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Dell Advice: Order in October for Xmas Delivery
I placed an order today with Dell and after Dell charged my credit card, the website communicated to me that my order would not arrive in time for xmas. I called Customer Service and asked them to cancel my order. The CSR rep told me she could not cancel the order. I asked what I could do to get the gifts by xmas and the CSR rep said I should have ordered in October for December delivery. Totally unacceptable. Now I have to go through American Express to question the charge and create a charge back.
I’m angry
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Inappropriate?Justin:
You may have figured this out by now, but orders placed online take 24-48 hours (sometimes a bit longer) to actually BE placed. It is strange and frustrating (for us, too) but if you order something and then immediately call us, no one is going to have a record of the order at that point.
So that's why you were being told you couldn't cancel the order.
24-48 hours after placing the order you should receive another communication from Dell with your actual order numbers on it. You can use these numbers to cancel the order.
A dispute with AMEX shouldn't be necessary since the charge is not actually sent through until the system ships. When you place the order, an authorization hold is sent through which is NOT a charge. If you are able to confirm the order numbers and then cancel them before the system ships, then the card will never have actually been charged.
I'm sorry that you were told that you needed to order in October to get the system by Christmas -- not true -- but for most systems you should have ordered them at LEAST 7-10 days ago.
Hope this helps. -
Inappropriate?Does anyone have the phone number for Western Webb - I have half an automated delivery call on my voicemail but no number to call back on...
Help!!! -
Inappropriate?I ordered an ±$1800 laptop on Dec 5 and the estimated shipping was 5-7 days. Then it changed to Dec. 19, then it changed again to late Jan '09. After 3 days and 10 phone calls, all the while getting bounced around the Dell system, I checked this website to see what others were saying......I just cancelled my order with Dell because they can't deliver what they promised. Dell's customer service is awful (if you can understand them thru the thick accent) and the final straw was the recording that advised me all disputes are handled by arbitration. Screw Dell, I'll vote with my wallet on this one.
I’m sad
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Inappropriate?I'm about to order a Dell 15.4" laptop but after read a few posts in different forums regarding order change or cancel, I have to hold my thoughts.
Is Dell's customer service so bad now?
I’m frustrated
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Inappropriate?I don't really understand how the order change/cancel policy would be of concern to you regarding a potential order. In an abundance of caution, why not just be sure of exactly what you want at the time you place your order...then you won't have to change it...?
The policy, by the way, is really similar to anything else you'll see out there in life. If you go to a restaurant and change your mind on your entree 5 minutes after you place the order...your server is going to have to go "cancel" the other order with the kitchen, and will then be told by the kitchen to re-submit your new order. They can only start cooking once this happens, and the amount of time that it takes to cook your "2nd order" is what it is.
Sometimes, the person in charge in the kitchen might choose (if everyone else's food in your party is almost ready) to "steal" your food from someone else's order so that your wait will be minimized. This is, also, what it is...but it has to be managed very carefully and will add a small delay to all other orders behind you. It is a slippery slope and, if not managed properly, can cause the whole operation to crash and burn.
With as large of an operation as we have at Dell, this change/cancel policy is the fairest to the majority of our customers and the easiest to manage. Not because we're lazy, but because an increase in "management" of issues of this kind ultimately will increase the price.
Sorry for the lecture, but I thought it was worth the background perspective. If you have any specific concerns, let me know.
Thanks!
EMPLOYEE
