PowerEdge T430 Server Order Fail

Letter to Mr. Dell, redacted to conform to Community Forum rules:

2015/11/15

Dear Mr. Dell,

We are in disbelief of the complete failure by Dell to complete the sale of our $16,000 Dell Server order.

From the sales people that provided incorrect information when asked about particulars of the machine and options, to the many customer service people that were called to inquire about each of the production delays, to the Dell Community Forum moderator that offered to help look into the issue but never followed up, and now the Mr. K******** of your office that called and left a completely unapologetic message about this mess without providing specifics and who has not returned any of my five voice mail messages left for him in the last 30 hours.

All we know is that after placing our $16,000 Dell PowerEdge T430 Server order* on 10/29/2015 via Dell.com.  The configuration was validated and accepted by your system configuration page and shortly after we received both the order acknowledgement and order acceptance emails.  Then as the expected delivery date came near we received a delay notice.  We call Customer service and they say to wait.  Then as the second expected delivery date came near we receive another delay notice and are required to accept or reject.  We accept and call customer service again told us to wait, that canceling and reordering would delay the order further, that that no particular part was back ordered but that there was an 'issue with logistics' (a term that could not be defined by the customer support supervisor that said this was the cause - yes, a supervisor was spoken to because of the run around we received from four different customer service agents).  Posting to the Dell Community Forum yielded a response from a moderator with an offer to look into the matter.  A private message was promptly sent to the moderator with the order details and the moderator never responded, neither privately or publicly in the forum.  Then the order is delayed for a third time and I email your office.  My email yield the unapologetic call ** from your Mr. K******** who did not detail the specific, who did not apologize for the delay, and who did not call back any of the five voicemail message left for him.

How is all of this possible?
How did Dell accept an order that could not be built?
How did Dell not call or email us when it was discovered by the warehouse(?) that the order could not be built?
Why were none of the customer service people called able to identify the problem with the order so it could be corrected?
Why did the Dell community Forum moderator offer to assist with this issue and then was never heard from again?
Why did the Dell Escalations team not provide the specific reason of the problem with the order or ever call back?

We are in complete disbelief over this, and we think you should be too.

Regretfully,

*

**Recording of voice message left by Mr. K********* of Dell's Escalation team.  Unapologetic, and unhelpful as it does not explain the specific problem and because he failed to respond to any of the five voice mail message left for him.