Post here if you are in a system exchange delay; post status details, etc

Hey Guys,
It seems like there are a bunch of people who are getting a system exchange, but have been waiting over a month to receive the system. Please post your system exchange details and any estimates given by Dell support here so we can get a better idea of how long this takes during this time of the year.
Thanks.

System exchange, SXPS 13
Started First Week of september, 3 orders cancelled
4th(current) order made first week of October
Dell Escalation team got involved, said I should get it in another 2 weeks(3rd time they said that since the beginning)

Still do not have a system and no status, nor an estimate on when it should ship. Currently in the "BUILD" State according to the automated phone order status system.

 

System exchange, SXPS 16
Service ticket from 9/3,
3 orders cancelled
4th(current) order placed October 6th. (3rd order placed by the escalation department).
Was told I would have the system by he Escalation rep in 5-7 days.
System still in "Pre-Production" according to the website, was told yesterday would not ship this week... No ETA but I'll get a call back on Friday.

 

This sounds worryingly like my experience so far. I am in the UK, however. My case isn't quite as bad...yet.

System exchange: Studio 1737 to replace my faulty Inspiron 9400.
Service call generated on the 21st of September. Decision to replace the system made on the same day.
September 24th - Order confirmation for the new system received. "In production" on the same day. EDD Oct 6th.
The EDD was subsequently pushed back twice and now stands at November 11th.

Dell hadn't, at any point, attempted to explain the delays. I finally got a call today after I threatened them in an email. I specifically asked them whether missing parts were causing the delay. The person they assigned to grovel and apologise could only tell me that a part was missing and would be available in five days from today, at which point assembly would resume. She wasn't able to say what part was unavailable. She also reminded me that I was getting a brand-new system (you ungrateful swine)! I'm sorry we make rubbish computers that break down all the time would have seemed more appropriate.

So far I am placing very little stock in what she told me, especially as it pretty well mirrors what was said to the two posters above me.

 

What's normal for a system exchange - do they let you know the specifications at least of what they are trying to get to you first? I've been working with Dell over memory parity error and video problems for over a month and it's not been resolved. I am working with a person on the unresolved issue team and it is being escalated for over a week, and still nothing. They are telling me for past two weeks my system would be replaced but that the configuration wasn't available. They won't tell me the specs or system they are waiting for, I think they could easily build a system or even replace it with a new model and that's what I think they should do, as that's what they have available. Still waiting...

 

I also have a system exchange order. The exchange was decided around the 8th, the order was created on the 12th and since the 16th is in production - built stage ( it was in preproduction before that).

No estimated delivery date ever. On the 16th they told me that the order was actually dispatched on the 12th! (probably the rep was on something, she mistook the order creation date with a shipping date) .

Today (20th) they told me (over chat) that they are going to contact the order processing dept. to update the estimated delivery and later the chat supervisor told me that there is not going to be an estimated delivery date until the system is actually built. I just hope my order is not stuck somewhere. Do they treat exchange orders differently than regular orders? Nevertheless, it shows up as a regular order in my account page.

 

^^ Specs should be shown in the order detail page. Ask the rep for an order number, if you are getting a system exchange.

^I think its just a regular order. My hypothesis is that the delay is because of Windows 7 being released this week. Check out notebookforums.com for more details, as there are lots more people there with details about system exchanges.

 

Thanks for the info. If it actually comes with Win 7 that would be neat*. I have good news: my order is moving along, today just entered the boxing stage.


* I already have Win 7 through my school and I will get Dell's disks eventually, but it would be nice to have a HDD pre-installed with the recovery partition and all.

 

What system is it? SXPS 13? Can you post your specsk? I wanna see if I have same parts as yours. HOw do you know its in the boxing stage? Did they tell or did u call the automated number?

 

Specs:
XPS 1640, Intel Core 2 Duo P8800 (2.66GHz/1066MHz FSB/3M L2 Cache)
4GB, DDR3, 1067 MHz 2 Dimm forXPS 1640
15.6 FHD WLED Display Obsidian Black, 2.0 MP Webcam
ATI Mobility RADEON M96XT - 1GB
500GB 7200RPM Free Fall SensorSeagate Hard Drive
Dell Wireless 370 Bluetooth Internal (2.0+Enhanced Data Rate)
Intel 5100 Wireless-N (1x2) Half Mini-Card

I called the number found in (look at the end of the first post):
http://forum.notebookreview.com/showthread.php?t=393493

 

Been using that number too. Dell Supervisor said I should get it by Wednesday. It went from pre-production to InPRODUCTION today(4th order). *crossing fingers* tho.

Thanks.

 

Mine went into production today as well, Wednesday of next week?

 

I just checked the status of my XPS 1340. The automated phone order status says that it is in the "kitting" phase, which means parts for it are being gathered in a bin

The order for my replacement system was made on October 15, and it has been showing up as in production on the online order status page for a few days now. I know at least one config option (250GB HD) is a part that "may cause delays" when you configure a new system on the Dell website. As I recall, on the day my order was placed a similarly configured system had an estimated ship date of October 29.

I guess I'll just wait patiently and see what happens (getting Win 7 installed instead of Vista would be a pleasant surprise and worth a few days delay, IMO).

 

Well, the Dell chat technician kept his promise and called about providing an estimated shipment date. He was not able to provide one and he cited a "part backlog" for the 1640 as the reason. I hope that the automatic order status is true (Boxing, i.e., the laptop is waiting to come to the US), I guess I will know early next week, the system should be shipped by then.

 

I hate when they say "part backlog" but when you ask them which part, they play dumb. Dell is really getting on my nerves. I though I was the only one, but it seems like everyone who is in a system exchange is being juked around by Dell.

Travers,
what is your config for the sxps 13? Did they say there are any delays other than the hard drive?

Thanks for keeping the thread updated guys.

 

He was speaking on very generic terms which makes me think that he did not have any idea what was going on and he just gave me a made up answer.

 

WLED, 250GB HD, Nvidia N10m GPU
Any other config items you're interested in?

When I configured an order online on the same day that the replacement system order was placed, the 250GB HD had a disclaimer saying it may cause a delay in the shipment.

 

I was told today the hold-up is the wireless card, and they are due in 10/24. My system has the wimax 5150

 

How does the wimax work for you?

 

Guys seems like they were holding up due to Windows 7. Mine just went into boxing. Good luck.

 

That's what I'm hoping, but the rep that was handling my exchange told me that he spoke with the warehouse team and found out that it would not be possible to have Win 7 installed on my new system.

Hopefully, he is mistaken. I'll just have to wait and see.

update: Just checked my order status on the phone -- still in the "kitting" phase. The rep who told me that I wouldn't be getting Windows 7 also told me that my system was in the final stages of the build process. Not sure who to believe about the order status, but I'm hoping there's still a chance to get Windows 7 installed at the factory.

 

Yay! My order is shipped and I also have a tracking number! It is going to be delivered on Monday!

Dell order status is a mess....even the reps cannot get the correct info. In my case, the phone status was the more accurate one.

I will let you know in case I get Win 7 with the replacement.

 

haris,
You were in boxing for 3 days right? Mine is in the boxing phase but the estimated delivery keeps changing. Will say October 29, five minutes later November 12...Did that happen you?

 

Well, the only estimated shpping date I had was 10/26. Yes, I was in the boxing stage for only 3 days. If it is truelly in boxing stage, you should get it around the 29th.

 

Finally my order shipped. After almost 2 whole months since the system exchange was approved. Good luck to all. Just try to be patient and have them escalate it. The problem seems to be with approvals from higher levels once the order is created. Keep asking for updates and if nothing works tell them you will have to resort to a BBB complaint.

 

My order status now says that my system is in the build phase with an estimated ship date of October 27. I have overnight shipping, so if the order status is correct I should be receiving my system by Wednesday. Finally some progress!

 

JTravers,
The estimated ship dates in the build phase are notoriously incorrect. For me, it would change after calling in 5 minutes later. It became more accurate once it got into the boxing phase. Shouldn't be long now; I think Dell is speeding up the orders now. Delay was most likely Windows 7 systems.
Good Luck.

 

I got mine yesterday. It came with Vista, as it was listed on the order page. The system is working great, I just have to transfer my data from the old one to this one.

Also, Dell called me to check if everything was OK with the replacement. Minus the weird support call/order status, I am very pleased with Dell handling the problem I had with my laptop (weird screen flickering).

 

Yup, same thing happened to me. I called back & the estimated ship date changed to Nov 5

Well, at least it's no longer in the "kitting" phase.

BTW, please let us know if your system came with Vista or Win 7. Thanks.

 

Oct 4, 2009, Dell Inspiron 6400 fell off third floor balcony in an accident.
Oct 6, 2009, Made a case to Dell Complete Care Warranty, began process with a case number
Oct 8, 2009, Dispatch number, UPS returns label sent to me.
Oct 15, 2009, Returned from trip, sent out damaged 6400.
Oct 23, 2009, Looked up order number, saw a Dell Inspiron 1545 in production.
Oct 26, 2009, Looked up order number, saw a Dell Inpsiron 1545 CANCELLED.
Oct 26, 2009, Inquired with Dell, no explanation on what caused cancellation, no indication of user cancellation, said it was an automated cancellation.
Oct 27, 2009, Dispatch number, UPS returns label sent to me.

Another UPS returns label? For what? I already sent in my damaged 6400!?!!

I paid for 3 years complete care and 3 years next business day! So here I am using someone else's laptop for my business while I have to wait another few weeks for my replacement laptop to arrive.

I mean, c'mon there must be some spare Inspiron 6400's floating in their warehouse!? Granted they are almost 3 years old, but why can't they send me an old laptop while they're building my new one?

I hope they'll give me a Studio 15 replacement for my trouble. I have to leave the country for another business trip in December.

p.s. Inspiron 6400 had Windows Vista Basic, T5550, 512 mb ram, ATi x1400 256 mb video, 120 gb WD HD, and WSXGA+ 1680x1050 screen.

 

How long did it take you guys to get a real order number? All I've been given is a Dell "exchange reference number" starting with 120xxxxxx. I've been told more than once that it would be 10-15 days before I would even be able to get an order number. Doesn't seem right.. am I getting the run around?

 

That's exactly how it works. I got a 120xxxxxx dispatch number as well. I waited around a week and a half and then decided to phone in. That's when I got a real Order Number from the CSR and was then able to view my build.

 

I am waiting for the order number too. Today is the 11th day after they issued me the system exchanges. I hope it came with the new gpu for my SXPS13 or i will simply refund it.

 

Trying going to this URL
https://support.dell.com/support/order/LookupInformation.aspx?c=us&cs=04&l=en&s=bsd
and filling out your info in option 2. That's how I was able to find the order number for my replacement system even though it was listed under a different customer number than my own.

 

I posted this in another thread, but I figure some of you may not be subscribed to it and would want to see the personal hell I'm going through at this point:

So here's an update to my saga with brief synopsis. My original call on 10/15/09 was to get a replacement card for my dying 8800GTX SLI that was on its way out (blue screen whenever SLI was enabled regardless of drivers used, and "ahem" Leopard locking on first desktop display).

Order placed, next day get notified that the card is on indefinite backorder. Rep tells me they can order me the 9800 SLI at no additional charge to me, I say go ahead. Next day, that order is also stated to be on indefinite backorder. I politely call BS on it, and they offer me Studio 1330 as a replacement and I further call BS. Rep speaks to manager and the manager gets on and offers me a new m17x system as a system exchange with all components equal to or greater than what I have now. I agree, and am told 10-15 days for the process to complete. This is on 10/20/09.

I get a call on 10/23/09 confirming my shipping address and then the rep quickly disconnected. A few days later on 10/26/09 I get another phone message that the part I ordered is on backorder. Confused as to whether this is an old graphics card order or the replacement system, I call. Apparently it was for the old graphics card order that was never fully canceled. I told them to make sure it was this time and that was it for that conversation.

I'm patient, but see no system order ever attach to my account as of 10/28/09, and getting concerned I jump back on Dell Chat (I use it for ALL communication so there's a conversation trail on record). I'm told finally by a knowledgeable rep that the order was placed under a different customer number and that's why I could not see the order. They give me the new customer number and the order number and once I had both of those, the order was then visible under my account. It showed ordered on 10/23/09 and was "In Production". Also on that account my old graphics card order appeared and still showed "In Production". I asked them to have that Gfx card order canceled since I won't need it now and they said it would automatically drop off as the system exchange replaced it. So far so good!

Now we're up to today, 10/29/09. I check my order status this morning, and it says "Canceled"!! Yet, at the same time, another order with the exact same system specs, except Norton AV instead of Mcafee AV, appeared on my account with an order date of today. ? So I contact Dell Chat yet again. The rep does some research and says that the original order was canceled due to "incorrect system configuration". Ok, whatever. It's the same system except the AV, but I'll deal because I have another order number and it's "In Production" now, too.

A few hours later, on a hunch, I check it again (I know better at this point than to just let things ride their course). Sure enough, the second order now also shows as "Canceled"!! UGH. At the same time, the old Gfx card order is also showing "Canceled" finally, as that should have been. Back on with Dell Chat AGAIN. The rep has to do a lot of research and comes back again with the same thing.. canceled due to "incorrect system configuration". I immediately ask to speak to a manager.

The manager gets on and does their own research and investigating and comes back and says the m17x is on "indefinitely backorder" and offers to refund me my money, stating that Alienware simply "cancels" orders when they cannot fulfill the requested order and this is why Dell had to reorder. I call absolute BS on it, stating that I can log onto Dell.com RIGHT NOW and configure an IDENTICAL system and have it show an estimated delivery date of 11/12/09, with no delays shown what so ever (and some of the possible configurations DO show possible delays, so the parts they're trying to give me ARE in stock). The manager is just as stumped as me at this point, and I don't want to take a refund because there's no way I can configure a comparable m17x unit to mine for the original M1730 purchase price. She told me she's going to be my case manager for this situation and that I'm going to deal directly with her at this point and she's going to try to research why this is actually happening.

Afterthoughts to this.. on the way home from work I realized that my system both times has been configured with Vista Premium with a Windows 7 upgrade coupon. My first order was placed on 10/23/09, one day after the Windows 7 official launch date of 10/22/09. I'm thinking it's possible that Alienware refuses to build a system with Windows Vista at this point since, and I did confirm, you can only order an m17x with Windows 7 now on the website, and I'm pretty sure that Dell upgrade coupon was only supposed to be offered until Windows 7 was released. Order specs otherwise seemed completely legit:

1 224-5967 Black Metallic $0.00
1 310-0173 Airborne Documentation, System Exchanges,Factory Install $0.00
1 313-8569 Slot-Loading Dual Layer Blu-ray Reader (BR-ROM, DVD+-RW, CD-RW) $150
1 317-0821 Intel Core2 Extreme Quad QX9300 2.53GHz (12MB Cache, 1066MHz FSB) $2560
1 317-0856 4GB Dual Channel DDR3 at 1066MHz 2 x 2048MB $0.00
1 320-0762 SLI Dual 1GB GDDR3 NVIDIA GeForce (NB10E-GTX1) $600
1 320-8140 17.0in, WUXGA,LCD,ANW,M17X $150
1 330-0171 S and P Drop-in-Box Marcom forDHS Notebooks $0.00
1 330-3924 Name Plate Engraving $0.00
1 330-5414 Windows 7 Home Premium UpgradeCoupon, W0, ENG,SPN,FRE,GER JPN $0.00
1 341-0013 640GB (320GB x 2) 7,200RPM (xMB Cache) - RAID 0 $100
1 410-0173 ADOBE ACROBAT READER - Eng $0.00
1 410-0205 Norton Anti-Virus, Gamer Edition 15 Month Subscription $89
1 420-3251 Windows Vista Home Premium (64-bit Edition) with Service Pack 1 $0.00
1 421-0360 Avatar1 $0.00
1 421-0389 Window Style, DFT $0.00
1 421-0398 Power Plan, BAL $0.00
1 421-0399 Time Zone, CENTRAL $0.00
1 421-0405 Automatic Updates ON $0.00
1 421-0410 Wallpapers, C01W $0.00
1 421-0415 Mouse Pointers,STANDARD $0.00
1 421-0726 ALIENFX BLUE $0.00
1 421-1304 CyberLink PowerDVD 8.0 Software $0.00
1 421-1305 Nero 9 Media Burning Software $0.00
1 421-1724 Soft Contracts,Dell In Home,Alienware $0.00
1 430-0628 Bluetooth 2.1 with EDR $0.00
1 430-3558 Internal 300Mbps Dual-Band a/g/n 2x2 MIMO $0.00

View My Orders
Sub-Total : $3649
Tax : $218.94
Order Total : $3867.94

I emailed my contact back at Dell asking if this was possibly the case and to investigate it possibly being the problem. That was just now, so obviously no news on it yet. At this point, only time will tell with what's going to happen with me, but the situation has worsened because as of last night my M1730 started booting only to VGA mode, so the cards are *really* on their way out at this point. Clock's ticking. :-(

 

I still cannot find any informationon the order number. In fact, i just found out that the customer number is the same one when i order my SXPS13 long time ago. I think they are messing up.

 

Yeah, it definitely won't be the same order number for an exchange. I'd try the link posted by JTravers. It did show my new customer number that I was not aware of until a CS Rep told me.

 

Yeah, i tried that with the same result. "No records" that showed up. Now, something strange happened, i cannot connect to the dell chat for some reason. I really want a refund and order one because i need a "working" laptop for college!!

 

Still no update over here, get my call every three days telling me parts are on delay... Maybe next month will be my luck month, September and October weren't.

 

I finally got the order but some configuration is wrong. And that's it, going to refund this laptop in production after i got it and buy another one.

 

Dell Studio 1557
Ordered: 15/10/2009
Delayed: three times.
First scheduled date: 28/10
Second scheduled date: 05/11
Third scheduled date: 11/11

I called them 2 times and they told me that they don't know why the shipment is in late. Yesterday i received a mail where they apologize for being in late. Lol?

 

Okay, so phone order status says my computer is now in the boxing stage. Hopefully that means that I'll be getting my system before the end of the week. Strange thing is that the phone order status said the estimated ship date is November 20! I called back, and it's now saying November 3. That's better

 

I came home and saw a Fedex door tag on my front door! Finally, the wait is over

 

As for me as an update, my replacement laptop has been re-ordered on October 27. It has been shipped out November 2. Quite a quick turnaround after the automated cancellation due to Windows 7 (I'm pretty sure this is 100% for the automated cancellation.

So instead of an Inspiron 1545, I'm getting a Studio 15.

The only thing that has been downgraded is the processor (P7350 to T6660). However, I'm getting Windows 7 Home Premium 64-bit, which has been upgraded from Windows Vista Basic. Other upgrades include 9-cell batter from 6-cell, ATi HD 4570 from ATi HD 4330, so I'm quite happy.

I don't think I will quibble over the screen size (1600x900) I will be getting since my Inspiron 6400 was 1680x1050.

All in all, my experience took a little over a month. That's NEXT BUSINESS DAY support with COMPLETE CARE folks!

 

Not so fast!
The Fedex door tag was actually for my neighbor, but the Fedex delivery person mistakenly put it on my door. Strange coincidence.

Order status is showing that my system shipped November 2 with an estimated delivery date of November 3. But I haven't received the laptop, yet!

Strangely, when I track the package at the Fedex website, all it says is that the shipment information was sent to Fedex with an anticipated ship date of November 2. Well, it's November 4 so I guess there was some kind of hold up with Dell actually getting the computer to Fedex.

Not sure what to make of all this. Patience.....

 

I got mine in exactly 3 days(including saturday) after it had gone into boxing. Went into boxing late Thursday night. System delivered Tuesday morning.

However, I got vista 64 bit, but the new 210m rocks.

 

Finally got tracking info (and a phone call) from Fedex. The system is scheduled to be delivered tomorrow.