XPS 9000 and XPS 8000 delivery delay issues

I agree that it doesn't say much for a company if they cannot keep up with their demand. On the business side of things I've been able to buy machines other than the high powered Studio XPS systems and have received them much faster than expected. Actually the most recent purchase was from the home site (got lost on dell.com or something) and it was the fastest shipment I've ever received from Dell. Just received the latest this last Wednesday.

The fact that they called you should count for something. I've worked for several companies and very few of them are able to offer the level of service that Dell does. 

I have had my aggravations with Dell myself (They probably know me by name). I just think that maybe we're giving them a hard time for a backorder when maybe we shouldn't be. Back orders happen even to the best companies. It becomes very apparent in this situation because the computers are made to order. If they were prepackaged on the shelf you would never notice the empty shelf. 

I just called order status/customer service. Dell is getting a lot of calls from people due to order status. There have been a lot of orders placed for the Studio XPS systems. This is probably due to the recent release of Windows 7 coupled with the nice i7 processor options at a nice price. They are simply having a difficult time keeping up with orders.

If your system is taking to long and has been delayed to many times then you have the option to cancel the order. One of the first things they asked when they looked up my order is if I want to cancel the order or keep waiting. I'm not going to cancel.

Since this is a problem affecting a lot of customers they probably won't be very willing to offer upgraded shipping. This costs Dell money and they are trying to keep costs down so they can offer great systems, like the ones we have purchased, at low prices.  

Whatever you do, be nice to the reps you speak with and don't waste their time. They are people that have jobs just like you and I. You get more from them when you're nice. Trust me, I've been on both sides of the phone. (I don't now and have never worked for Dell. I worked for another company.) 

The fact that they called you should count for something. I've worked for several companies and very few of them are able to offer the level of service that Dell does.

you must've worked for some really nasty companies. if you want top notch customer service, go with Apple or HP. Right now, Apple is offering a Mac with the i7 860 cpu!! 

Finally received my XPS 9000 today (ordered Oct 19).  It  had a couple of minor issues:

(1) The bottom drive door (the empty one that slides downward) was badly miss-aligned.

(2) The blue-ray DVD drive kept ejecting the tray over and over.  It wouldn't stay closed.

Both were fixed by removing the front panel.  The miss-aligned drive door is on a track, that can be adjusted, but obviously wasn't during build.  The problem with the blue-ray drive had to do with the plastic extension eject button (to the right of the flip down door) that presses on the drive's real eject button.  The drive's eject button was jammed up against the plastic extension button, which kept the eject button pressed all the time (no wonder it kept opening).   I noticed that the blue ray drive was protruding out just a little further then the other DVD drive.  Since you can't adjust the position of drive much, I had to modify the plastic extension button with an Xacto knife (to make it shorter).  Problem solved.  I still don't know what's different about my computer that makes this eject button an issue in the first place.

I haven't seen photos of the box and contents, so here it is.  The 9000 is covered with protective plastic on the front and top that has to be peeled off.

Spaz888, I've worked for several companies two of which I would call good customer service. Apple has excellent customer service though I have had times that they weren't familiar with their own product. I do not feel that HP does. I called HP regarding a printer and they wouldn't talk to me until I presented them with a receipt that proved the unit was under warranty. With Dell I haven't had that problem because they can look it up in their system. 

I guess it comes down to personal experience. But I'll say again, I've had my runarounds with Dell but I think they do a pretty good job on the whole when you compare them against other companies.  

The Core i7 860 CPU comes in the iMac for no less than $2200. That's twice what I'm paying through dell for a full desktop with an i7 920. I'd love a mac but I just can't afford it.

NOTE: I have not worked for Apple or HP either. 

Not hat I bought a system, but this seems bad too...

I ordered a 1.5 TB USB HDD on October 29th.

It was supposed to be delivered on Monday, November 16th.

Today is Friday, November 13th and I got an email from Dell stating the order has a new delivery date of January, 26th 2010!!!

What is going on at Dell that they can't even ship a pre-boxed hard drive on time?

Too much of the "run a lean inventory" mentality.

This is going to upset folks and chase off many, many customers.

Consequently, I cancelled my order for the HDD letting them know 3 months is a ridiculous wait.

Hi all troubled Dell customers,

Just a quick update on the issues people are having with these other Dell computers.

Mine actually turn up yesterday but it wasn't easy to find out why it was delayed. A little bit of history to remind you what has happened so far.

I ordered my computer on the 10/22 and it was meant to be delivered on 11/4 but on the 11/3 in was delayed untill the 11/24 with no reason.

After a few hours on the phone to customer care they couldn't tell me why it had been delayed, which is a bit mad. After a lot of complaining on this forum, with still no repsonse from Dell (apart from some power mad forum guy removing posts) I decided to look at other channels.

Madly enough I ended up complaining via Twitter and actually got some response. In the end I spoke to a manager from the europe area and he chased up my order and told me that some part was on order and was coming in stock on the 11/11. Come the 11/12 my computer was on my door step.

I believe this all links back to the i7 core being back ordered and its hitting Dell quite badly in the customer care department. The thing I can understand is that not only did I have to speak to a manager to get the same information that anyone in the customer care department could of quite easily of told me but I had to do it via a third party application (Twitter).

I couldn't be happier with my computer and now it has turned up, I can put this all behind me, I still have questions in reccommend Dell in the future to people I know but what I can say is the product and price is excellent but the customer care is one of the worst I have every delt with.

I hope you all eventually get the products you are waiting for and will be as happy as I am now that I don't have to deal with the customer care department.

Regards

Pete

I ordered my system on Nov. 1st and my Delivery Date says Nov.30th...and I'm expecting this to go out further.

We have been experiencing major delays on all orders from Dell at my office as well. Systems that usually took two weeks to get to us are taking a month, a recent laptop order was cancelled by Dell without notice to us and had to be reordered. We ordered two LCD monitor arms on Nov 2nd that are still "in production" and haven't even shipped yet.

Joe

It troubles me that they can't even ship a hard drive within 3 months.

Yesterday, before knowing about the HDD shipping delay, I ordered  2 laptops, so I'm worried about them, as they're Christmas gifts. Estimated delivery date on those is December 3rd.

I just noticed that the order status for two of my orders when from In Production to Shipped or Shipping Prep. Both of these orders I had received notification of delay. The first order was a Studio XPS 9000 and it was delayed a week from the expected date and the second was a printer that I ordered just a day or two ago. I guess I'll find out next week if the wait was worth it for the XPS 9000. 

Based on a previous post to this thread it seems that the bottle neck may be clearing up a bit?

Powershilango, I would assume that if the monitor was purchased as part of the package with the computer then it would. Otherwise I wouldn't count on it. The monitor comes only with a VGA cable. I'm not sure about the computers though.

The saga continues. Just a quick recap - I ordered an XPS 9000 on 10/18 with a ship date of 11/12 which was pushed back to 11/19. I just checked my order status and it has been delayed now to 11/24, despite the fact that Dell customer reps assured me that I would have the PC on or before 11/16. I did not receive an e-mail notification about the delay - if I had not checked the order status, I would have never known. This really is a nightmare.

After reading all these bad experiences, I thought I should share mine that wasn't so bad (at least not yet).   I order a Studio XPS 8000 w/ core I7 on 11/6, and the original estimated delivery date was 11/25.  I checked my order status, and it says that my order was shipped on 11/13 with a tracking number and a new expected delivery date of 11/18.  If it gets here by then, I will be quite pleased.  They didn't send me an email telling me it had shipped, even though I had requested it.  Other than that, no complaints here.

It took me about 12 hours after they listed a tracking number for an e-mail to show up.