Hi twrigsby,  Thank you for posting your concerns on the Dell Community Forum Customer Care Board. We appreciate anyone who takes the time to share their experience. Customer feedback remains an important tool in evaluating our products and services. Please accept my apology for any frustration or inconvenience you may have encountered while trying to place a new order with Dell.  The information given to you by the order modification department was correct. When parts are backlogged or unavailable from the supplier designated on your order configuration, that order must be cancelled and a new order is placed. Generally, the new order with the new SKUs does not lose its place in line and is fulfilled as quickly as possible once the parts are received from the new supplier. There may have been extenuating circumstances with your order. (Please Note: the same parts from different vendors have different SKU numbers and prices may vary).  I am happy to ask a sales representative to contact you to help select a system that is currently available and shipping. Or, if you have been able to replace the order, I can check the order status for you. If you still need assistance, please reply to my email and provide the requested information.  Thanks,Lorna
The order was to replace another order  . The first order was placed back on Feb 16th with an expected delivery date of March 1st. After waiting tell Feb 26th for confirmation or any updates, I decided to call to see what the problem was. I was told that my order was on hold due to a hardware availability problem. This was the sales support line. Which they then transferred me to a department call Order Modification. I then was told that the hard drive was the issue in hand. I had asked if we could change the drive specifications to escalate this order. The answer that I had received was, no we will have to cancel this order and replace it with another order, which will delay the delivery of the laptop another two weeks. Just one question what is the Order Modification department for if they cannot modify an order just cancel and replace the order. Which I found out they cannot do either. Before I could finish speaking with that gentleman I was transferred to the sales department again. Now back to the sales department. I had to explain everything again and they now told me that there is a problem with Win 8.1 Pro not being available any more through Dell. Which really doesn’t make any sense. They also told me that I would have to speak with the Order Modification department to find out what is holding up my order. So of course I was transferred before I could finish talking to this person. Back to Order Modification, which I believe should not exist if they can’t modify an order. After explaining everything again. Now I was told that all that they could do for me is make this order next day air shipping upon completion. I felt no care what so ever of my problems from the gentleman on the line. He further tried to up sell me with a $500 upgrade on some other hard drive. Which was a 500gb SSD alongside a 1tb 7200 6gb SATA drive. How ironic that was sense the hard drive that I had ordered with the unit was a 1tb 7200 6gb SATA drive. I had also asked him why no one had contacted me about this. Here we go again, I would have to talk to Sales Support and off I go transferred to Sales Support. Now that I am back with Sales Support. First let’s explain everything again. First thing they told me this time was I don’t show anything wrong with the order. I ask even with the hardware. Response was everything is right on this end. After back and forth with operating system questions, hardware, and why I haven’t received any information for this order. They found that there will be a delay for some reason, but I would have to speak with the Order Modification department for why this may be. And yes I was transferred again. Sales Support contact. This was all I could take. I asked them to speak with a next tear or a supervisor. They were trying to per sway me that they would tell me the same thing for a good five minutes. When I finally said enough cancel this order. He told me I would have to transfer you to the Cancellation department. This person was all but per lite to say the few. But we got through all the tough stuff and canceled the order. After I finished with my personal stuff about two hours. I went on Dell Sales Chat again to see what we can do with redoing this order without any complications. (TIP_Melinda I) was the agent that I had the pleasure of speaking too. I am still waiting on the confirmation email for the second order (<ADMIN NOTE: Order number removed per privacy policy>). Along with why this order is not next day air like I was told by two people. If this actually gets read I really would like to have a call with someone that can help resolve the issue and quit tossing me around like I’m no body. Dell’s quote “Customer are at the core of everything we do. We listen to their needs and desires, and collaborate to find new ways to make technology work for them.” [URL]
Can DELL get an order right?