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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DELL STUDIO 1555
was my first laptop ordered in life. The status is I have paid the money n got the delivery on 8th Nov 09. But due to technical faults in laptop I was suggested for a replacement. It has been more than 2 months the DELL TEAM is performing their so called formalities for the replacement. I am standing on 49th days without the laptop. Only thing I hear from dell is a new reason for delay & a new date for the delivery. My only job now is to either wait for their calls (as they promise everytime i call) or just stay on hold for indifinite times.. I am highly dissatisfied with the experience & sheer unprofessional attitude of reps. My dell experience has ensured me that CUSTOMER CARE NEVER CARES.
Now since I have promised my dell representative to share my experiences in public till I get my laptop. I will ensure that unlike dell at least I keep up my promise & continue to call/write to DELL instead of my loved ones...
Update, people you are whistling into the wind throwing your complaints onto this blog DIRECT2DELL don't give a monkies either. All this 'let me have you service tag number and I'll try and help' is nonsense. Lionel has had my details for over two and absolutely nothing has changed.
Not to bad I'd say, I ordered two system at the exact same time. Both on October first. The lesser of the two systems arrived in just under two weeks. I'll assume they had a big truck headed up to Canada loaded already. The second system had an initial EDD of Nov 9/2009. It's now Feb 2/2010 and I've just learned that the salesman didn't enter the order into the production system. Oh lucky for me they've now "escalated" the situation and are going to "try" and expedite the order.
I once had faith in Dell, I ordered from them exclusively. My faith is now gone and I will never order or recommend them again. They moved Canadian Tech support, sales and customer care out of Canada and sent it over seas and again the quality of service has gone to hell in a handbasket. Dell gets what it pays for and we end up paying more for it all.
I just dont understand why dell doesn't do anything about their poor customer service. I watched a youtube video of a person who does tech blogs and reviews... He had a 9 min long telling of how dell wouldn't honor their own warranty and so on (basically everything everyone has said in this blog) and he was contacted by dell to fix the issue, and even told that Dell was spending millions of dollars to fix the problem... where did that millions go? Would it even matter if all of these 200 something people just canceled their orders and went elsewhere?
It's amazing Dell can get away with this worst customer services. I just wonder how their shareholders invest in a company having no ambition to fix their system and poor services.
At this moment I am still waiting for an invisible person on the other line of Dell Home user support customer services depertment. It took 1 hour. I live in Melbourne, Australia, not "Down Under" the ocean.
The laptop we ordered may never turn up. But it's not as bad as being transfered around all Dell departments and waiting each time an hour for each phone call and still did not receive an answer for the delay.
I am asking for any Exec from Dell to review their Customer Services. A restructure is highly recomended.
Also if a compensation would be considered to customer by Dell for the time wasted and frustration caused by this kind of services.
Extremely unhappy customer.
Happy to discuss.
Lionel, I finally received an email from Mangala. I replied with contact details on Monday and a full synopsis of my problems up to this point I also stated I would be free from 3pm today. Mangala replied on Tuesday saying he/she would review my email and the issues therein and telephone today.
So far I've been waiting an hour and a half with and guess what, NO telephone from Mr or Mrs Mangala.........!
3 Months and still no resolution.
One word, Unbelievable!
I've ordered Studio XPS 16 with RGB LED screen and i7 processor on 1/9/2010. The order was supposed to be delivered on 2/2/2010 but the delivery date was updated 4 times to 2/9/2010, 2/16/2010, 2/23/2010 and last one 3/2/2010.
I contacted customer support and they informed me that the order is being delayed as the Intel WiFi Link 5300 802.11AGN Half Mini Card is backordered.
I'm not optimistic about receiving my laptop on the latest estimated delivery date as well.
My latest email to DELL following yet another let down.....!
Dear Mangala,I hope that you will have the due consideration to
reply to my email from last Thursday. I waited for a call for you on
Weds at the time we agreed in your earlier email to me but you did not
call. I look forward to hearing from you, or anybody from DELL
for that matter who can bring this absolute joke of a transaction to a
resolution. But once again I shall not be holding my breath.Michael Hackett
I live in India and after being on the phone with the Dell CSRs I offered to drive down there and help motivate them.
It's been 3 months since I ordered and I've been delayed 3 times. I need the laptop for my son graduating from high school in the states but it looks like he won't be a PC user by the time college rolls around!
Well Dell - there seems to be a lot of unhappy customers - and I am among them - sorry to say.
I have had a 3 month delay on a laptop and 3 month seems to crop up a lot - very unreasonable length of time to wait, especailly after Credit Card was charged within 21 days of order - tut tut!
Still no idea when I can expect my laptop but everyone at Dell seems to be very sorry for the inconvenience and frustration - a mute note to a very real problem.
As you can teel I am very negative re my whole Dell experience - would love to be the opposite.
Come on Dell - pick up your service and get those unhappy curstomers back on your side - sort this mess out please.
I am seriously frustrated with Dell. I ordered a desktop and a netbook a month ago, got the netbook when expected. However the desktop is another matter. I am now on my 4th delay with no explanation. Customer Service staff have no answer, after the second delay I was told no additional delays are expected. What a joke! I have been a long time Dell customer but will not order another thing from Dell after this. The special financing promo will probably expire before I ever receive the computer.
have ordered a few systems from dell over the years, my sister owns a large personell company and has got over 200 systems over the last 2 years, and now i ordered another one she also ordered another 10 and we have been put off for yet the third time and cant get a straight answer on when we will recieve them. since you outsorced you company to India we have had nothing but delay after delay. She had to cancel her orders because she needs them at her offices and not just a promise they will be delivered. I am wondering if I need to do the same, Is this the new Dell company motto < your order is being delayed again or what. Do we need to go to a stockholders meeting to get a real answer, because it seems you no longer care about your customers any more. I know that this company started out American and now it seems you have decided that you dont need us anymore. It would be nice to be told that your system is on it's way but we are wonering if it's going to the Taliban insted.
I ordered a DELL T310 and my hope is waning out as each week the estimated delivery date gets pushed back again. This is getting very frusterating. Why can't an estimated delivery date be made better with knowing delays in parts and adding a week or two on to it so we have some sence of when to expect. Can we have some organized effort from Dell?
My delivery is updayed again as delayed till 18 Mar 2010.
Order Date : 11 Feb 2010
First Delay Update: 04 Mar 2010
Second Delay Update: 11 Mar 2010
Third Delay Update: 18 Mar 2010
I placed my order back on January 16th 2010 for a Alienware M17x with all the bells and whistles ($4063.00 worth) and today received my 7th delay notification, which puts the expected delivery a week from now (March 16th). I really don't know what to say except that Dell should be embarrassed and that I'm deeply disappointed.
My order is delayed four times. Dell XPS9100. Apparently no one can give me a clear explanation as of why it is happening.