First positive thing I have heard from Dell for a while. A few weeks ago, a facebook friend of mine took Dell almost a month to fix a laptop.

Or, since you have a reputable name with many contacts, they thought if they please you, you will give them a better reputation.

I agree with Jack. Have you considered that this may have been more of a PR stunt than a genuine representation of their customer service? Dell both in Australia and Internationally have had to go into 'Damage Mode' in terms of their public image after a consensus of public outrage throughout the online community since 2007. type Dell into a search engine and after their direct (sponsored) links, all you see is blogs and forum discussions on of people's bad experiences, rarely with anyone attempting to counter this opinion other than Dell themselves. As an avid forum user I know that just about on any issue that an individual or group of people complain about a product or company there is always at least one person arguing in opposition out of loyalty to the brand. The only exception is when the issue is indefensible, and even then someone will try to. Don't you feel just a little bit bought off? sounds like Bread & Circuses to me (google it). A person should have to have a public image just to get treated appropriately.

On the 24/01/12 I went online and ordered a desktop computer from Dell Au.

Within 24 hours on the 25/01/12 I received a cancellation order from
Dell because I had not followed their ‘ verification’ process of calling
them and verifying the order by phone.I had no problem with that,my
mistake.

However I was not impressed when I found out that Dell had proceeded to debit my credit card on Friday the 27th of Jan.

On the 28th and 29th I logged into Dell to view the status of the order
and found that all details previously entered,had been removed and the
account clearly stated that I had no current orders and no orders made
for the previous 45 days.

On the 30th of Jan I lodged an online complaint with Dell via their
customer service requesting they return the money taken from my credit
card.

After finishing afternoon shift,I accessed my emails to see if Dell had replied:nothing.

Out of curiosity I logged back into the Dell account and found that had
rebuilt an account in my name with a different order name to legitimise
the non-return of my money.

Their IS VERY CLEAR evidence of FRAUDULENT ACTIVITY taking
place.Everything has been recorded and clearly shows that fraud is
taking place.

Dell cancelled the original transaction

Dell then set up a fake account,in MY NAME and proceeded to process that account.

This means that they debited my account to an order that I did NOT place (this second order)

An electronic paper trail now very clearly exists.

In creating this second account to replace the original order;they
cancelled,they have accessed my credit card without permission.

This very clearly an un-ambiguous action that no longer leaves any reasonable doubt.

There are some very serious issues here.

As a consequence I have now begun the process of proceeding with formal complaints to the relevant statutory authorities.

Only by formalising these issues can it be entered as a matter of public record.

What companies Like Dell clearly don’t understand,is the power and reach of the internet when it comes to issues such as these.

Tools I very much intend to use.

Where corporate practices clearly are designed to mislead consumers and
are clearly fraudulent in intent,then the corporation involved needs to
be exposed for those practices.

As this corporation is headquartered in the USA,then formal complaints
will be registered with their statutory authorities and requests made
for further investigation to see how widespread these practices are.

At the end of the day the formal process of complaint may not resolve
the issues raised,BUT they will become a matter of public record