I’ve re-posted this from my business blog (their I talked about how businesses should take this as a lesson and communicate with customers! But I felt this belong on my personal blog.

A few days back I ordered a new Dell Monitor, to be precise it was a Dell UltraSharp 1908WFP 19-inch Widescreen Flat Panel LCD Monitor, the total price of this monitor was £176.25 and of top of that I had to buy the necessary cables totaling around £20 (not bought from Dell).
I ordered the monitor on 31st of March (two days ago). The email I received from Dell said that that the order would be “released into production as soon as your Bank has cleared your payment”. Normally this takes a few hours and I was expecting to find an email in the morning from Dell saying the money have been cleared and the monitor was on it’s way, this of course didn’t happen.
At the same time I’d ordered a cable from the Apple online computer store I again received a receipt email and a confirmation order from Apple as soon as package was posted (April 1st) this morning I woke up to find that the cable I had ordered two days before had arrived via UPS. Throughout that time I was able to track the order through an Apple branded website.
Through out this I had received no email from Dell at all, no confirmation email, etc. I was slightly concerned so today (March 2nd) I went to my bank HSBC and asked them if any money had been requested from Dell, apparently not. I decided I’d give Dell another day, as my personal banker (what a great title…) had told me that sometimes they take up to three days to process an order and request the money.
So tonight I’ve been periodically checking my email and the Dell Order Status page which gave the message “Your order will be released into production as soon as your Bank has cleared your payment”. Not very helpful.
I decided to check my email and order page for one last time tonight only to be told “We apologise if you did not request for your order to be cancelled. Please check your e-mail* for more information about why your order was cancelled and should you still need assistance please e-mail Customer Service.”
My first thought was that Dell had run out of stock or was having some sort of problem with clearing funds from my account. I logged onto my Gmail hoping to find an email explaining the situation but surprise, surprise, I hadn’t received any email from Dell.
Now, please don’t get my wrong, I know mistakes can happen when it comes to eCommerce software and having too many orders for the amount of stock you have or if it wasn’t a problem at all with Dell but with my bank, but at least let me know what’s happening and what you’re planning to do with my order, don’t just say my orders been canceled and thats it, at least use the contact information I gave you to contact me, you could have done so either via my mobile number, home phone number, email address or home address.
But please don’t leave me and other customers in the dark, thats not the way to gain credibility in the market especially since I was led to believe that Dell had changed itself since the “Dell Hell” Days (http://www.thisistrue.com/dellhell.html).
As of 21:05 on the 02/04/08 (British Date Format) I have received no email from Dell explaining why my order was canceled.