*OFFICIAL* M11x Order Status Discussion Thread

So I called CS again, got the same rep on the line and he told me what he had told before and that I should just re-enter the order and that they would sort it out. I'm not going to be charged twice, or so he insisted.

Anyway, I still dunno what to think of it. I guess I'm going to have to call again next week.

To make matters worse, Dell apparently only offers CS by phone in French over here. (I'm in Belgium and member of our Dutch speaking majority (!).) So I even feel ridiculous because my French isn't all that good. On the internet you regularly read complaints about CS of large companies, and I always went like: "Wow, I've never come across anything like that. Wonder what I'd do?" Well, I'm not sure what to do at this point.

 

So you are Flemish?

I'm sorry, but my advice works better for N. America where I know you can talk to a rep dedicated to sales. I'm not really sure what your French speaking rep is responsible for. I do know that righteous indignation translated to French really well though!

 

Rep rage is understandable, but you have to remember a couple of things. Those reps are only given a phone, a script, and access to some basic order information. If they aren't trained to really dig and help, aren't given the tools to help, and aren't measured by how well they help people... well then you get what we have here. It's very much a Dell management problem. Don't expect them to change soon. In my opinion, the most valid complaint is that we didn't order a Dell, we ordered a premium Alienware machine. The bar for service and support should be higher.

 

lol loving the exclamation mark haha (I'm also from the dutch speaking part of Belgium), I ordered my m11x as well in Belgium the 21th. Estimated date of delivery is 16 march. And today I made the same discovery as you, that apparently they don't offer a CS in dutch only in french. I didn't want to go to the hassle of talking french, so I just mailed them.

 

I ordered it February 15th, edd is March 11. I hope it's not pushed backwards now. The wait is long enough as it is.

 

Righteous indignation. Well, the next step is that I go talk to my boss. The company orders all their computers from Dell, so I guess they have a privileged status by now. I wonder if he also gets French CS.

 

Ok just spoke to a rep very helpfull I might add and she has advised that all m11x units are created in china and that they are having issues with updating there online booking service i.e in build purgatory and that all orders are currently meeting there EDD with the majority shipping early. So she said in my case showing as work in progress and she said in a few days it will just say shipped. This will be the only update from Now until there online update service is fixed which may be done by the end of next week. My EDD is 10/03 and she said I should recieve it by the 05/03 so I'll hold out cancelling fir a few days. Hope this helps and the rep was from Dell Ireland.

 

In the words of Arnold from T2 EXCELLENT

 

lame.. still nothing.. EDD is still 3/8/10. .. Maybe ordering on 2/3 is ridiculous.

 

Another 2/3 order finally got out of build purgatory. My rep called me yesterday and my order is being prepped for shipping, which I confirmed by calling the order status hotline.

This has probably been asked a billion times, but where are they prepping US orders? Since I was upgraded to next day business air, I'm crossing my fingers that my order ships today and I can do a Saturday pickup tomorrow

 

I called in to change my shipping method to NBD. The rep gave me NBD for free since my order may have already been processed to be shipped and that they may not see that the shipping method had been changed.

 

Its from Tennessee usually.

 

Omgggg its a miracle, after ordering on 2/3 and spending 23 days in build/boxing purgatory my order has now shipped.

 

Congrats, im still waiting.....

And... my EDD magically disappeared a couple days ago. Im really getting pissed. I saw someone on here say that they ordered on the 21st and got it yesterday. GRRR!

 

Q__Q lucky people!!
@Sero
did you have to pay extra?

 

Only bad news is it says its scheduled for Monday =(. Wish Fedex delivered on Saturdays.

 

Do u live in the states? If so did you order under EPP? If you order under a home user account then fedex home delivery in the states will take it and they do delivery on saturday.

However if you order as a business then it will go out fedex regular and thats mon - fri.

 

grrr...still in build purgatory from my 2/3 order

 

It was free, even after I was willing to pay and asked how much it would be. She just said no charge and that it may be possible it would still be shipped ground if it was already being shipped. EDD now shows up as March 4!

 

Mmm maybe I can get my rep to upgrade it for free too. I'll give him a call or email him..

 

Thanks for the info!

 

I was chatting with a rep yesterday on the dell site, and they insisted they couldn't change the shipping as that would require resubmitting the entire order... I'm going to call and find out.

 

@SandersAKG

I don't think that's true considering a lot of people had their shipping bumped to something better .. I could name a few but I rather keep it confidential .. but I guess you can count Sero as one of them

 

I was able to change it 21 days after I placed the order and 5 days away from the estimated ship date. So that rep is probably BSing you. Try the automated phone call for order status then after it gives you your status just stay on the line to get transferred to a rep.

 

I had a customer service rep upgrade me to free NBD so wasn't my actual sales rep.

 

Yeah i just talked with a rep. They had to file some sort of request. So I'll hear back about this later... But I guess the online rep just couldn't do it.

 

My M11x was picked up in NJ and shipped from there - NBD.
It looks like its a distribution point when they are brought in from China.

 

2/7 order here. Trying to wait patiently with EDD of 3/8. Just hoping to get it before FFXIV beta.

 

Whoa did you get in?

 

Nope. As far as I know it hasn't started yet.

 

I didn't think XIV was just gonna pop out of nowhere... I don't expect it for a while x.x

 

I've applied to the Japanese FFXIV Beta but chances are slim, ne!

...and on topic: back in build purgatory waiting for 12th March now.

 

Well wouldn't be too sure of that... I wouldn't stray too far from at least watching the sites (my site below) for news.

 

Holy crap, you run Eorzeapedia? An honor.

*something about M11x to stay on topic*

 

i just emailed my rep.. and he hasn't replied.. T_+ i get a survey to rate him at the end of all this right??

 

Try calling, email usually takes about a day to get a response and by then it could have already shipped!

 

Electroshock would be immediate ._.

 

Oh you tease you.
@dark Haven't checked this thread for a few hrs, I had a feeling you'd be shipped, I guess not. I'm still the same. A week on monday till EDD, and I did standard shipping 5-7 days. It should be shipping any day now, in theory

 

i wish i was already shipped I'm on hold right now.. lol this is the 3rd transfer cause they keep throwing me in the wrong department.. i hope i don't get my old rep Q__Q. My ESD is 5 days away too @_+

--edit-- class started.. so i just hung up.. stupid hold.. @_+.. i'll try again later and if they close.. i guess monday..

 

Well, Order Date 2/4 and still in Production... but received email today that I thought I would share... at least I seem to be getting better response than some of you have.... (I am leaving names out of this post)

I am the supervisor for xxxxxx who is assisting you with the order and this issue has been escalated to me for immediate attention.

Please accept my apologies for the delay on the order. We certainly understand your frustration and We are working very closely with the Manufacturing team to get your order to you at the earliest.

As on 2/22/2010, we did have a shortage of the battery, however it looks like it has been fixed. What I will do for you is to put in a special request to prioritize the order and add it to the hot sheet. I agree with you that it certainly feels bad when you order for the same thing and someone else receives it earlier. We will surely look into it and work on the same.

xxxxxx is doing an excellent job on monitoring the order regularly and following up with the Manufacturing dept. She will keep you informed on a regular basis. Trust me, we are doing everything possible to get the order to you at the earliest.

I wish to express a big THANK YOU for being with us through a difficult time and we will try our best to make this experience a positive one.

I’m sure you had a hectic week. So just relax and Have a great weekend.

So I guess I don't feel as bad considering the decent support. I might not have a ship date yet, but I am hopeful. They already refunded me the overnight shipping cost I paid, and I'm requesting the 3% for using a Dell account on my last reply. Will keep you all posted, but this is probably the most I've seen in the forum as far as a tangible response.

 

Buddy got his Monday. Took 1 week

He's thrilled with it.

After seeing it, I ordered one the same day on 02/23. Mine is expected to ship 03/29.

 

@rpo

Glad to hear. I hope all the orders start moving forward soon.

 

I have got to get off these forums, dont get me wrong im happy you guys are getting yours but i ordered min almost a month ago and got nothing. Kinda crappy.

 

Mine came in this morning. Won't have a chance to open it and mess with it until tomorrow. However, I'll post some impressions of running Linux on it either tomorrow night or Sunday, depending on how well it runs.

 

Meaningless email. I have been told this by a number or reps. They cannot really do anything. Ask them what they are moniotoring... Or why orders entered later have shipped... or why the shortages seem to range from chassis to battery to cord etc

 

I really think it's just bad production lines. There's no excuse for later orders to be shipped while others who've ordered before (sometimes weeks before) to be stuck on shortage of part.

I should have known better than to order with the first bunch. The hype and PR of a product release; everyone is going to be pushing to get it out the door so $$$ can start rolling in. This causes production to move forward when they might not be ready yet = causes problems and ultimately delays. They havn't been finalized the BIOS yet and still put it up for order.

Oh well, hopefully things will straighten out sooner than later. ordered 2/2 and still in the build stage.

 

Spoke to someone up the line at Dell. Here is what they said:

The chassis is definately out of stock and the resupply timing is not known to anyone but the factory. I mean no one...so all of the calls will not net any information.

Apparaently, Dell misjudged the order volume for the m11x and did not have sufficient parts in stock to meet demand.

They have no explanation for why orders posted later in the month were filled but they did use the "Different" configuration excuse. When I pointed out that parts used to fill a later order could have been used to fill a earlier order...they went silent and had no explanation. The manager said that customer service has NO access to the fulfillment process or the supply chain.

The manager reiterated that they still plan to fulfill orders by their EDD date. When I pointed out that everything he said indicated that there was no chance in hell of meeting that date, he agreed but said that as of right now they plan to deliver by the EDD. "Party Line"

So I would expect your EDDs to move out. The move out also deactivates the automated systems Dell has that tries to cancel orders by forcing you to call or email to reconfirm that you want to wait and keep the order active.

So its a waiting game.

SSDD

 

Does anyone know what happens when orders go past the EDD? Does Dell compensate in anyway, orders automatically cancel, etc...?

 

update: so they believe its a the motherboard. so they'll be sending a tech here with a new motherboard. i figured they woulda gave me a whole new laptop. but with the shortages i dont even think thats possible.

 

I'm worried.