Aurora R12, delayed, sharing my experience

Question

Hi guys, I have seen some posts commenting delayed Aurora R12s. I want to share my experience. I'm in South America and I placed my order on October 1st and it was confirmed on October 4th.

The estimated dates were:

- In Production: October 4th, 2021
- Shipped: November 19th, 2021
- Delivered: December 30th, 2021

A few days before the shipping date, my order wasn't even entered to production. So I contacted the Order support and they said that they can't do anything at the current order status.

Then I called to the correspondent telephone number for my country and the person gave me a e-mail address from a Dell sales representative who could help me. I sent her an e-mail asking for information about the issue and she never replied.

Trying another contact, I wrote a message via a sales contact request form on dell.com. Another sales representative contacted me via e-mail and she told me to visit certain Dell webpage for more information which is currently blank (seriously, literally shows no information).

On November 23th my order was updated, and the new estimated dates are:

- Shipped: January 19th, 2022
- Delivered: February 12th, 2022

Unfortunately I ordered before investigating how Dell does work. I am disappointed due to the fact they sell computers without even knowing if they have already all the parts needed. I will be posting any update about my order.

Happy day, and well... be patient with your orders.

PS: English is not my native language. Sorry in advance if I made a mistake.

j0553ph · Accepted Answer

The refund was fully processed. Faster than I expected. I have my money back.

I will never buy from my country's Dell website again.

They are currently still promoting 20-30 days for delivering Aurora R12 computers, knowing that they're taking 4.5 months or more.

j0553ph · Answer

I forgot to mention: my order is still in the Confirmed stage.

j0553ph · Answer

As I mentioned in my original post, I contacted via e-mail some sales representative and she never replied.

Well, checking past e-mails I realized she was the same person who sent me another e-mail with a Guild Wars 2 code for downloading it for free (a part of the promotion I bought). Providentially at the end of that message was the e-mail address of her boss.

A few days ago I wrote her another e-mail and, this time, with copy to her boss.

Today her boss told her via e-mail (with copy to me) to review the situation and give me a response.

j0553ph · Answer

The sales representative finally replied something via e-mail.

I received a generic copy-paste apology answer... with an important information: she recommended not to change anything in my order to avoid losing its position on the production line.

j0553ph · Answer

I finally decided to cancel my order.

I called Dell again. The person who answered transferred me to another person who told me that my order was going to be built in Mexico and until today they did not have all the necessary parts to process it.

With that information I told him that I wanted to cancel my order. He said that it'll take 1-2 days for internally processing the cancellation and after that, the refund will be effective within 48 hours.

j0553ph · Answer

I requested the cancellation of my order on November 25th. The next day the order status changed to "Canceled".

The refund was promised for yesterday November 29th, but I did not receive any news about it.

Today November 30th I emailed the person who was working on my case and he told me that he was just able to start the refund process due to "a system problem".

DELL-Cares · Answer

Hi, Thank you for taking the time to comfrim the refund and I'm sorry, we weren't able to fuffill your order. -Susanna

Customer Care

Aurora R12, delayed, sharing my experience

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