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RD
Ridge Digger
1 Message
0
10116
December 23rd, 2008 11:00
Canceling an Order
My wife placed an order through American Express in early December for a Dell Studio Hybrid. By the time it got into the Dell system it was Dec 15th. I asked my wife about the computer and found it won't ship till Jan 2nd. We wanted this as a Christmas gift, my bad for not checking sooner. So we want to go get a computer local and cancel the Dell.
I call customer service and they tell me it's too far into production and can't be cancelled. I asked them how long it takes them to build a computer? If it's ten days that's pretty poor, trying to point out that there is no way this thing is in production if it won't ship for 10 days. Finally they tell me to return it once I get it. Having read the website, I tell them I'm not interested in paying a 15% restocking fee. Then they tell me they'll waive the restocking fee.
So lets' boil this down... Dell wants to pay to ship the computer to me that I don't want AND pay to ship it back instead of just cancel it??? It just sound fishy to me that I won't have a problem on the return end.
I escalated to the customer service manager on duty and got nowhere. Is there anything else I can do, I don't want to hassle and can't believe Dell wants to waste two shipping costs???
DELL-Debbie G
30 Posts
280
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Posted December 31st, 2008 10:00
Hi Ridge Digger,
I'm sorry to hear you had trouble with customer service. If you still need help or if you had to pay restocking fee please message me with your Dell order number and I'll see what I can do.
Sincerely,
fisher0800
1 Message
280
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Posted January 20th, 2010 11:00
Any one have a case of this working. I called this number and was told once in Production there is no way to cancel. I actually want to cancel the order to order a more expensive setup and can't seam to do that.
the SAME thing is happening to me, apparently once the order status is "in production" you cannot cancel the order, which is ridiculous because for my order, once I received the order confirmation the laptop was already "in production" so basically there is no way to cancel. I was just under the impression that DELL had speedy service but instead it takes almost half a month to build a laptop and ship it to a customer. I bought another laptop instead for immediate use, don't have time to wait half a month for a laptop I need for work. Why would a company like DELL not have an option to cancel an order I've called multiple times, talked to several representatives on live chat and the same thing is happening. Now I have to either wait till the 28th for it to SHIP and send it back once I've received it, or just call the credit card company to cancel the payment. I am extremely unhappy with this situation
dave110256
7 Posts
280
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Posted January 20th, 2010 13:00
I've bought 3 laptops since my post in this forum, neither one was from Dell. It's unfortunate that so many people have had this problem with their orders and Dell is SOOOOO slow to build and ship. They're losing lots of sales (including me) for just this reason. Dell makes a great computer but so does everyone else and you can buy exactly what you want elsewhere, cheaper, and no waiting. I bought many computors from Dell and even Had a business account with them but they did nothing to satisfy me. Just thought I'd give an update over a year later and say I stayed true to my promise of not buying from them again.
dave110256
7 Posts
280
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Posted December 23rd, 2008 11:00
It doesn't seem like Dell really knows what customer "support" is. We've been begging for them to send our computer before Christmas and have gotten nowhere.......this will be out last Dell Purchase for certain! And word of mouth is everything in sales no matter how large your company is......