M11x Order Status Discussion Thread - Part 2

Mine arrived at airport in UK at like 3am yesterday and was at my door by 12noon. Not bad Need to get some games on it, only tried wow and dragon age so far. Both run pretty well but I think I have do some more tweaking with wow and fps were a bit lower than expected.

 

Try The Witcher, works perfectly on mine. And a class game too.

 

does anyone have any clue why my expected delivery date is dec 27th? i'm going crazy here. is it seriously possible my laptop can be in production from now until the 20th...

 

One can only guess but Dell will revise the estimated delivery date if it ships sooner. Mine originally was estimated for delivery on Dec. 10th but got bumped up to Dec. 7th.

On that note, FedEx still has no record of my package even though I got the shipping notice on Thursday. And Mr. Outsourced at Dell Order Support was no help whatsoever. I'm starting to think that delivery date is rather optimistic...

 

Well, I have a conspiracy theory for everyone to ponder.

I was thinking about it today and realized that with the M11x coming, there's not much stopping me replacing the M15X with a desktop (if you're interested and in the market - 1 year old M15x Core i7 740, 4 gig, 1 gig Geforce 260, 500 gig drive etc etc $1000). Anyways, I called up sales to get a discount on an Aurora I found. They wouldn't budge saying it was already discounted. I pointed out the mess I've been through with the M11x this past week. Still nothing.

I then specced a different Aurora (without discounts) and called again to try to get a discount, taking into account the lies I've been fed by customer service. Explained the M11x problem, explained the lies, the delays etc etc etc etc. In all I've spent about 2 hours tonight dealing with Dell's customer sales team, and getting absolutely nowhere. So, hung up the last call, clicked to check my status and guess what.....the M11x is now marked as shipped.

Now, given that I did mention in both calls that I'm thinking of just cancelling the M11x, and given that you can't ship out with FedEx on a Saturday night, and since I have next day delivery and the delivery date is set for Tuesday - someone somewhere (here's the conspiracy theory bit) went and put the hurry up on this order to make sure it ships on Monday.

I'm betting I won't get a tracking number before Monday afternoon/night.

 

well what do you know....MINE FINALLY SAYS "DELIVERY PREPARATION" how long does it usually take to get that to "shipped??!?

i didn't call anyone.

but really weird thing. when i actually click on my order details, it still lists as "in production"

 

My delivery status has been marked as "shipped" since 12/2/10.

Have not received any tracking/courier information since 12/2/10.

Estimated delivery date is still 12/10/10.

Still says "In-Transit" since Thursday so i am hoping i will get some sort of update on Monday about the status of my shipment.

 

bump lol...

 

I'm almost in the same boat as you now Ex3. My status went to Shipping yesterday, no tracking numbers, no carrier information. I notice my account hasn't been debited fully yet either which means it's not actually shipped.

Don't really know what to tell you - you aren't going to get a helpful response from customer service but you can try. For my part, I paid for next business day delivery. Since their site is claiming it "shipped" on the 4th, but also says I'm going to receive it on the 7th, I just sent customer service a snotty email demanding they refund my shipping costs - next business day after the 4th is tomorrow, not Tuesday.

I won't get anywhere, but I figure the hell they put us through habitually should get directed back at them from time to time.

 

HA - no sooner had I posted that, Dell updated my status page with Tracking numbers and Fedex as the carrier.

Fedex say they got the machine at 5am this morning, so there's obviously a lag between Dull/Alienware doing something and the interns learning which button to press to update the statuses.

 

Nice.

Mine still says "In-Transit." With no tracking or courier information. Lol =/

But i live in Canada so maybe there is some sort of delay or a customs problem.

 

I got my tracking number on Thursday. Look it up on FedEx's site and it still says "not found." Boo. The scary part: call FedEx and they have no record of it; call Dell and they say that FedEx ought to have it. Hope it's not already on Craig's list somewhere as a "fell off the truck" special.

 

Well in that case...I am happy i did not get my tracking number! lol.

Anyhow, going to wait a few more days, if the package is lost by the courier then i will call up my credit card company, open a dispute and tell them exactly what was going on. Sigh.

 

My laptop is now on it's way to Kuwait =D
hope it will be here today or after tomrorow then have to wait for the Customs to finish inspecting and what ever they do aramex told me that Customs take 5days max :< XD

 

Glad to hear you got your tracking number at least Ex3.

I just checked on how mines doing at FedEx - apparently it seems they got the machine at 5am yesterday morning, and they received the shipping information for it this morning at 6am. Not entirely sure how that a$s backwards approach works, but, ummm, ok.

 

I did not get my tracking number. Which is why i am afraid that it could have gotten lost.

 

Oh! I'm sorry, I misread your post and though you had.

 

My (Mobile Edge) neoprene sleeve arrived today, looks like it will do the job nicely

 

I ended up getting my M11x on Saturday afternoon. I promptly cloned the hard drive onto my 640gb upgrade from NewEgg and popped the new HD and Memory right in.

Installing the memory and HD couldn't have been any easier - but a word of advice:

Create a USB restore disk BEFORE upgrading your harddrive lol. For some reason windows wouldn't start with the ghosted image that I made. It said that system devices had changed and wouldn't even get past the bootloader. I had to end up reinstalling the old HD, making the system restore disk, then reinstalling the new one. It wasn't that much of a pain, but still not exactly fun.

My system now has a 640GB hard drive and 5GB of memory - all for under $100 .

Another point - I'm not too happy with the alienware portfolio case. It would be nice if they gave you room to cary your power adapter with it. As it is, you can cram it into that little mesh pocket it has on the outside, but it's hardly ideal. It would be nice if Alienware released a 'low profile' power supply.

 

ah i ordered the portfolio case now it's like 1 or 2days away from me i'v been reading alot no place to fit anything ? :< now i feel bad for getting it :<

 

I called Dell customer service line and got transferred to India yet again and they told me that they have the information on the truck carrying the parcel but don't have the tracking information. What in the hell is going on lol. I have also been charged on my credit card for something i have not even received nor did i get any tracking information, i have no idea where this computer of mine even is. Unbelievable.

 

Completely ridiculous! I'm so sorry to hear about this dude.

 

Funny thing is, if they were too lazy asses to ship it, i could have maybe drove to the border on my "own expense & gas" and picked it up. Dell is horrible. Over that, it would not kill them to provide customers with tracking information, realistically speaking, i wouldn't mind if it took 1 month or an year to get here, as long as i knew that the product i ordered was safe and secure on a truck or in a facility somewhere and not lost or stolen, i would have a peace of mind. Horrid, horrid, horrid.

 

I know you've stated you're completely impatient, but why are you constantly crying and freaking out when your estimated delivery date hasn't even passed yet?

 

Because Dell repeatedly lie to their customers, fail to update them, and routinely just set false expectations. Whether his date has passed or not, the fact is he's been told the product has shipped, but then it's mysteriously vanished from the face of the earth and Dell are refusing to help him, and all this AFTER he's been charged for the product.

That wouldn't frustrate you?

 

I also don't think it's 'impatience' to hand over hundreds or even thousands of dollars and then get frustrated when the expected level of service is not met. It's like paying for your meal before you get to eat it, and then have the waiter come out and tell you "Well, it was cooked, and was heading to your table, but now we don't know where it is, so can you hang on a minute while we try to invent a new kind of cow instead".

 

Yeah. To be honest, it also feels sort of cheap. None of the inner pockets can be closed (So not good for storing flash drives, memory cards, etc.), and at a minimum I would have liked enough space to put the power cord. It looks like the inner pockets were designed to fit business cards...kind of pointless.

 

I was reading some scary stories of other people who were victims of this. Frankly, it is a bit to late to change my decision on this order but i have no one else to speak to about. The customer service in India half way across the world, have no idea what im talking about, they tend to assume things and try to stall me over common inquiries. As much as i hate to say this, it seems like a professional scam. You seem to criticise me easily, but you need to step into my shoes and realize this concept, being charged on your credit card for something you don't even know exists due to lack of tracking number or courier information is quite something to freak about on. Technically, i should have received courier an tracking information in 3-4 business days after my shipment message, and if you failed to read my comments before, i did say i had no trouble with how long it would take for them to ship it to me, but i wanted to make sure that my order that i purchased was not lost, having no tracking or courier information is a good excuse to prove my laptop is lost somewhere.

 

Ex3 - check your private messages - may have some good news for you.

 

I concur. I spent 3 hours on the phone and chatting with various outsourced Dell reps this morning. Every time I was put on hold endlessly or transferred back to the call center queue. When I asked to speak to a supervisor, I was put on hold for 53 minutes before I couldn't take the muzak any longer. The next time I asked to speak to a supervisor, the rep transferred me to a non-working number. Another rep said to file a "lost in transit" and promised to transfer me to the right person in order modification. Instead, back into the call center queue. I chatted online with two separate reps, re-explaining my situation each time. They both took 30-40 minutes before saying I needed to call Order Support and ask for a supervisor.

And for the record, FedEx still says they never received my package from Dell. Seriously thinking I might just refuse delivery if, by some miracle, it actually appears. I had no idea that Dell had so completely gone down the drain...

 

Who wants to take the over/under bet on how many days, weeks, or months it takes Dell to credit your credit card after you refuse shipment ;-).

 

So I was probably on the tail end of of the R1 rush over Black Friday weekend. Ordered mine on the 30th says the est. delivery date is the 14th and shows it still being 'in production'. I'll check in with them to get an update on how far along it is and to experience the joys of Dell customer service.

I do have some questions though because I am now buying some accessories to go along with the laptop. I already bought a Waterfield Designs sleeve to protect it and I have a nice Tumi messenger bag to hold it in.

Could someone recommend a good pair of headphones or a headset to go along with the notebook? Preferably something under $100 and can be stored easily for travel.

Also my hands tend to get very oily, is there a kind of keyboard and mouse pad protector I could get? Or if anyone else has a suggestion on what I should do that would be appreciated. I don't want to ruin my new laptop with grease marks a few months down the line.

 

dudeee.... i ordered on the 27th at 5 in the morning and my delivery estimate is the 27th of DECEMBER....but i think that's a mistake though. oh well. mine has said "delivery preparation" for a couple of days now. when the will they ship?

and concerning those grease marks...yeah that happened all over my current dell laptop. there's an oily mark from my palm from playing fps games with "wasd". i need something for that...

with the headphones...you should've gotten ultimate ears triple fi for $100 when amazon had them on black friday sale...so epic. everything sounds so good now.

 

I ordered on the Nov 29th and on Dec 3rd(friday) and it changed to "delivery preparation." As of now its still "delivery preparation." My EDD is the 13th. Should ship soon!

 

Well I stepped away for dinner and now FedEx has gone from having no record to Initiated-->Picked Up-->In Transit in one fell swoop. It also clearly indicates that the package wasn't picked up/dropped off by Dell until today. Geez, they could've saved me a lot of frustration by just telling me that "shipped" meant "shipped in four days."

Edit: delivery now pushed back to Dec. 9th.

 

Just got this in my email:

Order Shipped
----------------------------------------------------------

Your order (or part of your order) was shipped on 12/06/2010.

And I even have a FedEx # that shows it was scanned in and departed from the Keasbey, NJ location today (I'm in northern NJ). It seems I'll be getting my M11X in the next few days

I guess I must be one of the lucky few that everything goes smoothly for.

Did you add anything special to the unit? If not you should definitely call in and ask why the delivery day is so far out.

Also I spent way to much time agonizing over what laptop to buy that I didn't have enough time to look around for accessories. Those headphones do look pretty awesome though and the reviews are very good.

 

Well my order just got updated and my m11x arrived at City of Industry, CA which is a mere 10 miles from my house. Looks like I'll have my m11x tomorrow!

Ordered 29th of November.

 

YEEEEEEEEEE same thing happened for me (although i ordered on the 27th!!). they just posted that they shipped mine out and its also in industry, ca. whats really awesome though is that my EDD changed from the 27th OF DECEMBER to the 8th!!!!!!!!!! WOOOPIEEEEEEEE!!!! and when i go to the fedex tracking... it actually says expected delivery of later today (7th)!!!! ING DELL tricking me...although someone of a good way

 

I am going to have to review my legal options if i don't get any tracking or courier information or shipment by the estimated delivery date. Totally ridiculous. Not going to let a fraudulent company walk away with my hard earned 1400 dollars.

 

I don't think Dell are being 'fraudulent'. I think there is a severe disconnect though between production, shipping and customer support.

 

rofl, spoke to another dell rep yet again,

told me that they will call me for sure tomorrow to let me know about the status of the shipment, they also told me that they will provide the tracking and courier information tomorrow but in the case it is not found, they will issue me another replacement (which will take another additional 8-10 business days) or a refund at my preference, now assuming what the rep told me is all true, then i have nothing to lose and feel a bit better than before. Dell sux donkey, lol, no offense to people who have gotten their orders received on time.

Can't believe this inconvenience happens to me all the time, i am always out of luck, lol, bad luck fookin bad luck

 

Dell isn't fraudulent. I believe (based on many credit card guidelines), they have 30 days to fill your order, even if it is promised sooner.

Dell is guilty of having really crappy customer service. The fact is that today's market is 'instant gratification,' meaning that if I order something today, I expect it to be shipped out today or tomorrow. It seems that Dell doesn't quite get that. It took me 2 weeks to get my laptop, and it was shipped from 10 miles away, which means that 90% of that time was Dell preparing it to be shipped. Had I ordered from almost any other vendor, I would have had the laptop in 2-3 days. Ten years ago a 2 week turnaround would have been acceptable, but there really isn't much of a market for that anymore.

Their statuses also bothered me a lot. It listed 'in production' for 5 days. There was nothing custom done to my machine. It should have read 'in limbo,' or something like that. It was also listed as 'preparing for shipment / boxing' for FOUR DAYS. Come on man, don't insult my intelligence. There has got to be a warehouse with thousands of these things somewhere, and if there isn't, then shame on Dell for not anticipating demand - this laptop has been out for a year already...

 

I think you just hit the nail on the head. The problem is that this is hurting Alienware's image. As a brand, as designers of boutique computers, Alienware are right up there. Their acquisition by Dell though now means that the customer never actually gets a good appreciation of the dedication and passion that the guys and girls at Alienware put into their products; the designs are done, the prototypes are built, the concepts defined, then it's all handed over to Dell's somewhat crummy logistics and supply chain management.

So, ultimately we experience poor service, longer than necessary build times, dubious tactics by sales and support and everything else bad with the behemoths of corporate America and lose an appreciation of the innovators on the first rung of the ladder.

 

Lol I just got my laptop, the Purolator guy just rang my bell less than 2 minutes ago, went to the door to find him holding the black alienware dell package box in his hand lol. My laptop has arrived guys. Thx to froogle for helping me get through these hard times LOL. Indeed the time past so fast and yep, what can i say, like froogle said, there was a bottleneck in keeping customers informed. Funny thing is that i was getting all worked up on the tracking information and courier info, but the package still ended up at my door step anyway lol.

Wow, i feel sorry for calling up dell so many times and giving them all worked up on my tracking number and courier information.

Looks like i did not need all that because the package still ended up at my doorstep ROFL.

Finally! Nice, two days before the estimated date.

Now i am relaxed!

+ Rep for Froogle =o) Once again, thx for being there when i wanted to talk to someone about my frustrations during the past few days.

 

My order status says in production, but when I call it says it is processing still.. . I ordered last week

 

Ex3 grats on receiving it, did you at all get a tracking # or updates from FedEx as of now?

 

Not sure, i see a lot of paper work attached in a plastic bag to the box, i have not opened it yet, its still behind me while i am typing from my other laptop. But either way, it shouldn't matter as much now lol. It was Purolator that delivered it, not FedEx.

If you are referring to dell.ca online account shipping screen, then no, nothing has changed, it still says in transit with no tracking number or courier information.

Shipping Method: Canada Standard
Shipped Date: 12/2/2010
Estimated Delivery Date: 12/10/2010

In Transit

Maybe that will change in a few days, but either way, it wouldn't matter now lol. It's already here!
Now i just hope everything is alright with the system, lol, including hinges etc... I might do an unboxing lol, maybe.

Cheers!

 

First of all, congrats on getting your notebook! That must be a tremendous relief.

I don't think you should feel bad for Dell, however. While I don't expect (nor does Dell promise) instant gratification, most any other company of similar size has no problem communicating very basic information like tracking numbers or shipping status. When Dell bungles this very basic function, it causes unnecessary anxiety because the customer is totally exposed while Dell and the shipper either deny any knowledge of the situation or lack any way to locate the information for the customer.

 

Where are you guys checking order number? On site it says in production, but when I call, it says order processing..

 

The website should be on par with what the phone says. Not sure what number you are calling but I've been calling 800-254-3692 and that has been giving me the most up to date info. I ordered mine on 12-2-2010 and it just hit delivery preperation today. Im hoping that means it will ship today however after reading some of the other posts I dont thing it will ship until the end of the week.

*EDIT* Spoke to a Dell rep in India who said that my notebook has left the building and that I should get my shipped email withing 2 to 4 hours. That was 5 hours ago and no email has come as of yet and both the phone and website say that my order is ready to be shipped. So we shall see.....