DellConsumerSalesGuy's dashboard

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!

Most short codes DON'T have charges associated with them (Twitter, Google, etc.) They should allow access to these popular services in order to keep their customers. I'm using an unlocked iPhone on their service right now, but just as soon as another carrier (besides AT&T) comes out with a half-way decent phone, I will probably be gone and it will be FOR THIS REASON.

AND FOR THIS ONE: there are SOME short codes that work. I was at Walt Disney World last weekend visiting a new attraction where you are invited to text in a joke that will be used in the show you are about to see. Guess what? It worked. I wonder how much Disney paid for that?

But text Google? No dice.

Unless you have T-Mobile Prepaid or FlexPay and are trying to use short codes (Twitter, Google, ChaCha, etc.)...then you can't send ANY!

If there is a "conspiracy" involved, it is on the part of the handset manufacturers -- not T-Mobile. Believe it or not, they (and all other wireless carriers) sell the phones at a loss.

Two years is a good life for a handset, though. If you get more, congrats. If not, it was probably time to pony up the cash anyway.

Dell no longer sells P4s.

The return policy is 21 days.

You are doing the right thing by working with tech support -- that is why all of our computers come with at least a 1 year warranty.

But tech support doesn't have the "power" to authorize a system return outside of 21 days. I'm sorry that that expectation was set for you.

I know that you probably want a new machine "on principle"...but a working system is a working system and the warranty will continue to be there for your protection.

I wish you the best of luck as you continue to work with our technicians. I'm confident that you will get the issue resolved to your satisfaction.

I'm not sure why you were told that. This happened to me just the other day as I had ordered a Dell computer for my personal use. I simply called the carrier (FedEx Ground in this case,) gave them the tracking number, and had the package redirected.

We do use different carriers in different parts of the country, though, and that may be the issue here. Ultimately, once we give the package to the carriers they are financially responsible for it and are allowed to use whatever security measures they deem necessary to keep them from having to buy you a new computer if something were to happen.

Hope this helps.

When was the last time you had received a monthly statement? Generally inactive accounts are closed after a certain amount of time -- and that would be the only reason we would need to re-run your credit.

If you call and don't have your Dell Preferred Account number handy, you are asked for your SSN and your mother's maiden name to pull up the account and should be asked for your permission to do a "credit review". This is legal scripting that we are required to read. It will not create an inquiry on your credit report unless the account has indeed been closed. If it is open, it simply pulls up your information.

Please visit www.dellcustomercare.com to set up a return. Please note that most Dell products have a 21 day return policy and are generally subject to a 15% restocking fee if the return is not due to an error on Dell's part or a defective product.

You can also call 800-624-9897.

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.

I apologize about what's going on with your situation, Nicole. I wish I could say that your situation was isolated -- but it really isn't. There are different reasons this happens (sometimes our fault sometimes not) but it is usually always related to the use of the Dell Preferred Account and fraud prevention measures that have to be put in place for a financing product that is done without face-to-face verification or even a signature.

For others who may read this and place an order with Dell...PLEASE be diligent in checking on the status of your order. I recommend doing it daily. This way, if problems DO arise they can be detected. Your sales rep (if you ordered over the phone) isn't always going to be able to catch this for you.

Expediting laptops is pretty much impossible, since they are built in China and Malaysia and shipped over via boat.

The best thing I can say is (if you choose to continue to do business with us) reorder the systems using a credit card and work with your sales rep to purchase a carrying case or wireless mouse that you can wrap up along with our "Your New Dell Is On Its Way" card (while supplies last). It is reasonable that the sales rep that you work with (and their manager if necessary) will match the price that you originally ordered at. You might be able to get them to give you an additional discount on the system equivalent to the cost of 2nd Business Day shipping; asking for anything more than that will be a waste of your time.

I know this is frustrating but your loved ones will be getting a computer that was made JUST for them and after the emotions die down will have been worth the wait.

I know this probably isn't want you want to hear, but I'm just trying to be honest and save you time and frustration.

If you have any other concerns, let me know.

Thanks!