I ordered a Dell Studio 16 laptop, and right after the order, discovered that a software that I use daily needed an even more powerful computer to run smoothly. I called Dell to cancel the order or even alter the order. The representative in India told me that the phone system was down and he could not forward me to the correct person. He said to call back in two hours. Two hours later, I called back and was told the unit I ordered was in production and could not be cancelled or altered. I asked how quickly a unit went into production and was told it takes about two hours! What a surprise! The first agent stonewalled me for two hours, until nothing could be done, (or more likely, would be done). Today I received an email apologizing for the inconvenience and asked me to call number 1-800-624-9897 concerning getting this order cancelled. Of course, the agent gave me the same information...it is too late to cancel. I have spoken to five different agents in India and one in the Philippines, none in the United States. The sad part is I wanted to cancel this order and spend an additional $500. Now, my only recourse is to return the computer when it arrives and pay the 15% restocking fee. With the way I feel right now about Dell, this is a small price to pay to not have another Dell product in my house ever again. What lunacy in business practices! Do the decision makers in the company not realize that the repeat buyers are the ones who make the company successful? I filed a complaint with the Better Business Bureau in Austin, Texas. The outsourced customer support staff in India must be cracking up at how stupid we are! If they always tell you there is nothing we can do, what is the point of having them on the phone. What a horrible job that must be. They cannot make one person happy all day long!