Dell cancelled my Studio 1555 order - "Configuration Error"

I placed my order for a Studio 1555 on May 6 with ESD of June 1. It was in production from that date until yesterday morning (May 26) when I woke up to find that the order had been canceled.

Infuriated that I had ordered the laptop 3 weeks ago, and 1 week before it was supposed to arrive it was canceled, I called Dell looking for an explanation.

1. Spoke to Customer Care - they confirmed that it was indeed canceled (duh) and that I could place the order again (gee thanks!). I wanted to know why it was canceled and all she could tell me was that there was a configuration error.

Being reluctant to just reorder, I asked if she could tell me what was wrong with my configuration. She didn't know, but assured me that if I ordered again, there would be no problem (even though I would be ordering the exact same configuration)

I still did not want to, so she put me through to Sales, who apparently would have a better idea of what happened.

2. Speaking to Sales - They assured me that this would definitely not happen again if I placed the order. However, I did not believe them until someone could tell me what was wrong with my configuration. They still had NO ANSWER. They put me through to Tech Support to see if they could answer the problem

3. Speak to Tech Support - Still nothing. He looked at my configuration and said there was nothing wrong with it. But he would put me back to customer care and talk to them first to see if they could get an answer.

4. Back to Customer Care - Still nothing. At this point I was beaten down more than I was infuriated. So I reluctantly replaced the order with a new ship date of June 8 (but was told it should come sooner)

5. Still not entirely satisfied, I chatted online with Sales so that I would have a confirmation in writing that the error would not occur again. He looked into it and said it was a "technical error" and that an email has already gone out to ship ASAP.

My Configuration

T6400 (2.0GHZ) Core 2 Duo
4GB,DDR2,800MHZ
Vista Home Premium 64bit
15.6" 720P screen
ATI 256mb HD 4570
Soundblaster X-Fi card
Backlit Keyboard
Bluetooth
320GB SATA 5400RPM
Internal dell WiFi N card

Nothing out of the ordinary - any ideas what the problem is? Anyone else experience this insanity?

Thanks and I'll keep everyone posted when (if?) the laptop arrives.

 

Hey there!

Sorry for your prob's w/them cancelling your order. At least, it's reordered and on it's way to being built..and shipped to you! And, perhaps you will get it before the 6/8 ship date ~ As, Dell usually over estimates that anyways to protect from potential production probs, etc.

I had something similar happen when my Mini 9 was being built. It was stuck in production because of part delay form the manfuc...I spoke with my Rep, and 3 other Reps, and no one could give me the exact reason of the delay.

Finally, after refusing to hear the excuses..I spoke with a Resolutions Specialist ~ and they took control of my order going forward.

So, your not the only person this has happened to. It's unfortunate, but it happens...

You can't change whats been done..but you can do things that may make you feel a bit at *ease* with the situation. There is an *unresolved issues* form you may want to consider completing, and see what feedback you get from that.

Here is the link: https://support.dell.com/support/to...outstanding_issues?c=us&l=en&s=gen&redirect=1

Hope that helps, and you receive your new lappy soon!


Cin