Ok, I broke down and called.
I spoke to Tim. I started with the whole story about how I had called on Monday and was told my order was fine etc… He started saying “well the new models do take longer to build”. I told him that I am not calling early, its supposed to ship TODAY and, knowing it won’t, I want to know the real ship date. I told him that is not true as the first XPS systems went through production pretty fast!....UNTIL they discovered a problem wth them and then apparently halted production. I explained about our “community” (being the forums) and many people have the same exact status – basically stuck in production right after placing the order.
I asked him does he, or anyone at Dell visit the forums? If you want to get in touch with the customer base, you might want to check it out regularly. He kind of laughed and agreed that they should do that. The other thing I stressed is that we are ALL looking for the real story here, and keep in mind, we will all be talking. Basically, don’t tell someone one reason for the delay and then someone else something totally different because we well find out! (Power to the people!
– ok I didn’t say that part.)
I think he understood what I wanted, but he said at customer service they only hear bits and pieces of whats going on and they usually don’t start looking into things themselves (like the forums) until customers start calling them on issues. SO Call People!
Side note: in previous problem with an 8600 video card, I told customer support to go to this link…and gave them a thread to read. It outlined very nicely the problem without me having to rehash, word for word what I had found to be the problem with my system as well. It saved me a ton of troubleshooting phone time and basically they didn’t have me do any of the ‘non related – scripted’ thing they usually have you try.
Ok so basically he told me he would have to call production to let me know whats going on and would call me back. I didn’t actually get that, instead got a voice mail message – automated no less – saying the standard Dell message. “Hello, this is the Dell order notification team calling to update you..etc…We are sorry – experiencing unexpected delay…yada yada yada.. new ship date on or before 3/25/04.
Well I guess it could have been worse than one week… IF is ships this time!