What's 'In Shuttle'?

Question

Hello everybody

Dell is sending me a new laptop as a replacement for my current damaged one. The order was received, confirmed, and processed on January 18th, 2022. It said the estimated delivery date is January 28th, but on the website "Order Status" it says it's still "In Production". Then, the delivery date is delayed to February 3rd, 2022. I emailed Dell, and the person replied that my laptop is finished production and currently "In the shuttle stage". It has not been handed over to logistics (Purolator), and there won't be any tracking details until then.

My concern is what exactly is the "Shuttle stage"? Does it mean that the laptop was out of manufacture in Asia and on a ship to North America?

I'm in the trade business myself so am fairly familiar with global shipping. If the laptop is on a ship crossing the pacific, it'd take months for the containers to land, and then some more time for customs processing before going to local dispatches. There is huge congestion at the docking ports due to covid and staff shortages...

I don't want to make a guess. So I'm wondering what exactly is "In the shuttle stage" and what is the realistic delivery date for my laptop? My current damaged one is becoming worse that it's affecting my work. I'd really appreciate and benefit from it if I can receive my new laptop asap.

Anonymous · Answer

I am going on my second order/attempt to get a new Alienware PC. Exact same experience as described in this and many other threads. Same copy/paste excuses about the delay...one day it's video cards back ordered, next day it's the side of the case, the next day it's "shipping material" and my order never moves in to "production".

Given the massive number of threads about this very same issue, it seems there is very little we can do... my only suggestion to anyone would be to file a complaint with the Texas Attorney General's Office's Consumer Protection division. This is what I am doing as of today. You can use the link below to file your own complaint. Hopefully if enough of us do this Dell will either stop lying or start delivering...

http://txoag.force.com/CPDOnlineForm

Freemaysin · Answer

They let you keep the damaged one, until the replacement arrived?
What ever came from this, if you are still using this. I got a damaged one Jan 28th, was told to send it back within 10 business days and that i'd receive my replacement within 8 business days. I already got the damaged one back to dell, and I was told the EXACT same thing you were. Estimated ship date is now Feb 8th, and I'm almost positive i'm out of luck

groggyMANDO88 · Answer

I received my new laptop on the 26th of December 2021. I then realized there was a problem and brought it back to the shop for a warranty claim on the 5th of January 2022. Dell's technician diagnosed that the laptop had a faulty motherboard and requested a new one from Dell HQ.
16 days later on the 21st of January, they informed me to retrieve my laptop from the shop. Guess what? They messed up the order and actually downgraded my laptop specs like my processor(supposed to be i7 but got i5 instead) and memory(had 16GB but got only 8GB). They then proceeded to log in another request on the basis that the motherboard given was not of the right specs.
On the 26th of January 2022, the new motherboard arrived. Turns out they sent out the exact same motherboard(not the specs that I paid for) AGAIN.
After further discussions with dell support, they agreed to send over a completely new laptop while letting me use the "downgraded version" of my laptop. Today is the 17th of February 2022, and the latest update given to me was that it is "In the Shuttle Stage".... What does this mean???
So far I have gone to and fro the shop a total of 6 times, and the problem has yet to be solved. I am a student and will be leaving for university VERY SOON. Dell, can you guys please speed things up a bit?

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What's "In Shuttle"?

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