Dell XPS L702X Order Progress - U.S.

Yeah, had my tracking number since yesterday - Dell says delivery is May 5, but FedEx says the package is In Transit with delivery on 3/30. Go figure

 

Don't know if this had anything to do with it, but I called Dell TWICE yesterday about 11am PST. The first call was immediately transferred after she said, "There has been a hold on your system" and I was transferred to another department that did not answer. SO I CALLED AGAIN. I advised them that I have been recording the last 4-6 calls and I have a member of my companies LEGAL team on the phone due to all of the lies Dell has been telling us. (My legal guy then said hi.) I informed them of all the lies. I informed them of these forums. I told them they broke our purchase agreements and that they need to do something about this because after we get off the phone, I am writing letters to Dell Corporate. I asked for his technician ID but they said that they are not allowed to give any identifier other than their fake name.

WAY TO TAKE RESPONSIBILITY FOR YOUR ACTIONS DELL.

THEY THEN SAID THAT THERE WAS A HOLD ON THE SYSTEMS ON THE DOCK THAT WERE WAITING. HE GAVE ME NO MORE INFO THAN THAT HE HAD REMOVED THE HOLDS ON THE SYSTEMS AND THEY SHOULD SHIP AND BE IN OUR HANDS IN 72 HOURS. I then looked at my tracking info and realized the ship tag was printed ON THE 24th!!!! MAAAAAAD... 4 Days of DOCK HOLD for a reason they would not divulge.

I told him that he was lying. Because all Dell has done is LIE about the status of these units. I also told him that Dell has put us through emotional pain due to the LIES and I plan on returning the pain to them. I told them I would call them EVERY 2 HOURS until the laptops arrive.

Needless to say, after one more call, they shipped.

Now I have to get on them for not shipping my laptop Next Business Day like my order states. They shipped it ground.

 

I reconfigured my laptop online last night just for fun. Dell is quite clear on what parts are delaying the builds according to their part selection screens. The GT555 is delaying as well as the ram above 4GB.

Unlike when we ordered ours with clear pages.

 

And thats what kills me about this entire headache that alot of us had to deal with. When we ordered, there were no backups at all. They should have had inventory supply to handle, or let us know what the potential hold ups could be. I understand supply chain issues, etc, but give the customer a heads up, thats all.

 

Here is what I have ordered.

Dell XPS 17 3d (l702X)
2nd generation Intel Core i7-2720QM processor 2.20 GHz with Turbo Boost 2.0 up to 3.30 GHz
16GB, DDR3, 4 Dimm
Backlit Internal Keyboard - English
17.3in FHD WLED TL (1920x1080) 3D
NVIDIA GeForce GT 555M 3GB graphics
500GB 7200 RPM SATA Hard Drive
Tray Load Blu-ray Triple Writer (reads and writes CDs, DVDs, BDs)
Intel Centrino Advanced-N 6230 and Bluetooth 3.0
mini Display Port to VGA Adaptor
92 WHr 9-cell Lithium Ion Primary Battery

I ordered on 3/12/2011 and its been in production since 3/13/2011. EDD is 4/7 with the free 7 day shipping......I am hoping it is here on time but based on some comments I am starting to doubt it!

 

Actually, it's pretty common for your laptop to sit around on the dock for a few days; if anything, you got lucky that it was only 4 days.

From the Dell Shipping Wiki on this site: http://forum.notebookreview.com/del...ues/156489-dell-laptop-order-stages-wiki.html

 

I agree with what you posted XMacro, but they told me specifically that there was a HOLD on the systems keeping the carrier from picking them up. We were past the boxing stage. The shipping info was created on the 24th in my case. So 4 days sitting on the dock with a shipping label on it and no pickup.

That is terrible. And then Dell having NO idea why it is sitting there and giving all kinds of excuses until my "legal team" is on the phone with me when I call them. Then all of a sudden they have answers.... and the ability to expedite my order to ship within 2 hours...

Thats fishy.


BUT WAIT!!! While typing this, I just got a call from Dell order management team. He was "pleased" to announce my laptop has shipped. Then I unloaded on him. I did it nicely. I told him EVERYTHING. All my pain and all the pain of all you on the forum regarding Dell lying and not giving good service. He started getting firm, so to break him, I told him that I was supposed to be shipped NBD and they shipped me GROUND. He denied that and said it did ship NBD. Then I made him go to my order status page where it says FEDEX GROUND. He started listening at that point. Then I was able to get somewhere.

Then he listened to EVERYTHING I had to say. He was also attentive as well, not to mention shocked at some of the info I gave.

This guy logged and escalated everything. I even gave him both order status forums here so their management can review it. He promised to escalate this matter to improve Dell and their relationships. He stated that if he was in my shoes, he would have done the same. He stated he was embarrassed personally and for the company.

Hopefully this will get somewhere and things will be improved. But I have heard this tune before.

 

Man, Dell won't budge on this EDD of the 12th. WTH. It's gotta be a specific build site handling my order that is screwed up.

Dell has now called me 3 times to tell me the same thing. I'm not even bothering talking to these guys about the issue because I've typed it in email several times.

I brought it up to our enterprise dell rep here at work and he is checking in to it for me. Honestly though, I can't imagine he'll find anything.

Once one of you guys gets your order who placed it after 3/17 shoot me your purchase ID. I want to ask dell why your order went through faster than mine just screw with em hehe.

 

Dell called me yesterday to tell me my XPS order placed on 03/02 would be delivered "on or before" May 6th.

Original EDD was 3/24. The same day I cancelled the XPS order.

 

Man Dell are such a bunch of F ups sometimes. I got this rma form for a return in my inbox yesterday for a piece of software I didn't even order. I'm going to ignore it and hope they refund me some $$ for something I didn't buy. heh. I'm guessing one of the CSRs was poking around in my order checking on the status and fat fingered something.

I had our enterprise rep look at the order and he said he didn't see any notes in the system about anything being out of stock.

Xmacro, Be sure to check your system to see how many memory slots you see in that bugger when you get it.

 

Did not realize there was a separate US progress thread...

Hi, I have just recently discovered this forum and am very interested in hearing everybody else's experiences. I ordered the XPS 17 with i7-2820 processors, 16GB of RAM, backlit keyboard, GT 555M graphics, 1.28TB 7200 RPM dual drives and 9-cell battery. I am in the US.

Placed my order on 1 March, and am still being told it will be delivered on 24 March (neat trick huh?). Just got off the phone with Dell Customer Service and the lady said there is a problem with them getting i7 processors and there is no estimated date when they will be available, and she offered to cancel my order for me. I said I would continue to wait for a while. Anybody else heard this? And does this mean other manufacturers would have the same issues?

 

Intel has always made lower quantities of the top end processor in any line. My guess is that it may be specific to the i7-2820QM.

If there is even a slight delay with my order (It's already looking like it's going to take the full 3.5 weeks for delivery) arriving I'm just going to cancel and order an ASUS G73SW-3DE.

 

Just got mine in today - 4 DIMM slots

3GB GT 555M, 3D 1080p screen, 6GB memory (4 + 2), i7-2720QM

 

Xmacro. I sent you a private message.

 

Both still 'In Production' as of tonight.

 

Well....

I ordered my laptop on 3/10 and it had an EDD of 4/6. Just got a call saying is now delayed with a new shipping date of 4/12. No details as to the problem. Starting to look around at other laptops now that I have waited three weeks for this particular machine. Anyone have an order date of later than 3/10 that has already received their order?

thanks

 

It'll probably tick you off like it did myself. But, yes. There is one person here who ordered on the 17th of March and already has his. Can't really compare though unless it's the exact same system specs.

 

Got this as a mobile replacement for my fail desktop.

I ordered my laptop March 25. I have an EDD of May 16. I'm keeping my hopes up that I'll get mine a lot sooner. I ordered once from dell before and had an EDD of 4 weeks, but got my order a week and a half later. It was not even marked shipped on their tracking site.

It kind of irks me I can order the exact same specs and get an EDD of April 18. If that time comes and goes, and no lappy, I'll be choked, and harass Dell.


If I get get it sooner I'll for sure let you guys know.

My specs are as follows FYI:

 

I purchase business equipment from Dell and I contacted my sales rep that I get my servers from. She researched my order and says that it is the 16GB of memory that is holding my laptop up. So basically I paid premium dollars to wait.

I trust the business people to give me an honest answer, they wouldn't want to jeopardize the relationship since we are talking large sums of money I spend with them.

 

I actually got an e-mail advertisement from Dell yesterday:

"Dear Jim,
You deserve the
stunning good looks and performance of a Dell™ XPS™ laptop, and Dell
experts are ready to help you make the most of your purchase. Get yours
today!"

Following the link and configuring a system close to what I ordered (only 12 gig of RAM instaed of the 16 I ordered) says it would be delivered by 4/19, even after the last Dell rep I spoke to said the i7 processors were unavailable with no estimated delivery date. How can they still say on one hand that systems will be delivered in 2-3 weeks, and on the other say that they do not have the parts and they don't know when, if ever, they will be delivered?

 

I think what it comes down to is that Dell has a handful of assembly locations. Where your order goes is a complete crap shoot with them. Sometimes you'll get lucky and have it go to a location that is stocked and completes orders quickly. Sometimes you'll get screwed and end up at a location that is back-ordered on parts or working slowly. Ultimately the real issue is that Dell isn't willing to admit this is a problem and acts like nothing is wrong.

 

I have to admit, after a night of use and the problems I have had, this laptop is really nice. It is fast, the 3D is great, the sound is OMG... But she is big....

 

The last time I spoke to customer service, they said they had expedited my order, assigned a case manager to make it so, and gave me a Service Request Number (SRN), which apparently is supposed to have something to do with expediting. I was told I would receive a call from the case manager, which of course I did not. I went ahead and called cust service again today and referenced the SRN, which appeared to get a reaction. They have again put in a request for expediting my order, and this time the rep said there appear to be no parts back order issues and she was not sure why it has been "in production" for over a month. But when I was finished with her, she actually connected me to a "manager" who apologized and assured me that it would be expedited this time. I am so naive....

 

I realize these people have nothing to do with the delays but the lack of information is incredible. If the CSR could just tell customers the truth about their orders there wouldn't be so much anger directed their way.

For not having any back orders they sure delayed my order a long time.

I just priced out a new system with new coupons being offered by Dell. If I can figure out what configuration will get you four memory slots I will reorder since it will only cause a week more of waiting than the current delivery date but save me a good chunk of money.

 

After all the hassles I've read about, with the L702x, and after discovering I would get a better EDD reordering, I canceled my L702x and reordered the smaller L502x, with a more powerful processor, the 2 GB 540m and a backlit keyboard, for slightly less money.

Also my EDD as of today is 04/26 whereas my L702x order was 05/16. ?

I was assured by a dell CSA that I wouldn't get a better EDD then mid may, but, omg, I did.

I'm hoping the delay won't take so long, as my old comp crapped out and I'm going crazy. Blah.

Best of luck to the rest of you.

 

I contacted Dell about the current promotion/coupons that offer the same spec L702x for $100 less than I paid 2 weeks ago (still don't have my order). They wouldn't give me the credit but they did agree to upgrade me to overnight shipping. Pretty good I guess. Unfortunately I'd already selected 3-5 day which was $45 so I only really got $55 worth of shipping upgrade. When I ordered the laptop originally I did so through Discover Card's internal discount site and will be getting ~$90 back anyway.

 

They kept insisting that I was awaiting the assembly base and keyboard. When I questioned that and told them that those were basic components in every L702X regardless of what processor, memory, HD etc.. and therefore every laptop from the manufacturing plant that my order is in should be delayed. I just got the feeling that the whole "parts are on back order" was a farce. It seemed to be somewhat confirmed when I tried to cancel and that lady told me there was an issue they were trying to resolve but couldn't get any more details than that. I may just wait another week and see what happens and then cancel. I find it interesting though that anybody that ordered the laptop with 16GB of memory still hasn't gotten their computer yet. Makes you wonder if the theory of the BSOD with 16GB mentioned in the other thread doesn't have some validity.

 

I feel each day that goes by is just one more day that I could have reordered and at least got back in line to get a laptop. With a delivery date of 5/18 for my laptop it just doesn't make much sense not to reorder and use the $400 in coupons they have currently for this system. They don't let you modify the order even though nothing is happening with it at this point so I can't just change the memory to 12gb as see if that fixes things.

 

The only config that you can be sure to get 4 DIMM is the GT-555 3GB + 1080p 3D. I've heard of one person who got 2 DIMM with this config but it was a mistake and was working with Dell to get the MB swapped.

 

Hey Hohlraum-

I did some poking around at the xoticpc website looking for info on the ASUS G73SW-3DE you mentioned, and I must say I am impressed. I am by no means a computer guru (I want something high performance for the photo and video work I do) but it seems like a nice system with some cool options (OK, all the lighting options might be hokie but I think its cool that they give you the choice at least). Are these considered as good and reliable as Dell? I noticed that there were some actual xoticpc workers frequenting their forums answering questions and offering help...almost makes me think they have native english speakers working for them, is that allowed?

 

Problem with xoticpc is the same with HP, Sony, Toshiba, etc - for the price : options, you can't beat Dell

 

They are based out of the US. Powernotebooks is as well and they sell the same systems Xoticpc sells. Pretty sure they are all US natives.

Part of the reason I bought the Dell is I felt it would probably be more reliable and will do in home service. ASUS has good warranties as well but I've heard of people waiting several weeks to get their machines back from ASUS.

The other reason. The similar/same spec'd G73SW-3DE is about $300 more from Xoticpc/Powernotebooks.

 

Well I just reordered my laptop with less memory. I don't know if I made the right choice or not. But the EDD is a full 20 days earlier than my delayed laptop.

 

Asus makes the most reliable notebooks:

ASUS best, HP worst for notebook reliability | Electronista

 

Well I guess I was correct in doubting it would get here on time.....now my EDD has been changed to 4/14 when I check the order status page.....You would think I would get an email or call to tell me that it was delayed.....but not so much!

 

My EDD hasn't changed for my XPS 17 but my Streak order was delayed without so much as an email or phone call!

 

I checked my order status 30 minutes ago , there is no order in my account... and the money i should pay still in my bank.
i called DELL and the rep told me that my laptop is ready to ship out in 2-3 work days...

maybe we will get our laptops soon, the status " In production" maybe a mistake

ordered on 03/30.

 

How do they compare service wise and response wise? Would you get the same runarounds and delays as with Dell? Maybe somebody else has already said this, but I am beginning to think Dell=Deliver Every Laptop Late...

 

Unfortunately there are keyboard and touch pad issues with the entire G73 series and people are starting to talk about it with the SW now as well. Was a major concern for me with the ASUS.

 

My previous laptop was from Power Notebooks. They were nice enough. I never really had any problems with the system so I can't really comment on the customer service.

I don't know that they handle the ASUS hardware support anyway. It is a separate warranty through ASUS. Basic technical support would be through the retailer though.

 

Mine shipped today. It was not supposed to ship until like 4/21/2011, but it shipped today. Should have it the end of this week, or early next week.

 

I ordered an xps 15 on the 23rd of march, and I have the same problem. They originally took the money the day after I ordered, but now theres no record of the transaction and my order has yet to ship. The status on dell is still in production...

 

XPS 17? when did you order yours.

 

maybe that means they will also ship out your laptop

 

I'm starting to think it may never ship.

 

My XPS 17 is in NJ now~~ ordered 3/31 1080P gt555 i72630 no 3D glass

 

Have they taken the money from your account?

 

Whoever ordered theirs 3/31 or after, has yours shipped? If so, did the tracking on the Dell website update or does it say in production even if it was delivered?

 

No.......

04/02/2011 09:43:40PM X**********: "so when will dell take the money from my account"
04/02/2011 09:44:33PM Agent (Udai K): "soon after the laptop gets invoiced which would be 2 to 3 working days"

maybe after I sign for the package.........i think the invoice will come with the laptop....

 

Called them yesterday evening. Still in production for both. Claimed they were waiting on the hard drive (640GB 7200RPM) for the XPS 17.