The OFFICIAL Studio XPS 1645 Intel Core i7 Order Status Thread

Theres a third page where you can check orders status, and that's the "My account" page. On there, the status matches what the automated phone says, and for me its pre-production.

 

After exactly one month of Dell instigated canceled and re-ordered orders, missed ship dates and a complete lack of communication from Dell (unless I was the one calling and getting bounced around from one clueless person I could barely understand to another), I finally came to my senses and cancelled my order.

I've never had an experience with any company, at any time in my life, like I just had with Dell. I would never even have fathomed what outsourcing your entire customer care operation to another culture and continent could be like without experiencing it first hand here. So, at the very least, it was extremely educational. I have a much firmer grasp on the issue when it comes up again somewhere else down the road.

No wonder Dell, the used-to-be perennial #1 is now third in sales and losing so much money each quarter. This most certainly isn't the same company I've used and trusted both in my business and personally for twenty years... this company is Dell in name only.

My sincerest luck to the rest of you who stick it out with this shell of a company. I sincerely and really do hope it turns out good for you. I've simply learned when to let go of my ideals of a used-to-be good company and accept the fact of what it now is in reality.

Asus, here I come. Lets see how you care for your customers.

 

It shows pre-production on the my accounts page too. but in production and work in progress on the others. does it show n/a for shipping date (on my accounts page) for you as well? the 1800 283 2210 number says preproduction like on that page. while the other number 1800 433 9014 number seemed to me match the order status page. This is probably why support is probably so screwed up, theyre just looking at the same thing we we do. As far as i can tell from what people have said, non of these systems seem to report very accurate or keep up to actuall status anyway. Only things that seems reliable is when it says "shipped" out of no where.

It seemed for a bit that people ordered after 11/2 where getting there stuff shipped in like 2 weeks. I have like 4 days or so til 2 weeks mark hits and well see i suppose. if its isnt shipped within the next 7 days can probably assume another back order on gods knows what this time. Thats my thought anyway

 

Must say, this seems to be mainly a North America problem, or an issue with a specific component such as the RGBLed screen...

I ordered mine a week ago last Thursday from dell UK and it arrived 6 days later.

 

The supply issue may indeed be mainly a North America problem... every company that builds to order will go through issues like this. Dell shouldn't be overly bashed when something like this happens with that kind of business model.

What is inexcusable isn't the parts problem: its the customer service problem. As a build to order company, your frontline customer service simply has to be impeccible because you WILL encounter shortages, etc. How you *communicate* and *work with* your customers when these issues arrise *defines* exactly what kind of company you are. In my experience over the past 20 years, Dell had always been nothing but excellent in this regard, for both personal and business acquisitions. I hadn't worked with Dell since 2005, however.

During this episode, I've learned that Dell *doesn't* communicate with their customers anymore.. at all. When problems arise, not only don't they take action themselves, they are relatively clueless and surprisingly dismissive when the customer *contacts them*. Thats... well, I've never experienced such a practice till now.

Its wonderful that your equipment arrived 6 days after you ordered... because otherwise, you'd be experiencing their customer service too. I wouldn't wish that on anyone. I am glad that you haven't had phone conversations like some of us have... yet. I just hope you never, ever have a problem with that equipment and have to make the same kind of calls.

Regardless, I sincerely wish the best to you with your new equipment and hope it serves you well now and in the future.

 

I thought I was doing ok but you've done even better. I ordered mine from Dell UK on the 5th Nov and the status has just updated to shipped today.

I bought a standard machine except for Win 7 Pro upgrade and an ssd drive.

Hopefully it'll arrive soon.

 

Thanks guys... I will stick with 4GB. Mine is still work in progress. EDD is 26th November... Hopefully something will happen about it...

 

With my luck, this will wind up being a mistake or I'll simply get shipped the wrong machine.. but according to their order status line, my order is currently in the boxing stage

FWIW: This is a US purchase with the RGB screen.

 

Well according to wikipedia, all clarksfield only supports 2 modules where as bloomfield goes to 3.

So I'm guessing HP envy uses 8GB slots?

 

i think people have said it has 4 slots. supporting 2 sets of 2 in dual channel. I assume so anyway, you can get desktop mobo's that way.

 

I'm RGBLED also, and just changed to Boxing this AM too! WOO

Regarding component shortages, I'm an engineer for a $200M electronics manufacturing company. Over the past few months, a lot of our lead times for basic electronics, (IC's, sensors, processors etc) have gotten longer. Some parts have even been put on allotment, meaning we can't get as many as we'd like. I was just quoted a 27 week lead time for a touch sensor, almost identical to the ones used as volume controls, etc on laptops.

It seems that with the current state of the economy, parts manufactures have cut down on production to reduce inventory costs. While Dell surely has more pull with vendors than my company, it is possible that the some small part used in a dell buy-out device (wifi module, optical drive etc) is on back order. And that backorder ripples all the way up to the Dell assembly line.

While I’m sure Dell is trying to reduce stocking costs on parts, some of these shortages affect the very beginning of the supply chain line, and end up giving Dell a black eye.

My $0.02

 

I gotta say, you UK guys/gals have done really well.

Did either of you order the RGBLED screen? I

My EDD was 24/11 after I ordered on the 13/11, but then on the 18/11 my delivery got set back to the 2/12, I was so annoyed because I thought i'd get stuck in the trap everyone on here seems to be in. Guess i've just gotta wait and see.
I pushed and pushed my AM for as much info as she could give, and after a couple of emails back and forth between her and the production department she came back saying the RGBLED screen is back ordered, so not just the US having these problems

But thanks to this forum, I plucked up the courage to ask for compensation (cheeky I know!). I quoted that others were getting compensated, and was offered £50 off my order, which is quite a result I thought

 

Yah, I think that's right. SXPS 16: 2 slots, dual-channel while Envy 15: 4 slots, dual-channel.



~Ibrahim~

 

Well I finally threw in the towel.

I originally ordered a stock US-based Studio XPS 16, i7 720, RGBLED, mere 4GB, with $100 Dell GC for $1570 back in October. It was internally cancelled on me twice without any notification.

The latest order had an EDD of 12/4 but has remained stuck and unmoving in PRE-production since 11/10. I had zero confidence it would arrive by that third promised EDD date. This for a system that was I was told was "especially Expedited".

It only took another wasted 45 minutes of my life being bounced around Dell Customer Service phone hell to cancel my order. You know it's bad when you start hearing that stupid "Lollipop, Lollipop" song in your nightmares. An hour of being bounced around each frustrating call was the average.

When I cancelled she did say "I see it's only in PRE-production, so yes, you can cancel. I also see that you have called countless times (it was at most once per week) and 'EVEN' spoke to a manager. (that was last week when I asked if I could cancel)." Perhaps that hurt me? Or perhaps my price was better than Dell wanted to live up to? Who knows.

At least it's off my mind for now.

Meanwhile, for $66 I ordered another 2GB of RAM for my older 2005 Pentium M 1.8GHz machine (vs. today's $300 to go from 4GB to 6GB on Studio XPS). I doubt it will make AVCHD video editing work fluidly on that CPU-limited machine, but perhaps I'll get lucky enough to limp by for now.

The HP Envy really isn’t an equivalent in my book. The Studio XPS does seem like a sweet machine. I'll likely replace the order in six months where I should be able to get 6GB or even 8GB standard along with a cheaper price than last October's.

Wishing good luck for those of you who need yours sooner... it does seem as if some are finally starting to trickle out (unlike mine stuck forever in pre-production).

 

I called this morning and they said they were out of the base unit. They said they were getting more in tomorrow. The phone service still does not provide any information for my order delivery since they delayed it last week. The lady said the phone service is being updated. I was supposed to get a call from a resolution expert last week and that didn't happen.I don't believe anything from these people. I am seriously thinking about canceling. I could order an Envy and it would get here before the 1645. I am not looking forward to being on hold for 45 min.

 

Let's just hope all is well that ends well and everyone dates that are on now are the final ones. I will update you guys with my order supposed to arrive on Thursday!

 

I was told the exact same thing last Friday, but miraculously my order is listed as boxing today. According to this site, boxing doesn't necessarily mean it's actually being boxed, but at the very least, my order seems to be moving forward. As a result, I have hope that those of us with older orders will start seeing results. Good luck!

 

I feel for all of you who have ordered long ago only to be bounced around. I have been there, about 4 years ago with a Dell XPS Desktop.

I have also placed orders with Dell previously that are mysteriously cancelled.

The only reason I go back with them is because once you get your computer, it's a pretty good purchase, and once you are an actual customer and if you have a problem with the computer under warranty, they actually do take pretty good care of you.

Alas, I ordered a Dell XPS 16 last week and it's been in processing for several days.

How long did you guys stay in "processing" just out of curiousity? Thanks!

 

Ordered on: 11/13/09
EDD: 12/9/09

Build: XPS16, i7 720QM, 6GB RAM, RGBLED

Current Order Status:
...on Support: In Production (EDD of 12/9)
...on My Account: Pre-production (EDD of N/A)
...on Order Status: Work in Progress (EDD of N/A)
...via 1-800-433-9014: Currently being processed (EDD of 12/9)
...via 1-800-283-2210 3,2,1,1: Currently has been processed and is in pre-production (EDD of 12/8)

Location: Wisconsin

I got a call from a rep last week telling me how nice the system was, and that there would be a slight delay on a part. I didn't bother asking then, since I didn't know there was a bigger problem (as others share in this thread).

What I find humorous is how many different ways there are to find order status information, and how rarely they all match up.

 

My order is for the standard screen as the RGB was just too expensive. Did you find a deal with the RGB screen or did you have to pay the extra £190 for it?

Well done for getting £50 off yours.

Until today my edd was showing as 12/12 and currently it's just unavailable and the tracking number doesn't work yet. I expect it'll be another week until it lands.

 

jakertberry. i ordered 11/13 and thats exactly what everything says for me too. I didnt get the rgbled and only 4gb of ram.

Have you been calling them? or did they just call you out of no where to say theres a delay? Wonder maybe if that has something to do with your rgbled screen.

To those that see "boxing" stage and "shipped" which number or status page are you looking at to get that information. kind of curious which one seems more reliable.

 

atlstang: My US order is listed as boxing.

-----

1 (800) 433-9014: "Your order is currently being processed."

1 (800) 283-2210: "This order is in production and is currently in the boxing stage."

The order status web page still lists my order as being In Production.

-----

All three still list December 9th as my EDD.

 

I had a code, plus a 5% voucher that brought my order to £1250-ish, which I didnt think was bad, until the other day I checked dmx for the vouchers and found the same spec - apart from the low jack and blue ray for £1099, so add them on and it comes out at £1229 ish before the 5% discount

I was actually tempted to re-order, but didnt want another search put on my credit file after they bungled my 1st order before I came across the i7, and of course I just know if I re-order i'll be one of the ones not seeing it till after xmas.

 

It was a call out of no where. They called me the Monday after I placed my order.

I haven't heard anything from them since, nor have I tried contacting them, other than calling the automated lines or checking online for a status.

 

Got this e-mail today from one of the reps that I was dealing with....

"This is in reference to your order # xxxxx,

Just wanted to let you know that your order is in transit from Malaysia and will be shipping out shortly."

WE SHALL SEE, DELL! WE SHALL SEE.

 

im in the uk, i ordered 17/11/09
im now in "in production" as of this morning.
could someone let me know how long "in production" takes and what is actually happening, because i know it doesnt take them a day to make a laptop
: )
also my edd is 01/12/09, seems faster than most peoples

 

The length of your wait depends on a number Dell draws from a magical hat. Pray for a lucky number!

 

what would cause my order to be late?
i've ordered a totally stock model with the i7 processor, it says itll get here next tuesday but people here are saying i wont see it till christmas :s

 

Unfortunately, "in production" just means that your order has been processed and is at the plant, but by no means does it mean it is close. I've been in production for over 3 weeks, last week they told me they were out of 500GB HD and my order would be done on December 1st (original EDD Nov 19).

I'm wondering if anybody that went to boxing today had 500GB HD.

I ordered on October 14th, and still waiting to get out of production's build stage.

 

Today marks my 60 day anniversary. I am so proud to be an idiot for buying a Dell. I would like to congratulate those who managed to get their laptops...even those who ordered them long after I did, and I challenge anyone to beat my order date.

Original Order Date 9/25/09 EDD 10/26/09
New Order Date 10/22/09 EDD 11/18/09
New Order Date 11/9/09 EDD 12/8/09

Studio XPS 16 Notebook, Intel CoreTM i7-720QM (1.6 - 2.8 GHz 6M/8 threads), 4GB DDR3, 1333MHz 2 Dimm, 15.6 inch Wide Screen 16:9 1080p Full HD WLED LCD, W/2.0 MP, XPS 1645, ATI Mobility RADEON HD 4670 1GB, 500GB 7200RPM Free Fall SensorSeagate Hard Drive, Obsidian Black High Gloss Finish, Microsoft Windows Vista HOME PREM 64-bit Edition, 4X Slot Load Blu-ray Disc (BD) Burner (Writes to DVD/CD/BD), High Definition Audio 2.0 with SRS Premium Sound, Intel WiFi Link 5300 802.11AGN Half Mini Card, 9-cell Battery, Dell Wireless 370 Bluetooth Module (2.1+EDR)

I fully expect this to be cancelled any day now and told that Vista is no longer an option. I'm hinging on buying an ASUS with similar setup and get an external Blu-ray burner. It may end up costing me a little more, but I can use the burner on other machines that way.

 

right so your telling me they might decide they dont want me to have it by 01/12/09 , and revise the delivery date to something like janurary ?

 

I wouldnt worry too much, the delays seem to be due to specific optional parts, if you've chosen the standard model, you may be as lucky as the guy that got his in 6 days

 

thats great to hear, im immensly inpatient and i get very worried trusting my stuff with large/delivery companies
being in the uk, how long did yours take to deliver?

also im brand new to this forum, im very impressed, it seems really active : )

 

I ordered with the 500GB HD

I also ordered on 9/25/09 with an original EDD of 10/26/09 pushed to 11/02 then to 11/09 then to 11/16 before I raised heck on 11/10, got the wireless part number revised and my order redone. The order is now in "boxing" as per the 800-283-2210, 3,2,1,1 number. We'll see if it gets any further than that.

 

I havent had mine yet, but two people on here from the UK have, and they also had almost standard set-up like you. IIRC one took the 6 days, and one less than 2 weeks.

I've ordred the RGBLED screen and blu-ray rom so chances are its gonna take longer, i've been told the screens are already back ordered.

Can I ask what your order total came to?

 

What is the correct wireless part number? Or even the wrong part number so I can compare.

 

Re-Ordered 11/10 - still in pre-production.

RGBLED Screen
i7-820
500GB HD
Bluetooth
New Wireless Part Number

 

The correct number should be 430-0737.

 

Thanks, so at least they ordered the right part.

 

I got my 1645 as a replacement for an E1705 November 11th - the system was very unstable out of the box, so many problems. Now I'm waiting for back ordered motherboard and hard drive parts to be sent out for a repair. No ETA.

 

i got that premade model
i7 processor
4gb ram
hd 4760 1gb
500gb harddrive
black
dvd drive, no bluray

i got it for £996 excluding delivery, i used a 5% of coupon i found on the internet

also, i read about how the courier gives you a call to organise delivery, if you miss this call do they still attempt a delivery?

 

We are in the same boat (except for the CPU) Same reorder date. Same pre-production. My ESD is 12/9

 

Ordered 10/15 w/ EDD of 11/20
Reordered on 11/9 w/ EDD of 12/3

Finally in the boxing stage as of today.

 

dunno about UK, but if you miss it in canada, they leave a paper at your place, telling you to go pick it up from the depot.

 

What was your config? Were you stuck in "pre-production hell"?

 

You are correct.

 

I was told they were out of the base unit; that isn't much of an optional item. I officially canceled my order. The reviews about the power supply on the owners thread along with the fact that they haven't even started to build my laptop was enough. Best of luck to you all. I am leaning toward the ENVY. The process to cancel took five minutes with no re-stocking fee. She didn't try to stop me or offer me any incentives.

 

If mine doesnt go into production by the end of this week, I'm going to cancel my order too and just get an envy. A customer should not have to go through all this hassle.

 

Original EDD 11/16
New EDD 12/14

I called the automated number and it says 'boxing stage' and EDD 12/11 - what to believe? Anyway, 3 weeks to box?

Which is more current - website or phone number

website = in production
phone = boxing stage

_______________________
Intel CoreTM i7-720QM (1.6), 6GB, RGBLED, RADEON HD 4670 1GB 256GB SSD, Blu-ray Disc (BD) Burner etc.
Time to go MAC people...really.

 

the edd i think has been proven to be almost useless. As when things go well ya get it way early.. unless theres a problem then your waiting for ever.. congrats on getting to boxing.. should see it say shipped in a few days one can hope.