Dell XPS L702X Order Progress - U.S.

At least they told you what was holding it up (if they aren't just saying something). They wouldn't tell me a thing except they'd have to send a request to the factory to find out what is going on. Might be the same delay for mine since I have the dual 640's.

 

Did any of you order the $99 Dell Streak 5? and if so, how long until you got it?

 

I did, was scheduled with an EDD of 4/7/11 but now that too has been delayed to 4/21/11.

 

Called customer service again, and referenced my "expedited" service request number for the third time. I explained this was the third time I had called with this number, and had never been called or e-mailed by anybody after the first two attempts and am STILL being told that my computer will be delivered by 24 March. This time I actually got a call back an hour later from a case manager saying they did not know the cause of the delay, and would let me know in 24-72 hours. In the meantime, while I was driving home, the customer service rep I started with left a message saying the delay was due to lack of graphics cards. But at least they have recognized I will NOT be getting it on 24 March and have now updated me to not getting it by 15 April.

 

I ordered my laptop from the U.S., when I call Dell Order Status at 800-433-9014, since April 4th it has told me my order was "Shipped on April 20th". Not really sure how that works but my guess is that it's in some other country waiting to hop on a plane. Also talking to a Dell Rep, they confirm that my order is "shipped" but has not actually been shipped and they are supposed to call me back tomorrow with a tracking number or an updated EDD. Can't wait to get it!!

Purchased On: 3/28
Original EDD: 4/25
Finalizing Production: 4/4
"Shipped": 4/4
Delivery: ?

I ordered:
XPS 17 with 3D Screen
Core i7-2720QM
12GB Ram
GT 555M 3GB graphics with TV Tuner
640GB 7200 RPM SATA HDD with 256GB SSD Dual Drive
Blu-ray Triple Writer
Backlight Keyboard
Advanced-N 6230 and Bluetooth 3.0
2 3D Glasses

 

I'm getting worried about how long my XPS 15 might take to get here. I ordered it two days ago and it's still in "Pre-production" - is that a bad thing? Does that mean they haven't even started building the damn thing? I heard they was a delay on i7 processors and that's what I've got... the estimated delivery date is 4/27 and I might go insane if I really have to wait that long ;_;

Does that mean it's supposed to be in my hands on 4/27, or go out for delivery on 4/27?

 

You will get it when it is built and shipped out. Chances are you'll get it alot earlier than the date but then there is a chance youll get it after if there is a delay for whatever reason.

 

Got tracking number for the glasses. :/ screw the glasses heh.

 

ordered from DELL?

 

Got my glasses tracking number today as well. So what's the excuse part-of-the-day for today to delay the shipping for the computers???

 

I would suggest you get your rubber room ready! I don't know about for the XPS15, but it seems to me like the EDD means absolutely nothing, and based on the wild variety of excuses we get posted on this forum, I believe the people in India answering our questions have absolutely no way of actually getting any facts for a specific order. My initial EDD was 24 March, and even on 1 April I was being told that I would still get it on 24 March...apparently Dell has developed time travel as well. I keep telling myself that the system will be worth the wait once it gets here.

 

MY XPS entered the "In Production" stage about 3-4 hours after I ordered it. EDD 5/5... hopefully it isn't going to take too long.

 

Got my first "Your recent Dell Order has been delayed" email this morning. Delivery date bumped from the 8th to the 15th. F me.

 

Since our glasses seemed to have shipped at the same time, I wonder if our orders are proceeding through in parallel, and if I will be getting a similar e-mail. Nothing yet. However, I do plan to spend the weekend with my new 3D glasses staring at the wall and imagining what it would be like...

 

Update on my order progress and my "expedited" inquiry. Last Tuesday the case manager supposedly assigned to my purchase said I would receive a call within 24-72 hours, to give me an update based on status directly from the factory building mine. Believe it or not, they actually just called me back (and even just under 72 hours!). They told me the problem has been the memory (I ordered mine with 16gig of RAM), which has been on back order and is supposed to come in tomorrow, and the system should be complete and ready to ship in 3-5 days.

So, to date I have been told (by Dell) the delay is due to the graphics card, the i7 processors, the 640 7200 hard drives, and now the memory. I wonder what else will be next?

 

I sent Michael Dell an email and Dell corporate called me this evening. They are going to try to "expedite" my order. I sent them links tot he XPS order threads. Really have no confidence that they will actually do anything about it.

 

Gee, is this an email address you are willing/able to share? I wouldn't mind giving them a little feedback, but respectfully and politely of course. After all this will be my eighth Dell computer!

 

The thing is that if you don't get in touch with Dell, they would not know what is going on. We need to pester them...

 

[email protected] and cc'd [email protected] cuz I didn't know which was correct.

 

Received my tracking number last night! Its scheduled to be delivery today, Saturday! I selected the Free 7 Day Shipping, doesn't Dell have to pay more to have it delivered on a Saturday? Too bad I had it shipped to where I work and won't be able to get it till Monday.

 

Thanks for the info! I sent a message, but have heard nothing back so far.

 

So I did get a phone call about it being delayed, the guy I talked to was actually very pleasant and even upgraded it to overnight shipping for me because of the delay and said a case manager would call me within a day or two to discuss my order.

So then two days later I do in fact get another call from dell, I was thinking all was good. But no. Now the lady one the phone is telling me that it is delayed till May 21st now. When I asked why, all they would tell me is that its a really popular machine and that's why its taking so long. I might believe that, but I ordered on May 12th...that's like 70 days! That's crazy.

I asked her what I needed to do if I wanted to cancel my order and of course she was like, oh you don't want to do that. She told me to just give it a few more days, that my laptop has been marked for expedite build. she told me that she would expect it to ship much sooner than the EDD.......if she seems to know this why cant she actually tell me whats the hold up? Oh wait, because she is probably just making it up as she goes....Its been another couple of days and I haven't heard anything yet.....figure I am going to give it a few more day's and then will call for an update.

Really sucks because I am really looking forward to getting this machine.....haven't upgraded in a long time and need my new computer as my last one took a crash to the floor thanks to my dog. I have been using my really poor excuse for a work laptop but its just not cutting it for anything other than actual work (and who the hell wants to do that!).

Just really hoping that it comes before that May 21st EDD, but honestly I am not all that hopeful.

 

Delayed again till the 22nd of April due to 1080p 3d screen backorder. At least that is the excuse this time. They stated that they weren't able to cancel at this point and I mentioned the terms and conditions and they surprisingly were able to cancel it for me. Ordered my Asus with slightly less ram but a better graphics card and it will be here Thursday.

 

An update after being contacted by the Executive Customer Service Team. The gentleman actually called my house on Sunday, after I sent my email to Mr Dell on Saturday night. Did not get a chance to speak to him until today. He asked for two days to contact the manufacturing center to find out why my machine is taking so long (ordered on 1 March) and told me my shipping would be updated to overnight, which is very cool and appreciated. I just checked my Order Status, which has consistently listed my EDD as 24 March. Today it shows my upgraded delivery method (overnight), and now my EDD has also been upgraded to 23 MARCH! Now if I could only apply Dell shipping time reality to tax deadline reality...

 

Cancelled my order due to the repeated delays and no answers to email requests and the usual "someone will call you back" responses to phone conversations. 2 hours after I cancel, somone calls. Too late. Already ordered an ASUS that has shipped in less than a day. Very frustrating since all I have at work and home are Dells till this point.

 

Parts on backorder still apparently. EDD still 5/5. Changed to next day delivery. Still po'd.

 

Mines an xps 15, but this thread is close enough. I ordered on the 23rd of March, original EDD of April 13th. Figured it would be quicker, but I wait and waited and it stayed in production stage. I called first week of April to see what was going on, and they gave me a shortage of some component, seems to be their go to story. Anyway, they reassured me it would be built and shipped soon. I continue to check the status online, till a couple days ago they changed my EDD to May 5th. I was pissed and ready to cancel. I spoke with them and they told me it was about to ship. I figured I'd wait a couple more days, and sure enough, it has shipped today FINALLY. I was really starting to think it wasn't ever going to ship. Should be here this week hopefully. Point is, I wouldn't pay any attention to EDD. It is not close to accurate and I don't know why they even have it there.

 

Oh man, this is so ridiculous. So I just get a call from Dell Corporate Customer Service. My order has been delayed this entire time just because they don't have any 500GB drives. Seriously. There are people who ordered 4 days after me who already received their systems JUST because they ordered a 640GB drive instead of a 500GB.

I went off the the lady. So ridiculous.

 

So did you find out how much longer before they get the 500 gb HDD back in stock?

 

I wonder too... I just re-ordered 2 days ago taking out the 640 GB for this very reason. Now they are out of stock on the darn 500 GB apparently...wow this stinks.

 

I would take their 'out of stock' excuses with a grain of salt. I was told a week ago the reason my laptop hadn't shipped was due to a shortage of 640gb 7200rpm drives. However HPGuy just posted his XPS 15 shipped, and his is configured with the same drive. So why hasn't mine?! Hence you can't believe a word they say!

 

I have seriously engaged with their service reps four times since my 1 March order, and I have gotten four different parts excuses. So yes, I would say that the info you get from their regular 800 number reps is pretty much worthless, especially based on the combined insights from people posting here; I sure as heck would not change my order based on anything they say. I am anxious to see if this Executive Customer Service rep does anything different/better than the other reps I have spoken to thus far. But I fear that the only rep you will be able to believe will be the UPS/FedEx driver hopefully someday delivering your system to your door.

 

Oh no - more delays....this stinks:

NVIDIA® GeForce® GT 550M 1GB graphics 3 days
NVIDIA® GeForce® GT 555M 3GB graphics 8 days
NVIDIA® GeForce® GT 550M 1GB graphics with Optimus and TV Tuner 3 days
NVIDIA® GeForce® GT 550M 1GB graphics with TV Tuner 3 days
NVIDIA® GeForce® GT 555M 3GB graphics with TV Tuner 8 days

640GB 7200 RPM SATA Hard Drive 18 days
1.28TB (2 x 640GB 7200 RPM HDD) 18 days

 

Came into work today to a voicemail from Dell stating that my 1 March order has now been delayed until 25 MAY. I have a message in to my "Executive Customer Support Team" rep to see if this is true or not. If so, I think it is time to explore other options. 3 months for a laptop seems a bit much to me, especially when others are getting theirs sooner after ordering more recently.

 

If this is true I'm going to go bezerk! My current plan is to cancel at the 30 day mark.

 

That is just plain dumb. My XPS 17 was ordered on 28/2/2011 and it was delievered on 25/3/2011; The replacement for the first XPS 17 was ordered on 25/3/2011 and it arrived on 11/4/2011. Someone is not doing his/her job.

This is clearly outrageous. Don't tell me that Dell had to manually install the gpus onto the motherboards? I thought that the gpu comes together with the motherboard? It is unlike the older Dell laptops where you have MXM upgradeable gpus.

 

Spoke to my rep, and he assured me that he had spoken to the production group and learned that it is due to the graphics card being backordered...all other parts for my specific machine are supposed to be there. I expressed my "skepticism" and he asked me to wait 2-3 days before deciding to do anything with my order. In the meantime, time to start researching Asus and Apple I guess...

 

Ok... been watching this thread, I think the answer is to e-mail corporate. Ordered my XPS-17 on March 20th, still says in production EDD of May 4th. When I ordered, it said the EDD was April 22, my confirming e-mail said May 4th??? did not think much of it since my last dell shipped 2-1/2 weeks earlier than the EDD. E-mailed order support last week and they assured me my May 4th date was good (thanks for the help!!!), so i guess I will try the corporate e-mail that was posted and see where that gets me.
Thought I might be safe in the fact I ordered a 900p screen, not apparently the case!! Don't understand why Dell has such back order and supply issues, and why when they get the parts they don't install them based on the oldest order date!!!

 

albedo13,

Your issues are making me wonder if maybe Dell is hoping that you'll just cancel. There are rumors going around that there is a bug in the hardware that prevents 16GB of memory from working properly. If it's true maybe they might be banking on you just cancelling rather than admitting fault.

 

I was wondering the same thing because my order placed on Feb 24 was with 16gb of memory - every day it seems like something else is delayed.

 

OK, now I don't know whether to just laugh or start beating my head against the wall. I just got ANOTHER phone call from ANOTHER Dell rep who I have spoken to before (I have to give him credit for actually calling me back!) who just informed me that my delay is due to the backordered memory not coming in when it was supposed to. I informed him that my "Executive" rep had just told me a couple hours ago that the delay was due ONLY to the video card being on backorder, and that the rest of the parts are already there and waiting. He put me on hold, and believe it or not my status just updated as he was looking at the screen, and yes my memory is now there and yes they are waiting for the video card. Keep in mind that I have already tried the Michael Dell approach, and this is the response I have gotten.

Hohlraum, I wonder if you are correct, and if that is the case it almost makes me want to say now I will wait until Hell freezes over to get them to admit they have a problem!

 

OK, so let's gather some facts. How many people on this thread ordered the 16gig of RAM, and has anybody actually received such a thing yet? Maybe I will post this over on the non-US thread as well.

My order for 16gig was on 1 March.

 

I have been following both threads for 2 months now, and I have not seen one person that ordered 16gb who actually got theirs. Of course around Mar 17 they stopped offering 16gb so you will have to find people that ordered before that and didn't cancel already.

 

I tell you one thing for sure...if those dates that I posted are true, I will surely cancel my order. I always had problems getting my order from Dell and its like I never learned my lesson and keep going back.

For the price, you can't go wrong. Sure I would love to get a Apple, but the prices are just not right for the specs. I mean for a really nice 17, you would pay close to $2800+.

One thing I did notice though:

Build Time 12 days

It used to be:

Build Time 15 days

So most likely they put more people on the assembly line for this model, or people are cancelling cause they are annoyed.

 

I cancelled mine when my original EDD of 3/28 got moved to 5/18. Ordering a new laptop without the memory moved the EDD date to 4/28.

I don't understand it, not sure what the magic combo is that will get a laptop delivered to me.. I know others are getting them.

 

Did you reorder with 12gb?

 

I ordered March 12 with 16gb and original EDD was 4/7 then delayed to 4/14 and now delayed till 5/24 and of course every time I call all I am told is that its delayed and that they will expedite it.....no one will give me a straight answer as to why its delayed.....and of course I get the "a case manager will call you within 2 days" line.....the last time, they did call....to tell me it was delayed even more (putting the EDD at May 24th)....So I am almost hoping that they don't call me tomorrow like they are supposed too!

 

is the delay only affecting those who ordered 16gb ram?

 

Dell called me tonight and suggested that I cancel and reorder the 640GB drive. They are going to call me tomorrow. I'm just going to cancel and NOT re-order.

I'd recommend just canceling guys. It's not worth the grief.

You guys who ordered with 16GB of memory are probably never going to get your machines. They don't even offer the machine with 16GB anymore and it seems to confirm the rumors that Dell CSRs were telling people about a problem with BSODs when running 16GB configs. Nothing else makes sense.

FYI, if you guys want to contribute to the search engines I posted about my ordeal on my blog if you want to add some comments:

Dell Does Not Care

Even Dell commented on it. :/

 

Here is my theory:

Facts
------
1) no one that ordered 16gb of memory has ever gotten their laptop. They are continually told this part and that part are on back order despite the fact other laptops from the same manufacturing plant are going out with those parts.

2) around Mar 17 they stopped offering 16gb of memory as an option. I can think of no reason behind this as leaving it as an option is a big money maker for them.

Theory
-------
I really believe that the Dell technicians discovered an issue with this laptop having 16gb of memory and they won't come forth with that info. I was told by a reliable source working for Dell a couple of years ago that if you modify your base configuration yourself (and yes adding memory is considered that too), that Dell has the right to say you voided your warranty. Now Dell mostly looks past those type of configuration changes but they have it in their back pocket so to speak. So you are Dell and you find a problem with 16gb of memory in this laptop. First thing you do is remove the option to select 16gb of memory for any new laptop. This allows you to continue to sell and deliver working laptops with less than 16gb of memory while they search for a solution to the problem. For those that did order 16gb of memory (probably not as many people as you might think), if you can't come up with a solution quickly, just keep delaying the orders and eventually the user will become frustrated and cancel the order or it will buy them enough time to figure out a solution. For those users that add the memory to increase to 16gb - if they encounter an issue, Dell can claim that it was the user's fault because they made the change themselves and didn't use Dell certified memory or have a Dell certified engineer install it.

There is one caveat that I will add. If there is a problem, no one that has added 16gb of memory themselves has reported having any issues that I've seen.