XPS 9000 and XPS 8000 delivery delay issues

I was going to post the same question you did. I have been having all of the same issues as everyone else. I ordered my XPS 8000 11/13. Standard configuration offered at that time with the additon of Microsoft Home Office software. I was given a 12/4 delivery at time of order and have been pushed back every week since. It is now scheduled for a 12/29 delivery. Not once did I receive any kind of delivery delay email  or an email asking if I wanted to cancel after so many delays. The only way I found out new infromation was by calling and waiting on line for up to 55 minutes at a time. Two weeks in a row I was given the "your system is in the final stages of production" run around.

I have found the customer service reps to be totally unhelpful and sometimes rude. I have supposedly spoken to a Manager a couple times and got no where.. I have been a loyal Dell customer for many years and have bought thousands of dollars worth of equipment from them. This whole experience has left me feeling that this company is in real trouble or have really lost their emphasis on the customer. I have always felt Dell offered a quality product with great service but no more.

Has anyone who ordered a XPS 8000 around 11/13 received theirs?

I ordered a XPS 8000 on 11/09 with an original EDD of 11/25. Yesterday I called and was told it was delayed for the fifth time and was now 12/28. Last night I received a follow up call from a Customer Care manager that I spoke with last week and it showed a status of shipped. Today I have Fedex tracking numbers and it is set for delivery on this Friday. I'll let you know if it actually arrives.

As a side note to everyone following this thread I spent over 3 hours on the phone yesterday with as many managers as I could possible get a hold of and got no real answers. First I was told there is no backorder on anything, then it was the chassis, then the processor (I ordered the i5) and finally the Blu-Ray player. While I was on hold I also became a fan of Dell on Facebook and posted on there how disappointed I was with how poorly I was being treated. I received 3 separate private messages via Facebook asking for my email address and customer/order number so that someone could look into my order and find a resolution for me. Seems like it took a little more of a public forum to get the right people to respond.

IF YOU WANT TO CANCEL YOUR ORDER, listen up: Don't let these jokers at Dell give you the runaround about not being able to cancel your order, because they are straight lying and they know it!  Even if your order has a status of "In Production", you are still able to cancel it.  I myself have done so successfully, and so have others in this thread.  Please call this number: 1-800-247-2076.  Make sure to ask to speak with the supervisor, because the subordinates will give you the usual trash about not being able to cancel it.  They'll likely not want to turn the phone over to him, but if you're persistent enough, they will. Don't let them trick you into paying for a system with NO EXPECTED DELIVERY DATE.  Don't believe those updated EDD's, because they are just an attempt to keep your immediate hopes up.  Your money is likely to be tied up with them for months, as some of the people here can attest, and that's absolutely ridiculous when there are so many other alternatives.   1-800-247-2076   <====== Again, call this number to cancel your order!

Odered 11/26 (Thanksgiving), original EDD 12/16, "updated" EDD 1/5

I won't be canceling my order either so everyone please cancel your orders so nicoledi4ne and I can get ours sooner.  Thanks,

Don't waste your time.

Ordered Placed:  Nov 15

EDD: 12/4

2nd EDD: 12/11

3rd EDD: 12/18

4th EDD: 12/29

I canceled my order on 12/15 and bought a XPS 8000 refurb with the same configuration.  It has already shipped and will be here 12/18.  Saved $400.

It looks like my system might have shipped (XPS 9000).

My history:

Ordered 11/26, EDD 12/17

On 12/12 EDD was updated to 1/13 (no email).

On 12/13, Order status showed "Delivery Preparation", Order details showed "In Production", and Order summary showed "Shipped".  EDD still was 1/13.  Called automated order status, said shipped on 1/7 (not a typo!) with EDD of 1/13.  No tracking number.

Today (12/16) I used my order number as a reference number on FedEx's site and saw that my order had been shipped on 12/14 and is expected to be here on 12/17.  Order details on Dell's site has not changed.  (still says In Production, Not shipped, EDD 1/13).

I've checked UPS and FedEx's site daily and this is the first time I've seen something. 

So in summary, it looks like we will get the system the EXACT day as was originally estimated.  Not sure why the EDD was ever changed to 1/13, but am happy.

Steve

UPDATE:

My Studio XPS 8000 has finally shipped after about...8 or so delays.. I originally placed the order on 10/21 and was on the verge of canceling. EDD 12/21, so..just in time for xmas... although i feel relief, it has been a painfully frustrating 2 months waiting for a machine that should have taken 2 weeks tops. Best of luck to all that ordered this machine, i hope its worth it.

this was my config, everything else stock:

Awesome, it looks like the XPS 8000's are getting shipped out now too.
Even though it's pretty ridiculous, these waiting times, especially for the ones who have ordered in October!
But I think it will be completely worth it.

frankencowx, what was the build of your XPS 8000?


LaruscoB, hah ha, I know right?
If my EDD of 12/22 doesn't change, I'll update here, let everyone know.
I'm hoping the GTX 260 is worth it

nao_5F00_04, I prefer new- I don't think I'd be able to handle a refurbished build. A moniter perhaps, but that's close to it.

frankencowx, Best of luck but dont forget us.  Let us know how things go.

i will i promise... ill tell you whether or not hanging on is worth it..

frankencowx,

Best of luck but dont forget us.  Let us know how things go.

Sad we never get any answers on when, who, or why. 

Dell does have a custom case that you can't put another MB into so I think that must have been the delay.  I ordered my system on 11-13 but after all the this i CANCELED my order.  Bought all my parts I needed off newegg on sunday and will be here tomorrow, 4.99 shipping.  If DELL known when It was shipping or I would get it before the date then I prob wouldn't have.

I would love to know what the delay was and how they can handle it in the future, might make me a DELL customer again.  My last XPS GEN 4 lasted me 5 years and still ran with the best of them!

Here is an update on my order.

11/24/09 - Ordered XPS 8000. Received email giving estimated shipping date of 12/9/09 and estimated delivery date of 12/15/09.  Status has been "In Production" ever since.

12/10/09 - Received an email giving a revised estimated delivery date of 12/22/09.

This morning I received an email stating that the order has been delayed again with a revised estimated delivery date of 12/31/09.  This email requires that I contact Dell within 24 hours or the order will automatically be cancelled.

Order Update:

Order Date 11/19/2009

Original EDD 12/08

First delay 12/15 (received 12/03)

Second delay 12/22 (received 12/10)

Third delay 12/29 (received 12/17)

I guess I'm just going to wait it out.. Wanted to have a computer for Christmas but even if I cancel now and order something else online, it won't be here by then.. I've read that some have already received shipped notices so I'm hoping that they have finally started shipping the systems to us.. Good luck to everyone else and Merry Christmas :emotion-51:..

My configuration:

1 224-6177 Studio XPS 8000
1 317-2644 Studio XPS 8000, Intel Core i7-860 processor(8MB Cache, 2.80GHz)
1 317-1680 6GB DDR3 SDRAM at 1066MHz-2X2GB/2x1GB
1 330-3828 Dell Consumer Multimedia Keyboard, US
1 468-9479 Dell 20 inch ST2010F Widescreen Flat Panel
1 468-4491 $25 Dell Promo Gift Card - Arrives in 6-8 wks, carries a 90 Day Exp. Dell.com/giftcard
1 320-0839 512MB ATI Radeon HD 4350
1 341-0277 640GB Serial ATA II Hard Drive 7200 RPM
1 330-4490 Dell Resource DVD with Application Backup
1 420-6576 DELL WELCOME,Software Dimension/Inspiron
1 420-8873 Dell Dock Consumer
1 420-6436 PC-Restore, Dim/Insp
1 421-0323 Windows Live Search,Multiple User Interface
1 463-2282 Dell Owners Manual installed on your system,click on icon after system set-up to access
1 330-6097 You have chosen a Windows 7 System
1 421-0092 DELL-DOWNLOAD-FLAG
1 421-1603 Genuine Windows 7 Home Premium, 64bit, English
1 330-3826 Dell Studio USB Optical Mouse
1 410-1867 ADOBE READER 9.0 MULTI- LANGUAGE
1 313-8760 16X DVD+/-RW
1 313-8757 Roxio 10.3, Easy CD & DVD
1 421-1412 Cyberlink Power DVD 8.3 Playback
1 313-7186 Integrated 7.1 Channel Audio
1 313-6138 No Speaker Requested
1 410-2152 McAfee SecurityCenter with anti-virus, anti-spyware firewall, 15-months
1 412-1397 No Productivity Software requested
1 950-3338 2 Year Limited Warranty
1 903-6378 Dell Limited Hardware Warranty Plus In-Home Service [after Remote Diagnosis], Extended Year(s)
1 903-6497 Dell Limited Hardware Warranty Plus In-Home Service [after Remote Diagnosis], Initial Year
1 903-8741 Banctec Next Business Day In-home Service after Remote Diagnosis, 1 Year Extended
1 904-6080 Next Business Day In-home Service after Remote Diagnosis, Initial Year
1 420-8878 Software, Soft Contracts Dell In-Home
1 902-0931 Dell Limited Hardware Warranty 7X24 Technical Support, 1 Year Extended
1 960-8700 Dell Limited Hardware Warranty 7X24 Technical Support, Initial Year
1 988-7707 2GB DATASAFE ONLINE 1.1 FOR SDO/DIM/INS/XPS
1 420-9518 DATASAFE ONLINE 1.1 2GB
1 988-0099 To activate your online backupaccount, go to Start, Programs, DataSafe Online
1 330-0172 S and P Drop-in-Box Marcom forDHS Desktops
1 421-1348 Dell Software,Napster-Link
1 600-0040 State Environmental Fee for display 15 inches, less than 35 inches

Hi All,

New to the forum, but have been given a similar runaround since I placed my order on 11/16.  Most recently, yesterday I had to verify that I didn't want my order automatically cancelled.  Ship date as of yesterday had been pushed to 12/23.  Woke up this morning to a nice suprise.  Order shipped.  I don't have my tracking numbers yet, but it now lists tomorrow as delviery date.  I guess I raised enough of a stink to get them to expedite the shipping!  My order was for an 8000 with the i-5, 8gb RAM, and the 750 hdd.

This whole experience has proven that patience is a virtue. I ordered my XPS 8000 on 11/17, and two phone calls and two emails later it looks like it shipped today: exactly one month to the day after I ordered it. Even though I've been waiting longer than some of you, I don't feel as wronged because at least Dell was up front with me from the beginning; my original EDD was 12/23 and the updated EDD today is 12/24 -- only delayed by one day. The computer in question is a Christmas present, so getting it by the 24th is very important to me. I don't know if my persistence in tracking the order made a difference, or if I'm just "luckier" than average.

My first call was to the generic order support number at 1-800-624-9897. I was on hold for a half-hour, only to be connected to a woman in India who I could barely understand over both her accent and the copious amount of background noise (I'm hard of hearing to begin with). After getting no satisfaction from her, I email the customer support address. I eventually got a pro forma response from Lawrence in Manila, Phillipines who was very polite but basically just told me how to visit the order status page for me order -- something I'd already been doing several times a day since December rolled around. I had better luck yesterday with the 1-800-247-2076 number posted by aquialfog earlier in this thread. Even though I didn't want to change my order, I hit option 2 and was speaking to a real human being within 10 minutes. Judging by his accent, I'd say he was based out of Mexico and the background noise was FAR less than the 9897 number. He was very helpful clarifying some issues and tracking down more information about my order. If your order status page doesn't allow you to click on the Estimated Delivery Date, call the 2076 number and ask for the estimated ship date. This way you have a more tangible date to judge them by.

I was expecting to be delayed until January, but to my surprise he told me it was scheduled to be shipped out on the 17th. Sure enough, when I got up this morning the order details page still had it listed as "In Production" but both the "My Account" page and the "My Order Status" page had it listed as shipped. Within the last hour or so, the order details page caught up.

My credit card still hasn't been charged, and the Carrier and Tracking Number fields are both listed as "Data Temporarily Unavailable" so I'm almost wary of jinxing it. I'll let you know once I actually get a tracking number.

My configuration:

Quantity	Item Number	Description
1	224-6177	Studio XPS 8000
1	317-2643	Studio XPS 8000, Intel Core i7-870 processor(8MB Cache, 2.93GHz)
1	317-1683	8GB DDR3 SDRAM at 1066MHz-4x2GB
1	330-3828	Dell Consumer Multimedia Keyboard, US
1	468-9480	Dell 23 inch ST2310 WidescreenFlat Panel
1	468-4492	$50 Dell Promo Gift Card - Arrives in 6-8 wks, carries a 90 Day Exp. Dell.com/giftcard
1	320-1159	nVidia GeForce GTS240 1024MB GDDR3
1	341-0234	1TB Serial ATA II Hard Drive 7200 RPM
1	330-4490	Dell Resource DVD with Application Backup
1	420-6576	DELL WELCOME,Software Dimension/Inspiron
1	420-8873	Dell Dock Consumer
1	420-6436	PC-Restore, Dim/Insp
1	421-0323	Windows Live Search,Multiple User Interface
1	463-2282	Dell Owners Manual installed on your system,click on icon after system set-up to access
1	330-6097	You have chosen a Windows 7 System
1	421-0092	DELL-DOWNLOAD-FLAG
1	421-1603	Genuine Windows 7 Home Premium, 64bit, English
1	330-3826	Dell Studio USB Optical Mouse
1	410-1867	ADOBE READER 9.0 MULTI- LANGUAGE
1	313-8211	Blu-ray 6X BD-R, DVD+/-RW Drive with DVD+R double layer write capability
1	313-8757	Roxio 10.3, Easy CD & DVD
1	421-1412	Cyberlink Power DVD 8.3 Playback
1	313-7186	Integrated 7.1 Channel Audio
1	313-6138	No Speaker Requested
1	410-2153	McAfee SecurityCenter with anti-virus, anti-spyware firewall, 24-months
1	420-8103	Microsoft Works 9.0, English
1	950-3338	2 Year Limited Warranty
1	903-6378	Dell Limited Hardware Warranty Plus In-Home Service [after Remote Diagnosis], Extended Year(s)
1	903-6497	Dell Limited Hardware Warranty Plus In-Home Service [after Remote Diagnosis], Initial Year
1	903-8741	Banctec Next Business Day In-home Service after Remote Diagnosis, 1 Year Extended
1	904-6080	Next Business Day In-home Service after Remote Diagnosis, Initial Year
1	420-8878	Software, Soft Contracts Dell In-Home
1	902-0931	Dell Limited Hardware Warranty 7X24 Technical Support, 1 Year Extended
1	960-8700	Dell Limited Hardware Warranty 7X24 Technical Support, Initial Year
1	988-7707	2GB DATASAFE ONLINE 1.1 FOR SDO/DIM/INS/XPS
1	420-9518	DATASAFE ONLINE 1.1 2GB
1	988-0099	To activate your online backupaccount, go to Start, Programs, DataSafe Online
1	330-0172	S and P Drop-in-Box Marcom forDHS Desktops
1	421-1348	Dell Software,Napster-Link