XPS 8950 ordered Nov. 30

Question

I ordered an XPS 8950 on November 30th. It clearly said 'get it by December 21st' if I chose expedited shipping. The expedited shipping was almost $50, but I figured it was worth it. Last week customer service said my order was in production 2 times. Here are the emails: US_CSMB_Customer_Care  Fri 12/10/2021 10:31 AM To:  You We’re always there for you! Service Request Number 1########## Dear K####, Thank you for contacting Dell Customer Care. I hope you are doing good. I understand from your email that you would like to know Order status of your recent Dell Order number #########. I would like to inform you that the order is in production stage due to parts shortage and the estimated ship date is before or on Dec 20, 2021, and the estimated delivery date is before or on Dec 21, 2021. I have also raised a Expedite request to our manufacturing team to speed up the process so that it would ship at it Is earliest. We assure you that we are attempting our best to ship your order on or before the current estimated ship date. At Dell, we take pride in our service so please let us know if you have any other questions. Simply reply to this email and we will be glad to assist you.   Thank you for choosing Dell. We appreciate your business. Rahul Reddy Dell | Customer Care ----Here is the second email after I inquired to make sure that it was in production.: US_CSMB_Customer_Care  Fri 12/10/2021 1:40 PM To:  You We’re always there for you! Service Request Number 1######### Dear K####, Thank you for your response. I would like to inform you that order is in production stage and and the estimated delivery date is before or on Dec 21, 2021. I also raised a expedite request to our manufacture team to speed up the process. We assure you that we are attempting our best to ship your order before estimated ship date. At Dell, we take pride in our service so please let us know if you have any other questions. Simply reply to this email and we will be glad to assist you.   Thank you for choosing Dell. We appreciate your business. Rahul ReddyDell | Customer Care ---Here is the email from today December 14 2021 after I asked why my order status page does not show my order in production.: US_CSMB_Customer_Care  Tue 12/14/2021 12:39 AM To:  You We’re always there for you! Service Request Number 1#########  Dear Keith Rasmussen, Thank you for your response. I am sorry for the miscommunication.  As per our records I see that, your order is in pre production and estimated to be shipped on 12/20/2021 and estimated to be delivered on 12/21/2021. We apologize for the inconvenience caused to you.  We have already raised a request with our internal team to get the order expedited and we will try our best to get the order delivered to you as soon as possible. You can also keep a check on the status of your order at www. dell.com############.   If you have any further questions, simply reply to this email and we will be glad to assist you.   Thank you for choosing Dell. We appreciate your business. Saranya AthaluriDell | Customer Care So now that I paid for the expensive shipping I doubt I will get my computer by December 21 2021. Somehow it went from 'in production' back to 'pre-production'. I doubt that the person this is for will be opening this gift on Christmas. I ordered this computer the first day it was on sale on the U.S. site. So Dell didn't even have enough parts to fulfill the first day of orders?? I will wait because I think the XPS 8950 will be a great computer but this is sure frustrating. I have screen shots of the product page clearly stating 'get your order by December 21st' when expedited shipping is used. If my order is not shipped on Dec 20 2021 I would like the expedited shipping cost to be discounted. If I do not receive my order by Christmas is there going to be a product discount?

kras1 · Accepted Answer

My order shipped today December 21, 2021. So after all the misinformation and the delay notice, it shipped 1 day late. Not bad. I still think CS needs better information to relay to the customer. I believe this is more of a 'overall' issue than it is a CS issue. I'm pretty sure CS works with what they have and unfortunately, have to suffer the customers wrath when in fact, they have not been provided with accurate info themselves. I am happy that my order has shipped and I sincerely apologize to the CS personnel that have tried to provide me with accurate information.

kras1 · Answer

Dell just confirmed that there is a 'parts shortage'. In my eyes this confirms that dell was falsely advertising as they did not even have enough parts to fulfill the orders of the XPS 8950 from the first day that it went on sale.

kras1 · Answer

Delay is supposedly caused by DVD optical drive. They have no date when they will receive more stock.

kras1 · Answer

Order has entered production.

kras1 · Answer

My order status page says 'in production' but customer service said it is still in 'pre production' due to part shortage. Optical drives are indeed getting dated but I still want one. It is nice to have when I actually need it.....even if it is only once a year....if that. The power supply, cooling, chipset and 12th gen processor should all be amazing. To me the 12th gen Intel chips are the beginning of a new era and not just a mediocre yearly upgrade.

mixmkr · Answer

I order within hours of the 8950 being announced available and have yet to even "enter production" Live chat says I'm in "pre production". That's kinda a "duh"....isn't it?

Yes...super anxious to replace an much older Dell and the 8950 sounds like a powerhouse.

mixmkr · Answer

What's odd is with the upgraded case you couldn't choose NOT to get the optical drive. The upgraded case to me, meant power supply, better cooling, etc. The built in optical drive is getting a bit dated, especially if you have an external.

mixmkr · Answer

so I guess waiting on optical drives from China?  That could be a wait...but I'm going to believe not and be optimistic

kras1 · Answer

If the optical drives are actually the hold up. It could be the customer service person just picked a random item and listed that as the hold up. Its hard to decipher whats what when the customer care people seem to have a disconnect between them and the factory/supply departments.

kras1 · Answer

As of 3:30 PM PST, December 20 2021, My order has not shipped.

kras1 · Answer

Order DELAYED until January 5 2021.

DELL-Cares · Answer

I did check the order & see that it is yet to move into production due to the part shortage that was present.

Now as the parts are recovered it might take a day or two for the order to resume production.

If the order resumes production in a day or two, it will be shipped out by the 4th.

-Anita

kras1 · Answer

What on earth is going on at Dell? My order status page says my pc entered production on the 18th of December, yet you say it has not. Your message in this thread says that it should be shipped by January 4 2021, yet the PM you sent me says it will be shipped by Dec. 29. I would just like straight forward answers so I know what is going on. Do you have any idea how tough it is to plan ahead so I can be home to receive delivery when all I get is conflicting information?

DELL-Cares · Answer

The order is yet to move into production. It is yet to resume production after the recovery of the parts shortage.

The dates that you are seeing on the site are yet to get updated. 29th was the estimated delivery date if the order had entered production & was not affected by any part shortages causing the initial delay.

As of now the revised ship to date is of the 4th.

-Anita

DELL-Cares · Answer

We share the details that are updated on the tools which is much more accurate as compared to the information that is on the site as it is directly updated from the warehouse status.

Customer Care

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