alanpdx
1 Copper

XPS15 Order Cancelled

My order for an XPS15 was placed on 10/31 with an expected delivery date of 12/8. Delivery date was important as I will be out of town for an extended vacation 12/22. Customer rep said no problem, deliveries are beating the estimated date.

I periodically checked order status watching it progress from preproduction to production. It looked like 12/8 was a sure bet. Then last week, I was shocked to see that my order had been cancelled and reentered with a delivery date of 12/23.

Called customer service and after 20 minute hold was told that I should call Dell Order Modification. Called DOM last Friday and waited another 20 minutes for a customer rep. She is very sympathetic and tells me to call back next week as orders can only be expedited after in production status. Check order website this morning and found that the order was in production status. Called DOM and after 35 minutes on hold, call dropped. Called again and after 45 minutes on hold (I'll never get that background music out of my head) finally got through to customer service rep. She tells me they do not expedite orders.

I tell her to cancel the order.

Michael Dell, if you are listening, you really need to improve customer service. After this, and other previous bad experiences with Dell, I likely not consider Dell products in the future.

Years ago, I had a very satisfying experience with Dell customer service when returning a defective monitor. Obviously, customer service is no longer a priority.

4 Replies
trumpetgurl
1 Copper

RE: XPS15 Order Cancelled

I too had similar experience with my order for and XPS 15 laptop. Mine was cancelled by Dell at the Production stage just a couple of days before the delivery date. After multiple attempts and waiting over an hour to get to a live person they transferred me again for another 20 minute hold and they tell me it was CC company. I had already contacted my CC company and had been assured that they had approved the charge inquiry from Dell. They kindly offered to transfer me to sales to place a new order at a higher cost . I would have to wait another 3 wks hoping that they wont decide to just cancel it again for no reason. WORST Customer Service experience I have every gotten from a technology company. It is no wonder Dell is in trouble.

COB9876
1 Copper

RE: XPS15 Order Cancelled

I too ordered an XPS 15 laptop that was supposed to be delivered tomorrow. Yesterday, they cancelled my order and re-entered it with an expected delivery date of Jan 6th. I have already waited 3 weeks for this laptop. After being on hold for over 3 hours, they say I should get a response in 1 to 2 days to get it expedited. After reading your post, it looks like I will have to just cancel the order. Going to report this to the better business bureau.

0 Kudos
aboveorigin
1 Copper

RE: XPS15 Order Cancelled

Mine just got cancelled today as well. ordered 11/27 with deliver date of 15th. sales rep told me ship out on 11th and receive by 15th. Checked online they resubmitted my order with new delivery date of 12/28. way to go dell deliver after christmas.

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Highlighted
ejyankees
1 Copper

RE: XPS15 Order Cancelled

Me too same way with unexpected order cancellation.

Estimated delivery date was dec 11

All this time it was in preparing for shipment and then today i checked and it was cancelled 

it is bad business

they have not 3even manage to let m ekno w out of courtesy 

i guess its time to look for another manufacturing or get a discount

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