M17x Order Status Discussion - Part 3

Yeah I ordered 23rd and I'm shipped. Should be delivered by 6/2.

 

The real question to ask is why is this happening? (re: refurbished units in place of new systems)

I'm assuming Dell have excess return units they want to get rid of. So are Dell sending out too many poor quality units in the first place or are people abusing the warranty / return process?

Whatever the cause, it seems that consumers may now have become victims of the same process that Dell has put in place to benefit/protect them. Dell's decisions have now apparently resulted in people like Joker and Joe get screwed on their new purchases...

I think Dell need to refine their policies and quality processes. Most importantly they need to be issuing high quality systems with a low defect rate from the get go. I'm sure another contributing factor to this problem is that it's far too easy and attractive for some people to illegitimately send back units for new warranty replacements or send back units within the 21/30 day period - only to subsequently re-order when the next flashy new component becomes available. Also, the fact that people send back a perfectly working system claiming issues that don't exist (or minor issues), then get a flashy new system at no cost is a worry. I'm sure they wouldn't burn their house down or crash their car on purpose to make a fraudulent insurance claim but for some reason they think it's ok to abuse Dell's process this way.

For brand new orders (i.e. you are handing over cash/payment) a new unit should be the case - that's a fair expectation. Definitely raise hell if you got a refurb as a new unit. If you received and returned a unit or are receiving a warranty replacement then a refurbished unit is appropriate - provided it is clean and in good working order of course. I don't understand why people expect new systems in place of old/used returns though.

 

Joker's laptop, I believe, was dinged during production. Joe's laptop was the only one I have heard of that was FUBAR on delivery.

 

Yep, which goes to my point about quality and them getting it right at the get go. I can understand their frustration in both cases.

I'd be interested to see how many more occurrences we see of this in the coming weeks.

 

I understand that they probably have received a lot of return but they wouldn't send out used laptops. Dell would get sued by every single person who received their broken/damaged laptop.

I'm still wondering if Joe's laptop has his engraving on the bottom. If it did then maybe it was switched by accident or something. If it didn't then they gave him a used laptop.

 

Yeah, you'd hope it was an accident. I honestly wouldn't have thought they'd send out used laptops either before I saw Joe's photos... It's quite damning.

If it was deliberate and they were caught I daresay they'd simply claim it was an accident / problem in their process and offer compensation. I guess everyone who receives a new unit now should go over it with a fine tooth comb - just to be sure.

 

The pictures were really bad.

They probably would say it was an accident. When I get mine Wednesday I will look over it twice with a magnifying glass.

 

My replacement is now in boxing. I ordered it on 5/26.
It was a suspiciously fast build stage. I hope they actually built it and not just grabing a refurbished system from their outlet.

 

I also ordered a new M17X R2 on 23 May. It is to be delivered tomorro, June 2nd. I have a feeling it only took a week because it's a refurb. Oh well, back it goes!

 

I did a replacement once and it did look new to me but I do hear that a lot of them are refurbs. Since then I've always returned and reordered.

 

I ordered on the 18th. Still in production. At least on the website.

 

Well Mine shipped. Should be less than two weeks before I get that. I wonder if the 940XM will get here before than.

 

Sweet, mine will be in tomorrow.

 

Nice, can't wait to see some results with your tests and benchmarks whenever you get a chance.

 

TAMWORTH, GB 06/01/2010 12:00 P.M. ARRIVAL SCAN
BARKING, GB 06/01/2010 9:17 A.M. DEPARTURE SCAN
BRUSSELS, BE 06/01/2010 2:10 A.M. DEPARTURE SCAN
BRUSSELS, BE 05/31/2010 9:35 P.M. ARRIVAL SCAN
EINDHOVEN, BEST, NL 05/31/2010 7:15 P.M. DEPARTURE SCAN
SHANGHAI, CN 05/27/2010 4:52 P.M. AGENT PICKUP; IN TRANSIT TO UPS
NL 05/31/2010 6:42 A.M. BILLING INFORMATION RECEIVED

When will my Alienware arrive couldnt they deliver it on the way to Tamworth I live on the way

 

mine is comming tomorrow too (6/2). That does suck about the system Joe received! I hope I dont get a bad unit as well. How many people have not received damaged units? Dell needs to fire who ever is in charge of quality control! A system this expensive should be flawless!

 

I wonder if Joe has made a call to Dell yet? I haven't seen him post about it yet.

 

I recieved mine with a left speaker light that is slightly discolored compared to the other, it has a greenish tint to it. Dell sent a tech out today and he replaced the led board for that speaker. It still has the same problem. Should I really worry about it? If I ask for a replacment, will they send me a new one or a replacment?

 

What you see on these forums is only a small sample size from what these companies produce. Every company has issues and AW/Dell is no different. If you are looking to buy a high end laptop you can either just go with AW or build it yourself. Or try one of the lesser known boutique brands and take your chances. At least AW/Dell has a good track record of getting people what they want if they messed up.

 

Mine has the same tint. It's not thatbig of a deal but I will probably get it replaced soon...famous last words

 

Mine arrived with couple of dead pixels right in the middle of the screen so I ordered a replacement. Now I'm worried that my replacement will be a refurbished one and will be in even worse shape than the original system.

I know that this forum represents only a small chunk of all the people getting AW but the percentige of this chunk of people who received flawed systems is still a bit high for the price we pay. I agree, they should improve their quality contol before the systems leave the factory.

 

If it's a refurb it goes back. Pretty simple.

They screw up bad enough they are going to lose customers. Also, pretty simple.

 

How we can know if, at all, there is any post-production-pre-Shipping "quality control"? Is there any place where Dell?AW state/declare such a quality control (QC) test and processes?
Personally I haven't found one... BTW: is any such QC for the famed Precision 6500?
If it's not stated anywhere, how can be know what kind of QC are we paying for?

 

Back on topic please. This thread is for discussion of shipping times, etc. If you want to discuss E3 and AW there is a thread for it. If you want to discuss Dell Customer Service Issues, there is a forum here:

Dell Shipping Order Status and Customer Service Issues

Thanks.

 

thank you dell my unit is here with me in Iraq, thanks again. I'm happy.

 

Dear BatBoy, I appreciate very much the efforts to mantain the posts "in-line" of the thread topics.
But, certainly sometimes this limitations are a little bit exagerated.
in this thread where posters express themselves on "Order Status Discussion - Part 3" the existence (or not) of a QC have significant impact on any "Order Status" therefore, imho, it's perfectly legitime to discuss the need of such transparent QC, specially in devices at cost from $1999 to $6000+ (and the marginal costs that the lack of a QC have in any "Order Status".
Please a little flexibility is needed.
( And I hope that some executives at Dell/AW are reading from time to time, not only the complains in this rocking Forum, but also the ideas that emerge from the people. That's the true meaning of democracy .)
The inteligent learn from his experiences, the wise learn from the experiences of others.
Thanks for your kind understanding.

 

I completely agree. They seem to be overreacting a bit on our discussions. I can understand if it's a big derail like talking about someone's cat, but we are still discussing topics directly related to the ordering process.

 

mine has arrived! yeeeeeeeeay!!

 

mine arrived about an hour ago!!!

 

still waiting on the fedex truck

 

Try doing something else. The time will fly.

 

Congrats to all the new owners!

 

My Estimated Delivery Date has moved forward a few times.

The most recent update puts it at 14 business days (nearly 3 calendar weeks) which is just inside the Estimated Shipping Times on the Dell/Alienware AU website (10-14 days).

• 25th May - Ordered
• 18th June - (Update 1) Order Confirmation e-Mail EDD
• 15th June - (Update 2) Dell Order Status Page up until yesterday
• 11th June - (Update 3) Dell Order Status Page today

​

 

I guess I'm the unlucky one. I'm still in production and I ordered on 21st of May. EDD is still June 15th. I really really hope it doesn't take 6 weeks to get here like my first M17x.

 

Same here, guess we both unlucky.

 

Is that for a new order or replacement?

Edit: Never mind, just saw your signature - based on that I assume replacement order. Clearly replacements/returns are subject to different shipping times.

 

It's a new order. Not a replacement. I just returned it before my 21 day policy since 5870s came out. Then I ordered the new one from a different sales rep. Therefore it should be a new order. I think people with i7 820QM generally takes longer than other processors.. Since s0ysauce's was made in less than a week with i5 processor. Oh well..

 

Possibly, but I have also selected an 820QM in my order and it's moving along the process.

Maybe they check/verify the system you returned first before they progress your 'new' order? Alternatively, did they refund your money and you paid again or did they just transfer credit to your new order? If it was the latter then perhaps they treat it differently to a new order.

 

Ahhh maybe it's because I had another M17x inbetween these two. I canceled due to the fact that it had 5,400 RPM HDD and 1066 MHz ram despite the great discount I have received. Then reordered from there. So it might count as replacement. I totally forgot about that. Oh well.. replacement takes longer? Although technically, it's really not a replacement since the one in between didn't even go into production b/c I canceled it right away. Either way.. I just want it sooner.. sigh..

 

Dang man, I might even have my replacement machine before then. Did you call to find out whats taking so long?

 

I did speak with my customer care rep and she told me that she will "escalate" my order but the production team did not respond back. I told her some of my friends received their system or has reached shipping stages even when they ordered after mine and she just told me to get their order number to complain with the production team. So pretty much I didn't get a solid answer from them. All I get is AW is a very demanding product so 3 weeks is normal etc etc. I was hoping to have it this week.
*Joker did you decide on which system you're going to keep? I did see that you sent an email to the AW team and they did say they are going to look into the 5870s lack of performance issue. +1! Hopefully you'll stay with us with 5870s? *

 

i ordered 25/5 from AU and was shipped from factory this morning. Well, my unlucky friend is suffering the same situation as u. PLUS DELL did not charge the credit card yet. Rep told him it's normal and DELL will charge him once the laptop is shipped. is it true in US? anyway it's his US friend's credit card n order through EPP website.

 

Yup they charge you when the product ships out. How in the world are you guys getting it before me... I ordered mine on the 21st.. Sigh..

 

maybe we r lucky.
Well, DELL AU still owe me one refund for an AW keyboard, and it already took them one and half month. i still do see money into my account. That's unlucky to me.

 

I paid when I placed my order. News to me re: being charged when it shipped. I wasn't aware it was an option to place an order and not pay until it's ready to be shipped.

Like I said, I can only speculate that your order has taken longer because it was a 'new' order after returning another system. However, if you had been refunded for the old/returned order and made a new payment as a completely new order then there's no excuse for the delay and I'd definitely be asking about it.

 

I can't really say anything since EDD is June 14th. I can complain and say there are people that's getting it before me when they ordered after me. All they say is their specification might have been different or give me their order number and we will make it right etc etc. I mean who would give out their order number to some stranger? Meh... I just want it a week before so I can start my break WITH the computer. Hopefully... hopefully...

 

I think the delivery time may be related to availability of the parts and perhaps method of payment.

 

Replacement order placed on 5/27 found it has shipped this morning on the order site, never did get a EDD.
Now just posted EDD 6/4, no tracking number yet
_________________

Replacement for R1
R2 i7 920xm 6g 1333 1200p RGBLED Blu-Ray 128 SSD
Duel 4870 CF

 

I hate you guys.

 

Man, Dellienware STILL hasn't got this ordering down?

Sheesh... btw, could one of you guys be nice enough to send me the number for the Bluray drive so I can call Dell and try to order one? They didn't have any in stock when I got my system, I'd really appreciate it. And I promise it won't delay anyone's order. By much