Dell Cancelled my Order! -=- Need advice

Hi, I need your advice with working with DELL.

I ordered a 9400 notebook on July 7th,
On the web it said it went into production on July 10-11th.
July 25, was still in production. HUH?
July 26th, USB wireless Keyboard arrives at my home. HUH? I didn't order that.
July 27th, I go to web site, and Log in.
My order doesn't show? HUH?
I punch search for order (cust#, order#, Postal Code)

It finds my CANCELLED order. HUH?
It finds a shipped keyboard order on July 25th. HUH?
It finds a new laptop order. in production.
​

I phoned Dell. They told me, my BlueTooth (BT) keyboard and mouse were backorderd 6-8 weeks, so on July 25th, dell canceled my order and set it up as two different orders, one with notebook and a second with just the BT keyboard

I asked them, why they couldn't just put my laptop together and send it, and then send the BT keyboard when it comes in.

They replied, "We can't do that." I asked them why they didn't contact me at all. or why they didn't "Cancel" my order on July 10th, and not delay my order for 2+ weeks. They didn't answer that. Just following procedure.
They said "Dell is putting a rush on the laptop now, and I should get it around aug 4th".

Hey, that is like 1 month after I ordered it. 2 weeks later than what was agreed upon. My summer vacation will be almost gone. Plus, what is this USB wireless keyboard doing at my house? (Dell said I could use it till the
BT keyboard comes, but couldn't explain what I am to do with the USB one)

What can I do? Do I have any demanding rights? or Any compensation rights? Like, give me 2 GB instead of 1?


I ordered...
I9400,CDP T2600(2.16GHZ)
1GB,DDR2,533MHZ,2 DIMM,I9400/E1705
80 WHR,9-CELL,LION,PRIM BATT,I9400/E1705
LCD,17-INCH,WXGA+,I9400/E1705
80GB HARD DRIVE,7.2K,I9400/E1705
WINXP MCE 2005
INT 350 BLUETOOTH WRLESS,I9300
INTEL PRO/WRLS 3945,A/G,DC,I9400/E1705
8X DVD+/-RW DRIVE,I9400/E1705
256MB ATI MBLTY RADEON X1400,I9400/E1705
3 Yr complete Care
* reinstall MCE-CD
* Large Backpack
* BlueTooth Keyboard and optical mouse
Delivered tax in 2160 Can$

I am not a gamer. I still run NFS3
I am a 3D Animator (3DS Max)
I edit video (premiere pro 2, Video suite)
I program (visual Studio)
I Graphics edit and Web Edit (CS2 and Macromedia studio)

I didn't think I needed the go7900, or the WUXGA..​

AGAIN, What can I do? Do I have any demanding rights? or Any compensation rights? Like, give me 2 GB instead of 1?

 

If you chat will dell and tell them about the situation they might give you like a $100 coupon or something... The $100 coupon you can then use to buy anything that's over $100. So you could get like a nice set of speakers for like free.... I don't think they will just give you like a free RAM upgrade, but they do give out a lot of coupons, I got one when shipping was delayed... Just log on and ask.

 

demand! today i helped my friend demand a lightscribe dvd drive upgrade for free for his hp.

The customer reps don't want to lose a customer, they will bend one way or another...haha
good luck with your order

 

I would try the chat first and see if you can get anything out of the sales rep./tech guy - otherwise, I'd try calling Dell's sales reps. again and explaining that your situation is unacceptable and want some sort of compensation for it.

 

Yea demand gift cards! I had an incident with newegg and they were stubborn and only gave me $20!

 

Thanks, I will give it a try, and report back what they compensated me with, if anything.
I might try for...
$100 coupon for 2 weeks late
$50 coupon for doing all this without contacting me
$100 coupon, cause I can now get the system cheaper by $102

 

Exact same thing happened to me but they gave me a free laptop bag as compensation. I know the value when ordering was like 50 bucks so ya... It took 22 days for the laptop to come. During that time i tried to convice my self to just get a sager 5760... still thinking about it lol.

 

Just got off the phone with dell.ca support (82 minutes).
They have just shipped the new order to me.
I started off, saying I probably want to cancel this order.
Told them I was able to configure a very very similar system now for $240 Cheaper. and without the BlueTooth Keyboard, that would be $300 savings.
Eventially the support person offered me a $200 coupon, and a note on my file that I can still buy the $60 BlueTooth keyboard when if comes available... Which is now a newer version for $119 (but for $60).

Said it should be at my doorstep this thursday. and I have till the 9th to decide if this $200 coupon code is what I want for compensation.

I will keep you updated.

 

Haha, that's awesome.

 

Well, Now it is the 4th, and purolator isn't going to get here till another 5 business days. I might not even see it next week!!! (holiday on monday).

So I ordered on July 7th, and probably won't see it till August 14th.
I guess I should just cancel my order? I keep getting the run around.
Keep getting conflicting reports. 4 days to ship,... should be there in 2 days. Now I am getting, "it should be at the border in 2 more days, and then 4-5 more days before it gets to you."
I must have spent about 6 hours on the phone now...

What should I do?!?! Your Advice would be welcome!

Have you ever heard of such a long delay?

 

^just cancel, but if you really want it ask for some sort of compensation for your troubles.

 

wow, that is terrible, BuB. How long does it take on average to receive a laptop after ordering it?

 

I got my lappy within one week using ground service.

 

did I just get lucky or something? I ordered mine on a Saturday, it was here on Tuesday.

 

My system was built, and shipped, faster than the website was updated.... sometimes there are delays.... and sometimes that just can't be helped.

 

Imho **** happens dude!

If I were you I'd take the coupon and see if I like the laptop. The time has already passed and there is not much you can do about it. I don't think this is typical of dell, but since it happened you might as well get something extra out of it.

 

and don't forget as it's two seperate orders, you can return the pc for a FULL refund within 90 days, and keep the bluetooth gear and coupon for a new order

 

August 11th, Got my laptop. Wow, the 9400 is quite spectular. What a messy desktop and lots of clicking and cleaning at first.

Because of all the problems, Dell has offered me $200 coupon, and paying half of the cost of the MX5000 BlueTooth Keyboard&Laser mouse.

TIP: in Canada Customer support... I always had better support if I went through "CustomerSupport > Want to Return your System" They were more compasionate. The people on that option of the automated call system are probably more experienced with customer support.

Thanks for your support.

 

Glad to hear you're happy with the new Dell. And yes, the delay is out of the norm. I've ordered 5 computers from them now, 3 different business printer items (and printer) and order ink and whatnot all the time...and delivery has always been lightning fast over the last 5 years...so you definitely experienced something weird. But that's great they took steps to make it right for you...THAT is what marks a company with good support and creates loyality.

They are flexible...when we got 3 comps at once...my Dad and I got them to throw in lots of extra mail-in rebates (some of which weren't honored later until a friendly letter from our lawyer was fired off to them...hehe...apparently our sales rep was a little eager to make the sale).

BTW - your tip above is KILLER. I think anytime I have a problem...I might have to "accidentally" end up in the "I want to cancel/refund" department. Those people are trained with scripts and offers to save the sale. Ever tried to cancel AOL? They'll give you tons of free months (back when they charged for service). Heck, a friend in college...I think he went for over half a year without paying that way...LOL

Anyway, thanks for the great tip...and for sharing your experience

CJ