Cdn CANCELLED M1330 Orders Please Read...

Im gonna do this and hopefully it can help all without screwing me...

I received a call from Exec Support today and have a phone call set up for tomorrow to explain the 5 page letter I wrote after my latest order cancellation. The man I spoke with is very high up in the company (Canada) and answers the letters that find their way through legal means or BBB.

For the Canadians with cancellations there seem to be common threads relating to each...

1. Canadian
2. Ordered Online India
3. Mystery Coupon Event Redemption
4. Initial order reflected LED of sku 5583
5. Later confirmation changed sku to 5589 or 5591.
6. Cancel going into production.

Having spoken to Tech support, the common thread is that 5583 has to be on the order yet these orders do not have them. (The 5589/5591 part only has a value of 48bucks so maybe the camera identified wrong)

I have my 12 cancelled orders and the order number now of another here who can speak up for verification if he likes.

I intend to go into the conversation demonstrating that there is a problem common to all these orders.

If you want to include your order, which is a cancelled order number, pm me and I will put it in the list and include it in the conversation for him to check into the reasoning.

I cant use the cancelled orders for any reason as I cant look them up in any way...but he can.

Its up to you in the end...be included in my efforts or not.

Lets all hope the best here.

 

Not that you're implying going that route, but remember that Dell very recently won a court battle in Canada (I'm in New Brunswick) in favour of their fine-printing that disallows class-action against them. if you bring a bunch of orders from a bunch of different users, you might want to be prepared for them to bristle a bit. Good luck!

 

Im not talking about a suit at all, but rather showing this man that there is a problem in the order system that has a common thread. This, in the end is causing the cancellation of lots of cdn orders.

I never even thought of that though and wouldnt think of it. In the end, I have gotten many perks thusfar and understand that there are growing pains with new production; the problems need to be identified to be fixed though.

 

good luck on your mission

 

2 voters and 9 votes... these multiple choice polls rely too much on voters honesty.

 

Its a multiple choice poll...not 9 votes. I need to know if these cancellations fall within a certain set of criteria as I believe they do.

 

What? If I were to vote, I'd have to select 3 of 5... It's not a stretch to think that many people would vote 5 out of 5, because that is the case.

 

Its a poll with multiple criteria and should only be voted on if you have a cancelled order. I didnt do it to confuse anyone, only to have some substantiation as to why they are cancelling our orders when I speak to an Exec on the phone tomorrow.

You just check what applies to you.

 

Hey flamenko, this is pkphilip from Dell Community. Wow.. Dell is sure giving you hell considering what you've been through with the M1210. Good luck going through that. Let us know.

 

I almost had a heart attack this morning when it said 'No recent orders to display' under my account. Luckily if I go into my Order Status, it's still there...

 

Good luck.

 

I just finished an hour conversation with an Exec very high up in Dell canada.

The bad news is that, as of 10:20 this morning, just over 1000 orders were cancelled by Dell. Dont panic!!!

The reasoning is that, when the system builds went into production there were incorrect sku's for the LED and bluetooth card. The production would then kick them back because of the incorrect configuration.

There is a team in place right now which is fixing the computer program and they expect the problem to be corrected later today if not tonight by those in 'RoundRock'.

Each cancelled order has a trouble ticket assigned to it and the problem sku's are being deactivated with proper skus being added (ie LED display = sku 5583 not 5589 or 5591)

Each person will be notified and their quoted price will be honoured; the new orders should be automatically in place by tomorrow night.

I have been asked to NOT supply the name of the person I am speaking with but have been told I can write about this. He doesnt want 1000 of calls.

As for the validity of what I just wrote, I have no reason to lie to any of you as I have been very active in several forums and sites regarding this laptop for some time.

You can take it for what its worth and if, in the end, we find that my info was bang on... you can fill me up with Rep points lol.


Oh and... you will see the cancellation reflected in your 'My Account' page but not the order status page as the order status page only updates twice daily.

 

I checked my order status yesterday and I discovered that there was a problem will my order too. I just called Dell and they told me that in 2-3 days they will send me another order confirmation. There would be another 3-4 days added to the ship date; lets wait and see.

 

I wonder if the bluetooth SKU change has anything to do with the recent price drop from $80 to $20. I like how our original quoted price will remain the same, instead of losing the $60... lol.. definitely phoning them when I get my new order number. Tomorrow night, though? The Indian guy said by today.

Also, for those who can't see any orders under "My Account"... there's an option like "add order" or something where you can specify info about your order and have it added to your "My Account" page. Once you add those, it should show all orders associated with your customer number.

I really hate having my order cancelled and just having to wait and hope for the best.

 

This makes no sense to me, can you please clarify. Should we expect orders that have 5589 or 5591 to be invalid and canceled and rebooked with 5583?

 

My friggen order was cancelled and I had the right SKUs. Grrr!

 

I am simply going by exactly what I was told. You may have had the right sku for the monitor and wrong for the bluetooth.

I know weare all upset but I seem to be becoming a valuable resource here, yet no reps??? (okok Im joking , lets try and stay light hearted until tomorrow or until the new numbers appear. In any case, I do have direct contact which Im glad that I can use as an information source for us all.

DONT SHOOT THE MESSENGER!!!

 

I'm on the phone with Dell right now and they say the order can be rebooked but it will take an additional 30 days! What kind of BS...

Do I sound angry? I am.

 

P.S. Flamenko, my hostility isn't directed towards you at all.. belive me

But seriously, if the best Dell is going to offer me is a new order with an additional 30 day delay (bringing the total wait to over two months).. they've lost a customer they've had for 10 years.

UPDATE: They have now told me that the order was cancelled because of an incorrect SKU as Flamenko posted, but it seems there will be no special favours for us. Back of the line. I'll be cancelling shortly.

 

I think im having a hard time understanding what happened to you flamenko. All this time i'd been thinking that you ordered a m1330 with the led screen then was worried when your sku # wasnt the same as others with the same order.

Initially i was thinking that you really shouldnt be stressing yourself over something that doesnt concern you. The reason that i don't think that dell internal skus concern you is that if not for the fact that we have this forum there would be no way for us to know what others sku numbers were and if our laptop came as we ordered them then there never would have been an issue.

But now it seems that dell is cancelling your order because of some internal mistake. But it still ends up being the same thing. They fix your order and get it out to you in the same time frame. So why be so obsessive over the issue. Mistakes happen internally all the time with companies. All that matters is that they fix it.

 

Well after further discussion they tell me that there was a Bluetooth SKU issue with my notebook. The customer service rep re-ordered for me but said it won't ship until mid-September at the earliest. So Mr Deeds, it doesn't seem they will get it out to us in the same time frame at all. I'm currently trying to get a hold of a manager to see what he says. Unless they miraculously re-instate my ship time I'll be cancelling my order. It's not that I'm whiney and want it now... I need it by early August. Now I have to ship back the case and power adapter that they sent early... *sigh*.

 

So judging by the sounds of things, if my account page says 'No recent orders to display' when it used to say the order status, but my status page still has the order, it's been canceled?

My contact at Dell Round Rock will be getting a less-than-pleased email/call from me later if this is the case.

 

Not necessarily...

I have that now... but its been like that since I went into BUILD. Doesn't look like I am in danger of being canceled either.

 

chuck, can you still access it at this url?
http://ausoladcacm.us.dell.com/ostatus/single.asp?language=en

If not, I believe it has been cancelled.

 

Yep, I can still access that page - and it shows that it's still in production as before.

I got a little jumpy because earlier in this thread, flamenko said that if your My Account page no longer shows the laptop, but the order status does, it may have been canceled, since the order status page isn't updated constantly.

Then again, my account page has been like this since yesterday and I am still able to access the detailed status.

 

With respect to the Xchange order, there has only been one cancellation...no probs there because its not costing me anything.

With respect to the other system, it was purchased with a 50 percent off coupon of which i initially saved 1500 off the final price. the first time they cancelled, I had no notification and I had to fight for the discount when I again called. This is because the reorder has to occur where you first ordered, which in my case, was Online Sales India.

When I originally tried this, they came back with a tax included price of 3640 and said they couldnt apply the coupon anymore. I became really concerned.

I have since been through 14 cancellations on this same system, of which I now know that all but two are because of the incorrect sku. I did, however, have to fight to keep my HUGE discount no less than 4 times. Most would have given up.

Now to my interest in the sku... I noticed after my first order that the LED sku had been changed from 5583 to 5589 on the system I bought. It was not like this, however, on the replacement system...so I checked into it. I had a nice conversation with tech support who stated that the value of 5589 is 48 bucks so it cant be the LED display. They believed it was the camera of the display and the display was not relisted in the order.

Well, for some reason, through 14 reorders they couldnt fix it.

I subsequently submitted a letter to Dell which was expedited because of the choice of route I took.

I am told that, only as a result of my letter and belief of incorrect sku's did they finally realize why all the orders were being kicked back. This is how I now got the contact with Dell Executive who told me the rest of the story.

I was told in a subsequent conversation that it will all be explained on Dell2Dell within the next few days; apparently the problem is not only Canadian orders.

Does that help??

 

Well I'm about to call Dell... if they don't solve the problem to my satisfaction (i.e. my original ship date) then I'll be permanently abandoning the order. This isn't too much to ask is it? All I want is to receive it in a reasonable amount of time.

 

yes apparently thats too much to ask .

 

Im working on the time issue for all of us right now...

The initial shipment of thousands of computers is supposed to be sent to Pickering at the end of this month. I am told that this leaves a problem as the shipment is expected to be a size, a size of which it wont be as things stand now.

Apparently (and Im getting this from another) there are people that are supposed to be looking after all the cancelled orders to ensure the dates are met. (I tread lightly as the messenger of this statement)

This supports what I was told a few days back about orders that had August and sep dates that would, in fact arrive in the large shipment at the end of July.

As everyone, I hope this is the case.

FURTHER.... Im told that an immediate reorder will most probably result in the order being kicked back again as the sku issue is not resolved which will, in turn, possibly put you further back if your order gets kicked out again next week.

I am doing this. Ive made copies of my cancelled orders from the "My order Page" to verify that my order did in fact exist. I am waiting 48 hours for them to reinstate my order as I am told they will. If this doesnt occur; I will go from there.

I guess Im a bit worried that we will all reorder now then those who wait get an earlier delivery date as they are presently seeking to fix this as well.

If anyone elects to follow my thought, please please dont hang me if something again goes amiss. I just think that now that they have recognizd the problem at the top, I will heed their recommendation to wait a bit until the problem is fixed.

 

They said they were reordering mine on their own. I didn't ask them to reorder it (though, I obviously would have).

 

i was reading in another thread that someone called up dell and was told that american orders have priority due to the overwhelling demand, so candians will recieve they're orders after the americans get theirs..maybe they're intentionally canceling orders for this? dunno..just a lil theory

 

they cancel my order, i call customer service i can't do nothing for me. who should i call?

 

Do what I'm doing... look for another notebook. It seems Dell can't get their *$&@ together. I guess it's time to find someone who can.

 

My order was canceled and apparently Dell tried contacting me (noticed a few missed calls)...I then checked my order status online and it seems my previous order no longer works, and they have issued me a new order number which is now "In Production"... My estimated shipping date has been bumped back quite significantly though, from mid-August, to Sept 6!!!!

I am not very happy with this delay, and is there somebody I can speak with to maybe compensate for this additional delay???

PS. I ordered a system by calling online and using a 15% Mystery Dell Coupon...

 

My guess is that they are saying they cannot do anything for you because all of the cancellations have been given a trouble ticket which is accompanied by a cancellation code that they dont recognize. I was told this and called to verify.

I would suggest you make a copy of your cancelled order for proof. print it off. If by next week, any individual orders are not resolved, I will take the cancelled order numbers and foreward them to my contact at Executive support.

Damn, I might as well get a job with Dell.

 

I've tried snowbro... nobody really cares it seems.

 

same i agree

 

Update: After Dell basically telling me "tough luck", I've cancelled my order and will be looking for something else. It's been two weeks already and to continue would mean months more waiting. It wasn't worth it, not for me anyways.

 

Ok, I've read these last 4 pages but I'm still unsure which the correct sku for the LED is? I have 320-5591... i hope its that; they've already canceled my order once. And i noticed today that they re-ordered it for me, but three times... one order was already canceled when i saw it, the other was 'processing', and the other 'in production'. So i called and had the 'processing' one canceled.

I'm in the US.

edit:
poop.. i just saw the poll options at the top of this page.. the sku is supposed to be 5583 isn't it? Does that mean they'll cancel my order again?

 

http://configure.euro.dell.com/dell...20&rbc=N0713307 &s=dhs&sbc=ukdhsrsxps_m1210_1

Go to the link and look under base and above the selections it reads 'Please be advised that there currently is an extended delivery time of approximately five weeks on Dell XPS M1330 Notebooks' and this is in the UK.

 

UK shipments are totally different than ours and fall under a different system.

In fact, when I first looked into this purchase and talked to some Dell people on the inside, UK and Australia was scheduled to get the first release of these laptops. It was confirmed, in fact, through all of the early delivery dates originally given to these two countries.

Things then seemed to change when the US demand got so high; it then appeared that the priority shipment was going to the US first...

If we look real close, you will see countries that dont even offer the LED screen..Japan I believe and I think I recall our India Rep on this site stating that India has scaled down its shipment; she was hoping hers would get there first.

Personally, I believe we will all be laughing over a beer reviewing our new systems in five weeks...

 

Wrong!! I don't drink!!! If you're wrong about this, what else are you wrong about! lol

 

AHH!! Mine just got cancelled looking at the website!

 

Welcome to the club.

As I posted in another thread, the rep I spoke to said the orders should be back in the system by Monday. But who knows. They give me later dates every time I phone them. lol

 

I was told before the end of the day tomorrow....lets see. I can believe it going as long as Monday though, not that Im hoping for that in any case.

 

I don't live in Canada, and I haven't ordered an XPS. But I sure as hell voted on your poll.

 

Does anyone know what it means if i don't have the 5583 sku? All i have is this: 320-5591 Slim and Light LCD with Matte Black Casing and Camera XPS M1330.

Will my order be canceled, fine, fixed? Is there anything i can do about it?

 

When does Dell officially charge the credit card anyways? I noticed I don't have a charge yet...

 

I've been wondering that myself. I'm thinking it's when your system is actually done and going off to be shipped. Your order could change before then.

 

Mine has always been charged after they ship... usually much after. My last PC didn't show up on my credit card until almost a month after it arrived.