My letter
To:
BSD_On-Line_Order@dell.com
FOR IMMEDIATE AND PERSONAL ATTENTION:
I must insist that you honor this order. Cancellation several days after the confirmation and initial order placement is not good
business practice. Soliciting additional funds to complete the ordering process is EXTORTION. As you know, extortion is an
ACTIONABLE CIVIL item with serious legal repercussions.
As a first-time customer, I was looking forward to receiving my order for my own personal use. Rarely do I buy from brand name
companies, preferring to customize and build my own PC. I thought I would try the DELL experience. It has obviously not suited my
needs or expectations in this matter.
After discussions with several coworkers and friends who ordered this system or a similar configuration, hereafter known as 'class',
it further angers and upsets me that some of them have received their order. Furthermore, those who did not were requested
additional funds in the amount of $300 to complete the order whereas I was requested the amount of $400. This type of
discrimination and inappropriate customer handling, is definitely biased. Your customer service reps should not be soliciting funds
and should not be doing so on an INCONSISTENT basis.
I was looking forward to a serious upgrade of my current system which has long been obsolete. Coupled with a cutting edge flat
screen monitor, it would have met my needs for years to come and would have been my first DELL experience. But my anger and
frustration due to the handling of this order far outweighs any disappointment. I have decided to follow-up and pursue this
because my order was in production when it was 'forced' to cancel.
Please respond formally to this complaint, in writing via email or letter within 3 business days.
Thank you for your cooperation and attention in this matter,
<Name Withheld>
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Response:
This order was cancelled due to an error in the pricing of the 17in flat
panel. The error caused the flat panel to be $503.00 dollars too low per
system. Dell is not honoring this pricing error per our disclaimer on the
web site. We apologize for the error and any inconvenience this may of
caused you.
But we cannot honor this order.
Carole_Spess@Dell.com
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Next step - BBB and attorney general. All in favor of a web page devoted to this?
BTW, someone in the OTHER forum got their order completed for $230 more. Shows the incosistency in what they 'extort' from their customers.