Are Dell acting legally?

giantbee

Hi guys, will try to keep it short. This wont be a surprise to some...

Dell are refusing to cancel an order that has not yet been built, citing that it is not possible to alter orders once they have entered stage 3 (production). Naturally this is designed to lock the customer into an ordering process that manufactures items which cannot (apparently) be tracked, traced, controlled, modified, or cancelled by Dell, once initiated. This is straight from the mouth of every customer services agent ive spoken to. Of a Tier 1 vendor supplying IT systems globally. If they were transparent with their lead times, they would lose sales. We know it, they know it. IF this is true, and their stock control system IS that rudimentary and inflexible, then quite honestly they should not be dealing in IT

So forgive me if I dont buy into their excuses, but in any case, I have given them instruction to cancel, in writing. I reproduced the various bits of legislation (DSR) that give me the unequivocal right to cancel an order, regardless of its status in the ethereal Dell factory queue. I would hope they would now cancel and release the authorisation held on my account, but somehow I dont think they are suddenly about to do the right thing. I have no itentions of passively going through their returns process, while they hold my money for 6 or 7 weeks. but since the transaction is authorised but not fully actioned, HSBC Visa disputes team are powerless (so they say) to do anything until the debit is fully completed. which Dell will not do, until the night before the laptop ships

At this point im desperate for a laptop, but I cant get one on the high street, until Dell release my money. I cant cope with much more of this, with ZERO options for UK contact or customer escalations, im worried that trading standards might be the only way forward. I cant wait a month for Dell to put me through their preferred returns process. I have to hand in a major piece of work in september, and right now every day counts.

Quoting DSR at them isnt much of a threat when call centre, UK management, and consumer are all discreet and 100% isolated. I dont know where to turn except local government - any ideas?

Yours panicking,

mum2one

Sorry to ask may of missed it, but what is your reason for cancelling?

daily_2

Production means it is being or has been built

giantbee

Thanks for the replies

Reason for cancelling is because the estimated delivery date is july 9th, way way way too late to be any good to me. I need to get a laptop monday, tomorrow if I could

daily - Production status doesnt mean its being built, based on many postings ive read about Dell, a laptop can sit at this stage for a number of weeks. According to the estimated delivery time, its more than a possibility - its not coming anytime soon. its not uncommon for people to get stuck on "packing - stage 5" for weeks. dell forums are full of stuff like this

daily_2

Bought quite a few Dells myself, professionally and personally, all delivered within 7 days of order, and usually 2 or 3 days after "production" status.

Longer lead times are usually when they are having difficulty sourcing parts, and I wouldn't expect them to enter the production stage in that case.

giantbee

my experiences with dell have been 50 50. But most of the problems and delays ive read lately are related to XPS Studios. my instinct is there is a severe shortage of HD screens, affecting other vendors offering similar spec machines.

Either way though im so desperate for a machine, I just need a refund so I can go to a shop. ive already been waiting nearly 2 weeks. every day counts

daily_2

There are some numbers for Sales (Ireland) on this site:

http://www.saynoto0870.com/companysearch.php

giantbee

great, thanks, will try them monday. also have an american number, but thats currently routing to india. might retry then on monday if no luck with ireland

Freddie_Snowbits

giantbee wrote: »

Thanks for the replies

Reason for cancelling is because the estimated delivery date is july 9th, way way way too late to be any good to me. I need to get a laptop monday, tomorrow if I could

If you want a Lap Top on Monday, why do 'mail order'

smcaul

Freddie_Snowbits wrote: »

If you want a Lap Top on Monday, why do 'mail order'

Why not? I ordered a new laptop last Thursday and it was delivered on Friday, I admit this was not a Dell!! (and would never ever be a dell!)

giantbee

Freddie

I gave Dell 2 weeks, the couldnt get the order out. I then asked to cancel so I could go to the highstreet, and they are refusing me. This is my point, time run out, and now they are refusing to give me specific info about my order, i.e. where it is in the queue, and they are refusing to release my money

Doesnt anyone see the problem here?