Dell
Order Held for ID Validation With No Notice and Days on Hold

I ordered two Dell Laptops online, in Germany.
My first encounter with Dell's incompetent customer service staff was when I phoned Dell's call center (in Germany) and asked whether the Next Business Day On-Site Warranty was really valid internationally. I was referred to half a dozen different people, but none of them could assure me that this service warranty was valid internationally and they just told me I should search online. I had to search through endless websites to answer my own question.
After I had ordered the two laptops online and received all the confirmation e-mails, I also received a Validation request e-mail from Dell where I was asked to mail Dell my Phone number and a copy of my passport, or else my order would be halted. Because this e-mail seemed like a scam, I contacted Dell's Call Center again and asked the call center employee whether this validation request was real and whether I should send Dell my ID details. The employee assured me that no such request was in the system and that my order had already been processed and sent out i. E I should just ignore the e-mail.
My laptops were never delivered!
I had to call UPS to find out that Dell had stopped my ordered! I would have thought that Dell would at least notify me of the problem.
I spent 3 days phoning Dell and being referred around from one incompetent employee to the next, and no one could tell me why my order was stopped. Finally, today, after 3 days delay and endless hours of my working time wasted being on hold, one of Dell's employees finally figured out that the ID Validation e-mail was in fact real and that Dell's finance department was holding back my order because they needed my ID Info. I have mailed Dell my ID Info and hopefully I will get my laptops this week still. A simple e-mail has caused such great complication and such a waste of time! How is it possible that one department doesn't know what the other is doing???

I am extremely disappointed in Dell! Online purchases are supposed to SAVE you time!

Company: Dell
Country: USA

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