Hi,

Thank you for writing to us here about the order. I get how upsetting it can be for anyone to be in a situation like this. I'll have this checked and help you with the details.

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-Anita

I've received the same runaround.  I believe Dell issues gift cards and discounts with no intent to honor them.  

This seems to be a frequent issue here  

It took me a few tries but I talked to one guy that told me that they were missing motherboard parts for the R13. Another rep told me that all R13 models were placed on hold. I ended up cancelling when I spoke to someone else that said that I could cancel and reorder another unit that didn't have as many missing parts. So I opted for that. I went from the R13 to XPS 8950 Desktop (paid about $240 more) and this one is missing the i7-12700 Processor. So much for this unit being ready to ship. At first I thought they were telling the truth about the unit being ready to ship because it went into production 20 min after I ordered it. But no. It didn't ship yesterday as they claimed it would. Then at 11 PM I get an email with a new date for shipping. Although, they say that after a unit goes into production, you cannot cancel so since I had already cancelled 2 other orders...they really wanted to secure the sale of this unit so they pushed it to production. 

A few things that I noticed. They day the R13 was supposed to ship, they no longer had that same model and specs available for purchase. I ordered one with the 3060 ti and then they stopped offering it and only offered the 3060 GPU. I figured that they probably dedicate a certain amount of units per computer department. So X amount of units go to gaming and X amount go to the regular computer units like the one I am getting. They are still offering the 8950 Desktop with the 3060 ti GPUs. 

The first time I ordered the R13 I ordered it directly from the website myself. Supposedly the order didn't go through. I did notice that it had the quote number missing and said -1/1 so I could understand when they sent me over to Order Modification to cancel and reorder. That order looked different and said shipping code 7 and had a quote number. They told me that it would only affect my shipping date by one more day. Okay. That day came and went. Nothing. So I find out that it's the motherboard shortage and then I find out that on top of that, all R13 units are on hold. I cancel and order the 8950 instead, they told me that they are out of processors yesterday which is the day it was supposed to ship. The guy did say it was the only part missing, fingers crossed, it is. 

They are having a lot of shortages for parts right now. I ordered an Alienware and ended up cancelling that order and ordering an XPS 8950 Desktop. When I asked if all parts were in stock for this one and the rep told me it was. Then I find out that they are out of i7-12700 Processors. Even though this order went into production the same day I ordered it, I've now been pushed back another week for the system. Bummer. However, the sales prices are good so I have no choice but to wait for it. The Alienware R13's were completely on hold. Although their prices were fantastic, I don't have the ability to wait 3-5 months for the system so I cancelled that one. 

The Aurora r13 is 3-5 month wait? I ordered mine on the 20th now it shows I won’t receive until march 15. Do you know somthing I don’t? I won’t wait that long either.

Hi,

I've not heard from you on the reported issue. Request you to share the name, and order number used so that I can check & see what best can be done via PM.

-Anita

I'm dealing with the same. Here's my basic timeline:

Ordered an X15 R2 on Feb 21, est ship 2/22, est delivery 2/24. Seemed fast, but I just remained optimistically skeptical. 

First delay notification moved the est delivery to 2/27.

I contact customer service to ask what's causing the delay? Response did not address my question, just assured me that my order "was on track to meet the expected delivery date" - i.e. 2/27

Second delay notification moved the est delivery to 3/1.

Third delay notification moved the est delivery to 3/2.

Fourth delay notification moved the est delivery to 3/3

I contact customer service again, trying to understand the daily delays instead of moving the date once to a realistic timeline they can meet. I'm told I should contact the order modification team to pick out a product that will ship sooner. Essentially, "order something else". I'm not interested in something else, why can't Dell meet the time frames they advertise. 

Fifth delay notification moved the est deliver to 3/6.

I post a tweet at Dell and at Alienware showing a screenshot of the website showing the exact specifications for the computer that I ordered has shows "order by 2pm for delivery by 3/6".

So the exact computer ordered before 2pm on 3/2 can be delivered by 3/6, but that same computer on my order from 2/21 hasn't even shipped yet...

I contact Customer service again to ask "Why is my experience so different from the advertised time frames on the website?"

I'm told that my order has been escalated to the manufacturing team to prioritize and ensure it ships ASAP. 

I ask "if the order doesn't ship today, what will happen? I just get to deal with it? what is Dell going to do if they miss today's ship date?"

The Customer Service rep's response was "We will ensure it is delivered on or before 3/6/23".

DellCares reaches out via twitter in response to the tweet. They confirmed that the rep raised a request to the manufacturing team to get an update on the order if there is a delay or if it's good to be shipped. and as they have already raised a request with the production team, they'd like me to please allow them the next 24 hours to get an update. 

So I still don't have any kind of firm idea on if it will ship today or not. I guess tomorrow I'll find out more. I'll check back into this thread as my experience unfolds.

I've been informed that my order has been on hold since it was received due to part shortages. The hold was never mentioned when talking to customer service until I posted on this thread. 

I'm waiting to hear if the escalation mentioned on my last post will show if the parts are still out of stock or not, but its no stretch of the imagination that the 3/6 date I was promised from a Customer Service Rep will not be met. 

Buyer Beware: if you're getting anything custom configured by Dell, expect to wait and be frustrated with the false info you'll be provided if they even provide anything. My experience has been the only way to get any details is to be a thorn in their side.  

As of now, I guess I'm waiting because the computer I configured is the one I want...

While I understand what you say but being a build-to-ship order manufacturer it is difficult to confirm a fixed date to build & ship an order.

The dates shared by the sales rep or available on the site is an estimate only.

Order fulfillment can be affected by various reasons like delays in payment, verification issues, part shortages, quality checks as well as logistics.

We always have been able to fulfill all the orders before the committed time with exceptions in a few cases.

While I understand the situation that you need the order, I've raised a request with the warehouse for its recovery.

It should be back on track soon.

In case you do not want to wait anymore, you can surely cancel the order for a full refund.

It will take some time to get the orders to move. When I placed my order, it was immediately put on hold (R13). I swapped to another PC (XPS 8950) because they told me that it was ready to go. Turns out they had a shortage of i7 - 12700 Processors. However, they did call me yesterday via phone to let me know that my parts did arrive and that it was being worked on. Last night, when I checked the status, the option to cancel was greyed out so I'm confident that they are actually working on it now. I don't think that they actually start to build the computers until they have all the parts that they need. So I expect my order should be done being built tomorrow or Monday the latest. Plus another 7-10 days to ship from wherever it ships from.

When I ordered this second PC, the Order Modification team member did say that this configuration (8950 Desktop XPS) was ready to go. The R13 I originally wanted immediately went into hold status. I thought that it was a payment issue, no it was multiple part shortage issue. I asked about changing to the XPS 8950 and said that I could swap so I did and this one went into "Production" status within 20 min of ordering it. On the day that it was supposed to ship, I found out there was no processors on hand.

Dell uses a business model where they order the parts they need as they need them. They don't carry inventory. Once your items arrive, they build your system. This model doesn't work well during world wide shortages, unfortunately. Prior to pandemic, they could order parts from their providers and have them delivered within 1.5 hours and build your PC in a day or two. Those days are long gone. 

What they probably do is have a sale and get in as many orders as they can with the hope of at least 1/2 of them willing to wait for it. If you can't or don't want to wait then you cancel, but those that know how good the sale price is will be willing to wait for it. 

What Dell should do is maintain truthful time frames for build times. Honestly, if you told me that I can have a $2k build for $1,200 but I'd have to wait a month or two, I'd probably wait. Dell's customer service reps keep telling people to call Order Modification without giving exact information so people are just lost and not understanding what is happening. They just tell you something is wrong with the order and you need to cancel and reorder. What this probably does is boost their numbers of orders and time frames within their production times. Internally, this is what they might want to see. When in actuality, you've probably waited 3 weeks for the first build and now you cancel that order and reorder same PC or another one and only wait 1-2 weeks. 

In other words, it's a business trying to keep as many orders as possible while they wait for parts to be delivered to their production line. 

I understand, I am here to help you with your order related issue.

Please send us the order details via private note so, we can review this matter for you further.

"What Dell should do is maintain truthful time frames for build times. Honestly, if you told me that I can have a $2k build for $1,200 but I'd have to wait a month or two, I'd probably wait."

Exactly!!! I'm willing to wait, just be realistic about the time frame it'll take. 

I can handle a wait, but the complete lack of transparency from Dell/Alienware is what has me so frustrated. 

I understand that a built to order computer takes a while, but if I submit a configuration with out of stock parts, it would've been nice to know that during the configuration process. Maybe I could've went with a different configuration with parts that weren't out of stock and wouldn't make a big enough difference for me performance-wise.  

Instead I'm given false hope that my config would be ready in 2 days and delivered within 5. Meanwhile the order has actually been on hold since you received it! It's just incredibly frustrating from a customer point of view. The website was misleading, the communication since confirming the order has been misleading and I have been outright lied to by customer service reps. 

I'm going to wait, because I'm genuinely excited for the laptop I ordered. I just wish that Dell had been more up front about delays they would know should be expected based on the parts in my configured order. 

The bottom line in the photo shown is what's really frustrating:

It doesn't say "Your order is on hold due to part shortages" it says "We are working on your order and it is still on track to meet the communicated delivery date." which isn't true; my order is NOT on track to meet the communicated delivery date. 

The order status has not moved since 19th of Feb, it is like my order is pile stacked on top of numerous of other orders, waiting to even be acknowledged by the Dell team. 

The first 'revised delivery date' was 1st of March.