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Order cancelled?
I recently ordered a laptop from the Dell website (last Saturday) and the order was confirmed and the total amount was debited from my account. I received an email yesterday informing me that my order was cancelled "because of a problem with the combination of components we cannot complete the order".
The email is very vague - can I get clarification on why the order was cancelled? I only ordered one laptop and insurance so I do not know why the combination would be problematic.
I rang the sales number that was included in the cancellation email but I was told that they couldn't help me with me request and I'd have to ring someone between 9am and 5pm. I work during these times so cannot call. Then I tried to submit an enquiry via Dell customer service email and it wouldn't send because the order number I was issued by Dell was invalid.
I need this laptop ASAP, have had no explanation on why the order was suddenly cancelled, and the customer support options offered by Dell seem to be pretty terrible.
Any response will be much appreciated.
MarkAuto
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Posted May 23rd, 2018 00:00
I have had a similar problem when trying to order a Dell server online. The order has now been cancelled 3 times with the same vague message.
Each time my engineer has modified the configuration using the Dell website configurator and as an extra precaution we asked the local Dell office to check the configuration on the last order before it was sent. They gave it the go-ahead but we still received the "because of a problem with the combination of components we cannot complete the order".
Surely the website should be able to check if the components are incompatible before making the order?
Why can't Dell tell us which components are incompatible so we can change them on the next order?
We are now looking at other solutions as our standard platform as we are not prepared to rely on a company that has such a disconnect between the ordering and assembly services.