The "best" answer my SA can give regarding my order. Anyone whose thinking that their orders will be shipped before this month ends are kidding themselves.

Let's see. 22nd start getting to work. Assuming that there are no parts shortage, and applying the "best case scenario" from the previous Alienware I had of 8 days, That puts it to March 3rd. However, from the track record of this whole process alone, it would probably be April 3rd than March 3rd.



This is pretty much shaping up to be the worst experience I've ever had at ordering any electronics items I had done ever. Only from Dell.

EDIT: Looks like the Americans are getting it as early as February 18th, based on this thread at NBR. So much for the "CNY holidays closing production delay" excuse, eh?

This post has been edited by stringfellow: Feb 17 2010, 09:55 PM

In UK, based on this thread, their M11X are being shipped. Took him a good 10 days too, slightly longer than my last 8 days "order-to-ship" duration.

So US, already arrived in people's hands. UK already shipping. Whose turn is it now, to keep the apology going on behalf of Dell here?

Just sent two emails reflecting these two situation to the SA. She'll have to come up with better excuses to cover for Dell's incompetences here.

This post has been edited by stringfellow: Feb 18 2010, 12:15 AM

Hah! After much pushing and prodding, checked the order status today, and it had moved to "Work In Progress".



Looks like when they can't explain their excuses and lies anymore, they had to do something to cover for the stalling order status. What now then? Another FOURTEEN days stuck at "Work In Progress"?

While the Americans and the British folks are already receiving theirs, mine moved a phase. Whoopty fcuking doo!

And to make it worse, STILL NO EDD!

This post has been edited by stringfellow: Feb 18 2010, 09:58 AM

I can't even get to the person on the other side to even talk about freebies or discount, and having to hold more than 30 minutes every time I call that blasted number! I guess what someone told me is right, people on these parts are at the bottom of the totem pole when it comes to their order of importance to Dell.

Calling Dell now, been passed around to 2 different person, trying to get to the sales department manager. Checking the length of the phone being put on hold, currently at 35 minutes. That's Dell's service, folks!

From the email, my case has been elevated to Case Manager by the name of Sara. The promise was to call me back, but judging from previous experiences, this is more like "lip service" than an actual attempt at fixing the mess.



Back to redialing them.

The number you gave me does not have the option to speak to a CS agent, teikwing. Only option to check the automated order status tracking.

The number you gave me, Option 3 = "if you're finish". Selecting that ends the call.

1-800-884-4432.

Signed in to refresh the order status, after trying to get to Dell's sales dept. manager for the 43th time, this is what I get:-



Funnily, the case manager I had been assigned to, by the name of Sara, is not working today, but she is assigned my case. Trying to get rid of me?

12 minutes till my next call.

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Added on February 18, 2010, 12:51 pmPardon the extra 4, but that is the number I called. I don't have option "3" as what you described. Probably calling from cellphone?

This post has been edited by stringfellow: Feb 18 2010, 12:51 PM

Scrambling for more excuses for the coverup. The taking order part is speedy as usual, solving this conflicted nonsense? Pass me around like a football. Nice Dell!

I think it doesn't matter, the front desk, sales department, case conflict department and customer care already know me by now, after 43 calls. My SA finally called me just now, but I said back to her that I don't wanna talk to her and listen to her prescripted excuses about my order status, and I want to talk to someone higher up. Of course, as predicted, the manager is busy, apparently from conference call since 9 am I called just now. Must be a hell of a conference call, almost 4 hours!

Ooops, time to call them again!

Look at that awesome looking box!



While the buyers here have to contend with slow-as-molasses-moving order phase, the Americans are already receiving theirs. Pictures from a member named BigTymer at the NBR forum.

I'm burnt out, no matter how much I vent and complain, those idiots at Dell CS, can't and don't have any power or authority to intervene and speed/prioritize production of the order from this side of the world. Funny how the production location is so much closer to Malaysia than the America or UK, but folks here can only salivate and drool as more and more shipment leaves China for those aforementioned countries.

Funny also too that we end up paying more/premium for our M11X than the Americans and the UK folks, but treated like third class customers.

The "preorder" moniker should then be labelled on our orders instead of the Americans, since theirs are already arriving before their so-called March 1st estimated shipping date. Instead, we have forgiving patrons here who are willing to take whatever excuses Dell gives just so as long as the order arrives in their hands, even if it means being deprioritized under the Westerners order. Colonialism is a practice that I thought had been extinct, but it still lives, it seems, within certain aspects of life around here. Why the folks around here don't feel like rallying against this unfair treatment is beyond me. Consumer rights? What rights?

Call "bullshit" on them, and pass them that NBR link. They either don't have a single clue on what is going on, and just giving excuses to keep you temporarily quiet, or they know what is going on and is desperately trying to cover up their incompetence with imaginary issues like this. What parts shortage, when all M11X productions are done at the same place, with the same parts. Unless you're asking for exotic parts like SSD, there is no such thing as parts shortage. These idiots don't have a single clue of what's going on, and simply giving lip service to temporarily appease you.

I had CS Manager by the name of Bridget Lai in Penang call me, explaining to me about my lack of EDD case, and demand a daily update via email on the status of my order. She agreed, but reverted back to the useless SA I'm still stuck with now, and after further emailing her about the evidential proof of the M11X has already arrived in the hands of the Americans, conveniently my SA is out of office today, and being replaced by another SA to cover for my case. Like I said, tell the truth, and don't patronize me. IF you fcuk up, own up to it, and do something to correct it. With these Dell idiots, they neither want to admit their mistakes nor do they willing to own up to this and take action. Useless placeholders!

Money talks, and consumers hold all the cards. Whether that is reflected here or not, is not the question. Try and blacklist me, and they'll see me drive their case down to the Consumer Tribunal for doing so. They're taking advantage of the meekness and "tak kisah" attitude of people around here to cover for their incompetence.

Worse come to worse, I'll PROVE their incompetence by going Alienware UK. I'd probably get my order done, built and shipped by them, before some of you lot around here, looking at the poor support they're giving to the customers here.

Or even worse, jump ship, not give them a single sen, and go Asus G73. I've done more worse and serious things than that, just to prove my point. The iPhone tumpang I did last time, to prove my point that you don't have to spend RM5k to get an iPhone 3G, comes to mind.

This post has been edited by stringfellow: Feb 19 2010, 12:01 PM

Latest update:-


Whether this is another lip service, or genuine effort of ramping up the speed of the production, remains to be seen. After been treated like crap before, I'd sooner see the moon turn blue than my " order to complete assembly today".

Any update from your side, ff8ong and teikwing? I don't wanna think that you guys are currently on hold through that "mandatory" dreadful 30+ minute hold phonecall, but I fear that may be the case.

Don't back down with these idiots. If you can't get a satisfactory answer, elevate the query to a manager.

Another update, but I refuse to make myself happy for it. Bridget has confirmed what Ross Lai, my new SA, has said in that quoted post I posted, my order has completed production and assembly, now waiting for an assigned flight number for the trip from China to Malaysia. She said, if they manage to get a flight detail by today or tomorrow, the package will be in my hands by middle of next week.

It looks like a significant improvement, but again, I'm not gonna believe it until I see it. If this works, I URGE others to do the same too, and teach these clueless morons a lesson. I want to share this moment with you guys, not having it alone.

This post has been edited by stringfellow: Feb 19 2010, 12:36 PM

With Dell, if you don't chase them, they WONT deliver! Im doing this for me, myself and I. Feel free to wait if you prefer. Im not gonna sit on idle hands when the rest of the world are already enjoying their M11X.

Again, this is the reason why they take things for granted with the orders here. Because people here take things for granted without realizing their consumer rights.

February 3rd. Order went in on the 5th.

Different people different needs. You may not need it on an urgent basis, so don't assume others are the same as yours. The M11X is the perfect companion device to lug around compared to its big brothers, and I'd need it for my on-the-move work routine. Nothing to do with being impatient or otherwise, this is based on need.

Your need on the M17X may be casual enough to allow you to wait, but every second I spend waiting means productivity down the drain. You can wait? Go right ahead. Others may not share the same priorities or sentiments as yours. Nor would they look any more less noble or accomodating.

My 2sen.

This post has been edited by stringfellow: Feb 19 2010, 06:25 PM

Also, it also serves as a reminder for them to keep up the standards instead of slacking off because customers are forgiving enough to let them too. Your recent purchase probably allows a lenient expectation because it is your first experience with Alienware, but if they can manage a speedier delivery system without me prompting them in the past, what excuse should they have to allow them to slip past that past standard to what it is now?

Funny how striving to better oneself doesn't seem to be the target folks around here adhere to. The irony is, these blasé attitude gives more room for Dell to slack off instead of buckling up.

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Added on February 19, 2010, 6:23 pmCongratulations!

See? Without these reminders and calls, I'd think you'll never get to this stage this fast.

It's about what is your right, not about punishing them to kingdom come. With thus exercise, Dell now knows that if expediting of the order is required, they know they can do it. In the long run, it too will benefit future buyers. You never know until you try. And it's proven now that it is possible if you try.

It's easy to ask people to be patient when your need doesn't require it. Put yourself in the other guy's shoes for once.

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Added on February 19, 2010, 6:30 pmTeikwing, check the Order Status page again. On mine, the EDD is finally there! Status now: Manufacturing Complete. EDD 26th February 2010.

The EDD is important here to me because I can set someone to receive the package while I'm away in Adelaide. Helps immensely to make sure that the order arrives timely and with someone to be at home to sign it off. That is what my contention with them about it is so critical.

This post has been edited by stringfellow: Feb 19 2010, 06:30 PM