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294847
Delays...
So i ordered my area-51 on oct 23, prpopsed delivery date of 11/30 ( 5 weeks). delay 1, no email no phone call... it was delayed 1 week 12/7. I called and was given no reason or appology as to why it takes 6 weeks to build a cookie cutter computer. i had no upgraded parts. i only added a monitor and the WoW install. Delay 2 no email, no phone call delayed to 12/14. (happened today) I called and complained, they "expedited my order" and still gave me no reason why it takes 7 weeks to build a computer. I would think that Dell/Alienware would WANT my $2,500, and if it gets delayed again ill take my money to HP/VooDoo. Just had to get that out there.
dysfunkshon
22 Posts
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December 6th, 2009 14:00
yeah, they "expidited" my 6 week old order on monday 12/1/09 and i still have no news of it, but i got the email for the manager of the "sales team" that i ordered it from and he said that He is now my contact that I should speak to at Dell, so hopefully ill be able to get my computer before christmas but Christmas would make it over a 2 month wait.... I ordered WAY before the holiday season.... i just want my computer.
GF17
12 Posts
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December 6th, 2009 15:00
GF17
12 Posts
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December 7th, 2009 17:00
The latest update is that they are simpy backlogged with Christmas orders (no parts they say are on backorder). Of course the traditional "your order is being escalated". Dell is a billion dollar company and they didn't anticipate large orders this time of year and compensate for it with additional staff? That is quite troubling. This would have been the 5th computer we have bought from Dell over the years, and only this time has it been an issue. What has happened to this company? I think this will be the last one unless something changes.
johnnyboy24
91 Posts
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December 7th, 2009 18:00
Thats sounds better, but it doesn't explain why someone else order who had the exact same specs except for the HD was shipped already. Plus to add insult to injury, the exchange happened one day after mine...(order was placed on the 28th, mine the 27th).
Also, I spoke to a rep as well to. He promised to take care of it, and look after it for me.
Agent : "Is there anything else I may assist you with at the present time?"
Me: "i just hope i get it before Christmas"
Agent : "I cannot guarantee it...however, I will try my best to expedite the order and ship it ASAP."
Agent : "I am also going to Own the Case"
Nice agent - I just hope it will ship soon.... :(
primetimex
71 Posts
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December 7th, 2009 18:00
I wouldn't be surprised. Had to call Tech Support to chase up the missing PCI shroud - they need to talk to Customer Care who will order the part (even though they know absolutely ZIP about what a "PCI Shroud" is) - only to be told at 9am on a working day that Customer Care is closed ...
CLOSED??? Come on Dell get your act together - what kind of a Customer Care center is closed on a business work day and only open at 11am ... I wish i can structure my work hours like that!
GDi_house
4 Posts
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December 7th, 2009 19:00
I ordered my Alienware Aurora ALX in early November and you guessed it, delayed until January. January 19th to be exact. You know what's funny though, they sent the monitor. THE MONITOR, without any computer to project on it. Waiting on Dell's support line for 30 minutes led to the answer "I'm sorry the delay is due to the configuration of your computer." People have the same specs as me and have received theirs already. My Christmas present? Gone.
johnnyboy24
91 Posts
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December 8th, 2009 00:00
I don't complain much, if at all. I have a Dell laptop (Lat e6400), with a Dell XPS 730 (which is being exchanged). Plus for my job all I ordered was Dells (not in the position anymore to do ordering). They all came relatively quick, and really had no issues. My last Dell desktop, a T410 was ordered by me to do some testing at home for work. Unfortunately , it be sent back due to incompatibility issues. Never-the-less, the desktop arrived within 1 week (7 days) of ordering it.
I am not sure whats going on, but I think what it boils down to is the fact that the only production center in the US for desktops now is North Carolina, and all the other ones - TN, TX and Miami (for Alienware) - are now closed. Plus NC will close soon too. They used to have ~900 workers in NC, they layed off ~600 in November. So there aren't many left to do the work, especially considering its the holiday season. I feel very sorry for them, and for anyone else that was affected by this. However, for the orders that don't complete by early 2010, I don't know what will happen to them.
GF17
12 Posts
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December 8th, 2009 04:00
I had read that somewhere as well (about the production centers). So let me get this straight:
This is a company whose billions have been made possible by the U.S., whom they then abandon by outsourcing jobs to India and the South Pacific instead of helping the American economy? They not only lay off American workers, but create a residual effect that amounts to the American customers that originally put them where they are today being given the cold shoulder with customer service and production of their systems? I can see now why they can't provide adequate service, they moved it halfway across the planet for bigger and better things than their most loyal customers.
They clearly aren't that interested in customer service for U.S. citizens in general, otherwise they would have representatives you could clearly understand on the phone, actually attempt to resolve your issues instead of giving you a bogus line about "expediting" an order. This is not to belittle the individuals who are doing these jobs now, and I'm sure they are doing their jobs to the best of their ability - the problem is with Dell's decision makers.
It seems to me that it gives customers a bit of confidence in what they are buying when you know the representatives, the product, the manufacturing, etc. are all in your local area/state/country. It isn't the best feeling when you find out you're talking to someone halfway across the planet.
I have been a loyal customer of Dell's for years, and have always been very satisfied with their service, product, speed of fulfilling orders, etc. Every 3-4 years I replace a desktop, I have bought laptops, printers, monitors, etc. Well it was time for a new desktop for work and entertainment, and figured I'd snag it before I had to move. Upon my return to Dell for my computer needs, I found a Dell I no longer knew.
I'm sorry to the overworked people who remain in NC, those who lost jobs due to cheaper wages overseas, and for those who may not get their computers that were intended for Christmas gifts. I hope Dell changes in the near future, otherwise I'll be swapping to the dark side...Macintosh...while not even comparable to a good PC, their customer service is some of the best I have EVER seen. Thank you to those at Dell who genuinely are trying to help those of us frustrated out here.
FalconW7
42 Posts
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December 8th, 2009 05:00
Orded my Alienware Aurora 17th of november in the netherlands. Estimated delivery is 12/10/2009. The package has been picked up by Walsh Western.
Redleg171
7 Posts
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December 8th, 2009 06:00
Well I've seen people on their 4th delays, and as of today I am now on delay #5. I ordered an Aurora on Oct 14th, my 3rd delay put my estimated delivery date at Dec 4th, the 4th delay had it as Dec 11th, and as of today it's delayed a 5th time to Dec 18th. One more delay and I am cancelling my order. I am a patient person normally, but this is just irritating. My Inspiron 1720 laptop has seen better days after having spent a year in Iraq with me, and I really wanted a nice gaming system that looks better than what I've normally ended up building for myself in the past. I understand shortages from suppliers, but enough is enough. This is the last delay I'm willing to deal with.
Here's my order in case anyone is curious to compare to others to see what might be causing delays
Alienware High-Performance Liquid Cooling
*EDIT* Just wanted to add that I just talked to a rep and got the generic response that it's a popular system and the back log should clear up "any day now". We'll see lol. I don't know why I expected to hear anything different, oh well.
txfeinbergs
14 Posts
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December 8th, 2009 12:00
It seems that those of us in the USA are the ones being delayed. I have seen several posts above where people have placed orders in Europe or Australia and not had a problem. So are there any other US people here that placed an order on or after the first of November that have received their system? I am almost tempted to order another system and hope the order goes to one of the other build centers. Whichever computer doesn't arrive first I will cancel.
dysfunkshon
22 Posts
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December 8th, 2009 14:00
So just to let everyone know. im still on the 12/14 delivery date... although i dont see how its going to make it since that is monday and here we are on tuesday12/8. I am on my 3rd expite order now 1 last week, 1 on sunday, and one on yesterday. this is getting rediculious. i just want my computer and i don't see how you can run a milti-m/billion dollar business like this. Dell built their company on PERSONAL computers.... not corprate accounts.... I could get a Gibson Custom Shop LEs Paul for whatim paying for this Gaming Rig, and if it gets delayed again i think I might. I bet I'd have it on time... ( and they are built by hand!)
primetimex
71 Posts
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December 8th, 2009 14:00
Just a note that when I order from Aus here, I have been told to expect a delay of around 4-5 weeks since it s a "brand new" system.
So I'm not sure what has happened when my order was completed 10 days later!
On the other hand, speakers that was supposed to arrive as part of the system order is still "work in progress", my rep has gone MIA and there has been no news!
When I ordered the Alienware, my expectation was that since it is from the USA, then it would be built there MUCH faster than anywhere else!
joec63
19 Posts
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December 8th, 2009 16:00
That wouldn't be a bad purchase....I have a Gibson "Slash" Goldtop....love it. Good Luck!
2xvet
22 Posts
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December 8th, 2009 17:00
Just got word that my order that I placed on 11/5 to ship 12/11 has been put off for missing componets till 12/18. I ordered an AW area-51 alx with 950 3.06 ghz quad core processor, tactx (mouse, keyboard, and earphones), 1.2tb (2x640) in 0 rad, dual ati 5870s, windows 7 64 bit, 6g 1600 ram, sound blaster x-fi audio extreme card, Dual drives- one blue-ray that doesn't write and dvd-rom, and WOW.
I wasn't too surprised by this after reading the posts on this site and the Niche. It's a bite, but what's a week among friends. Hope you all get your systems soonest. Good Luck.