Delayed Order, #25

Code of Conduct. DELL-Admin> You totally ignored what I said. IF....you have systems already in backorder because of your "supply chain issues" then you need to update the times on your web site to reflect that BEFORE a customer orders. Period! We've seen plenty of posts on here from customer saying their stuff has been backordered and that they have contacted Dell about it. Which means...Dell KNOWS the stuff is sitting in backorder. Hence...why would you tell a new customer that they can get that SAME piece of equipment in days or a week when you know for FACT that you have stuff sitting in backorder due to parts issues.  You're trying to blame these issues solely on global supply constraints when the fact is you are straight up lying to customers in the pre-order cycle. THAT is the problem. Be honest...tell a customer BEFORE they order that they might not be able to get the equipment for a month. At least then you are being honest about it. Right now people feel as if Dell is straight up lying to get the money and then basically telling customers "you'll get it when we finally have what we need to build it"

Hi,

I understand what you are calling out.

However, when some parts have a lead time, we would have to wait for them to become available for the assembly to commence. Unfortunately, a part shortage is not something we can predict accurately and it would depend on various factors including global supply constraints. We are trying our best to get the order shipped out as soon as possible.

-Susanna

While I get what you are saying....here's the problem with what you're saying. If you KNOW you have a part shortage then you need to reflect what accurate ship times might be on your site BEFORE someone buys stuff. At least twice I went through your site and it quoted I could have something in days or a week so I purchased it. Then it got delayed and delayed and delayed. What you are doing is nothing short of misleading the customers into purchasing and THEN telling them they can't have it within the time frame that your own site quoted. Then there is also the issue with people contacting customer care only to be told false information or that their order was going to be "expediated". That or people flat having their orders canceled by Dell with no prior communication with your customer.

You should know if you have the parts in house to build your systems. If you don't then your supply chain software must be from the dark ages.

Unfortunately, a part shortage is not something we can predict accurately, and it would depend on various factors including global supply constraints. When some parts have a lead time, we would have to wait for them to become available for the assembly to commence.

-Susanna

THANK YOU!!! Someone gets the point I was trying to make. Unlike Dell who either doesn't get the point or is just reading from a script (most likely one).

Agreed 100%!. Every ERP solution in the world conveys about current inventory status. If you are manufacturing a product and X Y Z parts are required to manufacture that product then you would know if you have it in stock or not. Moreover, having backorders already delayed and yet you are still accepting new orders without informing the customers of potential delays and more pathetically giving an actual estimated delivery date is misleading and false information. And DELL is giving these false information knowingly! Thats how we customers feel.
And if you say that you have no way of knowing how many orders are already delayed and if the parts are in stock or not and you cant display those shortages on your website then I am really sorry to say that you are running a business in 2022 mate bring up your game.

I see your post and your order was suppose to be delivered in March and now its almost end of April. Did you got what you ordered or still waiting? because if that is the case then I might cancel

I have already started something here https://www.dell.com/community/Customer-Care/Dell-Orders-This-issue-needs-to-arise-to-dell-and-be-transparent/m-p/8174298#M84446

I completely understand that Dell has no control over what is happening with the parts availability and as a matter of fact as some people already explained, dell is in the middle of customers and manufacturing of the product.

Since what is happening from last month especially in China, it is going to be worst and not only with Dell but also with other brands. If you watch computer stores just for 1 week what they get in stock, you will realize that they are in the same boat (very short in new 2022 equipment, especially high end laptops).

Unfortunately complaining about it will do nothing; yes, maybe Dell needs to apologize that they lost control over the orders by promising wrong dates and that may have been a marketing move not expecting to go wrong but I think now they are trying to fix those issues by changing the estimate delivery dates on their website.

Bottom line, wait because you want this product or cancel and when things get better order at that time. I am sure it is not the end of the world if you don't get this computer tomorrow.  

Interesting.....AnClar...did you delete your post or did Dell just do it?

Well I had spoken to them back in February about why they were still listing dates in the pre-order stage that were straight up false. I was told it would be reviewed. Based on what you guys are saying....obviously that review never happened or was totally ignored. Sad because for years when I served as a Infrastructure Manager or Director of IT...Dell was my go-to. They were the ones I always kept lines of credit with and ordered hundreds of thousands of dollars of equipment from. These days not only do I avoid ordering from them in a business sense...I tend to recommend my peers at other companies do as well. I also don't tend to take any of my personal business to them these days either.

wow... they are fast enough to delete a post which they didnt like yet still no meaningful reply from them. pathetic

We understand the supply chain issues. I also work for a company that has seen the problems. That isn't my point. Never has been.   Code of Conduct. DELL-Admin> They knowingly provided dates in the pre-order stage that they knew could not be met. For an end line customer..you are correct. Not getting it tomorrow isn't the end of the world. For a small business...it costs money. Why? Because if a small business is hiring and they need equipment for those new hires they order based on the dates they are provided and if that equipment will arrive on time to be used by those new employees. If it doesn't...they potentially have a new employee that they are either paying and can't produce or they send the employee home with no pay and risk that employee moving on to other opportunities which also costs them money.

In most instances I have seen tracked on this board...the customers were unaware that the equipment wouldn't ship or arrive on time till the date it was supposed to ship and then they were told it would be delayed a month or in some instances the order was flat canceled with the customer receiving no communication prior to that happening. 

It appears that Dell did. I'm not surprised. This is horrid, and it just proves the points I raised in the censored post. I did nothing to violate board rules. I was just speaking truth...and that now gets censored without warning. They'll probably warn or ban me next. Great way to treat a customer who has spent thousands of dollars.

As expected....no answer on why that one post was deleted.