Order and service issues.

I put in my original order 07/29/22. I did not see the initial “ takes 48 hrs to show on the account” and made the mistake of putting in a 2nd order. Once both orders were on the account I cancelled the 2nd order.I waited for 4-5 days and saw the 1st order had not gone forward. I knew that even if I had not cancelled the 2nd order - I had enough financing to cover both purchases. This did not matter because my original order was declined. Once I got a member of the mod team to resubmit the order this first issue was resolved.

2nd issue-  I had selected the quickest option to have my purchase sent to me. This means that with the new order I was expected to receive the system between August 8-11. When August 10th got here I reviewed the FAQ in the website. The FAQ stated that my order had shipped. I followed up by calling the automated system when my order status did not update. The Automated system told me I should have received my order on August 8th. This worried me especially since I was receiving 2 different pieces of information. I called in to customer service. The first representative told me that my order is stuck in preproduction. When she looked into it she told me some of the parts for my order were at “end of life”. This worried me. As far as I could tell this was supposed to be a new system. Not refurbished. When I tried to ask questions the representative continuously repeated herself and spoke in circles not actually answering my questions. The 1st representative then transferred my call to another rep to “resolve the issue”. If I had not called in I would have never known about the issue in the first place. At this point I have been told 3 different pieces of information about my order.  As the 2nd representative picked up the phone I was told the issue was because “ quality control” flagged the system. The representative reached out to production to have my order completed. The representative assured me she would do the best she could to get them to prioritize my order and have it sent out within 24-48hours. At this point I had been told 4 completely different stories about my order and am feeling frustrated.

3rd issue- after being told that my order would be out as priority and sent out within 24-48 hours, I woke up to an email stating that my order won’t be shipped until September 6th! Why did I get the expedited shipping to wait this long and to go through this whole situation??

so just to some up my complaints:

1) The Dell communication with issues on orders needs work. Whether the order is stopped due to pymnt issue or Dell policy issue- communication is needed.

2)All avenues to information in products we order should all say the same information. Representatives should listen to questions and actually try to answer. Not just repeat themselves and speak in circles. Every rep I have spoken to seems to use the same tactic.

3) This last is just a personal issue- if someone buys a computer and is given a timeline… there is no reason the timeline should magically double the day the product is set to ship out.