Won't allow cancellation- where's the logic in this?

I was stupid and placed an order for the XPS 1530 when it was on sale during their "12 Days of Deals" special before properly shopping around. Of course that same night I find that I can get a much cheaper laptop with better specs, so I call the very next morning to cancel. After being put on hold for 45 minutes, I finally get through to a customer rep who informs me that he has canceled my order and to expect a confirmation email. Sounds good to me, but 2 days pass and I do not receive an email. My order moves into production after I called that Saturday, so I send them an email yesterday (2 days after being told that my order was canceled over the phone) asking why my order status is "In Production" (with an estimated ship date of 12/18) as opposed to "Canceled." Their response was that its too late to cancel- its moved so far into production that I must accept the order and then ship it back.

I have made orders before from dell, and have canceled orders much much later than 12 hrs after placing the order. Why did they change this policy? I called today to make sure I would not pay any restocking fee or have to pay for shipping and they informed me that I wouldn't. It sounds really stupid because they would be losing money from the shipment costs on their part, but now I don't know if I can trust anything they say (Of course I need to call their horrendous customer support hotline and expect another hour wasted from my life to go through the return process procedures). Should I send another email to get it in writing or does anyone know if they have a written policy regarding this online? I know I will never ever consider shopping there again

 

Im not surprised.
But even for any customer support (of any company) always call twice to double check. I always do. You have to.

Im assuming it already was charged to your credit/debit card?
If not, suspend that payment and refuse to pay for it.

 

It's pending at the moment. Is it too late at this point since they probably got authorization already? It will probably take weeks before I see the money back after I return it (maybe even years considering how terrible their customer service is)

Called card company and they told me they can't suspend it because the transaction has been approved. Great- now I can look forward to dealing with dell customer service this holiday which means at the very minimum, 1 hour of hold time and 1 hour of my life down the drain.

 

Oh, that sucks. Oh well.

I wish you luck. I know i had none when i had a worse problem than you.
no offense.

Heres mine if you wanna read...

 

What I want to know is what happens if I wish to *edit* my order- they will tell me to just cancel and reorder from the beginning like always right? Can I trap them this way? They couldn't possibly be stupid enough to just ship this order and a "second" order and ask me to return the first for a refund right?? But then again this IS dell we're talking about where logic has no place in their institution... (this ordeal has made me so pessimistic)

 

As far as I know with Dell...you are able to cancel your order as long as it's not about to be shipped.

So, I'm a bit confused as to why they are telling you this. As long as you haven't received notice that its been shipped...


Cin

 

Im not sure, but after the order is being built, i think it cannot be edited anymore.

 

But I've *edited* an order before in the past- they essentially canceled my current order and redid the order from scratch with the desired changes (and put me at the end of the line in terms of production and shipping date after that of course)

And Cin', that's what I thought too, and I've canceled before much much later than 12 hours, which is why I asked whether this was some new policy of theirs (maybe to secretly charge restocking fees?). This was their email response which was no different than what a representative on the phone told me:

Thank you for contacting Dell Online Customer Care.

Because your order has already crossed the production stage, I am unable to cancel your order.

Please accept delivery and if you decide not to keep the order, contact Dell Consumer Customer Care at 800-624-9897 within 21 days of the invoice date for a return authorization.


Sincerely,

Neetika Singhroha
Rep Id: 116451
Dell Online Customer Care
http://support.dell.com



This is bullsh*t and makes no sense. Instead of keeping it at their factory, they're going to pay to ship it to me, and pay for me to ship it back (and leave me worried about whether it makes it back safely or not), and force me to put up with their POS customer service line yet again.

I called them the very next morning after the order was placed, was told verbally that it was canceled, and now have to go through this ridiculous ordeal because dell doesn't even want its own product back

 

You are supposed to be able to cancel the order up until it's shipped.

They should not be giving you an issue for this.

Have you called and tried speaking to a different rep to have it cancelled?
(Still, you shouldnt have to go thru this). And, giving them your order number..simply stating you want to cancel (dont' go into detail) just tell them for now you need to cancel..and will possibly, revisit ordering again at a later date.

Also...you are not supposed to be charged for your notebook until it is being shipped/invoiced

Hmmm...but it's ok for Dell to cancel someones order in the middle/toward's end of production when something is on backorder..and have to input everything all over again.

Maybe, I'm being feisty right now..but something's not right here..with what your going thru.

And, always...always...get a *case number* from the rep you are dealing with..in fact I always ask for it for whatever I am calling about or issue I am having...This is your link to a *history* of what has been going on with your order! They will usually email this to you!

Cin.

 

The amount has been subtracted from my account as a *pending* transaction. I've tried to suspend it like ahl suggested, but my banking company told me they couldn't do it because the transaction has already been approved. I split the cost between a debit and credit card and my credit card limit reflects this *pending* transaction which is something I can't really do anything about right now at least from the credit card company's end

I've had more than my fair share of issues with dell (both with the ordering process and technical issues with their products) yet I stupidly came back for more so I was only asking for this. This is the absolute last straw as I am sick of dealing with their customer service line

They also know when I called to cancel though because the representative I talked to told me that they can see the call history on the order number (the rep I called today referenced the date of the call too) (also the guy who I called the very next day to cancel told me he would send an email of the cancellation but of course he conveniently doesn't and my order moves into production but this should not matter as it has never mattered before in any of my prior order editing or cancellations). This is just ridiculous and stupid and illogical

 

Hmmm. Well, if it get's delivered you can always refuse delivery.

Or, once it's shipped you can request an RMA..for the return.

Or, like suggested..try to just call..and see if you can cancel with a new rep, or ask for a Supervisor.

Cin.

 

I was told that if I refuse the delivery, that would complicate things much more

I don't know if I want to deal with another hour on hold. I came really close to losing it this morning but ended the call early instead. How does this policy make sense in anyones mind? I'm trying to save dell money from shipping costs for crying out loud

 

And, it can ...What I would do is as soon as you receive it....Call and request a RMA and get that rolling!


Cin

 

You can cancel up until it ships. Contact your bank/cc/whatever and get the charge reversed *now* if Dell does not cancel it.

Tell the reps that you will not hang up until your concern is addressed.

 

I've called my bank and cc- the charge will stand as pending and my credit card limit will reflect that charge.

I guess I will be at the phones again tomorrow then. Its bad enough dealing with this now, but I do NOT want to worry about the laptop during the holidays (expected to ship Dec 18 and has 2 day shipping so just in time to ruin Christmas of course) as it is being shipped back if I decide to go through with their idiotic policy I have been told to follow thus far

 

I think if you do as Greg, and others have suggested..it may work for you.
I know it's hard right now cuz you are frustrated with what you have been put thru.

But first thing tomorrow morning..call and get it cancelled....you have that right up until it's ready to ship!
It stink's because being a *consumer* we should not have to go thru things like this. I work in Acct. Mgmt. and, I would never ever treat a customer like this. I would do what my client wanted, and do what had to be done to keep them happy..and come back again sometime for a potential purchase / sale But, that's my thinking


Cin.

 

Thanks everyone. I will try calling again tomorrow. I just know they're trying to hit me with a 15% restocking fee so I think if my calls fail, I will refuse the delivery and just wait longer for my accounts to drop those pending transactions.

I can't believe how stupid I was to even think about shopping at dell again

 

Good luck to you! And, I know it's hard...(I always say this)...but try to think a bit positive..that this situation will turn around for you..and perhaps you won't get hit with a restocking fee...(as there is no reason that you should be).

My Mum and Grandma always told me to *kill people with kindness* that are not very nice or have a bad attitude. I have found that most times it works..but you have to kill with kindness, yet be firm and head strong on what you want!

Keep us advised!


Cin

 

Ok I tried calling today and the good news was that I was only on hold for 10 minutes. That's about all the good news though.

The service rep fed me the same BS- they can't cancel the product because it has moved into production. I told her I have canceled before and that I have talked to people who have also canceled before while in the production stage. She replies with the same line- we cannot cancel orders in production. I ask to speak with her supervisor. She repeats her line. I start to get annoyed. I asked her if I would have to pay for shipping and if I would be charged a restocking fee. She does not respond. I told her I am refusing the order. She told me I should accept the order and go through the whole refunding process. I told her I would do it if I got in writing first that I would not have to pay return shipping costs and restocking fees. She said she can't do that. I tell her I am refusing the shipment then. She hangs up on me.

I called up my credit card company and they told me that the situation is ridiculous. They took my information and called up Dell. They then called me back and told me they would annotate the situation on the pending transaction (this basically amounts to nothing)....



Soooooo...

What should I do?

1) Pay to return the product and get hit by the restocking fee (I don't care about the delayed time it would take to receive the credit back)

2) Accept the order, pay to ship it back, and get hit by their restocking fee?

So I called a little earlier to see the order status after this circus, and my product has now light-sped ahead to the boxing phase!

My advice to the future brave souls who decide to purchase from *H*ell: threaten to cancel your product and they will expedite the entire process.

 

While googling "Dell refuse shipment" I stumbled upon this link:

http://forums.slickdeals.net/showthread.php?sduid=0&t=1060480&dealalertmsgfinal=1

This makes me really believe that Dell's new policy is to prohibit customers from canceling orders (and possibly earn money from charging "restocking fees"). Have they been slammed really bad by the current economic atmosphere? All I know is that Dell has sunk to a whole new low in my book

 

Hey..I just read your last two posts and ...sorry.

I think you should accept the delivery...call and get the RMA.

Refusing delivery could cause more confusion in itself.

By doing the RMA you are doing it properly and will have it all documented.

That would be my suggestion to you. And, I think this way..you can avoid any potential *restocking fees*...Though I really haven't heard from fellow peep's that hey have been charged the restocking fee upon a return!

Let us know what you decided to do and keep us updated on your *ordeal*


Cin

 

They will already not refund the initial shipping cost. If I accept the shipment, I will also be out the cost of the return shipment as well. Its a lose-lose situation no matter what and I am bleeding money from this whole ordeal. I want to at least save myself an additional $50+ shipping fee.

I called a rep about 2 hours ago asking about whether I would be assessed a restocking fee should I refuse shipment and I don't think she understood what I was asking, but she told me that as long as the return is within 21 days, I will not be charged a fee. I do not believe a single word of positive news that comes out of any of their service rep's mouths any more, and their online policy states that unless its an error on their part or some defective product was shipped, they will charge a 15% restocking fee. This is a very slick move on dell's part from a business perspective, but a very sleazy one on all other levels. My younger brother who is in college needs a new laptop upgrade and I know one place he is not getting it from. I will make sure other family members and friends hear of this too. I hope dell enjoys their ill-gotten free money from this ordeal.

 

Yes, I understand your frustation....as long as you get it returned within the allotted 21 days for return..I don't think you will be charged a restocking fee.


Cin

 

The item shipped today. Expected date of arrival is Dec 16. Will be refusing the item from delivery person

Some of my dates and information has been wrong (I did not have to pay for shipping for this order- it was free during this winter special promotion- I've been so angry that I overlooked this huge detail). Also, I said I sent an email 2 days after calling, but after checking my email history again, I actually emailed them the very next day after the phone call regarding the cancellation. I'll post a time line and a will update with how much money I lost from this ordeal to help anyone out in the future who find themselves in a similar mess

Friday evening (12/5)- completed online order for M1350 (estimated shipping date: 12/18).

Saturday morning (12/6)- called Dell to cancel order (50+ minutes of hold time). Was asked why and told rep that it was because I found a better and cheaper deal laptop from a different company. He acknowledged the cancellation and told me to expect an email within 24 hours regarding the cancellation.

Sunday evening (12/7)- After not receiving the cancellation email, I go through the "Contact Dell" link to ask for a confirmation of my cancellation. My product has now moved into the build stage so I am puzzled as to why my order is still moving forward. I think nothing of it since I the rep on the phone told me that my order was canceled.

Tuesday morning (12/9): Received an email response from Dell- they cannot cancel my order because my order moved into the production stage.

Tuesday noon (12/9): Called Dell (~45 min hold time) asking why I was bluntly told I could not cancel my order and they tell me that because I moved into production, I cannot cancel my order. Was told to accept the package and start return authorization process should I not like the product once I receive it. Also sent an email response letting them know that there was no way I was keeping the product, and asking how to start the return process which is ridiculous because the product is still sitting in their factory. I call my credit card company and they told me it made no sense and to try to talk to Dell again, but they will keep a note of the pending transaction that cannot be canceled because it was already authorized.

Wednesday afternoon (12/10): After encouragement from notebookreview posters, I call again (~10 min hold time), questioning their logic about refusing to cancel my product. I tell them it would be easier for everyone to just keep the product in the factory where it would be returning to anyways. Rep bluntly tells me it cannot be canceled and repeats it no matter what I say. I get peeved and tell her I am refusing the package. She tells me to accept it and get a return authorization. I tell her I will only do so if they pay for return shipment and guarantee I will not be assessed a restocking fee. She says she can't do that. I tell her I see no point in accepting the package and will refuse it. She hangs up on me. I call up my credit card company telling them about that last phone call, and they ask me for my information and call up Dell. They then told me that they would also include this information for the pending transaction. That evening, my product leaps into the boxing phase.

Thursday (12/11): Receive an email response from Dell regarding my last email asking about how to expedite the return process. For the first time throughout this whole ordeal, they are apologetic about the whole experience. They ask that I still accept the package and return it should I decide not to want it within 21 days. Also says that if I refuse the package, they will begin the refunding process once they receive the package back.

Friday (12/12): Notified that my product shipped in the afternoon.

Saturday (12/13) Finally received tracking information at 1:00 AM: Package picked up at 12:12 PM (on 12/12; est delivery date: 12/16). Called FedEx 1:01 AM to send product back to sender. Learning my lesson from last time, I called FedEx again at around 10 AM to confirm that in fact the package is being returned to the sender. I split the charge of the laptop between my debit and credit card, and before there was only a pending charge on my credit card. As of this morning, there is now a pending charge on my debit card.

 

Aaah..I feel bad for your *saga* on the above and what has happened. I wouldn't be happy, either.

Hopefully it will clear up soon, and be off of your debit card. It may take several days though, after Dell receives it back and processes the return/refusal internally

Cin

 

From experience and not sure it's going to happen to you, I also refused a computer from Dell with their new policy and it caused more headaches. This is what happened:

After contacting Fedex to return the package, everything goes as planned but then someone at Dell must have thought the order didn't ship so they resent it to me. I was in utter shock - what the duece? Long story short - it made things worse when it was something so easy. I too don't understand what these Dell representatives are doing and I feel your pain.

 

That's terrible Xcitado. Did you have to eventually pay to send it back and did they charge you a 15% restocking fee?

 

Sorry for what you went thru! This is where I have an issue with Dell. Dell needs to provide their Reps with more intense Training on Good Customer Service.

Such as: when they tell a customer something..they follow through, they don't pass the calls from one rep to another, they are more understanding and willing to listen to the situation. And, remembering that the Customer is always right & having a *Let me see what I can do for you* attitude..so so important!

Cin

 

That would have gone a loooong way for me. I wonder if that one rep I spoke to Wed had some rude caller before me because she was agitated from the very beginning, which didn't make it easy for me to stay calm after a while

 

It would've if she would've listened to your needs....Sometimes people just don't do that, and they are programmed to *hear what they want to hear*.

It's unfortunate. I think if everyone in Customer Service had a smile on their face when they answered the phone..it would shine thru on the other end. That is the truth it does make a difference...between both parties

Maybe sometime in the future..you will run into someone that has a role in Customer Service..that goes above and beyond for you, and lessens what has happened to your ordeal with Dell, just a bit


Cin

 

I've dealt with Dell plenty of times before- my parents used to always purchase their products for me and my brother before we left for college and were able to make up our own minds about what laptops we wanted (although their products did not last, their pricing reflected it so we had no issue shopping with them, especially since it was fun getting a new computer every so often). They have been nothing but accommodating during all our previous issues, even going above and beyond at times.

The Dell I've been dealing with these past few days was not the Dell of yesteryears.

 

Just wanted to update- I finally received a full refund today (initial shipping was free and I refused shipment so I wouldn't have to pay for return shipment costs, so not sure if they would have deducted the shipping amount for any future people who find themselves facing the same situation but according to their online policy they would have done so).

 

wow thats really a horrible experience. personally with dell sales/support i have had a brilliant experience both in malaysia and the UK, but then again i buy via small medium business so its not the same as the consumer support.

one thing though, i always have horrible experiences with their indian call centre. i think they're severely under trained, and some of them are clearly just reading blindly from a script....

the emails seem to go offshore, the calls seem to be handled locally for business channel.

 

I am glad you got your refund ..but just sad for you, for what you had to go thru to get it.

Companies like Dell, need to concentrate on keeping the customer happy vs. having one walk away.

*Word of Mouth* spreads like wild fire's..and that's the worst kind of bad rep a company can get. Makes new customers potentially rethink that branding

Cin

 

Well I've got to admit I overreacted as well. This is their busiest time of the year (should have just expected the wait time and popped in a DVD) and my angst was compounded by my worries that I would not get a full refund, but in the end everything worked out and in a timely manner (all things considered- I wasn't expecting to see my money back until the end of January at the earliest). My brother ended up buying a Viao after I dissuaded him from getting a Dell during this ordeal, but I think he was leaning that way anyways. I did eventually get an apology for the ordeal. If Dell had some ridiculously good deal in the future when I'm shopping again, I would consider buying again from them.

 

i didn't get an email about the laptop i cancelled either.. but i think it did cancel since it no longer shows on my account at dell.com

the dell reps are terrible and from all over the world. i could barely understand the last 2 reps i talked to. last year the customer service was pretty good when i got the 1420.. but i'm hearing that the customer service has gone down the drain this year.