Delayed Alienware M18X - UK

Question

I ordered an M18X on 13th May and was given an EDD of 29th May. This date arrived without any word from Dell to inform me there was a delay, so I submitted a support request that day, and received a reply the next day that the 'manufacturing team had an issue with the this order and similar orders in processing.' and that they were monitoring my order and would update me when they knew more. Six days later, on 4th June, I was sent an email, again providing no real information on why the delay had occurred, but giving me a revised EDD of 17th June. I received another email on the 11th telling me that the order had been placed under priority and would be shipped ASAP. Another email on the 14th, this time from the Dell representative's supervisor I think, that reiterated the 17th as the delivery date and for the first time told me that the delay was due to a lack of LCDs. The new EDD passed, again without delivery and again without advising me of the increased delay ahead of time. I sent an email on the 18th, to ask what had happened and if I could be given a new, more accurate estimate of delivery but have yet to hear anything. I'm hoping I might get a more prompt reply through this forum so I have a better idea of what's happening and when I might get my computer. Cheers.

DELL-Chris M · Answer

Due to a reported but not confirmed issue with the M18x-R2 LCDs, we have put a shipping 'hold' on all M18x-R2s. I will let you know when the hold is released. No, we cannot elaborate on the hold.

kevinofspades · Answer

Same delays are being experienced with XPS systems as well and not just isolated to Alienware products. If that makes you feel any better...

MikeBurkeJapan · Answer

'Due to a reported but not confirmed issue with the M18x-R2 LCDs, we have put a shipping 'hold' on all M18x-R2s. I will let you know when the hold is released. No, we cannot elaborate on the hold.' Translation - don't expect anything anytime soon Elaborate, we have paid an absolute premium for this product you bloody well ought to elaborate!

MikeBurkeJapan · Answer

There are a ton of people who have been badly let down by Dell over the M18x, it's basically because they've decided to prioritise the new 18 inch mod... * cough* they don't have enough LCD screens... You will get this - '... that a system's shipping date, as provided by a Dell Sales or Customer Care Representative or on the Dell Web site, is an estimate only and is not guaranteed. Usually, a system or product will ship on or before its estimated shipping date [unless it's an M18x r2, then it's anybody's guess right? Eds]. Occasionally, however, vendor-related issues may delay the manufacture and subsequent shipment of an order. Please understand that in such situations, the assembly of your custom-ordered computer cannot be completed until the necessary parts have arrived at Dell.' Means nothing really, they might as well say their delivery donkey has broken down...

DELL-Chris M · Answer

We cannot. We were told by both Dell Alienware and our Dell legal department to not elaborate.

Customer Care

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