Dell Hong Kong not accepting American Express

Anyone experienced the Amex "bait and switch" in Asia? I have had vendors all across Asia, but especially Hong Kong, either claim they don't accept Amex (despite the bold blue "We proudly accept . . ." sticker in their window, or try to charge a premium for card use.

I never expected such treatment from the Dell brand, even in Hong Kong. When I bought my XPS 1710M almost 3 years ago at Dell Hong Kong online, there was no such issue. But in my latest attempt to be a repeat client for a top-of-the-line, fully loaded Alienware m17x (pricetag 5000 USD plus) I experienced nothing but woes.

First tried it online. Not only does their site poorly handle US billing addresses, the online customer service person claimed that their contract with Amex had "expired" and please use another method of payment.

So I tried going in the "front door" by placing the order at a Dell storefront at the Wanchai Computer Center this past Saturday, 27 March 2010. They too asked for another form of payment but ultimately accepted when I got heated. Then the problems started.

They contacted me three days later to say there was "a problem with the order." When I called to find out what, the service person read me back my credit card information. Everything was correct--every digit, every letter of name and billing address. They then said that the order was rejected and to contact Amex.

So I checked with Amex. No order was ever put through. I called back and spoke to the manager and got a runaround. I conferenced in Amex customer service, who offered to stand by and watch to see if the authorization went through. The manager claimed he could not do it and had to check with accounting. I said fine--I will wait. He said he couldn't call them at the moment and try later that afternoon. I said give me the number, I will call them directly with Amex on the line. He refused, saying their accountant is in China. I switched to speaking Mandarin--that took him by surprise--and he again refused, saying it was against policy, so sorry. I said fine--let him call and we can conference. Again he refused and said to try again tomorrow. Try what, I ask you? What am I supposed to try?

This feels a lot like the old Asia Amex "bait and switch" only a lot more frustrating. I have complained to Dell customer service via email, both the Hong Kong and US channels, with nothing but an automated response. I have also made a formal complaint to Amex to investigate this matter through merchant services relations.

Since I have not received any response from Dell through official channels, I have to complain in this very public forum. At this point I am quickly losing interest in remaining a Dell customer and incluned to shop elsewhere, no matter how well-spec'd the Alienware platform is. I would rather pay more for the same specs or get a slightly less powerful system from another company that knows how to treat a loyal customer.

It is already too late for me to receive my system in time for my vacation. I was truly looking forward to spending a holiday setting up the new box and putting it through its paces. With the lead time quoted to me by my local Dell distributor (2-3 weeks!) that plan is now out the window.

Sorry to go on so long, but don't know where else to tell this story. If this can help others resolve their issues, or get the message through to Dell that they have a problem here in Asia, or perhaps warn off a prospective buyer so they can avoid similar experiences, than perhaps it is worth it.

Thanks for listening.

Brian S. Kelly