I’ve lived at my current address for nearly 25 years. I’ve had my Visa card for nearly 30 years. In all that time, I’ve had two phone numbers until very recently. I don’t recall my phone number ever being a problem when using my Visa.
Two nights ago, I decided to buy a touchscreen monitor as part of my research for my book, Windows 8 for Seniors. After an hour online, I decided to buy a Dell monitor. I’ve owned several Dell computers. Merri loves her aging Studio Hybrid (no longer made).
Amazon couldn’t match Dell’s $30 discount or free 3 year warranty, so I decide to buy directly from Dell. I remember when Dell’s website was state of the art and extremely useful. Not so much anymore. I stepped through half a dozen marketing screens to buy my one item. I agonized over whether to spend $25 for one day delivery (I did). Several screens later, I learned that meant 1 day after shipping but that shipping would be in a week. Good grief. That really made me appreciate Amazon’s onscreen message that if I buy an item within x hours, I can have it the next day – not the day after a week from now. (As well as Amazon OneClick and Prime.) I grimaced and went on.
I filled in all the required information for billing and shipping. I noticed something I don’t remember seeing before: a phone number for the billing address. For quite some time, I’ve used my Google Voice number for purchases. However, Visa doesn’t have that number, so I entered the most likely number.
On the next screen, Verified by Visa appeared. As I understand it, this comes from my credit card issuer and is direct communication between us to guarantee that only I am making a purchase. I now wonder if Verified by Visa means anything, at least to Dell.
A confirmation screen appeared, followed by confirmation email. A week and a day from now, I would have my monitor. I went to bed.
The next morning, a new email alerted me that there was a problem processing my order, but not the nature of the problem. I checked the website, which only indicated my order was “in process.” I looked for an email address for customer service; no luck. Reluctantly, I clicked the Chat Now link. The resulting Web page informed this service is only available during certain hours. But it was within those hours, so why didn’t chat work? Sigh.
I girded my loins and called the 800 number. Richard answered. I gave him customer number, order number, and purchase number. I recited every bit of my address. I confirmed the last 4 digits of my Visa number. After a long pause, Richard said there was a problem with my billing address. That’s not possible, I said. Then give me the correct billing information, he said. I have. I did on the website. It was Verified by Visa. I’m sorry, he said (and sounded sincere). I don’t know why he didn’t offer to give me to a supervisor, except that he probably gets demerits for such.
I felt like screaming on a street corner, so I tweeted, “@Dell threw away a sale. My billing address is incorrect? They’re wrong. Take a lesson from Amazon, for gawd’s sake!” Minutes later, @Dell replied, “@mjhintonNM Sorry to hear about that! Hoping our @DellCares team on twitter can assist you with your order. We value your business!” Hey, that’s a positive step. Or so I thought before half a dozen direct messages with @DellCares (Scott). I emailed Scott all my billing address info. Eventually, I learned that there may have been a problem with my phone number and that “a Credit Card specialist” should take care of it.
I said to Scott, as I said to Richard and to you: it shouldn’t be this hard. Eighteen hours after Verified by Visa, three nice Dell employees couldn’t fix this. That’s enough time. I have a book to write and I have a touchscreen already, purchased hassle-free with my 30 year old Visa card.