Dell Cancelled my Order without my approval

[The_Boaphile]

First I should mention that I am a repeat customer with Dell. This is not my first Dell Laptop. So how does Dell treat their customers? Repeat customers?

Well, Dell canceled my Order without my approval today. I placed the order for a Laptop for my sister, who is going to college in two weeks. The order was made July 27, 2008. Today is August 15, 2008. Nineteen days after the order was placed. Dell called me notifying me of delays twice, but today they sent an email telling me my order, which I have waited nearly three weeks for, has been canceled!

Canceled? I just spoke to a rep three or four days ago, after he called me, to ask if I wanted to continue to wait for my laptop, yes, I wanted to continue to wait. Of course I would wait a few more days! I've already waited for almost three weeks and need this computer in here preferable within a week.

So what do I do next? Well, call the number provided to follow up if I had any questions about this order. Questions? I need the computer I ordered. So first I speak to somebody that must have been in India. Now I have no problem with talking to somebody in India or El Salvador or where ever, so long as I really have someone, or their is someone that can actually help me. Oh, they can help me. They can basically take a new order. They call it "reinstate" but it's a new order as I, though I already waited for nearly three weeks, I get to go all the way to the back of the line and start waiting again.

I spoke first to one person, then the supervisor who both recited the same unacceptable answer and that is, sorry sir that is all we can do. Now I believe that the person who had to answer my questions, who probably does this all day long, truly does feel sorry for my circumstance. However, Dell could care less about me, the repeat customer, or the FACT that Dell made a mistake and bore absolutely no responsibility for it and would rather I go elsewhere than ever send them another penny. In fact, Dell could care less if I tell everyone I know about this or plaster it all over the web. You see, Dell has plenty of customers and this one customer who was kicked in the teeth can just go fly a kite and it won't hurt Dell one bit.

That is the reality of the level of satisfaction that I was able to achieve speaking to the polite employees of Dell who are only reciting the Dell Company Script. What I was able to read between these memorized empty apologies is this; "Tough Luck Dell Customer! We don't need you!"

Now that I have that off my chest. Does anyone think there is another way I can actually get Dell to pretend for a moment like they actually have "customer service"? How about Michael Dell's phone number? Suggestions?

[nomaxim]

Welcome to RR.

Did they ever actually charge you for the laptop?

[The_Boaphile]

No they did not charge my card. The issue is not the charges. The issue is the three weeks I have already waited and the fact that they want to move me to the back of the line now though my order was in July 27. I can't start this looooong wait all over again.

I should mention that the computer was on sale and a great deal. Perhaps they decided too great a deal and would rather just dump me...???

[nomaxim]

Originally Posted by The_Boaphile

No they did not charge my card. The issue is not the charges. The issue is the three weeks I have already waited and the fact that they want to move me to the back of the line now though my order was in July 27. I can't start this looooong wait all over again.

I should mention that the computer was on sale and a great deal. Perhaps they decided too great a deal and would rather just dump me...???

Actually it is a issue.

You were not, at least for this order, a paying customer. Therefore, you never completed the order.

You may want to read up on Dell's Online Policies.

7. Changed or Discontinued Product. Dell's policy is one of ongoing update and revision. Dell may revise and discontinue Product at any time without notice to you and this may affect information saved in your online "cart." Dell will ship Product that has the functionality and performance of the Product ordered, but changes between what is shipped and what is described in a specification sheet or catalog are possible. Parts used in repairing or servicing Product may be new, equivalent-to-new, or reconditioned.

May I also suggest reading up on the FTC's MAIL OR TELEPHONE ORDER MERCHANDISE RULE.

What You Must Do If You Learn You Cannot Ship on Time
When you learn that you cannot ship on time, you must decide whether you will ever be able to ship the order. If you decide that you cannot, you must promptly cancel the order and make a full refund.

If you decide you can ship the order later, you must seek the customer’s consent to the delay. You may use whatever means you wish to do this -- such as the telephone, fax, mail, or email -- as long as you notify the customer of the delay reasonably quickly. The customer must have sufficient advance notification to make a meaningful decision to consent to the delay or cancel the order.

Some businesses adopt internal deadlines that are earlier than those set by the Rule to ensure that their delay notices give all customers a meaningful opportunity to consent to the delay. If businesses fail to ship or give delay notifications by their internal deadlines, they automatically cancel the orders and make refunds.

In any event, no notification to the customer can take longer than the time you originally promised or, if no time was promised, 30 days. If you cannot ship the order or provide the notice within this time, you must cancel the order and make a prompt refund.

Since, you were never charged, you were never actually a paying customer (at least for this order). Even tough you agreed to a longer then 30 day time limit, Dell's policy is that they can cancel at any time, (#7 above) for a "Changed or Discontinued Product."
It may be possible that DELL follows the 30 day rule without billing you. (It is possible)

Is that the case?

EDIT:
I would also point out that you may, in fact, have agreed (per #7 above) to let DELL cancel your order.

[The_Boaphile]

Fine print and legalese are in place to prevent lawyers from getting involved and to prevent Dell from loosing the case. Lack of performance ensure a poor relationship with the customer and unfortunately, that is not something that Dell, a company far larger than the company I own, apparently can all too easily afford. That, is the point. Not the nitty gritty fine print. They had my card number and could have charged it any time they wished. They just don't charge till they ship. This conveniently allows them, and you, to say that I am not a paying customer. Forget the fact that I in fact am a returning customer. Irrelevant. Of course if you have the cash register drawer open, and I hand you the cash, just because you haven't tucked it away into each little drawer yet, does not mean that I did not buy anything yet. That is what I did. Tough luck customer! Dell is always right and we have teams of lawyers making sure we have covered our rear ends so we can say so.

[Steve R Jones]

Course, they can't ship what they don't have...Is the same model number still on their web site?