KJWills
6 Indium

Re: XPS 9000 and XPS 8000 delivery delay issues

Thought I'd mention that my HR Rep was told (just after I cancelled my order) that the hold up was the xps-8000 chassis, supposedly they ran out.  Could be another excuse but that's what they're saying ...  good luck all.

0 Kudos
8 Krypton

Re: XPS 9000 and XPS 8000 delivery delay issues

What delay, I am sure whatever delays accure at this point won't be longer than end of the Jan. I have no problem waiting I will complain as much as I can to as much organization out there to make sure next time Dell is helping their customers instead of turning their backs on them.

 

Dell, I am all for it! Bring it on!!!

Deal with Dell, No Deal No Dell, Dell with Deal, No Dell better life

XPS 8000 Owner!

0 Kudos
Bama XPS
6 Indium

Re: XPS 9000 and XPS 8000 delivery delay issues

TDB53,  I think they are coming out with the 8100.  I was checking for updated drivers to my 8000 and Dell's driver website asked if I had a "8000 or 8100."

FYI everyone, Dell's  website told me "there were no new updates" for my 8000 when i was checking for updated drivers.  The video driver that came with my 8000 was dated 07/09.  I then checked nvdia's website and they did have an updated driver dated 11/20 for the GT 220 and others. 

0 Kudos
8 Krypton

Re: XPS 9000 and XPS 8000 delivery delay issues

Thought I'd mention that my HR Rep was told (just after I cancelled my order) that the hold up was the xps-8000 chassis, supposedly they ran out.  Could be another excuse but that's what they're saying ...  good luck all.

Sure, and that what I thought about the whole getting rid of the XPS 8000 but that didn't really caused the delay as I have seen people ordering after me and got their units so that is not the case for older orders.

Deal with Dell, No Deal No Dell, Dell with Deal, No Dell better life

XPS 8000 Owner!

0 Kudos
Highlighted
8 Krypton

Re: XPS 9000 and XPS 8000 delivery delay issues

Only four PC left in Dell's Outlet? It was 7 in the morning.

Deal with Dell, No Deal No Dell, Dell with Deal, No Dell better life

XPS 8000 Owner!

Tags (1)
0 Kudos
brodysmtye
1 Nickel

Re: XPS 9000 and XPS 8000 delivery delay issues

NULL

0 Kudos
lostinfog
6 Indium

Re: XPS 9000 and XPS 8000 delivery delay issues

For Chris...

Just as a way of providing polite and hopefully informative customer feedback from a Small Business customer who has been using Dell computers in his companies since the late 80's.

ORDER HISTORY

I had two 8000's ordered at the end of October. Two delays received. Then in last November I received a notification that the configured Bluetooth option was invalid on these machines, and was asked if it was OK to build them without this option. A 'yes' was provided for both systems.

Then, both orders were cancelled. New orders were created, apparently at the back of the queue. New EDD of 1/15/2010. That's 2.5 months after the initial order.

I then cancelled the orders for both Dell systems. Comparable systems (HP Elite 7000's with the same processor, memory, and better graphics card) were ordered for $250 less money per system ($500 savings). The HP Elite's were received in 10 days and are now up and running.

SUMMARY & MORALS TO THIS STORY

In dealing with Dell through this process, I interfaced with 7 non-native english speaking persons (with varying degrees of English abilities) and was lost/disconnected 4 times in telephone call transfers. I was extraordinarily polite and cooperative through each phone call, but did not feel as though a single Dell representative cared for me as a customer, or about delivering a quality product on time. I exchanged approximately 8 emails with Dell representatives. Cycle times on the email responses were from 26 to 39 hours...not 'quick' by any measure.

As a Small Business customer, this negative Dell customer service experience has been very new to me. Previously, Dell Small Business customer service has been top notch - even when unforseen problems caused delays.

In dealing with HP, I spoke with native english speakers located in the US. Order processing was prompt, courteous, and efficient. Communication was smooth and flawless. They were even able to up-sell me on an option I had not configured on the two computers (that is unusual for me). Delivery status was sent periodically, and I was able to see my system being built with much greater detail than simply "In Production". (However, the delivered HP system was not packed as well as Dell machines are typically packed for shipment.)

Until HP gives me reason to switch, my future computer orders will not be going to Dell. I will no longer recommend Dell to my business associates and business owners. I will no longer recommend Dell to my friends and family members. This is a shame as over the last 22 years I have found your products to be top-notch. However, Dell must get a handle on customer service. This might include the following suggestions:

  • Connect production's forecasts with the ordering funnel and sales channels. Be honest about your ability to deliver computers on a particular date. If production's forecasts are incorrect, identify the accountable party and and correct the forecasting problem.
  • Forecast NTE delivery dates with three-sigma confidence. Delivering early is fine...just don't be late!
  • Provide native English-speaking personnel as your front-line contacts for customer service - at least for Small Business. This provides the opportunities for up-selling and can help prevent alienating persons who are short on time because they are busy running companies or IT departments.
  • Do not provide the ability to configure computer options on web-configured computers that are not valid configurations.
  • Above all...listen to your customers - even the angry ones. They have become angry for reasons they perceive as valid. Eliminate these reasons to the best of your abilities. You cannot prevent angy customers, but you can decrease their numbers. The fewer you have, the more resources you have available to mitigate problems.

Based on my recent experience, HP is providing a comparable product with significantly better customer service at lower price. That does not bode well for Dell's future market share.

Chris, thank you for at least monitoring this forum. That gives me hope that one day Dell will learn and move back up to being the #1 supplier of computers here in the U.S. I hope one day I have reason to return to Dell as my primary supplier of computers again.

0 Kudos
8 Krypton

Re: XPS 9000 and XPS 8000 delivery delay issues

Chris, thank you for at least monitoring this forum. That gives me hope that one day Dell will learn and move back up to being the #1 supplier of computers here in the U.S. I hope one day I have reason to return to Dell as my primary supplier of computers again.

Second That!!!

Deal with Dell, No Deal No Dell, Dell with Deal, No Dell better life

XPS 8000 Owner!

0 Kudos
8 Krypton

Re: XPS 9000 and XPS 8000 delivery delay issues

@lostinfog

I agree with almost everything you say, but, I have to tell you that I came back to Dell after a horrible experience with HP last June.  I ordered a simple business computer with the only upgrade being the addition of a wireless card. After 3.5 months of production delays, 2 shipping errors and being sent to the back of the queue twice, I cancelled the order and then found a similar computer for about the same price on Dell and got it in a week. During that process I never spoke to a native english speaking customer service rep.  Now, customer service seems to have shifted back to HP's favor.  However, I just checked their site and an Elite 7000 with I7-860 processor, 64 bit operating system and a wireless card would cost me $263 more than I am paying for the XPS 8000 with the same configuration.  Granted, the HP included a Blu-Ray drive, but I don't own any blu-ray disks and I rarely burn DVDs, so that "upgrade" is of no value to me and they did not offer the option of downgrading the optical drive.

0 Kudos
8 Krypton

Re: XPS 9000 and XPS 8000 delivery delay issues

Only four PC left in Dell's Outlet? It was 7 in the morning.

As of Noon Pacific time on 1/4 there were 17 XPS 8000s in Dell Outlet, under "Home and Home Business", they must have added all of the order cancellations that came in today!

0 Kudos