Now I'm a pretty patient man and fully understand the impact that the combined pandemic and chip shortage has had on logistics, but when I go to the Dell website and see identically configured Aurora R12s being advertised with the claim that it "Ships in 28–36 business days", that makes my blood boil.
Dell rep's PM to my original post:
Hi XXX,
I'm sorry to hear this. The order is still experiencing part shortage and we’re trying to release the order by June 29th, but these dates are estimated only and may push further depending upon fulfilment of the product. Once the order is placed, depending on the availability for parts, logistics, the product progresses in various stages.
My PM response:
Hi XXX, thank you for responding. I understand parts availability has been inconsistent lately, however the issue of continuing to advertise misleading shipping estimates on the website whilst imposing a 5-month delay on an order is the reason I'll be lodging a formal complaint with the ACCC.
I can see today that an R12 with the same components as my order is being advertised as shipping between 27–35 business days, with an additional estimate of 12 business days for delivery. This total duration of 47 business days is vastly different from the 138 business days that is now estimated for my order.
I’m in the same boat as you. My estimated shipping date was similar and mines now been pushed back to November!
I also agree with you regarding advertised shipping times, grossly misleading. I am sure many wouldn’t have ordered if they knew up front it would be 6 months. There have been other pre built companies who I/we could have ordered from in the meantime but as we were expecting them in June, there was no point.
I assume yours is also coming with a 3080. If you look at their site, they are no longer offering them as an option, presumably because of the long delays. Atm you can only choose between 3070 and 3090.
What grinds my gears is not necessarily the delay, which may be out of their control, is the lack of communication and waiting right until the estimated build day to delay it 5 months, after we’ve waited 2 months already…
Yep, I agree. I saw the HP sale too and obviously didnt purchase because already had a pending order with Dell. Its the lack of communication thats the real killer here.
Same as all orders from NZ too. The component 3080 is in stock on US dell site but now removed from Australia and NZ sites.
It feels like bait and switch tactic to charge us for the product, make us wait 2 months for shipping time and then at the time it was supposed to ship, revise the date to another 5 months out. I understand there is component shortage but how do you make this right for the customer as we could have spent our money with another vendor (i.e HP had a sale for similar configuration for the same price). There is no communication or updates from Dell since they took our money.
I'm sorry this happened. We'll be unable to change the experience you've had in the past.But we'll try our best to provide a better service in the future.
If I could get the order information, I can check and assist further.
I ended up cancelling the order and will look at other options instead. It's good that Dell finally removed the option to configure the R12 with the 1080, as that was the part that was really annoying after having an order delayed for 5 months.
What's also pretty disappointing is that the "Forum violations removed" in my original post referred to Australian Consumer Law and the possible violations of Dell's advertising practices under Section 29. Whilst I recognise the mods right to remove content that is obviously misleading, I don't believe referring to the law and the ACCC complaints process in any way constituted "libelous, defamatory or otherwise unlawful material" as per the User Conduct section of this forum's ToU. As most consumers know from experience, sometimes it's only by making note of specific protections under the law that companies will change misleading or unlawful practices.
All the sales in the US in past few days "prime day" have had deals/discounts on PCs with 3080. So instead of fulfilling the orders they had from 2 months ago, it looks like stock was prioritized to other markets to get additional sales....
I can only assume that Dell Australia/NZ is a different "company" to the US one. Still as a global brand, its certainly doesnt leave a good taste as a customer to see them still selling systems with 3080s when existing orders are delayed a further 4 months.
Kindly send us a private message with the order # and name on the order along with the registered email address so that we can check and assist you further.
I contacted Dell Cares via PM here on June 24th to ask if my estimated shipping dates were still realistic as the order status had not changed since my purchase date and it was getting close to shipping date of June 29th. I was told that my estimated shipping date was June 29th and estimated delivery was July 15th.
A day later Dell has emailed me to say my order was now delayed to an estimated delivery of mid August.
I'm not even sure I can put much trust in this new date now given that I only get informed 2 business days prior to my original estimated ship date that its going to be delayed.
Allan_AU
3 Posts
1
June 19th, 2021 20:00
Now I'm a pretty patient man and fully understand the impact that the combined pandemic and chip shortage has had on logistics, but when I go to the Dell website and see identically configured Aurora R12s being advertised with the claim that it "Ships in 28–36 business days", that makes my blood boil.
Dell rep's PM to my original post:
Hi XXX,
I'm sorry to hear this. The order is still experiencing part shortage and we’re trying to release the order by June 29th, but these dates are estimated only and may push further depending upon fulfilment of the product. Once the order is placed, depending on the availability for parts, logistics, the product progresses in various stages.
My PM response:
Hi XXX, thank you for responding. I understand parts availability has been inconsistent lately, however the issue of continuing to advertise misleading shipping estimates on the website whilst imposing a 5-month delay on an order is the reason I'll be lodging a formal complaint with the ACCC.
I can see today that an R12 with the same components as my order is being advertised as shipping between 27–35 business days, with an additional estimate of 12 business days for delivery. This total duration of 47 business days is vastly different from the 138 business days that is now estimated for my order.
Dmcneice
7 Posts
1
June 21st, 2021 14:00
I’m in the same boat as you. My estimated shipping date was similar and mines now been pushed back to November!
I also agree with you regarding advertised shipping times, grossly misleading. I am sure many wouldn’t have ordered if they knew up front it would be 6 months. There have been other pre built companies who I/we could have ordered from in the meantime but as we were expecting them in June, there was no point.
I assume yours is also coming with a 3080. If you look at their site, they are no longer offering them as an option, presumably because of the long delays. Atm you can only choose between 3070 and 3090.
What grinds my gears is not necessarily the delay, which may be out of their control, is the lack of communication and waiting right until the estimated build day to delay it 5 months, after we’ve waited 2 months already…
Dmcneice
7 Posts
1
June 21st, 2021 15:00
Yep, I agree. I saw the HP sale too and obviously didnt purchase because already had a pending order with Dell. Its the lack of communication thats the real killer here.
DELL-Cares
Moderator
•
27.6K Posts
0
June 21st, 2021 15:00
Hi,
I'm very sorry to hear of what has happened. This is not the experience we want our customers to have.
Could you provide the Dell purchase ID #/the order # and the registered owner's name via direct message? I'll have it checked right away.
-Susanna
Blah_NZ
3 Posts
1
June 21st, 2021 15:00
Same as all orders from NZ too. The component 3080 is in stock on US dell site but now removed from Australia and NZ sites.
It feels like bait and switch tactic to charge us for the product, make us wait 2 months for shipping time and then at the time it was supposed to ship, revise the date to another 5 months out. I understand there is component shortage but how do you make this right for the customer as we could have spent our money with another vendor (i.e HP had a sale for similar configuration for the same price). There is no communication or updates from Dell since they took our money.
DELL-Cares
Moderator
•
27.6K Posts
0
June 21st, 2021 17:00
I'm sorry this happened. We'll be unable to change the experience you've had in the past.But we'll try our best to provide a better service in the future.
If I could get the order information, I can check and assist further.
-Susanna
Allan_AU
3 Posts
1
June 21st, 2021 17:00
I ended up cancelling the order and will look at other options instead. It's good that Dell finally removed the option to configure the R12 with the 1080, as that was the part that was really annoying after having an order delayed for 5 months.
What's also pretty disappointing is that the "Forum violations removed" in my original post referred to Australian Consumer Law and the possible violations of Dell's advertising practices under Section 29. Whilst I recognise the mods right to remove content that is obviously misleading, I don't believe referring to the law and the ACCC complaints process in any way constituted "libelous, defamatory or otherwise unlawful material" as per the User Conduct section of this forum's ToU. As most consumers know from experience, sometimes it's only by making note of specific protections under the law that companies will change misleading or unlawful practices.
Blah_NZ
3 Posts
1
June 22nd, 2021 14:00
All the sales in the US in past few days "prime day" have had deals/discounts on PCs with 3080. So instead of fulfilling the orders they had from 2 months ago, it looks like stock was prioritized to other markets to get additional sales....
Dmcneice
7 Posts
1
June 22nd, 2021 16:00
I can only assume that Dell Australia/NZ is a different "company" to the US one. Still as a global brand, its certainly doesnt leave a good taste as a customer to see them still selling systems with 3080s when existing orders are delayed a further 4 months.
DELL-Cares
Moderator
•
27.6K Posts
0
June 22nd, 2021 20:00
We understand how you must feel and regret the inconvenience.
edmundfarq
2 Posts
1
June 23rd, 2021 03:00
Yet another underwhelmed Dell customer here
Order date May 7th 2021
Delivery November 16th 2021
6 months and 9 days...pretty poor effort Dell
DELL-Cares
Moderator
•
27.6K Posts
0
June 23rd, 2021 05:00
Hi,
Kindly send us a private message with the order # and name on the order along with the registered email address so that we can check and assist you further.
Regards,
Nimin
Dez_au
3 Posts
1
June 23rd, 2021 18:00
I have an R12 / RTX3080 (Australian) order too.
Current Status is still on Confirmed and has not changed to In Production.
Order date: May 8
ETA Ship Date: June 29
ETA Arrival Date: July 15
Will my order be shipped on time or will I be informed when my ETA ship date fails to be met that I will be delayed too?
DELL-Cares
Moderator
•
27.6K Posts
0
June 23rd, 2021 18:00
We want to review this.
Please share the details requested previously so that we can review this.
Dez_au
3 Posts
1
June 25th, 2021 20:00
I contacted Dell Cares via PM here on June 24th to ask if my estimated shipping dates were still realistic as the order status had not changed since my purchase date and it was getting close to shipping date of June 29th. I was told that my estimated shipping date was June 29th and estimated delivery was July 15th.
A day later Dell has emailed me to say my order was now delayed to an estimated delivery of mid August.
I'm not even sure I can put much trust in this new date now given that I only get informed 2 business days prior to my original estimated ship date that its going to be delayed.