Hi stansrs,

Thanks for posting.

Apologies for the delays in processing your order.

Dell does not start building computers until the customer orders them. There are not pre-built systems sitting on shelves in a warehouse somewhere.  The manufacturing facility is located overseas, so it does take some time to build and ship.  Occasionally if a vendor can not supply the parts fast enough to meet demands, there may be a delay. It appears this may have been the case in this particular order.  Also, the manufacturing facility will be closed for the Corporate Holiday

I was able to get them to locate your order information, and it does show that your Premier plan entitles you to expedited shipping, so once the computer is built it will be sent with upgraded shipping. I've been told that there was a parts delay with this particular model Alienware, and the revised Estimated Delivery Date for your order is now December 29th.  Estimated dates are just that "Estimated", things can happen faster or slower, depending upon circumstances.  Additionally, the delivery company can experience delays due to weather, which can change the Estimated Delivery date as well.

Hopefully this information is helpful. If you need additional assistance, please contact me privately. I'll be out of the office from December 21 to January 3, but you can also reach our team by contacting us on Twitter using the handle @DellCares.  Thanks.  

A quote formDell.com "Ships same day if ordered before 2 pm CST / CDT Monday – Friday" If added to a cart it also says it can be delivered to my home this week before Christmas--before I wrote this I checked to see if it's still there, it is! 12-20-2016

I don't know about your "overseas" facility and frankly, I don't really care. I don't care if it is coming from real aliens on the Moon. If your company says it will ship same day, then why aren't they honoring that!

Robert, I know you're just trying to do your job. But come on man seriously. Even if you don't acknowledge it you have to see the hypocrisy here. Dell says it will ship the same day! I have ordered and paid over a week ago, yet mine has not yet shipped--to me, just a dumb consumer, it would seem someone is bald-face lying. 

Look I get it, you have to make a living. I know you're just "doing your job" and that really you probably couldn't help me get Dell to honor their customers even if you really wanted to.

All I want is the TRUTH! I really don't mind patiently waiting even if I don't get it by Christmas--I can even see how not ordering sooner could be my fault, even though Dell said they would deliver. I understand life happens things get messed up, even with the best of intentions.  

BUT what really gets me first up is a company lying or giving misleading information to its customers and then acting like there is no problem--to the point where they pay people like you Robert to be their apologist.

So again, I am looking for a REAL customer support specialist. Someone who truly values the customer and understands the importance of excellent customer service. 

Do they still exist at Dell? Time will tell.

Robert and the rest of the liaisons,  The delay is not the angering part of the exchange with Dell.  The communication from Dell about the delay is the issue at hand.  

You guys can see just as well as I do from all of the posts on this forum and the Alienware one, that Dell is not communicating with it's customers about anything.  Order Support is worthless, and that is why everyone with recent orders is posting here and on the twitter handles.

I completely agree. 

I just got off the phone with "customer service". They gave me new information, evidently, I am now on a "quality hold" and the rep and their supervisors are going to "do everything they can" to get it shipped "this week". 

I told them, thank you and then asked: 

Why is it that I can currently go on Dell.com and look at the Aw 15R3 and it says same day shipping. Because I ordered over a week ago, why can't you send me one of those "ready to ship" units and put mine that is apparently missing parts, on a shelf?

The rep told me that I was not the first to ask that. They said that Dell is making it extremely difficult for them to do their job effectively by false advertising on their website.

From the rep: "Personally, I feel, it is not right how they are currently treating their customers."

And while acknowledging that they do not have control of this, they were going to do everything they can to help.

Now, I know these are real people just trying to do the best they can given the poor circumstances in which Dell is deciding to handle an unfortunate matter--and I will take it with a grain of salt. 

I could tell, that while speaking to the rep they understood. However according to them: they do not have any real power to effect change for the better.

I was advised and encouraged by the support rep to email: US_CustomerCare@Dell.com and report my experience.

I don't know if that is rhetoric or good advice, but I too encourage those suffering from poor customer service to continue to share and email  US_CustomerCare@Dell.com 

I too heard about the Quality hold on my laptop.  Once it was mentioned, it was never mentioned again.  I them heard that part numbers had changed due to a part constraint.