M17x Order Status Discussion - Part 4

I'm so pissed. I ordered my Alienware m17x On July 4th. I ordered by phone, with an EDD of 7/20. I made it critical that I needed to receive the order by no later than the weekend of 7/28-7/29, for I would be leaving and would not be able to receive the laptop. I was reassured that there "shouldn't" be any issues and I will definitely receive my laptop before that time.

7/19 rolls around, and since I was originally scheduled for 2nd day delivery, my laptop was still "in production". According to the rep, my laptop was in the final stages and would ship out ASAP. For the troubles, the rep promised an upgrade to Next Business Day shipping at no charge. Great.. right? Hmm..

7/20, I get an e-mail saying my order has been delayed until 7/26. I contacted my rep, which so happened to be out-of-office. I waited until 7/23, called and spoke to someone else. They looked into it, told me that my laptop was completed, just waiting to be shipped. @Alienware on twitter also confirmed this was well. The new rep I called to speak with informed me that they could not do any adjustment in price because the offer for 15% off was based on market value, blah blah blah.. I paid a total of $200 more than everyone else who got the discount, and that was even including military and Dell Advantage discounts.

7/25 comes, and I receive yet ANOTHER delay e-mail, asking for my consent and giving me a new EDD of 8/1. This is PAST the deadline I needed the laptop by, completely unacceptable! My laptop has been COMPLETED and sitting and waiting to be shipped ALL week.

Friday, 7/27 comes, and is the last and final day for Dell to ship my product and get it into my hands by my deadline. Fedex Priority Overnight in the US would of definitely made sure it got delivered yesterday (Saturday) before I leave this Monday.

Well, Dell did ship my laptop and changed my EDD. How did they do? My EDD provided by Dell is updated to "7/29" which is today, Sunday. Hmm. So I am suppose to receive my laptop on or before 7/29? Well, doesn't look like that will happen. Turns out DELL shipped my laptop FEDEX Ground from Nashville, TN. FEDEX is estimating the delivery for 8/1, which is Wednesday - after I am already long gone.

I'm freakin' so aggravated with lack of customer support from Dell and Alienware. They keep telling me that they will "look into it" or try to make things right, but how can they? At this point.. I don't know what to do.

 

Ordered a nebula red m17x r4 with 1920x1080 screen, 7970m, 2x 500gig 7200rpm hard drives, 8gigs of ram, and the stock 3610QM processor for $1723 on the 25th. Cannot wait to get this thing. Currently in production. (Estimated delivery data changes from 8/9/2012 and 9/8/2012 every refresh. Glitch?)

 

Yep, I'm pretty sure it's a glitch. My EDD changes from 8/3/2012 to 3/8/2012.

 

It's changing Date Formats, not the date itself. Definitely a glitch. Mine changed from 7/31/2012 to 31/7/2012 to 31.7.2012 ad nauseum.

 

Ok, this company is messed up. I seriously don't understand how they are in business still sometimes. So my last correspondence with them had been when I got called last Wednesday and was told that my order was going to be shipped in the next 24-48 hours, at the latest Monday (today). So I kept checking my Order Status page and big surprise it never changed. I then checked it this morning and guess what the order has been cancelled! No call, no heads up, nothing. Around 11:00 AM my "case manager" calls me and informs me that the order had to be cancelled because one of the parts is no longer available. Do these guys talk to each other at all? Is their status system that fricking complicated?

He then tells me that the order will automatically re-issue with an upgraded part for me within the next 48 hours. I have serious fricking doubts about that. Now my sales rep is taking forever to get back to me and I'm about to snap!

 

What the hell. What part is not available?

Nothing has changed with mine. EDD still says tomorrow, but I know it hasn't even shipped.

 

Big surprise, my case manager was not able to give me specifics about what part it was. When I tried calling my sales rep I ended up talking to another person who mentioned something about the processor (I did not get that confirmed though) but how in the heck could the 3720QM not be available. I hope everything works out better for you.

 

UPDATE: Talked to my sales rep and my order has been re-issued. He is a nice guy but man has his order support network let him (and me) down on this one. My understanding from him and other reps that I spoke too was that there was an issue with a shortage of one of the parts that caused my order to be cancelled. But my new order HAS THE SAME CONFIGURATION. Tell me how that works

My EDD is now 8/20 (it was originally 7/23). I can't even believe it. I should really just cancel my order but I think I am too exhausted. I have been assured that it will get here sooner than that but you can understand my lack of faith. I know that my rep got me a pretty good deal in the first place but I really thought I was going to get something bumped up or some money off for all my troubles. I guess they figure they have me over the barrel if I haven't cancelled at this point.

Going on a trip next week that I was really hoping to have my system for, I thought over a month would be enough lead time for Dell. I sure hope that I feel better about my new purchase when I have it in front of me than I do right now.

 

My comp had an EDD of 8/3 with free overnight. Shipped today and should be delivered tomorrow. The USB 3.0 problems with WD external HD's have me pretty nervous since I pretty much have all my data on my externals. Also kinda anxious to see if there will be any problems right out of the box.

 

So yeah, I didn't get the machine on the 27th like I was told I would (ordered on the 25th). I did receive another email saying that build is complete and that it will be shipped soon and should arrive by the 7th of August. Waiting to see if I can get the machine earlier than the EDD.

I did go to the website today and try the same configuration I ordered and found it to be close to $100 cheaper. So I called the sales rep I dealt with before and asked him about it, he said he would get it adjusted and refund the difference to me.

 

Well, my slog is finally over. My M17x arrived 7/30. Just for a quick timeline recap:

Ordered: 6/26
First EDD: 7/19 (but ASSURED it would only be a week or two, at most)
Delay, second EDD: 7/25
Delay, third EDD: 7/31
Arrived: 7/30

I understand that delays happen, but the way Dell handles its delays and its near complete lack of any substantial communication really sours an experience that's already stressful. I got it, so far it seems like a great laptop but all the excitement and anticipation really died out about the second delay. I'm going to keep it because at this point it'd be too much of a blow to send it back and eat a restock, especially after rescheduling flights around its delays and arrival. Overall, I doubt I'll order from Dell ever again, and especially not if I have any kind of schedule to meet. Ironically, I didn't go with Apple because I knew they'd be true to their 3 to 4 weeks, and Sager because I was afraid it'd take too long to assemble and ship.

Good luck to everyone still waiting.

 

Happy to hear that you finally received your machine. As you can see from my last few posts, I am not a happy camper either. My thoughts are very much in line with yours about the lack of communication and absolute confusion for the most part that the reps seem to have when an issue arises.

Like you said, one of my biggest regrets is that the whole runaround with finding out what is ACTUALLY going on with your order is that it kills the excitement that you should feel about getting one of these machines and makes me examine the money that I should probably be spending on other things.

Please let me know if some time with your long lost order makes you feel any better.

 

Well, mine is on the truck for delivery this morning.

7/15 - Order placed, 7/31 given as EDD
7/26 - Call from Dell saying my order was delayed and I would not receive it on 7/31. Could not give me an updated EDD.
7/30 - Order Status changed to shipped, new EDD 8/01
7/31 - On Fedex vehicle for delivery

I kept the free 7 day delivery because I thought something like this would happen. I live in Mobile, AL, and I knew that Dell (and Alienware before them) operated out of the South. My order shipped from Ellenwood, GA, which a suburb of Atlanta, about 5 hours away. Still, I had hoped to have a little more notice and be able to take off work. Oh well, guess I'm about to pack up and head back home.

 

hi,

I also received mine yesterday, the two delays definitely killed the excitement, but I am keeping it. So far everything ran smoothly, the 3D screen is great (no dead or stuck pixels), tested several 3D games (Batman: AC, Max Payne 3, Watcher 2 etc), all worked flawlessly.

Hopefully rest of you receive yours without any problem, good luck.

 

that'd be nice, but unless i receive it by friday... ill have to cancel since im deploying that night for a year so... i told them this before i ordered and they guaranteed id get it. yet there is a delay on the 500 gb hd and the killer-n wireless. according to my rep.

 

Just got a call from my Dell Rep saying my order was ready to be shipped out and that I should get my tracking information sometime within the next 24/48 hours. My God this has been one of the most stressful orders I've ever placed. I'm just hoping that it does indeed come before my EDD; August 6th and that it is fully functional!

 

what computer specs did you get?

 

Stock i7, 16GB RAM, 7970, 1920x1080 Screen, 1TB HDD with a 128GB SSD.

 

I agree and feel the same. The excitement has gone, all I really feel like is cancelling it and reversing my credit card charge. Gone that long now without a system I'm over it all. Mine is 2 weeks over EDD...

I will wait to see if my rep gets back to me today or not and make that call, what a f'n drama!

And like your rep I don't believe one division actually talks to the other, he is trying for the most part yet seems to be totally in the dark on what is going on and where my order is, hopeless...

Lucky bugger....... Completely jealous......

 

My estimated delivery date is August 9th. I do hope I don't experience any delays like some of you have. Ordered on the 25th.

 

Computer arrived at 12. So far, no problems. USB disconnect issue mentioned in another thread is not present with my machine. Just waiting for SSD and RAM to be delivered

 

Hi there,
Does this mean your m17x from QVC is a 3610 R4? I saw just recently a Dell rep posted on QVC that it was a R4 but with Sandy Bridge..could you clarify this for me? I ordered mine on 7/20 so I have a LONG way to go but getting antsy that it might not be a Ivy bridge now.

Thanks!

Diana

 

you guys who order need talk to manager get you next day air or else.

 

Mmm... "Your order is now in final stages of production and hope fully should ship out soon."

 

Hi all.. I ordered on 07/20 with the following specs

Alienware M17X R4
3 rd Generation Intel Core i7-3720QM
12GB Dual Channel DDR3 at 1600MHz
17.3-inch WideFHD 1920 x 1080 120Hz NVIDIA 3D Vision Bundle
2GB GDDR5 Nvidia GeForce GTX 675M
32GB mSATA caching SSD
750GB 7200RPM SATA 3Gb/s
Killer Wireless-N

EDD was given as 08/8. Will I get it on time? I am leaving country on 14th. I will come back only Nov. Can I trust Dell?? Anyone ordered similar specs and got it on time?

 

It seems like most people are getting their systems on or very near their initial EDD.

 

I ordered mine the same day and I was told I'd have it by August 3rd, I deploy that night for a year. So I hope they are right.

 

My EDD given from QVC is 8/20 though so far it still shows it as 'processing'. I know it ships from Dell. I'm not sure how accurate their page is though. I've seen a few reviewers on there now saying they only got the 500gb hdd as opposed to the 750gb one advertised. I also saw msgs from a Dell rep ..in one he said it's an Ivy Bridge, in the other he said it's a Sandy Bridge...
I just hope it makes it here by the 8/20 EDD...this waiting is painful, especially with the questions I have regarding the build.

 

Mine got shipped out yesterday 7/31/2012, my EDD was August 6th, 2012. The EDD seems to have vanished from the Dell tracking page..? Is this normal? I live in Canada, here's the current status of the shipment according to Purolator; In Transit in U.S. via U.S.A. GROUND LINEHAUL depot.

 

When did you order your system?

 

Where does Dell ship out of? I know their corporate headquarters are in Texas. It would be nice if they ship out of Texas because that is where I am located..

I will be ordering my system this week.

 

Mine shipped from Ellenwood, GA, which is a suburb of Atlanta. I've seen other posters say that theirs shipped out of Memphis. I'd be really surprised if they didn't have a facility near Austin.

 

Placed the order on the 19th of July. Finished production on the night of the 30th I believe, got a call on the 31st saying it shipped out today... Took about 5-6 hours to show that it was actually shipped out on the website.

Any Canadian customers on her that know how long it took to receive their Alienware systems? (Preferably if you live in Ontario)

 

My laptop was shipped from Nashville, TN to Pennsylvania.

 

Whats the avg delay time for 17x R4 nowadays? Mine EDD is given as 08/06. Today suddenly it displayed as F836R Pad,Mouse,Alienware,M17X.. what does it mean ? Shipping will be done soon because of this status? Anyone has been in similar situation?

 

My EDD is also 8/6 and I received the same status update with the Mouse pad. I think the laptop is done and they're packaging it up. If i'm not mistaken from all the unboxing videos I've seen, the mouse pad is the first thing that you see when you open up the box...so it must be the last thing that goes in.

 

where do you guys get these updates? lol

 

Yeah. I think you are right. Please let me know if you get it. Crossed fingers...Yours is 7 day shipment or next day shipment?

 

The main Order status page that lists all of your current orders and what stage they're at. The same page that you've probably hit the refresh key 1,000 times. Dell will eventually create an automatic order for you just for a mouse pad with it's own order #, but it will say $0.00 when you click on it.

Next day shipment to Los Angeles. I called Dell yesterday and they told me there are no delays with my order and that I should get it before my EDD of 8/6.

My build is Nebula Red, 3610qm,680m, 3d Screen, 6gb RAM, 500 gb harddrive with caching mSata, Intel 6250 AGN wireless, BluRay drive

 

The only difference in mine is 3720QM and Killer Wireless-N . Lets hope for the best. Once it shows shipped let me know.. Thanks for the reply.

 

Should have mine by 12pm tomorrow. Confirmed that with Dell logistics today.

So that'll take me to 4 days earlier than the EDD.

 

Well, looks like I'll have to cancel my order. I was told I would have it tomorrow before I go on my deployment, but haven't heard anything about it being shipped. So guess I'll be cancelling.

 

Ordered mine today from the infamous Laura.. Thanks OB!! She really hooked it up.. Saved me an additional $200 bucks from the already cheaper 15% off plan.. I am soo stoked!

 

Ordered mine today as well. Very excited and relieved. I'm upgrading from a gateway p6860fx with a Nvidia 8800 GTS and upgraded (lol) T9300 processor to an Alienware M17x R4 with the i7 3610, AMD 7970m on 1080p 60hz screen, 8gb of ram (will add RAM for my CAD needs later), 750gb HDD, im adding a 256gb Crucial M4 SSD, and it also has a killer N 1103 wireless card. Cannot wait to get it. My rep was great, very easy to deal with, and got me a very good deal, so if anyone wants me to refer them to him PM me.

 

Awesome!! It will be interesting to see if they arrive around the same time..

 

Yeah we will have to see what happens. My laptop is expected to be delivered on the 16th, what about yours?

 

Looks like I'll be getting my Alienware sometime tomorrow! Currently in transit from Toronto to Ottawa, if it is indeed to be delivered tomorrow it would be 3 days early to my EDD. I'm so excited, I've literally just setup my cooling pad, headset, mouse, external monitor and keyboard in hopes that it does indeed come tomorrow! woohoo.

 

Has anyone received their $200 gift card or their dell member advantage card?

 

Congrats! Where did it start out from and is it coming via Purolator (ground or air)? I'm in Canada as well and my "case manager" thought it would be coming from Ohio or Texas.

 

Well it actually doesn't show where it's coming from, Purolator just gives me this as for the actual tracking information; In Transit in U.S. via U.S.A. GROUND LINEHAUL depot. So wherever that is I guess? It only took 2 days to get to Toronto so it might be either the Ohio or Texas location.