Ordered a desk top accessories on Aug 22/09 with the estimated shipping date of Sep 8. Checked the status on-line today (Sep 1) and the estimated delivery has changed to Sep 17. Called the support and the reason they gave me was that this particular model is very popular and they cannot catch up with the demand. I asked whether it was possible to cancel the order and the answer was yes (you would expect that answer, if the delivery date is over 2 weeks away).
Called son and confirmed he wanted to cancel and go to a retail store to purchase something similar, and called Dell 90 minutes after the original call, and was told it's no longer possible to cancel. I asked to escalate the matter and held for 5 minutes, and was told that there was not anyone available to speak to me but instead I will receive a call within 4 hours.
I used to have much better customer service experience with Dell (I guess that was in the 1990's) - wonder what has changed. Will NEVER order anything from Dell directly again.
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