3 Cancelled 1420's, 1 About to go through...Dell (EPP) CS Nightmare--Help!

Hello everyone...been lurking around here for a little while, decided to register and post my issue in an attempt to figure out what I should do. First, the history:

7/7/2007 - Ordered - ESD: 7/20/2007
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Inspiron 1520, Intel Core 2 Duo T5250, 1.5GHz, 667Mhz 2M L2 Cache
Dell CANCELED - no reason

7/10/2007 - Ordered - ESD: 8/3/2007
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Inspiron 1420, Intel Core 2 Duo T5250, 1.5GHz, 667Mhz, 2M L2 Cache
Dell CANCELED - no reason


7/10/2007 - RE-Ordered - ESD: 7/30/2007
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• Intel® Core™ 2 Duo T5250 (1.5GHz/667Mhz FSB/2MB cache)
• Genuine Windows® Vista Home Premium Edition
• System Color Alpine White
• FREE! 2GB Shared Dual Channel DDR2 at 667MHz
• Glossy, high contrast, widescreen 14.1 inch display (1280x800)
• Intel Graphics Media Accelerator X3100
• FREE! 160GB SATA Hard Drive (5400RPM)
• Integrated 10/100 Network Card and Modem
• CD / DVD writer (DVD+/-RW Drive)
• Intel Next-Gen Wireless-N Mini-card
• Integrated 2.0 Megapixel Webcam
• 6-cell Primary Battery and 9-cell additional Lithium Ion Battery
• 1 Yr In-Home Service, Parts + Labor - Next Business Day
• Free 3 GB Online Backup for 1Yr
Total Price $656.98

7/30/2007 - ESD Pushed back - new ESD: 8/3/2007
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8/5/2007
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Dell CANCELED - NO REASON

8/11/2007
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Called customer service (JoAnn Employee ID#01149283...but don't worry, you can't get ahold of her. She is part of their "outsourcing department", and has no extension, nor email...more on her later)
JoAnn informed me that I could re-order a new laptop, and be credited the difference. I asked if I upgraded any components would that hurt the credit. She said, no, it would not, just pay the difference after the credit. Told me to call back when the order has invoiced for the credit. In an extreme rush to get me off the phone, she so nicely transferred me to the sales department to order a new laptop.

8/11/2007 - Ordered - ESD 9/4/2007
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• Inspiron 1420, Intel Core 2 Duo T7100, 1.8GHz, 800Mhz 2M L2 Cache
• Microsoft Windows Vista Home Premium Edition
• Basic Alpine White LCD back color
• 2GB, DDR2, 667MHz 2 Dimm
• Anti-glare, widescreen 14.1 inch display (1280x800)
• NVIDIA (R) GeForce TM Go 8400M GS with 128MB dedicated graphic memory
• 160G 5400RPM SATA Hard Drive
• Integrated 10/100 Network Cardand Modem, for Inspiron
• 8X DVD+/-RW Dual Layer Drive for Inspiron
• Intel 3945 WLAN (802.11a/g) Mini Card
• Integrated 2.0 mega pixel web cam
• WHr 6-cell Lithium Ion Primary Battery
85 WHr 9-cell Lithium Ion Additional Battery
• 1 Yr In-Home Service, Parts + Labor – Next Business Day
• Insp Datasafe 3GB,1YR(Incl in price),DHS
• Dell Travel ExpressCard RemoteControl
Green = Upgraded from original config
Red = Downgraded from original config
Total Price: $1,468.59
In production: Boxing


8/29/2007 - Called EPP CS to get my credit
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So I figure my credit should look something like this:
New order price = [old order price] + [upgrades] + [tax on upgrades] - [credit for waiting nearly 2 months for a laptop]
~$870 = 656.98 + 200.00 + 200*0.0675 - [who knows]


Got ahold of [unknown name], told him about the credit. He looked at my config and said there are differences between the new and my old build (really? haha). Initially offered me a $50 Concession Coupon. I rejected that with a laugh...after a bit he offered me $75. I told him that a $75 credit would no where near cover the difference, and asked to speak to his manager.

Manager (Mohammad Ali Employee # 902594):
Told me there was "no reason on file" for my previous order's cancellation. Really? Thanks. He said something about how the difference in price between orders was more than $450, so it would not go through--even though HIS maximum credit he could dish out was $100. Side Note: As I have looked through the boards, I noticed that others were getting $200 credits...where are these coming from? He also informed me that JoAnn must have lied to me, stating that the maximum difference they can credit is $100. He also said that she lied, and that there are NO NOTES on my case #'s file.


I asked to politely to speak to someone who could actually help me, and he said the best he could do was the Escalation Department, and that they would contact me within 24 business hours. I asked for a number in case they do NOT, and he said he did not have one, and to just respond to my new case number's email that would be sent, which, surprise, has not yet arrived.

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So after seeing what I have been through, does anyone have any suggestion as to what to do next? This price difference is huge, and the deal I originally got in on does not exist at all. I'm not even sure the last guy wrote anything down

 

uh, did you cancel the 3 orders or did they? i am a bit confused on that part

 

They canceled the first 3. No reason, although with the first two it was probably because of double stacking coupons...so not too worried about those. It is the third cancellation that makes me mad, since it was a legitimate order.

I will update the OP

 

I got my order cancelled and was given different reasons by different people. What pisses me off the most was I was in boxing, my computer was done and they canceled it. It was to the point I am so fed up with Dell I ordered an HP. Now that I think about it there might be a reason Dell sounds a lot like Hell.

 

I have definitely considered going to HP, but have not found a decent option. I want the C2D and a dedicated gfx card, 14.1" or less screen, at a price around 800 or less. There is a deal going on right now but I have not found a config I like for the price.

Another thing is that I need this laptop for a trip to Vegas that is coming up on the 13th...so I *REALLY* need a laptop.

 

On page 3 already...this forum goes quick! At any rate, still looking for suggestions from anyone who has been in a remotely similar situation, or someone who has talked to the "Escalation Department".

 

You should have chatted about the canceled order, because they will send you an email with case # and chat log. Well, good luck!

 

i went through escalations i flipped on them.. they took care of any concerns i had though and gave me a 300$ credit to boot.. i will not post the direct number but your case sounds pretty good pm me if youd like it.. but i didnt give it out i dont need any calls from them ... i have a great deal and i am awaiting my system

 

I definitely would appreciate that number just in case they decide not to call tomorrow. Did they call you back? I see that you did get a pretty good deal on that 1520 in your sig!

Also, at what stage in your order did you go through escalations?

Thanks!

 

yes they did return my call it took almost 2 days though.. they tell you 24-48hrs.

i went thorugh escalations after 3 1500's had bad screens on them and i just about flipped out... i called and told them to cancel my order altogether.. i dont want another one..

the lady was trying to be nice and kept asking why i spent about a half hour explaining why to her.. finally after her continuing to ask me if i want another one instead of just cancelling i said i want to speak to you supervisor or manager.. she said i cant do that..at this point i told her i now need you name and id and i will be contacting corporate offices regarding this matter.. she then asked if id like her supervisor.. duh.. insn't that what i just asked you for.. her supervisor was as dumb as a box of rocks as well.. so i asked for her boss after this.. she told me all she could do was send my claim to escalations.. which i said sure ill give that a try.. (i was livid at this point and trust me is was said very sarcastically), i then recieved 2 calls.. one from a gentleman who said he was from corporate and had listened to my call since they randomly record them.. he several times apologized and told me he would have escalations contact me right away... they did ... within about 2 hours after that i received a call... they were about the only help i had through the whole deal they were great to deal with and did pretty much anything i asked of them to resolve the issue..

 

they cancelled your orders because you didnt call them to allow them to continue delaying your order. IT'S THE LAW.

 

einhander, that is not true. They can only use that law as an excuse the SECOND time an order gets delayed. Not the first. Go ahead and read the direct2dell blog again.

At any rate... I have had a *little* success (baby steps..) by posting a message to Dell's Forums. Nobody from the Escalation Department called me back, and I have no way of contacting them. Unfortunately, I couldn't use zfactor's number he gave me (thanks again) since it was for Dell Home and Small Business. Maybe that is the main problem... does Dell EPP have major issues?

 

OK, I finally got ahold of the escalations department. They had to call ME, and nobody would give me their number or extension directly. So basically, the escalations lady informed me that I got a really good deal on the laptop in July (no **** lady), and that prices had gone up in August after my order was canceled, and I was told to go ahead and order a new laptop. Just when I was about to plead my case, either the lady hung up on me, or the call from India got dropped. I called back and had to leave a "message" in my case # for the damn escalations department to call me back. I am not expecting to be able to convince them that due to their error in canceling my order without contacting me once, I need a credit. The credit is for $612. One hell of a price jump there Dell...I would not recommend purchasing a new 1420 at their current prices. She also informed me, before the call got "disconnected" that prices on components had went up hundreds of dollars since I last ordered. Somehow this whole ordeal is my fault. I also would not recommend purchasing a Dell unless you NEVER intend to call customer service for anything other than trying to get a $100 or less coupon.

So now, I have my 1420 (and am typing on it), and am going to have to return it since the first lady from Dell CS that I talked to flat-out lied to me about receiving a credit of ANY kind for re-ordering. My first purchase date was on July 10, I received *A* laptop on September 4, nearly two months later, and now am faced with returning it.

I am frustrated beyond belief with this order. Needless to say, I will no longer recommend Dell when people ask for my expertise. I will also recommend that my University move their purchases to another company that actually upholds their part of the bargain and does not lie to their customers.