Dell: we're really very, very shit

Today, I got two emails from Dell, who I bought two computers from on the 2nd December. The emails read...

Dear Customer, Your Dell order [25022564] has been cancelled because { Speaker} is no longer available. If you paid using a credit card any authorization will expire within 28 days. For other payment methods we will arrange a refund within 2 days - however please be aware it may take a few days for your bank to clear the payment. To place a new order, please go to www.dell.co.uk , or call Sales on 0870 906 0010. Thanks, Dell

I can't even remember if we ordered speakers on the two systems we bought from them. I do know that they've taken the money from our credit card, a month ago, meaning that even if they do give us a full discount, the money will go to giving us a credit balance on our card, and not into the bank, where we need it.

I also know we'll have to start again buying PCs, and that we've missed both the pre-Christmas bargains and the 'boxing day' sales that would have given us better PCs for less money. We ordered them when we did because we wanted them delivering then - yet Dell have delayed delivery twice before finally giving up on even trying to fulfil the order, and just cancelling it. Yet they've taken our money!

As if that didn't get me angry enough - and it did, believe me - I then spent over half an hour making two separate attempts to reach Dell by phone. Nightmare.

I'd happily firebomb their offices right now. Instead, I've sent them an email...

I'm absolutely furious now, about the cancellation of the two orders above.

Firstly despite saying in your cancellation email that orders made with credit cards would have their authorisation cancelled, you have in fact already claimed the money last month from my credit card. Even if you now make a refund we will have had to pay the credit card balance from our bank account, and your refunds will put our credit card into credit, which is completely unhelpful.

YOU SHOULD NOT HAVE TAKEN PAYMENT IF YOU WERE UNABLE TO HONOUR THE SALE.

Secondly, your customer service on the telephone is frankly shit. I have spent over half an hour on the phone this afternoon trying to speak to someone who wasn't either (a) a machine, or (b) unable to speak clearly in English. Listening to crap rock music waiting for someone from customer services is a painful, painful experience. Eventually the line goes dead and I just have to hang up the phone. How can you dare to call this "service"?

I am so disappointed by your service I cannot describe it. The whole experience, waiting over a month for PCs we have paid for but which you ultimately decide not to sell us, the execrable customer service on your telephone line, and the meaningless emails you send saying that the orders have been cancelled because"{speaker} is unavailable" - it's all just crap.

We now have to start again - except you've got our money.

Now I don't know what to ask for. Part of me just wants my money back, and I'll buy new PCs from someone, anyone, else. But part of me doesn't feel that would be recompense enough for all the frustration they've caused me today. I want Dell to have to supply me with the PCs I asked for - but at a massive discount. What are the chances of that, do you reckon?