL ORDERS except for the 400 AXIM which I have already been charged for without my consent. Hopefully this works out well for both Larry and myself.

:)

__________________
My personal digital assistant whispers to me in my sleep. She says "We don't need no steeeeeeenkin' cumpoootahs...".

HP 548, Sony T615, Sony NR70V, Toshiba E740, Handspring Treo 300, Dell Axim X5 400

Mizar

I tried to put myself in Larry's shoes. He orders one, calls me to order something different and cancel the original order... it comes back that he cancelled the new order... wait a minute... Customer Service must have messed up, let's email the chap and get it clarified, and dammit, I've been working all night and it doesn't add up...

'Hope it all comes out in the wash. :)

-Bill

Mike C

Customer service is not too bright?

I'm pretty sure they're people. As in not machines.

__________________
Persistence can pass for brilliance
FFR Roadster on order for 04/3/04.
Mike

HackMeNot

You guys are absolutely correct.

Forgive me for expecting too much. I am a train conductor and I provide customer service to millions of New Yorkers who use mass transportation each and every day. I do understand there is a lag in communication sometimes between supervision, myself, and the customers which does sometimes cause customers to react in a negative manner as I just did.

Larry was probably trying to fix a mistake he thought must have been made on the part of customer service.

Sorry for bad-mouthing you Larry.

__________________
My personal digital assistant whispers to me in my sleep. She says "We don't need no steeeeeeenkin' cumpoootahs...".

HP 548, Sony T615, Sony NR70V, Toshiba E740, Handspring Treo 300, Dell Axim X5 400

damnmechanic

Personally, I think this is typical Dell, screw things up then get hacked when called on it, and deny responsibility. I am still waiting for my Axim I orginally ordered two days after Christmas. I factually know of two units ordered after mine but delivered two weeks ago. I cancelled the original order and re-ordered and am now waiting a Feb 10 ship date.

dcbluemeanie

I totally disagree Hack. I think Larry was way out of line. His job is customer service. Regardless if the customer changes his mind several times, Dell pays Larry a regular paycheck to deal with that. If you think about it, his whole job is supposed to be making the customer happy. Now, that said, regardless if you agree with me or not, his sarcastic little note he sent you is absolutely uncalled for and I think if the folks at Dell found out he might be in for some severe reprimanding.

I work in customer service and I deal with annoying customers every day (I'm not calling you annoying Hack, just making a point). If I ever did something like Larry did I think I would be fired immediately. If I was Larry's boss, I would hold Larry accountable. Remember, the customer is always right. You were calling dell to make a significant purchase of several hundred dollars, Larry can make time for you.

satteldog

I was charged twice for a single purchase of an Axim 400. Even better, the charge was drawn out of my bank account since i used my visa debit card. So much for calling the credit card company and stopping payment. Honestly, you are dealing with people...and people make mistakes. How you deal with it decides whether or not Dell is around in 10 years. I know if i ever charged any of my clients twice i wouldn't be in business with them anymore. Most people don't put up with major mistakes like that. That's just my 1 cent. (I'd say two but dell took the other one cent!)