Direct2Dell

For those seeking accurate information on Dell's responsibilities via the FTC mail order rule never take the work of someone from Dell or someone who advocates for Dell.

"One of the laws that the FTC enforces is the Mail Order Rule, which requires us to obtain your permission to proceed with processing your order when it has been delayed more than once." 

I will kindly take the above statment as a mistake and not something else...........

This is from http://www.ftc.gov/bcp/edu/pubs/business/adv/bus02.shtm

What is the Mail or Telephone Order Rule?

The Rule requires that when you advertise merchandise, you must have a reasonable basis for stating or implying that you can ship within a certain time. If you make no shipment statement, you must have a reasonable basis for believing that you can ship within 30 days. That is why direct marketers sometimes call this the "30-day Rule."

If, after taking the customer’s order, you learn that you cannot ship within the time you stated or within 30 days, you must seek the customer’s consent to the delayed shipment. If you cannot obtain the customer’s consent to the delay -- either because it is not a situation in which you are permitted to treat the customer’s silence as consent and the customer has not expressly consented to the delay, or because the customer has expressly refused to consent -- you must, without being asked, promptly refund all the money the customer paid you for the unshipped merchandise.

Note within the time you stated or.....  Nothing about being delayed more than once..

I feel that Dell needs to get back to having local customer service reps for the markets they serve.

USA should have local customer support in USA

France should have local customer support in France

UK should have local customer support in UK

India should have local customer support in India

Germany should have local customer support in Germany

Costa Rica should have local customer support in Costa Rica

i want the resonable rate of dell latitude d630.

I thought the delyas were limited to notebooks but I just got an email  that the ship date for my two desktops has been extended by a week.

I have been away from Dell for two years and now I remember why I moved away from it.

This problem isn't just limited to full systems.  I have been trying to order a replacement modem for my in-laws' computer which is only 6 months old.  They first told me they didn't have any over chat and then when I called to get the specs so I could order somewhere else, they told me they had one for $40.40- -- outragous pricing.  It was due to be delivered yesterday 8/7/2008.  Last night I got a "courtsey call" saying my order was cancelled and that I had ordered a refurbished modem (I didn't) but that he could sell me a new model for $29.99 if I would only give my credit card number again.  I ranted a while about why they tried to sell me a refurbished modem and then cancelled the order without my request and he hung up on me.  I called back and was told that my credit card had been declined (lies) so I called my bank to confirm it was a lie and the charge had been approved and was pending.  I called Dell back and talked to another agent, and told them they had lied to me about the credit card charges.  She told me she would take my concerns down and forward them (yeah right). 

Then she would still not give me the specs for the modem so I can buy it somewhere else at a reasonable price.  One of the agents actually tried to sell me the story that the modem was proprietary to Dell.  They changed that story when I asked where the factory was that built each little component -- come on -- I know better than that.  Dell just assembles parts made by other companies and puts their name on it.

Just give me the specs for the modem!!!!

My suggestion -- by HP -- their customer service is AWESOME.  I'm an IT Administrator -- I should know -- I deal with tech support all the time and Dell has cancelled orders on me before for my company -- and that was working through a US Dell Business Account Exec!!!  NO MORE.  All the Dell junk mail will hit the trash before it even gets put in my mail box.  I've already talked to the mail room about it.

I ordered a Dell laptop on 5/19/08.  My order has been delayed 3 times.  I've called a few times and they just read from the script and refuse to give any compensation for my computer being delayed for over a month.  I'm very frustrated at this point.  The last customer service eprson I spoke with said that they can't delay an order more than 3 times.  I'm hoping that she's right.

It seems to me Dell is coming perilously close to violating the FTC mail order rule by knowingly providing incorrect shipping information, or, in the words of the FTC, by taking orders "when it had no reasonable basis to expect to be able to ship some or all of the merchandise within the time stated." http://www.ftc.gov/opa/1998/04/dell.shtm

Dell – some customers may be understanding that unexpected surges in orders or unexpected delays from a parts vendor could lead to delays in shipping computers.  However, you are a computer company, so customers expect that you can electronically track the reason for delays and provide customers reasonably accurate information.  The lengthy train in this e-mail shows that your ineptness in fulfilling customer orders is driving away scores of potential customers (and, most likely, the friends and co-workers of potential customers).  A response indicating that someone at Dell has a grasp of this problem and is doing something to fix it would be appropriate and much appreciated.

On December 16, 2007 we spoke to Shannon in sales to order our XPS One (The Performance One) because we wanted an all-in-one system (we were thinking Mac originally) and online there was the added bonus of free 2nd-day shipping plus the $200 Dell gift card (which we were supposed to receive in 6-8 weeks).  We had planned on using the Dell gift card to get some add-on components for the computer for gaming. 

When I called and spoke to a CSR (if you can call him that), he said my purchase wasn't eligible.  When I asked him which system was eligible for the "rebate", his exact words were, "Ma'am, I understand your concern but your conflagration (no, that isn't a misspelling) isn't eligible for this rebate" and terminated the phone call from there.  I personally don't think he even looked up the rebate information. 

So, my question is this.  I spend over $2,000 on a computer system, get the 2nd-day shipping (and the computer didn't show up until the 22nd - 5 DAYS LATER PEOPLE!!) and then I'm told that my sytem configuration doesn't qualify for the rebate?  If I remember correctly, the offer was for Inspiron and XPS computers over a certain amount.  And if I didn't qualify for said rebate, why did the guy who took my order say I did?  And of course, there is no more information available anywhere that says what the original offer was. 

By the way, this was my first purchase with Dell.  It's pretty safe to say that I am LESS than impressed with the service that we have received. 

I purchased an XPS 420 on Nov. 27, 2007, I was eligible for a $100 rebate at this time.  The offer that was going on was for a 100-200 rebate, depending on how much  money was spent.  On Nov. 30, 2007 I modified the order to add a monitor, which cancelled out the first order.  I was then told I was eligible for a 150 rebate.  Were now in MArch 2008 and I still have not received a rebate.  I have been trying to get this problem rectified for a month.  I have received about 10 different phone #'s to call and have been transfered numerous times and still no one can help.  Everyone just pawns me off to the next person.  ITs the principle of the matter, they offered this rebate, its not like I'm asking for free money.  I am so livid and am tired of being jerked around.  I have talked to several people in sales who say they remember this offer, but there is nothing they can do.  Does anyone know of someone I can call or email to try to get this matter rectified. I know want to buy an XPS 630 so I can give the XPS 420 to my kids and I would like to have the 150 rebate to use with this order.

I've had a nasty nasty experience with Dell customer Service with my order on inspiron 530.  During Nov. 07 time, it was promotion $100 gift card for purchasing a system Inspiron 530 over $999.  I purchased a system with $100 gift card then I changed my mind to update the memory through a Sale Rep.  Now it'd been 3 months, I'd never get my Gift card.  Howerver, the worst part is talking/emailing with Customer Service.  There are about 7 emails from 3 different Customer Service Reps.  One said I am qualify just wait for 2 more weeks, then next Rep. said system down and wait for 2 more weeks then his last email was I am not qualify for $100 gift card.  The last Rep. said I should call Sale Dept.   The worstest exprience is starting by calling Dell #.  I'd been passed through 6 people in an hour with same answer that is not his/her authority to over-right the system.  The last Rep knew very well how to treat a customer. After I was expressing my eager about this issue, she said that she will tranfer me her Manager name Paul.  then you guess what.... she stood me up for 1/2 hr for waiting on phone hearing classic music.  !!! I feel so stupic that I am dare to messing up with Dell customer service!!! I should have more read more feed back before I called them.  I am so scare them now about how Dell customer Service treat customers like this....I decide to stay away from Dell... I've bought over 10 systems from Dell specially 3 systems with same $100 gift card in same time frame.  It won't have the next time for me with Dell.

There is absolutely no willingness on Dell’s part to correct their mistake and there is very genius way to cut off the customer by puting on hold by Dell customer Service.

Ordered  Dell Inspiron 1520 Notebook Computer along with Printer and 3 yrs Warranty on Dec 10, 2007; on the 24th I got a delay notice; the 27th another notice that estimate the ship date as Jan 9, 2008; Jan 9, I another Delay notice, new estimated ship date Jan 16, 2008.

The next notice I got said my order would be canclead unless I call Dell and consent to yet another delay.  I got this message a day after it was sent, along with a new message that states that my order was canclead due to mail order rules; I never had a chance to make a decision either way!  What makes me mad is that at no time was I given a reason for the delay or other options that would take care of this problem.  Customer Service was rude and offer no solution or compasation.                                                                                                 

I end up ordering a HP and it came before the estimated arrival date.

Just for informational purposes, I would like to point out the rising shortage of LCD glass due to high production rates of portable computers and large screen LCD TVs.  This is not a Dell centered issue, this affects all of us as computer manufacturers as well as TV manufacturers, too bad TVs aren't made to order (Not so much IBM as Lenovo now handles the portable computer line).  I hope this puts things in perspective.

I am student studying in Germany and I have ordered Insprion 1520 from Germany (www.dell.de) on 17th Dec 2007. My status on website was not getting updated at all, and also the contact person given in order acceptance mail is not reachable on email and telephone. Finally i called dell customer support service and they told me that my order has been cancelled. This was done without any information given to me. Since i am not in USA the Federal Trade Commission  rule or Mail Order Rule is not applicable to me. Today again i called to Customer Support and they have sent me new offer with new model DELL Vastro 1500. But i am not sure about this product and how can i decide now of changing my choice? What about my old order?

Should i recommend Dell products to my friends and relatives in future??????????????????????????

Hello Joe,

 Did DELL hire you to come on here and spread the good news of DELL servcing one of their customers.  I am glad you got your 2 computers in a timely fashion.  However Mr. I Don't Get It if you take a second and look around this forum you will see the thousands, yes thousands of other comments where people are not being served in a timely fashion.  So next time you decide to open your mouth realize that you are not the only person out there and because you don't have a problem does not mean other people aren't. Better yet why don't you order all the computers for us so we can all get them a week early because apparently you know something about ordering from DELL that we do not.

I don't understand this delay stuff.  Is it just certain systems?  I have not had a problem at all this year. 

On March 22th, 2007 I ordered an Inspiron E1705 and received it on April 3rd, 2007.   Just 11 days after ordering.  The original ship date was supposed to be April 11th, so I got it a week early.

On November 1st, 2007 I ordered an XPS 420 and received it on November 9th.  Original shipdate was scheduled for December 4th. 

I am completely satisfied with Dell and I offer them my support.

Hello all,

I ordered a XPS 720 on the 10th of October, spending around $6,100.00, then the day after, phoning to have them include the physics module.

They cancelled the original order, and made a new one, bumping the estimated delivery date back 5 days, after I was assured by the man with poor english, that this would not be the case.

After a few phone calls on the 15th, my CSR told me that I should expect the delivery on the 17th.

After calling on the 16th, concerned that the Order Status page had not updated passed the "being built" phase, I was handed to different people.

Eventually, I was called back by someone other than my go-to CSR man, who was calling on behalf of my fellow (Ethan T). He explained that (in terrible broken and mumbled english) my system had been delayed, due to "unexpected delays", and would ship early mid November, adding, "Im sorry no-one told you this".

I'm frustrated that I'm spending AU$6,500, and getting jerked around, and having to speak to ESL people, I don't mean to disrespect, but for such a position as this, I got the feeling they only understood half of what I was saying.

 The time frame of deliver is not as severe as what the laptop people are suffering

As some sort of compensation, I have been offered $150.00 back.

Keep my money, and hire more staff and financial planners.
 

Latitude D830 

Order Date: 29th August

During the order process the Sales Person (whom I will not name - yet) told me that it would only take 8 days to fulfill my order!

5th September, Laptop had not showed up so I called the aforementioned sales person, told me that he should not have told me 8 days, but 16 days and that he would now 'fast-track' my order.

12th September, no laptop.  Checked OrderStatus Page, estimated delivery date now 4th October.

19th September, Dell took payment for the Laptop from my bank account, so it is now earning interest for them without any laptop being supplied. 

Called Sales Person, spoke to his superior(did not understand the name).  Was told that there was a delay due to supplies of LCD screens, but that Dell were getting a delivery this weekend(15th/16th September) and that my order would be 'fast-tracked' again.

4th October, Still in pre-production, order date now showing 8th November!

Spoke to Sales Person, Can do nothing about this.  I asked him why he originally told me that it would take 8 days (before I confirmed the order).  He 'apologised' (didn't actually say sorry!), and said it was out of his hands.

I asked for compensation in the form of a memory upgrade, and a laptop backpack.  "I can't do that".

So Dell have my money AND my laptop.  I am down over GBP£1000.

I am a small business now losing money  due to the lack of laptop which was promised to take only 8 days from the order date.

Can I expect any compensation, and can I expect my laptop to be delivered this decade (albeit, out of date and obsolete when I receive it)?

 
Yours irately

Paul
 

What about the printer delays?

 I received an e-mail that my order for a Laser Printer 1720 has been delayed. This is extremely unacceptable.

 
I'd just like an explanation as to why it was delayed...My printer had went out on me recently, so I looked around and ordered a 1720. I have something due the 26th of this month, but with no printer right now, that's very difficult.

 Explanations...please???!

Ted 

You know it is shocking that here we are on October 3rd, and people are still having problems getting there computers.  I ordered mine in the beginning of July and did not receive it till the end of August.  I was really in the first batch of customers who had problems.  I figured that once I got mine things should just fall into place for everyone else.  However I see people are still not getting their computers in a timely manner.  I suggest everyone should report this incident to the BBB.  It will not solve the problem, but the more complaints that Dell gets the more they have to explain themselves.  Besides what else do you have to do since you are still waiting and want the computer, why not make Dell have do something.  Either way I really hope you all get your computers soon, and DELL apparently you are still giving the people that are still waiting the same tired excuses for your inability to perform.  I assure you all here that I got the same excuses you are getting and they are not warranted.  Obviously not because I have my computer.  DELL you have really gone down hill and if you plan to get back up major changes are going to need to be made at your organization.  Here is a list of things to change:

1.  Customer Service - The customer service department is really anything but.  They can not answer your questions, because no matter what they say they have no authority.  They are pawns of their managers and do and say what they are told.  This makes them unable to do anything for you.  Then they have the nerve to be mad at the customer because the "customer" is not getting answers but repeated lies.  Another thing, after waiting all of this time for my computer I get several calls at my home from your customer service department.  Finally when they catch me when I am at home they try to get me to spend almost $200 on an extended warranty.  Give me a break, yes I want to spend more money on something you took two months to deliver, very funny.

2.  Organizational Responsibility - Stop blaming your suppliers.  The problem is not your suppliers, the problem is you.  The problems that you are having stem from your companies inability to properly design and manufacture your product.  When you build a product next time make sure it works before you market it to the public.  Otherwise when people start ordering them you won't be able to deliver them.

3.   Business Sense - Since when does a company market a product they can not deliver.  The number one excuse I heard about why my computer was delayed was the "paint."  Now it maybe me but for some reason I would think if you were making a product you would learn how to paint it before you start selling them.  Then the response to that comment was that DELL could make them in small numbers but in large quantities there were quality issues.  Let me ask you a question.  How many of these computers did you expect to sell, 2?  DELL is a large corporation that sells all over the world.  Wouldn't you make sure you could paint large quantities of your product anyway?  Absolutely ridiculous. 

DELL everytime I talk about this it honestly makes me laugh that you actually want people to believe the nonsense that you are saying.  Maybe you think customers are inept, but you are not fooling me.  Oh well all I can say is you really think that your current business model is working, please by all means continue, Sony, HP, Apple, etc. will thank you. 

Have a great day.

DELL, this is a ONE to ONE forum (YOUR words).

Where are your replies please?

September 22, 2007

Although when I have CALLED on the telephone and gone thru the annoying menues, the Dell representatives have been quite helpful and knowledgeable about the particular problem(s) at hand, I must admit that I am quite disappointed and AGGRIVATED at the fact that a company would sell ANY kind of divice WITHOUT an INSTRUCTION MANUAL for it. There are color coded keys on my Inspiron 1501 that I have no earthly idea WHAT they do. I am leary of just automatically "playing" with it lest I crash the thing and THEN I would have REAL problems.

I hope DELL reads these blogs. I have gone to your website and have gotten absolutely NOWHERE. No matter WHAT you put in the little window asking for a "keyword", you are thrown back the the HomePage which has nothing to do with my questions. HELP!!!!!!!

WHY Microsoft (and the companies who blindly accept their VISTA) think it is such a great idea to mess with something that WORKED WELL, I don't know. But the least you all could do is supply explicit instructions.

I hope that you respond to my blog. I am NOT using this just to VENT. I want to be able to use my computer and the software to honor the Lord. Please help me.

We liked the first d830 so much we bought another one and it was ship to us in less then 6 business days from date of purchase.

All of you with delays, maybe consider moving over to the business side of things.

My laptop shipped today, and I have the tracking number!

On August 13, I ordered a Dell Latitude D630 (black), 2.4 GHz, bus speed 800 MHz, with 2 GB RAM (667 MHz).  ESD date was Sept. 7.   At midnight on Sept. 7, the ESD incremented to Sept. 14.   On Sept. 14 (around noon), the ESD incremented to Sept. 21.   Since this is a US order, and the “Mail Order Rule” applied, I authorized and extension of one week (to Sept. 21) for my order. 

About two hours later, when I searched for my order, the Dell website said I had “no orders”.  My first [incorrect] thought was that Dell had cancelled the order.   When I was able to view “previous orders”, the webpage displayed my order with a shipping date of Sept 15 (this was Sept 14).  The next day, Sept. 15, I found the order with a “Shipped Date:” of Sept. 15, along with a tracking number!  At 9:30 am this morning, I received an email from Dell verifying that the order was shipped (also providing the tracking number).  I should receive the laptop via DHL sometime this week.

This has been a traumatic experience. After having received previous Dell orders in 3-5 business days, a 5 week wait is a long time!  I am so happy it is over.   I am also happy to have the laptop.  Best wishes to each of you.

Well, I ordered a 1720 notebook, pink on 8/22 before finding about all the long delays.  When I was putting my order in, the ESD was 9/15 which is about three weeks, I can handle that.  Well, once the order was finished, and went "In Production" almost immediately, the ESD changed to 9/27.  Now I wasn't too upset, I am not really waiting on it for anything other than convenience.  So I wait. 

Then I see all the comments made about all the long delays.  I keep reading and am very upset.  I think to myself, "If they were so far behind, why did they advertise a product and then let me buy it, knowing they may not get it done until it is obsolete!"  I am trying to patient, as I have not been delayed yet.  I feel terrible for those who have been. 

I called CS and the woman I talked to there told me that I will get my machine on or before 9/28.  I wanted to know if any of my components were slowing it down at all, and she said no.  However a chat person I talked to 2 days earlier suggested that I go and change my configuration to get if faster, but didn't tell me what I needed to change.  I hope I get it on time, or I will most likely cancel.  This is not life or death for me.  I want this computer, but I am not willing to wait until I am 90 to get it.  I have never bought a Dell before, and was warned not to deal with them, and so here I am dealing.  

I have just 12 days to wait, I am going to keep hoping that I don't get let down.  It will be like Christmas or my B-day when it does finally come! 

Placed an order on 3rd sep 07, and got an ESD of 13th sep 07. Order was taken "apparently" on the 3rd, and manufacture etc was done by the 5th. Order status also said that the order is "shipping from factory" dated 5th september- and has been shipping from factory ever since. today is the 16th and hell, still no update as to where the order is.

I will DEFINITELY cancel my order if this will take more than a week,  so thats time till 23rd sep 07.

Hi,

unfortunately same happened to me and a friend of mine. This is especially annoying since I  pursuaded him into purchasing the same Latitude D830 notebook by telling him about the amenities of  Dell products and services. According to him we would have purchased a much cheaper device.

We both ordered in Germany  on 8/16 with an ESD of 9/19. Until today the order in the order status page stayed in state "production preparation 8/16". But today the production preparation changed to 9/14. So I assumed Dell is finally starting to work on my notebook. But after scrolling downward the ESD was set to 10/23!

For support in deciding how to proceed with my I tried to contact the person taking my orders at the hot line via email, since he told me he is my contact person in case of any questions or problems. Until this moment I haven't got any answer from Dell but I'm sure that my credit card is charged in time.

My conclusion of this affair: "Dell customers also believe in fairy tales".

Hi,

Like many others, I wish I had found this blog before ordering my XPS. I have a "empty status" on Dell's website order check page, with no delivery date information or anything, and yet Dell still debited my account. I rang them and they said my order (a UK order) had not even been processed, when the sales person said the machine was being constructed.

This is awful, awful service and I am gobsmacked Dell would lie and annoy their customers like this. Dell seem to have no logistical information about their orders at all either... what on earth has happened to Dell?

Mark

Well I just canceled my order. This was a mess anyway you look at it.

I first placed the order for my wife’s Inspiron 1720 on 7/29/07 with a shipping date of 8/23/07. My wife wanted Pink so we accepted the long build time. I changed the order on 8/1/07 (stupid me) to upgrade to a better processor, estimated shipping date 9/5/07.

I went on-line a few days later to check the status of my build only to find out that the updated order was CANCELLED. As is the case with everybody else, nobody from Dell contacted me to let me know my order was CANCELLED. They simply cancelled my new order and resumed production on my old order. If I hadn’t checked, Dell would have sent me a computer that I DIDN’T want.

So, I had to place my revised order a second time, which I did on 8/8/07 with estimated shipping date of 9/12/07. Yes folks, that’s a 5 week wait. Dell said that they would put my order on “priority status”, which obviously has absolutely NO meaning what-so-ever, and give me free next day shipping (thanks Dell)!!!

Well I waited and waited and finally the shipping day came. And low and behold I get an e-mail TODAY, the supposed shipping day, telling me that my order is delayed and is now expected to ship 10/15/07. Yep, that is another 5 week delay and over 2 ½ months since the day I originally placed my revised order.

Question, how could Dell not know before today that my system was going to be delayed for another 5 weeks? It is obvious that Dell is blatantly lying about the shipping dates in an attempt to keep customers in the dark and on the hook for as long as they can? They did offer me a whopping $50, but this pales in comparison to the production time lost from my wife not having a computer.

I strongly suggest that anyone still waiting for their system to CANCEL their order and go to HP, Gateway, or anybody else that actually has computers to sell. Even if you have not gotten the dreaded “Order Delayed” e-mail, CANCEL NOW because it is almost certain that one is headed your way (probably on your expected shipping date).

Well I just canceled my order. This was a mess anyway you look at it.

I first placed the order for my wife’s Inspiron 1720 on 7/29/07 with a shipping date of 8/23/07. My wife wanted Pink so we accepted the long build time. I changed the order on 8/1/07 (stupid me) to upgrade to a better processor, estimated shipping date 9/5/07.

I went on-line a few days later to check the status of my build only to find out that the updated order was CANCELLED. As is the case with everybody else, nobody from Dell contacted me to let me know my order was CANCELLED. They simply cancelled my new order and resumed production on my old order. If I hadn’t checked, Dell would have sent me a computer that I DIDN’T want.

So, I had to place my revised order a second time, which I did on 8/8/07 with estimated shipping date of 9/12/07. Yes folks, that’s a 5 week wait. Dell said that they would put my order on “priority status”, which obviously has absolutely NO meaning what-so-ever, and give me free next day shipping (thanks Dell)!!!

Well I waited and waited and finally the shipping day came. And low and behold I get an e-mail TODAY, the supposed shipping day, telling me that my order is delayed and is now expected to ship 10/15/07. Yep, that is another 5 week delay and over 2 ½ months since the day I originally placed my revised order.

Question, how could Dell not know before today that my system was going to be delayed for another 5 weeks? Has anyone looked into any legal avenues that can be explored since it is obvious that Dell is blatantly lying about the shipping dates in an attempt to keep customers in the dark and on the hook for as long as they can? They did offer me a whopping $50, but this pales in comparison to the production time lost from my wife not having a computer.

I strongly suggest that anyone still waiting for their system to CANCEL their order and go to HP, Gateway, Apple, or anybody else that actually has computers to sell. Even if you have not gotten the dreaded “Order Delayed” e-mail, CANCEL NOW because it is almost certain that one is headed your way (probably on your expected shipping date).

I ordered my Inspiron 1720 on July 17th. I got Spetember 11th as the shipping date. Could not wait...however, on 11th morning I found out, delivery has been postponed to 25th October!!!!!

THIS IS SOOOOOO BAD... 

SHAME, SHAME ON YOU, DELL... 

So it shipped 10 days sooner then expected and was upgraded to overnight shipping for me.

I've now been using the laptop for the last week and I'm very happy with it. It is a far improvement over the 600m I was using prior.

Thank you Dell.

BTW - if you want better service, buy under a business. You get sales people in the US.

On August 13, I ordered a Dell Latitude D630 (black), 2.4 GHz.  ESD date was Sept. 7.  Based on the insight I received from this blog, I monitored the estimated shipping date last night (Sept. 7) until midnight.  As expected, at midnight, the ESD incremented one week to September 14.

In the intro to this blog, Lionel Menchaca, Digital Media Manager with Dell, notes that if you live in the United States, the “FTC enforces is the ‘Mail Order Rule’, which requires us [Dell] to obtain your permission to proceed with processing your order when it has been delayed more than once.”

So, in order to avoid an automatic cancellation of my order in the future, I will send the send an e-mail to US_Dell_Notify@dell.com or call 1-877-868-3355 with the requested info:

• Your first & last name
• Your order number
• A message that you are okay with the delay and revised estimated ship date provided in our last notice to you, and want to keep your order in place

Knowledge is power.  If we cannot control the progress of the manufacturing process, at least we can keep our order from being cancelled automatically (US only) because of a legal requirement of the FTC.

I have searched the market and, for the money, I cannot find a better valid than Dell.  Also, having recently done extensive research to repair/upgrade both a Dell PC and a competitor’s PC, I find Dell’s printed manual and online manuals superior to the competitor’s.

Best wishes to each of you (and to me) that our PCs ship soon with no compromise in quality!

So not only did I get my 1520 warranty replacement in record time but my d830 showed up quickly too.

So I've made a big stink about nothing... I'm still feeling for the rest of you. Maybe we should get off the color thing though?

ORDER DATE JULY 12

TODAY SEPT 5 --NO COMPUTER

 Guess what--I am the meanest stepmother ever--back in June I went to install a wireless adapter in my 18 year old son's desktop because I was sick of the USB cord running through the house to his room--anyway somehow I fried the motherboard so to make up for it I ordered a GREAT DELL LAPTOP!  That was July 12th--delay after, after delay--now they are estimating a ship date of   9/27!!!!!!  But this is the 7th delay! 

I believe that my stepson is beginning to think that I never really order the stupid thing and that I am really just taunting him!!! Actually it is DELL that is taunting us!  I can't believe that I have let this go one so long.  I think it is time that we all realize that DELL is just not what it used to be.  So after a relationship with Dell spanning several years and 7 computers--I think it is time we broke up for good!

Consumers--Keep in mind that it is against the law to for any company to charge you for an item before it ships!!!  If it has not shipped they are not allowed to charge you even 1 red cent!

Dell you had a good thing going--I think that you just got greedy!

I ordered at 1721 Inspiron on 7/15 for my daughter to take to college.  The ship date has been changed three times and is now 9/5.  When I called today to check on the likelihood of the computer being shipped, I got no useful information.  I asked to speak to a supervisor and was told the supervisor would return my call within 15 minutes.  That was an hour ago.

I certainly will not use Dell again and will steer anyone I know away from Dell computers. MOreover, I am worried about getting someone to cancel my order;  I can't spend my day on hold.

Apparently my laptop shipped Sept 1st. DHL tracking says the tracking number is not in their system yet.

If it has shipped, it will have shipped about 10 days sooner then expected. I will keep you all posted.

Purchased a Dell Vostro 1000 through Dell Canada on August 1st. Still waiting. I find it unbelievably frustrating that:

• The first order was canceled and replaced with a new order with no notice back to me.
  
• The date of the new order keeps changing to make it look like the time between the order and building is close.
  
• Calling into Dell was no use, except for the fact that they gave me a date much further off on the phone. Sure enough, a few days later the date on the web site was put off as well.

In the end, this is an unacceptable business practice to not provide any forewarning of the delays. Dell knew when I ordered the laptop that this kind of delay would happen, but I only found out once I started looking into it that the delays would be unaccetable.

Last time with Dell, and I am starting to look around for a replacement; another delay and I will cancel the order. What a pain.

It's all about honesty.

 Know exactly what you can do when you make a sale.  Say clearly what what can be delivered and when.  Deliver what you promised.

 If you don't do that, don't expect us to trust you.

I've ordered Dell for the LAST time.

I placed my order July 11th. Estimated delivery date the 27th of July...

My order was nowhere near completion a week after the aforementioned edd. And, as someone already mentioned, I was the one who had to contact Dell and ask about the status of what I thought  would soon be my new laptop. Dell did not bother to let me know that I was on back order. That's just bad business.

Weeks later I was told my order would be shipped late August and delivered in the first week of Sept. I thought I'd stick with it.

Now it looks like the cows will come home before my laptop does. Last I heard they're "still waiting for parts" . I've decided to cancel my order, but Dell's customer service kept me on hold for 30 minutes and I had to hang up. And, so far,  they're not responding to my e mail regarding the cancellation.

Thanks Dell...

I placed an order yesterday and having read the comments here I will CANCEL today. I was a DELL customer about 5 years ago and due to the worst customer service ever withdrew my custom. Stupidly I was sucked in by the advertising and a 'good' deal advert.

 In the UK there was a TV character called DEL Boy, a big talking but shoddy businessman, whose character represented losts of promise and no delivery. Seems like a useful advertising angle for over here. What do you think DELL Boy?

It also seems a bit cowardly that the Dell representative has not replied to to the comments in this Blog since his posting 17 August.

My experience with Dell has so far been very good.  My sales rep, Chandler, was very courteous, and made sure I understood when I ordered that the 1330 was in VERY hot demand and there were parts shortages.  I had an expected 1 1/2 month wait when I ordered, so I knew it would be a while.  Nevertheless, I received my 1330 today, almost two weeks early!

The down-side?  I'm away at work and won't get to check out my new toy till Wednesday :(

Well, I have a very happy update (I'm the one who posted above about Dell Cx Care Rep)--my Ruby Red Inspiron 1721 was shipped today--yay!

 That makes exactly 30 days since my initial order. While that's an inexcusably long time in itself, I still feel rather lucky, given the amount of time many of you have been waiting, which for some has been several months already with potential ESDs ranging out till at least October. I've been frustrated and pissed at the delays in my order, but under the circumstances, I now feel I got off incredibly easy.

Maybe this is a sign that Dell has finally started weeding through the backlog in earnest. I wish everyone else good luck, and hopefully all the orders will start rolling out soon.

--Jennifer
 

Its hilarious.. Do Dell think people post here because they've got nothing better to do?

 People are posting because DELL ARE RUBBISH.. plain and simple!  241+ posts and counting should give Dell AND their CSRs a clear indication that the company is messing up in every way possible..

 I've been using my Macbook for two weeks without issue now - best move I ever made.  I just hope Dell go out of business and their employees work for someone better!

finally got my white m1330.  the grossy paint job is worst than i expect and on top of that there are two little tiny dents on it.  well, i will live with it.

just found out that finger print reader is not working.  and now waiting for replacement of the palm rest.

i should order this unit a year later after their production.

so now i am one of the experiment mouse.

Waiting since August?  How about waiting since July 9th!  First the LCD screens were backlogged, then the color red was unavailable - of course no one told me that if I wanted black instead, my order could be filled in three days!  I found that out by calling to cancel my order after the third delay notice on August 6th.  The CSR offered the Black so I wouldn't cancel my order, and no, it wasn't shipped in 3 days, but in 10 business days.  At least my daughter got her laptop before classes started.

 Now I'm having a problem with software that was part of the original order.  Dell shipped it to my home instead of to my daughter's school, even though there was a change of address request, and the laptop was delivered to school.  Dell has now sent out a 3rd software package because, regardless of the number of times I called with the correct address, they have continually made errors that made the package undeliverable.  Still waiting for the software, even though it was supposed to ship overnight. I just wish I was able to speak with someone in the United States who might understand shipping rules and how we address things so they can be delivered.

The amount of time I have spent on the phone and on line with Dell representatives totals 23 hours and 47 minutes and I have received 43 emails - between chat logs, delay notices, and case number letters.  All for a simple order.  I was offered a $10 coupon for future use.  Compensated?  Not even close!

I've been reading these blogs for weeks now and haven't bothered commenting because my experience is mostly just an echo of hundreds of others (for the record--ordered Ruby Red Inspiron 1721 on 7/30 with an original ESD of 8/9, delayed to 8/24, delayed again to 8/31). I want to post now, though, because I can understand where Dell Cx Care Rep is coming from and I don't think most of the replies to him/her have been fair.

I used to work for another major electronics manufacturer doing something similar to what Dell Cx Care Rep does. I didn't deal directly with consumers, though, but rather with the technicians at our authorized service centers who ordered parts from us to do their repairs. They would call us to find out ETAs on their parts orders, and sometimes to vent and complain about how long it was taking. Our parts came from dozens of different suppliers from all over the world, and many times there were shortages and our suppliers were giving us fluctuating (or extremely unpleasant) ETAs on the parts we'd ordered from them--which translated into extremely pissed of techs call me every day to complain about why they'd been waiting six weeks for a part.

Believe me, it's not fun to have to field calls all day long from people who seem to be personally pissed off at *you* and somehow think you can wave a magic wand and conjure their order out of thin air (granted, not all of them were like this--some were extremely pleasant and had the patience of Job). I could only tell them what I'd been told, and sometimes I hadn't been told much at all and could really only say, "We're out of stock on that, and the ETA is pending." And sometimes I knew more than what I was *allowed* to say: for instance, we had one supplier that had constant problems getting parts to us on time. (They were technically part of our company based in another country, so it's not like we could dump them in favor of a different supplier.) They consistently had backorders as far out as eight months, and in some cases we had been told that the part would most likely be discontinued eventually because it might *never* be produced, but we weren't allowed to tell that to the techs calling about their orders. We had been told to never give an ETA further out than four weeks unless specifically told otherwise by a manager, even if we knew for a fact that the real ETA was six to eight *months*. When the techs called back in four weeks to find out why their orders still hadn't shipped, we had to tell them there'd been a further delay and it would be another four weeks before we had the part to ship out. I didn't like having to be this deceptive and tried to be honest with the techs that called, since I knew I'd appreciate similar honesty if it were me on the other end, but I was reprimanded by my manager and told never to do that again.

And speaking of managers, we were also told never to hand a call over to a manager or supervisor; if a tech asked to speak to a manager, we'd hand the phone to one of the other CSRs, who pretended to be a manager instead. In my opinion, that's a pretty crappy idea, but that's what we were *told* to do, and none of us fancied the idea of losing our jobs by sending a call to someone we were explicitely told not to.

As an obvious caveat, I worked for a completely different company than Dell and I have no way of knowing if they conduct things similarly, so no one should start assuming from this that Dell CSRs know more than what they're saying and that Dell is deliberately telling them to withhold information or anything else like that. I'm just trying to show another perspective, from someone who's been in a similar position as Dell Cx Care Rep. And I only had to field about half the calls per day that he/she does, so I almost had it easy by comparison. Dell Cx Care Rep posted here out of frustration, and while I'm a frustrated (and increasingly pissed off) customer right now, I've *also* been a frustrated and stressed CSR having to deal with pissed off customers and not being able to do for them what they  most want done. It's crappy work you don't get paid *nearly* enough to do, and you go home every night stressed, hating life, and wishing to God you didn't have to go in tomorrow and do it all over again. My husband was glad when I left that job because I was a lot more pleasant to deal with at home afterward, without that stress and constant anxiety. I don't blame Dell Cx Care Rep at all for the posts he/she made, and were I in their place, I would likely have done the same thing.

 In any event, I'm still waiting for my Inspiron, going on a month now at this point, and from the dates I've been seeing in these blogs, I've probably got  along wait ahead. I ordered this laptop for school, and I only have two semesters left (this one and the Spring semester). I'll be lucky to get the thing in time to use it for my last semester, at this rate.

--Jennifer

Wow.... what a sap I feel like..... thank goodness I found this blog.  I ordered my daughter's laptop through her school bookstore - so I don't even have an order number to reference in order to get a fictitious rescheduled ship date!  No, I just check in every few days and hear, "well, we hope they might ship this week (as opposed to last week, and the week before), we aren't getting any firm commits from them....".  In the mean time, classes have started and my daughter is left scrambling to find open terminals around campus.

At least I can call the bookstore tomorrow and cancel my order and get a competitor's product instead!  Of course that will quickly be followed by a call to my daughter so she can alert any other chumps sitting around waiting for Godot.....

I'm one of the nicest customers you can have. While talking with my sales rep via email, I allow lots of time for replies and make no demands. However I have not received one bit of compensation for my waiting more then a week for the order to ship.

Personal, I think there is something very wrong with how dell is doing business. I'm not talking legally, I'm talking morally. Parts that I ordered with my laptop at the time were not considered out of stock, and then things like my CPU model are 17 days out. Well I bet the higher end version is not, but I have not been offered that, even at a small charge; which I would pay.

For me this business machine I've ordered, is just that, for business. Now I've purchased many times from dell and never waited more then 5 days for it to ship.

There is something terribly wrong with the corporate culture if it is considered acceptable to mislead customers.

I'll leave it at that.

July 16th I placed an order for a laptop that was intended for school... which began yesterday. Originally it was scheduled to ship August 1st; that day came and went with a phone call stating it'd been delayed until the 28th. What do I receive again this morning? An e-mail telling me to confirm continuation or the order will be canceled, however, it is supposedly pushed back only another 8 days. Somehow, I doubt that will truly be the case and rush shipping is hardly compensation for this any longer.

Dell has lost my business, on this laptop and any future sales. The only positive part of this experience has been the great CSR (Christopher Rivera) that initially helped place the order as it was a messy ordeal that took almost an hour and a half. Unfortunately, he's just the front line, and can't exactly get my computer built. I'll certainly be telling people about how fantastic he was.. and to never order from Dell.

My order for an Inspiron 1521 has now been delayed 4 times. It gets delayed by just a few days each time. This is done to keep me thinking, "well if it is just a couple days, I won't cancel." In the mean time I have ordered four, yes 4 laptops for work (where we spend millions each year with Dell) and each has shipped on time. The excuse changes, but I am getting the "your custom color has delayed the shipment," currently. As a plastics engineer, I find this to be complete BS. Dell commands a great deal of vendor hoop jumping and this excuse does not hold water. Even if, the resin is a problem, there are multiple suppliers. Even if the molder is a problem, there are hundreds of capable shops. This is poor program management and customer service. IT IS THAT SIMPLE. Dell needs to pay restitution and be reprimanded.

Kevin

Ok, so some of the views encapsulated in Dell Cx Care Rep's comments reflect his or her personal views....which then reflect Dell's views? This person is flaming the customer base for being upset about this entire situation and certainly there has been nothing positive about any of their posts.

So tell me, if only some of their views are personal then which of their views are shared by Dells hive-mind? The one about reading the terms and conditions? Opps, ok, ya got me, should have realized that a 2 month delay and a charge on my card was a distinct possibility when I ordered this product, past history with Dell notwithstanding! Perhaps the part about attracting more bees with honey...the thinly veiled threat that if we aren't nice when we call for information about our shifting dates and canceled orders then we will not get compensation? This person has posted in two different threads...and none of it pretty.

Of course they have a right to speak up, as we all do, but to think that claiming some of their views are personal is going to blunt the impact of having a Dell CSR flame an already upset customer base on an official Dell blog shows that you might misunderstand the frustration level of customer. Simply put, we do not need to be publicly lectured by a Dell CSR about our behavior. What we need is very clear; the product that we ordered and paid for. Anything else is simply not important.

Are your CSR's upset by all of this? It would be ridiculous to think otherwise. I can only imagine how tough it is to answer the calls of an outraged group of folks on a daily basis. Yet, what is the root of the problem? Is it we the customers for being angry at the pushed dates, the charges, the waste of time, the out-of-date status pages, the cancellations, and the different answers to the same questions? Is it the CSR who has to answer the calls and get them processed, listen to the anger, deal with the frustration and personal attacks, make promises that will not be kept, and then do it over again, and again? Or is it simply a broken system?

It really doesn't matter I guess. When a Dell CSR feels justified in posting those comments onto this blog, venting and accusing and flaming the very people who have been wronged by Dell and yes, please, let's call it what it is, then it is pretty much a moot point. The difference between the CSR and me? Not much other than I paid money for a product and end up getting abused for it while the CSR is getting paid and taking abuse for it.

Based on yet another pushed and quite probably false estimated shipping date (I should make an entry in Wikipedia for Estimated Shipping Date, anyone want to take a shot at a definition?) without answers I see no light at the end of the tunnel. Just more anger, more frustration, more stressed out CSR's, more canceled orders.

More of the same. 

WHERE IS MY LAPTOP?

Here are some posts from another blog on Direct 2 Dell where a so called CSR made some comments see what you think.....there are also some responses from other bloggers.  The blog is in case you want to see it for yourself: http://direct2dell.com/one2one/archive/2007/08/24/25755.aspx

Dell Cx Care Rep said:

RE: I still speak with the same characters every time I call to request information on my order and I receive the same lies and misdirection to the same questions, the same language barriers, the same frustrations waiting for someone to pick up and answer a simple question!

I AM one of those "characters" that you speak of and trust me, it is just as annoying for you to sit and wait for us to answer the phones than it is for us to have 130 calls waiting to be answered from yelling customers that blame this back order on us as a person. This back order is not only stressful for you as a customer but it is as well for us frontline customer care reps that are getting the blunt of everyones frustration. WE are only relaying to you the information that head office is advising us. So try to remember next time you call in and take it out on the front line rep you speak with, that WE ARE the ones that CAN do something for you as far as compensation goes, therefore, you can get more flies with honey than vinagar.

As for the launguage barrier, you are obviously speaking with the wrong dept because I can assure you that I AM CANADIAN and ALL customer care reps are as well.

Take care, and THANKS FOR CHOOSING DELL!

August 28, 2007 8:58 AM

Dell Customer Care Rep said:

The reason Gateway, Apple,Sony and HP are having no problems is because they don't have half the orders we do.. I know because i am one of Dell CSR.. Try coming into 130 plus calls a day with upset customers we deal with a lot in a day and it is not our fault that the systems are on backorder.... We can only give you the infomation that we are provided to us..

August 28, 2007 9:09 AM

Dell Cx Care Rep said:

RE:However they have no problem sending out the poor CSR's who have no authority to do or say anything

 I have lots of athority to say whats going on and I am well advised of the issue, as far as "the porr CSR's" that don't "do" anything for you, I know from ALOT of experiance with this back order that the more someone yells at ME for this issue the LESS I will do for you.....it IS NOT "our" fault as a person, we only work here so remember next time you take it out on us, the less we want to be nice and help you......just like my last comment, you can attract more bee's with honey than vinagar!!

August 28, 2007 9:10 AM

Dell Cx Care Rep said:

and BTW the reason that the "majical date" keeps changing is because the manufature keeps changing it on us.....if you read the terms and conditions it will tell you that back orders are subject to change and estimates are NOT gaurentee

August 28, 2007 9:26 AM

Dell Cx Care Rep said:

RE:CSRs are useless and don't have a clue as to what to say to anyone anymore about the delays.

 Obviously you must think that we answer the phone, take the orders AND make the systems. WE ARE ONLY THE FRONT LINE THAT RELAY WHAT HEAD OFFICE TELLS US TO TELL YOU!  We are just as sick of these delays that are beyond our control as you are waiting for your system! If you don't like what we have to say, then stop calling us and make use of DELL.CA

August 28, 2007 9:31 AM

Customer Care Rep said:

You know there is a lot of people have a lot to say about us Customer Care people but we are only relaying the infomation to you customers.. You customers have no idea what we go through in a day..  

August 28, 2007 9:33 AM

To the Dell Customer Care Rep said:

Hello Dell Customer Care Rep,

 I agree, I do not blame you for anything that is happening.  You as a person have nothing to do with it.  I am the one who posted the "poor CSR" comment.  Now based on what you said: "We can only give you the information that we are provided to us.." that was my point.  You all can only tell us what is being told to you so thus I want to speak to the person that is telling you what to say because what "you" are saying is not helping me at all. 

Also I have spoken to several CSR's probably you for all I know and I have never been rude, yelled, or said anything derogatory to any of them.  So this comment: "I know from ALOT of experience with this back order that the more someone yells at ME for this issue the LESS I will do for you.....it IS NOT "our" fault as a person," does not apply to me so don't group me in that category.  Now the only compensation I have been given as such is free next day shipping which I am not even sure will happen because someone else said they were promised that but still got the same 3-5 day shipping.  So your comment about: "So try to remember next time you call in and take it out on the front line rep you speak with, that WE ARE the ones that CAN do something for you as far as compensation goes, therefore, you can get more flies with honey than vinegar. "  Maybe I need to call you directly so I can get the $100 credits, free bags, and all the others compensation I have heard because I surely have not gotten anything like that and I ordered my computer on July 10th. 

So don't take it personally but your company sucks and it sucks they are making you and your co-workers into human shields.  I sympathize with you having to go into work a take 130 calls a day, but if "you" were waiting that long for a computer I do not think you would be very happy either, and before you say that is no excuse to yell at CSR's I have not and do not plan to.

Signed

Considerate Dell Customer who would like more flies because I have honey......

August 28, 2007 9:57 AM

Ridiculous said:

@ Dell Cx Care Rep...

You are actually threatening your customers, the same people who are ultimately responsible for paying your salary...wow, now I am getting a sense of some of the internal problems at Dell.

 "So try to remember next time you call in and take it out on the front line rep you speak with, that WE ARE the ones that CAN do something for you as far as compensation goes, therefore, you can get more flies with honey than vinagar."

So are we to believe that if you simply don't like a disgruntled customer you will not offer compensation? Folks waiting 2 months for their product are supposed to offer you some sort of "honey" before you will help? This answers the question posed by many, many customers as to why some are getting compensated and many are not.

You get paid to resolve issues and you have the nerve to complain and threaten those folks who are getting ripped of by this whole thing? Are you looking to redirect this back on them? If your company actually did what they are supposed to do, what they are paid to do then this would not be an issue would it? Dell screws this up and you get mad at folks who are getting hosed by this situation rather than getting upset at the real culprit.

Interesting that you claim the reason other manufacturers are not having problems is because of volume...nice try. 

I am pretty certain that your comments will end up on numerous websites along with the all new pushed shipping dates. But thanks for clearing this up for me...you have painted a very clear picture of at least one problem.

Customer service? Yeah, right.

August 28, 2007 10:41 AM

I purchased two 1720 laptops on 7-26-07 for my nieces who are freshmen in college.  I've just received my second notification of delay of shipment for both laptops.

 Dell's customer service is nothing more than a joke.  When I call Dell to order a new computer, I never seem to have any trouble reaching an english speaking individual with whom I can carry a conversatition with.  However when I have a problem with an existing order, I'm always connected with someone who can't speak english, who is always reading from a script and can't deviate from it to answer my question OR I'm sent to a voice mail that says "please leave a message" and then another message that says "you can't leave a message at this time".  What type of customer service is that?

My nieces need these laptops for college.  Hopefully I get them before these first year college students graduate with their PhD's!!

UPDATE:

I was one of many that had an order delayed to 8/28 (today). 

This morning I noticed my 1721 was delayed again with a new ESD of 9/5. So I just sent the required email to Dell to cancel my order. This is the first order I've ever cancelled with Dell. The reason for cancellation is that I had first read several other posts where fellow customers also had their ESD's moved from 8/28 to 9/5, and I just don't believe that 9/5 will be any more magical than 8/28.

Good luck and take care.

So, Dell, why has my UK laptop been delayed for 55 days now, when US orders have been seeing shorter and shorter delay times? I wasn't even contacted after my first delay - I had to find out for myself that my laptop was delayed from 31st July to SIXTH OF SEPTEMBER.

 I'd like to reiterate the comments of someone else on this comments section: "You are going to lose a whole generation of customers". Not only are you shafting a whole load of students who need(ed) these for Uni, but also I'm one of those people that my friends come to from time to time to ask me about my opinion on electronics, and this ordeal has guaranteed that I shall never buy from or recommend Dell ever again.

Another Alternative to Dell

Like many here, I've been a loyal Dell customers for many, many years, but this last round of problems has changed that.  Without going through all the details, I tried to purchase an XPS 720 desktop and had the first order mysteriously cancelled without any notification.  I re-ordered and then went through a series of delays without any resolution.  So, I cancelled the second order and here is my good news.

 I decided to order from Puget Custom Computers (www.pugetsystems.com) after reading company reviews and their blogs (none of the dissatisfacation you find on the Dell blogs).  I started by configuring a possible system using their online configurator (many more options than Dell and all standard parts--not OEM).  Within a couple of hours I received an e-mail from a rep (William) with his comments/recommendations on my configuration based on my stated primary purpose for the system.  He even recommended a LESSER graphics card (I'm not a gamer).  After several back and forth e-mails and refining my configuration, I decided the next morning to make the switch.  I cancelled my Dell order and placed my order with PCC.  A couple of hours later I received an e-mail from William stating that he noticed that I had, in fact, ordered my system and that he would personally keep track of it and advise me of any developments.  He then went and checked on all the components and wrote me back and told me that everything was in stock except the video card I ordered but they had 40 more due in the next day.  He also gave me the option of changing cards if I wanted to (without having to cancel and reorder). 

The very next day (after I placed my order) the unit went into production. You can follow the progress on their website.  And, this is NOT like Dell--there are over 50 steps in the build/testing process that are listed separately and as each one is completed it is annotated with time/date and individual who did it.  It was fascinating watching these processes being completed throughout the day (as I checked back in to the site).  By the end of the day (again, this is the day after I placed the order), the sytem was completely built AND tested.  They even include the PC Mark and 3D Mark results on your order status page along with the complete temperature readouts during the testing. 

On the next day, the system was completely boxed and shipped and I have a tracking number.  One other thing.  Just before boxing they took picture, inside and out of my new system and William e-mailed me the pictures!  This has been the absolutely most enjoyable computer purchase experience I have been through.  Yes, my system is costing me a couple hundred dollars more than a comparable Dell XPS system would, but you CANNOT beat the customer service.  They are still a small company that truly believes in customer care and you can either get a person (right there in their building--not out sourced) on the line immediately or they WILL return calls within a couple of hours (during business hours).  The president/CEO even participates on their blogs and very everything I have read (mainly on the blogs) is that if there happens to be a problem/delay (which is rare), the customer is normally contacted personally by the president of the company.

I just wanted to post this to give those who might be looking for an alternative another option.

I ordered a Dell Latitude D630 some time ago and the original date of delivery was August 29. I thought it is strange taht it should take such a long time but I thought that as long as I get it before September, I can live with it. Now it was rescheduled to the end of September.

 Well... Sorry. I cancelled it and bought a Lenovo.

I also told about it to friends of mine who had planned to buy Dell's laptop.

They will buy something else.

 I don't think I will buy from Dell again. When I placed my ordered they knew they are having problems. They should have said something.They should have also suggest some compensation. Bad judgment call of their part.

As my ship date of 9/12 gets closer, I am waiting anxiously.  A call last week to CS indicated it was still on skd BUT the dvd drive and the T7100 processor was on backorder - interesting. 

I'm as disappointed as evderyone else at how poorly Dell has handled this crisis - obviously they have a poor PR team amongst others.  Great companies attack things head on - Dell for what ever reason - chose not to commmunicate.  A very bad decsion and surprised Mike Dell went along with this.

Reality is that many or most of those professing they actually cancelled orders will be back to Dell for future orders assuming Dell has cleaned up their act and have the best price/performance/function/looks products - myself included.  In the end - Dell has great products/ good price points.

Never fear y'all... your 8/28 dates are sure to get postponed.

"Due to unforeseen circumstance, we have experienced another delay with your order number 787234650. Our new anticipated ship date will be on or before 9/4/2007. Due to this additional delay, the Federal Trade Commission requires we receive your consent to continue with this order else we will be forced to cancel the order automatically. "

Thanks dell, just ruined my wife's birthday gift.

Ordered Inspiron 1521 on 29th June 2007

Estimated Delivery Date 17th July

Then Estimated Delivery Date 1st August ... no apology for change

Order status checked on 7th Aug stated that "Your order has been dispatched on 26th July"

Better still under the heading Status of Delivery: "Your order has been delivered".   Wasn't that wonderful? EXCEPT FOR THE MINOR FACT THAT I HAD NOT GOT MY LAPTOP

After various time wasting phone calls to Dell I was assured that would be delivered one day, then another day.  Then my 2nd piece of wonderful fantasy.  The Courier Company rang me to say that they had my laptop and would deliver tomorrow. Surely that's it .... nothing can go wrong now.

Tomorrow came and went .... no sound from the Courier gang.  Rang a few days later. The phone must have hurt his head because he reacted as though this was the first he had heard of it. Said he'd check it out.  Got onto Dell .... they would check it out.

Guess what? the Courier and then Dell tell me that the laptop is lost.  Dell tell me that "a replacement is in production" 

Meanwhile Dell have taken my money which is presumably earning interest in Dell's bank account.

The reason I had ordered the laptop in June was for my daughter who had a serious back operation in June, so that she could use it whilst recovering in bed. So instead of helping her I have only frustrated her.

I am going to cancel the order tomorrow.  I will never deal with Dell again. In my work I am in a position where I often advise people re buying computers.

I am beyond angry

Vinny Mc

On 8/28 (delayed from 8/3) I too am supposed to receive my 1520 spring green .... with an anti-glare screen. Like most other posts I've read, I'm skeptical about receiving it on that date. I know my anti-glare screen was going to cause a bit of a delay but Dell seemed to be the only place I could find one. If I had known that the color choice was also a factor in the delay I would definitely have tried to change the color. It's not that important to me. I'd rather have the machine - black would be fine. I wish Dell would have told me this and offered the color change.

I have received my Lo Jack software. (Can use it to locate my laptop now????  It might be able to tell me which stage of "in production" my machine really is.)

My family has had great luck with durability of their machines. My son's even successfully survived the sand and dust of a tour in Iraq. That's part of the reason I ordered again. And, with all of the discounts (Dell's and employee discount), I can't find a machine configured like mine at that price. Maybe that's been Dell's downfall. If I receive another delay on 8/28 I'll definitely reconsider my choice.

I'm glad I found the blog. I didn't know I could "talk" Dell into some sort of compensation -- free shipping, ..... It's worth a try.

Well gang, I ordered an Inspiron 1520, midnight blue and it was delayed a couple times as well. I was given the magic shipping date of 8/28 as well but today recieved a message that the laptop was shipped yesterday, 8/24 Next business day. I have a DHL tracking number as well. This has been a rough time for Dell loyal customers and it will take time from them to repair the damage. Hopefully the product will remain top quality and Mr. Dell can return its customer service to its award winning service from a few years ago. Here's to all of your 8/28ers out there and hoping your PCs ship earlier as well.

Stay strong and remember:

"Blessed are those who are flexible for they shall never get bent out of shape" 

and

"Smile for awhile and while you smile remember another smile is always worthwhile"

Of course I should remember these words as well because two days ago I was as ticked off as the rest of this blog.

Mike D.