M17x Order Status Discussion - Part 3

Sucks to hear you cancelled man, but I completely understand.

 

Did you order a black or red system? Maybe the delays depend on what color the system is ordered in.

 

Yea, the CSR offered me his personal assurance it would be on time. rofl. I asked for NBD and to expedite it, they denied. CSR manager denied it as well. So I gave the CSR manager an earful and had them cancel it. Considering I was paying retail minus $100 they can keep it.

 

Man, they didn't even offer you NBD the most basic of "upgrades" to satisfy their customers? Shame on you Dell---keep this up and you'll lose TONS of business.

 

I wanted to give AW another shot as well. But the problem with AW is that Dell bought them, and Dell is way to big for itself. None of the CSR's I dealt with had any idea as to what any of the other CSR's had told me and each one had different EDD's and information. My time is worth more than that. MUCH more. So Dell lost out on $3k, which I know is nothing to them. But that's not the point.

 

That's right, it's not about the money, it's the principle. They really need to step up their customer service. The warranty work from my understanding is great, but the other service is awful.

 

I really hope mine ships asap.. ordered 3/9 and have been pushed back twice now to 4/19

 

Does dell cancel orders over the weekends. I just want to know because I placed an order for an M17x r3 on March 28 with an EDD on April 21st. However after hearing that the M18x would be released on April 19, I called in today to cancel my order.

However the woman from Dell told me that since my order is in production they cannot cancel it, I would instead have to wait until it is delivered then send it back. She told me there would be no restocking fee and even offered me an additional $150 dollars off I didn't cancel my order (I didn't take her offer). I was given a case number but when I logged into my Dell account it still lists the order as in production. Is this standard for canceled orders?

 

I canceled mine today. It shows as canceled in the order status but the email says they can't cancel it. Either way the money allotted for the system is no longer in the account that they have authorization to pull it from. So if they attempt to bill me, I'll be back on the phone again with them and it won't be pleasant.

 

This is starting off to be a crappy day for some members here... sorry that you guys are having problems.

 

Thanks, I guess I may need to call Dell again just to confirm that the order has actually been cancelled. How many days was it between when you placed your order and when you cancelled?

 

Eighteen I think. I ordered it on 3/21 and canceled it today 4/9.

 

Looks like I will need to call Dell again just to confirm it's been cancelled. I really dislike calling them and to compound the issue, their phone lines are all filled with static which makes their customer service reps even harder to understand.

Also did they give you any spiel about having to take delivery of the computer first and then returning it or will they simply not mail it to you?

 

I told them not to mail it because no one will be available to sign for it over the next few weeks.

 

Sounds like some good canceling advise for people considering do just that...

I think they may be hoping, by receiving the "OHMYWUTTHAF**KBBQSAUCE" box you cant stand but opening it and thus, keeping the laptop.

 

I was told the same thing by a customer service rep when I canceled my first order. This was canceled however, the evening of the day I order. Otherwise, they ship it to you once it is in production and then you return it.

 

That's probably their plan. But I really won't be available to sign for it.

 

Ordered 3/19
Estimated ship date is 4/11 and has not changed

According to online its "In Production"

What chance do I have that it will ship on 4/11?

 

Who knows? Mine's supposed to ship on the 12th, and I've received numerous assurances it will. Still doubtful

 

ordered 3/11 and EDD is also 4/11 I can't imagine how we will get our computers delivered considering they havent shipped yet and we wont get them same day...So I would imagine the 12th is the earliest we will get them

 

I'd also like to say how much I've grown to loathe Dell's on-hold music

 

Good luck guys. My order was put back 2 weeks.

Ordered 3/22
Original EDD 4/13
Updated EDD (yesterday) 3/27

On Order: Stealth | 2820QM | 6970 | 1.5 TB |

 

I'm kicking around putting in for a 17x 3D...ship date says 5/13/11...kind of long wait.

 

Honestly, I would just wait till the newer models come out.

Wish I had read more into this thread before placing the order. lol

 

Well I ordered mine on 3/11 and received it 4/6.

4/6 was the original EDD as well.

They upped it to NBD which changed it to 4/4 but then sent it ground any ways.

Since I did not pay for NBD I guess I really can not complain too much and the order arrived on the original EDD in the end.

 

ordered Feb 28th
finally coming in, got the call from Purolator- (it is "almost" here) ... ... what a wait! are all Canadians treated like this? When I asked why it was taking so long, all they told me was "sorry" >_< "that is not an answer!" but hey... at least it will be in this week.

 

So i finally spoke to a supervisor AND a manager. I was so pissed and irate that I had not gotten a simple answer what was causing the delay on the m17x r3 from the supervisor. I asked for the manager. The mgr advised me that they are out of the motherboards for the m17x r3. They are having a high demand for the r3 and with the sandy bridge recalls, they did not have enough on board. He said he would replace it with an m15x or m11x and discount the price of the system. But I do not WANT those systems, I want the m17x r3. In fairness, he did give me the actual reason but I really had it out with him because they need to start putting true EDD's out for the customers instead of luring them in with these 3 wk turn a rounds. This may even be total BS he was giving but he was very nice and even told me he would follow up with me on Monday to see if he could get more feedback on when the motherboards would be in stock. Anyone else getting this story?

I just want a true EDD instead of getting pushed back for the 3rd time.

 

Again I totally sympathize with those who have not received their systems. Dell does owe an explanation as to why these systems are not shipping by the EDD. However, the events in Japan have probably taken their toll on parts whether that is the motherboard, lid, display, memory etc. I waited three weeks almost a month for my M17x R3 and almost five weeks when I ordered an HP Envy 14. They didn't even provide feedback at HP and said wait till your EDD.

At least Dell is providing some information whether it be true or not is the question.

 

Well as a compilation of the last week or so, CSR's/Dell have been informing people that trackpads, 320gb HDD, hinges, LCD covers, chassis, and motherboards are on backorder. Even though he may be a manager, I'd take what he says with a grain of salt.

 

I honestly don't blame you. It's a great PC but to hell with them for treating ppl this way. I'm thinking of canceling if no feedback from the manager has happened on Monday. The supervisor said she emailed the building dept. on 4/6 and they never responded to her (today's the 9th). I said "Really? Wow, quite of a "team" you got there. They don't even respond to their authorities.

Anyone know a good Alienware equivalent?

 

I agree. Who knows what could be on backorder or not. The weird part is some NBR members are still receiving their laptops in about two to three weeks while others are waiting longer.

What is the logic behind this? Specific parts, the color of the laptop, I wish somebody knew.

 

Here's the generic story of my M17x R3 Nvidia 3D enabled order with basic 7 day ground shipping.

Order placed: 3/10/11
Original estimated ship date: 3/30/11
Original EDD: 4/4/11

In production stage: 3/11/11
3/12/11: EDD was delayed to 4/6/11; Estimated ship date delayed to 4/1/11
4/1/11: Order still in production

4/3/11 (1AM Monday Morning): Status: Preparing for shipping;
EDD delayed to 4/14/11, no estimated ship date given

4/7/11 (2PM): Order shipped; EDD moved forward to 4/8/11

4/8/11: Order received. [:

Long story short, don't expect the laptop by the initial EDD. It's an courtesy estimate. Don't hold it against DELL or Alienware if it's a little bit later. I know they are swamped. It's likely a basic part that is behind in production (since the EDD doesn't change, no matter what parts/color you select to order.) Alienware was always good at providing accurate EDDs according to which parts were selected in the order.

I believe that a lot of the "Preparing to be shipped" time is essentially the laptop being shipped to the US, or whichever country your order is being delivered to. Don't be surprised if it hangs in this phase for 4-5 days, and then your laptop ships and magically ends up on the other side of the globe (especially if you selected 7 day shipping) (FedEx will say they are waiting to pick up the order, when they are probably waiting for it to arrive in the US).

Hope this helps you all know what to expect. [:

 

Sadly I don't believe I want my Alienware anymore.
I've found a laptop that is much better in very aspect of the Alienware and for less of the cost and more of the power, minus the colorful lights of course.
But apparently now that it is "in production" and probably will be for quite some time, I cannot cancel my order, I can only return it once it gets to me. Whenever that will be. :[
Does anyone know of a way I can possibly cancel my order without having to wait near a month to do so?

 

what "new model" is coming out? didn't the R3 just come out? I'm thinking of doing the buy back protection and swapping it out in a year if there is really something worth doing that for.

 

The only new model I'm aware of is the new 18" coming "soon." I'm not aware of any new m17x revisions.

 

18" is that even a laptop anymore? Also the rumored dual GPU stuff is gonna run the price way up...18.4 inch screen I'd guess this comes in at over 3k EASY

 

i ordered my m17x r3 on march 23, and got the 3d version with the 2820 and 8gbs of ram and also 320hdd. my estimated ship date was 4/14, and now it is the 10 and it still says in production. i have called many times asking if my unit will be delayed because i have read that there is a shortage, and they keep telling me that it is on time. the only reason why i believe them is because they still havent changed my edd so i am hoping that they wont change my edd because if they do then i will cancel and def wait for the m18x.

 

Just a note for people that want to cancel. From Dell's cancellation page.

"If you have ordered a custom-built PC, we can only cancel your order prior to beginning the production process. Go to My Order Status to check the status of your order.
If your order is listed as Pending or Order Processing, we will attempt to cancel your order — call us right away at 1-800-624-9897.
If your order is listed as In Production or Shipped, we will not be able to cancel it. However, after you receive delivery of your order, you still have the option to return it subject to Dell™ Return Policy. Read the Initiate a Return topic for more information. "

Note: If your order is delayed by Dell, you will receive notice and the option to cancel the order in accordance with the Federal Trade Commission (FTC) Mail Order Rule.

So dont let them bully you into receiving your order and paying those ridiculous fees to return it. They have to allow you to cancel if they delay the order.

http://content.dell.com/us/en/home/d/order-support/cancel-your-order.aspx#cancel-your-order

 

I had a similar cancellation story, called 5 different reps trying different approaches and nothing seemed to help, i got the same answer over and over - once it's in production it can't be cancelled.
Couple of days after that, i receive a call from the rep that was taking care of my order, saying the she saw that i tried to cancel the order and that she cancelled it for me.
So it can be done, and the excuses that the system won't let them do it is plain lie.

 

Yup. I canceled my order yesterday and it was listed as in production. I won't be here to receive it when it is supposed to be shipped so I told them to cancel and not ship it. If they do ship it, well, no one will be around to sign for it.

 

So I've been thinking about upgrading my basic warranty to advanced, do you think customer service is going to tell me they can't modify my order since it's "in production?" I know they say they can't make changes to the parts, but if they can't change my warranty that would be pretty dumb.

 

That is exactly what I was told, I wanted to upgrade my warranty as well but was told, I would have to cancel my order and then re-order with the warranty I wanted.

I have read however that if you call within your 21 day return period and ask to add whatever warranty options you like, they will add it for you. If they give you grief, tell them you are going to return the unit and re-order.

This is what I plan to do, if they ever get it to me ...

 

Their ordering process has to be the dumbest in the entire market. I typically take extremely good care of my stuff so I don't think advanced is going to be completely necessary, but this is my first laptop so I'm going to at least get the first year of advanced "just in case." I'm going to call tomorrow to see what they say but I'm pretty sure they're going to say exactly what you said. To think they can't/won't upgrade warranty options which have NOTHING to do with production is just completely asinine.

 

I completely agree! I could not believe they actually told me that. As a matter of fact, I am going to paste an exerpt of the email from my CSR for all to see, Talk about terrible customer treatment!

This was in response to me asking to upgrade my warranty!

 

That is really awful service for sure. I'll be sure to ask them about upgrading the warranty option after taking delivery of the laptop during the 21 day return period.

 

I've been following this thread for a while now, and some of you seriously need to chill out. The delays, the issues with upgrading your warranty.... Everyone is experiencing them. I had to re-order mine because I chose 3 years instead of one. That seems to be their policy, whether it is stupid or not.

Many companies besides Dell have out-sourced their customer service and tech support to foreign countries. Sad but true. Try talking with HP, it is much, much worse. If you can't wait patiently or are unhappy about your order, then it seems according to the post above you can cancel it. From what I have read and heard over the years Sager is no better.

If you want a laptop immediately, then I suggest ordering a preconfigured one from Newegg, Microcenter etc. You have the power as a consumer, take your money elsewhere and purchase something you like. This thread which is suppose to be about order status has turned into a b..ching session of epic proportions.

End rant.

 

I have a R3 on order EDD 4/15. I have the 3yr advanced warranty. Today I noticed on the order page they offer North American phone support (3yr for $189). I sure do not remember that when I ordered on 3/23, because I might have considered it. I have a heart burn with talking to India. If it is true you can change the warranty options during the 21 day period, do you guys think it is worth $189 for the privilege of talking to an American for 3 years?

 

I thought about the same thing. However, it would be better to cancel and reorder than to add the north american tech support later. It will be much more expensive after the fact.

 

Hahaha, that's funny. Every company that outsources phone support markets that it's just as good as phone support in the home country would be, but yet, if we're correctly comprehending what Dell is selling here, there's a premium to speak to someone on "home soil". Why would that be if there's little to no difference between the two?

 

It's funny to me that you are actually trying to justify how bad their customer service is. I'm not sitting here complaining about waiting for my order. I'm complaining about how ridiculous it will be if they refuse to allow me to upgrade my warranty either before or after shipment and if this order modification will actually require me to return my laptop.

It's great that you found it acceptable to have to reorder your machine because you changed your mind on your warranty, but don't expect everyone else to be fine with it. We'll see what they say tomorrow, but I'm not holding my breath.