M17x (**Europe**) Order Status Discussion

They will test all their machines regardless of how backed up they get

 

this is what they must do and what we hope they will do. lets see

 

Well it's not like you're going to get a sticker on your box saying "Couldn't be bothered to test, we're backed up" So you're not really going to see anything. It's a big enough company to have decent standards and processes, plus dealing with complaints and returns probably costs a lot more in time and reputation then making you wait a few more days for your product.

 

ok let me rephrase to understand what i meant. lets see if the m17x will have problems such as no working lights on keyboards as a US owner said he had.

as for the dealing with complaints i wont comment on this and what kind of replies we get. this was referred on previous posts. If you mean for US then i agree with you. Finally if more than 1.5 month of waiting is a few more days i also agree with you.

For me this is the first order i have ever made from Dell and what happens is obvious. I dont say anything for other laptops as i dont know but in the case of m17x they lost much of their reputation for me and especially due to the way they behave me as a customer making me feel so noob. Again this is for europe Dell not the US one.

 

Hey everyone, I'm not from europe but thought I would reply here because I guess we are all on the same boat (non-us customers). Anyways, I ordered and my EDD was the 4th of July. So about 2 days ago I get a letter saying that there was a system error of some sort and that I have to wait until the 17th of July. It sucks, was really hoping to get it in the beginning of summer. Oh well, I'm pretty sure they are saving the best for last *No dull screens, light bleeding, etc*

We can only hope.

 

your dates on the sign must be wrong

yes i was expecting the same. what kind of system error? i think this refers to the order software not something relating to the m17x itself. and actually we are the first (for eu) not the latest.

 

The letter didnt explain anything about what specific problem. It said it had a system error because either my system failed the testing and had to go through the whole production status again or either that the billing information was incorrect which is wrong because I entered in all that correctly. Btw I'm from Canada.

 

Dell can actually just go f uck themselves. Still can't get through to my rep and found out she's not working until Wednesday now, woo! 20 voicemail messages left and not a single callback.

Anyway, today. Went through the normal Dell line (0844 444 4699) chose options 3 -> 1 -> 3 -> *entered order number* then 3 (to speak to an agent). That's the same way I get to an agent everytime, unless I'm trying to get through to my rep. So, the first agent I spoke to said that my delivery date of 2nd July will not be met and that I should expect an e-mail within 24 hours to explain the delays. I told him that wasn't good enough because I was going on holiday on the 4th so needed the laptop before then and that I wanted to speak to a supervisor or manager. He put me through to reception or something who then said they'd connect to me to my "account manager". I got a bit hopeful I was going to speak to someone important or high ranking here no, but she transferred me to my rep who of course has the stupid f ucking day off. Hung up.

Dialled again. Got through to a "sales support expert", or so he claimed. His name was Balvinder. He said that Dell were expecting "high demand" for this current unit and that my delivery date is simply an estimate. I told that when I first placed the order 5 weeks ago I was reassured on several occasions that I would receive the laptop by the 4th of July (even when my EDD was 6th July). He said that if Dell's manufacturing unit could, they would get the unit to me by the 2nd July but that they could no longer make that guarantee.

How the hell can they be delaying European and Canadian orders so much but they f ucking have so many American orders out their already? F ucking ridiculous.

 

I'm about at the same level of discontent.

Personnaly, I decided to wait until my initial EDD (07/13/2009) and then cancel this order to order something like a W90 in a store that I'm sure about SAV and avaibility...

 

this is a proof of what i am saying so many days now. They behave us as noobs. Everyone who orders now gets an EDD of around 8 of july which of course is not true and after they get the money they change the EDD to after 24 of july. And their behaviour continues to be like that although we know about the delays. The new command from their managers is not to reply to us as they dont know what to say. They spend their time to make more orders. If you have seen the Uk Dell reps chat works in weekend now on but they work only to place new orders not to check orders that have been made before. So Shuya you wont gonna be the first european owner. and to summarize again:

NO EUROPEAN WILL GET THE M17X BEFORE 24 OF JULY!

and to be honest i wonder if they will keep even this EDD. i am really trying to find who posted this before three weeks and how he knew it.

and i know the email they will send you. demand and expectations. bow shiit.

 

I didn't get any e-mail yet, but I have spoken to the supervisor of my rep, his name is Sunil Rajan. I've now got his e-mail and he has said he will phone me back in 2 hours regarding what the hell is going on with my order. He said he will speak to the escalation team etc. etc. I'm out for the next 2 hours, which is why I told him to call me in 2 hours. I'll update when I get that phone call but Aristotel, it seems you're right. I won't get my order by the 2nd July and it's doubtful I'll be the first European owner. But you're wrong in that they'll change my EDD to the 24th July simply because they already have my money; it was taken on the 8th of June.

 

To be honest you wont get even one email. and they have my money since 11 of june. open your mind and be careful on what i am saying. I really hope you to get it as fast as possible because this means that just a few really come but until now not even f.cking one has it.

Believe me you will spend hours searching for an answer and what they will say finally will be lack of parts. And what can you say then? your rep may say i will prioritize your order and sh.t but there is nothing he or she can do. of course i wonder if a single chassis has come yet in Europe and if really some came i know who got them.

i am really one step before cancelling. the only problem is i dont know what to buy then. if i knew this history would be the past already

 

My EDD is still 8th of July, i just hope my reps not talking pish or ill demand a cash saving for my wait.. least ive got to look forward to buying the new samsung series 7 led TV this week ;P

 

here's the other one. ok expect it on 8th then. i am very tired with Dell and all of you believing this sh:t.

 

Why dont we all just cancel our order today! And demand payback within 3 days.

 

Lack of alternatives, I imagine?

 

thats what we should do. a massive cancelling of orders. an alternative. we all pay a good lawyer to settle the EDD we have been promised initially and what we got then and if we deserve a payment for this huuuge delay. we are all customers after all and we have rights.

 

Ye sure Aristotelhs2060 good luck in court..............dot dot dot. In other words, they aren't legally abliged to meet that date.

Secondly you've bought a laptop from them, no-ones 'taken your money'. And yes it's not in showing in your account anymore because they don't want you running around with money that is 'promised' to pay for the laptop.

Also if you're waiting for days on the phone for people to ring you back, try the email service (obviously not suitable in all circumstances). All my emails have been answered within 24 hours. Sure they haven't said "Oh ye your a little mad I'll post your laptop now" because they can't magic parts out of no-where. But they have been apologetic.

 

Kind of,

I cancelled mine this morning... It's not because I'm waiting too long but just because I don't know how many time I will have to wait (and they do not give us enough information to figure out).
If, when I ordered, my EDD was 28/07 I certainly never order it the first day of his release...

I'm sure that I'll get it at a better price in 2 month... If I haven't choose another laptop before.

I encourage you to do the same thing and wait for better days...

 

so you are a lawyer and you are sure that they dont have to meet the initial EDD?

apology comes after you have done something wrong and they did. of course they didnt take the money or they did? but everything you buy you buy it under certain circumstances. And actually you should learn that with my bank you can see the money remaining in your account which you are not able to use. I just know that as i have done this before. Right now i cant even see this. the money have been sent and i can see that also from my bank transactions. its so simple.

as for the emails yes if i contact customer service they reply immediately with the same answer every time. we didnt expect such high demand so we didnt send it to anyone. and the parts are not magic they are just arriving until the borders of US. they really worry about their customers so they may delay this even more but US customers will get them before their EDD.are we living in the same planet or not? i am going to cry.

in fact i am not going for holiday this summer and i will be here. i wonder of the people who want to go on holiday. they wont deliver the m17x if you dont sign so take care. this summer Dell will offer you special holidays

 

20 voicemail messages, 4 e-mails later and 2 weeks later...I get her supervisor! Score!

 

Since you asked, no i'm not a lawyer. I just know that the E in EDD stands for Estimated, making it a forecast/prediction and not a promise/guarantee..

 

you must clean your mailbox sometimes. it will be full until you get the m17x

thanks for the info. i will ask a friend of mine now who is lawyer and he is relating to customer protection services when i see him. actually what is really this EDD and why its changed only a few days after they receive payment? they want to offer the best so they really hope it wont change and stay that way but suddenly it changes. we are terribly sorry we had to change it but we didnt know that from the beginning. so lets say now EDD on or before 24th of July but oups! this may be changed then lool

and this order software cancelling orders was the biggest invention in the history of computer companies.well done.

 

Up until now I havent had any other information then: you're on schedule for delivery on or before the 10th of July. No info about missing parts, in fact no info at all. I've asked 4 times for my rep or his manager to call me back. As it turns out now my rep is sick at home, and no one else, not even his manager is taking over, or has the decency to call or e-mail me.
And exactly this total lack of irnformation, and questions not beng answered, is the most frustrating of this all.
If there really is a parts problem, then my system shouldnt have been in production at all, but it should still be in pre-production.
As it stands now my system was in pre-production from the 5th till the 17th of June, and next thursday my system is in production for 14 days. But nobody here at Dell NL can, or perhaps will not, tell me whether it's being build or tested or if they still wait for parts.

 

It's taken Shuya ages to make contact too I've been told twice they've got difficulties with the scale of order's they've received. Other threads have mentioned people being told their order's been delayed due to lack of parts. I can only assume your system is in production, instead of pre-production, as they've put what they can together, and will finish it as soon as they can.

 

To me it seems most logical that before you start building a system you first check if all parts are available. I though that was where the pre-production phase was for:

Pre-Production: This stage has been confirmed to be before Kitting/Build Stages. It's likely this is a design stage or the stage in which parts are verified to be in stock. It's rare this option shows up, but if it does it's likely that your laptop is short some parts for the "Kitting" stage.

So, in my view, Dell has created false hope by putting the systems of us in production. And if this is true, let my rep just tell me this. At least then I know what the problem is.

 

well it probably saves you time. Your laptop could be in bits, in the pre-production stage, and have to be built from scratch when your parts come in. Or it could be half built, waiting for be finished off when the part comes in. Makes sense to me. Don't know why they can't tell you about it though, perhaps if your rep was actually around they would have

 

In fact everything is in pre-production as parts are missing. And apparently it doesnt save time to say its in production. Production phase is just to say to the customers, you are one step before shipping so wait but this waiting lasts for ever. ok then it is half assembled and receiving dust until they get the missing parts.

Richjuk23 just to have a good question how do you explain that no one has it until now in Europe one month since it was released? is it really the demand or lack of supplying (specific) parts in Europe? and why do they need almost one month more to get them? are they coming from an other planet or something? If some people were getting them in Europe this would be a proof that they are working on it but i said before no f.cking one has it. Even the orders with EDD still around 8th of july will be delayed. The next week will show what is really going on.

for me everything is clear and simple supported by the current facts. The heads of Dell and/or Alienware had decided before months to satisfy the needs of US customers during the first 1.5 month of m17x production and then after they produce enough parts (hopefully) they can start sending a few to Europe during the end of July. But on the other hand they were planning as they did to make orders of m17x in Europe available at the same time just to say yes you have the same behaviour from us and to have a stock of orders steadily increasing until they decide to send parts in Europe. In addition they were not afraid of us cancelling the orders as this machine is very special and they believe we will wait for it. US Dell may have nothing to do with Eu or generally no-US Dell but the heads of Dell set the rules globally.

You are spending time talking to your reps, contacting customer service etc as i was doing. Just sit down for a few minutes and think. Well theres nothing you or they can do. How much simplier than that?

 

While I agree with Aristotelhs2060 there's little we can do but grin and bare it. Imo, orders should be processed in the order they are received but that's up to Dell ultimately. It wouldn't be so bad if we weren't kept in the dark about everything. The website must be wrong (intentionally maybe) as I've been in production since the 22. Hell, send me the parts and I could put it together quicker. I can't see them assembling half a laptop and shelving them half way through because they haven't got a part. Where would they put them all ?

 

get got off the phone to my REP and i was quite real about some of the issues ive read on forums, and he said only certain hardware combination is causing set backs to builds, but my machine is still on schedual on or before 8th of July, so could be one of the first to recieve still *touch wood*

 

Out of interest Adrian, what's your setup going to be ?

 

Guessing that they wanted to release the laptop for E3. But logistics was not ready in time. And quite late for Europe.
They decided to move forward and take orders anyway because it is always better to do a simultaneous release officially.

 

everything at top spec, excluding the ram which is 4 gig.

 

like mine. lool you must be kidding us if you really believe what you are saying.

next week my friend. lets see if you will be right. i really hope i wont. i remind you again that if someone in europe gets his own this will be a good sign for everybody so i dont have any reason for you not getting it.

 

I really doubt I'll receive it on time but I've got a written proof that they'll refund my credit note I used for this order (before ordering there was no way I could get a refund). They say they sent this mail because they're sure I'll receive it before my EDD...

We'll see...

 

refund when? if you cancel the order? of course they will. otherwise they will go to jail. lool

 

No no, I returned my M1730 after 1,5y and they sent me a credit note as they couldn't refund it (which I understand).

The credit note was 2365€, I added 900€ for the alienware, so, technically, if I cancel the order they would only have to refund the 900€, not these 2365€.
The email I received stated that they would refund the whole laptop price if they don't deliver on or before the EDD. It would be dumb from them to make such promises if they know for sure they can't deliver on time.

I seriously doubt they'll meet the EDD but in both cases I'm happy.

 

That's a promising gauruntee.

I'm the same except for processor and storage. Went for the T9800, 2x500GB HDs & the dvd writer. So if what they're saying is true then the backorder would have to be on one or more of these.

 

A UPS van stopped outside my house then the guy came to my door with a fairly large box.





It was a delivery for 2 doors down. >.>

 

lol
Dashed your (& our) hopes expertly.
I hope you didn't end up slamming the door in his face, he'd be wondering what the hell your problem was.

 

Guys,

I am in the same situation as a lot of you guys. I ordered the M17x back on 10/06 and my EDD was originally 30/06 then 26/06 and now put back to 22/07, I have since received some quite interesting information that I thought I would share with you who are still in delievery limboland.

I have had a bit of luck with my Dell rep, I sent an email asking what has happened to my order and I got a reply within about 45 mins (today 30th). The response I got was as follows…

“Sorry for the inconvience,

I have checked with the concerned team to check why the delivery of the machines delayed.

the reason for the delay in the delivery is because of the LCD Screen which is on a lead time, all the orders of Alienware are having the same issue.

we got an update from the production team that the screen would be due in this week.

Once it is sorted out the machine will be delivered.

I will keep you informed about the status of it.”


For the record I ordered the following specs…

Intel Core 2 Duo T9600 2.8 ghz
4096MB 1333MHz DDR3
SLI Dual 1GB GDDR3 Gefore GTX 260M
Display: 17in Wide UXGA (1920x1200)
Hard Drive 320 GB
Blu Ray Rom Combo


I hope this helps chaps.

 

I'm not believing any of this sh it about "delayed deliveries on parts" or "out of stock parts". No-one in Europe (or Canada) has got a system so where the f uck are the parts?

 

Geez a bit touchy on this messageboard aint it. Just trying to help squire.

It sounds like the age old case of all the parts being prioritised for the US to me. If that's the case, it dosnt change Dell's statement and infact possibly even implies it....fingers crossed we should start to see some action this week or next.

 

When ordering, I received a call from another rep (I was waiting for my regular rep to call me back), and he told me that I would never receive my laptop since the chassis were on backorder and adding that ordering through him would make it come faster (he then threatened to monitor my account to cancel the order as soon as my regular rep validates it but that's another story, and fortunately for him he didn't).
It seems all parts are on "backorder" for Europe...

 

Lol, that's ridiculous.

Surely we must be able to forward some kind of legal action? Dell are making a joke of it's European, Canadian, Asian, African and...wait, this could take a while. Dell are making a mockery of every customer who isn't from the US.

My rep today told me there's been no update on my order and that my EDD is still the 2nd July and that if I am going on holiday on the 5th, he can help me cancel it. I'm thinking of taking this route. Maybe we should all arrange the same time to do it on Friday.

 

Firstly, I don't understand why everyone wants to sue DELL for the delays, crappy customer support or for focusing only on the US. There's no way we can win in court against them because such things are not forbidden, and should never be as we're supposed to have the free market (whether it's good or bad - that's another thing :] ).

To make it clear, I'm also quite annoyed with the delays. My M17x is in production from the 22/07, and I can't believe it can take longer than 2 weeks to put a laptop together, or even to order all the missing parts. But; there's little we can do about it really, I doubt mass-canceling orders is going to speed this up since all their focus seems to be on the US...

 

Indeed Kreda. If it was a lawyer with actual knowledge it'd be an interesting concept but since it's just some bloke who uses the F word too much I doubt the chances of winning a case are that high...

Thanks for the useful info about the screen lead time Paraplygic. I got the same spec screen so it's good to know they're hoping to fix things this week.

And of course 'mass cancelling' is a stupid idea..

 

i dont know if its only the screen missing although this Paraplygic says gives hopes. please when you refer to parts missing i recommend to add one line:

parts missing in Europe. this is the appropriate way.

 

Well, count yourself lucky. At least you get a response. I dont even get that.
Been waiting four days now for them to call me back. But nothing.

The only info I get is: you're on schedule for delivery on July 10th. Well they better start boxing and shipping soon for that to happen.

 

do you think they've acknowledged the bleeding in the screens are perhaps fixing this issue or sumthing? seems funny how the screens are they only parts in short demand. sureley they would order equal ammounts to the shassy its built in. IF this was the case i wouldnt mind waiting a few more weeks for a screen with no or better bleed.