Dell Screwed up my order

[ihsn]

Couple of days back I placed an order on dell.ca, the price listed then was $499 and the order was accepted. However in the confirmation email I got, the price listed was wrong ($600) and the total was $0.00.

Now I believed it was just a mistake initially but the acknowledgement email also had the same thing. Curious, I checked my CC and the price I was charged was $600 + tax.

What should I do?

[bylo]

What should I do?

Call Dell. Tell them that their site said $499, not $600 and ask them to credit your CC for $101 plus taxes. If they won't do that then request that they cancel your order and credit your CC the $600 plus taxes.

[champlinD]

Contact Dell as soon as possible. Yes and Good luck. If you get Indian call center you are in trouble.

[ihsn]

Call Dell. Tell them that their site said $499, not $600 and ask them to credit your CC for $101 plus taxes. If they won't do that then request that they cancel your order and credit your CC the $600 plus taxes.

Problem is the order was shipped out already.

Contact Dell as soon as possible. Yes and Good luck. If you get Indian call center you are in trouble.

I did.

They're trying to bully me into keeping the order, saying:
1. The best they can do is give me $20 discount.
2. If I want to return it, then a 15% restocking fee will apply. (which amounts to $90+)

Help?

[inferno_gn]

Hi there,

Well, did you have still the original confirmation e-mail (with the original price quoted 499$) that you have agreed? If so, you can also dispute it with your credit card.

Ju Leon...

[freebie]

Do NOT take this lying down. Sure the first overseas rep is gonna quote you some stupid policy because that's all he's authorized to do. Make sure you continue to dispute the charges and the error that was made on their end.

One trick you can try is to call and choose the option for service in French. The operators afaik are based in Canada and/or US, but they also speak English and may be more helpful than an overseas CSR. If you have any additional info, such as screenshots or emails, tell them you have this proof to back up your case.

Best of luck... Dell's customer service can be a real pain if you're caught in something like this.

[bylo]

Well, did you have still the original confirmation e-mail (with the original price quoted 499$) that you have agreed?

OP: "the confirmation email I got, the price listed was wrong ($600)"

That's the problem, his word against the $600 confirmation. All he can do now, if Dell won't honour the web price, is return for refund.

Morals of story:
1. Always make a screen print of the order before you press the final order button
2. Always check the confirmation to ensure it agrees
3. Always bring discrepancies to the attention of the seller ASAP.

[ihsn]

Hi there,

Well, did you have still the original confirmation e-mail (with the original price quoted 499$) that you have agreed? If so, you can also dispute it with your credit card.

Ju Leon...

The original confirmation (first email) said $600 with a total of $0.00, so I thought it was a mistake on their end. Then the acknowledgement (second email) had the same thing, price of $600 and a total of $0.00.

I dont have a screen cap of the order page.

Do NOT take this lying down. Sure the first overseas rep is gonna quote you some stupid policy because that's all he's authorized to do. Make sure you continue to dispute the charges and the error that was made on their end.

One trick you can try is to call and choose the option for service in French. The operators afaik are based in Canada and/or US, but they also speak English and may be more helpful than an overseas CSR. If you have any additional info, such as screenshots or emails, tell them you have this proof to back up your case.

Best of luck... Dell's customer service can be a real pain if you're caught in something like this.

OP: "the confirmation email I got, the price listed was wrong ($600)"

That's the problem, his word against the $600 confirmation. All he can do now, if Dell won't honour the web price, is return for refund.

Morals of story:
1. Always make a screen print of the order before you press the final order button
2. Always check the confirmation to ensure it agrees
3. Always bring discrepancies to the attention of the seller ASAP.

I have already started the process for return/refund but I'm not sure its going to be easy. Which is why I'm seeking advice here ..

Can I take this to small claims court? I have the emails which in my opinion are a more concrete proof over screen caps which can be doctored ..

[hagbard]

Here's what I do. Whenever I order online, I do take a screen capture of the stated price, and I check the receipt over thoroughly. To do otherwise is to invite getting screwed over (I've learned from experience). All the same, escalate it until you get a satisfactory outcome.

[Red_Army]

lol this guy probably thought he was getting it for free, thats why hes not saying anything until now

[hagbard]

lol this guy probably thought he was getting it for free, thats why hes not saying anything until now

One might thing Dell was playing tricks too.

[bylo]

Can I take this to small claims court?

Sure. But it will cost more in application fees, driving to the courthouse to file them, your time in filling them out, etc. than the $101 you're out.

I have the emails which in my opinion are a more concrete proof over screen caps which can be doctored ..

If that's truly the case, i.e. the evidence in those e-mails is solid, then you should take this up with Dell management.

[number8888]

I think chances are you can still get a full refund without restocking fees, unless the policy stating the contrary is listed somewhere. But even then you should use be able to argue for a full refund because your emails has errors.

Try calling in the day time so that you get a local CSR instead of an overseas one. The overseas CSR follows a script and are not flexible at all. You should have better luck.

[ihsn]

lol this guy probably thought he was getting it for free, thats why hes not saying anything until now

Real funny. Like I said earlier, I thought the whole "reciept" emails were screwed (subtotal & total) until I saw the charge on my CC. I never thought I would be getting it for free.

Sure. But it will cost more in application fees, driving to the courthouse to file them, your time in filling them out, etc. than the $101 you're out.
If that's truly the case, i.e. the evidence in those e-mails is solid, then you should take this up with Dell management.

I think chances are you can still get a full refund without restocking fees, unless the policy stating the contrary is listed somewhere. But even then you should use be able to argue for a full refund because your emails has errors.

Try calling in the day time so that you get a local CSR instead of an overseas one. The overseas CSR follows a script and are not flexible at all. You should have better luck.

I'll try and do that, thanks.

[shannn]

Ahhh, it's too bad you didn't do a print screen on the original price.

That happened to me once when I ordered a camera. I bought it at $119.99, but then it said I was charged $199.99. I called in, talked to an Indian CSR from their call centre in India (who was very helpful btw), and I just had to email them the printscreen page and he adjusted the price manually (I didn't do this originally, but luckily I didn't close the browser and I clicked back and I was still able to get the original price screen)

I hate buying from Dell online becuase you can't just cancel the order online Just remember to printscreen next time for all your Dell orders