So, I’ve seen quite a few posts that are related to the same situation that I am in, so I realize that my situation may not be unique. Still, I thought it may be a good idea to share my experience here so others can see it and then learn whether or not my issue gets resolved.

I purchased a Dell XPS 9500 15 on July 11th of this year. The original estimated ship date was July 13th. I received an email explaining the order was delayed and the revised ship date was changed to August the 11th. The status of my order on the Order Support page showed it was “In Processing,” and that status and the estimated delivery date remained unchanged for a month. As the 11th approached with no updates or status changes, I tried calling customer support. They could only tell me what I already saw, that the order should ship on the 11th. I tried to ask if there was anything else they could tell me and if they *knew* that in fact it would ship by this time, but they just assured me it should ship. 

Finally, Aug. 11th comes around and no status updates. I try to use customer support chat, and again, no further information can be provided. Then, my order gets delayed again, this time until Aug. 13th. I see on the support page I had to consent to this new estimate, or else my order would be cancelled. I really do not want to cancel my order because, frankly, I got it on sale for a good deal and I’m afraid if I cancelled and re-ordered, I wouldn’t be able to get the same price, not to mention how long it may take if I start this process all over again. I like this model with the specs I purchased and I don’t want it changed.

I’m just wondering if I can get any concrete assurance that my order will ship on the 13th and that it will not further be delayed. Also, each time I contacted customer support for this issue, I was told I would get an email confirmation of the conversation with a reference number, but I never received the emails. Surely, there is SOMEONE who actually can speak to my specific order and give me some details. I’ve been fairly patient with Dell, as it’s been a month, but now with further delays I’m growing concerned. I’ve been purchasing laptops from Dell for over 10 years and my first desktop was a Dell. I want to stick it out with Dell, but I’m growing concerned that they just don’t seem to care about their customers. If anyone can help with this matter, I’d greatly appreciate it.