My very frustrating story:
I ordered an XPS 2 via the EPP on February 24th. My original ship date was April 8th. I waited patiently for the production to begin. As of earlier today (Friday, March 25th), my computer was in the "boxing" stage, as it has been for the past 4 days. I was under the impression that it would be shipping soon, and I was very excited to finally recieve my new computer.
Here's the interesting part. I check my order status tonight (Friday, March 25th), thinking it might finally be shipping, only to find the order has been CANCELLED! I call customer service (at least 4 times) and speak to about 6 different people, none of whom can tell me why my original order was cancelled; only that someone named Celina Gomez in Panama cancelled the order and created a new order number (which I was given)...and the new order is on hold...and the new estimated ship date is April 22nd. All Dell customer service & sales people agreed that this person should have no authority to do this, and based on the notes, it was assumed that I had spoken with her & I was behind this cancellation.
The best guess (based on the notes in the system) was that there was a problem with the credit card authorization...so I contacted my credit card company who told me that the purchase was authorized and there were no problems from their end. Now I have no place to turn, as nobody in customer service can tell me what's going on, and the EPP centers are closed on the weekends, so there is nobody to contact until Monday, at which point I was told that they still might not have any answers for this.
I am now extremely angry at Dell, and I don't know what to do next. I still want this computer, but I sure as heck am going to insist that I get some sort of decent discount off of my original purchase price. Is this unrealistic? Also, can anyone help me out with a number to call or a person that I can speak to who might be able to actually help me out?
Thanks in advance for your help, as at this point, it seems like no one at Dell even knows what's going on, let alone be able to help. This was not the way I wanted to start off my weekend, especially after waiting over a month for this computer thinking it was moments away from shipping.
P.S. Congrats to all who got or are getting their XPS 2! Hopefully one day I'll join the group
I ordered an XPS 2 via the EPP on February 24th. My original ship date was April 8th. I waited patiently for the production to begin. As of earlier today (Friday, March 25th), my computer was in the "boxing" stage, as it has been for the past 4 days. I was under the impression that it would be shipping soon, and I was very excited to finally recieve my new computer.
Here's the interesting part. I check my order status tonight (Friday, March 25th), thinking it might finally be shipping, only to find the order has been CANCELLED! I call customer service (at least 4 times) and speak to about 6 different people, none of whom can tell me why my original order was cancelled; only that someone named Celina Gomez in Panama cancelled the order and created a new order number (which I was given)...and the new order is on hold...and the new estimated ship date is April 22nd. All Dell customer service & sales people agreed that this person should have no authority to do this, and based on the notes, it was assumed that I had spoken with her & I was behind this cancellation.
The best guess (based on the notes in the system) was that there was a problem with the credit card authorization...so I contacted my credit card company who told me that the purchase was authorized and there were no problems from their end. Now I have no place to turn, as nobody in customer service can tell me what's going on, and the EPP centers are closed on the weekends, so there is nobody to contact until Monday, at which point I was told that they still might not have any answers for this.
I am now extremely angry at Dell, and I don't know what to do next. I still want this computer, but I sure as heck am going to insist that I get some sort of decent discount off of my original purchase price. Is this unrealistic? Also, can anyone help me out with a number to call or a person that I can speak to who might be able to actually help me out?
Thanks in advance for your help, as at this point, it seems like no one at Dell even knows what's going on, let alone be able to help. This was not the way I wanted to start off my weekend, especially after waiting over a month for this computer thinking it was moments away from shipping.
P.S. Congrats to all who got or are getting their XPS 2! Hopefully one day I'll join the group
