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May 25th, 2024 17:44

Still waiting for Laptops ordered in 2023

I ordered (2) XPS 15 laptops on December 2, 2023. The scheduled delivery date was December 15, 2023. 2 weeks was longer than I was expecting, but it is what it is. When that date arrived, Dell pushed the delivery date back. Then they did it several more times, all the way to February 20, 2023.

Then when I was checking the status of the order online, it showed it was cancelled in early Feb 2024. Dell never notified me they cancelled it. The laptop configuration I ordered was still available on their website... why would they cancel it?

We called Dell, and they apologized and put in the same order for the same price. They said it would be expedited, and the delivery date would be February 28, 2024. Needless to say, that was just a false promise, just like the next 9 estimated delivery dates they failed to meet for this latest order. Now the estimated delivery date is May 31, 2024. In total, I'm now on my 14th estimated delivery date, with no end in sight.

We've called Dell, and they said that the Order Modification Team would contact us...  they never did.

I chatted online with Dell, and they said the Order Modification Team would contact me within 2 hours... a week later and I still haven't heard from them.

I've contacted a Case Specialist, and they were of no help and they closed the issue, even though the problem is ongoing. All they would tell me is that it's "In Production" and the estimated delivery date, the information I already can see by logging into my Dell account. They would not answer any specific questions.

I checked frequently throughout this whole ordeal to make sure the laptop configuration I ordered was still even an option on the website, and it showed that it was. However, within the last month, my configuration no longer shows as an option on the website, so I'm not sure they're even making it even more. I've asked Dell several times if my configuration is still available anymore, and they won't even respond to the question.

Dell... you've dropped the ball on this order. I've been more than patient. Please help me get the laptops I ordered last year.

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May 25th, 2024 23:16

I just checked my e-mail and it looks like Dell has cancelled my order again. I then called the Sales Department to see what they could do to fix things. They just said to reorder, not offering any discounts for all of the problems over the 6 months. Really Dell? Great customer service.

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23.6K Posts

May 25th, 2024 23:43

This model has been replaced by the XPS 16, so it's going to be in limited supply (the new model was released early this year, so even when you made the initial order, production of the outgoing XPS 15 was likely winding down).

If you still want the XPS 15, there are two models still listed on the Dell US website.  One has Intel Iris XE graphics and the other has Intel Arc 6 graphics.  If one of those two is suitable, you can order one.  No other configurations show available, at least not as new systems at this point.  And even those may be in very limited supply.

Otherwise, shop the XPS 16 model, or look at a competitor's model.

(edited)

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May 28th, 2024 20:01

If it was winding down, then why did they continue to offer the exact configuration I ordered for the next 4-5 months on their website? They strung me along for 6 months and when I asked if they were still building that type, they refused to answer. Horrible customer service. 14 estimated delivery dates with the order status stating "...and is on track to meet the estimated arrival date." Obviously that wasn't true. I just wanted the items we agreed upon back in December. I don't want the much less capable XPS 15s that they're currently offering (and who knows if they'd actually deliver those either), and I've heard bad things about the new XPS 16 models.

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May 28th, 2024 20:08

And why is it that no one from Dell-Cares has responded to this? Other people's issues posted several days later have received attention, but not mine.

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June 8th, 2024 16:39

Still waiting for a response from Dell-Cares.....

10 Elder

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23.6K Posts

June 8th, 2024 16:56

They can't offer a product that's no longer being made, simple as that.  If you don't want the XPS 16 model, then start looking at other manufacturers' products.  Dell is not the only notebook manufacturer in the world;  you have many other options.

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June 11th, 2024 18:09

ejn63.. I've been trying to get a response from Dell, not from you. Both of your posts just state things I already knew. You're not adding anything of value. I'm just trying to get information directly from Dell, so if you don't work for Dell and don't have access to my order history, then kindly refrain from replying. FYI... I already ordered XPS 17s 3 weeks ago. They're supposed to arrive in the next couple of days, but I'm not counting on it. The order status doesn't show them built yet, so I'm expecting them to be delayed as well. Also, that XPS 17 configuration (a standard configuration) I ordered now shows up as "out of stock" on their website, so now I don't know if I'm going to be reliving the last 6 months of frustration with this latest order. Oh... and as for your "They can't offer a product that's no longer being made..", please tell Dell that. That's precisely what they did for months.

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