Since my last post, many of you
made it clear that you want us to share more details about what's going on with
the XPS M1330. I want to
apologize for the frustration that these delays are causing you. I understand
that no amount of explanation is a substitute for shipping the system, but hope this helps address some of your concerns.
Right now, we
are focused on shipping as many systems as we can. Currently, we have worked
through about 10% of our backlog and will focus on improving this going
forward. Despite our best efforts, we may not be able to ship some orders
before the original estimated ship date we gave you. In those cases, Dell will
be contacting affected customers to let them know. Details will vary by region.
you order a system, the estimated ship date factors in our best currently available information, including the number of orders in front of you and the
availability of parts. It should not change unless something impacts one of
these factors. If that happens, we will contact you.
Lionel mentioned in an earlier post, we have found the production ramp more difficult than we expected—let me take a few minutes to
explain the process. Before we begin shipping products to customers, we build a
sizeable number of units to test our manufacturing process and to help flush
out any issues that may impact our ability to build in volume. These test
builds are a fraction of what we expect to build at full production. Once we
start building a larger number of units, we may see issues that pop up in only
one or two of them, but which require larger volumes to reveal themselves. Since it's hard to tell if the issue is an
isolated one or if it will affect a large number of units down the road, we
investigate each one thoroughly. When that happens, it slows our build process.
example of this is the painting process. Right now, Tuxedo Black is the only
color that is consistently meeting our quality standards. That's one reason why
some customers are getting their orders before others. The finish on the XPS M1330 is similar to a custom paint job on a
car, but with one additional complexity—on a car, typical viewing occurs from
several feet away. With a notebook, the typical viewing range is much closer...
sometimes a foot or less. This requires a different level of attention
to detail. Why do I bring that up? There
was no problem painting hundreds at a time.
But as we increased the volume, otherwise manageable factors like dust
contamination caused our successful yields to decrease. Adding to the complexity, the Crimson Red and
the Pearl White colors require more coats of paint and more touches to create
the finished product—that means there is more opportunity for dust
this ultimately results in fewer finished parts from the paint line than we
expected. You may have noticed on Dell.com
yesterday we discontinued the Pearl White color. The reason is that we are just
not able to produce the kind of volumes of high quality product that we need to
support demand. It takes about 5 coats of paint to get the appearance we were
looking for. We are working to ship white units that meet our standards
to all customers who ordered them, but those may be the last of the units using
the current process, as we continue to pursue alternate methods of producing
high-quality white units.
part shortages also hold up our ability to ship products. The most obvious
issue is one mentioned in earlier posts-the LED backlit LCD display. First off,
it's new technology, and that means there are fewer suppliers available. Bright
white LEDs provide the backlight for the LCD instead of a fluorescent tube. It results in a brighter display that offers
better color reproduction, is thinner and lighter, and draws less power. This relatively limited supply base combined
with stronger than anticipated demand-the number of orders has simply exceeded
our expectations-has contributed to the
delays. Our vendors are ramping
production as quickly as possible, but these displays continue to be in short
committed to shipping these systems as quickly as we can. Once again, I'd like
to take this opportunity to thank you for your business and your continued
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Too little too late from Dell.
I cancelled my $2,500 m1330 order yesterday on my lunch break, and drove directly to the Sony store to pick up their new 11.1 inch TZ-170.
After months of waiting for my Dell, I can gladly say that my new Sony is in hand now. My only regret is that I didn't cancel my order earlier.
OK, so I get it. These systems are delayed because of blah blah blah delays to "new" LED screens (Sony has had them out for how long now?), and because apparently painting has suddenly become tricky.
To summarize this update: We've shipped 10% of the backorders, and uh....we're trying. honest.
I recieved my unit today. I had ordered on June 27th. They bumped my est. ship date back to Aug 3rd from July 29th however it ended up shipping 1 day early on Aug 2nd. Although I am so far happy with my unit and every time I spoke to customer care they were nice I can't help but havea bitter taste from this whole thing.
I was told that I would be contacted on 2 different dates which never happened, it took dell 6 days to reply to my email in which they didn't even answer my question, and the delayed update here on direct2dell.com.
If anyone is curious my unit is black with a T7300, LED LCD, BT, wireless N, fingerprint reader, 120gb HD, 1gb ram
Aren't these all things you should of thought of before you started selling it and marketing it?
thanks for the honesty finally but really there is no excuse for selling a product you don't even know how to build yet???
I am one of the lucky 10% and I have to say that this is the kind of post we have been looking for the past month. Thank you Alex.
For the first time we actually hear some details about what is really going on, and not just the standard PR blurb about the process and quality checking. The quality of the system is very important, and the fact that you are taking it seriously is appreciated. By myself anyway.
Please address what will happen to customers who ordered a 4 cell battery and the premium nVidia card. Will we get these orders? Why was such an obvious oversight committed before a launch?
I ordered a 4 and 9 cell battery and I'm reading from other customers who had their orders cancelled. Again, I feel as if this is just another issue that will put me on the cancelled or further delayed camp.
Also, what is the reason for not allowing customers to order a 9 and 6 cell battery. This is highly unusual. Please explain this, as such, this has only exasperated the problem with your 4 cell 'recall?'.
I personally have expressed my frustration here about the lack of information provided initially by Dell regarding the delays in shipping this notebook. That being said, I find it extraordinary that the Dell folks are providing these forums to interact with their (huge) customer base, and really seem to be listening AND responding (in a professional manner here, and in action with respect to the IdeaStorm site). THANK YOU Dell, from at least one customer, for this, and for your commitment to providing a high-quality product.
NO, i don't work for Dell.
Alex this is basically what i was waiting for (probably that applies to others as well). At least this sounds believable of whats going on and at least i can perfectly see the issues and it gives me a better understanding of why i'm sitting here for weeks on end with a paid bill for a product i haven't seen. The informations so far have been more of a "vaporware" company so far then the ones of a renowned Computer manufacturer. Thanks for this.
On a sidenote, even if it won't effect me, please introduce a process to change orders after they were made without cancelling. All "compensations" i have been offered so far (a bag, a printer, a warranty extension) would have required that i cancel and resubmit my order, which i'm not willing to do, being a customer who ordered on 06/28 and i need that machine by 08/27 at the latest for a trip. Reordering would shed all my hopes of ever getting this in time.
Thank you, are there any news if EMEA has commenced producing the M1330 in red by any chance?
Thank you for this information, but I guess you lost a lot of customers.
As I already mentioned in a earlier note, I ordered on July 12 and cancelled on July 14 (because of the downgrading of the processor).Still waiting for my money...wrote an e-mail and phoned at least three times. Every time they said sorry and that they will send a mail for confirmation of the call...still got no money and no mail confirmation...3 weeks gone now.
Unfortunately there's no notebook as good as this one. Have to wait for something similar.
I am happy i am one of the lucky 10% my estimated date was Aug 13th, but when i changed my ordered it turned to Aug 22nd, but my order has shipped, i have gotten my tracking number and can't wait. The reps have been very helpful. Can't wait for the system :)
If anyone wnats to know my specs are 2.0 ghz processor, 2 gb of ram, normal screen with 2mp carmera, my laptop is black, with nvidia video card
Alex, first thank you for the update. It is all starting to make sense & I am okay to wait if I know why. However, as Nick said I too ordered a black LED display on July 1 & have not received my order despite many others with the same specs ordering weeks later now receiving them. Also, I am concerned that my order will be held up or cancelled because my spec allowed a 4 cell battery & now the same configuration shows that this is not compatible (why, i don't know). I have called and asked CSR to be sure that it is okay, but they don't have a clue & just read back my order!
Anyhow, I like the openness of this Blog but I just wished you could set up a special 800 number with trained reps that understand the issues with the M1330 & to help all of us.
Keep Them Coming!!!
Thank you for getting the consumers message and telling everyone the truth. You should know that the majority if your staff in customer relations is not doing that. You should have that issue fixed if you want the bleeding stopped fast enough. The communication from Dell to consumer is just absolute disorganized chaos.
The downside to your truthful explanation is unfortunate. It shows that Dell completely mismanaged this entire release and process and continues to mismanage it. If I was a consumer I would be concerned about the quality of the product, or worse having to call Dell support after receiving it and going through this process to order, wait, get lied to, be treated poorly, and have their money held for so long by Dell without getting their product.
It is also important for you to know that the majority of the Executive Escalation team are some of the worst culprits in the botched process. When you reach most of them, they communicate like robots with no information and force you to look elsewhere for solutions. I personally got all the correct information from the team in El Salvador and if it were not for them I would not have waited 5 weeks thus far.
After 10 years being a loyal Dell customer, I gave up today and canceled my M1330 and purchased a Fujitsu Lifebook. I can honestly say that just based on my experience the past 5 weeks with Dell, and comparing it to my one day with Fujitsu, I can't see myself ordering from, or god for bid calling Dell ever again.
Good luck personally and thanks for keeping the consumer informed directly. They deserve to hear from you daily at this point.
Life is short and the human element in all this situation is missing....Dell is completely wasting so much time from peoples lives during this process and I bet many won't forget this. I won't.
1520 delays abound as well. Ordered my system Jul 7/07 and delayed three times since. Today, Dell has effectively given up projecting a delivery date for fear again setting expections they can't meet. In this regard, I'll applaud the honesty.
When following up, I was originally advised the case was back ordered, today I've been told it's the chassis (may well be same parts). Regardless, shame on Dell for going to market with such hype only to disappoint so many customers. Besides frustrating its customers, Dell shareholders s/b furious, the company is missing the prime back to school market!
All in all, an execution disaster for what's suppose to be a world class company.