Direct2Dell

Thanks for your article.\

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Dear D.E.L.L  

Could you tell me the reason why the Dell XPS m1330 goes white-screened? I re-installed Vista without the bloatware and found that the machine randomly "white-screened" every 10 minutes or so. e-mail me asap~ 

Thanks, 

I order a pink inspiron 1721 in July 20. The deliver date keeping extended to sept 22.  My daughter been waiting  over 45 days. I had enough of dell. I wish they should be upfront and tell me when I order the problem they have. Their customer support personel were not  honest. They promise it is coming.  I canceled my order this morning.  I was their loyal customer for years.  It is time to move to other vendors.  

Wow.. I was about to place my order for an XPS M1330. I was reading all kinds of great reviews, then-- I come across a reference to this. Argh!  Then I google "dell laptop delivery problem" and get 1,590,000 hits! If only 10% of those are relevant that is still way too many.

Too bad, I have always loved Dell computers (have 3 of them sitting next to my desk). But now, I need to look elsewhere.

Greetings to all!  I ordered my 2nd order of desktop last Aug 20 and everyday i check on status on it and this morning Aug 29th wednesday i just called the automated status check and it said my desktop has been *** SHIPPED***!!! Sweet potatoe! I just waited for 1 1/2 week and its shipped already! and it will be with me on aug 31 and today i just won a 3 dollar from megamillions wow lucky week for me i guess ^^ .  Anyway mine is just a desktop but its an xps gaming pc with agea physics which makes production much longer and i live in New York so i guess thats the reason why i got shorter production. Plus if you receive a 8 day extension to wait just give it more 8 days coz chances are it will be finished by that time since you guys waited for 2 months now.  Uve come a long way waiting... 8 days wont stop you now guys plus dell is cool pc. Just hang in there.

And also as an advice based on my experience.... I had a first order of a desktop before but it was cancelled because I kept on emailing dell customer service telling them that if i dnt get my computer on the estimated shipment date i will cancel my order and i did that for two times... I did those emails after i read this forums and read about massive delays... and i got punished for it! they cancelled my order ahahah. and so i called them and emailed them asking why they cancelled etc even if ddnt told them to cancel it. they just said there was misunderstanding and the only thing i could do is order a new one and get a new EST.... and so i did... and this time i emailed them with a more nicer tone for maybe 5 times letting them know i love dell and guess what.. they called at my phone and told me im getting a FREE printer 4 in 1 thing worth 100$ plus and overnight shipping free ehehe.   Dnt worry guys i know how it feels to wait and wait. I too was waiting for this thing and worst is i have no pc at my house now so i have to go to a cafe` all the time for internet. boring life without pc and internet at house im telling you.

Some of you might have cancelled now and bought from another store and thats good.. some of you are still waiting for that day of shipment and thats good too... because once you see your Little baby laptop status is SHIPPED... you know you have made it through the storm ehehe  :-)  Goodluck people! God bless all!

I ordered an Inspiron 1521 on 7/27.  Original ship date 8/10.  On 8/10, it was delayed to 8/20 and then on 8/20 it was delayed to 8/28.  I won't even bore you with the story of lying customer service reps, ill-informed customer service reps, and lame excuses I was offered along the way.  I cancelled the order yesterday.

Imagine my surprise when I got an email from Dell today with the heading "Four Days to Save Just in Time for Back-to-School "

They continue to advertise laptops that won't arrive anytime near the start of classes.  That's irresponsible and borderline criminal. 

 I will never buy a Dell again.  This mess is ridiculous.

I too am a little upset.  When I was ordering my Inspiron 1520, Intel Core 2 Duo T7500, 2.2GHz, 800Mhz, 4M L2 Cache on 07/14 there were no indication of delay in shipping.  The ship date stated 08/01.  I too called and asked if there was a to expedite this and they said thats just a est ship date and you usually get it before that time.  08/01 rolled around with no update in my order status (production).  I called to check on it and this is when they informed me that it would be delayed untill 08/28.  They informed me that there was a shortage with the glass and they were back ordered. 

 I was upset but stayed cool about it.  I checked the website and saw some additional features that werent available when i originally ordered the pc.  I called up to see if I could make some changes to my order since it was still in production.  I was trying to get 3 gigs ram instead of the 2.  They informed me they would have to cancel my current order and recreate with the new options.  This would set my est ship date to 09/18 BULL!!  Needless I didn't add to the order. 

 Now its just a waiting game.  We will see if it Arrives.  If not Its time to go with a Asus G1.

OK.. So after reading this post, I have been calling each day into the status line to check on my order.  "Being boxed" it says for 3 days.  Then the evening of the "estimated" ship date, I get the automated call telling me that my computer has been "backordered" and would be delayed a week.  So what did Dell do, ship my system to someone else??!?!  I promptly called Dell and after being on hold for 30 minutes canceled my order.  I am not going to place this game with you, Mike Dell.  No more business from me and I will steer as many people away from as you possible.. Dell Corp is going down, the faster the better it seems....

Off to the Apple store to buy a MacBook, which is what I should have done in the first place....

I've purchased many things from Dell in the past but trying to purchase a notebook has been very frustrating. I placed my order on July 15th and was told it would go right into production and be shipped in a week. When the date on my order came up August 1st, I called and everyone I spoke with told me the person I gave my order to had made a mistake. So as I got closer to the date, I called to make sure everything was ok and on July 30th I was told the ship date is August 1st. Well on August 1st, I received an email stating my order was delayed until August 28th! I spent 5 1/2 hours on the phone, most of the time on hold to find out what the delay was. Finally I was given an excuse that the color I picked was the problem and it was backordered. I asked if there was a color that was available to reduce this time and I was told by the person on the phone, (a Supervisor),  there was and if I cahnged it, it could be built and shipped in a few days. So I was transfered to the order change department, where I was on hold for another 1 1/2 hours. After speaking to this person, making the color change moved the delivery up by ONE DAY. So evidently, excuses are running wild and Customer Care with tell you just about anything to keep your order.I cancelled my order.

So on August 8th I place a new order for a different laptop and got a delivery date of August 27th. If they fall down on delivery this time, I will buy from another company.It's to bad that Dell usually makes a good product, but can't deliver it.

Cancelled my order after having to wait 2 months. Went into a Sony store today to buy a laptop but as it turns out I did not have enough money in my credit card as Dell did not return the money. As it turns out they will not retuen my money for the next 7 working days. I'm so angry. really upset by Dell and if I could physical harm the person responsible I reall really would. Thanks for stressing me out over the last week. I wouldn't p!ss on Dell if they were on fire!!!!!

I am quite upset at Dell.  I first ordered a run of the mill 521 Dell Laptop on July 2.  I was told it would not ship until July 18th.  OK, I thought that was way to long but I went along with it since I didn't really need it until July 25.

Well on July 17 they emailed me and wrote that it wouldn't be ready to ship until July 24th.  By now I'm really anxious.  When it didn't ship by july 25 I went on line and found out that my Order had been cancelled.   What a bummer.   What kind of way is that to do business?  Anyway, after talking to another sales person I reordered my computer this time a Inspiron 1521 in red because I had gotten an email advertising a red Dell.  The sales person assured me that he had a firm date of delivery on or before 8/8/07.  Well it ain't happening again!!  I called  and now I'm being told it is on back order until 8/28/07!!  Again, I ask, what kind of way is this to do business?  You guys are continuing to advertise buy Dell, yet you can't seem to deliver the orders that you have.on order already.  You all don't email and apologize for the delay nor do you offer any consolation gift or discount for having to wait an inordinate ( and sometimes  it appears indefinite) amount of time before we receive it.

If I have  to wait again I will cancel and go to my local store and buy a Hewlett-Packard.

I wonder if Michael Dell knows about this problem.

Joy McGarrah

Dell - you are digging your own grave here. This was the first time I considered ordering a Dell computer because I considered it a superior product to lot of the stuff (even from the more hihg-end manufacturers) out there. I placed the order with a firm ship date of latest 09/04 given from your sales rep. The moment the order was in the system the ship date was already 09/11 (which is completely unacceptable as I need it for an MBA course starting 09/08). If you can't deliver, don't advertise the product. Delivery times of 1 months and 10 days are completely ridiculous. To add insult to injury your sales reps are not even returning E-Mails. No product, no service - Dell, this is joke! The competition will clap their hands at such incompetence. And Mr. Menchaca, where is your long-awaited update that you promised on July 20th for the following week? ...

I personally think that all the customers who ordered DELL XPS M1330 frm July 2 week onwards will not get their system until mid - end September. This is my experience today, with Dell sending me an email of late delivery to August 20th. But when I contacted Dell delivery, they advised that there is a delay in getting the LCD screen and they will not receive it until Aug 23rd. Then I was transferred to sales and I asked for some solutuion to this problem. I was offered a call back and they did contact me confirming the delays. I advised then that how can a system generate an email with delivery 20 August when the parts will not arrive until 23 Aug. I said this is a mis information to customers. Also in the website, Dell have increased the price range of M1330 but no info at all about the delayed shipping or delay of parts. I am still wondering how Dell supply chain promise customers something that it cannot keep. This is pure greed on Dell's part and this is not the way to run a business. I will sell a product only if I know that I have the product on hand and can satisfy its owner. Is Dell listening? This is the first principle of Distribution.

The sales person then offered me free 2 GB USB thumb drive and $100 rebate on the total cost. This rebate is highly insufficient for this massive delay and I'll again contact Dell for more rebate or else will cancel the order completely. They simply lost another customer.

I ordered a 1330m end of June with delivery of 8/1.  I found out yesterday it has now been delayed til 8/28.  I need by mid-August.  I fail to understand how a company can release a killer product, anticipating high demand, and then now being able to provide to its customers.  I spend 2 1/2 hrs on hold waiting to talk to someone about my order.  I hung up and called back later only to get a recording, that calls were not being taken.  I thought Michael Dell was going to turn this ship around, but I seriously am being to have my doubts.  They will be losing even more customers, including possilby myself, to other vendors.  If Dell had any class, any orders with significant delays they would provide some sort of compensation to its customers.  I was holding on to Dell stock in hopes of a turnaround, but I am selling at 1st good opportunity. Michael and the rest of you - I hope you are reading.

Update

I received mine today, 9 days after ordering it.

Glad I didn't have to suffer through some of the above experiences...
 

I ordered by M1330 from dell.com.au in Australia on July 10th and was given a delivery date of "26 JUL 2007". The sales rep in Malaysia has just called back tell me that delivery now is ESTIMATED at 12th SEPTEMBER !!

I specifically stated that I needed this machine BEFORE travelling to Europe on Business in Early September giving Dell 8 week to deliver. I was assured 2-3 weeks, then 3-4 weeks, then the apologies started coming, now this... What have I been offered ? A pathetic "sorry", a 2GB memory stick and AUD$100 off the price. 

I have bought hundreds of Dell machines in Europe over the years, personally and for businesses and have never seen anything like this. Simply unacceptable.

wow...now u guys have me nervous... i order mine of the 23 july and online it says shipped on the 27 july!  i hope the status doesn't change to something else.

My experience is very similar to Paul Kelly's, only I am supposed to wait until September 10th. I have also sent an email to my sales contact person saying that unless I get my laptop before half of August, they can consider my order has been cancelled.

I've had Dell's before and I have always recommended them to my friends, but a company which thinks keeping customers waiting and then doubling the delivery period at the latest moment makes an highly unreliable business partner.

Hello Dell,

will the XPS M1330 be available with a higher end graphics card like the Nvidia 8600GT or better? I am also curious about HDMI and DVI support, most monitors from Dell have the DVI option (like my Dell 2007 WFP) but no HDMI i think, it would be great with a Digital out on the laptops from Dell.

 Thank you, this is great by the way, talking directly to dell.

i ordered an m1330 on 6th july and was ok with a wait of four weeks. got a late delivery notification on 28th july that the delivery date is now september 7th!.. ok no worries, i decided to cancel the order and go for a macbook pro instead. to my shock dell have taken the money for laptop on 27th july.

i do not really care about the late delivery dates but taking money for something you do not intend to ship for another 6 weeks (estimated) is really very poor, how quickly will dell be able to refund my money?

I called the automated order status hotline and they said that my order was in the boxing stage, however my estimated shipping time is august 20th. Can i assume that my order will ship earlier that the estimate or is dell just messing
with me?

Ordered 7/28 and estimated ship date is 9/06!!

That's not a lie... how can a company this size with it's reputation do so terrible with a product???

Noooooooooo idea.

I contacted Dell today, and the rep told me that each xps m1330 had a 15 day delay, but didn't tell what the cause was. I hear from most of you that it is the LED screen, I never ordered that so i am assuming it is the 2MP camera. I ordered mine on 7/15 and ship date is 8/13. Hope this is true need this laptop for school, but i'm not that optimistic. At least my order has not gotten cancelled and she has reassured me that was an earlier problem and wont occur. Dell has been good to me before, but this is changing my outlook. Hopefully it ships by the date they have given me.

*nods head at dell* very disappointed

My Specs: 2 GHZ, 2GB of Ram, Normal Screen Wit 2MP Camera, Generic Video Driver

I agree with Trebuin, though, his situation is far more serious than my own...

There have been people who claimed that through cajoling their represenative, they've been able to push their dates ahead of other people, and advance stages because of that..

It seems a rather unfair system.  There are also rumors that people who use the EPP get demoted in the reception line, which is also ridiculous.  Not really sure why getting a higher education makes me a less important customer than anyone else.. Should be treated equally (though, in Trebuin's case, I think higher priority should be given to military....) 

This isn't the worst customer support...it's atually fairly good.  Dell merely dropped the ball with giving us incorrect ship dates while some of us really have to make these dates because of the start of school or, like myself, we're getting deployed to Iraq.  The shipping time there is 9-18 months as opposed to dells 6 weeks to get to Okinawa where I am.  My ship date is two days from now and I'm still in build.  I had to change the shipping address to my parents in the states so I can get it earlier than 6 weeks because if it gets bumped back so much as one day, I won't be here and the PO box will hold it until March of next year with the rest of my mail.

I'm personally ticked that I ordered on the morning of the 26th and am still in build.  A few of my friends ordered a few days later...all their orders were canceled but one.  He ordered on July 5th and his parents recieved it yesterday and shipped it out to kadena for him.  He has the same specs as I...I paid through the dell credit program...that's the only difference.  

Way to treat us.

I ordered my dell on July 14....

According to the website status ...It immediately went into 'pre-production' july 14... then on July 16th it went into 'production'... then on July 19th... the status went backwards and reinstated itself and said that 'production' started on July 14th.
 

 Even if I did not order any popular components... How can they have confirmed my order and also have put my machine into production on the very same day...??

Has this happened to n/e one? 

Has this happened to n/e one else?
 

2nd attempt. What are the people who ordered 4cell batteries with their 1330s and 8400 graphic cards supposed to do? The online configurator states it's invalid. Should I call in after I receive my order to exchange the battery for a 6cell? Will there be a charge for this?

 Your response to this question would be greatly desired.

Thanks,

Jim

I have never bought any laptop from dell before since they all looks really ugly and heavy. M1330 is the first one that impress me. I ordered on 6/26 and my order is still in the "Build Stage", EDD is 7/27, and I just got an email from DELL saying that this order might be delayed.

 I am really disappointed. It really leave a bad taste in my mouth dealing with DELL, I am pretty sure will never do business again with DELL personally.

 I may cancel my order if it really delayed, and buy another Sony laptop. Been using Sony for 10 years, and really happy with their laptops.

Order: June 27, estimated ship date, Jul 24.

Order disappeared: June 29.

 Order re-entered by Dell: July 2

Current status: Pre-production, now estimated ship date: August 20.

Dell Customer Service Says: Your order isn't going to production.  We don't know why.  Please contact sales.  Thank you for choosing Dell.

Glad I made that choice.  Woo-hoo.

Looks like it is time to start canceling orders and getting sony viaos (sp?)

The delay for the M1330 is worldwide, or at least in Italy.

I ordered the XPS 1330 with WLED display on july3.

The preproduction was initaily on 10 july, then on 12 july and today on 25 july.

The ship date was originally on 31 july and now is on August 30!!!!!

I wonder if any other computer with similar feature will be released on that time and even at a lower price! I need the notebook for work and I cannot wait for such a long time. I think Dell should take into account that the XPS 1330 is mainly ordered by professionals or business people and for them time is money, A delay of 2 months from order is unacceptable in my opinion.

I wonder if people can cancel the order and look for other convenient options in the market.

About LED: it's brighter (Dell usual screens are not considered as very bright, so that's a welcome upgrade), it has better view angles, it will use less power, and it's thinner. For the webcam problem, it's not really one. Unless you want to use your laptop as a digital cam, which it's not. Remember that the screen is 1Mp. It cannot even display a 2MP image in full resolution... Plus there is currently few if not no webcam software able to send a 2MP video through internet in a chat. And even if the software can, your internet bandwith maybe cannot handle it. Please remember that a 2MP image is close to Full HD. A 0.3MP webcam will do the job fine.

 Alex, it's worldwide. Two were delivered in the US, zero in Europe (maybe the worst place to order one, as nobody seems to be in production yet...), maybe a couple in Asia. So that's a lot of angry customers I guess.
 

I really hope it is four weeks from my order date, and not the ESD.

@ T Man

Good luck w/ Lenovo. I bailed on them.

I placed my order for a nearly fully loaded m1330 on June 30, and opened a Dell line of credit.  After first seeing my August 31st shipping date, I promptly contacted a customer service representative who assured me that the unit would ship out within a week.  As my first week passed and my shipping date was unchanged, subsequent calls to Dell support were unproductive.  On my first follow-up call I spoke with a helpful representative who explained the delays in production, yet re-assured me that my laptop would arrive before month's end, when I asked to speak with a manager I was placed on hold for 14 minutes, then disconnected.   On a second follow up call I asked to speak with a manager, and was placed on hold for 25 minutes. 

In a bout of frustration I emailed Dell support explaining my scenario.  I took up the representative's offer for a $50 coupon (great, more Dell); which never arrived.  

Shortly after emailing customer support, I ran across the previous Direct2Dell post explaining that our order dates would be likely be updated, and our laptops would ship shortly (which has now been revised to explain this was also mis-information).

Sony will ship out a similarly configured laptop within a week.  As each day passes the temptation to cancel my order, and configure a Sony becomes more tempting...

Well...someone got it, but with a dead pixel.

http://forum.notebookreview.com/showthread.php?t=136356&page=321

The ordering/feedback process for this has been nothing short of being a comedy of errors. I placed the order for this machine on June 26, and up until late last week was able to view the order status via Dell's website. As of Friday, I noticed that my order was no longer available online.

 This morning I called in to the Customer Care group and discovered that the order has been automatically cancelled by the system since the SKU for the Bluetooth part between Canada and the US is different forcing the system to reject orders. In summary, I currently don't have an order for the unit, nor was I informed that the order was cancelled. This information was in conflict with calls I received earlier last week stating that the unit would ship in 3-5 business days.

To the Dell Team: you really need to get your house in order and keep the customer informed. As well, with future product releases, please ensure that  the order booking and manufacturing issues are sorted out prior to release so that we, the customer, don’t have to waste our days chasing down updates on our orders.

Z

So the WLED screen is delaying production...  understandably it's a cool feature of the m1330.

Can someone please point out the *real-life* differences between a generic TFT and the new WLED displays?  Yes I know the WLEDs are supposedly thinner and brighter, but Dell can only fit a 0.3 megapixel camera with the thinner WLED as opposed to the 2.0 MP webcam on the generic TFTs.

Is the difference really that big a deal?  Is there a web page where you can see them together for side-by-side comparisons?
 

Actually Francois I never ordered the bluetooth. LOL. I was calling to see if I could add it to the build and that's when he told me about the technical problem with it. So, as far as I'm concerned that wasn't the issue for my delay.

 I just don't know how the heck I'm going to hold out until late August or early September to receive my system. This is going to be a real test of my almost non-existing patience. :S

 In all reality Dell has us in the corner. We all badly want this system and we have to put up with the delays. If we really didn't want this so bad, alot of us would have cancelled our order and purchased another system by now. Damn you Dell!

I would be absolutely thrilled to just be told that I will not be getting my Dell until my estimated date of 8/23.  I am perfectly fine with having a late ship date, especially with a system that just launched.

However, that is clearly not the case.  This concept of telling people that it will ship earlier is ridiculous.  There is no reason to get someone's hopes up with false promises only to break them.  If I end up being one of these individuals getting my order canceled, I'll probably just get a MacBook Pro.  I need a laptop for school and canceling without consulting is also ridiculous.
 

I'm disappointed by the delays with the m1330 but I understand the difficulties getting an entirely new product to the market.

 However it is Dells customer service that has shocked me, I knew it doesn't have a particularly good reputation but so far my dealings with dell have reached new depths of poor service, for example I get an email confirming my estimated delivery date then the next day one saying it has been pushed back to mid August. I ring dell for an explanation and they say they will change the date back to the original date and then nothing occurs. I ask them to ring me and they don't.

I've worked in customer service and know that problems like this are a symptom of poor management. If nothing else comes from this mess I hope dell seriously considers how it manages its customer service teams and whether the managers it has should still be with them the next time their is a crisis like this.    

Roger won't post anything... If someone who ordered it a week ago already got it, you can be sure that a lot of the customers like us who ordered it back in June or early July and are still waiting would immediately cancel their order. That's just another stupid joke.

 And Mike, for you it's the bluetooth, for others it's the case, the palmrest, the videocard, the processor... That's what I talked about in my initial post: everybody has a different reason for the delay, you NEVER hear about a manufacturing problem in the process. All the reps are putting the blame on someone else basically. That's what I find irritating, nobody really knows what's going on, except here thanks to Lionel, even if it's not really clear when it's going to be solved...
 

Roger,

Please pardon my question(s), but how in heck did you get a machine if it was ordered "a little over a week ago"????????????

I'd like more detail, like when ordered/shipped, regular screen or LED, did it include bluetooth, cam, what processor, etc, etc... All the specs please. If it is the regular screen, cool. If you got an LCD screen in a week, I'm going to be not so happy.

I think we should start a formal petition to get upgraded shipping for the long build times.

When I spoke with the sales rep this morning I hinted at upping the shipping of my system to overnight and he said not to worry I'll have it in 48 hours once it ships using their "fast ground service." That sounds like an oxymoron to me. I live in Canada and you're going to tell me it will take 2 days to drive from Texas, clear customs, hand it over to Purolator, sort it in their warehouse and deliver it to my front door. I'll believe it when I see it. I left off by telling the rep I need my system by August 30. That's 5 weeks to build it and ship it. When I spoke to a rep last week she said that some systems had shipped last week and I asked her when those systems were ordered and she said about 2-3 weeks before that. So that's a 3-4 week turn around including delivery. I'll keep my fingers crossed.

 What do you say guys and girls: FREE OVERNIGHT SHIPPING!?!?

Roger, would you be so kind and post some pictures of you brand new m1330...at leat one please.

Best regards

...sorry for not including this is in my previous post, but did anyone notice all the better specs you are getting if you order now as opposed to when we did back in early july.  For example:

* the standard HD is 160GB instead of hte 120GB that was the standard when i ordered

Also, i noticed on the inspiron 1420 that a bluray drive was offered....why ca't we have that on the m1330???

I ordered within the hour of the m1330 going online. But yet the estimated shipping date for the order is August 1, 2007.  June 27th to Aug 1st.  Surely, it can NOT be delayed any more than that.

My friend and I who each ordered an M1330 a little over a week ago just got ours!

We'be been gaming our butts off! Thanks Dell!  ^____^

If anyone has seen my post about Dell and my experiences with it, I was called by corporate after emailing Michael Dell and CC'ing a few of the higher ups (I did NOT do this as a first resort but rather after over 20 phone calls, I try to hold to SOP). The rep at Dell did say that the engineers put a hold on the production for a bit for some reason or other and should / are continuing the production shortly. Either way I've been updating my page about the correspondance of how Dell has been treating some of us customers and exactly what needs working on by Dell. If you care to see whats happening please check this digg

http://digg.com/hardware/Dell_and_how_it_treats_its_customers

It's been a interesting fight with the laptop for us all. My share has been actually up to the point of being accused of being a liar by a corporate service member. :\

I think the best solution to this whole lead time issue is to offer all the customers who ordered the machine with lead times longer than the standard 10-15 day free overnight shipping.

It's bad enough that we have to wait this long for our system to be built but it would be great if we didn't have to wait an additional week to receive it once it ships.

The most misleading part about the whole XPS 1330 configuration is when you configure your system and go to review it it says, "Congratulations! Your order is ready to be built." NOT!!! And they even have a green check mark beside it. To me green represents GO; and this is clearly not the case.

Unfortunately, I never found out what the lead time was until I ordered. I was given an 8 week lead time.

To top it all off, a week later I ordered a copy of MS Office with my system because they had an offer on their website for MS Office Home & Student 2007 for $99. I spoke with custpmer rep through the online chat before I ordered the software and I asked if ordering this would effect my build time and she said no. I had to call a sales rep to do the order and once I received the order confirmation e-mail, I had a new order number with a new order date with a longer lead time. I even have a copy of the online chat record. And I guarantee if I phone them to complain all they'll say is sorry. How is that going to fix the misleading information they keep giving customers?

At the end of the day they're there for us. We're not there for them. I think they should do something to earn back our confidence with them. If you've ever been to a restaurant and find out that your dinner is going to take an hour to arrive, you either leave or get it for free. I've called my cell phone company to discuss an issue and they offered me free offers in return because I was the one that was inconvenienced.

Where's did Dell's customer satisfaction go? Is it on back order as well?

Mike: The question is how long can you wait? I am a member of a notebook forum where we have hundreds of people with orders place. Some people on Friday of last week started seeing their systems shipping. Mine is being built and will hopefully ship next week.

So I would say wait until the end of July (as you were planning too) and see if your system has shipped. Then if not you might have to get the Apple system.

Also, the online Order Status, and Customer Service are equally useless. I believe the live support just checks the website because they are about as informative. Try the automated order status number, it will tell you which stage your system is in.

Pre-Production -> Build -> Testing -> Boxing -> Shipping

And keep in mind that your estimated order ship date will probably not change until your oder ships.
 

Unbelievable. There's finally a WinTel-based machine that is sexier and more functional than an Apple notebook - and Dell drops the ball. There should have been NO announcement of the 1330 from Dell until the units were available for shipping.  You would think that notebook manufacturers would be taking some lessons from Apple's playbook. Yet, incompetence reigns.

Signed,
A very frustrated Dell customer who was planning on ordering a pimped out 1330.

My biggest question is why Dell would start taking orders for a product which you are clearly not ready to assembleand ship.

As you stated above, you do not even have your manufacturing process ironed out, and yet, you are advertizing, promoting and taking orders for the XPS M1330 despite all these shortfalls.

This is clearly no different from the myriads of delays that you forced your customers to endure with your XPS 700 launch.

Dell letting people down again why release something thats not ready I ordered on July 1st and have now been told delivery will be August 8th as I purchased the laptop to be used on a trip starting August 7th it not much use.

Will go elsewhere in future 

I have ordered my m1330 on June 28.

The web order status gave me a ship date of july 20. on july 13 I get news that my dell will come on august 13. I called dell and they said sorry but "no can do" that was very annoying but pales in comparision to what comes next.

Well by the off chance on july 19th, I looked into the online status tracking and it says something about my order can be found but not displayed. So intrigued I try to send a mail to customer service via the web form, but the mail system says it is down (very annoying). So next I call Dell about my order.

When I finally reach somebody after being transferred 3 times, they tell me my order was cancelled. I ask by whom and they tell me by "production". why they don't know. they offer to place a new order (and wait another 6 weeks) or give me back my money. Please note that this cancellation was not communicated to me in any way. I only found out by chance.

When I insist that I want to know why it was cancelled, I finally get transferred to the person who knows. He tells me the ordered T7700 processor is not supported anymore and they can offer me the T7300 at the same price or the T7500 at an extra price and waiting an extra 6 weeks (maybe more). They must be joking!

I cannot work with a company that does not deliver on time on price, and does not communicate or react to customers. 

I cancel the order, my friend cancelled his. So Dell lost about USD 6000 of business, and I tell you one dissatisfied customer with a lot of contacts and who makes loads of recommandations to friends, and oh - decides on IT purchases for a small company will definitedly make sure that no one orders Dell anymore.

Sorry to use this blog to communicate this, but there is NO other way to reach a human at dell, you always get some call center drone, who says sorry but it's beyond my control.

@ Jim

Indeed they are, i orderd on the 26th and no change. everytime i call there is a new parts thats missing for it to go to production.

but its worth the wait, ive seen it and played around with the m1330. the feel and look of the system is awsome. you wont de disapointed people. 

Way to botch a supposedly great product's launch.

I seem to remember a competitor of Dell's (hint: its a fruit) launching a product recently and having plenty available at launch.  Engadget reported that the m1330 wouldn't be available until July 10 from a "credible" source, which means that someone in management decided to move up the launch so that the *entire* new lineup (inspiron and xps) could get pushed at the same time.

I ordered a Lenovo laptop in May and suffered through that debacle.  After canceling my (unshipped) order for the m1330, I thought "Now I'll do business with a company that understands how to run a supply chain."  Yeah.

The fact that the first laptop shipped about a month after launch reveals that Dell did not have the capability to manufacture a SINGLE laptop on June 26th.  Next time make sure you have the parts to snap at least ONE non-review unit together before you officially launch.

No more paper launches, bad Dell.
 

When I ordered my M1330, the price of the T7700 processor (2.4 GHz) was very low (as low as the T7300). Probably Dell made a mistake. I ordered back then. A few days later I called to see how my order is going.

The sales rep told me that they automatically (!!!) changed my order to a T7300 processor due to heat problems and power supply problems with the T7700 processor..."automatically"...how can this happen?? If I hadn't called, I would get a system that I never ordered.

I cancelled my order right away. That's not how I want to be treated as a customer (I ordered through EPP program, our company has about 50k employees). Hope they don't treat the business customers not as bad as me.

With more companies expected to roll out LED-backlit displays, is this going to impact Dell and the XPS M1330 or any future Dell LED-backlit laptops, or is this just a case of a "interesting new product sells faster than expected"??

 Thanks

Dan J
 

Ordered My xps m1330 on July 8th with a delivery date of August 30th...This was extremely annoying to me since I have to wait 6 weeks for it and currently have no laptop. Thursday night i check my order status on Dell's website and to my surprise it said my order was cancelled. I flipped out and next morning i called my salesperson. I absolutely flipped out on her and she acted as if it was normal. She said there's an error of some sort with the Bluetooth Module and that is the reason it was cancelled. She went on to say that as soon as it will be sorted out my order will be resubmitted. But it will be back to the end of the line. At this point I became furious and culd not believe what this person was saying.

I own over 20 Dell computers through my business. I also own a Apple Imac 24". I have to tell you that my experience with Apple has been far superior in every aspect in comparison with Dell...

It's just absolutely mindboggling that they can just cancel my order (after telling me that i have to wait 6 weeks for it) and then tell me well your order will be resubmitted when the issue is resolved and your wait period will probably be six weeks as of the moment it has been resubmitted!!!

Who does that???

At this point I have had enough. I will be completely cancelling my order on Monday and will be getting a MacBook Pro instead.

And as of now My company will never do business with Dell again. I will be transitioning my whole computer lineup to Apple. And we are expanding the company and will be ordering between 50 to 100 computers within the next 12 to 18 months... Dell just lost a great customer!!!

I am in Canada by the way...  

Am I the only one that had my order canceled completely?

On Tuesday July 17th, I received a call stating that my order had been shipped and would arrive in 3 - 4 business days (Friday 20th or Monday 23rd).

On Thursday July 19th, my order status could no longer be located on the Dell website -- I assumed this was a good sign and that it was because my order had landed at a local shipping warehouse.

However, on Friday the 20th, I received a call from another person at Dell stating that (all?) orders for XPS M1330 computers had been accidentally canceled due to invalid system configuration errors.  For example, the 2.4 GHz T7700 CPU was mistakenly made available on the US Dell Small Business site.  However, I ordered a seemingly valid configuration from the Canadian site.

So what's the deal Dell?  Is my machine in the mail set to arrive on Monday?  Or is it MIA?  How can your systems be screwed up so bad?  The left hand clearly doesn't know what the right is doing.

Worry not, as I'm buying a new laptop as we speak. You'll have at least one available XPS M1330.  Because if and when mine ever does arrive, I'll be slapping a return to sender sticker on it.  I'm not even opening it.

Clinton
 

Lionel is lying. If they had started production then the people who ordered their laptops on the 26 (first day available) would have had them shipped.

Great news! ... for customer that purchase through Dell USA store...

But there isn't any news about WLED options being available in Dell for Latin America (more precisely Argentina).

I'll love place my order for m1330, but with the options I want ;-)

(also, if Linux could slip as option any time soon, will be great). 

> The important point is that we are now building orders to ship to customers worldwide

It looks to me rather like the shortage of WLED screens has been addressed by pulling them as an available option for Chinese customers.

I'm sad to see this as one of the things I liked about the launch was they way it was fair internationally. I bet some buyers will read the rave reviews and choose the only screen option without realizing it is not the WLED screen.

(I hope my order is ok - i.e. the Chinese market is at least being left with enough WLED screens to satisfy those already ordered)

 

I second Les' comment. Mine's been cancelled twice so far, so it's not as bad, but neverthless seeing my estimated delivery date slip past September is insane. I do appreciate this blog though... it's helping to ease the pain :)

Hopefully I can have mine delivered at least in early august...

Thank you for the update.

 My question is... what happens to those people who have had their orders cancelled? When I check on my order status, it indicates that my XPS M1330 order has been cancelled. When I talked to the sales rep, they had no idea what was going on. Do I have to re-order? What are the steps that I need to take?

Nate,

May people were told by Dell reps over the phone that they would get their notebooks in 10 days. When the confirmation e-mail had a Late July or early August ship date it frustrated some people. Then, it got pushed out further. Then someone posts something about ship dates becoming more accurate but later said that would only be on later orders. Also, there is not very much granularity in Dell's status engine. Some places say pre-production, others say in production others say build and some times it says cancelled.

 

For those who even have systems in pre-production, feel lucky.  There are many, a large number of which are Canadians, who have had their systems cancelled by the computers due to improper sku's.  Dell has promised that, once the sku glitch is rectified, they will redo all the orders, however, its not a good feeling watching other receive while all our orders have been kicked out.

 One of my systems has been kicked out of production 14, countem, 14 times, this for the most part because I kept calling and having it resubmitted immediately...then it would kick it out again.

Whether you know it or not Lionel, through your assistance to me alone, you have opened up an information portal which has made a great many fell alot more comfortable.

Thank you again!!!

@Nate

During the first weeks of launch, the leadtime was NOT that big. I was told 10 days or so, like most customers I guess... It's only one or two weeks after the launch that lead times begun to grow. Now they are advertised everywhere on Dell's website, so new customers can't complain they didn't know. But that's a different story with the first buyers like us. It's always painful to learn about an increase like this one in the delivery delay, especially when you need it quite quickly. 

@ Nate 

Nope....  I didn't bother looking cause I didn't think the lead-time would be that insane.  

@ Ed

I know that the notebook launched with a 30 day lead-time. What has been so frustrating?  Did you not realize the lead-time?

Thanks for the update.

By saying "worldwide" means that production in EMEA has started? As my order has just been delayed by 4 weeks and it would be nice if there is hope for "due for delivery on or before" to actually be a "before". I'm not expecting anything spectacular, but around the 10th would be highly appreciated.

My sales rep hasn't come back to me with any news so far.
 

Thanks for the update.  It would be much appreciated if you could provide us with details and such (which hopefully you will have before mid-week next week). 

I ordered on July 1st and I just can't believe that its almost been THREE weeks since I've ordered.   I don't I ever (nor will I ever in the future) ordered something with an insane lead-time.  It's been one of the most frustrating experiences I've ever encountered with Dell.

Thanks again.