x17 R1, Nightmare

Question

If your thinking of getting an x17 R1, allow me to share the absolute nightmare I’m dealing with…hope and pray this doesn’t happen to you.   Forgive the length of this post, but I feel it’s important sharing this experience.    And no, this actually has nothing to do with the chip shortage, but rather Dell’s inability to handle customer service at all.   I finally got an email that my build was complete after waiting almost two months. This was last week Thursday 7/28.  I then received another email also on Thursday 7/28 that  it shipped and a FedEx tracking number was attached to the email.  Great, I thought.  All last weekend there was no movement on the order, in fact it was just stuck on 'Label Created'. Ok, I thought, I guess they’ll get it on Monday 8/2 (today).    Today 8/2 I received another email from Dell that my order has been delayed, again.  This time until August 13. Mind you, it already 'Shipped' last week. So I login to my Dell account and click on the order info, and now a message pops up on my order stating that I must accept the delay, or by 8/5 they will cancel my order automatically. Seriously?!   I end up calling Dell’s Order Support department and after being hung up on three times, I finally asked for a manager. The Manager looks into the order and says 'we don’t know where your orders at, but I’ll follow up with you'. Seriously if I had a dime every time Dell’s CS reps have told me this I’d have enough to pay for this $4200 nightmare, since they NEVER follow up or email/call me. His answer is to go ahead and have me click on the message in my Order page and 'Approve the delay' so my order won’t be cancelled. So I go back to my order page and submit the form it’s making me complete. Now it shows a 'Return has been initiated'.  I inform him of my order now displaying this, concerning me that now my order is being returned.  The manager sounded confused and had no answer for me, just that he’ll 'follow up', yeah right.  As of writing this, my x17 R1 is essentially in no-where-land.  Emails/Calls and so called 'follow ups' never get returned.  Long story short, it seems that Dell has no earthly idea where this laptop is, and honestly at this point I don't think I'm going to get it anytime soon, if at all. It’s a terrible feeling when I now have a $4200 bill on my CC and absolutely nothing to show for it.

xir8 · Accepted Answer

So I did eventually get it thankfully. Looks like it got stuck in customs for a week in Chicago from the manufacturer in China.

@Dell-Sahana R please push feedback to your folks in Logistics/Customs, this is happening to a lot of folks on here.

Dell-Sahana R · Answer

Sorry for the overall experience. Please private message us with the order number and registered name on the account. Let me check what best could be done. -Sahana

ejn63 · Answer

Bear in mind that 'shipped' means it left the manufacturer in China.  And given that it's been only two business days, it's likely still in transit. The days of 2- or 3-day international transit from China ended a while ago.  You need to allow at least a week, if not 10-14 business days.

A51-06 · Answer

That’s great! Hopefully you enjoy the laptop and if any issues occur We will be ready to help.

Alienware

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