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Dell will not cancel an order for a system not yet delivered

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I'd welcome informed advice as to what is the least hassle and most effective way to deal with this situation with Dell.

The emails read sequentially from the bottom upwards, as usual.

In the correspondence I am Anna and the CS adviser is Jodi.


Dear Jodi

Thank you for your email.

While I appreciate the sentiment I am not looking for an apology, rather my legal right to cancel under the UK distance selling regulations.

Please would you tell me the direct phone number of a manager I can speak to about this.

Kind regards,

Anna



Original Message
From: "UK_CC_HSB_DHS_PRE" <[URL="mhtml:{AA506D45-5E61-473B-B460-61CEC8C60BCF}mid://00000534/!x-usc:mailto:UK_CC_HSB_DHS_PRE&#64;dell.com"]UK_CC_HSB_DHS_PRE@dell.com[/URL]>
To: "AGB"
Sent: Friday, January 08, 2010 3:53 PM
Subject: Re: Fw: Fw: Case #: 20100101091158140 - Email Customer Care -Other (KMM26398293I57L0KM)



> Dear Anna

> I personally apologize as we really cannot cancel the order.
>
> Kind regards,
>
> Jodi
>
> Original Message Follows:
>
> Dear Jodi
>
> I just spoke with my card company about this situation and they are amazed a
> company like Dell would behave illegally in this way.
>
> Whatever your terms say, they do not override UK law which is that private
> individuals, which I am, have a right to cancel up to seven days after
> delivery. This is regardless of whom they purchase from, whether it's Dell
> business or home range etc.
>
> AmEx advise if Dell refuse to cancel the order I am entirely within my
> rights to refuse to accept delivery and then they will provide a chargeback
> to my personal credit card.
> I hope to be able to resolve this will Dell before that happens to avoid the
> hassle on both sides.
>
> Kind regards,
>
> Anna
>
>
>
>
Original Message
> From: "agb" > To: "UK_CC_HSB_DHS_PRE" <[URL="mhtml:{AA506D45-5E61-473B-B460-61CEC8C60BCF}mid://00000534/!x-usc:mailto:UK_CC_HSB_DHS_PRE&#64;dell.com"]UK_CC_HSB_DHS_PRE@dell.com[/URL]>
> Sent: Friday, January 08, 2010 2:56 PM
> Subject: Re: Fw: Case #: 20100101091158140 - Email Customer Care -Other
> (KMM26395967I57L0KM)
>
>
>> Dear Jodi
>>
>> I am a private individual, purchasing for private use.
>>
>> I would like to re-request you supply me with the direct phone number of
>> your manager.
>>
>> Kind regards
>>
>> Anna
>>
>>
>>
>>
Original Message
>> From: "UK_CC_HSB_DHS_PRE" <[URL="mhtml:{AA506D45-5E61-473B-B460-61CEC8C60BCF}mid://00000534/!x-usc:mailto:UK_CC_HSB_DHS_PRE&#64;dell.com"]UK_CC_HSB_DHS_PRE@dell.com[/URL]>
>> To: "AGB"
>> Sent: Friday, January 08, 2010 2:54 PM
>> Subject: Re: Fw: Case #: 20100101091158140 - Email Customer Care -Other
>> (KMM26395967I57L0KM)
>>
>>
>>> Dear Anna
>>>
>>> Once you clicked on the terms and condition Online after placing your
>>> order,
>>>
>>> It means that you have agreed to the Terms and conditions of DELL.
>>>
>>> This terms and conditions are approved by UK Law.
>>>
>>> The 7 days after delivery Only applies to Consumer Purchase.
>>>
>>> Kind regards,
>>> Jodi
>>> Dell Customer Care
>>>
>>> Original Message Follows:
>>>
>>> Dear Sir, Madam
>>>
>>> Regarding the request below, I want to confirm I have not recieved this
>>> system and only placed it on 31 Dec, and noticed the single channel
>>> memory
>>> on the invoice so contacted you to cancel it the following day.
>>>
>>> As a private customer I have the right to return up to seven days after
>>> delivery under UK law, so you definitely need to cancel this order.
>>>
>>> If there is any problem with doing this please give me a direct line so I
>>> can discuss by phone.
>>>
>>> Kind regards,
>>>
>>> Anna
>>>
>>>
>>>
Original Message
>>> From: "agb"
>>> To: "UK_CC_HSB_DHS_PRE" <[URL="mhtml:{AA506D45-5E61-473B-B460-61CEC8C60BCF}mid://00000534/!x-usc:mailto:UK_CC_HSB_DHS_PRE&#64;dell.com"]UK_CC_HSB_DHS_PRE@dell.com[/URL]>
>>> Sent: Friday, January 08, 2010 12:34 PM
>>> Subject: Re: Case #: 20100101091158140 - Email Customer Care -Other
>>> (KMM26386398I57L0KM)
>>>
>>>
>>>> Dear Sir, Madam
>>>>
>>>> I purchased from the business section as a *private home customer*
>>>>
>>>> I do not have a business account and am not a business customer.
>>>>
>>>> Please revise your records and confirm cancellation of this order.
>>>>
>>>> Kind regards
>>>>
>>>> Anna Bryant
>>>>
>>>>
>>>>
>>>>
>>>>
Original Message
>>>> From: "UK_CC_HSB_DHS_PRE" <[URL="mhtml:{AA506D45-5E61-473B-B460-61CEC8C60BCF}mid://00000534/!x-usc:mailto:UK_CC_HSB_DHS_PRE&#64;dell.com"]UK_CC_HSB_DHS_PRE@dell.com[/URL]>
>>>> To: "anna
>>>> Sent: Friday, January 08, 2010 11:22 AM
>>>> Subject: Re: Case #: 20100101091158140 - Email Customer Care -Other
>>>> (KMM26386398I57L0KM)
>>>>
>>>>
>>>>> Dear Anna,
>>>>>
>>>>> Thank you for contacting Dell Online Customer Services.
>>>>>
>>>>> I apologize for the delayed response, your email was routed to a
>>>>> different mailbox.
>>>>>
>>>>> As you have purchased as a business user and you have received exactly
>>>>> what you ordered, we are not in a position to return your system.
>>>>>
>>>>> Please refer to section 7 of your terms and conditions.
>>>>>
>>>>> [URL="mhtml:{AA506D45-5E61-473B-B460-61CEC8C60BCF}mid://00000534/!x-usc:http://www1.euro.dell.com/content/topics/topic.aspx/emea/topics/footer/terms?c=uk&l=en&s=gen&~lt=popup"]http://www1.euro.dell.com/content/topics/topic.aspx/emea/topics/footer/terms?c=uk&l=en&s=gen&~lt=popup[/URL]
>>>>>
>>>>>
>>>>> Kind regards,
>>>>> Jodi
>>>>> Dell Customer Care
>>>>>
>>>>> Original Message Follows:
>>>>>
>>>>> *** PLEASE DO NOT CHANGE THE SUBJECT WHEN REPLYING ***
>>>>> *** This is a feedback Message from Dell Online Customer Care. ***
>>>>> ************************************************************************
>>>>> Customer Name:anna ]
>>>>> Customer Email Address:]>>>>> Customer Phone Number:]>>>>> Customer Number:]>>>>> Order Number:]
>>>>> Order has been delivered:NO
>>>>> Request Reason:Other
>>>>>
>>>>>
>>>>>
>>>>> -Explanation-
>>>>>
>>>>> Please could you cancel the order of last night, receipt no
>>>>> GB0132-5609-37460 for a Vostro
>>>>> I made a mistake with the specs and want to cancel this order.
«134567

Comments

  • neilmcl
    neilmcl Posts: 19,460 Forumite
    Part of the Furniture 10,000 Posts Name Dropper
    Can you answer a couple of questions please?

    Why did you order from the Business Section and not the Home Section?

    Did you use a company credit card or a private card for the purchase?

    Also, when you purchase from the Dell business area you agree, via the T&Cs, that you're purchasing as a business, and therefore statutory consumer rights such as the DSRs are not applicable.
  • Debt_Free_Chick
    Debt_Free_Chick Posts: 13,276 Forumite
    10,000 Posts Combo Breaker
    How did you place an order as a "Business Customer"?
    Warning ..... I'm a peri-menopausal axe-wielding maniac ;)
  • gordikin
    gordikin Posts: 4,422 Forumite
    This is going to be good!
  • gordikin
    gordikin Posts: 4,422 Forumite
    donglefan wrote: »
    I'd welcome informed advice as to what is the least hassle and most effective way to deal with this situation with Dell....

    Pay up and accept what you've ordered?
  • Optimist
    Optimist Posts: 4,557 Forumite
    Part of the Furniture
    gordikin wrote: »
    This is going to be good!

    :rotfl::rotfl::rotfl:
    "The whole problem with the world is that fools and fanatics are always so certain of themselves, but wiser people so full of doubts."

    Bertrand Russell. British author, mathematician, & philosopher (1872 - 1970)
  • donglefan
    donglefan Posts: 406 Forumite
    Part of the Furniture 100 Posts Name Dropper Combo Breaker
    Thank you for all the replies.

    I just called Dell and they tell me that my account with them is a business account, but could not tell me why they designated it a business account (presumably just because I ordered a system from the business section), and they cannot access business account details until that department reopens on Monday.

    I ordered from the business section because the computers in that section are faster.

    I used a private credit card (I don't have a business one.)

    If I signed up to something abrogating my rights under distance selling I suppose the best way to deal with it is as Amex advised, and just refuse delivery and claim back on my card.
    However, checking back on the t&c I don't see that I did sign up to that. In fact their t&c define: "Consumer a private person buying Products for private use. If you are a Consumer, please find your specific rights and exceptions in Section 19."
    I'm 100% a private person buying products for private use.
  • neilmcl
    neilmcl Posts: 19,460 Forumite
    Part of the Furniture 10,000 Posts Name Dropper
    When you purchased the laptop, during the checkout phase you were asked to fill in Company name, company address, business landline phone no. as well as agreeing to their T&Cs. Did none of that alert you to the fact that you were informing Dell you purchasing as a business. :confused:
  • donglefan
    donglefan Posts: 406 Forumite
    Part of the Furniture 100 Posts Name Dropper Combo Breaker
    Well no, because when I spoke to them on the phone previously when asking for advice about a system, I said to the Dell guy I was a private individual and was it OK for me to purchase from the business section, and he said that should be fine.

    Sadly I don't have a record of that call.
  • neilmcl
    neilmcl Posts: 19,460 Forumite
    Part of the Furniture 10,000 Posts Name Dropper
    So what did you put in the Company name field?
  • donglefan
    donglefan Posts: 406 Forumite
    Part of the Furniture 100 Posts Name Dropper Combo Breaker
    I wrote the word 'none', as shows on my receipt
This discussion has been closed.
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