1 Copper

Order Delays

I'd like to think I'm a good Dell customer, in the last year I've purchased 2 desktops a laptop and ordered a 2nd laptop on 3/3. I just received an email that my order is going to be delayed until April, and looking through your online reviews this appears to be a big trend. 

I purchase equipment from you because Dell has been a company that can be depended upon to provide a good product at a decent price in a good time frame, if this is no longer the case then it may be time to go with another provider. 

An explanation of WHY the order has a multi-week delay might be a good place to start, vague excuses with this type of delay are a horrible customer experience. 

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14 Replies
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1 Copper

Re: Order Delays

So after an email conversation and a series of private messages I'd like to leave this update here for the community as this should be posted somewhere and doesn't appear to be.

The Nashvillle Tornado on 3/2 seems to have damaged some portion of the Dell partner facility and is causing delays in shipping and/or order fulfillment from that location. If your order required parts from this facility or had to be fulfilled from this facility you might be facing an extensive delay.

While this makes sense, and is understandable, I'm not entirely sure why this isn't up on a sticky thread somewhere and being told to customers placing orders up front. 

news article for reference: https://www.theverge.com/2020/3/3/21163794/dell-fulfillment-center-nashville-tornado-buildings-damag... 

Seriously guys, in the interest of transparency and good customer service, this should be upfront and center when we're placing orders. Telling me a week after I placed an order that its going to be delayed a month is extremely bad customer service. 

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1 Copper

Re: Order Delays

I have purchased many (too many, if you ask my wife!  ;)) laptops from Dell Outlet, mostly Business Class Precisions.  In past, shipping was accomplished almost immediately and I would receive my computer within a couple days of order.  This time, Dell quoted a delivery date of just over two weeks after order.  I put this down to the tornado that had just occurred.  I understood the issues and was willing to wait.  Today I received an e-mail telling me that they may have sent me an e-mail with an estimated delivery date (they didn’t) and that they were working to identify a new delivery date, which sounds to me like it’ll be even farther in the future. 

What’s worse is that I’m seeing in this category other threads where this sort of problem appears to have already been occurring prior to the tornado hitting. 

I sure hope that my order isn’t delayed until April.  With the Coronavirus hitting as well, it is like everything is conspiring to derail the delivery process.  I agree, more transparency from Dell and status updates would be welcome. 

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Moderator
Moderator

Re: Order Delays

Hi, I read through your concern and absolutely understand the situation. Yes, a small percentage of inventory was damaged and some orders are affected, due to Nashville Tornado. It is unfortunate that your's is one of the affected orders. I sincerely regret this inconvenience. 

I understand that order delays can be disruptive. But, I assure you that, We are committed to our customers, and are doing everything we can to get all orders back on track as soon as possible. We are working with impacted customers to ensure they receive their orders as soon as possible. Customers with disaster-related orders are evaluated for highest priority classification. 

I will closely follow the progress and keep you posted on the updates accordingly. 

-Pratheepan. 

 


DELL-Cares
Social Media Support
#IWork4Dell
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1 Copper

Re: Order Delays

So now when I click on my order it errors out and says that it can't be processed. 

What in the world are you guys doing?

 



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1 Copper

Re: Order Delays

FWIW, mine still shows estimated delivery of 3/20/20, which is one week from now.  The order shows "confirmed" but not "shipped."  I have received no further e-mails since a couple days ago.  

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1 Copper

Re: Order Delays

Hope it stays that way for you, mine was "confirmed" for a week before I received the "delayed" message. 

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Moderator
Moderator

Re: Order Delays

Hi,

 

I understand your call out. We're sorry for the time this is taking. We see that our experts have raised a request to expedite the order. Please be assured that one of us will get back to you as soon as we have an update.

 

-Vanitha


DELL-Cares
Social Media Support
#IWork4Dell
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1 Copper

Re: Order Delays

Well, I just checked my status and it's been updated to an estimated delivery date of 6 April!  Well, at least this gives me plenty of time to reconsider and possibly cancel.  

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1 Copper

Re: Order Delays

I am dealing with a similar time frame and mindset on a Dell Outlet order. My only main issue is not the delay but I have had to consent to multiple delays within the past two days alone. They don't even notify me of the needed consent via email but only give me a 24 hour window before they cancel. If I did not check my order status directly, I most likely would not have known until it was cancelled. My current Estimated Delivery is 3/30 now for an order placed on 3/2. Due to the circumstances, it could be worse.