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GRAFENWÖHR, Germany — Shoppers who ordered a laptop priced at $25 on the Army and Air Force Exchange Service website last week are receiving formal cancellations of their orders, although many say they have yet to be reimbursed.

Computer maker Dell voided all orders of its XPS-15 resulting from a company pricing error on an ad posted to the AAFES website on Dec. 20. The laptop, discounted by 25 percent at the time, was advertised on the site for $25. The XPS-15 normally sells for around $1,000.

Lynn Knapp of Stuttgart said AAFES still charged her for the computers, two days after she ordered at the $25 price and one day after the company acknowledged the mistake on its Facebook page. She received an order cancellation notice from AAFES on Wednesday, but said a company representative told her on Thursday that a refund was another three to five days down the road.

Other customers reported similar accounts on the AAFES Facebook page, while a few said they already received refunds. In multiple posts, AAFES stated it is working with Dell to refund customers as quickly as possible.

Like many, Knapp said she first heard about the advertisement by word of mouth. In search of computers for her home-schooled children, and assuming the Dell advertisement marked an end-of-the-year special, she bought two, she said.

“I’d rather take the chance at getting it for a good deal than not,” Knapp said, “and kick myself when everyone is getting a $25 laptop.”


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