Hello Ozbargain,
I recently purchased a gaming PC from DELL that came with a $220 voucher off my next purchase over $440. During the recent monitor sale they were selling the Dell 24 Gaming Monitor - S2417DG 23.8" for around $515. I used my voucher and purchased for $295. Currently selling online for $859.
The order sat as pending for 5 days so I contacted Dell using online chat. This is how it went
07/23/2018 10:35:41AM Agent (Allan DRozario): "Hello James,"
07/23/2018 10:35:42AM Agent (Allan DRozario): "Tell me, how can I help you today?"
07/23/2018 10:36:33AM James: "Hello, I am chasing an update on my internet order AU********"
07/23/2018 10:38:28AM Agent (Allan DRozario): "Oh okay."
07/23/2018 10:38:43AM Agent (Allan DRozario): "Was the order placed under the business name or personal?"
07/23/2018 10:39:46AM Agent (Allan DRozario): "I see it was for a S2417DG Monitor?"
07/23/2018 10:39:56AM Agent (Allan DRozario): "Under *********?"
07/23/2018 10:40:06AM James: "yes that is the one"
07/23/2018 10:40:25AM James: "just wondering if it will be shipped soon?"
07/23/2018 10:42:18AM Agent (Allan DRozario): "The order was not processed."
07/23/2018 10:42:34AM Agent (Allan DRozario): "and hence the amount was not even charged from you."
07/23/2018 10:42:46AM Agent (Allan DRozario): "The monitor is not is stock and hence the order could not be processed."
07/23/2018 10:43:49AM James: "so what is happening as it didnt say it wasnt not in stock when ordered?"
07/23/2018 10:44:56AM Agent (Allan DRozario): "Since it was not in stock, the order wasnt processed.
The website needs to be updated every weekend. Hence it might not have shown as out of stock. But if the product is not in stock, it will never charge your card at all."
07/23/2018 10:45:28AM James: "when will stock be available?"
07/23/2018 10:45:53AM Agent (Allan DRozario): "We do not have any official new about it."
07/23/2018 10:48:27AM James: "so whats happening ??"
07/23/2018 10:49:26AM Agent (Allan DRozario): "You would have to look for some alternate monitor."
07/23/2018 10:50:39AM James: "what alternative do you suggest?"
07/23/2018 10:50:53AM James: "and why are you still showing it is available onloine?"
07/23/2018 10:51:43AM Agent (Allan DRozario): "it will, but the order will not go through. Like it did not happen at your case."
07/23/2018 10:53:11AM James: "why wont it just go through once stock is available if this is the monitor I want?"
07/23/2018 10:53:50AM Agent (Allan DRozario): "The system would not take orders as long as the stock is not in."
07/23/2018 10:54:01AM Agent (Allan DRozario): "Even we manually cannot put in any order through."
07/23/2018 10:59:01AM James: "would my voucher still be available?"
07/23/2018 11:00:45AM Agent (Allan DRozario): "for that, I would suggest you to contact our customer care department, they would be able to assist you better in this regards. You can call them on 1800-812-392."
After completing the chat I rang Dell sales which confirmed the monitor is in stock EX sydney 3-4 days. Just wondering if anyone has any advice on how to proceed. Surely a company as big as Dell wouldnt be doing anything dodgy?
I feel sorry for the CSR.
CSR: "Order wasn't processed because it wasn't in stock and you weren't charged."
You: "But whyyyyyy?"
Basically for a full page.
In light of my reformation in the other thread - I'll apologise for this comment as being snarky too I guess.
OP - if they're out of stock, they're out of stock. Call up again and if they still say they have stock EX sydney, ask to order one then and there over the phone and see if they'll honour their sale price. Mention you put in an order online when the sale was still on, and see what they can do. Dell's actually surprisingly reasonable.