It appears like negative reviews for the Dell Saga will continue. I was a DELL PC purchaser in the early 2000, and I recall have so many issues with their products with inadequate customer service to provide solutions. After 20 Years later, I decided to give Dell another chance as the Dell XPS 2013 2020 has good reviews, and how bad can the customer service be with a 20 year gap? Oh boy was I wrong!
Chain of events:
4/11: I placed an order for the 2020 Dell XPS 13 for regular shipping, and was surprised that the expected delivery time was the May 15th. That is a month and half from my order date! I decided to keep the order as I heard good reviews on the XPS line of products.
4/13: I custom built the same model just to check if there is an earlier date for delivery and to my surprise there was delivery date available for 4/17-4/21 (expedited shipping) which I was very surprised about as 2 days ago the earliest delivery date was May 15th! Therefore I cancelled my original order, and placed a new order with a sooner delivery date with the same configurations.
4/16-4/17: I gave dell customer support a call, as I did not see any update on my product being shipped. The gentleman I spoke to told me that their is a delay in parts, specifically the Intel 5 processor, which seems to be ridiculous as that is the main component of a computer. And that the new estimated delivered date is 4/23 due to the backlog in parts. I told him I would like to cancel the order as I been on this train before. He urged me, if I do some upgrades to parts that are currently available I will get my product sooner therfore per his suggestion I upgraded Intel i-5 to Intel i-7, and 8gb ram to 16gb ram). He gave me a better price with upgraded features and the remaining configurations being the same. I shortly received a confirmation email as I was on the phone with him, and I realized that he did not maintain my previous configurations of my 512 SD. The email confirmation had said 256 GB. Therefore he gave me a bad price, as well as bad information when I told him he can charge my credit card. In addition, he cancelled my 4/13 order with the new 4/23 delivery date, and placed an order with incorrect configurations. So due to his error I had lost my original order placed on 4/13, and have an incorrect order. He was very apologetic for his error. He then correctly configured my computer (512 SD) and gave me an increased price from the upgraded price he gave me prior which I was not happy about. Now the new expected delivery date is 4/29.
So I have pretty much upgraded my dell parts and I am now paying more (1600) from my original order (1350) and I will be receiving my order later than my original estimated delivery of 4/17-4/21, and 4/23.This entire process has been a disaster.
4/21:I have contacted Dell yesterday, to see if I could get my Dell Laptop rushed in production so it can be shipped earlier. Later in the afternoon (4/21), I chatted with a Dell rep, an he mentioned that there was a delay in parts with my order expected on 4/29 as you can imagine I was furious. He also mentioned that my product will take 3-5 business day to deliver which makes non sense as it should be shipping very soon if that the case!
4/22: Today I called and the customer solution team member told me that there is no delay in parts and the my laptop will be shipped on 4/27 for 4/29 delivery. I have been hearing so many mixed messages and I do not know what to believe anymore. In addition, the agent that is in charge of my case, promised to give me an update on 4/20 never gave me one. I have sent multiple emails to him today to see what is going on his end as he mention he would reach out to the manufacturing team. Very unprofessional!
My gut is telling me the product will continue being delayed. If I do not get my product by 4/29. I will cancel my order and will make the commitment to never buy a Dell product again and tell others to do the same. As it appears that Dell reps all give you different information, and just tell you what you want to hear.
If that's the system you want, browse Amazon - there are systems in stock with the 16G and 1Tb SSDs for about $1700 right now.
The supply chains for just about everything from computers to cars are all affected by global shutdowns. What you're seeing is very likely in large part because of that.
These are also new models - which always come with delays. The supply chain is global.
As for the rest, Dell also supplies large businesses and the likes of Best Buy, etc., that order hundreds if not tens of thousands of systems at a time. Single-user orders are lower on the priority scale - if you order a system with a different configuration from a business ordering thousands of mainstream units -- which gets priority?
You may accept incompetence, but i do not. Dell is a massive company. That is why they have different personnel to focus on the type of consumer whether its small business, enterprise, or a retail consumer like myself. Just like other competitors that serve business clients like Apple, HP, and Microsoft.. All of which have terrific customer support and service and can deliver products on time from ordering.
When you pay the Apple tax (the hardware costs twice what an equivalent PC would), you have a right to expect better.
Microsoft, can't comment. HP, I can. If you think HP is better -- go for it. You'll then find out the truth.