Ordered a Alienware x15 laptop, order is delayed

If it helps, I am experiencing the same issue (literally, word-to-word!), except for:

1. I'm in Canada

2. Ordered XPS 15 9520

3. Shipped 4/6

4. The courier is Purolator (not FedEx)

Everything else is exactly the same.

Don't expect any help from Dell-Care here. They spend more time censoring and redacting customer's posts than trying to resolve actual issues.

Dell keeps lying about the orders status! On April 28th I talked to Dell Customers Care over the phone and was told that my order is about to arrive in 2 - 3 days. I asked to transfer my call to someone in charge (as '2 - 3 days' story I've been hearing multiple times since April 11th, the original delivery date) and supervisor told me that my package is still in China and I would not see it for at least another 2 weeks! Then, later the same day I received an email from Dell Customers Care and here's the quote: "Yes, sir I assure you that order left China, and it is in USA to complete a quality check". Why USA? I'm in Canada!

As you can see, 3 absolutely different answers in just one day!

Today, I received another email (from the same person, who said that my package was in USA). Here's the quote: "As per logistics team it left ware house on 04/06/2022 but they could not provide the exact location of the package" .

Dell completely lost control of their logistics.

At this moment, I'm considering to cancel the order by calling a credit card company, as Dell does not provide a cancellation and immediate refund option for my order. 

Been "SHIPPED" is not necessarily  a good thing! Dell starts counting Warranty from the date they marked the order as shipped. That means I already lost 1 month of the warranty and Dell refuses to restore my 12 month warranty period, despite that the warranty service cost is embedded in the price of the product. Sound like a fraud to me - charging a customer for a service and refusing to provide it. 

Also, what about 30-days return period? According to Dell's policy it starts from the date of an invoice. In my case, it's the same April 6th. I won't even see the laptop before this period lapsed! So, do I lose privilege of return? Have I been robbed?  

We can understand the situation you are in.

I wish we were able to do something about this but this situation has arise due to the lock down in China. The warranty does start from the time the order is invoiced to ensure that the unit is under warranty to cover any unforeseen issues during the transaction. As for the return, you can always drop a message upon receiving your unit. We will help you with the return.

Regards,

Pamyaphi

At least your units appear to have at least shipped! I ordered two XPS 8940 systems back on Jan 20th and they have not even entered production yet as of May 2. Estimated delivery has been pushed back multiple times and now suggests shipping end of May... Really? 5month delay when they told me 7-10days when I ordered them?

 Wait what? Is this messaged addressed to me??? Did i say I wanted to return it? I don't even have it to return it in the first place. 
no we just want honesty, don't give us high hopes in thinking we'll get it in 2 weeks before we place our order. Tell us it will be a few months when we order so we can decide if we want to wait that long. I feel we're trapped now and that's very dishonest. For a company as big as Dell to conduct business in. 
 I also don't like your suggestion for all of us who are waiting is for us to return our devices if and when we'll ever get it, wow 

The message for the return is addressed to the other customer enquiring about the return period.

We have informed you the reason for the delay for your order.

The details will be updated once the order reaches the local hub. The dates shared are estimates and the details will be updated accordingly.

Regards,

Pamyaphi

I think that message was addressed to me.

Let’s hope Dell-Care still has some rational logic left and put it straight: do you mean that if my order gets delivered after 12-month warranty period expires, I’ll have no warranty at all? And before someone says this is not possible, listen to this:

When I placed the order, the delivery period was 5 calendar days (from 4/6 to 4/11)

Then Dell Customers Care said that the delivery period is 10 – 11 business days (from 4/6 to 4/20)

Then Dell Customers Care said that the ABSOLUTE maximum of delivery period is 14 business days (from 4/6 to 4/26)

Now Dell-Care says that the delivery may take at least 17 business days.

If this is not enough, Dell-Care also says that SHIPPED does not mean that the order has actually been shipped, but that it’s left Dell’s factory.

All these mean that Dell can extend delivery period to anything they feel comfortable with. Not only that, but they also state that the shipping date (from which Dell starts counting delivery period) is unknown. The fact that your order status is changed to “Shipped”, means nothing to Dell.

And on top of all that, Dell insists that from the moment the package leaves the factory till the package reaches the local hub, they have no idea where it’s located:

• It may still be in a dock in China
• It may be on a boat to the destination
• It may get stuck at Customs
• It may be stolen
• It may be misplaced

Funny enough that Dell does not take any responsibility of their logistics, but rather robs the customers of their warranty and premium service

Anyway, I’m done talking to Dell-Care and listening to their new “amazing” stories re COVID, lockdowns, shutdowns, etc. To me it’s pretty clear that Dell lost control of its logistic and can’t provide any valuable information.

I already contacted my credit card company and based on the facts I’ve provided to them, they are more than happy to immediately refund the payment and file a claim. The reason I didn’t do that yet is because I need a new laptop and the only other option I consider is Lenovo ThinkPad X1 Extreme Gen 5. It’s expecting to become available in June. As soon as it happens, I’m getting my money back and order ThinkPad.

To anyone who got  by Dell (including myself), I sincerely wish good luck and hope at some time in the future we will all see our orders!   

DELL!!!!!!!!!!!!!!!!!! What's wrong with *********** word? Stop censoring NORMAL language and start ACTUALLY helping customers!

Amazing how Dell-Care keeps lying!

There is already a credit processed for the days you are having to miss while having to wait for the item.

For your information, the credit has nothing to do with the delay. It was arranged ONE hour after I placed the order. The reason for the credit was to apply a coupon for $100 to the existing order (yes, it was my fault that I failed to enter the coupon code at the time of the ordering). Dell customers care applied the coupon as a credit in order to avoid cancellation of the existing order. I have all conversation documented and can provide it at your request.

I agree that you need to know when is an item moving out of the warehouse when it is traveling to the destination & other details but the only reason it is not being shared is for security

May I ask you, what is the security reason that does not allow you to tell me where my order is located? I didn't buy something illegal or top secret equipment!

N/m … i  once again thought a Customer care agent was speaking to me, thanks Dell for ignoring me! 

There are a whole lot of orders which are shipped from the warehouse directly to the destination country. Due to this, the information on every single order is not shared.

-Anita

The thread had other messages as well which were also answered. As your query was regarding the delay in receiving the order the same is also answered. The order is late due to the delay with the pandemic situation & closure of the warehouse, logistics.

-Anita

Am I the only one here that does not see any sense in this statement? How does this information make the location of an order a top secret?

The only thing that I hear is that Dell shipped a lot of orders and now is unable to track a single package separately. 

Never thought that it requires a security clearance to let a seller/manufacture to disclose the location of the package to a buyer/customer.

Any new story you have for us? 

For all we know, shipped to them probably means our orders where placed outside the manufacture's building into a truck that's sitting in the parking lot of the building. So technically it was "shipped" so now we can't cancel our orders.

I'm done with this company, did not care for the condescending manner these 2 mods have spoken to me. Currently have my eye on a ASUS laptop,,  that I'm planning on buying now . guess when and if I ever get this Dell laptop I'll be returning it STAT

Sorry, from what you've shared so far I get:

1. My order left the factory @ April 6th, 2022

2. Actual shipping date is UNKNOWN

3. Current location of my package is a top secret (aka UNKNOWN)

4. The date of delivery is UNKNOWN

5. Dell is not willing to provide any compensation on lost warranty/premium service period

Is this correct?

Seems like not much of the information. I expected a bit better service for the device I paid over $3,500.