Order delayed - Should I still wait or cancel the order?

Hi,

Sorry for not being able to respond to you in time. We're facing an unusual spike in volumes today, and we're only seeing your message now.

Could you provide the Order # and the registered owner's name via direct message? I'll have it checked right away.

-Susanna

Yeah, have fun with waiting on the PC.  I do hope you get it on time, but I ordered a R10 early last month and got notification this morning that my PC will not make its original estimated delivery of 7/13 and instead is now 8/5.

I knew I would be waiting a month for the PC, but it will be at least 2 months by the time I get the unit and I am pissed.  I would have just built my own.  I am still considering doing that at this point.  It would be faster.

I just wish Dell would be more transparent with the REAL estimated delivery times.  If I get another delay, I may lose it.

I chatted with a customer care professional today and they told me they would "expedite my order".  I asked what that meant, since I had expedited shipping selected already on my order, but he said this was manufacturing.  I had to censor myself from saying "well, it's been over a month, shouldn't it already be expedited?"

I did notice today that if I created a new order, it says the same August 5th delivery date.  So, will they get their unit on time or is this just the standard date they are giving anyone, delayed or new order?  I am seriously concerned I will getting this PC around Christmas when it is all said and done.

Hi,

Thanks for reaching out.  Please note that we’re experiencing an overwhelming spike in the number of customers reaching out to us. Therefore, it might take a little longer for us to reply to your message. 

Could you provide the Order # and the registered owner's name via direct message? I'll have it checked right away.

-Susanna

I ordered a R10 and have been through the same issues. Original order was cancelled, follow on order was made and then canceled and then original order updated. I am supposed to get it on or before the 17th. I have been in constant email communication with my sales rep. He keeps reassuring me it “WILL” be delivered by the 17th. The last email on the 9th I asked where my order was in build status and he said pre-production. I am willing to bet a months salary it doesn’t come. I have all the emails and recorded phone conversations combined with almost 10 pages of similar complaints from here. I plan to receive the “your order has been delayed or cancelled” mail on the 13th. I plan to file official complaints with BBB and FTC as soon as I can add that last email. I will never order from Dell again. 

I am happy to say I got an email Wednesday morning that my computer was shipping and it arrived today, one day later.  So, even though I got a scare that it was going to take an addition 23 days to be delivered, it was only 3.  So excited.  

Hi I’m having similar difficulties since my laptop actually arrived at my local FedEx facility but they lost it. I assume I will be shipped a new one to compensate for this. Can you give me a rundown on how long the replacement took to ship, you said only 3 days. Is that three days in total or just three days to ship to a FedEx facility. I would hope that replacements come faster than the original since FedEx messed up.

Hi,

I am having the same issue with my order of XPS 15 9500. Ordered it on 09/06 and nothing has moved since then, despite the package slip stating the shipping on 09/13.

Contacted support many many times and I know all their template responses: "we are expediting your order", "it will be shipped in 24-48 hrs", "your order is ready to ship"...I get the last one for two weeks now.

Apparently no one knows where the order is. How silly of me, went right ahead ordered another XPS 15 9500 a for family member and I am just stuck at the Confirmed (Processing) stage with both orders.

This happening to a loyal customer is unacceptable! Not sure what should I do, cancell them both and check for a faster shipping competitor?

UPDATE: The more I contact Dell the worse it gets. 

After weeks of being told it is ready to ship, today I am being told it is still in the manufacturing process. In other words do not expect it for the weeks ahead.

And I was told I am not able to cancel my order now...how could they pas all dates, have a huge delay and revoke my right to cancel and be refunded.

Seriously DELL?

Hi,

I'm sorry to hear this.

We've escalated this case to our logictics team and waiting for an update.

-Susanna

Let me tell you what the update was, after talking for 45 minutes to support and escalating it to a supervisor, who hangup.

The unit has not even been produced after 4 weeks since I placed my order. This is a joke. I placed another order on 23rd and it got shipped in a week.

Dell what is wrong with you? In the course of two weeks I have heard many lies saying it is in Tennessee and will ship in 24-48 hrs, it is ready to ship, it is awaiting customs clearance...yet, the unit has not been produced in your facility in China!

I am not allowed to cancel either, any community help as I have given up on Dell and their support?

I was told the same last Friday and that it will ship on 27th, but here we are again.

I have a gut feeling that this will be the case on October 2 as well, as was the case for two weeks now.

How can one explain that the unit was in Tennessee last Friday and all of a sudden it is back to China for manufacturing again.On top of it all your reps hangup and provide no solution.

Hi,

I'm sorry to hear this.

Your order hasn't shipped yet. It is still at the merge center and it is estimated to release/ship out on Oct 2nd and arrive on Oct 9th. This is just an estimated date it might revise.

-Susanna

-Susanna

Yes, the order keep moving teh date as the team is trying to build your order.

Yes, but how it could be in Tennessee few days ago and now back in China being built???

You orrder is not in China it is in Teneessee customs and yet to ship out.

-Susanna