Alienware Computer Shipping Delay

I ordered mine this month as well via online. I called after 6 days to be told that something went wrong and that I needed to call Order Modification as well. Order Modification stated that I needed to reorder, we did that via the phone and took just a few min (about 5 min). That was Feb 21. I chatted with a rep today and they told me that I had to call Order Modification again because a model was out of stock and that I needed to place another order. I figured that they were just having issues getting a part or two and didn't need me to reorder another type of PC so I asked for more information and told me to contact customer service and gave me another phone number. I called and they told me that they would need to transfer me to Order Modification. I told them I just spoke to them and that they told me to call Customer Service. She said that she would call them before transferring me. The guy I spoke with was able to tell me that it was a Motherboard part that they were missing. Not sure exactly what part of the Motherboard. I'm not too tech savvy. I told the rep I didn't mind waiting for the PC since it was priced very fairly. I just wanted to have a better understanding of the time frame that I would be waiting. He said that Dell would call me back in about 24-48 hours with more information. With the latest being Monday. 

I think perhaps the reason why these PCs were priced at what they are is due to the wait time for the PCs. It's just super crazy what the prices for PCs are going for in stores and from other online vendors. I just need realistic time frames for delivery. 

TLDR: Same issue here.

Full Context: I ordered the Alienware Aurora R13 (3060ti, i7-12700F, 16gb ram, 512gb storage) and a monitor on Feb 16th during the President's Day sale because it turned out to be a lot cheaper than building my own or getting one from another company with the same specifications. How exciting right, especially after the last few years with graphics cards and other components being crazy overpriced? Total of ~$1100 for both charged my bank as expected. Monitor for ~$150 came in 2 days later. But the other ~$950 hold for the PC disappeared/charge reversed after a day or two. Order still in confirmation status, waited a few days, order still in confirmation status. The expected arrival is between Feb 23 (yesterday) and Feb 28.

Yesterday, sent a ticket to Service department asking the order status, they said "order processing issue, call Order Modification department to have them cancel and reorder for you." So I did, OM department said they would send me a new payment link to my email. No link.

This morning, I send another ticket, the reply is "Call Order Modification department because your order is out of stock." Oh. The item I was able to place in my cart, purchase, have money taken out of my bank (temporarily to be fair), and get an order confirmation for 1 week ago is out of stock? 

So today I called the Service department instead of submitting a ticket, try to give context, I am ultimately told to call the Order Modification department. OM said they are having issues with processing all of the Alienware Aurora R13s and will call me back in 30 mins-1 hour with an update. Our call was from 9:55am-10:15am. It's 11:40am now. 25-55 mins later and no call or email. If I get a call reasonably soon, I'll definitely chill out and update this reply, I'm sure the agents are just crazy busy. But still, why set my expectations for 1 hour and then not follow up on that?

I guess the President's Day sale was too good or they weren't prepared for the volume of orders? Maybe it is a website issue, like they don't have the coding in place for when an item goes out of stock really fast during a sale? Or maybe there's just a site issue with the order timeline updating? Or maybe their communication system isn't in place to update customers? Or all of the above? I'm just thinking- is this not Dell, a huge technology company, why is their online system not more focused on keeping the customer updated?

Am I insane for wanting to buy a product from a store at a certain price and expecting it to actually be in my hands at some point? And there's the conflicting responses and reasons why I don't have the product from multiple different customer service agents. I also feel a little bit not listened to by the service agents which doesn't feel great for trying to purchase products from them for thousands of dollars. The PC I ordered was only around $950. I know I'd be way more upset if I got one of the higher end models and had this situation. And I feel like I can't explain to them the full situation before they interrupt, try to redirect me to another department, tell me to keep waiting, or tell me to expect an email or call that doesn't come.

I'd like to think I'm a patient person and I want to like this company and ignore what the online PC community says about Dell, I mean, I still use a few years old Dell G7 7588 every day. I never thought I would be so upset over trying to buy a computer, but I think the disappointment is really starting to sink in and I will have to consider other options.

I'm in exactly the same situation. I ordered two of the R13s during the sale, one for my husband and one for me. I've been shuttled back and forth from the Service Department to Order Modification and back again. I've been hung up on repeatedly, been promised calls back that never happened, and my order status *still* says it's on track to arrive on the estimated date, which at this point would require a time machine.

Does anyone know if there is some other way to find a person at Dell who is able to answer questions? This feels like a comically bad way to do business.

I'm

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Same issue here. Spent almost 2k. Opted for expedited shipping so Was promised march 1 even after I asked before I purchased the item if it would arrive in time. Now they say it won’t arrive for another 2 half weeks. What a joke. 

Did your order screen update with the new delivery date? Did you also get an email confirming the new dates?

I was told that all R13 were placed on hold. They had zero information on when they would resume production on them. I cancelled and ordered a XPS 8950 desktop; however, they told me that they are out of stock of the i7 12 Gen CPUs. I confirmed if that was the only thing that was missing from my order, and they confirmed it was in fact the only item they were waiting on. My machine was purchased on 2/24 and went into production within 20 min of ordering it. My shipment date was for today; however, they confirmed they are missing the CPU. 

All R13 orders are on hold. They said they did not know when they would be resuming them. Expect a long wait on them. They told me that there were several items missing to configure the machines. I cancelled and ordered another item. 

Took 5 days from order date for production. Hasn’t moved since. I did receive email yd about delays. Ship date march 15th

I actually had a Dell representative call me today. The number does say Dell when they call so it is not a scam number. They let me know that my part came in and that they are working on it. Although my PC has been in production since the day I ordered (24th of Feb), I noticed that the option to cancel the order is already greyed out and no longer optional. This is a good sign. I read another post from like 2021 (yes, I know that's a long time but it was a very active post with many people giving input about their builds), but there was a person that mentioned their pc shipped shortly after the option to cancel was greyed out. I can honestly say that I feel as though I was given a very truthful update about my parts coming in and them working on it. Especially since they actually took the time to dial my number and call me to give me the verbal update. I do know that the shipping can take a bit, especially since I know that they come in from other countries, that is out of their hands specifically once they pass it on to shipping partners. However, I feel confident that my product will ship out very soon. 

As far as the R13 builds, they must have had way too many orders. Honestly, their prices were more than fair for what they were offering. I was originally getting the R13 with closed side panel and air cooling with an i7-12700, 512GB Storage, 16 GB Ram with the 3060 ti for $1,200. That was an amazing price, but I didn't think that it would take so long to build, especially with the timeframes they were giving via their website. The R13 looks stunning, but after giving it some thought, I figured that the lights would probably bug me as I suffer from frequent headaches and also I'm moving into my RV that is already decked out with LED lights all over the rig. Since I won't have an actual desk in my RV, I'll be putting the tower on a rolling cart and storing it away when not in use. I don't know how long I'll be living in my RV so there's also that factor. So switching to the 8950 Desktop seemed like the right move even though it was slightly more expensive; however, my build is $1455.21 (includes taxes) and that alone is great because the price for the machine now is $1859.99 not including taxes. Great sale! Might have to wait, but worth it in the end for those that ordered the R13. 

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I am having the same issue. Ordered 18Feb2023 and now the new delivery is set for April 13th, or I can cancel.