how to cancel my order?

I am also trying to cancel an order that's still processing before it gets to production.

I've sent a message with my order number. Thanks.

liquid fox 00,

Can I cancel my order?

Change/Cancel Your Order with Dell

Rick

Thanks Rick.

I understand how to cancel my order i'm just worried that by the time I get to someone in CS to do so that the product will already  be "in production" and I won't have an out. I am certainly going to try to cancel it first thing in the morning but want to cover my bases in case something happens.

I have an order of M11x core 2 duo that's already shipping but I didn't realize I didn't order the i5 until it was too late, I went ahead and ordered the i5 on Sunday but have realized it's just not necessary for me.

I don't want to have to pay shipping and restocking on an item I don't want.

There really needs to be a delete order button like every other online retailer in the world, it would make things much easier and Dell's PR and CS would be better for it.

The situation is completely my fault and not Dell's I just don't want to end up with two laptops to pay for that are basically the same thing.

Hello, hopefully someone can reassure me right now.

I spoke to a CS rep while my order was still in the "processing" stage in order to cancel it. I was assured probably 10 times that the order was in fact canceled and that I have nothing to worry about.

Later this evening I check on the status of an order i'm waiting to ship and also the one I canceled and now the "canceled" order I do not want and went through the proper procedure to cancel has a changed status of "in production". I am really hoping that this is not the case right now. Is there a certain amount of time before a change to an order will be reflected on the status page?

I know Dell is very quick to place an order in the "in production" status so the consumer can't change their mind but I called to cancel hours before this status changed. Also it's weird that when I asked for a confirmation number I was told that this is not how the Dell system operates.

I am extremely worried that when I call in the morning again that it's going to be the same old song and dance of "we have no record of your call" and i'll be up a creek with two computers.

Yup they did the same thing to me too! (check out my post a few above this).

Apparently Dell's staff lack the appropriate skills to work with customers.

Since then, I have stop buying from Dell.. this is horrible service!!!

Only reason why I'm here is because I'm getting emails lately from this board... otherwise I wouldn't be on here.

Well if anyone actually cares here's an update. Dells terrible CS reps strike again. After repeatedly being reassured by the CS rep that my order has been canceled (I canceled during processing) the following day when I checked the status of the order it was "in production" and now today when I checked the status it has "shipped".:emotion-12: Thank a lot Dell, i'm really happy right now. I've been a long time customer with no prior issues with the company but this really bothers me. I now have two computers shipping to my house this week and I know damn well when I try to return one of them i'll be hit with the 15% restocking fee because they couldn't do their job. Complete bull! Gonna bug the crap out of customer service when I make a return request and it definitely won't be with an Indian rep. I need to make sure that whomever I am speaking with is grasping what i'm saying even if they can't or won't help me.

liquid fox 00,

We've been communitcating privately about this, so I don't feel you will have a problem returning the computer without being charged for restocking.  It is documented that you tried to cancel the order before it shipped, so you have a couple of options for the return.  You can either contact Customer Support for a Return Authorization Number, or you can just refuse the shipment.  Here is the documentation from our website that shows what I'm talking about.

Regards,
Robert

18543042

Thanks for the help Robert.

I'll try a return when I receive both systems thanks.

Well so much for returning one of the systems.

I received the first of the the two computers being shipped to me today and decided to get the wheel rolling now and return this one because well I have it here and I can send it out and just keep the second one when it arrives.

Get on the phone to create a return authorization, explain the situation to first rep, get transferred, explain to second rep get transferred and finally get someone willing to help me, great! Not so great, now here's the thing I know these guys are just reading the script and doing their jobs so I hold no ill will towards them for towing the company line but this call was painful.

The guy would not activate the return procedure unless I paid restocking and shipping. I explained that this is Dell's error as I canceled one of the orders while it was in the processing phase and that I shouldn't be held responsible for returning one of the systems. He agreed that I did call to cancel (they do have a record) and that Kumar did attempt to cancel the order but once they have entered the information they have no control on whether it will accept the cancellation or continue on the order process. How the hell does that work? So the people that have to accept the cancel calls don't have direct access to actually do so? Weird.

So we argued back and forth about the situation to the point where I am fed up and ask him how much the shipping and restocking is going to cost me. He replies $180. $40 for shipping, $140 for restocking. While i'm sitting here thinking about  just saying eff it and paying the fee and getting the return going the rep i'm speaking with pipes up and says he has another solution for me. I'm all ears!

He tells me that if I choose to keep the computer he is authorized to credit me $140 for being a long time customer. I start laughing and he can't find the humor. I ask him if Dell is trying to keep me as a loyal customer then put the $140 towards the fee of a return and i'll pay the difference. No can do.

I get fed up now and tell him i'll think about it.

Keep in mind here that i'm not returning a computer because I can't pay for it or am going elsewhere. I'm returning it because one order that I placed that I was told was canceled is also shipping to me this week and i'm not paying for two nearly identical systems.

I'm sure at the end of all this i'll be paying a shipping and restocking fee, I just need to vent a little.

Is there a North American call center. There has to be for all the people that get fed up, it's probably just not advertised.

Sorry you are still having problems, as I said before, I'll be happy to assist you with this.  Please contact me privately.  Thanks.

romeo1965,

Can I cancel my order?

Change/Cancel Your Order with Dell

Rick

I also need to cancel my order ASAP

I also need to cancel my order ASAP

I am also trying to cancel my order that I placed on 11/13/13.  It says in production, but it was a pre-order of an xbox one console.  Due to the projected shipment arrival, I found a different product and would like to cancel this one.  Any one had any experience with resistance while trying to cancel an order when it is in this stage of production?