Dell wont let me cancel order? HELP!!!

Dell just dropped the price on MY configuration on the Dell XPS 1640 laptop and upgraded some choices I found like a faster 500GB hard drive. I want to cancel the order but they say I cannot even though it is in production when I called them on the phone. HOW can I have them cancel it??? Is there a SPECIAL number to call? Is there some kind of special wording I have to use??? Help please!!!

I'm sorry if help on this was provided before, but I need to cancel now!

Thank you!

 

Two options, call back and ask for a Supervisor.

or,

https://support.dell.com/support/to...t/dellcare/outstanding_issues?c=us&l=en&s=gen

Use the Customer Service option - not tech support.

 

They still refuse to cancel! What am I supposed to do?

 

Use the link or call your credit card company and tell them to kill payment. your cc company should be willing to do this. If you take a moment and complete the form I linked to, someone will contact you tomorrow and I am 98% positive you will not have any issues once you explain you want to order a different system.

 

Thanks BatBoy, I completed the form, basically I stated I don't have the funds finanically at this time to buy the system and I wanted it cancelled.

How is this support different in cancelling orders from calling?

They even want to charge a restocking fee of 15% if I return it! I paid ~ $800 on my credit card and used my entire credit limit from my Dell Preferred Account to cover the rest of the system. What do I do for the DPA?

What do I do overall? This is Dell-Hell!

 

Sorry to hear that... Now is not the time to be exceeding financial means.

Not sure really how to advise you on this - your first post led me to believe you were looking at placing a second order.

Hopefully, when the resolution specialist contacts you, you can explain your financial situation and they will cancel it.

Hope it works out.

 

Well, I am stating that because I am going to order the "better" system, I am just saying I don't have the funds right now so I can have it cancelled.

 

When they call you back, tell them the truth - that you want to order another system. Telling them you cant afford it most likely put it in the realm of 'that's your fault and you should know your financial situation'.

Think of it in the sense of buying a car and then telling the dealer that you cant afford it... What do you think they will say?

Don't get me wrong, I'm not trying to be insensitive, but it would've been better if you explained the facts... hopefully you'll be contacted by a decent rep who is willing to work with you.

http://support.dell.com/support/topics/global.aspx/support/dsn/en/cancel_order?c=us&cs=19&l=en&s=dhs

 

i tried to cancel an order to add 3yr warranty and dell simply said once a order is placed, it "cant" be canceled by the system or some sh*t.

well the 128gb ssd i ordered went out of stock and they had to cancel me order which shows they can cancel the order, you just need to try hard enough.


if they dont yet you cancel, then when for it to arrive and say its faulty and they will get a courier to come and pick the laptop up at no charge for a full refund. (they dont check if its broken, i did it once b4 with a netbook)
if you say you just want a refund, they charge you for the delivery but give you your full refund(exept delivery charges)

 

who ever in dell is telling you they can't cancel the order is just not telling you the truth

 

If I recall correctly, they can and do cancel orders if you call in requesting a change to your configuration. If you call in and say, "Hey, I decided that I want this higher resolution LCD, please change my order," they'll say, "Nope, can't do that since it has already been submitted. We can cancel your order and you can submit a new one."

If that fails, you have little recourse but to abide by the return policy, which gives you some number of days to return it.

 

refuse delivery for the win

 

I had thise same problem call this number and ask for Arun Kumar. He helped me cancel my order. 1-800-624-9897 ex. 7283898

 

Even I had to cancel my order which at first the sales representative was not willing to do.. Ohh I forgot I'd saved the chat conversation ..

Here that

01:37:46 System You are now being connected to an agent. Thank you for using Dell Chat
01:37:46 System Connected with ATG Belinda
01:37:51 ATG Belinda Thank you for contacting Dell Member Purchase Program Sales Chat. My name is Belinda and from now on I will be your personal Sales Assistant here at Dell. This is my email address for any further assistance: [email protected]
01:37:55 ATG Belinda How can I help you today?
01:38:04 Yogesh Mhatre I've recently made an order
01:38:13 Yogesh Mhatre order ID is 80*****67
01:38:38 Yogesh Mhatre I've forgotten to add "dell EDR bluetooth" in that
01:39:11 ATG Belinda May I have the name of your company or college please?
01:39:27 Yogesh Mhatre The George Washington University
01:40:16 ATG Belinda Please give me a moment while I check
01:40:22 Yogesh Mhatre Sure
01:41:51 ATG Belinda Your order is already in progress and we are unable to access it to make changes <--- The USUAL
01:42:47 Yogesh Mhatre Anything that can be done to add it ?
01:44:12 ATG Belinda There was an special price override set for this order <-- Yeah it took 45 mins long chat to get the best deal i could
01:44:27 Yogesh Mhatre OK?
01:44:37 ATG Belinda If we cancel the order and replace it the special discount won't be applicable (White lie, I would had rather wasted another hour to get the deal with bluetooth in it)
01:45:07 ATG Belinda If you will like to add the item to the current order please contact our ATG Online department on the phone lines
01:45:19 ATG Belinda please call 1-877-248-3731, Opt 2, Opt 1
01:45:27 Yogesh Mhatre I'm currently in India
01:45:42 Yogesh Mhatre its not possible for me to call
01:46:14 ATG Belinda I do apologize, but they don't have chat sessions
01:46:14 Yogesh Mhatre .. cant an extra $20 bill be just added to the order (Here is me, getting kiddish )
01:46:34 Yogesh Mhatre with that part number
01:46:42 ATG Belinda As mentioned above I am unable to access the order
01:46:45 Yogesh Mhatre can you please confirm this with your manager <---- Ok now I'm serious
01:46:57 ATG Belinda Do you have the information to contact your sales representative? (There she goes)
01:47:07 Yogesh Mhatre Robert harris
01:47:36 Yogesh Mhatre I mailed him immediately as I could
01:48:47 ATG Belinda Please give me a moment to try to contact your sales representative
01:48:55 Yogesh Mhatre sure
01:49:32 ATG Belinda Is the Bluetooth the only feature you want to add?
01:49:39 Yogesh Mhatre yeah
01:49:44 Yogesh Mhatre nothing else
01:49:56 Yogesh Mhatre DELL EDR 2.1 bluetooth
01:51:12 ATG Belinda Please bare with me for a few minutes
01:51:20 Yogesh Mhatre sure..
01:51:27 ATG Belinda I will be locating Mr. Harris
01:51:42 Yogesh Mhatre Thank you
01:59:44 ATG Belinda Please keep on holding. I have Mr. Harris on the line with me (Finally after 8 mins of holding)
01:59:53 Yogesh Mhatre Thanks
02:06:55 ATG Belinda Mr. Harris will be replacing the order for you, including the Bluetooth on it. He will need to cancel the previous order so you won't have a charge from it
02:07:09 Yogesh Mhatre Ok


So see..its quite possible to cancel the order, but the operators case is quite different now.. all the best

 

I have spent hours trying to cancel the order with every department I can think of. They WILL NOT cancel the order. They simply state from a script,

"Unfourtunatly this order cannot be cancelled because it is in the build stage right now, when this happens, our "cancel" button goes away and we are unable to cancel the order. You may return it once you receive your laptop for a refund".

I have spoke to customer service, order modification department, supervisors, managers, they ALL say the same thing and I have tried. I simply stated I wanted a different laptop from Dell (I actually want the same one so they would cancel the current one, but they lowered the price significantly) and they still said it cannot be cancelled because the "cancel" button goes away. I have received nothing but Dell-Hell.

As soon as this laptop arrives, it goes back and I cancel my Dell Preferred Account with Dell. 2K of the purchase was applied to my account and the rest was like $800 on my credit card. Dell Financial Services is NOT open 24/7 and I will NOT accept the 15% restocking fee!

What do I do that WILL work to have them return it and I don't get stuck with a 15% restocking fee????

In another thread, Cin' quoated the new policy on Dell cancellations, and it stated once the order goes into production, it CANNOT be cancelled. I understand that Dell receives parts as ordered from customers and does not keep an active warehouse inventory, so the thing was so many people cancelled orders with Dell, and they were stuck with excess parts. The policy makes sense, but the fact that they WILL NOT and CANNOT cancel an order, even for a modication is dumb.

How do I go about returning this system once I get it without being stuck with a stupid restocking fee?

 

Resolution Specialist Manager e-mailed me, called back, and was not there, transferred to different manager, said the order is about to ship out so I CANNOT cancel it and said I could return it if I want (under Dell return policy I presume!).

POOOOOOOR customer service!

 

Even if it does ship all you need to do is refuse delivery and there is no way they can hit you with restocking fee. Why not call your Credit Card company and tell them to not allow Dell to charge you ? Dell doesn't charge untill it ships and if they can't charge you the order will get canceled.

 

If the order is refused, it may not be returned to the right return location and I'm sure they give out a valid RMA# too?

 

You honestly cannot cancel a Dell order after it hits IP. How do i know? I'm a Dell sales rep.

 

Dell DOES have a retarded sales return system. When they ordered me a wrong configuration I had to go through the same system. Normal Dell reps and supervisors in the sales department cannot cancel orders after they've "gone into production" (IIRC it's ~24 hours after the order was placed). After that you have 2 options:
1. You should receive a call from Dell after a week or two (before laptop shipment) confirming your payment on a Dell credit card should you have used one.
2. After you receive it, accept shipment and then call Dell to schedule a return with no restocking fee.

I have only gone through option #1 but was advised by supervisors to go through option #2 which is normal procedure in the past.

 

I just cancelled an order that was in production / build yesterday.

It took me about 2 minutes and that was it.

 

it's funny how you can't get an order cancel, I have benn buying from dell for over 8 years and I have never been told I can't cancel an order. Call this # 1-800-624-9897, Ext-72 83898 this is the escalation department and explain to them that you need to cancel the order. When you email corporate they send your email to this department. F.Y.I Dell have moved most of there departments overseas, you will get a person from india.

 

yep ive cancelled many orders with dell. not ever a single issue