To refresh your memory, I had ordered a memory card and a video card from Dell for my daughter's computer. The video card was back ordered so I cancelled it and bought one from Best Buy. Although the actual cancelling of the order was less than simple, I didn't think much of it at the time but following events brought it to mind. So let me start at the beginning.
I called Dell to cancel the order and was immediately reminded that Dell had transferred their customer service for non-business customers to India. Because of complaints of bad service, business customers are still being handled in the USA but us lowly personal computer owners apparently don't require stellar customer service. Anyway, the person on the other end spoke English, although with a thick Indian accent. I told him that I wanted to cancel part of the order, specifically the video card because it was backordered. He told me to wait and after a few minutes he came back to tell me that the memory card had already shipped, which I knew since I had already installed it in my daughter's computer. I again explained that it was just the video card that I wanted to cancel. He again put me on hold. Eventually he came back and told me that he had sent an email to the people in the US that would cancel my order and everything should be fine. So, let me get this straight Mr. Dell, you transfer American jobs to India and then don't even give these people the tools to do their job? He has to cancel my order via email? What kind of madness is this?
Flash to ten days later, and sure enough the video card arrives at my house. I call Dell again and again I get someone in India. I explain the situation and he seems to understand the issue. He puts me on hold. A few minutes later he comes back on and tells me that he is waiting for a response from the return center so I can get a return authorization number. Although he didn't state "email" I strongly suspected he was waiting for one. A few more minutes and I got my return authorization number. UPS picked up the box without any trouble.
This whole thing could have been avoided if (a) Dell's web site gave accurate information about the length of time you need to wait for back ordered items or (b) the people in the service center were given the proper tools and the proper training to do their jobs!