How do I cancel or modify an order?

I replied to your post yesterday but my post was deleted by dell.  So I post this again as dell does not want customers to know.

"Good luck with getting your full money back.

I orderded a laptop online in begin of June this year, called customer service right after the order went through. Talked to their sale rep, got connect to sales department right away. I asked the sales rep to add an upgrade feature to the laptop, he told me to wait until my order arrive then return it, then re-order. He assured that there'll be no fee for the return. He even emailed me with the estimates of my new order. It didn't make any sense, so I called customer service again to request cancel order. They transferred me to 4-5 different people, then claimed that their system was down so they cannot make the request. They told me to call back in a "couple hours". I called back in 2 hours, they told me the same thing, I kept calling back every 2 hours. After multiple times called back, they told me it's too late to cancel my order, it's already out...they told me to accept my order when it arrives, then call them for information to return.

I got the laptop about a week later, called customer service for return info, they emailed the tracking number and instructions to return. On their email, there was nowhere that they mentioned there would be a fee for return. I printed out the return address, and took it to UPS the next morning. 3 weeks later, I got a refund to my credit card. It's $108.79 less than the amount they originally charged to my account.

I emailed customer service and asked why it's not a full refund. They emailed me saying they charged 15% for re-stocking fee, and gave me the 800 numbers to call for further assistance. Called the 800 numbers, talked to about 4-5 diffent people again before they transferred me to re-stocking department. They claimed that my reason for return was not because something wrong with the laptop; it's because I don't like that model so they charged me. I told them the whole story again why I need to make a return. I don't think that person really heard what I said, all she did was reading from the script. She said she's from re-stock department so she cannot do anything about it so she tranferred me to customer care...what the heck with customer care?!!! They transferred me again to 4-5 different people again, then finally got to cancel/return department. Guess what they told me this time, "sorry our system is down, please call back in a couple hours".

"

 As you see, if you have inquires about purchasing dell products you'll get customer service attention right away.  If you inquire about cancel your orders, their system is either down or your order was already shipped.  Sound familiar?