2012 Thread (14Z oversold on Black Friday)

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2012 Thread (14Z oversold on Black Friday)

  • I bought an ASUS laptop today for my thanksgiving. You happy now? I will tell my son about this story when he grows up,  if Dell still exist then.

  • Exactly,I even got the same email

  • Hi everyone. As you know, we experienced overwhelming demand to our Black Friday door buster deal for the Inspiron 14z laptop which resulted in our selling out of this model within minutes. And unfortunately, some issues on our site allowed for the system to be oversold. The teams worked quickly to fix the problems, and we didn’t see any issues with the Dell.com rolling deals that followed the rest of the weekend and Cyber Monday. We are very sorry for any frustration and inconvenience this caused our customers.  

    As Lionel mentioned here: http://dell.to/Xyg1i9, all of our door buster deals were of limited quantity. And for those customers impacted by the Inspiron 14z oversold situation, we are replacing their order with the Inspiron 15 at the same low price of $299. The Inspiron 15, priced at $399 on Black Friday, features Windows 8, Microsoft’s latest operating system, a 15.6” screen and similar features to the Inspiron 14z including 2nd Generation Intel Core i3-2350 Processor,  4GB DDR3 Memory,  500GB 5400 RPM Hard Drive.  

    PLEASE NOTE: The Inspiron 14z Ultra book http://dell.to/NtcdcB  referenced in some of the posts is NOT the model that was featured on Black Friday for $299. The Ultra book is the newest generation version of the Inspiron 14”model and is just .8” thin with a Solid State Drive that allows you to boot in just seconds.  

    If you are one of the impacted customers receiving the Inspiron 15 vs. the sold out 14z you ordered and do not wish to take advantage of this opportunity for the same low price of $299, we are, of course, happy to cancel the order for you.  Our only goal is to do everything we can to rectify this situation with an offer that is acceptable to you. If you have questions or concerns, please call us at 1-800-247-2076, ext. 4.

    Customer Care Liaison
    If an answer to your post was helpful, if available, click the YES button under your post

  • "We are very sorry for any frustration and inconvenience this caused our customers.  "

    Really?  By giving us a old 15 model with your sorry? Is that a joke?

  • It is Dells responsibility to keep track of their inventory and the consumer acting in good faith should not be punished for your mistake. The new 14z configuration does not justify the $300 price increase.As the parties responsible for custom building PCs and laptops, why can't Dell include the original components in the new form factor? Instead you are offering an outdated bulky, ugly laptop.

  • If you have questions or concerns, please call us at 1-800-247-2076, ext. 4.

    Seriously,You make us to hold on to the phone 3-4 hours every time when we call.

    wow,Great job guys.

  • I feel all your frustrations too. I bought a lot of computers from Dell before and a loyal customer. I went thru all the hassle and got an order of 14z laptop, and now Dell canceled my order and replace it with inspiron 15 (they call it upgraded, what a joke!!) I've felt embarrassed since I've told everybody my that I got for my son the Dell laptop 14z. I wish they canceled my order right away instead of later, so I can have the opportunity to buy another Dell laptop 14z on sale from Staples (which I helped to order for my brother). Now I have to cancel the replacement order (inspiron 15) and look for another laptop for my son (of course not from Dell), but black Friday and cyber Monday is over. What a shame!

  • They 14z BF deal only last for 3 hours.  So dell should know if it is oversold right away.

    But,  Dell noticed me 3 days later.  Do you think they made a mistake or made their money?

  • Seriously, Lorna.  Don't insult our intelligence.

    We all know, just as you know, that the Inspiron 15 is a vastly inferior value product compared to the Inspiron 14z.  Let's keep it simple and just look at prices.

    The 14z in the Black Friday sale was a $599 value.  Your new 14z, despite a few changes, is also normally selling at $599.  And let's face it - it's almost exactly the same thing.  Same size, same thickness, same weight, roughly the same performance, same memory.  The 15 is selling at $399.  Comparable generic 15-inch laptops are also selling at the same price now.

    We all worked hard for that doorbuster deal.  Your system confirmed the orders and set tentative delivery dates.  And don't tell me that Dell, the number one computer company in the world as far as the sophistication of its supply chain management system, "oversold" several hundred laptops.  That defies reason and credibility.  You don't build and operate a multi-billion dollar mostly automated mail/web-order computer manufacturing business on a system which allows that level of screwup.

    This is what actually happened.  Dell promoted a doorbuster deal and deliberately oversold it, realizing they were going to deliver a product of inferior value later after the Black Friday sales were over.  By doing that, Dell prevented customers from buying laptops at other sites, which would have cost Dell a number of sales.  And so Dell deliberately perpetrated this massive bait and switch operation on consumers.  It's not even the first time Dell will have been caught red-handed in a large and organized bait and switch operation.  There have been prior legal judgments against Dell, e.g. for offering certain terms of financing and then changing them after the order was placed.

    Don't take us for saps.  Do the right thing.  And don't delude yourself into thinking that our efforts to rectify this situation stop here.  This story is about to become very public via a number of media sources, and Dell still has the ability to have a say in how that story is told.

  • liuhongbo,

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  • @MarkinSiliconValley,

    You said, "Dell prevented customers from buying laptops at other sites". That is exactly what I feel. I bought the 14z because of lighter weight/size for my son to carry to school. I am so disappointed not just because they canceled my order but miss out the chance to buy another on sale laptop at Staples (same 14z but with i5 and 6GB) . After 3 days later, they canceled my order. I went back to Staples trying to buy the one I ordered for my brother but it was sold out. At least Staples website told me right away that it is out of stock. I wish Dell can tell me right away like that instead of switching to inspiron15. I called to cancel the 15 also. I feel like a bubble getting deflated and mad at the same time.

  • ttcustomer

    @MarkinSiliconValley,

    You said "Dell prevented customers from buying laptops at other sites". That is exactly what I feel. I bought the 14z because of lighter weight/size for my son to carry to school. I am so disappointed not just because they canceled my order but miss out the chance to buy another on sale laptop at Staples (same 14z but with i5 and 6GB) . After 3 days later, they canceled my order. I went back to Staples trying to buy the one I ordered for my brother but it was sold out. At least Staples website told me right away that it is out of stock. I wish Dell can tell me right away like that instead of switching to inspiron15. I called to cancel the 15 also. I feel like a bubble getting deflated and mad at the same time.

    Yep, that's the way it works on Black Friday.  You have to get in early.  I starting hitting the site right at 9pm pacific and finally got through all the server errors to get it in my cart at about 9:17pm.  Then it took another hour and a half to get through hundreds more server errors and complete checkout.  I still would have had time to hit other Black Friday doorbusters if this had fallen through.  But it didn't, and so I didn't.  I bought this for my daughter, again motivated by it being thin and light.  Media efforts are underway by me and many others to raise awareness and motivate Dell to action.  Every consumer protection website and authority is lighting up all over the country on this scam.  I believe we'll start to see those reports coming out later today.  I haven't cancelled my order yet because that's still leverage - and the build is still a couple of weeks out.  If you're at all hopeful of favorable resolution I wouldn't cancel until the last minute.

  • Lorna (or Dell Rep. "X"): another factor you neglect to address is that the 14z offered on Black Friday had a software bundle that I (and I think others) specifically wanted: Windows 7 (Windows 8 is not compatible with the school's requirements), the Office bundle and, in my case, the Adobe bundle.  The Inspiron 15 you offer has none of these that I can see. The only aspect Dell comes close to following is the offer to make a refund, but since the user has to call a specific number that has a wait time in excess of one hour, I suspect that they could be accused of "bad faith" in that regard.

  • I finally go through to the call center handing this after an hour and ten minutes (not counting the hour I waited and gave up on the night before).  "Jaime" at the call center shared with me they only have 5 people handling the hundreds of calls coming in about this issue.

  • that explain a lot