Dell cancelled my iXPS2 order!

I ordered an iXPS2 from Dell Feb. 24th at 11am. I got a good deal with the $500 off and all. I was pissed that I got charged tax without an explanation as to why, but gave up that battle.

Now, over the last weekend of Feb. I decided I wanted to get the 4yr at home warranty since it was only going to cost me $80 more than what I would have paid without it. Sounded like a good deal. So I try to get someone to put that onto my order and modify it. I tried to call EPP, was told there'd be a 5 minute waiting time by someone I could barely understand, and 30 minutes later hung up. I tried again later and they were closed. Then I sent an email to customer care and the person responding said they could and also couldn't help me with my issue. Then I tried to get on the chat and see what was going on and the chat locked up and employee again told me they couldn't help me. So I tried calling EPP again and same story as before. Then I posted a message on the forums and Samantha told me to call CC _again_. They told me to call EPP _again_.

Now this time I'm on my cell phone during my day at college. Someone did answer the phone, spoke at least understandable english, and FIXED my order. He fixed it and made it right so I'm happy now. I checked the order status last night and it was already processed. For some reason this rep put my employer as the ship to address and I wanted that changed to have my name in there too so as not to confuse UPS/FEDEX (and anyway my employer had nothing to do with this purchase, Penn State was the member ID for discounts because I go there).

BUT THEN this morning some asshole cancells my order after it's fully fixed WITHOUT notifying me and WITHOUT my permission. So now I have no iXPS2 on order, no clue wtf is going on, and again being pushed farther back in the wait list for this machine.

Does anyone have a supervisor/manager/someone who actually knows what the hell they're doing's phone number or email? I'm pissed; I want compensation; I want my order to be fixed. $2700 is not pocketchange!

Yeah, but a new one was never created. I never got a new order number and when I run searches I can't find a new order number.

I'm not going to get screwed because they offer people multiple prices for things. That's their problem. I paid for my system and I got the $500 off, 12% member discount, 2% DFS discount, and $100 MIR. That was the promotion and that's what I want and what I paid for. They couldn't deliver it to me on tuesday or wednesday of this week and had to wait until thrusday (when the $500 off expired) to put it on. If they don't want to honor it then this is just going to escalate higher and higher. I guess this moron at customer service cancelled my order at my request to put my name in the shipping address and didn't reorder.


So I'll ask again; does anyone have an email or a method of contacting someone at Dell who can help?

Ok, seems I was being a bit impatient running around like this instead of waiting for my EPP rep to email me back. The first email I don't know if he noticed, but the second one he did.

It turns out that because I had an original order for the iXPS2 with the 1yr warranty and then cancelled that and re-ordered with the 4yr warranty the original cancel did not go through fast enough and therefore auto-denied my updated order with the 4yr due to credit limit issues. Now I'm a total n00b about how Dell operates on these orders. This is my first ever purchase from them so I had no idea they don't refund my money fast enough. To top it off I still haven't received that DFS welcome kit thing (which will likely come tomorrow).

I emailed the rep twice as I said and mentioned that I was getting concerned and nervous and needed this system for college (which I do. I need something to 3d design and program on before summer). I also was concerned about the shipping date getting pushed back by my falling back in line for this order. So he upgraded me to next day air for free, called DFS, and got a new order into the system. I've already verified that the order is in DFS but haven't been able to check order status yet, which I understand takes a while to update.

He also said the laptop is "in production" so I'm not sure exactly what that means. Anyway, I am a happy Dell customer again granted that no other random "issues" happen again like this. Although I spent a lot of time trying to find out what was going on, trying to contact people, and trying to get through on the phone and such, it has appeared to work out in the end and that's all I care about.

When a large sum of money, such as $2700 is involved, I want answers and I want them fast. This isn't pocketchange so I'm glad things worked out. Next time I think I'll use the phone to order rather than the website. It's good to have a name and email of someone inside of Dell to contact.