Dell's poor customer serivce

I'm helping one of my friend to purchase an Alienware gaming laptop during the 72 hours discount, and Dell's customer service is a complete disaster.

My friend first purchased an older model of the m15, later realized the new m17 is what he likes. Then he contacted dell to cancel his first order, and proceed the second one. After several phone calls and numerous online chats/ emails, dell cancelled the wrong order. 

And being Sunday today, no one picks up the phone. FFS. Who knows if we can still get the discount when they have their mistake corrected. Making customer to pay for their mistakes, what is this joke.

And this isn't even the first time, they shipped me a laptop with the wrong specs when I bought mine last year. Worst customer service I ever encountered.

Couldn't Dell Canada just hire someone that lives in Canada and speaks English?