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xps out of build stage - Page 5

post #81 of 140
3/24/04 at 4:11pm
Quote:
Originally Posted by Karl
Why cancel tho? That just delays your getting one...

Honestly, I don't see this problem as being dell's fault - i'd pin more blame on ATI. The misinformation certainly is dell's fault, but that's not enough for me to cancel an order from a huge corp...
Im not willing to pay 3000$+ to get lied to about what is going on with my order. If they had been honest from the begenning that would be fine, but i have been sorely unimpressed with their customer service. Noone at dell (except evidently jamie) knows what is going on, so instead of telling me this, they make up some excuse about why they are not shipping me my system. Why did they wait till the last possible momment to tell me that my order was going to be delayed? Why dident they tell me why it was going to be delayed? This is not how a reputable company operates. I hate to imagin what would have happened if i actually had to get technical support after they shipped me my system.
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post #82 of 140
3/24/04 at 4:20pm
Well I spoke with Jamie again and he still hasn't heard back from his upper management ppl, but is still fighting for me... he tried to get me to switch to a 9100 system with the 64MB card and then get a "voucher" of sorts to upgrade to the 128 for free when they start getting those cards again.... I really wasn't too keen on that idea and I'm going to continue to wait for now... we shall see...

oh, btw its a "worldwide engineering hold" on the 128mb cards only...
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post #83 of 140
3/24/04 at 4:47pm
Quote:
Originally Posted by n_lande
Im not willing to pay 3000$+ to get lied to about what is going on with my order. If they had been honest from the begenning that would be fine, but i have been sorely unimpressed with their customer service. Noone at dell (except evidently jamie) knows what is going on, so instead of telling me this, they make up some excuse about why they are not shipping me my system. Why did they wait till the last possible momment to tell me that my order was going to be delayed? Why dident they tell me why it was going to be delayed? This is not how a reputable company operates. I hate to imagin what would have happened if i actually had to get technical support after they shipped me my system.
Fair enough.

For me, it's about the system itself. People are a silly lot. A PC isn't loaded with emotion I have to fight against As long as I get what I paid for and it's in good working order, i'm a happy man.

Though to be fair to dell, the people I dealt with have all been top notch, with the exception of the first lil' indian I spoke to. But even she had some merit, as she at least forwarded me on to the right queue.
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post #84 of 140
3/24/04 at 4:49pm
Quote:
Originally Posted by Panther04
Well I spoke with Jamie again and he still hasn't heard back from his upper management ppl, but is still fighting for me... he tried to get me to switch to a 9100 system with the 64MB card and then get a "voucher" of sorts to upgrade to the 128 for free when they start getting those cards again.... I really wasn't too keen on that idea and I'm going to continue to wait for now... we shall see...

oh, btw its a "worldwide engineering hold" on the 128mb cards only...
Well, at least Dell is doing the right thing and halting production instead of sending out a boatload of broken systems.
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post #85 of 140
3/24/04 at 8:09pm
Quote:
Originally Posted by Karl
Fair enough.

For me, it's about the system itself. People are a silly lot. A PC isn't loaded with emotion I have to fight against As long as I get what I paid for and it's in good working order, i'm a happy man.

Though to be fair to dell, the people I dealt with have all been top notch, with the exception of the first lil' indian I spoke to. But even she had some merit, as she at least forwarded me on to the right queue.
Being lied to, or given excuses, or not told what the real status of your order is, is just bad business, pure and simple. A bad vendor is not worth doing business with no matter what they are selling. Transactions are always about more than just the physical article, they are also about trust. Anyone still feel they can trust Dell to deliver what they contracted for? I'm starting to have my doubts.
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post #86 of 140
3/24/04 at 8:51pm
Quote:
Originally Posted by KevDA
Being lied to, or given excuses, or not told what the real status of your order is, is just bad business, pure and simple. A bad vendor is not worth doing business with no matter what they are selling. Transactions are always about more than just the physical article, they are also about trust. Anyone still feel they can trust Dell to deliver what they contracted for? I'm starting to have my doubts.
Well, I'm not that hardnosed.

The way I see it, when people call customer support, they want answers. The schleps at Level 1 can't possibly know every detail about where any particular system is. I personally just don't expect them to anymore. Call me a dell sympathizer or what not, but after years of dealing with these kinds of companies, I know to keep low expectations from huge companies like Dell when it comes to end-user relations.

It's your money, spend it how you like... but I love this XPS machine - and i'm willing to deal with cruddy end-user relations to have it. In the end, if something goes wrong, I am persistent enough to make sure it gets fixed. That's not worth everyone's time, but it is worth mine.

I personally haven't had the problems you have had regarding order status. But after the sale, I've had no problems with Dell. They were fast to have my defective GPU replaced, and even ponied up a whole replacement notebook so I got that "new" feeling again. They did the latter without me even asking.
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post #87 of 140
3/24/04 at 9:31pm
Thread Starter 
I've been called by my sales person's manager. There is a delay, and it's on the batteries. The batteries have now been upgraded to an engineering hold, and the delay doesn't have an eta to be lifted.

I was seriously thinking about cancelling, but he offered me enough to keep me waiting. For those waiting, hold out till you are comfortable. It worked for me...

B.
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post #88 of 140
3/24/04 at 9:55pm

Called Dell ... again...

Called Dell Canada today and spoke with Jocelyn. She sounded quite tired, so I asked her if she was sick of answering order status questions for people who have purchased the XPS and 9100. Jocelyn laughed out loud, then asked me if she could help.

I asked her how far along my system was in the process, she told me that in was in "Final Assembly" (whatever that is) and her magical computer stated that it would be shipped in 2 to 3 days from today (hah).

Jocelyn also pointed out that there was a 20 days "lead" (ie, wait) time on the XPS' and the 9100's. The delay was due to the P4 3.4 chips. Um, okay.

XPS was purchased on the 5th of March, 2004.
InProduction the 15th of March 2004.
Still there today (24MAR04).
Estimated ship date is the 29th of March, 2004. We'll see.
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post #89 of 140
3/24/04 at 10:15pm
Which number do you call in Canada? I wasn't able to find a specific one for order status, so do you just call customer care?
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post #90 of 140
3/24/04 at 10:22pm
My XPS is still in Production. I've called my sales rep and left messages and emails. She hasn't called me back and the other sales reps won't/can't handle my order! They say it's because I ordered through the student/faculty teacher program and I have to speak with the rep who took my order. I'm so frustrated...even the rep's manager hasn't called me back.

Here's irony: one rep asked if I hadn't had any phone calls or emails about the delay...and he sounded shocked when I said no! I told him that I got my info from the Dell Forum...I'd laugh, but I'm tired
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post #91 of 140
3/24/04 at 10:26pm
Margo,

Called 1-800-847-4096 and then pressed the following numbers: 1 (english); 2 (customer service); 1 (order status, I think); and, then 1 (to speak to a human).

Hope this helps. I'm interested in hearing what they say to you.
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post #92 of 140
3/24/04 at 10:56pm
I can vouch for the "batteries" issue... my guy in notifications told me about that last week that they were having problems with batteries and switching to another supplier for them, which was going to cause things to be "tight" on the supply line through the end of April/early May... I got lucky enough to finally get my battery, but now my vid card is apparently bad/has problems...

Bberman - what did they "offer" you to keep you wanting to wait? the way you worded that its as if they given you more than just next-day shipping as they did me...
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post #93 of 140
3/24/04 at 11:02pm
Thread Starter 
I was given a LOT more than free shipping. I'm kinda embarrassed that I held out for so much, but hey, I did place my order in Feb, and I'm still going to have to wait about 3 more weeks, it looks like.

I'd just call and hold out as much as you can

B.
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post #94 of 140
3/24/04 at 11:07pm
I see... well... I've already waited this long and only accepted next day shipping for free so far... depending on what my new wait time will be for the vid card I might see what they are willing to do for me (esp since my order was Feb 14)...
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post #95 of 140
3/24/04 at 11:09pm
Quote:
Originally Posted by Margo
Which number do you call in Canada? I wasn't able to find a specific one for order status, so do you just call customer care?
I've been using Customer Care (1-800-847-4096) then navigate the phone mail tree. When it says to check order status on the web, ignore it and hit 1
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post #96 of 140
3/24/04 at 11:17pm
Quote:
Originally Posted by gadgetgirl
My XPS is still in Production. I've called my sales rep and left messages and emails. She hasn't called me back and the other sales reps won't/can't handle my order! They say it's because I ordered through the student/faculty teacher program and I have to speak with the rep who took my order. I'm so frustrated...even the rep's manager hasn't called me back.

Here's irony: one rep asked if I hadn't had any phone calls or emails about the delay...and he sounded shocked when I said no! I told him that I got my info from the Dell Forum...I'd laugh, but I'm tired
Similar here. The website doesn't even project a date. The best I can get is a back-of-an-envelope guess that it might start construction sometime between March 30 and April 2. No emails updating the status at all.

Also was told that when it says "In Production" that doesn't necessarily mean it's actually being worked on. Basically, they only have 3 status flags - waiting for confirmation (ie. for your credit card to clear), InProduction, and Cancelled. So if it's been cleared and you haven't cancelled, guess where it ends up. It's probably sitting on a rack waiting for ATI to teach themselves how to build their own cards correctly.

I'd cancel except the only alternative systems also have the same %$^%$ graphics card. Anyone interested in making a DTR system with similar specs to an XPS with a Quadro 1000 card?
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post #97 of 140
3/25/04 at 12:05am
I called the number and spoke to someone named Steven. He said that my XPS is in the final stage of assembly and should be shipped from Austin, Texas this Friday or Monday, and should arrive to Toronto by next Thursday or Friday.

I'm not sure exactly what he meant by the final stage of assembly, since this doesn't map to any of the 4 production stages. I'm guessing it hasn't gone through testing yet. Btw, I ordered on March 9th, and was told that it will ship by May 25th.

Edit: although May 25th sounds very realistic, I actually meant March 25th
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post #98 of 140
3/25/04 at 12:28am
That means it's left Malaysia (where they're built) and is on its way stateside. That trip takes 3 days from what I've heard (on the dell forums and such).
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post #99 of 140
3/25/04 at 12:40am
Interesting. But why not straight to Toronto then? Wouldn't that be cheaper for them?
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post #100 of 140
3/25/04 at 12:45am
Quote:
Originally Posted by Margo
Interesting. But why not straight to Toronto then? Wouldn't that be cheaper for them?
Oh sure, but Malaysians only build the notebook itself. All the stuff it's "boxed" with (manuals, cd's, powerbrick, etc) are packaged in their destination countries.
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