Dell cancels my order and then charges me more on reinstatement

[shootist16]

On 021303 I ordered an Axim, a Dell keyboard, and some other accessories. I ordered it during the 10% off and free shipping sale. Dell gave me an estimated price and several payment options. I had some funds in my paypal account that I wanted to use so I chose the two credit card option. I put all my paypal balance on the paypal debit card and the remainder on my checking account debit card. When I recieved my order confirmation I saw that Dell had under estimated sales tax by about $4.00. No big deal, or so I thought. When I checked my paypal account I saw that there had been two preauthorizations frfom Dell. The first one, for the Axim, went through. The other one, for partial payment of the accessories, was declined. Dell had tried to charge the additional $4 on that account and the money wasn't there since I had used the exact amount. I emailed Dell to make sure the amount was charged to the right card. I got no response. When I checked my order status this morning I saw that the accessory order had been cancelled. I immediately called Dell to have it reinstated. After a loooong wait on hold I got a person. I gave him the order number and the correct debit card number. He gave me a total of over $150. I advised him that I had bought the products while they were on sale and that the amount I was originally charged was $134.52. he told me the sale was over. After much conversation I persuaded him to let me have the same terms as the sale that I had originally purchased the products under. When he gave me my new total it was $144.22?! I explained that I didn't understand why it was $134.52, they cancel my order, and now with the "same" terms that I had purchased my items I was being charged ten more dollars. He chalked it up to a "web site error" on my original purchase and was quick to tell me that he had done me a huge favor by letting me purchase my items under the same terms because the sale was over and he didn't have to. I know it is only $10, but this is another example of Dell's customer service. And my order has also been delayed because it was just placed this morning instead of on the 13th.

I tell you, if the Axim wasn't such a great product many of us would probably tell Dell to take a flying leap. I know I would.

[shootist16]

You're right. I was so mad and thinking, "screw this... I'll just cancel". But in the end I wanted one so bad that I gave in. I just wish they had better customer service.

[dnichjr]

I totally understand!! I ordered mine and the next day it went on sale, so I tried to call and see if I could get the sale price. NO GO! I was ticked, but I was able to use a friends Axim, so I swallowed my rage, and I got my Dell a couple of days ago. I LOVE IT!!!

Just my point of view.

[IM5150]

A company is run by its customers. Not enough customer, no company. If enough people complain directly, and through email. they will get the picture, or the chapter 11 -look at kmart...