We’re seeing some online activity in blogs, forums and from customers on Twitter like @kevincully and @dstxus reacting to order delays. Especially at this time of year, we are sorry for the frustration. The reality is that we are seeing increased demand for many of the products consumers want to buy and it has affected our ability to fulfill the orders. In addition, there are also some industry-wide constraints on some components (like memory and larger-capacity hard drives) that are delaying the manufacturing of certain products for customers.
We’re addressing these issues and regret any inconvenience this has caused our customers. We recently extended our manufacturing capacity to help meet this increased demand. We hope you choose to keep your current order and choose Dell. Customers in the United States who choose to keep their order can receive a Dell Holiday Card by filling out the form on that link. If you request a holiday card by December 20 at midnight, you should receive it in time to put under the tree.
If you choose to cancel or change your order please follow the directions below:
If you are a customer outside the United States, please contact Dell Customer Service in your region. Here's how to do it:
Again, I apologize to customers who are affected by these delays.
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Thanks Dell my son will be so thrilled to recieve his holiday card instead of his netbook, you really came through this time!!
Yeah, thats great, 1.5 months to get my comp (hopefully...it will probably get bumped again).
How bout next time have the parts in stock before your customers purchase? I bet you have enough of "Holiday Cards" in stock, just not the components for my system.
Yea except dell does everything in its power to refuse cancelation of the order.
Dell has ripped me off. They shipped my order but changed the prices. Now my sales rep never existed. They have no intention of making this right. What, did they just happen to know what I wanted and ship it? I am considering returning it because of this situation. I used to have a lot of praise for Dell now I am truly dissapointed. If this is how they treat people I am not sure I want to spend money there. I am not talking a lot of money, but it is the principle.
ive only been delayed once so its no problem yet but if my pc doesnt arrive by the new EDD which is 12/30 then im canceling my order.
Just a couple of questions:
Why would you continue to take orders when you know your manufacturing capabilities cannot keep up without a notice on your main site?
Why would you give random ship dates that you know you can't keep and refuse customers refunds?
Since in my personal experience you have the absolute worst off-shore support, why would you expect someone to buy a Dell computer from a retailer when they will have to deal with said support for any warranty issues?
Lionel are you able to list the specific items that are on delay?
Also how for those whose orders are on delay because of the tract mouse or keyboard can get their pc systems shipped in advance rather than waiting for those items.
While appreciated, your response is inadequate, and here's why:
1. Your phone support (in India, I suspect), is probably the worst excuse for "customer service" I've ever experienced in my entire adult life. Telling a paying customer that they can't comment on why the machine they have ordered is late is absolutely absurd. To top it off, they were extremely rude and seemed to have an issue with me speaking to a manager of any sort.
2. Why won't you tell me what component is running late on the build? If it's something minor, I'll change the order so I can get the computer on time. Why is that so hard?
3. Why is Dell giving out estimated shipping dates without taking supply and demand into account? I know many people wouldn't have ordered a Christmas present based on these dates if you were honest in the first place.
I've bought 4 machines from Dell now and I'm sad to say this will be my last. I've always spoken favorably about the company and that stops today.
For now, I'll wait for my phone call from the mystery manager that support told me would call...5 hours ago.
Ordered Nov.24 , est. arrival Dec.18, it has yet to ship, waiting for the inevitable delay email, atleast that will be some sort of update on my order status.
Order my computer Nov.9 been delayed 4 times..New date 12/31..Was my son`s Christmas present, thanks Dell.
Dell is about to loose my commercial account. And with 8 computers bought in the past year - I hope it hurts. I ordered a laptop for my own personal use the day after Thanksgiving, and now it says it won't arrive until January 7?!
I sold my old computer to help offset the price of this one. Thanks Dell. Thanks.
My issue is not ordering and not receiving. It is ordering a service and canceling and waiting now ONE MONTH for a credit to my account that has not happened. I have made a total of 3 calls to Dell-On-Call requesting the refund along with the original written request via email. They have kept me on hold at extreme lengths of time and have questioned the status of my hard drive which is something Dell-On-Call does not handle. I had an issue with my hard drive and it was replaced and the damaged one sent in. But again this isn't On-Call's issue. I have been a customer of Dell over 10 years and have never returned or canceled any service until now. I know legally this is wrong and cannot be done according to your contract. I made a request for a refund exactly 9 days from the date of purchase which is within the 30 day limit.
I am truly disappointed at the level of customer service I have not received and have yet to get this matter resolved.
Please provide any feedback on this issue.
P.s. I have also phone customer service 3 times as well.
Us DELL customers celebrate xmas in January.
Ohh, a holiday card. Thanks.
Industry-wide constraints? Components ARE available, it is a matter of price. Prices have gone up, you do not want to pay the higher price seems to be more likely.
So, 1 week to Christmas and referring to B&M stores? You gotta be kidding me. That to loyal customers who placed their TRUST into Dell.
Out of 4 orders I placed around Thanksgiving - Cyber Monday, 2 got cancelled by Dell and 1 is delayed until the next year. Nothing "offered". Calling in, I got disconnected often, customer representatives were unable or unwilling to help, some referred to a resolution hotline, transferred me, only for me to get disconnected tons of times then or people hanging up on me. Contacting customer care? It - just - does - not - work.
1) Vostro a90, prominently advertised on Cyber Monday, suddenly - more than 2 weeks later you guys are getting the idea that the item is not available anymore? There is nothing really to replace it with plus the item has already be committed to a key customer. (SMB order)
A replacement needs to be of significantly higher value or I will have disgruntled that customer forever.
2) Vixia HG21 - also 2 1/2 weeks after placing the order you got the nerve to cancel? Supposedly not available anymore? 1299 MSRP, was a good deal sure, and there was Bing cashback, no way I am getting a comparable deal now. Are you going to offer a substitution for something compareable that 1299 value to offset the damage? That item was meant as a gift for elderly parents who live on a different continent - no way I can get something compareable now on that short notice without losing 100dreds of US$. Oh, and it is needed for a wedding on 1/1/10. What is Dell offering here?
3) Dell Zino HD, delayed - what a surprise... also an item that is "committed" in this configuration, do not have the luxury to give out a "card". I do not know how I can make up for that without it to cost ME a lot of money
Note that electronics, the later you ship, the less value they have as technologies move through their innovation lifecycle. Some companies actually do that as part of their profit stream to modify shipping dates if the money saved by shipping later or profit lost by shipping earlier is too large.
Seriously, you guys have to do a LOT better to make up for this.
XMAS rush? I ordered my system on November 7th! I didn't consider myself a procrastinator, but apparently I needed to order my cookie cutter system in September or October if I wanted it by XMAS. That's right, 3 MONTHS to build a PC. My order has been delayed to January 19th, 2010.
I feel better now that I have read the replies to this post - in my case I have vacation coming up and I was looking forward to do some work on the new machine. Now it is too late to order a comparable machine on time from somewhere else, my plans are ruined and I will have a hard time in January to catch up. At least I am the only one disappointed and not my wife or my daughter. I offer my deepest sympathies to anyone who has to explain this to a loved one on Christmas.
I was wondering why other people would switch to Acer and HP, since their products are not better at all. I guess now I know. That Gateway/Acer machine I did not pick starts to look better every day.
So, foolishly I ordered a new laptop for my daughter on December 6th - as a Christmas present. At the time Dell newspaper advertisements were telling me that delivery could be made within 48 hours. When the delivery date of December 21st came up on the order confirmation I thought - no problem - still plenty of time. On 16/12 the order went from "W-I-P" to "In Production" - great news - still on track for the big day.
Yesterday the EDD moves to January 2010. OK - disappointing but not the end of the world - I'll cancel and go to a store and get an alternative. But - surprise, surprise - now it's "In Production" I can't cancel! I have to wait for delivery and then return it - and Dell will charge me for the privilege.
This is truly unbelievable and the worst kind of customer service. This is my 5th purchase from Dell - and the last! And they're still promising delivery by Christmas on "Fast Track" items.
What about fulfilling outstanding orders before seeking new ones?
I’m most perturbed about the ficticious “estimated delivery dates” when I placed my orders. One of my orders is from November 17th and has been delayed three times, still not arriving until [at least] the end of December. Luckily, neither of my orders are critical to have before Christmas…I feel sorry for those that had expectations of receiving computers in time for Christmas…especially those that ordered in early November!
Thanks Dell for moving my estimated ship date from december to January (without even telling me) my duaghter will be so thrilled she will not be getting her christmas present, and i think its real real bad that i can not cancel and i can not return the product, i guess i will have to purchace a PC before xmas from a fair and reasonable supplier and sell the Dell (when it appears) I have had about 30 Dell PCs but there will not be a 31st
You should offer something REAL to show customer appreciation like a $100 gift card or a percentage OFF the price of the computers we're waiting on. Even free, upgraded overnight shipping. I don't want to tell you what you can do with that Holiday Card.
Thanks dell for your fake shipping dates. I would not have ordered if i had gotten a real date. Thanks for ruining Christmas morning. Hopefully ill be able to go to best buy and get a nice HP or something because most likely going to cancel my order and never order from dell again. This is the second time this has happened to me. The worst part is i called dell like 8 hours ago and they said there were no part shortages for my laptop and it would be here by the 22nd but now my order page just updated and says the 31st.
Thank you again Dell for ruining Christmas morning for my family. You lost a customer for life.
Thanks a bunch! Ordered my alienware on 14th Nov was told a delivery of 21st Dec. Suddenly the estimated delivery date changes to 1st Jan. I didn't even get an email telling me that the date had changed - let alone why it changed! So much for that christmas present! Us UK customers won't even get one of these vaunted "holiday cards" to put under the tree! Looks like its an empty box under the tree this year.
It looks like I am not alone!!!
Ordered a pc on November 17th for delivery on December 22 ...., a long time !! Suddenly the delivery time is changed to January 25 with no notification, of course. But the real trick is that Dell debited my Visa account on the 8th December ....... at least 6 weeks before the projected delivery!!!!!!!"
Of course, I have made 3 phone calls and sent 2 e-mails. Did I get an answer? No. I have bought almost 10 machines from Dell in the past, but, never again. What a farce.
The first No-Dell, the blogger did sayWas to certain poor customers facing delayOn delivery promises Dell couldn’t keepLike snow around Christmas, the problem was deep.No-Dell, No-Dell, No-Dell, No-DellA Holiday Card doesn’t suit me so well!They chose a machine that was rated five-starAll built in the East beyond them farBut quickly enough? Well it seems not quiteAlthough they were working both day and night.No-Dell, No-Dell, No-Dell, No-DellA Holiday Card doesn’t suit me so well!And by the light of one single starThey roamed the freeways both near and farTo seek for a Dell was their intentAt Walmart or Best Buy, wherever they went.No-Dell, No-Dell, No-Dell, No-DellA Holiday Card doesn’t suit me so well!Then entered in those purchasers allWhose childrens’ faces were certain to fallIf under the tree, among their presentsNo laptop to see, they’d be frankly incensed.No-Dell, No-Dell, No-Dell, No-DellA Holiday Card doesn’t suit me so well!These buyers drew nigh to aisle forty-threeThere were systems from Gateway, Compaq and HPAnd there they made their ultimate choiceAs they sang to the heavens with one single voice:No-Dell, No-Dell, No-Dell, No-DellA Holiday Card doesn’t suit me so well!
(Sorry about the first try - it looked OK in the Comments box. Can some kind Admin soul delete the 'formatted' version, as I don't seem to be able to edit my posts, any more than I could have previewed it, as many forums permit)
Canceled my aurora order yesterday. Ordered from newegg, building my own, saved $550.00