I have just completed an online chat session - see below. Not sure this will be of any help - it sure wasn't to me. But it may save you some time. It looks like we are stuck without an Xbox one (and really disappointed kids on Christmas) or will have to purchase at much higher prices than we could have gotten through Monday had this company had the courteous of letting us know about the issues with their service. Thanks Dell!
Initial Question/Comment: I logged on to dell yesterday to check on the shipping status of my order and got a message that the order was changed or canceled. I have received an email confirmation that the order was being processed on Friday after I made the purchase and have not received any other communications indicating the order was being cancelled. Please let me know what the problem is with the order.
8:57:05 AM
System
We apologize for the long wait time as we are currently experiencing heavy chat volume. We appreciate your patience. If you need to check the status of your order, please log on to www.dell.com/orderstatus.
10:10:46 AM
System
You are now being connected to an agent. Thank you for using Dell Chat
10:10:46 AM
System
Connected with Bilal_Ahmed1
10:11:15 AM
Bilal_Ahmed1
Welcome to DEll customer Support. My name is Bilal
10:11:21 AM
Bilal_Ahmed1
How may i help you today?
10:12:48 AM
Bilal_Ahmed1
I do not intend to rush you, but are you getting my messages and are we still connected?
10:13:27 AM
Susan
yes
10:13:41 AM
Susan
my question is above
10:13:41 AM
Bilal_Ahmed1
Ok
10:14:03 AM
Bilal_Ahmed1
May i please verify th name on the account?
10:14:17 AM
Susan
10:14:38 AM
Bilal_Ahmed1
Thank you
10:15:03 AM
Bilal_Ahmed1
Susan , I see that your order has been cancelled
10:15:18 AM
Susan
i did not cancel it
10:15:34 AM
Susan
nor have i been notified by dell it was cancelled
10:16:38 AM
Bilal_Ahmed1
As it was ahuge volume during black friday and cyber monday, there has been many problems with X-Box orders
10:17:33 AM
Bilal_Ahmed1
I do understand, Susan
10:17:45 AM
Susan
i dont - so please help me
10:17:53 AM
Bilal_Ahmed1
I apologize for the inconvenience
10:18:18 AM
Bilal_Ahmed1
But once the order is cancelled there is not much we can do about it
10:18:46 AM
Susan
but i did not cancel it - nor was i told it was cancelled - i have been waiting for it to arrive
10:18:49 AM
Bilal_Ahmed1
There was a part unavailability and also the shortage of parts
10:18:56 AM
Susan
dell needs to make this rigth
10:19:03 AM
Susan
right
10:19:23 AM
Bilal_Ahmed1
We are deealing with many problems regarding Xbox Orders
10:19:38 AM
Bilal_Ahmed1
Yes Susan, We are trying to fix this issue
10:20:01 AM
Susan
how?
10:20:13 AM
Bilal_Ahmed1
We will notify you
10:20:28 AM
Bilal_Ahmed1
But as of now , you have to reorder it again
10:20:56 AM
Bilal_Ahmed1
I am extremely sorry for that, Susan
10:20:59 AM
Susan
that's not an acceptable response - i ordered it on black friday for a better price than i can get today from any vendor.
10:21:16 AM
Bilal_Ahmed1
But i may not be able to help you in this regard
10:21:54 AM
Susan
i will need a name and number of someone who can
10:22:03 AM
Bilal_Ahmed1
I understand your concern, but in this regard i may not be able to help you.
10:22:28 AM
Bilal_Ahmed1
You have to reorder it again through our sales team
10:23:03 AM
Bilal_Ahmed1
In order to get assistance, I will get your chat connected to our sales department right away as they will be able to help you out with this. Or, I would request you to please contact our Product Advisors at 1-800-289-3355 Monday through Sunday 8:00 AM CST to 9:00 PM CST to assist you on this matter. You may also contact our Product Advisors by doing a Live Chat. Link for Live Chat is:
http://www.dell.com/content/topics/segtopic.aspx/sales_chat_core?c=us&cs=19&l=en&s=dhs&~lt=popup&~ck=mn Live Chat is available 24 hours a day, 7 days a week. Or email them at Us_sales@dell.com
10:24:38 AM
Bilal_Ahmed1
I have not received a response in over a minute. I request you to please respond within the next two minutes to allow me to continue our chat.
10:25:58 AM
Susan
im here not sure there is much i can say at this point - i am disappointed in this experience, conversation, and results
10:26:33 AM
Bilal_Ahmed1
I am sorry Susan, But it has been a problem for all the Xbox orders
10:27:13 AM
Susan
then that is a dell problem that the company needs to fix
10:27:18 AM
Bilal_Ahmed1
I do apologize for this. I understand how frustrated you might be
10:27:38 AM
Bilal_Ahmed1
But as of now the order is cancelled
10:27:53 AM
Bilal_Ahmed1
You have to replace the order through sales
10:28:00 AM
Susan
yes i understand that - but don't understand why it was cancelled and who did so
10:28:38 AM
Bilal_Ahmed1
It was actually cancelled due to the part unavailability
10:28:58 AM
Bilal_Ahmed1
All the Xbpx orders got cancelled, Susan
10:29:13 AM
Bilal_Ahmed1
I do apologize for inconvenience
10:30:08 AM
Bilal_Ahmed1
But in this regard i am afraid to say that i am not be able to help you out
10:31:19 AM
Bilal_Ahmed1
I am sorry to sat this to you
10:32:24 AM
Susan
why was i not informed immediately so i could order elsewhere
Us too. We ordered the xbox one 1tb with fallout 4. We have just spent the morning being sent in circles on the telephone trying to get a result. No luck. They didn't even email us to tell us the order was cancelled and we only found out when we checked our order status today. My husband was able to speak to someone on the phone and he asked for an xbox at the same price we had originally ordered it but the best we were offered was an xbox 1tb with fifa for $50 more. I do not understand how this company stays in business with this kind of customer service. If we had at least received an email about the cancellation we could have shopped elsewhere. Now all the good sales have ended and we are left frustrated and disappointed.
Try microsoft.com today - their 12 days of Christmas sale is for an Xbox bundle with free games - one choice is Fallout 4. Total price is $399.99 - 1TB plus lots of extra games (Gears of War, Assasin's Creed, some kind of 30 classic video games bundle, plus one of your choice). Better deal, better company! Hurry though since the deal is only for one day.
Its funny how they told you all the orders got cancelled. I actually got mine in the mail yesterday only to find no extra controller or fallout 4. After being on hold for 1 hour i wad told they are aware of the issue and opened a case. Im supposed to here something in two to three days. Not holding my breath
Just received this from Dell - 4 days after the last automatic email saying they would be in touch with a similar bundle/price within 24 hours. I gave up and purchased elsewhere. But for anyone else hoping they will make this right.
We are contacting you regarding your recent order XXXXXXXXX for the Microsoft Xbox One Fallout 4 Bundle. We were unable to ship the Microsoft Xbox One Fallout 4 Bundle due to stock unavailability from Microsoft, but have an alternative bundle to offer you at the same promotional price.
We would like to offer you the same 1TB Xbox One Console with a comparable game bundling that includes Fallout 4 and FIFA 16 (Dell Part A8676465) at the same promotional price. To take advantage of this alternative offer, please call
1-800-247-2076 and select Option #3. Hours of operation areMonday – Friday 8:00 A.M. CST – 9:00 P.M. CST. Please reference your previous order number to ensure you are receiving the same great price.
This offer is available only until
December 16, 2015.
We value your business and again sincerely apologize for any inconvenience that this may have caused.
I just got an email saying they are giving me 30 dollar credit because the system didnt come with a headset as advertised. What about the extra controller and game. What a total crock of ***. Like im going to order something else from dell.
marleneartsandc
4 Posts
801
2
Posted December 2nd, 2015 09:00
Us too. We ordered the xbox one 1tb with fallout 4. We have just spent the morning being sent in circles on the telephone trying to get a result. No luck. They didn't even email us to tell us the order was cancelled and we only found out when we checked our order status today. My husband was able to speak to someone on the phone and he asked for an xbox at the same price we had originally ordered it but the best we were offered was an xbox 1tb with fifa for $50 more. I do not understand how this company stays in business with this kind of customer service. If we had at least received an email about the cancellation we could have shopped elsewhere. Now all the good sales have ended and we are left frustrated and disappointed.