n2speed125
1 Nickel

Re: XPS 9000 and XPS 8000 delivery delay issues

I ordered my XPS 8000 on Nov.19 and received my first delay email 5 days before the original delivery date.. 2nd delay was exactly a week later on the 10 and I am expecting my next delay email to hit my mailbox on the 17th.. As it stands now, my order status still says in production with a delivery date of 12/22.. I talked to customer support and was upgraded to 2nd business day shipping (they don't know why or when or if I will ever get my computer, but as soon as they decide I am worthy, I will have it in 2 days), and was told that the computer will ship by the 16th (I'm not holding my breath).. I am filing a complaint with the BBB as soon as the delay email hits my mailbox on the 17th.. I can order a custom car and have it quicker than Dell can provide me with a "home computer"?  That's pretty pathetic.. This was going to be my 4th Dell but now it looks like it's going to be my first HP.. Thank for nothing DELL..

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rajelus
1 Nickel

Re: XPS 9000 and XPS 8000 delivery delay issues

First delay was day before my delivery date.  All delays followed the same pattern.  Essentially their computer seems to automatically extend your delivery by seven days each time.

I called customer service multiple times (each time waiting for roughly 1 hour).  I finally talked to a manager who upgraded my shipping from 2 to 1 day and said he would send an email to expedite (who knows if that is true).  I ordered mine Nov 13. and here I am.

 

Merry Christmas.

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jisenhour
1 Copper

Re: XPS 9000 and XPS 8000 delivery delay issues

FYI after canceling my xps 9000 order after it was delayed from a 12/17 delivery date to 1/13 I went to HP's site and ordered an equivalent box for just about the same money and a delivery date at around the 31st.  I didn't know it when I first ordered the 9000 but a quick web search indicates that Dells been doing this same thing for years.  This is not new behavior for them.

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Siobhra
2 Iron

Re: XPS 9000 and XPS 8000 delivery delay issues

UPDATE...

Well, I wanted to be sure I exhausted every possible way of getting some satisfaction from Dell before proceeding with filing formal complaints with the FTC and the BBB.  I found the number for Dell Enterprise Support and called that.  I actually spoke to a native english speaker who was sympathetic to my situation.  Unfortunately, he said that that department was unable to help, although he did give me the first EDD I've ever gotten:  12/23.  He personally took the time to be sure my call was  transferred to a "supervisor" back in.....you guessed it.....India!  After a wait of around an hour the original guy said that he got hold of a "supervisor" and so he dropped off the call, and out of harm's way.  Well....at least he acted as though he gave a hoot about the situation.  So a lady comes on the phone and gives me the usual line about having to "send an email" to another group and that I'd get an update in yep, "24 to 48 hours".  I indicated that I no longer believed these statements.  At this point, the supposed "supervisor" transferred me to ....wait for it....wait for it.....a SUPERVISOR!!  This supervisor said that he too, would send an email to his manufacturing unit and that I'd get an update in............."24 to 48 hours".  He also said that my system was in "the final stages of production" and "could ship at any time".  I got yet another new case number for this conversation.  So after two more hours on the phone, not counting the two hours it took me to track down the phone number for Enterprise Support, I'm on my final wait.  If nothing changes in "24 to 48 hours", I will file complaints with the FTC and BBB, and I will pay a personal visit to Dell HQ (with a reporter from the Austin American-Statesman if I can convince them to come along).  Maybe the personal visit will help, maybe not, but, as I've said before in this forum, either way, this is the last time I'll deal with Dell.  I'd rather build my own systems for less money, and just go buy replacement components if any fail.  At least this way I'll be able to be in control of what I buy and when I get it.

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Dezert68
1 Nickel

Re: XPS 9000 and XPS 8000 delivery delay issues

Dell keeps deleting posts about their shipping problems!! They have deleted 2 of my posts! I was so frustrated with dell i splurged and bought a mac last night! It has shipped this morning and is en route as we speak. I received tracking info this morning. Run from this company. I cannot believe what i went through and what everyone on here is going through. Their customer service is absolutely the worst I have ever seen in any business. Even foreign businesses have better customer sevice practices. Save your headaches and spend your hard earned money somewhere else! You will be sorry with your experience with dell.

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corsello
1 Nickel

Re: XPS 9000 and XPS 8000 delivery delay issues

I ordered my XPS 8000 on 11/09 with an original ship date of 11/25. On 11/23 I was alerted that it had been delayed until 12/03 on 12/02 I received an email stating the order had again been delayed and I had 24 hours to contact Dell or the order would be cancelled. I called in and okayed the second delayed ship date of 12/10. I asked if there was a part on backorder explain to the notification representative that I would be happy to modify my order. He told me he could not check if anything was on backorder and offered to connect me to customer care. After 20 minutes of listening to the "due to unforseen supply constraints" message I got a customer care rep that assured me no parts were on back order. I then called on 12/08 to confirm if my order was on schedule and was notified that the order had been delayed yet again. They did not call or email me I called them. I again was transferred to customer care who told me that there were no parts on back order. So now onto today I again called to check that status as my fourth estimated delivery date is only two days away. Guess what? the delivery date has again been delayed this time until 12/28. I again asked to speak with customer care and got the run around that no parts where on back order. I asked for a manager and was connected to Poonam. After speaking with Poonam for 20 minutes and her telling me that nothing was on back order I finally convinced her to speak with someone else (order modification?) she came back and told me yes there was a part on back order for my system. Apparently the chassis for the XPS 8000 is not available. At this point I asked to speak with her manager and she refused. YES SHE REFUSED. I asked her to speak again with order modification and find a comparable computer that did not have parts on back order. After having me hold for another 10 minutes she came back on the line with Jake from order modification. Jake informed me that the following items ARE ON BACKORDER with NO ESTIMATED DELIVERY DATES for the XPS 8000 the processor is ON BACKORDER for the XPS 9000 the HARD DRIVES are ON BACKORDER. I'm still on hold waiting for yet another manager so they can explain why Poonam was given incorrect information although I truely think she was just lying to me so that I would go away and not bother her anymore.

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richard_fr
1 Nickel

Re: XPS 9000 and XPS 8000 delivery delay issues

I'm glad I found this thread.  I ordered the XPS 9000 on 11/27 and was originally given a delivery date of 12/16.  On 12/13 the EDD on the order status page changed to 1/12 and the next day I got an email telling me the same thing.  Nothing special about my build - the i7 920, GTX 260 and two 640 GB drives configured as RAID 1.   I'm replacing a 7 year old 8250 that still functions but is really at the end of it's life cycle.  If I go on the website and customize the same machine I get an expected ship date of 1/4, which is obviously horse hockey.  I've been buying Dells since they came with the PC Limited label and it really pains me to see them mislead customers this way.  I'm not really desperate to get it, although it was planned as a family Christmas present, so I'll wait but if it slips much more I'll have to really think about the equivalent HP.  Does anyone have any experience with HP's desktop support?  My experience with the XPS support people (mostly in the Philippines) has generally been good.  I also have an XPS 410 that's been a very solid machine. 

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bjnod19
1 Nickel

Re: XPS 9000 and XPS 8000 delivery delay issues

Hello All,

New to the Community.  I wish I had visited here before entering my order.  I ordered an XPS 11/26, estimated delivery of 12/16.  I phoned today as I had not heard anything yet and was told they "hoped" to have it delivered by 12/29, not in time for Christmas.  I asked for 1 day shipping but was told it would not me done.  I also felt like I was encouraged to cancel my order for a full refund.  I'm very surprised at how poorly this is being handled by Dell, definitely not like my previous experiences.  I'm also surprised that Dell hasn't put out an official response of any kind informing customers of the issue and their plan to address the issue.  Anyway, I don't expect any positive outcome for me personally, but will be putting out a few negative user reviews to ensure others are aware of the "New" Dell.  I would encourage all of you to do the same as I'm not sure many perspective buyers look at the Dell forums when considering their purchase.  Good luck all.

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hkfosho
1 Nickel

Re: XPS 9000 and XPS 8000 delivery delay issues

ouch

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Highlighted
corsello
1 Nickel

Re: XPS 9000 and XPS 8000 delivery delay issues

After over 3 hours on the phone with customer care and the order modification department. The answer from Johnathon (allegedly the manager for the order modification department) as of today 12/15 the Blu-Ray player is the part on backorder and delaying my XPS 8000. This was after two other pepole in his department claimed that the delay was due to the chassis and/or the processor

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