I've been waiting for months for Intel to release their mobile Core i7 processors so I could upgrade my laptop. Intel released them in September.
On September 24th I placed an order for a Dell XPS 16 with a core i7 processor. It was not cheap, so I took advantage of the offer for 0% interest for 12 months if I opened a credit account with Dell. At that time the promised delivery date was October 28th.
On October 23rd I received an e-mail from Dell stating that the delivery date had been postponed until November 5th.
Today I logged onto my Dell account to check on the status of my order. I discovered that Dell cancelled my September 24th order and placed an identical order for me on October 29th with a delivery date of November 29th. All without notifying me of anything.
I called Dell customer service to find out what was going on. The wait time to get to a customer service representative was more than 5 minutes. After talking with the first representative, I was switched to 4 different customer service representatives -- each time with a wait time of more than five minutes. The representatives told me that there was a problem with the configuration that they had promised me and that they had to change the order. Since the orders appeared to be identical, I asked them what the difference was between the orders. None of them could tell me that.
More than two full months to wait for delivery of a computer is longer than I think reasonable. I told the last representative to cancel my order. I have no intention of ever buying another computer from Dell.
The Customer Service Representative told me that he could not cancel the order and that I would have to call back to Dell to cancel the order next week. I told him that the order I placed was already cancelled. I did not place the order on October 29th, Dell did. I have no intention of calling back to cancel an order that I never placed.
We'll see how this plays out. Right now, I'm about to switch to an HP laptop. Here's a link that shows HP can deliver a Core i7 laptop in two days.
Update 9:50AM 11/2/09: I called Dell again this morning to try to get them to cancel the order they placed in my name on 10/29/09. I did not place an order on 10/29/09. I placed my order on 9/24/09 and they cancelled that order without notifying me of the cancellation. I was on hold for 25 minutes before reaching a Customer Service Representative. She told me that they could not cancel the order. The order is now scheduled for delivery on 11/25/09. I advised her that I would refuse delivery of the computer.
Update 11:00AM 11/2/09: HP may be able to deliver in two days, but their laptop frequency of repair record -- according to Consumer Reports -- is not impressive. Neither is Dell's any more. I just ordered a Toshiba. Their laptop frequency of repair record is impressive. Toshiba can deliver in one to two weeks.
Update 12:25PM 11/2/09 Lisa Grimes with Sales Operations from Dell sent me an e-mail advising me that she had read my blog and wanted to assist me. I asked her to cancel the order from Dell. She did.