When I log in, your system doesn't recognize or indicate that I have any orders in progress which is an obvious error.  When I choose the "add missing order" and enter my customer #, order # and postal code as directed I am presented with the following error message "Customer number is already associated to an account.  Please recheck and try again"

What gives?  

First I'm misled into purchasing a "READY TO SHIP" system that is obviously not ready and now your system issues.  Tsk tsk tsk.  I'd have thought that DELL would have better systems in place.  

Yet another reason why I doubt I'll be a return customer.  

Since you're not happy with the situation now, you're never going to be pleased with the system once it arrives.  Cancel the order as you indicate you want to, and order what you'll be happier with.

It's possible I'm reading your reply incorrectly, but I find it rather inflammatory.

Is it Dell's practice to suggest customers cancel their orders rather than attempt to provide solutions or other forms of customer service?  

I'm not at all concerned as to whether or not I'll be "pleased" with the system when it does arrive.  I am not pleased with the fact that Dell has provided misleading information on the website indicating that my system was "READY TO SHIP" when it clearly wasn't and is not delayed because of some other issue.  

Also, with respect to cancelling my order.  When I log into my account, my order isn't even visible.  When I attempt to add missing order as instructed but entering customer #, order# and postal code it indicates that a customer number is already associated to an account???  What gives.  When I enter my order # in another field it will display details of my order but the button to cancel my order is greyed out.  Why am I not able to cancel my order considering is isn't even in production yet.  It indicates getting ready to enter production.  

Once again...I have no issues with the quality of the systems that Dell manufactures, but I do have issues with sales, service and website.  

If the system does not arrive by April 16th then I will have had no other choice but to purchase another system elsewhere and will have to undergo the inconvenience of returning the system to DELL and waiting for a credit.  It would be much easier if Dell had been honest about being READY TO SHIP and if I were able to cancel the order more easily considering it isn't even in production yet.  

Can you understand why I might be just a bit annoyed?  

Bear in mind, "ready to ship" means from the manufacturer - in China.  Dell does not stock systems.  Given the current state of global shipping, that means delays on just about everything.

There are plenty of places that DO stock pre-built systems for immediate shipment (though your choices are likely to be more limited in configurations and supply, due to the world-wide shortages all along the supply chain, coupled with the shortages of international shipping capacity both in the air and over the seas).  

It's clear you're not happy with the state of the order, and that any other incident that might go wrong will worsen that.  So, my suggestion is to save yourself from the potential aggravation, and cancel the order -- and buy the system you want from a supplier that does stock systems for quick delivery in your home country.  That's not the way Dell does business.

A quick survey of a couple of major retailers shows that most XPS models are out of stock -- a situation you'll find common due to what I've written above.  You still have options though - it's just that if you want a specific model in a specific time frame, you're going to have to compromise somewhere.

As for the rest, I doubt any major computer manufacturer these days cares much about a single cancelled order -- they're all behind on deliveries, selling everything they can produce.  Like it or not, it's a seller's market right now and that situation is not expected to change until 2022.

Thank you for the more thoughtful reply.  That said, the entire shopping experience has been less than desirable.  

So, Dell doesn't stock systems, but READY TO SHIP would still suggest that the system should have shipped from somewhere if not from Dell and shouldn't really shouldn't have required any production time other than perhaps a 24hr burn-in if not already completed.  

It would have been more helpful if you or one of the other reps could have suggested a build that was in fact ready to ship off the shelf...it's possible none would meet my requirements but nobody even bothered to make any recommendations based on my biggest requirement of ensuring I had a replacement system delivered not later than April 16th.  There's been no updates on the status of my order so I'm not even sure if April 16th is doable.  

In any case, I'm left with no ability to easily cancel this order...certainly not through any automated means online.  I'll keep my fingers crossed that the system arrives by April 16th.  If it does, all should be well.  If it does not then I'll have no option but to purchase an off-shelf system (of which there are many) and arrange to have the Dell system returned for credit.  

Regards

i’m surprised they’ve delayed it only to mid april! i ordered an XPS 13 at the end of march that was also supposedly ready to ship, and they delayed the delivery to may 5th within 48 hours!

i can absolutely understand delays, but it’s clear they’re knowingly putting inaccurate shipping estimates on their website to get people to purchase a product they don’t have. they need to be upfront and honest about how long it will actually take to receive the product - if they had been honest in the first place they wouldn’t have so many upset customers.

dell customer care has now messaged me as if i am you, jeff