Order delays, wrong shipping dates

Question

Order Placed on Nov 15. I have all the correspondence on emails why is no one fair at Dell Customer service. Put yourself in my shoes dell and see how your customer service is. First, I was told it will come on time if not earlier. Second, when the Dec 7th ship out date was missed I was told it usually takes 72 hrs for the tracking number to come on the website. Third, was told the order is final stages of shipment will be shipped as soon as possible. Fourth, Was told again that the order will get it on Dec 17 even on Dec 15 and the order is being shipped out as we speak. Fifth, Dec 16 called dell to ask for the tracking number to find that the order is still in the last stages of production. but will be shipped on time? Sixth, Dec 17 no shipment now they are saying its in the final stages before getting shipped out. However, the tracking # has not been generated. Seventh, I got email saying it will be shipped on 19th Dec. Eight, I got email saying it will be shipped on 21th Dec.

Liljen · Answer

I had the same experience. Order 28. October,  and not yet arrived. (December 18) On top of that I got an email asking for customer review on my order. And a mail telling me that my review didn't follow the standard. I just wrote I didnt get my Alienware, and was still waiting. I wish I saw this forum before I ordered:(

B.J.K. · Answer

So I received an email from DELL stating my package had been shipped on the 15th and even supplied a FedEx tracking number, BUT when I checked the number via FedEx, it only stated that 'Shipment information sent to FedEx'.  So I called FedEx support which is where I found out they are still waiting on the package from the shipper and to contact them.  Since this is on a weekend, I will have to wait until Monday but from what I have read above, this will be fruitless.  Lesson learned to always read the site boards before making a large purchase and I can already see the problems I am going to have from reading these posts.  I can almost guarantee this will turn into Dell pointing the finger at FedEx and vise versa.

ejn63 · Answer

The tracking number becomes active after the system arrives in your home country (notebooks ship from China;  desktops from Mexico or China).

affi22 · Answer

Now they are saying it will come by the 21st dec when it has not even shipped out???

And the status on the website is still under production..

Can i trust the new email saying the new delivery date or its just another false hope?

affi22 · Answer

I understand from your email that you would like to know the status of your recent Dell Order number .

Unfortunately, we are experiencing production delays due to an inventory shortage due to which your order has been delayed. The revised Estimated Delivery Date for your order will be updated soon .

We apologize for the inconvenience caused to you. To make this situation as convenient as possible, we’ve registered your email address for tracking notifications once the order ships.

A case specialist will be assigned to keep you updated on the status of this case. If you have any further questions, simply reply to this email with your preferred contact number and best time to call and we will be glad to assist you.

and got this email today

My reply : This is the most vague email explanation i have received so basically you are saying that you just found out that there is a production delay?

And did not know this on 7th December!!!

And on 17th December!

And still don't know when the system will be delivered since you didn't care to check further.

Dell Customer 007 · Answer

Go figure! Dell's Customer Service Department is throwing me through the same loop as well! I knew it would be too good to be true that a custom workstation would be delivered within 1 week of placing the order. But now it has been almost 1 full month. Dell offered me a credit of $125 on my order. However, Dell sent me a FedEx tracking number that currently shows "the shipper has cancelled the order" and was placed in early April.

Dell also has lied numerous times and I have caught them in their shinanigans several times while calling them. Previously, one customer support rep quoted that my order was shipped on a Tuesday and would receive updated FedEx tracking once it arrived in the US. But a week has gone by and I called again, this time the customer support rep quoted that my order shipped on the Friday - week prior - and they would send me the latest tracking information.

That tracking information, again, was the same useless FedEx tracking info that said the shipment was cancelled by the sender.

A day later, I called, and this time the representative sent me a DHL link for my tracking information. While on the phone I asked if the tracking was through FedEx or DHL since when I opened the link while on the phone, it redirected me to DHL's website.

I'm not very impressed by Dell's lack of customer support and the company has terrible logistics for a company that claims to have the some of the best logistical support in the IT industry. Apple has way better logistics and you can get a custom workstation in less than 6 hours! I don't see why Dell can't have warehouses in the US that do the same work that Apple can do in the workshop at an Apple Store.

From this point on, I highly doubt I'll ever purchase from Dell in the future.

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Order delays, wrong shipping dates

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