adilzakir
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Worst Experience ever after 9 years of being a loyal dell customer

I order a Dell 13 7000 2 in 1 series 10 days, After 9 days my order has been cancelled without my consent or any notification. This was meant for remote work that I do and I was waiting anxiously for this Laptop and all of a sudden they cancelled it. 

I called customer service and they told me it is because order was taking too much time in processing and now it is out of stock. When this laptop parts were out of stock how in the world they took my order. After wasting my 9 days without even notifying me they cancelled my order on their own will. 

I called sales and they told me they cannot order this laptop anymore and I have to wait 15 more days and they can't entertain any other laptop similar or higher price in the same price range. This is the worst experience I have encountered in my 9 years. I have purchased around 7 dell laptops in these years and this is freaking frustrating and bizarre (pardon my language). Dell has to compensate me on this either they process my order with any laptop of same config or higher in the price I paid or they'll lose their loyal customer. I always thought Dell has the best customer service and I had it previously but now they're getting worst and don't care about their loyal customers anymore. 

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Moderator
Moderator

RE: Worst Experience ever after 9 years of being a loyal dell customer

Hi adilzakir,

Thank you for posting your comments on the Dell Community Forum Customer Care Board. Please accept my apology for the cancellation of your order. We strive to provide all our customers with a satisfying and enjoyable purchase experience.

A system's shipping date, as provided by a Dell Sales or Customer Care Representative, or on the Dell Web site, is an estimate only and is not guaranteed.  Usually, a system or product will ship on or before its estimated shipping date.  Occasionally, however, vendor-related issues may delay the manufacture and subsequent shipment of an order.  Please understand that in such situations, the assembly of your computer cannot be completed until the necessary parts have arrived at Dell.  I apologize for any inconvenience this unforeseen delay may have caused.

Generally, when the need arises to cancel an order due to delay in completion, you will receive an email regarding the necessity to cancel the order. Please check your spam filter to be certain the notification did not go there.

Dell does not receive payment for an order until the products ships. Dell will notify the bank the order has been cancelled and the funds will be released from hold. If the bank has not released the funds in anticipation of the transfer to Dell, you may dispute the charges with your credit card company.

It will be necessary for you to place a new order for a product that is available to ship. Dell does not compensate for cancelled orders.

I trust this information is helpful. Should you still need assistance, please reply to my email and provide the requested information so I may access your account records.

Thanks,

Lorna


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