Dell Double Order Refund / Cancellation Hopes?

Hi there,

I tried to order a L702x from Dell last week, and later got a call from my bank to say that they thought my account had been compromised and they had frozen the payment. I told them that no, it had been me who had ordered the laptop and they said that they would unfreeze the card.

I then went into Dell chat a day or so later and asked about whether they had had payment. "No" was the immediate reply and I was then told that the bank had not frozen but denyed and cancelled the initial payment. Knowing that the card was now fine I allowed the chat rep to order the same spec'ed laptop for me on my card.

Now I find today two emails with two separate order numbers and two separate customer numbers from Dell both for the L702x. Both are listed as "in Production". This double order is clearly the result of a mistake by the Dell chat rep in saying that the first payment had been cancelled. What do you reckon my chances are in calling Dell Order Support on Monday to get them to cancel both these orders so that I can start again with the good discounts available on the L702x this week?

 

Usually when you are in Production it is hard to cancel. (In times past, you used to be able to cancel your order up until the shipping stage).

What you need to do is get w/Order/Customer Service Support tomorrow & advise that you have 2 orders for the same lappy in production. And, you want them to cancel both (or if you made the decision to keep one, just cancel one). Advise in brief terms that there was a minor issue w/your CC & you have 2 orders as a result.

Are you in the US? Because normally when you place an order for a lappy your method of payment is charged a Pre-Authorization to your CC (to make sure the funds are available), and then it drops off in about 24-48 hours. You are then not fully charged until your order is prepared for shipping.

Also, when dealing with Reps either by Chat or Phone, always be sure to get a Case Number, name of the Rep that you are dealing with. It is your backup of what when on in the conversation & what is being done for you.

As for deals this week on the lappy, that is a "hit or miss". Dell always has deals "coming and going". If you have a good deal on your current order, maybe keep it? As we never know what the future will bring. If you got these 2 orders straightened out & were able to cancel them, how would you feel later when order & the currents discounts were not as good as your original? I've been there and done that with waiting on a good deal & passing up a current deal I knew I had wanted. : )

 

Thanks for that, I'm in the UK but I do have a chat session ID and transcript online where the rep specifically says "there's no risk of being charged twice" after I ask about it.

As for the deals I'll see about the outcome when I talk to them.