Dell Laptop Order Stages Wiki

Nope not good....Did you call them, to find out the reasoning? I think you should, and maybe you can get something from them in the way of a e-coupon, money off the original purchase? This is just bad bad bad

You should receive an e-mail stating it's been shipped, if it has. Did you sign up for e-mail notifications?

I believe the may leave Malaysia then head to Tennessee...I think..

Cin

 

thanks for your answer, Cin.
so my hope of receiving my system on weekend has vanished. Gonna have to wait for next week then =))

 

Your welcome! What was your ESD? And, what stage is it in now?

Cin

 

my order has been in boxing for 3 days now....I hope there's nothing wrong with it or else I think I would bump my head to the wall...

 

Have you callled and spoke with a Rep? To find out what exactly is going on with your order? It seems like its taking a bit for you to get thru the build stage...


Cin.

 

firstly, your a lot of help Cin! Here's the thing. On Dell.ca it says shipped under status when I sign into "my account". but when I follow the links I got in my "order confirmed" email last week, it still says in production. Do you know why there's a difference? (also, i have not received an order shipped email yet)

 

Well, your very welcome (firstly, from me)

Ok, tomorrow..try this out: I'm learning there may not be an Automated Dial for Dell CA customers:
Order Status for Dell Canada purchases. (It's not automated, however, you talk to a Dell Rep.) 1-800-847-4096
Press for *English*, and then 2 for customer care. Then press 1 again to speak with a Rep' to find out your order status

Now check this link..it's from the Dell CA site..and I wish it were on the Dell US site, it's very helpful:
Dell Canada Order Status Phases (and definitions)
http://ausoladcacm.us.dell.com/ostatus/builtorder.asp?language=E

Personally, you have 2 different Status Updates...I would get on the phone with an actual Rep in the morning, and ask *exactly* what is going on. Always, always get a *case number* ...That's your backup of what went on during your call.

Keep us updated!

Cin

 

it is scheduled to be delivered sometimes between feb 28 to mar 5, but my system has been in boxing stage for about 2 days now. I'm gonna wait until tomorrow before calling dell about the actual status of it

 

Yeah, wait til the system updates tonight..and see.. Otherwise, calling during the daytime tomorrow will prob's get you better results!


Cin

 

Hi Cin again. I don't know if you remember me but you helped me get my new system awhile ago. Well they were to ship it today but no indication of it being shipped. (Still in boxing) My EDD is Friday. Should i be concerned. Cause I know DHL or Fed Ex doesn't deliver on weekends. (at least in my area)

Should I press the panic button yet?

 

Hi!Hi! I do remember

Don't panic now...it's late in the evening, and there isn't anything you can do *right* now. So get a good nights rest..Get up in the morning and check the status via Automated and online ~ and see what the latest is.

Then, call Dell and get the specifics on your lappy. Ask the Rep where exactly it is in the build process...Ask when it's going to ship, and whether they are shipping via DHL or FedEx..I think it wll be FedEx.

FedEx does do Sat. deliveries..so perhaps you could have a delivery on Saturday.. Dont' forget to get that Case Number when you call.

I would hope that when you actually speak with a Dell Rep, you will have better info.

Keep us all posted and good luck!

Cin

 

Shipped ^ ^ Yay. I know ill get it monday at the latest. But i think when i found out whos carrying it. Im going to call and ask to pick it up when it gets in our city, I got a friend down in fedex and hell probbly let me grab it or better yet bring it home to me. Hes manager is tight like that. No congrats til its in my hands tho. Dells not out of the fire yet.

 

Well, it's good that it shipped..The congrat's will, of course..come once you have it in your *actual hands*

Good luck with FedEx Their pretty decent!!

Cin

 

Hi,

How long do orders usually stay in the 'Order Confirmed' stage? Got the e-mail last night, but it didn't get updated to production today...and when I log in online it doesn't show my order, and I can't click the link in the e-mail...just shows no order...

I searched around...I'm not sure if I get diff status's or what...but on my e-mail it lists Received-> acknowledged->confirmed->shipped->delivered

 

Not to long now. They are making sure payments went though ect ect. If its not in kitting by today. Then Id say monday.

 

As soon as your method of payment is confirmed with your bank, etc...it will be moved into the Production stage.

Try calling 1-800-433-9014, and see what status update you get there. The bad thing is that Automated and Online Status never seem to be in sync.

You can also call a Rep directly to get a status update. Get a Case Number for your records

Hang on, it won't be soon before long, prob's on Monday..it shalll have moved into the production stage.


Cin

 

you were right! Thanks...its in production now...

I forgot to add 3 year warranty to my order though...you think if I call and add it it would delay my order?

 

Glad it's in production!

Since your order is already in *production*, if you were to call and even add the 3 year warranty ~ your current order would have to be canceled. And, you would have to completely reorder your lappy.

The only thing that doesn't effect order changes, is if a Rep *upgrades* your shipping method.

You will want to contact a Dell Rep right away, to have your order cancelled, so you can get another one going.

Cin

 

Hi there,

I posted a few days ago here>>> http://forum.notebookreview.com/showthread.php?t=355272

So it's Monday (the weekend indeed did help with my lack of patience, haha) but still there's been no movement. I just called the 9014 number and my order is apparently still in the "build" stage. Today is my estimated date to be shipped but I haven't been notified of anything shipping yet...haven't gotten a delay e-mail either.

If the latter happens and I do get a delay e-mail, I obviously plan to call as I was told last week that there were no problems with my order and it should be on time. Just curious based on everyone's individual experiences, what's the best way to handle calling in this situation? Who should I ask for, etc.? I just anticipate them not having any information about the real status of my laptop and also probably being resistant to transfer me to anyone higher...here's hoping I don't get the "delay" email...but I'd be shocked if I don't...

-ML

 

Hey, as far as you know there is nothing *wrong with you order* it's still in the build stage, and your ESD is a go ahead.

They will not doing anything for you until your ESD has passed, and if there is a problem with the order. Because right now they are looking at it as your order is in production as it should be, as it's being built.

You may get them to change your shipping method to Next Day, as a courtesy.

Call the Rep, if it's supposed to ship today, and ask why is it still in the build stage. Tell that person your concerns, and ask *exactly* where your lappy is in the build stage.

Once you get this confirmed, ask for a Case Number be mailed to you with contact info' as a record of your conversation (and what it entailed).

You can always ask to be transferred to a Resolution Specialist.

Being, that today is your supposed ESD..they should be able to provide you with some answers.

I had somewhat of a same situation with my Mini 9..

Good luck & keep us posted

Cin

 

Thanks so very much for the help!

I'll give it a few hours and then make the call if I haven't heard anything...I'll let you know what happens!

 

Great, good luck to you!

Remember, when you call..be polite, yet firm..it seems to help me when I have had to deal with Dell on issues like this!


Cin

 

Well, I just called...I was polite and firm and everything else but I'm only more frustrated.

I hadn't gotten an email about the delay yet (which I literally just got) and was informed of the delay on my order by the guy on the phone. Unlucky position for him to be put in. What infuriates me is that the reason he gave for the delay was "popularity." Um, what kind of reason is that? If something is popular, then you should be expediting it even quicker.

I just sent the following (hope this considered polite but firm) through the unresolved customer service issues form:

I placed an order for the Dell Studio 15 on February 7th, 2009. Upon placing my order, I read that the estimated date of shipping was 2/23/09.

I kept a close eye on the progress of production from the moment I placed my order online. Since Monday February 9th, my order has been "In Production." Furthermore, since that date of 2/9 the order has remained in the "build" stage.

Sensing some sort of delay, I placed calls to Dell on Monday February 16th and again on Friday, February 20th. I asked the customer service agents on both occasions if I had anything to worry about or if there was any reason to believe my order would not ship on or before 2/23. I was told on both occasions that I had no reason to worry. Actually, on both occasions the customer "service" representatives with whom I spoke attempted to make me feel very silly for calling to check on the status so frequently. They both tried to end the call before I made any inclination that I was finished speaking...

---
Today (2/23/09) I placed a call to Dell's Customer Service at approximately 3PM. After being disconnected twice, I finally reached a man by the name of David. He gave me the case number for my order. I explained my situation and he informed that my order had been delayed due to "popularity" and that my new estimated date of shipping was 3/2/09.

Popularity is absolutely NO excuse for bumping back someone's order by an entire week. If a product is popular - and a company would like to keep it popular - extra attempts should most certainly be made to insure that these systems are readily available. There was almost nothing out of the ordinary about my order, certainly nothing that would merit this type of extended delay.

Also, it is important to point out that I never received an e-mail informing me of my delay. I had to physically call someone to find out that my own order was delayed an entire week. Interestingly enough, the text above the box I'm writing in states that "Our customers are our top priority at Dell." Given my most recent experience shopping with Dell, this is absolutely a falsehood. My purchase of a personal computer is obviously the top priority of exactly no one and I've been treated with extreme disrespect every time I've called to ask about the manner. I will continue to check on the status of my order daily, while concurrently documenting any and all lack of support of the customer service division of Dell. My family have been long-time Dell buyers, but I feel rather certain that, moving forward, none of us will purchase from Dell again.

I would at the very least expect swift follow-up in response to this query. I look very forward to hearing back.

 

i'm so close to finally getting my laptop. does anyone know if purolator's trucks run overnight? my package is in calgary and I live in Winnipeg. If they run overnight I should get mine tomorrow for sure.

 

Update on my case: I checked this morning to find that I am still in the "build" stage. I received an email as well as a call on both my work and cell phones from a "resolver" in the escalations department. When I returned his call, he was very apologetic and insisted that my concerns would be examined and handled. He didn't offer any sort of compensation (i.e. upgrade to next day shipping, e-coupon) which actually surprised me a bit. Should I ask for this myself? I sort of expected them to offer something without my having to broach the subject. I have no problem asking, though, if this is standard.

All in all, getting contacted so quickly makes me feel (slightly) better about things. Of course, I'd feel even better if he told me the laptop was shipping today. He did say he'd keep an eye on my order and that he was now my first point of contact...I hope it helps in some way...

 

I think, you have every right to ask for an upgrade on shipping or something. I'm glad you got fairly quick followup.

I hope that he does in fact follow your case. I had a Rep that followed my Mini 9, when it was having problems in the build stage. I'm sure he tired of me staying on *top of things* too much. But in the end all worked out well.


Cin

 

I sent an e-mail to the "resolver" working on my case, requesting that I be upgraded to next-day delivery given the delay and lack of support I received initially. I'll let you know what he says, if anything...

 

Just checked my order status and noticed this:
Shipping Method: Next Business Day

Looks like I was upgraded, after all. Very glad to see that!

 

So things are wacky as ever with this order. My escalations contact put me at ease this morning but that ease ended quickly. After receiving a delay email noting 3/2 as the new estimated delivery date and noticing on the online status page that 3/2 was the reflected date, I called the 9014 number to hear that 3/11 was my estimated date of shipping. I sent the escalations contact an e-mail with attachments that were screengrabs of both the email and the online status page noting 3/2 as the date. I told him how shocked and disappointed I was to hear 3/11 on the phone, which apparently updates more frequently.

His response:
I still see the order having the estimated delivery date as 03/02/2009 in our records. I will keep you posted on the order status.

So, I responded basically saying "I hope you are right." I also said that if I wake up tomorrow and check online to see that 3/11 is the new date, I'll be forced to cancel my order.

They don't seem concerned at all. I mean I know I'm only one customer, but this company has been severely damaged in my eyes. I can't foresee ever dealing with them again...unless something unforeseen happens in the next few days...

 

That's good that they updgraded your shipping!

Ok...I understand your confusion. The Automated Dial may be accurate...but can at times not be 100% correct. Automated Dial shows ESD of 3/11, Rep shows 3/2, which is what you were seeing online.

Just take a deep breath, and wait until tomorrow morning..and see if anything changes. The Automated Dial..might just need to catch up with the change of your order being *bumped* to Next Day Shipping.

This can be frustrating..but try and think positive that things are all good with your order, and it will ship on 3/2 ~ try and relax between today, and tomorrow and see what happens then. Let the Rep try assigned try and get it situated for you.

Cin

 

Mjlamp,

I went through somewhat the same thing as you are going through. I ordered a Studio 1535 with the 2GHz Core2Duo processor with 4GB DDR2 RAM, 320GB 5400 HDD, Integrated Intel graphics, Windows Vista Home Premium SP1 64-bit with integrated fingerprint reader, webcam and backlit keyboard. The estimated ship date was the 13th of February, and payment was going through a Dell Preferred Account.

On the 9th, I got the information that it is was in the production stage and kitting. It stayed there the whole week till Friday when it was supposed to be in the shipping stage. I called up a rep on that Friday and asked if it was going to be shipped today and they said it was going to be delayed until the 24th. I got upset because I didn't get an email about the delay, and they told me it was because of the popularity of the Studio 15. I asked for compensation and they said they couldnt' do anything. I told them that was codswallop because there are numerous documentation on forums on the internet that it could be done.

I ended up calling my sales rep, and got a member on her team, who explained there was nothing they could do in sales to help me, but said that I could cancel the order if I wasn't happy. I asked what else could I look into, and they said I could look at purchasing through the Dell Outlet. I got transfered over there, and spoke to a guy by the name of Matt in the Business section (lol!) who explained to me the major differences between new Home sales and the Dell Home Outlet.

When you buy one that's being built from scratch, it only goes through 2 hours of testing, while opposed to the 4 days (holy bejesus!) the computers and equipment in the Dell Outlet goes through. They have better deals because Dell has already lost some money on the equipment, and want to make sure that it doesn't get returned a second time.

For example, I got the Spring Green Studio 1537 with the P8400 (2.26GHz) processor, 15.4" Glossy WXGA LED (1280x800), 4GB DDR2 RAM, Windows Vista Home Premium 32-bit, 320GB 5400 HDD, 5100 Intel 802.11agn wireless, integrated fingerprint reader, webcam, backlit keyboard, Creative Audigy HD Software edition for just under 800 before taxes and shipping compared to ordered new right now for just under 1200. Close to 400 off the retail price, and with 21 day exchange guarantee and 1 year mail in replacement, etc. etc.

If it comes down to it, it might be possible to get it faster if you go with the Outlet if they can't do anything for you and it keeps on going...

 

Thank you so much for your insight. Our stories do sound similar. I just checked the order status hotline and my order is now in "testing" -- I hope to check later today and find that I'm in the boxing phase...here's hopin'!

 

There you go..the testing stage is a good thing... I bet you move out of that stage fairly quickly!


Cin

 

It's about 2PM on 2/25 and my order is now in the BOXING stage. When the automated voice said boxing I literally had to call again to make sure I wasn't hallucinating, haha. I sure hope it doesn't get held up too long in this stage...At least things seem to be moving now!

 

A W E S O M E....I'm glad you weren't hallucinating, also!

Things are moving along..it won't be soon before long for you!~ D:

Did you ever hear back from your Rep, handling this?


Cin

 

I am about to absolutely hit the roof. I just got a new order delay e-mail, this time needing me to acknowledge the now much-delayed order or else it will be automatically canceled.

This is some complete BS. I have no idea what to do or to seek out but someone needs to fix this. Immediately.

 

O M G....
Ok, call your Res. Specialist...and have a conversation..advise you have copied all the correspondence and are forwarding it onto the net, The Consumerist: http://consumerist.com/index.php.

Also, advise that you don't appreciate being told your case would be *followed*, and nothing of that sort has happened.

You could tell them to forward your call to the Retention Dept. (meaning you are basically *done* with everything) ;(

and, start copying all these exec's at Dell on all your correspondence etc:
here:
Michael Dell
Chairman and CEO
[email protected]
Donald Carty
Vice Chairman and CFO
[email protected]
Ronald Garriques
President, Global Consumer Group
[email protected]
Michael Cannon
President, Global Operations
[email protected]
Mark Jarvis
Senior VP and Chief Marketing Officer
(Dude, You're Getting An Email!)
[email protected]
Lawrence Tu
Senior VP, General Counsel
[email protected]
Susan Sheskey
Senior VP, Chief Information Officer
[email protected]
Andrew Esparza
Senior VP Human Resources
[email protected]
Paul Bell
Senior VP and President, Americas
[email protected]
Stephen Felice
Senior VP and President, Asia
[email protected]
David Marmonti
Senior VP, President, Europe, Middle East and Africa
[email protected]
Brad Anderson
Senior VP, Business Product Group
[email protected]
Jeffrey Clarke
Senior VP, Business Product Group
[email protected]
Martin Garvin
Senior VP, Worldwide Procurement
[email protected]
Alex Gruzen
Senior VP, Dell Product Group
[email protected]
Joan Hooper
Vice President, Finance, Chief Accounting Officer
[email protected]
Alan Lafley
Board of Directors
[email protected] (bounces)
William Gray
Board of Directors
[email protected]
Judy Lewent
Board of Directors
[email protected] (bounces)

I would be feeling the same way you are...

Cin

 

So somehow, some way my order is in the hands of the carrier (Fed Ex). My order has apparently "shipped" but isn't tracking on Fed Ex's Web Site yet. I called Dell to get my tracking number but it isn't being recognized on the site...guess it hasn't technically "shipped" quite yet. But, at least it must be very close to doing so...hope so!

 

It probably needs to be updated, but at least it shipped!

Here is another way to find you tracking number via FedEx's site:

Go to fedex.com, at the top you will see the *Track* tab; On the drop down menu use *Track by reference*; Then enter your *Order Number* in as your reference number; type in your country (USA), and your shipping zip code; and it should give you some standard shipping information!

Let me know if that worked!


Cin

 

That didn't work. I don't think I was clear in the first message, though. I do have the tracking number...the Dell rep gave it to me. It just isn't showing up on the Site yet. Searching by reference didn't work, either. I'm guessing that Fed Ex has the laptop, but hasn't actually shipped it yet. I hope it gets shipped today, so that I'll have it on Monday.

 

Ok...Check this evening or in the morning...it should update by then...(I would hope).


Cin

 

So it's Monday and still no laptop, haha. (I have to laugh about it now or I'll just get angrier). It is showing up on FedEx.Com now, though, and showing that I should have it tomorrow. The irony is that the only thing Dell did for me was upgrade to next-day shipping and since it "shipped" on Saturday it'll seem more like 3-day shipping when it finally arrives tomorrow...go figure.

 

Yes, but at least you will have it in your hands on Tuesday.....

I know after all you've been thru...but it's nearly there to you.


Cin

 

Yes, it appears I may finally get to see this laptop tomorrow! haha...I hope so, anyway!

I just received a call from escalations representative. He was calling back in reference to my e-mail asking for some sort of retribution/discount/voucher/e-coupon for all the problems I encountered. He informed that he could not compensate me in any way because Dell is a "made to order" company and delivery times are only estimates.

I'm pretty peeved about this and don't really want to let it go just yet. Any advice for what I can do? He never lets me talk to anyone else and I copy all the Dell execs on our e-mail correspondence. I'm out of ideas...

 

Wait til you get your lappy, make sure all is ok with it...and then *go to town* with all your e-mails. Also, you can just try and call back Customer Care and ask to be transferred to speak with someone in the *retention* department - a Supervisior.

Dell has got to have a Retention department..they seem to have a department for everything else.

Cin

 

Well the laptop has at least made it to me!

...anxious to try it out when I get home tonight...hopefully it's not broken or something, hahaha...

 

Finally it has arrived. I am very happy for you. I'm sure it will all be ok

Please advise how its working out!

Finally: Congrat's!!!!

Cin

 

Bumpified. This is such a useful thread! My m1530 is currently in testing, as you can tell from my signature. I called about an hour ago out of curiosity and was so happy when it said testing! Hopefully it'll be in boxing by tomorrow, then I'll have it by the end of the week.

 

I bet you will also have it before the EOW
It certainly shant be that long now!


Cin

 

I sure hope so. I actually haven't been waiting that long. I'm probably one of those lucky people. But I shan't jinx myself.