The OFFICIAL Dell Inspiron 9 (Mini I) Order Status Thread

see, this makes me wonder if they are trying to use this as an excuse to the delays. kind of stupid, but wouldn't surprise me. just come out and say, we've messed up, JIT delivery didn't work, we are short on parts. can't ship your mini yet. Don't make up some story about the incorrect version of adobe, and we have to cancel and re-enter!!!

 

I'm beginning to wonder that myself. I ordered my mini on 09/14/2008. White, 1.3 camera, 1gb memory, 16 GB SSD, windows XP, no bluetooth.
Estimated Shipping date 09/29/2008 to NYC.

I too have Adobe 9.0 listed on my order. Last night I called CS and was told there was nothing in my order to indicate that it might be canceled because of Adobe. This morning I called CS again and received the same response from the CS rep and then his supervisor. They saw no possibility that my order would be canceled because Adobe 9.0 was listed on my order.

EDIT: I forgot to mention that the supervisor indicated that the mini might not ship on 09/29 and was very vague on what was casuing the delay. When I asked if there were delays due to parts shortages he repeatedly responded that Dell was doing everything they could to get the order out on time and appreciated my patience but did not give any indications on the cause of the delay.

As of 11:30am on 09/26/2008 (NYC time) my order is still in the build stage. I'm guessing that it won't ship on 09/29/2008 and just hoping the order will not be canceled.

 

OK I originally ordered on 9/15 however all I got was an "Order Acknowledged" Email but no "Order Confirmed" Email after a couple days, I called Dell and they had no record of that order, so on 9/18 I put in another order, which was immediately confirmed with a ESD of 10/10. Later that day, I got a confirmation for the first order, with an ESD of 10/9. The order date on Dell.com lists the order date for both as 9/18.

Well the order that was place on 9/15 but not confirmed until 9/18 shipped this morning, but the order that was placed and confirmed on 9/18 is still in the build stage.

So based on my experience, orders place early on 9/18 or before are not affected by the supposed shortages, but late 9/18 or later are. I know that doesn't explain those of you who ordered before 9/18 who have not shipped, but that's my experience.

Both were: Black, 16GB, 1 GB RAM, 1.3 camera, Bluetooth, XP

 

I'm curious to know if anyone who has had their orders shipped and/or received their mini had 410-1883 ADOBE READER 9.0 MULTI- LANGUAGE listed as part of their order -- as opposed to the 420-7468 ADOBE ACROBAT READER 8.1 DIM/INSP which apparently is not causing orders to be canceled.

 

ok, so I'm trying something here... I haven't heard back from the overseas guy as to what's going on with my order. I've emailed him and left several voice messages. I work for a very large company, and I called the support line for large businesses since I got this through the employee purchase site. Maybe they can help expedite this and get my order through.

I'm on the phone with them now, we'll see if they can give me any different information.

right now they say the order is still in build, and not cancelled. I explained about the phone call I got last night regarding the 'illegal configuration' and that I don't even need the Adobe software. He's got me on hold and checking things out.

EDIT: Not sure this is going anywhere either, they say I still need to talk to the same customer care group for orders in process. they tried to route me to the same guy.

 

Ordered 9/13, ESD 9/29. Just got an "order confirmation" and sure enough my original order was canceled and my new ESD is 10/23.

I called and very calmly expressed my intense frustration. I was put on hold a long time, then before the rep came back on the phone he sent me another order confirmation. Two things were different, the order was now set for next day air instead of ground and payment method was "cancel / reenter transfer"

He then came back on that line and explain that "my order is now taking a different path" and that I should ignore the 10/23 ESD. We'll see, I wouldn't mind waiting a week, or even another two, I figured I would, but 10/23 is a bit much.

16gb ssd, xp, no camera or bluetooth, black acrobat 9.0

New order all the same, except it now states acrobat 8.1.

 

BAAAH! I just got a call from the Dell CS rep I spoke to before who said that according to the build/tech team, my order will have to be cancelled due to the Acrobat problem.

They left a voicemail telling me to call back to place the order again. Darn it!

 

Wow. This is complete crap. I mean, it's not like we SELECTED which version of acrobat to put on our mini. This is entirely the fault of Dell, and now we have to wait another two to three weeks in addition to the two weeks or more that we were waiting for these.

 

ok. my original order was cancelled.


new order now has:

1 420-7468 ADOBE ACROBAT READER 8.1 DIM/INSP

Est. Ship Date: 10/20/2008
Est. Delivery Date: 10/23/2008-10/27/2008


Let's see, I ordered on 9/12, was supposed to have this mid week next week. Now I have to wait another month?

Supposedly they are 'expediting' my order, but I've heard every customer service rep use that word like it's going out of style. I asked them to explain what expediting gets me and nobody knew. They don't even know at this point if the ESD will change. They think it will, but they can't say.

So, if your order seems to be stuck in the build stage when calling the 800 number, and you look at the details of your order and you have part 410-1883 ADOBE READER 9.0 MULTI- LANGUAGE, then you might want to call customer service and see what the hold up is.

 

To follow up to my earlier post. About 30 minutes ago I contacted CS, again. So, in the past two days I have contacted CS three separate times regarding the fact that my order was placed on 09/14/2008, with an ESD of 09/29/2008, and has been in the build stage for almost 2 weeks. In addition, my order has Adobe Reader 9.0 Multi-Langage listed on the order sheet. No one I've spoken to in CS knows about [or is willing to admit?] there is a problem with orders that have Adobe Reader 9.0 Multi-Language.

EDIT: White, 1GB of Ram, 16GB SSD, 1.3 Camera, XP, no BT.

Customer Service has told me that there is nothing in the record that indicates there is a problem with my order and the Dell order system is currently telling CS that the ESD of 09/29/2008 is still valid. However, as I mentioned in my earlier post, the CS Supervisor I spoke to did tell me that my order might be delayed due to a general backlog.

It appears that there is nothing I can do is wait until next week and hope that my order doesn't get canceled.

Well, it is Friday so I guess it is time to leave work, get a pint(s) and not worry about this anymore because as Homer Simpson said: beer is the cause of -- and solution to -- all of life's problems. Hopefully, it will make my Dell order problem all better.

 

Great...As of right now, I have 2 orders for a Mini 9. My old order hasn't been canceled and the new order has been placed. I called to cancel the order but was ultimately cut off and haven't called again. The new order has an ESD of 10/20 and it came out to approx. $500, $12 cheaper than before for a Mini 9 with 1GB RAM, 16GB SDD, BT, and 1.3MP cam. They didn't give the new order Next Business Day shipping, so I'm going to call and request it. That's the least they could do for all this trouble.

 

yes, if you had to re-order because of the acrobat software, then next day shipping is the least they can do. That's what they did on mine.

I think I got a pretty good deal on mine, ordering two of them through my employee purchase site, I paid $423 for each one before tax and shipping. I got everything on them..... 1gb ram, 16 SSD, BT, 1.3 camera....
that included work discount, as well as 4% off for using DPA.

 

My order status just changed from "In Production" to "Changed" with no estimated ship date. I have no idea if this means it's been canceled or if it's going to be canceled and I should place another order. Some sort of explanation from Dell would have been nice. Can't beat that Award Winning Customer Service, huh?

 

That's what mine showed when they cancelled it. I had already called the status line and heard that it was cancelled, then I linked over and the online status showed it was changed. This is awful for everyone concerned. I wonder who's head will roll for this expensive mistake in setting up the Mini configurator.

 

you need to call them.

Changed is basically cancelled if you didn't do anything. Changed is what my cancelled order became after they cancelled it today.

 

Check out my signature. Yup, that's right, as of this morning (9/28) my order has finally shipped!! I also edited my first post in this thread to include the new information.

 

Congrats!

(yay, another one that ordered after me and is getting it before me )

 

Yep, you and I are in the same boat. I just hope they actually do manage to expedite them.

 

White/XP/16SSD/1GB Ram/1.3 Camera/No BT
Order Date: 09/14/2008
ESD: 09/29/2008
Adobe Reader 9.0 listed on the order sheet.
Current Status as of noon on 09/28/2008: Build Stage

After I called CS on Friday I was going to wait until my ESD to call back (assuming it didn't ship). But ytsejam1138's post got me slightly ticked since I ordered mine before ytsejam1138 -- however, I do recognize my configuration is different.

Today at 12:45pm (NYC Time) I spoke to Customer Service and then a Supervisor. As with my previous calls, Dell CS is claiming they do not know of the Adobe Reader 9.0 issue and both the CS Rep and the Supervisor strongly believe that my order will ship tomorrow.

Like all three prior discussions with CS they were very polite but I get the strong impression they have no more or less information that I can get from the Dell automated telephone or Order Status Internet Page.

I am going to be very annoyed if the order gets canceled tomorrow considering I've been calling since 09/25/2008 about the potential problem.

 

I ordered mine on 9/16 too and it's still in Pre Production. It's suppose to ship on 10/1 and I'll be really surprised if it does. The automated order status still indicates a ship date of 10/1.

 

I called Dell and got the tracking number since it's not on the automated phone order status or on the website yet. However, it's not in DHL's system yet. So I can't track it yet.

 

Nice, that's what I did w/my 1530! So, I would imagine tomorrow morning, as soon as it's scanned by DHL ~ you should be able to start tracking


Cin

 

I'm still on-target for a Monday (tomorrow) delivery. I'm hoping DHL gets here before 10:30am, so I can make it to work on time. If not, I might have to get to work late

I'll take some pics and do some benchmarks when I get it.

 

Great! Can't wait to see....

Hope it comes before you have to go to work!


Cin

 

Obsidian Black/XPee Home /16Gb SSD/1Gb RAM/better webcam/Bluetooth

Order date 9/14
ESD 9/29

As of 9/29 12:00 GMT -5- Still in production-build stage.

Hopin they aren't backorderin em now

 

ESD is 9/29 that's tomorrow...still in build???

You may want to call Dell tomorrow and ask if the *EST is still 9/29* and if not, have them confirm when it's going to be.... Have them do this verbally, and by e-mail with a Case Number.



Cin

 

I found a good rep, because I'm part of the Acrobat debacle. Anyway, here is what he said:

"they just confirm us this morning that all the systems that had this
issue are on the expedite list,
that's the highest priority on the assembly line, how fast they would be
put together ?, I don't know, this will
depend on the plan they have at the assembly line."

So, I guess Dell is aware of the issue... if that provides any comfort at all.

 

Just tried to cancel, my order date was 9/19 my ESD is 10/13 expecting it by 10/16,its in the "boxing stage" which is BS done waiting, decided to just get the iphone : ) one month is too long to wait for this!!!

 

Chalk another one up to ADOBE. When I got notified of the order being cancelled / replaced, I at first thought it was a sales person jumping an online order. I used to do Dell Sales / Tech, so I've seen it happen.

Same deal, expidited order, free next day shipping, 3 week estimated delivery date push back.

I asked WHY this happened. All they knew was that it was due to the wharehouse not carrying that sku anymore. Note that if you configure one on the website that it only has Adobe 8.1 ATM. I'm going to continue to dig to see WHY they changed the version. If it's a technical reason (doubt it), we should know WHY!

 

Got the dreaded Order Delayed email today

Typical Dell, same thing happened with my XPS M1330.
At least this time I have a computer (my 1330) so waiting isn't critical.

Original ESD-today
new ESD 10/06

Joke though-if a manufacturer makes a product, they should have reasonable supply available for the demand. Again typical for Dell

 

Unfortunately, I cannot find anyone at Dell who is aware of this issue. I just got off the phone with four different departments: The order status department, the sales department for parts, the sales department for whole systems and the system order modification department. None of them claimed to know about the problem. Each time I spoke with one of the departments & they didn't know about the Adobe 9.0 issue I would get transferred to a different department. All four departments told me that my order looked fine and there were no notes in the order indicating that it might be canceled.

This afternoon I received an e-mail indicating that my ESD was moved from 09/29 to 10/06 because "we are experiencing an unexpected delay and have adjusted the estimated ship date". It mentioned nothing about the Adobe 9.0 issue.

My order: White/1GB Ram/16GB SSD/1.3 Camera/No BT/Adobe 9.0. Order date 09/14. Original ESD 09/29. Revised ESD 10/06.

About 5 hours ago I put a call into the CTS_Ownership department (I'm guessing the name of the department based on the e-mail I received) which issued me a case number when I initially started asking about the Adobe 9.0 issue but have not heard back from them yet.

My continuing concern is that I'm losing days while I wait for Dell to realize that I have Adobe 9.0 on my order sheet and cancels my order before I can have the order modified/put into the expedite group.

If anyone has been able to be proactive regarding this Adobe 9.0 issue and was able to get it resolved before Dell canceled their order please can you tell me who or what department you called? Or if anyone has any thoughts on how to better resolve this issue...

Thanks

 

I just called the Dell Customer Care number at the top of the Dell pages and went through the menus for help with a purchase already made. I asked if my order was going to be canceled because I had heard of people's orders being canceled due to Adobe Acrobat 9.0 being in the order. The CS rep said he did not see that being a problem. A few hours later, I got a call back from him and he left a voice mail message saying to call him back:

 

My order due to ship 9/29 also was delayed.
10/6 new delivery date.
Sucks!!!!!!!!

To add insult to injury, Dell is now having a sale on the mini for $399
for the next couple of days. Only way to take advantage would be to cancel
the order and re-order, correct? Although it's nice, $50 isn't worth me waiting another month.

 

I just checked my tracking with DHL and it looks like it's coming a day early. I should have it in a few hours. WOOHOO!!

 

My order on 9/15 with ESD of 9/30 just got canceled due to the ADOBE 9.0 screw up ...

I called and called and e-mailed and e-mailed over the past week trying to warn them that my order was doomed to be canceled ... but to no avail. Everybody assured me there was no problem with the order. There was nothing I could do to get their heads outta their asses.

Reordered today 9/30 with new ESD of 10/22 ... When order rep was reading back my list of items, he specified ADOBE 9.0! I hit the ceiling. After a short time on hold, he came back with yet another a new order showing ADOBE 8.1.

I don't think I'm gonna wait on this one. This is so freakin' stupid ...


PS ... If your build list shows: 410-1883 ADOBE READER 9.0 MULTI- LANGUAGE ... you got trouble ...

 

I ordered my mini with Ubuntu on the 26th, a day after they released them in the UK, and it's showing as "in production" with an estimated delivery date of the 10th of October. Which is very nice, except that given the complete lack of customisation options here in the UK, they can hardly be doing a lot of production on it. I suspect that it actually means "not ready to start shipping yet because we don't have them in our warehouse"- I can't imagine what else they would need 15 days for.

I suspect that they're being a bit over generous with the estimate, though, and that it will be shipped sooner. I just need to keep checking to see if the status changes

 

Sorry to hear that. I'm still waiting on my two mini's that were ordered on 9/12.

Actually on the phone now as the new order is still in Build. If these get here when they say they will, it will have taken SIX WEEKS to get these. It's not like they take a lot of build time either. These are very simple configurations, they should get these out the door practically same day.

This has to be the worst experience I've had with Dell in the 10 years I've been buying stuff from them. It's bad enough that I'm going to start looking elsewhere for my next purchase.

 

Does anyone have a phone number to someone intelligent @ Dell???
I've been calling all AM about my delayed order and the Adobe Acrobat issue
and they are all clueless!!!! All I get is transfered from department to department with no success. This is ridiculous

 

I cannot agree with you more. This is so freakin' stupid! I am in a similar situation. I've been calling since Thursday about the Adobe 9.0 issue. Dell even opened a trouble ticket about it on Sunday. Unfortunately, no one I've spoken to at Dell knows about this problem. I am resigned to the fact that at some point in the future (hopefully sooner than later) Dell will wake up and realize I have Adobe 9.0, cancel my order and re-issue it with the correct Adobe 8.1 version.

This morning I've been playing phone tag with the group that opened the trouble ticket and I hope to be able to speak to live person today. Unfortunately, today Dell called when I was in a meeting.

What I find discouraging is that some people like jaimegmr (Thank you jaimegmr for your above response by the way) were able to speak to someone relatively quickly about the Adobe issue and there are people like you and I who have been calling for close to a week. How is Dell as an organization this incompetent? I know - I know -- I work for a very large company so I can guess -- but it still is very discouraging.

 

Ordered 9/12
ESD 10/3
got an email sunday night from dell saying it was shipped.

So I should see mine soon, maybe a day or two before my esd.

 

New member here and I am amongst the crowd of folks that have been screwed by Dell over this Mini 9/Acrobat Reader nonsense. Placed my original order on 9/12/08 and had an ESD of 9/29/08. Found out on Sunday (9/28) that the order had been changed. So I called Dell and got the story on the Acrobat Reader crap. Yep, nothing like canceling my order the day before it ships! Anyway, the new ESD is 10/20/08.

So far I have exchanged at least a dozen emails with the idiots at Dell and an equal number of phone calls. Same story as everyone else, 'it's being expedited', 'configuration problem', etc, etc. They have graciously now upgraded my shipping to next day (was two-day) for free, and that's about it. The thing that gets me is that my order was canceled the day before it was ready to be shipped, so it's a fair assumption that the notebook was finished being built and all they needed to do was shove it in a box. So what happened to that notebook that they built? Couldn't they just detail one of their workers on the assembly line to take all of the already built notebooks with the wrong version of Acrobat Reader and uninstall it and reinstall the correct version? They could have still shipped them out with little or no delay. Instead, I get a new order and I am sent to the back of the friggin line with folks who placed their order after I placed my original one! Nothing says customer service more than punishing a customer for your mistake.

This has really pissed me off, and since I am the one in my department (at a major university) that makes PC purchase decisions, I may have to take a harder look at Lenovo in the future if this is how Dell operates.

 

I am officially giving up. I just received a call from Dell Team I opened a trouble ticket with on Sunday 09/28/2008 (after calling about the problem since 09/25/2008) regarding the Adobe 9.0 reader issue. I was told there was absolutely nothing in their system that indicated that there was a problem with orders that have Adobe 9.0. I politely disagreed and told them that I have read that several people have had their orders canceled because of this issue. I was then transferred to customer care. Customer care told me he did not know of any problems with Adobe 9.0. I politely disagreed and was transferred to the sales department. The sales department told me that not only had he not heard of a problem with Adobe 9.0 but my system was going into the boxing stage tomorrow and there was nothing wrong with my order.

I'm done. I can't spend anymore time chasing Dell around about this anymore. I tried very very hard to be proactive about this but am unable to get anyone at Dell to take me seriously. If the Dell Mini ships on 10/06 --- great. If it doesn't I'll decide what to do when I get the phone call that my system order was canceled.

 

Situations that you are talking about talk a good amount of time to reach Call centers agents, supervisors, sales, and being that its a new issue I doubt it has taken time to trickle down. I doubt it will even be announced to all the agents since its not really a serious issue and may have been corrected. I would image the only way most of the agents would know is if they actually visited forums like this.

 

I respectfully disagree with some of your statements. I don't see why it should take a full week for a problem that has affected several customers to "trickle down". Personally, one of the large software providers for my job has an on-line knowledge database that both their CS and users can access. Generally, within 48 hours of a problem being identified it is posted to the knowledge database even if there isn't a solution available -- it still alerts both Customer Service and the users that there is a problem and that a solution is pending. This knowledge database is also searchable.

Perhaps you have more experience in this field than I do -- maybe you've worked for Dell or a similar company in the past. I do not work in the computer industry. However, I have seen a better customer service system put into place by one of our software vendors and thus cannot fully agree with you on what is a reasonable time to alert CS of a problem. Personally, I believe it is unreasonable for a full week to go by and customer service to not know of a problem or be able to find out about a problem if asked by a customer -- regardless of how many or how few customers are affected.

I do agree that the problem, generally, isn't all that serious (except for the fact that pissing off even a small number of customers can turn into a serious problem) and that it appears the problem for future customers has been resolved since Adobe 9.0 is no longer the default PDF reader.

Lastly, I would like you to know that I appreciate and respect your comments. I am not responding to start a fight with you -- just to give my view.

 

Well....after a whole morning of department switching, I was able to get a Dell manager that realized the Acrobat issue. My order has been promptly cancelled. As compensation, I was upgraded to 1.3 webcam, Bluetooth & next day shipping at no additional cost. Original config did not have the webcam or BT so....I'm alittle satisfied now. At least enough to wait for the new ship date of 10/22.

 

Today when I spoke with my Dell escalation case manager, he told me my order was canceled due to Adobe Reader 9 unavailability. (Something I had been trying to tell Dell would happen for a week)

He then transferred me to a sales agent to reorder, and when the sales agent initially placed my new order, it specified Adobe Reader 9. When I questioned him about it, he had no idea of any problems with Adobe. He put me on hold and came back shortly with another order that specified Adobe Reader 8.1.

Some at Dell are aware of the problem. Most are not.:confused2:

I suppose some time in the future Adobe 9 will be available and is not the "kiss of death" for a Mini 9 order ... But who knows when that will be ...

 

A lot of what you said is correct the only problem is that in my call centers environments they may have the knowledge databases that have information on updates posted about such events like this. Unfortunately it takes about a week or so for updates to get posted. Then once it is posted the agents usually have no reason to regular check updates like this because its something extra that would require them to take their own time to actually look at. The agent centers pretty much want the agents on the phone to produce better numbers so that they make there quota and or make bonuses. I have seen problems that have taken a month or two before they actually get a response posted to these knowledge database or alerts. Before a company response is posted I'm sure most agents are supposed to either say their is problem getting corrected or that there isn't a problem at all.

 

The sales agents don't really need to know... I don't blame them at all.

What needs to happen is once a problem is identified, it should be quickly corrected in the ordering system software to prevent future orders from having the same mistake. At the same time, all existing orders with the problem should be identified and changed to correct the problem.

Letting the problem remain uncorrected in existing orders and letting the problem continue to infect future orders for weeks is inexcusable.

 

I too ordered from Canada on 9/12 with a ship date of 9/29. The order languished in production for ages. A few calls resulted in a few different interpretations of what was going on: lack of parts, staff asleep, various things held up.... the usual un-explanations. Then an email yesterday saying there has been a delay and if I don't hear that it's shipped within 5 business days then I'll get another email. I can hardly wait. I guess this means that if it hasn't shipped, then it will ship eventually. I was tempted to cancel just cause I was pissed. That never works. Oh, my order said Adobe 8.1. Is ANYONE getting their mini...or is this a system wide delay?

 

UN F'IN BELIEVABLE!!! MY ORDER WAS CANCELLED AGAIN!!!!!!!!!




I just got a call that my order was input incorrectly the second time around. They cancelled it again already and are having to put it in again.

this time it had nothing to do with Acrobat. the sales person put the items in the order the wrong way or some stupid answer like that. I am so freakin' pissed at this company right now.

I guess they realized how bad they screwed up, I got transfered directly over to someone in Austin. She is working on getting this taken care of.

just unbelievable.