XPS 9000 and XPS 8000 delivery delay issues

Since XPS 8000s are no longer in production I guess mine is now a "collectible" and worth more. :emotion-4:

Addressing the theories of why Dell stopped producing the XPS 8000, it doesn't make much business sense to stop producing a product that is selling "too well" or is "backlogged" so I doubt that's the reason.  No business person would say, "we're selling too many of these.  We have to stop!" ...IMHO

What delay, I am sure whatever delays accure at this point won't be longer than end of the Jan. I have no problem waiting I will complain as much as I can to as much organization out there to make sure next time Dell is helping their customers instead of turning their backs on them.

Dell, I am all for it! Bring it on!!!

@nimche - I hope she wasn't calling to tell you about another delay.:emotion-41:

TDB53,  I think they are coming out with the 8100.  I was checking for updated drivers to my 8000 and Dell's driver website asked if I had a "8000 or 8100."

FYI everyone, Dell's  website told me "there were no new updates" for my 8000 when i was checking for updated drivers.  The video driver that came with my 8000 was dated 07/09.  I then checked nvdia's website and they did have an updated driver dated 11/20 for the GT 220 and others. 

Guess what?

Last week when I talked to a Dell Customer Service, she said that she will follow up and call me back on Monday. She actually called today while I was in a meeing but the message was not clear, I mean I couldn't understand what she said but she said that she will call back.(MY UNIT IS STILL IN PRODUCTION)

@ Bama.  I wasn't saying they stopped producing, I said they stopped taking new orders. From a business standpoint you don't continue to sell a product that you cannot deliver.  My guess is that they either reached the limit of what they can produce because parts are not available, or, more likely, they are getting ready to roll out a new model, the 8100 that is replacing the 8000.  Intel is set to release the new chips that will be the upgrade to the i5 and the 800 series i7s, so, that will probably be what will be offered in the new model.  Whichever, they have said for some time that the XPS 8000 would stop being offered on 12-31-09.  We all thought that just meant the end of the sale price, but, apparently that meant the end of the availability of that model. 

Also, they have quite an inventory of 8000s in the Dell Outlet that they need to sell.

Only four PC left in Dell's Outlet? It was 7 in the morning.

NULL

Thought I'd mention that my HR Rep was told (just after I cancelled my order) that the hold up was the xps-8000 chassis, supposedly they ran out.  Could be another excuse but that's what they're saying ...  good luck all.

Sure, and that what I thought about the whole getting rid of the XPS 8000 but that didn't really caused the delay as I have seen people ordering after me and got their units so that is not the case for older orders.

For Chris...

Just as a way of providing polite and hopefully informative customer feedback from a Small Business customer who has been using Dell computers in his companies since the late 80's.

ORDER HISTORY

I had two 8000's ordered at the end of October. Two delays received. Then in last November I received a notification that the configured Bluetooth option was invalid on these machines, and was asked if it was OK to build them without this option. A 'yes' was provided for both systems.

Then, both orders were cancelled. New orders were created, apparently at the back of the queue. New EDD of 1/15/2010. That's 2.5 months after the initial order.

I then cancelled the orders for both Dell systems. Comparable systems (HP Elite 7000's with the same processor, memory, and better graphics card) were ordered for $250 less money per system ($500 savings). The HP Elite's were received in 10 days and are now up and running.

SUMMARY & MORALS TO THIS STORY

In dealing with Dell through this process, I interfaced with 7 non-native english speaking persons (with varying degrees of English abilities) and was lost/disconnected 4 times in telephone call transfers. I was extraordinarily polite and cooperative through each phone call, but did not feel as though a single Dell representative cared for me as a customer, or about delivering a quality product on time. I exchanged approximately 8 emails with Dell representatives. Cycle times on the email responses were from 26 to 39 hours...not 'quick' by any measure.

As a Small Business customer, this negative Dell customer service experience has been very new to me. Previously, Dell Small Business customer service has been top notch - even when unforseen problems caused delays.

In dealing with HP, I spoke with native english speakers located in the US. Order processing was prompt, courteous, and efficient. Communication was smooth and flawless. They were even able to up-sell me on an option I had not configured on the two computers (that is unusual for me). Delivery status was sent periodically, and I was able to see my system being built with much greater detail than simply "In Production". (However, the delivered HP system was not packed as well as Dell machines are typically packed for shipment.)

Until HP gives me reason to switch, my future computer orders will not be going to Dell. I will no longer recommend Dell to my business associates and business owners. I will no longer recommend Dell to my friends and family members. This is a shame as over the last 22 years I have found your products to be top-notch. However, Dell must get a handle on customer service. This might include the following suggestions:

• Connect production's forecasts with the ordering funnel and sales channels. Be honest about your ability to deliver computers on a particular date. If production's forecasts are incorrect, identify the accountable party and and correct the forecasting problem.
• Forecast NTE delivery dates with three-sigma confidence. Delivering early is fine...just don't be late!
• Provide native English-speaking personnel as your front-line contacts for customer service - at least for Small Business. This provides the opportunities for up-selling and can help prevent alienating persons who are short on time because they are busy running companies or IT departments.
• Do not provide the ability to configure computer options on web-configured computers that are not valid configurations.
• Above all...listen to your customers - even the angry ones. They have become angry for reasons they perceive as valid. Eliminate these reasons to the best of your abilities. You cannot prevent angy customers, but you can decrease their numbers. The fewer you have, the more resources you have available to mitigate problems.

Based on my recent experience, HP is providing a comparable product with significantly better customer service at lower price. That does not bode well for Dell's future market share.

Chris, thank you for at least monitoring this forum. That gives me hope that one day Dell will learn and move back up to being the #1 supplier of computers here in the U.S. I hope one day I have reason to return to Dell as my primary supplier of computers again.

Chris, thank you for at least monitoring this forum. That gives me hope that one day Dell will learn and move back up to being the #1 supplier of computers here in the U.S. I hope one day I have reason to return to Dell as my primary supplier of computers again.

Second That!!!

@lostinfog I agree with almost everything you say, but, I have to tell you that I came back to Dell...

Thanks for the input. I'll keep my eyes and mind open. It sounds like we'll have to re-evaluate each time there's a new batch of computers to be ordered!

As of Noon Pacific time on 1/4 there were 17 XPS 8000s in Dell Outlet, under "Home and Home Business", they must have added all of the order cancellations that came in today!

If you pay attention there are three types of computer on Outlet(as far as I saw)

1)Previously ordere

2)Certified Refurbished

3)Scratch and Dent

There is only one PO avaialbe while most of them are probably returned units. I don't know what is going on there but I amy concider ordering one. Did you order yours from Outlet?>

Only four PC left in Dell's Outlet? It was 7 in the morning.

As of Noon Pacific time on 1/4 there were 17 XPS 8000s in Dell Outlet, under "Home and Home Business", they must have added all of the order cancellations that came in today!