Order Cancelled by Dell

Here is my horror story,

I placed an order for a 1720 laptop on 7/6/2007. The order was to ship on 7/19/2007. It was then delayed & a new ship date of 7/26/2007 was given. I called customer service & they apologized & could not tell me why my order was delayed. The rep said she would upgrade the shipping to overnight. On 7/24/2007 I called customer service & asked how my order was coming along. The rep told me everything was in stock & it would ship out for sure on 7/26/2007. Then on 7/26/2007 my order did not ship & was delayed a second time with a new ship date of 8/2/2007. At this point I was very upset. The rep I spoke with on the 24th said everything was fine & my order would be shipping on time. I felt that I was lied to by that rep. I called customer service again & asked what was going on. I was informed that certain items were on back order, but "rest assured" your order will be shipping out on 8/2/2007 as promised, & I would be getting a $50 coupon for my troubles. This was not satisfactory to me but I had no choice but to accept it. Then on Saturday 7/28/2007 at 5:45pm I received an email from Dell stating that "Your order was canceled under the Federal Mail Order Rule as we were unable to get your authorization to continue the order despite the delay." I didn't see this email until Sunday morning 7/29/2007. Immediately I called the number provided in the email 800/289/3355. The rep I spoke with told me my order was canceled by my Dell Preferred Acct & that I would need to speak with them regarding the matter on Monday when they were open. I told them that there was nothing wrong with my acct & that it was in good standing & had already been charged when I placed the order on the 6th of July 3.5 weeks ago. The rep & the supervisor were very unsympathetic & did really seem to care that I waiting 3.5 weeks for a laptop that was delayed 2 times & then cancelled for no reason. They just told me I needed to call Dell Financial Monday morning. So that is what I did first thing Monday 7/30/2007. The Dell financial rep said that everything was in order on my acct & that they DID NOT cancel my order. I explained my situation to her & she then said that I need to talk with customer service & transferred me over. The customer service rep was basically useless & told me I would not be compensated in anyway & I needed to place a new order if I still wanted a laptop... At that point I had completely given up on Dells international customer service & will NEVER contact them again. They were all very polite on the phone but would just tell me what I wanted to hear weather it was true or not. Then when my order was canceled & the note said by Dell Financial (even though it was not) they were no longer nice & cheery but short & rude as if I were some kind of 3rd class citizen who cannot pay for his laptop. I ended up placing a new order with a sales rep over the phone. He was very helpful & got me the same system I had previously ordered, but was not able to give me any sort of compensation for my past order. But said he would send a report of the incident to an "escalation dept" who would look into the matter. That was yesterday. Since then I have written a lengthy email to Dell detailing this matter.

Has anyone else had their order cancelled for no reason?

Here are my specs,
222-8602 Inspiron 1720, Intel Core 2 Duo T7300, 2.0GHz, 800Mhz, 4M L2 Cache 1 $1,363.00
313-5475 Expresso Brown Color with Microsatin Finish 1
466-8374 2GB, DDR2, 667MHz 2 Dimm for Inspiron 1720 1
320-5503 17.0 inch Wide Screen XGA+ TL LCD, Inspiron 1720 1
320-5468 256MB NVIDIA GeForce Go 8600 1
466-8379 160G 5400RPM SATA hard drive 5400 RPM 1
420-6556 Microsoft Windows Vista Home Premium Edition, English 1
313-5195 DELL RESOURCE DVD,BACK-UP,INSP1720 1
420-5769 Internet Search and Portal 1
420-5924 Icon Consolidation Application 1
420-6436 Vista, PC-Restore, Dim/Insp 1
420-6995 DELL SUPPORT 3.4,DIM/INSP 1
463-2282 Dell Owners Manual installed on your system,click on icon after system set-up to access 1
420-7026 Media Direct 3.3 1
420-7244 Dell Support Center 1.0 1
430-0493 Integrated 10/100 Network Cardand Modem, for Inspiron 1
341-4716 8X DVD+/-RW Dual Layer Drive 1
420-6464 Roxio Creator Basic 1
313-4783 Integrated High Definition Audio 2.0 1
430-2307 Dell Wireless 1390 802.11g Mini Card 1
320-5683 NO WEBCAM OPTION 1
412-0940 Security 30-day trial 1
312-0519 56 WHr 6-cell Lithium Ion Primary Battery, Inspiron 1720 1
412-0148 No Internet Service Provider Requested 1
420-6590 Microsoft Office 2007 Small Business Edition 1
950-3337 1 Year Limited Warranty 1
960-2780 Warranty Support,Initial Year 1
987-5457 Dell Hardware Warranty Plus Return To Depot, Initial Year 1
983-3120 Type 12- Mail-InService, 24x7 TechnicalSupport, Initial Year 1
987-8119 No Warranty, Year 2 and 3 1
430-2348 Dell Wirless 355 Bluetooth Mod 1
310-8628 You have chosen a Windows Vista Premium System 1
310-8319 Intel Core 2 Duo Processor 1
320-5803 Premium Dark Chocolate with Soft Touch LCD back color w/o Camera Insp 1720 1
466-7740 Thank you for choosing Dell 1
412-0943 Basic digital Music,Photo and Game experience 1
466-3921 No Preinstalled Software 1
420-7091 DataSafe Online Dim/Ins/XPS 1
420-7092 DataSafe Online Dim/Ins/XPS 1YR-FREE 1
987-4817 Insp Datasafe 3GB,1YR(Incl in price),DHS 1
988-0099 To activate your online backupaccount, go to Start, Programs, DataSafe Online 1
600-0002 State Environmental Fee for display 15 inches, less than 35 inches 1
Subtotal: $1,383.00
Shipping and Handling: $0.00

 

practically the same thing happened to me when i tried to order my 1520.
my order was cancelled for no reason, except i did not receive an e-mail like you.
i called back the next day, they reentered the order and now i have to wait even longer =.=
but i did get a 50 dollar credit and a free printer.....

 

that is a horror story. random cancellation!

 

It's really not dells fault, well I mean it is, they should have notified you better but really the reason it was cancelled is becasue of the FTC, they require that you give them notification that you wish for the order to continue aftetr the second delay. Their should have been a notice on your order status page and they also should have emailed you anotice when your order was delayed. If you got both notices and did nothing about it, its not Dells fault.

But then again, Dell never notified me on one of my delays, they don't seem to good at that.

 

Same thing happened to me, but with a 1420 ordered on 7-10-07.

Except I got a $100 coupon

Somehow, Dell created a new oder and canceled the old one.
My new ship date is 8-30-07.

The bad part is on July 30, after the date moved to Aug 6, I called, tried to move to a different LCD. The sales lady said let me check the status, "Oh, your laptop is in packing. It should ship soon. You will have it no later than Thursday."
Today, the order was canceled, and a new one created.