Problem with order status and EPP?

Hello all,
I placed an order through EPP on 8/20. I have been checking up on it till just a few hours ago.. but since about an hour ago. The item is no longer showing up anywhere. Even the phone status indicates the order cannot be found. Is anyone else having the same problem?

And its the weekend... so no customer service to call.

 

Hey there,
Sorry for what you have happening right now.....I have EPP also...and yes phone support is closed on the weekends.

However, Dell Chat is still available:

http://www.dell.com/content/topics/segtopic.aspx/sales_chat_index?c=us&cs=6097&l=en&s=eep&~lt=popup

I prefer to never use chat...but in this case you may want to give it a try, since they are open today. At least you will be able to get some information as to what is possibly happening. I know it say's Chat is for help w/configuring or purchasing your system..but they may be able to advise, somewhat! Also, I wonder if there is a situation w/the Automated number and online account status?

Go to your EPP site at the top the page it says:

Buy Online or Call 1-866-535-3578. Click to Chat.
Just click *Click To Chat*, and be sure to get a Case number and log of the conversation (by e-mail, or you yourself copy it).

Good luck to you!~


Cin

 

I have a 1530 order being made right now and i did have the exact same issue Friday night. Earlier in the day everything showed up, but that night the automated phone service and online status check said the order wasnt on file, but its ok the next day everything started showing up again so i guess it was a glitch in the system. I sent an email to dell asking about it but they never gave me a straight answer but i dont care as long as they didnt cancel my order on me a second time without me telling them to.

 

I'm having a strange experience with an EPP order as well. I ordered a Studio 15 on 9/17 and received an email order confirmation with an order number on 9/19, but I have yet to see the order status in my Dell account online

When I log into Dell and I see a message that "There are no recent orders to display." I've also tried the feature "Find missing orders" to no avail.

My credit card shows the charge, and when I call Dell for an order status, the recording says that it is in the "boxing stage" of production with an estimated ship date of 9/29.

I have two concerns....one, why the order doesn't show up in my Dell account, and two that if the order doesn't display on the website, that I won't be able to track the shipment once it leaves Dell.

I am reluctant to call a customer service rep about it because I'm worried that in their efforts to correct the problem they will somehow cancel the order.

Any thoughts?
Helen

 

happens all the time. I've ordered through my EPP several times, the orders never show up in my personal account online, even though I logged in with that account during checkout and paid with my dell preferred account.

When you got the confirmation email, there is the order number in there, and it should be a hyperlink. click that and you will get an order status page.

 

Thanks for your response.

I had been trying to click on the hyper link within the confirmation message to no avail....it simply went nowhere. So I finally typed in the long URL and was successfully linked to my order on the Dell website.

The biggest shock of the day was to see that the online order says that the computer has shipped! It surprises the heck out of me after all I've read about recent order delays. There is no tracking info yet, but I will keep an eye on it.

Thanks for your help.
Helen