Dell delays - something I would like to share

Being a new member here and new to Dell, I've seen countless threads about this subject, mainly about people being upset that a laptop they ordered days or even weeks before another person was still in production, while other people with similar setups have gotten theirs already. I was thinking tonight, reading all these threads, and had a thought about something that may help clear things up for a lot of people.

No company as large as Dell that produces any product builds every item in the exact order that the order was recieved. I used to work in production for 2 years (quality control in a manufactured home plant). Now I know the products are very different, but the build process is the same. The production industry operates the same way, no matter what the product. It comes down to one certain principle. Orders are in fact placed in a certain order, but they are seldom produced in that order.

Say for instance that in the span of a week, Dell gets 5000 orders for laptops (these numbers are for the sake of argument), with the order number starting at #1 and going to #5000. Now say that 1500 of those laptops are the EXACT SAME specs, but the order they came in at is spaced randomly from order #1 to #5000. Dell will build those 1500 laptops in a group, regardless of their order number. Why? Because it is a thousand times more productive and efficient to build 1500 of the exact same laptop than 1500 laptops having completely different specs.

They will do the same thing will any other batches of laptops that share the same specs, grouping all of that days/weeks orders into those types of categories. THAT is why some many people who may have ordered their laptop weeks before someone else is still in the build stage, while that other person ordered theirs weeks later and got it within days. It all comes down to production schedules and production line efficiency.

Any number of things will cause orders to be built out of sequence, and I'm talking hundreds of different things. Time of day, plant staff strength, call center staff strength, production off days or down days, materials availability, financing issues, when the guy taking the order gets his information processed, who did it, computer issues (such as large scale hardware or network failures), ANYTHING.

 

Wow, I really hadn't thought of this. Rep to ya bro.

 

Were u hired by dell to improve their already damaged reputation

 

Nope, just offering a little insight, hoping to ease people's frustrations even just a little bit. Poduction is all about numbers, numbers, numbers. The production schedule is king. Whatever they have to do to keep numbers and production quotas high, they will do. And building product in groups according to similar specs is one of the best ways to do it. Employees on the production line become acclimated to building that product through repitition, and will eventually do so faster and faster.

Think about it this way. Ever buy any of that IKEA or Wal-Mart furniture that comes in a big box, all disassembled and ready to build? Took you a while to put it together, right? You had to go step-by-step, making sure you had everything right and assembled. Now say your mom, then your brother, then your neighbor, then a friend of yours all bought that same piece of furniture, and you offered to to put it together for them, since you'd just done one. At the end of the week, you'd be slamming those things together in record time. Now what if each one of those people bought one of those things, but one was a desk, one was a dresser, one was a TV cabinet, and one was a hutch? Even though they are the same type of object, it would take you just as long to put each of those together as it did that first one you did.

 

Awesome post man, this really did alleviate some of my frustration on the recent delays.

But this brings me to believe that ESDs are pretty much BS? Dell just builds according to whatever/whenever it would be most efficient?

 

Pretty much. They're a way for Dell (or other companies) to cover their asses to a certain degree. By giving you an "estimated" ship date, they leave themselves the ability to change and move it. If your ESD is 3 weeks out from your order date and they get it to you in a week, you're stoked because you were half-expecting it to take three weeks, because the date of that ESD is the number that your brain registered. If it's going to take longer, they're able to use the word "estimated" to their advantage, because it's there in plain english, they never said or gave you a "confirmed" ship date.

 

Great post, it sheds light on things that are easily overlooked, but does anyone know for sure how Dell's line is really configured? How silly it would be if I choose PCcillian over MCaffee virus software and that was the cause of 2 week delay.

It's obvious to me that Dell's production has a big deficiency. I've already cancelled my first order from a month ago because it was delayed and when a better deal came along ordered another. Tomorrow, for me is D-day and any production line issues should of been addressed by now. Realistic ship dates, not promises they can't keep is sacrificing customer loyalty and doesn’t make good business sense.

Wouldn't we all like to know what Dell is really doing to improve shipment of parts suppliers and output at the production line?

 

This is pretty widely known - call mostly any CSR and they'll tell you that your configuration plays a big part in when it's built.

The complaint comes in when someone who ordered the exact same configuration, but at a much later date has theirs built and shipped before the other. That has nothing to do with what you've described (which is just plain manufacturing efficiency).

 

Mr. Anderson,
What irks me about Dell is that they tell you on the phone that there is no delay on any part on their computer at the time of order. Then two days before the ESD, they tell you that you have a 2 week delay on something as stupid as the color of the computer. This is unacceptable of Dell to do this.

I expect them to hold to the date that they have promised. If they can't do it then they need to give you more than a $15 bag, $50 gift card, and free next day shipping. I think it is fair to expect a %10 discount for every time that they have failed to keep their ship date. Then this delay would stifle some of their customers and teach them a hard lesson on selling more than they can supply. A delay should be a punishment to the seller, not the buyer.

 

Read the full content of this Article: http://www.dev.notebookreview.com/news/best-pcs-for-moms-dads-and-new-grads/

 

DTM - Haha, okay, so you've got a point with your pizza analogy but I think it's a little bit of a stretch to say that making a pizza is on par with retooling parts of an assembly process for computers. Humans are invariably much more flexible than machines - it probably makes more sense to manufacture a big batch of computers, say with a fingerprint reader, than alternate back and forth, depending on whether the order was for a FP reader or not. On the other hand, it's not terribly tough or inefficient (not to mention pizzas are inherently more time-sensitive products) to make different pizzas one after another.

 

I'm sorry, but I respectfully state that the pizza comparison is absolutely ridiculous.

A pizza place is not the same type of business as a production line. AT ALL. As I said before, I worked in production for 2 years. I know how it works. I'm willing to bet that you haven't. Yes, pizzas are made in that type of fashion, but made in the order they are called in. And Dell is making 100,000 times the amount of computers that Domino's is making pizzas. Volume and production efficiency have NOTHING in common when compared across that broad of a spectrum. The two have nothing to do with each other.

 

I'm DTM and I approve the pizza comparrison....as stated it was on a lesser scale but it still applicable IMHO. It would of been worse if I gave the police and fire department analogy, okay?

I'm just adamant about the need for Dell to improve the manufacturing line and reliablility of the supplier to supply parts. Perhaps the need to retool less by having systems in place to build custom orders as they are received would help, providing they have the parts in the first place. Sound logical Mr.Anderson, considering your the expert?

Hope, mine ships tomorrow, if not I'll post when it does but not here, since there's another post started for that.

 

Have you worked for the laptop industry before? You seem to know a lot on the process of making these laptops. Nonetheless, great writeup and I hope that you are correct on making these assumptions although I still won't be too happy about Dell's delay.

 

The only problem with your argument is that each Dell system is assembled by ONE person, then it is sent to testing, and if there are any flaws returns to its assembler for repair. This makes each assembler accountable for their mistakes and none of the assembly process is done by machine.

Here is a link to a video, it was discovered by IUcandi
http://www.youtube.com/watch?v=EEhNkzdKyrw

 

I like pizza....

Pizza Hut's pretty good...

 

Oh I know, but that only involves things such as the CPU, DVD drive, RAM, wireless card, Bluetooth, and hard drives (and a few others I've sure I've forgotten to mention). The entire chassis assenbly as well as the screen, motherboard and electrical insertion are done by machine. That's what I was getting at.

 

Read the full content of this Article: http://www.dev.notebookreview.com/news/roku-3-review-smaller-and-more-powerful-2/

 

Nope, like I said in the post, I worked in a manufactured home plant in quality control. But no matter what the product, the production line industry is the same.

 

Oh come on, rep me!!!!! Plz!!!

By the way, what is repping exactly, and what does it do (I have a faint idea...something to do with those green bars and the thing that says "Rep Power"???)

I will admit though that mom and pop shops do have some great pizza...if you get it from the right ones...they're fresh, steaming hot, and oh so good....

But if you asked me what my favorite pizza is, I'd have to tell you Pizza Hut Pan Pizza with Chicken, Italian Sausage, and Green Peppers....oh my god it's so good....anyway...

Still waiting for my laptop (had to say something about computers in this forum.....lol....)

 

carldaru, you must learn to give before you can receive.

Well, not really, just use the faq link, then click general forum usage. Basically, it's a way for you to give rep or to recieve rep from others. It's credit for posting something helpful, etc.

I've got a rep and it came from a great and respected person. Although he may resent it now if he sees one more word about p-i-z-z-a, but I hope not since I'm just hyped up right now waiting to see if Dell ships my laptop tomorrow or if I get the big goose egg.

 

Excellent post...that makes a lot of sense. Thanks for the enlightening post!

 

Hey DTM...it was worth a shot....thnx for the info...the only places I go on this forum are to the Dell parts, so I completely missed out on the FAQ...thnx for the heads up though...

 

I am waiting on my JetBlack Inspiron 1520. It is suppose to ship out 8/20, that is until they change it agian. I orginally order my laptop around the first of July. I got the call from dell after two delays. Saying if i wanted to cancell my order contact them. I did nothing, my order was cancelled anyway. I had to reorder my laptop on July 28.
I am very disappointed in Dell. I have bought three computer from dell, not including the laptop i am waiting on, but i doubt very seriously i will ever order another one. I understand that there aere going to be delays at times, expically when you are as big of a company as dell,b uit what really get me is apartently they have been having problems for awhile now. I just wish that there had been somehting about the delays on their website. I know my business is not going to hurt a big comapny like dell, but i was just wondering how many other fell the way i do.

 

Unfortunately, that is no consolation for those of us that have been waiting a month or more (some are up to close to 2 months). I'm not holding my breath that I'll ever get the laptop EVEN IN SEPTEMBER because I just read on this forum that the green laptop cases are on backorder AGAIN. If I don't hear something positive by Friday, I'm cancelling the order and buying a Toshiba. This is absolutely ridiculous. Their Customer Service is abominable. They tell you lies and half truths and think they're getting away with it. Everything they told me over the phone and by chat has basically been an insult to my intelligence. I'll never order from Dell again, and I'll tell everyone else not to, either.

 

The only pizza they have I like is the Buffalo Chicken pizza. OMG I could eat that everyday!

 

Like any new product, it takes time to ramp up production. While Dell builds the computers, Dell doesn't actually build the parts. The individual parts suppliers do that and unfortunately we here at Dell are at their mercy.

True, Dell and the Parts suppliers have a long history together. Alot of the parts suppliers are run by former Dell employees. But generally, any new product will have shortage issues due to high demand (a trendy, hip, newness factor).

@ MR. Anderson I work @ Dell here in Austin. There are three manufacturing centers right up the road from the office and they are truly an amazing process to watch at work.

 

This is true. But the actual build stage only takes about an hour or so. It usual take at the most 10 mins to assemble the laptops. then it sits for about 45 mins testing. from there it is routed to boxing. end of build stage.

By far the biggest and most common delays are from parts shortages.

 

I wish Dell would just be upfront about this though, list the parts that are on backorder with specific delay times for each one, give us info on the real build stage, etc....

 

Personally, I'd just rather Dell spend more resources towards cutting delays within their control. Staffing, equipment and logistics. Screw the order status system. Sure it's nice to know where along the pipeline your order is, BUT it doesn't move it any faster. It just makes you worry more.

 

It wouldn't speed up your order. If you really want to know how your lappy is built, write Dell and request a tour. You are gonna have to pull alot of strings. Most Plant Managers would like visitors to a minimum. It makes the workers nervous, thinking they are being audited.

 

I still believe that overcommunicating on what is causing the delay will help dispel customer worries. Customer is happy that the company is doing something about the product which he is buying. Process improvement is an ongoing process and will be handled by operations. The Marketing and PR need to focus on what impact this makes to the image of the company. Another Dell selling its products online, the reputation of product is based on former Dell user experiences. Communication will help retain customers and help Dell's image in catering to its customers.

 

This is true and it will help with Dell continuing focus on "direct to the customer" feel.

I'm a loyal fan of Dell not only because they issue my paychecks but because I DO feel we provide the BEST mix of price and performance available in the market. I truly do identify with the people who are waiting on thier notebooks. Realize as Dell employess, our orders don't get special treatment. Those of us that have the new Inspirons waited out the delays also!

But I do feel that although the order status system does nothing to help the order process, it is a necessary evil. I think it's just there to keep the kids busy who keep asking "Are we there yet? Are we there yet?" But it's good for them. It keeps the phone lines from being tied up. And it lets the CSRs concentrate on cutting the wait time to talk to a live human.

 

A more efficient order tracking system would help customers quite a bit. If you could click your customer number and see it sitting on a pallet waiting for shipment, or waiting on a colored lid, you wouldn't have to stop by web sites and whine until it ships. I have been recommending Dell pc's to customers for going on five years now, and I will not change that recommendation. My personal laptop shipped fairly fast, but even it had taken til next month I would not stop recommending Dell. The price and quality simply cannot be beat. I sit here at work writing this on a Dell Optiplex 740, and although I build my own desktops I likely wouldn't hesitate to order a Dell desktop if I didn't enjoy building my own. You actually can build your own (Asus I believe is the brand) laptop these days, but why when dell will give me such incredible pricing?

 

If I could a laptop with standard components like a desktop, I'd do it in a heartbeat also.

 

Everybody knows the late shipping and mass purchase by gathering more orders could bring cost saving. Furthermore, charge customer first and late delivery will greatly improve Dell's cash cycle and pressure on working capital.

But, it's unethical for Dell to do business like this. My room mate order a Thinkpad T61 10 days ago and already received it. How can my orders is still in production??

 

If I knew what exactly is holding my laptop I would be so much happier, but at the moment there is no definite answer, only speculation. I think that's what Dell hasn't figured out yet.

 

I agreed with Mr. Anderson. It calls master production scheduling. If everyone orders exactly the same configurations then everything would be simple.

 

Okay, everyone keeps talking about Build, Testing, Boxing, and I haven't seen any of that on my order status. Does that mean production hasn't even started on mine yet? Or is there a way to get to that info that I don't know about?

Thanks,
Kt

Sunshine Yellow
Inspiron 1521, AMD Turion 64 X2 TL-50
2 GB DDR2
160G 5400RPM SATA Hard Drive
Integrated 2.0M Pixel Webcam
Order Date: 7/27
Original ESD: 8/14
New ESD: 8/28[/I][/I]

 

Dell needs to do several things:
-somehow improve component supply
-give compensation for delays
-give guaranteed or at least reasonably accurated delivery dates
-stop taking orders that the company cannot, in a reasonable amount of time, do

I think Dell is ruining it's public image. Half of North America buys Dell exclusively practically .. and with lofty explanations as "low inventory of components" it's not a great way to re-build or build customer loyalty. I also greatly dislike how my laptop was shipped ground when it took over 12 days just to build and ship it to the Courier service, I should think I should have the right to buy via dell air shipping for my laptop or express. I don't want to wait a month to get a crucial piece of equipment for my career.

Dell, needs to somehow encourage these small components manufacturers to expand their operations or simply slow down it's. Either or but one of these need to be done. Supply and demand, Dell has low supply and high demand.
Either the demand needs to be cut, which Dell obviously doesn't want or the supply of components needs to be advanced.

 

If you live in the US, there is a toll-free number you can call for Dell's Automated Order Update Status... Just call 1-800-433-9014 and make sure you have your order number on you. Then, just enter it when they ask for it, and they'll tell you what stage you're in. The website order status will only update once you've been shipped. Calling this number will tell you whether you're in Kitting, Build, Testing, or Boxing if your order is currently in production status. Hope that helps!

 

Probably what you have said is true, but I don't understand the point of your thread. Knowing why the delay has happened won't make me any less angry. Especially when I phoned and was offered no apologies or compensation.

 

I don't know, but its not the delay that bugs me. Its more customer service. If I send and e-mail I expect to have my point directly addressed when its replied to. Dell hasn't done that with any of my e-mails. They include paragraphs about stuff I don't care about. Like how they want my input as they strive to do better. Yet, never answer my questions.

 

Dell doesn't care how long it takes. They aren't going to lose much money or many customers. Most of the general public who want a better than average laptop have few options, and typically go with Dell. I'm on my 11th day waiting for mine. I will not go with Dell again, however. I could have purchased all components and built my own darn laptop with matching components and comparable price 5 days ago. Would Dell think it is acceptable if they purchased an expensive advertising campaign to run on during the Superbowl and the ad agency says, well, we COULD have your commercial done in a few days, but we're going to estimate it 3 weeks out and then delay. Do you think this AD agency would stay in business long? No, because ad agencies CAN'T do that. DELL CAN. So basically what I'm saying is, we have no choice but to wait...unless you want to gather your own components (which isn't easy) and build your own laptop. This will be my last Dell for sure. I already stopped buying their Desktops and started building my own. Good luck to the rest of you. I gave Dell another chance and am not impressed.

 

I can understand the delays... they can't control that.
What they can control is the piss poor customer service. That is what is telling me not to go back to Dell.

 

WOW, Thanks for explaining how the status is determined. Ive been monitoring the order status page and have been seeing in production since 7/24 with est shipping 8/28. I called the 800 no. you provided and found out my order is in PRE production!!! Sorry but, WTF!
Give me a break!

Inspiron 1721, AMD Turion 64 x 2 TL-64 (2.2GHz/1MB)
Ruby Red Color with MicrosatinFinish
2GB, DDR2, 667MHz 2 Dimm
High Resolution, glossy widescreen 17.0 inch display (1920 x 1200)
ATI RADEON Xpress1270 256MB HyperMemory for Inspiron 1721 (Integrated)
160G 5400RPM SATA hard drive
Microsoft Windows Vista Home Premium Edition, English
8X DVD+/-RW Dual Layer Drive
Dell Wireless 1505 Wireless-N Mini Card
Integrated 2.0M Pixel Webcam
Creative Earbud EP630
85 WHr 9-cell Lithium Ion Primary Battery, for Inspiron 1721
430-2348 Dell Wirless 355 Bluetooth Mod

 

I'm cancelling my order... but ordering the new XPS instead, it'll have no shipping problems.

 

Why do you think the new XPS will not have any problems? There are still people who don't have their XPS 1330s that ordered in June.

 

Not saying it won't have problems, but at least the supply problem will be alleviated if I order right when it comes out. I'm sure the person who ordered the XPS 1330 when it came out had no problem with delays.

 

Okay, I cancelled my order with Dell and ordered a Sager NP7250. I should have it buy the end of the week, Monday at the latest. PCTorque.com had the best price for the configuration I wanted.

Here's the configuration:

12.1” WXGA Display
Intel® Core™ Duo T5500 (667FSB)2048KB On-die L2 Cache
100MB 7200 SATA drive
Built-in 4-in-1 Card Reader supports SD/MMC/MS/MS Pro
8X DVD±R/RW Combo drive
Solar Yellow

It has lots of extras on it. You can see it here: http://www.pctorque.com/sager-7250-gaming-computers.php#


I'm really excited about this computer.
-Kt