Thanks to all of our customers who continue to wait for your orders despite the delays. We apologize for the frustration that they have caused all of you. I know that many of you have seen the blog posts about the XPS M1330 delays, but many customers are asking for details behind the Inspiron delays. I wanted to spend a few minutes to try to address some of the fundamental issues we're dealing with.
Regardless of what product we're talking about, generally speaking there are two things that dictate when we will ship your order: 1) the order date and 2) parts availability. There are other variables that factor into this, but in general, we expect to ship products in the order they were received when we have the components to build your system.
Speaking of components, many of you have asked which ones are delaying your orders. The reason that's not a simple question to answer is that the supply picture changes frequently. Once we are aware that a component is in short supply and will add time to your estimated ship date, we try to indicate that on the configurator in Dell.com to give you an indication of further potential delays.
To date, color options are the main source of delay on Inspiron notebooks. Basic colors like black are easier to produce. Premium colors and finishes like we use on the Inspiron models introduce complexity into the process, and that's holding things up. Just as Alex mentioned in his post about colors on the M1330, producing smaller quantities is not the issue—it's mainly an issue of scale. We'll continue to work directly with suppliers to ultimately increase our production on color notebooks. Besides scale, we are also focused on maintaining the levels of quality we established when we designed these notebooks. In other words, we're not going to relax our quality standards to ship more products.
While premium colors are the main reason for delay of our Inspiron notebooks, displays are a secondary reason—some screen sizes are in short supply.
As long as we have lots of customers waiting for systems like we do now, we have some tough work ahead of us. I can assure you that people at all levels in many departments across the company are working around the clock to resolve all the issues preventing us from shipping your systems. Beyond that, we have added dedicated sales and support resources in the United States and around the world specifically to address the customer experience issues that these delays cause. We also understand that shipping your system is key, and we'll continue to work to do that.
Thanks again to all of you who continue to wait for your orders. We appreciate your patience and your business.
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One color: Black. "You can order the automobile in any color you like, as long as it is black." -- usually attributed to Henry Ford.
The design factor that was supposed to proudly enliven the new laptop lines is the culprit. How shameful.
It took about 6 weeks of complaints after complaints before a Digital Media Manager (not a Senior Vice President) was authorized to post some vague words about the production problems regarding the Inspiron notebooks.
Thanks, Lionel. But, no, thanks.
I was not profane in my comment so POST IT!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
Compensation would be great.
I'm not just looking for free handouts. The people that have been waiting weeks upon weeks for a computer deserve something other than a pat on the back or kind words like thanks, or good going, or we love your money.
If you are taking our money for a product, as far as we are concerned, doesn't exist we should be rewarded with some small gestures. A Timbuk2 bag would be great or any other small gift.
Concerned about how much I'm valued at Dell,
Norway 25. August
Thank you for the post about Inspiron notebooks at last.
Don't apologize for the frustration you have caused all of us but for the miss of customer service and honesty about delivery time.
I ordered two Inspion 1720 (blue and green) July 31. and have a estimated delivery date at September 13. Nothing have happend, no production at all and no promises about delivering in that time. I still hope and wait but if the delivery is delayed to October I think I will give up. My money have been deduct my bank account even if Dell say they will do this when they have a product for me... You don't have a product for me and I do not have the money to pay you mostly 2 month before I get my notebooks.
The compensation we have been offered is the same small amount as people who have ordered one so we are not earning something at all to have one order for all. May be it also make our delivery late?
Still I got the weekly advertisement in my mailbox from Dell who is trying to sell more of what they don't have *|o|*
I am very frustrated and insecure at this time but I still have a hope... Don't let me down any more.
This has become the party line. Pretty much exactly what was posted about the 1330...So we are back to paint and displays causing these delays? Sorry, but it doesn't fly. No other manufacturer has trouble with display supply, why only Dell? As far as the painting, one would think that this would have been resolved long before actually selling these bloody things and if not then at least by now, months after release. A company with the resources and experience that Dell has is being stymied by something as basic as this?
This is interesting (sort of like a car wreck is interesting):
"I can assure you that people at all levels in many departments across
the company are working around the clock to resolve all the issues
preventing us from shipping your systems."
Wow...under those circumstances we should feel all warm and fuzzy that we are being taken care of and that Dell is seriously paying attention to our problems and frustrations. But if this were the truth then this problem would not exist at all...but it does exist. A company like Dell is throwing all of their mighty resources into this problem and still can't ship the products? Paint and displays indeed!
Then I see this...
"we have added dedicated sales and support resources in the United
States and around the world specifically to address the customer
experience issues that these delays cause"
What? Where are these resources? My customer experience has not changed at all over the last 2 months. 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 like the part about dedicated sales staff...just what Dell needs, more sales staff. Keep selling a product you cannot build...don't you folks see a small problem with that? It leads right back to the original problem...lot's of us waiting for our orders and orders simply not shipping. You continue to post excuses that we cannot even force ourselves to believe and the waiting continues as you sell mre and more of these ghost-products to unsuspecting folks all over the world.
To correct the problem you simply need to ship these devices as promised. Stop bumping the shipping dates over and over again. Try an honest approach...stop selling them, start building them, tell us when you KNOW they will ship and stop throwing us shipping dates that you must by now know are completely fabricated. Since when has honesty ever hurt a company, especally a company who had such a huge loyal customer base?
I ordered a midnight blue Inspiron 1520 on July 7, and recieved it exactly when Dell said I would. So far, I've been very happy with it, except for the fact that the internal card reader seems to be faulty. I sent an email to customer service about a week ago, but haven't heard from them yet.
Thanks for the screen shot - too bad that's not what most of us were priviledged to see when we ordered our laptops!!!!!!! Apparently you're problems with the laptop colors preceded ALOT of our orders and this is frankly too little too late. You may have product delay problems - who doesn't experience that now and again. But your problems excede that - your problems started when you started backordering peoples laptops without offering clear answers at the very onset. Not only that, but if you read this blog and see how very inept your customer service department it in explaining the situation to your customers - your problems go way beyond not being able to put paint on a laptop casing. That is what will ultimately result in your loss of business. There is NO excuse for withholding or going about your business as if nothing was wrong - when you should have been keeping your customers informed from the very beginning. And to backorder customers on the DAY they are supposed to ship - what is that about?
I would be more than thrilled to get notification that my Laptop was shipping on the Magical August 28th date. But since I order a Ruby Red, 17 inch 1721, I'm skeptical. In fact you haven't addressed that magic date at all in your blog post. That is exactly what I'm talking about. Give us a little bit of info, try to appease us - and basically - I feel like you think I'm stupid enough to fall for that. How long have the paint problems existed??? How long have the screen shortages existed??? Why wasn't the check out process we all went through at the time reflecting those situations???? How about addressing our direct questions??? Why can't Dell adopt an attitude of being up front with their customers???? And why does it take nearly a week of over 200 negative blog comments to get someone from Dell to actually say ANYTHING about the situation??
After several days of complaining and several hours on hold, I was told every excuse they can throw at you, and the final word last night was.
Sir, we have the blue in stock, for the inspiron 1720, I don't know why you have not received your computer yet. they did have a slight shipping problem with the colors, there was an earth quake in Malaysia and that did delay the colors, but they are all in stock now.
I am now starting to think that it was never a color problem for the inspirion, but maybe they might have had to many people ordering the free memory and hard drive upgrade that they gave away for free. and the color option that was a free choice as well.
You can't expect to run a sale with the shelves empty, I did email M. Dell last night and hopefully someone down the food channel replies to my email.
Well, according to the notice my Midnight Blue Inspiron 1520 is on its way to me, next business day shipping. Like many of you my order got delayed a couple of times and I too had the ESD changed to the ever popular 8/28 however it supposedly shipped on 8/24. Total time from order to reciept (if it actually gets here on 8/27 like it is supposed to) will be six weeks and three days. Best of luck to all of you 8/28ers out there and this is hoping that yours ships early as well. Still no excuse for Dell to have these delays. Dell is still the one of the best PCs on the market, now lets hope their customer service returns to the level it was a few years ago.
Take care out there!!
Thank you for addressing this issue further into detail.
"1) the order date and 2) parts availability. There are other variables that factor into this, but in general, we expect to ship products in the order they were received when we have the components to build your system."
- Maybe you could be getting orders done so people could be have their systems shipped out 1 week or 2 before their ESD. That way it'll take a shorter time to get through all the orders.
- Those who are still in the Build Stage will get out immediately. ( not that I'm complaining)
"We'll continue to work directly with suppliers to ultimately increase our production on color notebooks. Besides scale, we are also focused on maintaining the levels of quality we established when we designed these notebooks. In other words, we're not going to relax our quality standards to ship more products."
- I hope that you do work and have GREAT communication with suppliers and have the parts come in within the next day or so.
I ordered a blue 1520 July 18th and was stiffed with a delay every week until about 2 days ago, when I canceled after it did not make the ship date. I was however given a $100 coupon for complaining. If you call dell and ask for compensation, they will give that, and free over-night shipping if you push for it. I said I was going to cancel if it did not ship on the next date and it didn't..
I work with Dell's all day and love them, so I wasn't going to drop Dell for this incident. I ordered a Vostro 1500, which is butt ugly (opinion), but has the same stats as the Inspiron for an even cheaper price. Actually, I got a highest screen rez and a 9 cell battery for $100 cheaper than my inspiron had cost. Otherwise, I have the same vid card, processor, etc... These all have been shipping on time, if not earlier. I will get mine in a week.
Drop your Inspiron, you will be waiting for another month. I have school and need a laptop, so I cannot wait.
If you really have oversold yourselves beyond your supply...you should consider doing what the airlines do...offer some kind of compensation to those of us who are willing to wait.
All these kids who need a new computer to head off to college could "board" and those of us who are only traveling on business and not that eager to get back to the office anyway could be bumped to the next flight...with the incentive of a couple hundred bucks off.
I mean at this point your popularity is ranking right about the same level as an airline's would be. What with one delay after another...and you aren't even offering STALE PEANUTS as compensation for not being able to deliver your product in a timely manner.
Here we all are, stuck in those tiny cramped plastic seats....and instead of coming on overhead with some kind of good news, you 're just repeating what we already know....things at Dell are not taking off.
We had noticed the delays so no need to point that out...and most of us don't care what is causing them because changing our configuration doesn't mean we get them any quicker so no need to point that out either...
What we really wanted to hear about is how you plan to SHOW us that you appreciate not only our business but our patience as well.
I purchased a Dell on July 8th, with the expected ship date to be on 7/20. I was so excited that I was going to get the system (Inspirion 1721 in sunshine yellow, my company's color). On 7/20 I received an email from Dell stating that my system has been delayed and would be shipping on 7/27, I got an email on 7/27 that my system would be shipping on 8/3, on 8/3 I got my last correspondence from Dell stating my system will be shipping on 8/27. To date I still have no system and had no updates from Dell. I have to say my disappointment with this company is unbelievable. The company new before the expected ship date that my system was not going to ship. Customer service which is out sourced to India, have absolutely no answers. I asked if I could change what is holding up the system to something they had in stock, and the modifications department was just as unhelpful as the customer service department. I am going out of the country on Sept 9, and no one has been able to tell me if I will have my system before I go. Who can I talk to so I can get answers? I have been patient but Dell has been unresponsive......HELP
I also have ordered an Inspiron 1420 for my daughter who will be starting college in a week. I ordered July 19th with ship date of August 9th and of course the current ESD is August 28th. I did forget to mention the color, Flamingo Pink!
I have read many of the blogs regarding the delays but I have come up with my own theory:
Many of us have been told the reasons for the delays are: The LCD (Liquid Crystal Display), LED (Light Emitting Diode), LCD Cover (The painted outside shell) and whatever!
With Dell's constant quest to sell the best product to the consumer they must sub contract to many suppliers to get the best product and best price. While we all speculate where these suppliers are located what if China is resonsible for the LCD covers?
With China being in the news recently for using paint that contains Lead on childrens toys and a vast array of other products was Dell caught up in this Lead Paint fiasco!!!
Dell and former customers say they have never experienced delays like we are seeing now. When did the delays start? At the introduction of color choice? China and the Lead Paint fiasco seem to fit into our delay situation
I just want to let Dell know how very disapointed and frustrated I am. I really wanted a pink 1520, which I ordered on 7/9/07. The order was delayed twice then cancelled. I re-ordered in red on 7/31/07 and still am getting delayed and expect to get cancelled again any day. This is simply unbelieveable!
I can't get any compensation for my delays and cancellations other than a promise of a $25.00 credit when the laptop finally ships.
I too, have been given the magic ESD of 8/28/07. I got a bonus from work in July, and was buying myself a pink laptop with that money, but now it looks like it could be a christmas present to myself.
I can do nothing but echo the sentiments of the above posters. I have been purchasing Dell computers for years -- in fact, I am writing this message from an older Dell Inspiron. Within my home I can count two more Dell systems, not to mention various speaker systems, mouses, and other accessories. I have helped numerous people purchase their own Dell's, both family members and friends.
When it came time to purchase a new computer, I went with what I thought I could trust -- a reliable Dell. Accounting for possible long orders due to the back to school season, I purchased my Dell in July, all along mentioning that it was imperative that I get the notebook before the last week of August. I was given an August 16th ship date, and I purchased my system from Dell. Along came the August 16th date, and no word on my computer shipping-- to make matters worse, Dell failed to contact me on the matter (I had been promised they would keep me up to date on any developments).
After several hours of trying to contact Dell, both online and via phone (at one point I was transfered to another department, placed on hold for nearly forty minutes, only then to be told by the representative that I had been transfered to the wrong department), I finally managed to learn that my computer had been delayed until the 28th of August -- an obvious problem. I explained the situation, was transfered twice more, and eventually was told that my computer would likely ship earlier then the 28th. I was angry, but what could I do?
Yesterday morning, I receive a call very early in the morning (alone a rude gesture), informing me that my Dell would not be shipping until at earliest the 28th. At earliest! This is completely and utterly unacceptable.
Why Dell has failed on so many levels is beyond me. If I had been informed on the 16th of August of such vast back ordering (which the Customer Service Representatives surely were aware of), I would have been able to cancel the order and purchase a new notebook in time. As is now, I am left out in the dry by Dell.
I'm not quite sure how Dell can ever recapture my confidence and loyalty. I'd hope this message received some attention, but I know better -- all four emails I have sent the company have not been returned . I desperately want to continue to work with Dell -- the only question now is what Dell will do to help not just me, but the thousands of other customers with similar problems.