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3 Posts
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1618
October 14th, 2009 11:00
Order Cancellation
I ordered a Wii Game this morning. When ordering, they said they should ship in 1 or 2 days.
When the order was completed, shipping date is in 2 weeks.
When going out for lunch, I found the samething at the shopping center.
Back at the office, I called them to cancel the order, since it's still "In Production" but they don't want to cancel it ?
In their web site, they wrote than you should normally be able to cancel any order that are "In Production".
It's the first time I have to call them and I'm not impressed with their customer support.
I called them back less than 3 hours after the order so I don't understand why they don't want to cancel it since it has not been shipped.
What else could I do ?
paradox715
3 Posts
0
October 14th, 2009 11:00
This will likely become a big headache for you.
I had a similar problem where i ordered a laptop, called to cancel it before it shipped, but they wouldn't let me. Then they sent it to me and want me to return it. Customer service says I get a full refund verbally, but I can't get them to put it in writing. There is a part on dells site which says all refunds are subject to a 15% admin fee unless it's a defect or dell error.
. Even when I talk to my CSR and tell him to email me written confirm he says he'll do it later because of various excuses, but never gets around to it.
Their customer support phone system is down this morning too. It is absolutely terrible anytime something happens "outside the box". They don't care, or don't have the authority to deal with the issues. I would probably not buy Dell again except that their pricing is competitive, and so few other retailers offer laptop customization in Canada. (most only customize for US delivery)
So I'm on day 21 now, still waiting - hoping to return, but not sure what the hell is going on, and not wanting to return if I'm paying a 15% charge.
yvesbrault
3 Posts
0
October 14th, 2009 11:00
That's what they said me also, just call back when you receive the stuff.
We'll get you a refund and pay the shipping cost .
No mention about that 15% fee....
I already bought from them several times before. I really like their fast and free shipping and everything went well up to now.
First time calling them for a problem and they can't fix it.
I'm now looking to buy 37" to 42" television, but if I can't fix that problem, I'll buy it somewhere else for sure.