Dell Order Cancellation
Anyone trying to maximize Amex Business Platinum benefits has probably shopped, or at least attempted to, with Dell. The card provides a considerable benefit to cardholders, a biannual $200 credit on Dell purchases. Over the years, I have experienced a Dell order cancellation or three. Our orders have failed for a variety of reasons. Dell’s customer service is equally vague in their explanations and unhelpful to resolve the majority of these issues. But keeping at it can lead to a positive outcome. Here’s my latest one.
I Just Want a Printer
In early June, I had one more Dell credit to use based on a recently-opened Amex Business Platinum. I ordered a printer, but it was promptly cancelled. I called Dell to clear my account, which had worked in the past. Again, I attempted an order. Cancelled. At this point, I threw up my hands and decided to forget about it for about ten days. We were leaving for Disney World the next day, and I had no interest in thinking about Dell in that timeframe.
A Fresh Attempt
After returning from vacation, I decided to log into my Dell account and initiate a chat session with a rep. I had recalled ordering with a rep via chat years ago and was curious to see if I could do that again.
I was unable to order directly in the chat with the rep like before, but she offered another solution. She created a new quote based on the item I already had in my shopping cart. Next, the rep emailed me the quote with a link to purchase.
I clicked on the link, and I became skeptical. The link took me to a screen for payment which looked exactly like the one for normal online orders. I kept patient, entering in my Business Platinum info and submitting the order.
My “Order Received” email then arrived, and a few minutes later, my order was confirmed by Dell. Notably, the chat rep can stay connected while an individual follows this process.
I knew I’d be giving up portal rewards by ordering this way, but I didn’t care. The bar has been lowered so much with Dell that just using all my credits is a major win. In fact, I plan to use this ordering method for the foreseeable future. Sure, it takes a bit longer than a “normal” online order. But for me, there’s no such thing as a normal online order, since they all seem to get cancelled. I’d rather a time-suck end in success than failure.
Have you experienced Dell order cancellation issues recently? How have you gotten around them?
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