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Need an Order Canceled (Potentially) - Will I Have Problems?
(I updated this issue in the reply posted below; thanks.)
Hello, I hope you are well.
I purchased a laptop from Dell approximately 12 hours ago, but I am afraid of having a potential problem. While checking out, the page kept on timing out on me (at least a total of six times), so I had to start over again and again. At the end of checking out, when I hit the "Submit Order" button, it timed out on me once again and I saw a page with error codes. However, soon after that I received an e-mail with the subject "Dell Order Has Been Acknowledged."
When I checked my account at Dell.com, the order does not show up. I called Dell's customer service phone number and have talked to four different people. When I asked them to check on the order, two people told me that - from what they can tell - the order has not been placed, one person told me she is unable to find out, and one person suggested I wait until tomorrow (Monday) to find out if the order went through yet. I then asked them if I should place a new order, just in case, and then cancel one of the others if both goes through. The last person told me to wait, and the other three told me that I could go ahead and place the new order and cancel one of the two if I wish to, and that there should not be any problems.
I then came to this forum and started reading a bunch of threads and saw that a lot of people are having difficulties canceling their newly-placed orders. Will I run into this problem as well? I took the advice of three Dell customer service representatives and now am afraid that listening to them was a bad idea.
Also, if I do wish to cancel, what's the number I should be calling? I ordered a Dell Vostro 1520.
Thanks,
Victor
Thanks for the reply and information, Bev.
I just received an order confirmation e-mail from Dell less than three minutes ago. I have been checking the Dell.com Web site every half an hour for the last nine hours, and the site just updated with the order less than 15 minutes ago. The order status, according to the Web site, is "In Production." I have been trying to reach someone to cancel this order since this afternoon through 1-800-433-9014 and 1-800-456-3355, but there are not representatives available (there should be someone, as the Dell site lists that representatives should be available from Mon.-Sun. 7am - 11pm CST). Is there any way I can cancel this order as soon as possible?
I have been following up on this order since I placed it last night. Is there a representative here who can help me, or is there anyone who can direct me to a place where I can get help and cancel this order?
Thank you,
Victorshesagordie
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Posted April 26th, 2009 21:00
VicVicVic
Did you try calling 1.800.624.9897?
There are no Dell representatives on the forum that can cancel the order, this is basically a user to user forum, you need to contact Dell directly.
If, as you posted, the order is 'in production', acording to the FAQ I posted, it's no longer possible to cancel it.
Bev.
Thank you for the follow-up reply, Bev. I called the number you provided, and like the other phone numbers, the automated message told me to "try your call again on the next business day."
If I really cannot cancel this order, what would you advise me to do? I really would not like to pay any 15% restocking fees. Would it be possible to tell my credit card company to block the transaction? I'm just trying to think of anything I can do and have spent hours stressing over this issue.
Thanks,
Victorshesagordie
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Posted April 26th, 2009 22:00
Victor.
Sounds like you need to call Monday.
You need to contact your CC card holder about this, but I believe that you can only dispute a CC charge, after it's been posted to your CC account.
My advise would to, send eMails to Dell about the cancellation and keep copies of everything, for future reference.
I had the same problem in 2005, when I cancelled a Dimension 8400 computer order, within one hour of ordering and reordered another 8400 with a different configuration, but Dell still shipped both systems and I ended up disputing the charge with my CC bank and it took over 35 days to receive the full credit from Dell.
Bev.
shesagordie
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Posted April 26th, 2009 15:00
VicVicVic
See if THIS can help.
Bev.