The OFFICIAL Studio XPS 1645 Intel Core i7 Order Status Thread

Since I have been waiting so dang long, I have been searching for a good replacement (that comes to a decent price like I got when I first ordered my SXPS 16 before they jacked up the prices). I was am also very hell bent to getting the RGB screen ever since I saw the first versions come out. It's unbeatable (especially when calibrated properly).

Anyways, I while on a trip this weekend, I was able to see the HP Envy 15 and I must say, the screen is surprisingly good! It's the best I've seen (other than the RGB of course). I'd put it just a tad ahead of the great Sony screens. HP say's it is rated at 310 NITS and the viewing angles are extremely good...which is a must since the screen doesn't open more than 117 degrees.

So don't feel too bound by that screen. The only reason why I am still hesitant is because I would have to spend another $400 over what I paid for on my Dell to get a comparably configured HP.

 

My order was put in on the 3rd of November. If people who ordered on the 2nd are getting theirs, mine should surely be almost complete. I hope the backorder is resolved soon.

 

Model info: Obsidian Black / XPS 1645


Orig Order Date: 09/25/09
Estimated Ship Date: 11/05/09
Estimated Arrival Date:
Revised EDD: 11/10/09

Order Status: cancelled
New Order Date: 11/06/09
Estimated Ship Date: unknown

My Location: Yokohama, Japan

 

Model info: Artic White / XPS 1645


Orig Order Date:26 Sept
Estimated Ship Date:26 Oct
Estimated Arrival Date:
Revised EDD: many times

Order Status: cancelled on 6 Nov
New Order Date: in progress - try to have free upgrade
Estimated Ship Date: unknown

My Location: Canada

 

Well it looks like my order that was placed on 10-16 with EDD of 11-12 bumped to 11-19 was cancelled today and replaced with an order with no EDD or ESD. The new order also doesn't have my dell travel mouse. Looks like I will be calling someone tomorrow!

 

Well my order got canceled/delayed, delayed until DECEMBER 9th. Completely unacceptable, so I called in and canceled my order and got my money back. It was pretty easy, I went to Dell chat after the phone computer couldn’t recognize what I was saying lol The Dell Rep gave me the phone number and extension to the cancelation crew. Had trouble understanding them but I got it all canceled out and got full refund. They offered me $125 off not to cancel, but I said no.

Dang, all that time wasted waiting for a good notebook. I guess I’ll have to go with the Sager NP8690. My only fear of that notebook is its crappy screen (Color bit and depth abilities) I may just get another desktop after all…..again >.<

 

Not at all, they didn't even send me an e-mail. Don't worry though, if you ordered a day after me, you should be getting changed pretty soon and moved asap to the production line.

I'm a little bit disappointed because I took my time with the laptop, I needed it before the 13th, and I ordered a month before. Next time, with dell, it's going to be 2 months. Just to be sure.

 

Even though it says december, it shouldn't even take 2 weeks to assemble it again :S. Some people were the same as you, order cancelled and then a week later had their laptops.

 

Anybody know what this means?
Order Date--11/6/2009
Order Status--Work in Progress
Estimated Ship Date--1/1/0001

This is from Dell's Purchase ID track screen. It shows my accessories shipped (which I received yesterday) and my XPS 16 as "Work in Progress". Does that mean it is in the build stage? If so, then what does the Ship date of 1/1/0001 mean? I called Dell and they said it is still scheduled to ship at the beginning of December. The rep didn't know what "Work in Progress" was nor could he see that status on his screens.

 

It means their Order status page is buggy.

 

I've found the phone system is more reliable than the online one:

800-283-2210 and options 3,2,1,1

"work in progress" seems to correlate to pre-production.

 

Order Date: 10/5/2009
Original EDD: 10/28/2009
Revised EDD: 11/4/2009

Order Cancelled/Replaced: 11/4/2009
New EDD: 11/30

I was optimistic that I'd get the laptop shortly since people who ordered two days before me (I mean 11/2, not 10/3....but I'm not bitter, really) are in boxing or shipping. And then someone mentioned parts being backordered. Normally I wouldn't mind waiting a while but my laptop broke over the weekend, and now I'm using a temporary laptop which belongs to someone else. I have to use a laptop for school (online assignments, programming, blah blah), so I'd like one that has a modern processor. Though I did salvage the 2 GB of ram in my other laptop and put it in this one (512mb just won't do).

 

Well those are the lucky ones, there are quite a few of us unlucky ones, my info is on the first page of this thread. But my original order was 10/02/2009, the order was canceled (due to wifi) and a new one placed on 11/03/2009, it's been over a week, and it's a week and a half over my original EDD and still just "In Production".

I've never called in yet, don't want to waste my time on the phone with them and don't want it to get more screwed up.

Yeah by the order of these placed I should have mine too... Also don't have a laptop and haven't for 2 months now as I sold mine to my brother so he'd have a laptop for school. And I need one for work, it wasn't so urgent at the time but I did need it before Thanksgiving week, and with an EDD of 11/30/09... Don't know if that will happen. Plus I'll be out of town for that week, and if it goes back to Dell or something stupid... I wouldn't be too happy.

 

Hi all,

After hearing over and over the wifi part caused the issue and people were having orders cancelled and reordered. I decided to be proactive and call dell yesterday (11/10) about my order (placed 10/21, EDD 11/17). In the morning they said everything was fine, all teh parts were in and it was 'in production' and the estimated delivery date is still on track.

I became more worried in the afternoon and decided to ask someone specifically about that part number. Ofcourse there are so many techs, for so many machine types, no one you get will know anything specific enough about the issue. After the run around many times back and forth i found out i have a second order (placed 11/9, EDD 12/8!!!) which i was not notified of, but was also told the first one is in good status and still has EDD of 11/17 (with the bad part number). More run around got a helpful guy, took charge, made me feel like a person who just spend $3k on a computer with their company. Finally ended with him getting some rushes on the second one. Also stated i am technically set to recieve two computers, although i question if the bad part one would make it out. I also found out who placed the second order and went up the chain from there. Wrote a very unhappy email, and included thoughs just as questioning if this is "Fraudulent".

For my records i kept a log of what happened. Feel free to read and know all you others arent alone, and I am sure some are worse off than me. My format is probably confusing but the Time at the begining of the line is when i was directed to a rep (if there is a second time, its when they answered IE 3:06-3:08 was two minutes of hold time):

3:04 Called Order Status (Automated Line)
3:06-3:08 Transfer to Customer Service
3:09:3:10 Transfer to Sales
3:14-3:15 Customer Service
3:18 Transfer to Sales
3:22 Transfer To Order Modifications
3:27-3:29 Transfer To Notifications
3:29 Disconnect

3:29 Call Notifications
3:30-3:32 Transfer to Order Modifications
3:33 Transfer to Order Modifications (??? where was I???)
Guy answered took my order id, and said "let me get someone who can help you", without me even stating a question
3:35-3:37 (asked department, said CS)
3:39-3:40 Transfered to order Modifications
Was told I have another order in 'Order Processing' EDD 12/8!?!?! But the first order should still be delivered on 11/17?!?!?
3:44 told to call notifications, they cant transfer me to Notifications (

Call My sales rep, went to voicemail

3:46 Called Notifications
3:49-3:51 Transfer to Customer Care
3:52 Transfer to "someone who can help you" Customer Service
3:54-3:56 Hold to check who placed second order
3:56-3:59 Transfer To Order Modifications
This guy was very helpful. Finally got enough information to know exactly what i was looking for. told him i need the answer to 3 questsions.
1) WHO placed an order on my behalf (was told XXX, no reason stated, no extension available)
2) WHY does dell or a rep feel they can place an order on my behalf withouth contacting me (was told not dell policy)
3) WHEN will i get my 1645 (still unknown, need a few hours to put the rush in, should know this morning)
4:19 Transfer to XXX Manager (busy)

4:46 Called XXX Manager
Voicemail state if the call was for order issues he cant handle it, and listed two emails of people who could. Makes me wonder if he never answers the phone, so everyone gets that message.

5:15 Sent email to XXX, XXX Manager, and the two people the manager specified. Very long, specifically questioned if this was "Fraudulent"

5:42 Recieved Email Stating I have a verified point of contact (with a direct line) who will figure out whats going on and get me my computer.

 

The main reason I didn't go for the Envy is price. I'm paying AT LEAST $400-500 more for a similar configuration.

 

I ordered 11/5/2009 (thurs) one EDD page says 1/1/0001 and another 12/4/2009. (Depending if you click on Order Number, or Purchase ID)

Mine said "Work In Progress" on Friday and over the weekend, then changed to In Production on Monday.

 

I was hoping that meant it would be shipping early, but I guess it is just a screw up.

Thanks, at least I know my order isn't messed up.

 

Wow, I called that and entered my order # and it says that it was shipped Nov. 1, 1999. My exchange was made Nov. 6, 2009.

What'so weird is that my "purchase date" is Nov. 5, 2009 and "ship date" is Nov. 6, 2009. But it's still In Production.

 

So I ordered on November 6th at around 9PM local time (USA).

If I go to "My Account" on Dell.com it states: Pre Production

If I click on the Dell Purchase ID it states: Work in Progress

If I click on the Order Number it states: In Production

If I call 1-800-433-9014 it states: Currently being processed

I recognize it has just been a few days and I am not expecting this guy for a few weeks.

I just thought I would comment on the lack of consistency.

Okay ... I feel better now

 

They have problem of consistency everywhere in the order process
Problems in descriptions of product
Problems in SKU of products
Problems in their automated order status line
Problems in their order status page
Problems in their order modification (it's just nonsense that reps do not have a "Modify" button for a given order before it is even being built. I know it's more complicated than just having a "Modify" button...but, comon, who cares, I'm not the one who is selling computer here )
Problems of consistency between departments (people are given billion of different reasons for the same issue)
Problems in their communications with customers (not even a single e-mail sent to those who had their order cancelled / reordered)

What else ?

 

I think evveryone is going to start getting their ordered XPS 1645 real soon. Mine as a replacement machine for an E1705 under warranty was ordered on the 3rd, and it shipped today. Here's my specifications and part numbers:

 

What was your EDD ?

 

Oh, no EDD was ever "set." As it was ordered Tuesday November 3rd, I didn't hear about the expected ship date until November 6th that they expected it to ship Monday the November 9th. It slipped to today due to back ordered parts. I have overnight shipping on mine per the warranty agreement so I will have it tomorrow!

 

Ok ! Great for you then ! My new order has been made on 11/4 (first order was on 10/1...) so I hope my order status will change before the week end.

 

What exactly does "Shipping date" mean? My shipping date is Nov. 6/09 but it's In Production.

 

Well ... it was killing me that I did not have a BluRay drive. I originally ordered it with just the DVD reader/burner.

With that being said I have a laptop with a DVD drive ... that I have NEVER used for DVDs, but I have had some install disks be in a DVD format.

My fear was 3 years down the road install disks would be in Blu format, so I ponied up the $150 and had them modify my order with the BluRay reader.

Of course they had to cancel and reorder. The fact that I only ordered 5 days ago did not make it too much of a big deal.

They gave me the same price as before plus the $150, so I was happy. I also got a $25 Dell Promo Gift card thrown in ... may use that to purchase another laptop bag. So ... I kind of ended up with a better deal. My EDD only got pushed out 3 days ...

See my sig for details ...

 

Estimated shipping date? The date that it would be shipped.

 

So here is what seems likes happened to the majority of us.

Initial 1645 orders (all orders before some day between 10/22 and 10/25) has the wrong WiFi part (incompatible with i7 i guess) That bad part number is 430-2955. The correct part is 430-0737.

They werent allowed to offically test built systems until Win7 was released (although tehy could take orders, and not consider them pre-orders since the hardware could be assembled). Once they started testing they found the issue. Now your order is in line with many other models, so for simplicity sake lets just say ever 10th is the 1645. When they get to this order, they either recognize the issue and immediately cancel and reorder for you or they build the system and it fails in testing (thus adding more delay and being closer to your ESD/EDD), and they cancel and reorder for you.

From what i can tell, your new order is at the back of the line, as if your first order did not matter. If you call and complain then they will usually get it moved up. So if you were 150th in line, and someone was 200th in line, but was placed after the part was correct on the site (10/22-10/25) Then you should get bumped behind them, as your reorder will be a after their original order.

~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
So MY status is still messed up.

So i have an EDD of tomorrow, and Dell told me they were waiting on one part which would arrive today, and then it would be shipping. I guess mine doesnt have to go through 'Boxing'? This is my original order with the supposed bad part number. No one could determine why the second order was placed, so they cancelled it. Then 2 hours later i got an email telling me the second order was created and the first order was cancelled. Now this email came 48 hours after it really happened and the first order status is still not cancelled, as well as email is so far behind it doesnt know the order its telling me was created has already been cancelled.

Who knows if anyone there knows anything about whats going on there. I guess eventually they will have to send it to me, but i am not waiting until december.

 

So according to Dell, my 1645 in my signature is going to be shipped the day after it was ordered, and it is taking 4 business days to get it to Montreal, Canada?

 

Last time I ordered from Dell (few months ago) they shipped to Montreal in 3 days.

 

what? people are getting these machines as replacements BEFORE us who ordered in Sept and Oct. What the hell is wrong with Dell? this will be the last Dell I'll ever buy.

 

MidtownHD, I'm really pissed too...There's a bunch of guys who made their FIRST order at the beginning of november and are getting their laptop shipped. Lucky them ! But this is really really really more that annoying for the rest of us who ordered more than a month ago...
I don't want to be the first to receive the laptop, I just want to receive my laptop ordered more than a month ago before the guy who ordered yesterday.

 

It's not as simple as "he just got this replacement ordered in November" I've been working with Dell on repairing/replacing my computer for months, and with several mistakes everything they have been doing now is automatically expedited. The representative I've been working with contacts me everyday with updates on everything and he's on top of everything for me. Maybe you guys should contact "unresolved issues" and get into the habit of replying and emailing daily with questions and asking for updates. If you have a representative it shouldn't take long. Somehow you guys haven't made it through to the right people it sounds like to me and they aren't taking care of your issue. Try contacting technical support even and tell them they're not doing their job and they will get right on it ASAP. They did for me.

 

Yep I ordered on 10/4 and called a week ago to have that bad wi-fi card corrected. I am still waiting on my shipment to be changed let alone ship. I am not happy at all on how they have handled this.

 

I can see your situation receiving priority and I'm glad they did...it shows that they can understand that concept to some extent. But like MidtownHD and Kirikou974 said, there has already been more than one person that has received their SXPS (or it's boxing/shipping) even though they ordered it a couple weeks ago. One of them posted the parts he ordered and there doesn't seem to be any different part on our orders that would delay ours and not his. Hence our growing unhappiness...

 

Ordered mine on 10/15
Had to call to remake my order due to the wifi problem 11/9
Still in pre-production 11/11

 

So I ordered 10/5, EDD 11/6, delayed on 11/3 to 11/13, then cancelled on 11/9 and resubmitted by Dell with correct WiFi no, Windows 7 instead of Vista, and Next Day instead of 3-5 day shipping, revised EDD 12/8, and currently still "work in progress" 11/11.

Was going to just take it as is but after reading everyone else's posts, decided to call up Dell and try to get some compensation. After a disconnection and lots of holding, I spoke to a Customer Service Rep who offered me $100 off as compensation. So, moral is, make sure you try to get something for your troubles, friends.

 

Ordered mine on Oct 28 and I had the new WiFi card.
EDD is 19 Nov, so it should ship on the 18th.
I am "In Production" on the website and still "Build Stage" on the tele.
I have been without a laptop for three weeks since my piece of .... HP Pavilion's screen died.

 

what should I do?
people who got this mess straightened out, please help me.
like phone numbers w/ extension or reps' names...

 

Just get on the chat with tech su- get in contact with customer care and give them a mouth full. It should go something like this:

"Yes, I ordered a Dell Studio XPS 1645 and the order was delayed for more than xx"
"I want my ordered fixed, there are people getting their laptop before me who haven't been waiting as long"
"I've talked to xxx and xxx and it was never fixed or they never called me back .. etc etc"
"Please fix my order or find out what's going on and when I will receive it"
If you must, ask to talk to someone about getting the issue escalated, and if you've been with Dell for awhile, don't forget to remind them of what a good customer you've been.

 

My order was basically the same except my status now says "Order Processing"???

Anyone know what this means exactly? The website says time to process payment but there is always another meaning with Dell...

Thanks

 

As of this evening, my order has been canceled and remade finally. After a second complaint sent to [email protected] a rep who speaks english as his first language contacted me and canceled my old(third) order that I had and remade it again. He was only able to get me a very nominal compensation that I dont honestly think was enough for all my hassle, however it was enough to break me even on the complete care, and the new builds come with X-fi and bluetooth standard.

New Order placed 11/11/09
New Order EDD: 12/7/09
Status: In Production >.>

i7-720QM
4GB DDR3
16" RGBLED LCD
ATI 4670 1GB
500GB HDD
Win7 x64 Home Premium
Obsidian Black w/ Leather
8x DVD +/-RW Slot Load
Creative X-Fi
Intel WiFi Link 5300 [430-0737]
9 Cell Battery
2yr Complete Care
Bluetooth

No Tax, No shipping charges
Grand Total: 1231.54

 

They told me it meant that they were waiting for confirmation with my credit card company that funds were (still) ok. Anyway, mine changed to "work in progress" after a day or so.

 

Wow ... that is an awesome deal. Add $500 (+-) and that is what I paid for, but I did get BluRay ($150), but I only have 1 year warranty and 250GB drive.

Oh, I guess I did pay for office too ($100) ... so maybe I did not get as raked as I thought I did ...

See my sig for details ...

 

Well i placed my initial order on 10/2/09 during a good promo and before they jacked the price up on them.

This is my 4th order. They messed up the other three.

 

Well I still have an order with a bad part number, no one could tell me why a second order was created (first one was never cancelled). Dell tells me 1645 base is on backorder and is waiting for it to come in. To 'complete' my build. I have to question if the base isnt there, what part of the build have they done?

TO EVERYONE STILL HAVING ISSUES
**** READ THIS ***
Since i still have the bad part number and a december EDD. I am cancelling my order and resubmitting it myself.

EXTRA BENEFITS/SAVINGS FOR EVERYONE !!!
First, they are running a deal on the 1645 now, $354 discount (but requires a 2 yr warranty) ($199 upgrade from the main 1645 most of us ordered). If you didnt already have it, then you 'only' get a savings of $155. Second, if you get 8GB of DDR3 1333, you get another $100 discount. For some reason, i get free next day shipping, but my rep also said if i didnt select it, they would change it.

Third, I did not know about Bing Cash Back (now at 5%) when i made my orignal purchase. So i can get that now, for my configuration would be $125 if i understand the program.

if you already had 2yr warranty or up and 8GB and did not use Bing Cash Back, you could be looking at a savings of up to $600!!!

Now since i have finally got a rep to be my single point of contact, they are going to get it going faster, so I will probably get it before december. I will keep you guys posted on my status and how this is working out for me.

 

Forgot to mention the $354 discount requires min 6GB DDR3. Standard +$300 to make it 8GB, but you get $100 savings for that.

To get to the discount from bing CB:
bing 'dell'
choose cash back link by the sponsored dell
Confirm/Enter your email
Choose shop dell home
The second to last black tabs at the top, perfomance deals or something.
Then the 1645 is the one on the right (oranger header about it being a great computer)

 

Too rich for my blood ...

 

Just to bring my contribution :

After a lot of cancellations and reordering (about 3 or 4) and approximately 350min on the phone with incomprehensibles indian interlocutors (my whole cell plan), a sale representative has ordered for me a new order with a discount of 200$.

So, here is my order :

Order Date: 11/2/2009
Order Status:In Production
EDD:12/15/2009
Revised EDD:12/10/2009
New EDD: 12/4/2009

But the SR send me these emails about the EDD :

----

----

The system's configuration is :

Location: San Francisco

I guess now I have to be patient and wait wisely

 

How do you check what "stage" your order is in? On my Dell.ca account all I see is In Production.