Tweet
Hi all
I placed an order with Dell on Wednesday 28th June. Dell had various offers on, including a 0% finance option. I started the order at about 8:45am.
While I had the cash, I decided to go for 0% finance offered by Dell through Creation Finance - as it was entirely free, no catches, no admin fees etc. This was processed and accepted online, with the agreement esigned. A 10% deposit was paid to the finance company as part of the process. I was then returned to the Dell website, at approximately 9:05am. At this point, the order value was higher than what had been in my basket, and the finance figure I had just agreed to! This was because one of the two promotions had disappeared from the small box on the right, adding £300 to the cost. I didn't have any option other than to hit proceed, which I did. I assumed Dell's system would sort it all out.
I received an email from Dell confirming receipt of my order and that various bits would be send to me within 48 hours. I called on Friday afternoon, having heard nothing. I was told by Dell the order was with their finance team but that my estimated delivery date was 11th June. Everything seemed OK.
Following this, I had an email from someone at Dell indicating my order value was higher than finance approved (and specifically referenced my telephone call to them), and I needed to get the finance increased to cover that. I replied with details of the above, of the missing discount, and attached various screenshots from the order process (I keep detailed records of everything I buy!), and thinking that would be it.
I heard nothing else until this week, so I called up on Tuesday. I wasn't able to speak to the individual who'd been handling my order, but I was told my order had been cancelled on 4th June. I had checked my order at 8am on June 4th, and the Dell website showed it was being processed and the delivery date of the 11th of June. I sent another email to the Dell contact I'd emailed before, stating that as far as I was concerned, we had a contract for a laptop.
It's two days later, and I've heard nothing from them again. The creation finance website shows my account still has the active finance agreement. Dell website now shows my order as cancelled. Dell have never emailed me to say the order is cancelled.
If Dell are trying to cancel the order, the finance would also need to be cancelled, but my understand there is that the finance company need to write to me about that before they can do so?
Where does this all leave me? Dell have yet again changed their promotion, and the laptop plus warranty is about £200 more expensive now than it was when I ordered.
My biggest concern is that if Dell cancel the order, I had the finance search and account on my credit report for the next 6 years. If Dell refuse to honour the order, are Dell / Creation able to entirely wipe both the search and account from my credit record, essentially putting me back in my original position?
Really though, I'd like the laptop at the price they'd shown me, and I agreed the finance for, but do I have any right to it?
I placed an order with Dell on Wednesday 28th June. Dell had various offers on, including a 0% finance option. I started the order at about 8:45am.
While I had the cash, I decided to go for 0% finance offered by Dell through Creation Finance - as it was entirely free, no catches, no admin fees etc. This was processed and accepted online, with the agreement esigned. A 10% deposit was paid to the finance company as part of the process. I was then returned to the Dell website, at approximately 9:05am. At this point, the order value was higher than what had been in my basket, and the finance figure I had just agreed to! This was because one of the two promotions had disappeared from the small box on the right, adding £300 to the cost. I didn't have any option other than to hit proceed, which I did. I assumed Dell's system would sort it all out.
I received an email from Dell confirming receipt of my order and that various bits would be send to me within 48 hours. I called on Friday afternoon, having heard nothing. I was told by Dell the order was with their finance team but that my estimated delivery date was 11th June. Everything seemed OK.
Following this, I had an email from someone at Dell indicating my order value was higher than finance approved (and specifically referenced my telephone call to them), and I needed to get the finance increased to cover that. I replied with details of the above, of the missing discount, and attached various screenshots from the order process (I keep detailed records of everything I buy!), and thinking that would be it.
I heard nothing else until this week, so I called up on Tuesday. I wasn't able to speak to the individual who'd been handling my order, but I was told my order had been cancelled on 4th June. I had checked my order at 8am on June 4th, and the Dell website showed it was being processed and the delivery date of the 11th of June. I sent another email to the Dell contact I'd emailed before, stating that as far as I was concerned, we had a contract for a laptop.
It's two days later, and I've heard nothing from them again. The creation finance website shows my account still has the active finance agreement. Dell website now shows my order as cancelled. Dell have never emailed me to say the order is cancelled.
If Dell are trying to cancel the order, the finance would also need to be cancelled, but my understand there is that the finance company need to write to me about that before they can do so?
Where does this all leave me? Dell have yet again changed their promotion, and the laptop plus warranty is about £200 more expensive now than it was when I ordered.
My biggest concern is that if Dell cancel the order, I had the finance search and account on my credit report for the next 6 years. If Dell refuse to honour the order, are Dell / Creation able to entirely wipe both the search and account from my credit record, essentially putting me back in my original position?
Really though, I'd like the laptop at the price they'd shown me, and I agreed the finance for, but do I have any right to it?
