I ordered a middle tier Dell 18 last week (March 21) under the Member Purchase Program. My order was bumpy; a Dell Advantage discount code I had was not working even though all language showed it should. I chatted online and that rep could not help.
I called and the customer service rep could not help.
I was finally transferred to someone else who could help. He was amazing, everything was sorted and my order was completed. While earlier in the day, the delivery estimate had been April 4th, by the time the order was done, the delivery estimate was April 9th. 2 weeks, not terrible, aside from typical "I want my new toy!" impatience.
Completely my fault, I realized today I neglected to order with the SSD HD. I called today and the customer service representative understood my request and connected me to the order modification team (may not have the term exactly right) at 800-247-2076. The person I spoke with again understood, and after about 5 minutes on hold, he came back and said they could make the change, and would not charge me the difference (about $180 delta) which was great news. He explained they would have to cancel my original order and then redo the order, and he gave me the new order number. He said I'd receive an email that day with the new order information as well. My account page showed my original, canceled order and the new order with the new delivery estimate - April 15th. Again - mistake my fault, I was fine with being a week later (aside from aforementioned new toy impatience).
I didn't receive an email, but I checked my order status several times today. When I checked around 5 PM PT, I was unhappily surprised to see 2 canceled orders!
I called Dell immediately, and explained the situation to the customer service rep. He looked up the order and said something nonsensical like "yes it was canceled because we have long lead times so it was canceled and you can order again." Wha......? I asked him to repeat that, I explained again, and he said I needed to talk to the order modification team again. So... ok. He transferred me.
After several minutes, I was connected to someone on that team (I guess) and I explained the situation again and gave her my order info and personal info again. She told me she needed to check on it and it would take about 5 min, so I was on hold, and she returned in about 5 min. It appears that the change earlier was not done correctly, the charge approval was not transferred to the new order was her explanation. She redid the order, confirming all details and giving the same price and discounts I had done originally and giving the same new deliver date of April 15th. I also received an email while I was on the phone with her (take away - if you place an order or modify an order - don't hang up till you have your email!)
So - while I am unhappy I had to be diligent and check on the order carefully to hold Dell accountable for their error, and I am unhappy at the mistake made on the order change and the initial unhelpful person I spoke to earlier today - but I am happy with the other people who helped me.
We will see - I hope the delivery date is close to what is currently promised. I'd love it if the deliver date estimate was beaten and it's delivered sooner - but I haven't seen much on current accuracy of delivery estimates so am not getting my hopes up.
I'll update this if there are other developments and when I finally get my new laptop. Cross fingers on or before April 15th!