Dell Lost My Order

bayouman · 02-15-03, 03:39 PM

I ordered a new Axim Wednesday night because I was getting a great deal on it from Dell. Well today is Saturday and still no email giving me my order number. So I call Dell. After listening to half of the Backstreet Boys horrible cd while on hold, I finally get a rep who proceeds to tell me that I don't have an order, even though I received a confirmation email detailing me that I did. At this point he gives me another number and tells me to talk to the internet sales department, which I later found out is closed for the weekend. At this point I am about ready to say screw Dell, and just go buy an Ipaq. Anyone else have this problem? Maybe Gateway will come out with something.

Clay

Deputy · 02-15-03, 03:44 PM

Lots of people are having all sorts of problems getting the Axim ... from orders to wait times. The Dell Support Forums are flooded with all sorts of complaints. Then when your Axim finally arrives at your door (mine took a few days over two weeks), the happiness begins. It is a great, low-cost PPC. Well worth the "hassles" with Dell.

bayouman · 02-15-03, 03:52 PM

But the problem is that apparently I don't have an Axim coming. I also used some coupons that have sense expired. With these coupons I was getting a 400mhz Axim, the Leather case, and a pack of 3 stylus', shipped, for $318. You can't beat that deal but the promo is sense gone. What should I do. It is really eating at me. I had none of these problems when I ordered my laptop from them last month.

Clay

JakeRich · 02-15-03, 04:01 PM

What others have experienced is that with sufficient evidence that an order had been placed Dell steps up to that order. If you have an email saying you ordered, and if they can verify that, they probably will honor your deal. Hang in there until they open again and call. Who knows, you might even get priority shipping!

Deputy · 02-15-03, 04:03 PM

I would think your order detail email will help you out. Unfortunately you need to connect with a rep who is willing to listen or try the Dell Axim Order Forums. You are going to have to wait through the long holiday weekend though ...

Angelo · 02-15-03, 05:28 PM

bayouman,
Perhaps I have some reassuring news for you. I am going through a similar situation. Actually its almost an identical situation.

I ordered mine Tuesday afternoon (2/11) and called Dell on Thursday (2/13) because I haven't yet received my confirmation email. (I received the acknowledgement email) I also went through several departments and extensions because either they could not find my order, or I was transferred to the wrong line. But although I was put on hold, I didn't get to listen to the Backstreet Boys. I finally talked to someone who saw my order in the system, then she transferred me to the E-Sales department. But I never got transferred and I ended up at the same touch-tone menu from the previous "transfers".

So I gave up calling and the next day I get the confirmation email. The order wasn't lost but my ship date is on March 3!!! So give them 3 business days to send you the confirmation email. Hopefully they didn't lose your order and you get that great deal.

If all else fails, theres always this.

bayouman · 02-15-03, 07:26 PM

Thanks for the info Angelo. I went to CompUSA a bit ago looking around but nothing as good a deal as the Axim. A buddy just got a Ipaq 3835 so I was looking for one of those. I will give them a call on Monday and see if I can sort it out. Hopefully I will get one sent my way, and March 3 is my birthday so that would work out great.

Clay

CMeys · 02-15-03, 08:27 PM

I thought I was going to be in that boat too. I ordered one on 2/12, got an order acknowledgement right away, but no order confirmation with order number. When I hadn't received a confirmation by 2/14, I responded to the acknowledgement e-mail (which it says in it you can do), and received a prompt response with order number that the order was processing. And now, on 2/15, I show that it has shipped! And the order includes an extra battery that was supposed to delay it. I'm one happy camper.

bayouman · 02-15-03, 08:50 PM

Glad to know it worked out for you. I just emailed them as well and am eager to get a response. I will keep all of you informed.

Clay

pocketpc67 · 02-15-03, 09:31 PM

I had same problem until I listened to somebody's ordeal.

If you have a problem with a similar order, phone Dell 1-800-WWW-DELL and choose extension 63805. Wait in line (10 minutes?) and choose none of the options if offered. The next live person you speak to should be able to help you. It took me 3 hours of being kicked around their system by people who just wanted rid of me before I got where I needed to be. May my suffering be your salvation!

link is here good luck on getting your axim

http://www.fatwallet.com/forums/mess...&keyword1=axim

JmE · 02-16-03, 06:12 AM

Quote:

Originally posted by bayouman
IAt this point I am about ready to say screw Dell, and just go buy an Ipaq.
Clay

Whilst waiting on my Axim:

I tried a Toshiba e740... went back next day or so. I did not like it.

I have here on my desk an HP 5455 (aka 5450) and a Dell Axim. (They both came on the same day, in the same truck :D) )

THe HP is going back... I like the Dell more!

I almost gave in with the HP, but point for point, I like the Dell.

I also figure if I *really* want the HP, I will wait until it closes out (on price). As it stands it just wasn't worth it to me.

Lastly, since Dell lost the order and you have documentation, I would see if they wouldn't give you some or all of that discount or work out something suitable to both?

Hope this adds food for thought.

-JmE-

bayouman · 02-16-03, 02:10 PM

Thanks for all the help guys. I responded to the email last night and got this response today:

Dear Mr. Harvey,

Thank you for contacting Dell Online Support.

I apologize for the inconvenience this matter has caused.

Online orders do not always show up for sales representatives
that handle phone orders.

I see that the order is in the online order tool and processing.
Once an order number is assigned, a confirmation will be sent
out to you.

I hope this information helps. Thank you for your time and patience.

Respectfully

Linda
DTC16684
7:00am-3:30pm CST Mon-Fri
Dell Customer Care

Guess they might not have lost it after all. Glad I got a quick reply because I came real close to ordering an Ipaq 3835 last night. I will wait and see if Dell makes good on their words, plus I really want the Axim. Thanks again.

WindWalker · 02-16-03, 03:18 PM

I will say I had a similar experience with Dell, in that they did not have my order when I called. What I found is that the different subsets that can take your order (Home/Home Office, Small Business, Employee Purchase, Education, etc.) all have different order pools, and until your order moves to a particular area in the processing sequence, they cannot view each other's orders.
In all the dealings I have had with Dell, on a personal and a business level, they have not lost an order. Their processing these days does leave something to be desired, but I will give them the benefit of the doubt. As you found, there is nothing else on the market that offers the same value for the price. If we show some patience, it will be rewarded.

By the way, I placed my order with Dell on January 17. It was officially processed on January 23. The initial ship date was February 11, and it actually arrived on February 4.

bayouman · 02-17-03, 06:34 PM

Well I called Dell today and finally spoke with a real person about the order. He found it in the system and reprocessed it. He also upgraded the shipping to 2-Day for my troubles. It is scheduled to ship on the 26 of this month and should be here right before my birthday. Now, what accessories to buy?

Clay