Dell Laptop Order Stages Wiki

I just talked to 2 Dell customer care mangers who both said that absolutely NOTHING can done. They said that once the order is submitted no changes can be made to the order unless it is canceled and put through again. I told them both that there is no way that I can believe that and that I have first hand accounts of people getting their shipping upgraded.

Cin, what do you think of this? Does this sound accurate? It doesn't seem accurate to me. How can they make NO changes to this order? I guess another 4-day delay wouldn't bother me so much if my laptop wasn't already built. It's built and sitting in a box somewhere. What the hell.

 

Bah It was easy for Dell to upgrade me to Next Day Shipping when my 1530 was being built. So, I don't understand why it's so hard for them to do this for you.

Yes, they would need to cancel if you were *physically* changing you order (ie....Changing your config')..your not doing that, your changing your shipping status.

Ok, if they wont' do this for you..ask them what they can do for you for the delay's in your order. Perhaps, you can get an E-Coupon or something.

If it were me, I would prob's try one more time! Or send, an email out to some of the upper mgmt. team!

Please keep us posted!

Cin

 

I said exactly that! "Sir, my laptop is built and either boxed or waiting to be boxed. I don't want to change anything on the laptop, I just want the shipping upgraded." He said that once the order is submitted it is "locked" and can't be edited. And then I talked to another manager and asked for higher escalation and he said there was no one else to talk to.

I might try the phone deal one more time and hope I get someone else. I was looking for upper management e-mail addresses but couldn't find anyone? Who would you recommend? You seem to be the pro at this stuff!

Also, have you received e-coupons (or other things) as compensation for the delay?

 

I feel bad when peep's have these troubles, as I know first hand how it feels. I went thru this 2x with Dell. And, I'm still a pretty loyal customer!

This link I am attaching is the Unresolved Issues page..I think you should complete this form:
https://support.dell.com/support/to...llcare/outstanding_issues?c=us&l=en&s=gen&cs=

Do the *Customer Service Issue* Did you happen to get a Case Number, each time you called? If you have one, that will greatly help.

Also, yes I have received e-coupons, that was because I was polite, yet firm in stating how *let down* I felt as a good Dell customer. My frustration at one point was lack of *followup*, by a Rep telling me they would follow through on something.

Stating that you are highly concerned about whether waiting on continuous *delays* is worth your while ~ when you wanted the lappy within the time frame you were told it would be shipped to you, etc. ~ helps.

Just be truthful with your feelings

Here are some email addys:

Michael Dell
Chairman and CEO
[email protected]
Donald Carty
Vice Chairman and CFO
[email protected]
Ronald Garriques
President, Global Consumer Group
[email protected]
Michael Cannon
President, Global Operations
[email protected]
Mark Jarvis
Senior VP and Chief Marketing Officer
(Dude, You're Getting An Email!)
[email protected]
Lawrence Tu
Senior VP, General Counsel
[email protected]
Susan Sheskey
Senior VP, Chief Information Officer
[email protected]
Andrew Esparza
Senior VP Human Resources
[email protected]
Paul Bell
Senior VP and President, Americas
[email protected]
Stephen Felice
Senior VP and President, Asia
[email protected]
David Marmonti
Senior VP, President, Europe, Middle East and Africa
[email protected]
Brad Anderson
Senior VP, Business Product Group
[email protected]
Jeffrey Clarke
Senior VP, Business Product Group
[email protected]
Martin Garvin
Senior VP, Worldwide Procurement
[email protected]
Alex Gruzen
Senior VP, Dell Product Group
[email protected]
Joan Hooper
Vice President, Finance, Chief Accounting Officer
[email protected]
Alan Lafley
Board of Directors
[email protected] (bounces)
William Gray
Board of Directors
[email protected]
Judy Lewent
Board of Directors
[email protected] (bounces)

I pulled this list of emails from another thread, I hope they work for you!
Again, keep me/us all updated!

Cin

 

Thanks for the info Cin! Ill be filling out that form tonight. I'm also going to tell them that the "manager" recommend I cancel my order and go buy from Wal-Mart. the order that I've been waiting for for 2 weeks and can't wait to receive. I couldn't believe he made that recommendation!

 

So I guess I am not the only one being in the delay mode. Ordered my 1530 on Jan 2nd , was supposed to be shipped on 26 and now they are saying Feb 2nd. The worse of this story is I called yesterday morning (01/26) and they sworn the computer would be shipped the same day, a few hours later I got the automatic call saying it was delayed.

I am so pissed at Dell with their crappy customer service. How in the world can they have people in the status deparment and not knwoing a few hours earlir that an order would be delayed! And this is not saying they can't even tell me the reason for it. sigh.....

 

I'm right there with you, Spur. I'm extremely frustrated. Another thing I was thinking about today is that when I ordered my laptop there was no "fine print" or any kind of asterisk that stated how often laptops are actually delayed. If I had known that it was likely to be delayed an extra 4 or 5 days I would have ordered a week earlier.

And on a side note, I'm really frustrated with some of the people they have working customer care. They rush you on the phone like they are in a hurry to hang up and act like you are inconveniencing them. Not only that, but I am having an extremely difficult time understanding some of them. I'm not meaning that in any kind of racist manner, I truly am finding it difficult.

 

Ok guys I am not sure if you are aware of this so I am giving you the information:

After reading this thread I emailed escalation. I voiced my discontent and 2 hours later they called me back. The person I talked to said there was a shortage of LCD and HD up to 15 days. This means that if you got this email yesterday about shipping on the 2nd, there is a chance it would not be shipped by then.

I want to thank whoever advised about the request of new shipping method. I asked for the 2-day shipping and I was granted the next day shipping. IT does not make up for the delay but it is something.

Be patient, that is what we have to do. I am very frustrated but at least I finally know what is going on.

Take care guys!

 

Oh wow, I'm so glad they told you. Thanks for keeping us in the loop!

 

Yeah, I feel just better knowing what is going on. I t would have been so simple to just put the information there for us to know. How cannot they realize people want to understand the reason of their order being delayed. Amazing!

 

Hey! Did you do the esclation form? And, I really think you should ask for some type of *good faith* compensation...an E-coupon or something.

Don't ask directly for it...Just say *now that I'm simply unhappy*, *what is Dell going to do to make me a happy customer again* until, my lappy is shipped...I was looking so forward to receiving it, and now..I dont quite know what to feel*


Cin

 

just submitted my unresolved issues form and hope to hear something positive back tomorrow or the next day! i took all of your advice so i hope this works out. the ironic part is that after submitting this was the statement shown:

they tell me to expect a delay in response to my issue after me actually complaining about them not informing me of potential delays in the production of my laptop! that seems kinda backwards to me!

 

OMgawd...I'm actually almost ROFL at this response you got!!!

It's almost like an admitted *disclaimer* that they are acknowledging they are having prob's keeping up with orders, customer service etc...

Yes, this is soo backwards..Setup an unresolved issues site...and then give a *form* type of response after the consumer has submitted his issues! again:

Sounds like the *checks and balances* are not working out correctly at this time.

Why not give this disclaimer, before, the customer completes the form. So they know what is up.

Not after, they submit their issue ~ and potentially feel like something is gonna happen w/in 24 hours, or what not.

YOU hang in there..things will work out for you...they just have too!


Cin

 

:laugh:

well we will see what kind of response i get!

 

Yes, be sure to let me/us all know what has happened. Who knows, maybe you will hear something back on Wednesday, you never know!


Cin

 

Well, I had been in the build stage since 4 January on the order I placed on the 3rd. When I called the automated status number today, I was in the "kitting" stage. So maybe they actually have all my parts and will be building soon. I have my fingers crossed!!!

 

*fingers continually crossed for you*

Your in a good stage...I would hope that it will ship for you, tomorrow? Maybe


Cin

 

That'd be awesome if it did. Because I worked through the weekend, they're giving me a day off when I need it. And they upgraded me to Next Day shipping, so if it DID ship tomorrow, it'd be here on Friday so I could take the day off and have a three day weekend to play with the new laptop. Wouldn't that be sweet!

My faith in Dell is slowly coming back. It helped that Spur was able to find out the reason for the delay. I wish Dell would understand that most customers just want to be informed. Not many people I know like the "it will happens when it happens" line.

 

I am in kitting stage too. fingers crossed, fingers crossed!

 

UPDATE:

I received an e-mail this morning at 9:30 stating the were very sorry for the inconvenience the delay called and that my order had shipped and giving me a tracking number. It also stated the the delivery date will be on or before the 31st, which is Saturday!

But then I received another e-mail 2 minutes later in the same format. Again it had the same wording, apologizing for the inconvenience and stating that my order had shipped and given me a tracking number. This time, though, it said the delivery date would be on or before February 4th. I was very confused so I called a Dell rep. Oh, and the e-mails were from 2 different representatives.

The customer care rep that I spoke to confirmed that my delivery date was, in fact, Saturday the 31st. So I'll be getting my laptop in about 3 days!

Interesting what you can do when you speak up for yourself! Thank you, Cin, for all of your advice. I'll post pics when I receive it!

 

UPDATE #2:

Apparently I spoke too soon. Dell gave me incorrect shipping information. They said it was sent FedEx Home which operates Tuesday-Saturday when, in fact, they sent it FedEx Ground which requires more transit days. I found this information out through FedEx. They said to call Dell ASAP and tell them to stop the shipment and send it express. It was not yet on a truck.

I am so fed up with all of the misinformation that I've been receiving. I'm on hold waiting for Dell to pick up right now.

 

WoOt! Glad you got the upgrade for shipping....a 3 day weekend to enjoy the lappy..would be nice! *fingers till crossed*

I think in time (at least I would hope), that with this economy and such, that Dell would get better at their CS skills!

Wishing the same for you too!

That's great you got a reply...even though getting it thru 2 different reps But nonetheless, it's on its way to you, and a Saturday delivery is good!

Are you going to be tracking the lappy, on the delivery process, with the tracking number? I did that with my deliveries. It was fun!!!

And, thanks! Anytime I can help is a good thing for me!

Can't wait for the pic's!!!!


Cin

 

I just spoke to another manager and she told me that, once again, there was nothing she could to to help me. I am beyond frustrated. How can Dell NOT help their customers who they have inconvenienced???? I'm attaching the unresolved issues e-mail that I wrote last night as well as an update on todays events and sending it to Michael Dell. This is absurd.

 

Oh no. Not good. Your attachment isn't appearing.

Well, maybe you will hear back from someone, yet

Look at it this way also, your lappy should be to you w/in 48 hours!


Cin

 

No, I won't have it until next week now. You must have missed one of my posts above. Dell gave me wrong shipping information. Just another bump in the road. This has been hell.

I e-mailed Michael Dell. I doubt I hear anything back from him, but it was worth a shot.

 

I'm in the TESTING stage!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! Oh my gosh, I'm so excited. Looks like a delivery before the weekend is totally possible! Dell has totally redeemed themselves in my eyes.

 

So if the automated phone order status system states boxing, then it is really in boxing? I read somewhere else that some people's systems weren't really as far as boxing, although the automated system stated boxing. My order was already delayed a week because of some verification letter which stated they tried to contact me, although I had no missed calls or voicemails from Dell.

Thanks,

Matt Arnold
XPS 1640, Intel Core 2 Duo P9400 (2.53GHz/1066Mhz FSB/6M L2 Cache)
4GB, DDR3, 1067 MHz 2 Dimm forXPS 1640
16.0 inch Wide Screen 16:9 1080p FullHD RGBLED LCD W/2.0 MP, XPS 1640
ATI Mobility RADEON HD 3670 - 512MB
320GB 7200 RPM SATA Hard Drive
8X DVD+/-RW Slot Load Drive for XPS1640
Intel 5100 Wireless-N (1x2) Half Mini-Card
Dell Wireless 370 Bluetooth Internal (2.0+Enhanced Data Rate)

 

I am now in the BOXING stage!!! I'd better be careful or there will be little bits of me all over my living room from the happiness explosion that will occur when I get the "shipped" notification.

 

I am in the testing stage too! I am so excited.

I also ordered a travel surge protector and they just shipped it, although for some reason the tracking number is not recognized


Edit: I got the tracking working, I'm getting it tomorrow! Well the surge protector and usb bundle

 

It usually takes about 24-48 hours for the tracking # to be recognized in the carrier's system.

 

I have NO idea what's going on with my shipment. First, Dell told me that the estimated delivery date would be Saturday. I called FedEx and they told me that it was sent FedEx Ground (Mon-Fri delivery) and not to expect it until Monday. But the tracking number says it was sent FedEx Home Delivery (Tues-Sat delivery) and to expect it on Saturday. So, Dell and FedEx's tracking system say to expect delivery on Saturday, but a FedEx rep seemed to think it would be Monday. Who should I believe?

 

The Magic 8-ball?

Honestly, I have no idea. Call FedEx again and see what a different rep can tell you. It's possible the first one didn't know the right answer.

 

So dell does not use the same carrier all the time? The protector was sent via UPS.

You would think they'd use the same carrier all the time.

 

Looks like the first FedEx woman I spoke to was wrong, the delivery date is Saturday! yesssssssssssssssssssss

 

I have to say Dell is fast!! I got my XPS 1530 last week but my battery would not hold a charge.. so I called tech support and they had a replacement battery at my door the next day (14 hours later that is) and I just sent back my old one in the box the new one came in. wow that is good tech support very impressed with Dell. other then that i'm lovin this laptop.

 

See, things will turn around for you! When you have the tracking number, that's a very good thing!

Same thing happened to me, my 9C batt died, and Dell sent me one, I received it the very next day!


Cin

 

Now I am in the boxing stage! Well I guess according to the little guide on the first stage, it will be shipped in 3-4 day now, right?

 

I'm hoping so because I just found out about the phone automated status checker on Wednesday, and it stated I was in boxing then. So hopefully at worst, my laptop will be shipped the beginning of next week.

 

Holy crap I can't wait to spend all day Sunday configuring my laptop! So pumped.

 

It could, and it could be shipped sooner. Mine was in the boxing stage for one day..and then I rec'd notifcation it had shipped!

Maybe, Monday for you!

Well, that will be fun for you! It was for me, and I think most everyone when they rec'd their new lappys!


Cin

 

2 days and counting

 

HA...you got's the FEVER! The 24/7 Non stop *anticipation* fever!

Have you checked your status lately!

48 hours for you!


Cin

 

*DANCE*

Shipping Method: 3-5 Business Days
Shipped Date: 1/29/2009
Est. Delivery Date: 2/3/2009
Carrier: Data Temporarily Unavailable
Tracking Number: Data Temporarily Unavailable

How long does it take for the carrier and T# to populate? Thanks.

 

FYI:

I ordered on 01/23/2009. By 01/24/2009, the order was in production. I don't know the exact date of each substatus because I didn't learn about the phone order status tool until 01/28/2009. By then it was in boxing until the night of 01/29/2009, then at around 06:05 US Eastern on 01/30/2009, it showed it was shipped on 01/29/2009. Estimated delivery date is 02/03/2009.

 

Congrat's that is has shipped! It shouldn't be to long for it to update, it will appear when Fed Ex enters the Tracking Number on their end.

But....you can also call a Dell Rep, and they can verbally give you the tracking number

Cin

 

2 days in boxing. I know it's just a matter of time, but I want it NOW! LOL

 

Hang on a bit longer... I bet it ships fairly soon
I sooo..understand the wanting of it NOW!!! :laugh:


Cin

 

They shouldn't just call it boxing. It should be boxing, etc... or boxing and beyond.

 

Very true. Maybe a "boxing" stage, then a "transit to shipper" stage.
Otherwise, people might start worrying about a shortage of cardboard at the factory. I need to be reassured that it's got enough cardboard to be shipped!

 

Mine said boxing when it was being shipped to Texas. from over seas then it goes into pre-shipping then shipped in there Texas location.. it went from boxing to pre-shipping then shipped all in the same day.! then it was here in Ontario. 2 days later.