www.XPSUpgradeProgramDell.com

- Thanks for the update, lucky me i'm submit the order one the day program was launch

- But has been a week now i'm not receive any phone call or email.... i'm not complaint just too excited and can't wait to work on it 

How can we tell if we're one of the lucky ones or one of the ones that will have to wait? I put my request in on the first day, so how does one tell when to expect delivery?

Stuck

I submitted my order on monday the 13th early in the morning and still do not have any email or new order under my dell account regarding the motherboard exchange.  Are you stating anyone who submitted an order before the 16th will get their kit and how certain are you there are enough mobo's for those people?

Prakash: Yes, I am saying we have enough boards for folks who submitted their orders on or before August 16.

I'll have to check on the details of the order verification... but once your order is processed, you will be able to check the status online in the My Account or the My Order Status section of Dell.com.

This is so wrong. Dell said the reason it was taking so long to start the program was so you could get it right. Guess what you got it wrong. I also find it funny im hearing about 710 users getting the order #s. Dont you think it would have been better to get the 700 owners first? After all its been a year plus Dell Dudes. I ordered my machine June 12th 2006 and I would not be surprized if my MB cannt be installed until Jan 2008. Im so upset at this situation. Ask yourself if you were me "Do You Think You Would Buy A Dell Again"?  Ask yourself "Would You Want To Be Treated This Way"?

Wow, Dell again dont calculate, maybe yours stadistics (semi) professionals are lazzy. (joke)

I dont recieve any call or mail from Dell ATM.

 Maybe because i'am a Chilean? :
 

Lionel, I completed the form on 8/13. When will I get a confirmation email? Also, why wasn't the confirmation emails immediate. Waiting up to 10 days just for a confirmation seems very long.

Please confirm my order was received correctly for an XPS 720 Motherboard.

I'm a little confused - I "registered" early on the 13th, I think just shortly after the link was made available; however, when I look at my Dell account, my "order" date is several days later - the 19th.

Are MB exchange supplies sufficient to fulfill orders for those who registered by the 16th or just sufficient to fulfill those having Dell "order" dates prior to the 16th?

Any clarification would be helpful to manage expectations - thanks.

Lionel, I purchased my XPS 700 from the Dell Outlet (in Nov 2006).  Can I be sure that the internal records at Dell do in fact show me as the owner of the computer?  I did give my Service Tag number to Dell-ChrisM when he asked us to give them to him so he could confirm whether the original ownership of the computer was transferred to me.  If the ownership was not transferred, even though I submitted my order for the motherboard kit on August 13th, would this mean the my order might be delayed while ownership was being sorted out?

Thanks for looking into this potential pitfall.

I take my last comment back. My XPS orders are not shown on the same page as my regular home & home office account. Lionel, I see that I am getting a Black XPS Upgrade Kit, but I have a Red XPS. Can you please fix this before it gets to me? I don't want to wait an additional 6+ weeks. Please help me out here, I've waited long enough! Here is the information. Thanks you.

i ordered my MB upgrade last Tuesday 14th and still havent been contacted by dell. i ordered the free MB and free installation for my XPS 700, even though i havent been contacted by dell is it possible that the new MB has been sent?? Also is the new owners manual and resource cd/dvd that will come with the upgrade for vista????

I have not received any confirmation either in the netherlands. I dont even know if my request was received. Please set up something to at least confirm that a request was received.

Lionel, I have yet to hear of anyone outside the US and Canada get order confirmation to date.

I trust the fact that I signed up on the moring of the 13th means I also will also recieve my upgrade kit as originaly stated, despite the fact I am a UK customer?

I ordered my dell aug 14 th  recieved email from dell a couple days later  with status saying comfirmed about a week later. now when I go to Dell for an status update I get the following, The customer number, order number, and billing zip code combination entered does
 not match any accounts on record. Please try again.

 what the heck is that??   Now I am told if they find my order it won't be here till next month  grrrrrrrrrrrrrrr  I should have stayed with gateway

I ordered a XPS 720 kit for my 710 - and i have not received correspondance either. How are we to track the status of our order if we have no order number, or reference details to go by?

Thanks.. 

...So who has actually received confirmation/phone call that their order is in?? I too ordered on the 1st day and i'm still waiting to give away $300 of my hard earned cash. Like pulling out a sliver..., i'd like to just get it over with. 

 Maybe the call back schedule needs to be revised as well?

Let's remind ourselves that Dell didn't have to conduct this exchange program, and many other companies wouldn't have done it. I, too, would have liked a confirmation message after placing my order, but overall I feel lucky to even be offered a new board. Enough with the flogging, already.

However, it should be expected that some people will get panicky if they start to doubt whether their order has been received. A quick message to everyone who has sent an order shouldn't be too hard.

 

Mine said Black XPS Kit as well, even though I have a RED system.

 Same as:

hojusimpson said:

Order appeared on my status page today. Due to be shipped on the 24th of this month. 11 days.

Now if only my 1330 could get here just as fast!!  

^Steven^

 While Dell didnt have to do the free replacement plan, please keep in mind im sure lawyers were knocking on their doors about misleading the public.

besides that, this was an attempt by dell to get into the gamer market.I know dell pulled me away from me building my home made PC.

Again its great they are doing this, it'll eliminate alot of grief on our parts to receive what was promised, but dont forget they arent doing this to be nice. they are doing it for business reasons.

This is confusing. I placed my order on the morning of the 13th as well. I also went back the next day and entered my service tag and it said i had already placed my order (comforting i guess) but still have not heard from anybody. What really gets me i san email could of been sent automagically upon submission or would that of been too easy? I also checked my account and nothing... Not a single reference to the upgrade.

 I guess the big question is why some people have gotten confirmation and some have not. My expectations aren't high, i dont expect the board "tomorrow" just a little Dell love would be nice thats all, a simple email would sufice.

I though i was the only one to not get a confirmation Email. I too sent my order in on the 13th and I expected at the very least some type of confirmation. I checked my Dell account and it isn't showing anything which is not surprising but hey guys this is Dell and over the years as they have gotten larger customer service and simple things like an e mail have gone out the door.

YES Steven I am grateful that Dell has done the right thing and that they are exchanging our MB's. BUT, Dell continues to shoot themselves in the foot time and time again on little things. As I have said before Dell has become so large that the head has no idea what the tail is doing.

I too am a little confused, I took a look at my order page and it looks like my order wasn't processed until the 21st of August... today. Yet I submitted my order before it was announced for free.

Personally I don't mind waiting for something that is free but I would like clarification by which date Dell is going by in regards to supply. Am I 3 weeks away because I submitted the first day or 6 weeks away because my order wasn't processed until today?

Lionel,   I like most people responding here ordered once the link was made public on the 13th (in the evening) and have received nothing. No email, call and nothing is listed on my order screen.

Can I assume I am with the others who now have a 6 week delay?

I don't know if i should worry but I see $250 next to my order status

I'm XPS700 owner and I should not have been charged for M/B. 

Should I be worried Lionel? 

BTW, I have the estimated ship date of 8/26/2007.  Woohoo!!

Quantity	Item Number	Description	Unit Price
1	311-7486	XPS 700 Black Upgrade Kit, No Processor,Customer Install	$250

We admit Dell is a famous giant in the IT industry with excellent technologies.
But now, we doubt its service quality and the sales model in China region.
Our company purchased Dell products and did the payment 3 months ago (May. 2007). 
But till now, we haven't received any stuff and feedback from them.
We've called the service number heaps of time and every service girl said, "... Ok. We'll follow up the process and give you the feedback in time..."
But every time, we didn't receive any explain and apologize from them. 
Let's see Dell how to deal with it. 
We can see so many complaints about the delivery time and service quality from the internet. 
We know the complaints make no sense.  But we can't find another way to protect our rights.
Hope Dell's reputation won't be ruined by customer's disappointment. 

Our order number is 6959486.  You can find the case's process and our contact number from your Chinese service system. 
Hope you can give us a satisfied reply.  Thanks!

I just wanted to also add I ordered on the morning of the first day. I did get a confirmation number at the time of the order ( which was nice in that I do have something to refer to ), but I am still also waitng on the shipping info which was to be sent within 10 days. Today will be day 10, unless that's 10 business daze, which would make the 10th day this Friday.

TheMark 

I'm chosing to upgrade my XPS 710. Part of me is a little nervous that even though I placed my order as soon as the site went live, I still have not been contacted as of yet for payment.

Since I haven't heard from anyone, nor got any confirmation, I re-entered my service tag onto the upgrade site and got a message stating that a request for upgrade has already been placed for that service tag number. I have to admit I'm a little afraid of getting lost in the shuffle, but at the very least I know my request to order was submitted.

I also want to state that I don't mind waiting a few weeks for my kit to make sure the XPS 700 owners get their kits first. I do appreciate that you guys have had to wait so long for this. I would just feel much better having an order number or some sort of confirmation that at the very least I'm inline to get mine.

Just had a call from Dell UK taking my credit card details for the upgrade. Upgrading my 710 H2C system.

They said delivery would be within 5 days - but I would receive another call within 2 days to confirm the exact delivery date.

Total price is £176.25 including VAT and delivery.  A bit on the steep side to be honest.

WHAT is up?  I'm sure that a company like Dell who SHOULD value thier customers, will offers some kind of compensation for YOUR screw ups.  25% off purchase price sounds fair.  This delay is costing me money!  Far more than 20% of the price of this computer.

Come on dell.  Do something to get your customers back.

Had no where to post. But I wanted people to know how screwed up your billing system is. I have paid off my statement in full, although not according to Dell. I have faxed copies of cancelled checks three times, and in the finest tradition of Dell have sent my account to collection. I had done alot of business with Dell( regretably so due to poor performance of customer service and billing and product , however I will never do business with dell again, even if you were giving stuff away. There I feel much better!

Well I processed my order on the 13th Aug 07 at 11:37am Uk time and have a screenshot to proove it, yet I have had no e-mail, No phone call...nothing, I also never got the option to choose what colour I required for my PC...

 What is going on here, it says 10 days for contact and to complete the order and it's now the 23rd, so I make that 9 working days, so getting close...............

Lionel I received my email confirmation but the order is for the XPS 700 Black Upgrade Kit, No Processor,Customer Install.... Unfortunately I have the Red version so I was wondering how I can get this fixed.. I called the number on the email and waited for an hour for someone to pickup only to be told I dialed the wrong number.. after ten minutes of trying to explain to the rep that this was the number I was suppose to call he refused to even ask anyone around him if they knew of the program.. needless to say the number he gave me was to a department that was already closed for the day. PLEASE help me out.

Ian: I apologize for the mixup. I'll get your details over to the core team so to straighten this out.
 

"Today is the 10th day and I still have not heard a word. I submitted on the 13th early in morning..."

Can you count?  You placed order on the 13th and its now the 22nd.  Should I get you a calculator?  Thats 9 days you retard!  You own an xps but you cant count to 10!  Holy He||    

Peter HOW ON THIS GREEN EARTH IS THE DELAY COSTING YOU MONEY???  As your computer is fully functional correct?  It just cant over clock as fast as you want it to so your loosing valuable tiime and money???  Give dell a break i think those of you whining about the delays and the fees need to get a life as dell does not HAVE to do this BUT They Chose to in order to show how glad they are that we are dell custs!!

SO..... QUIT B****ing!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

 Lionel, i have left several comments on these blogs that are easy to answer and I still have no answers. I ordered my MB upgrade last Tuesday 14th and still havent been contacted by dell. i ordered the free MB and free installation for my XPS 700. Also is the new owners manual and resource cd/dvd that will come with the upgrade for vista???? Some of use in this blog want to know why we haven't even had a confirmation email yet.

As a naive XPS710 that had a little more money than sense when I bought my PC, and wanted something high-end that would last me a good 5 years, but who NEVER plays games on it etc. (I mostly do image and video editing), can someone tell me:

What can I do with the upgraded motherboard that I can't do with the one I currently have?

Sorry I'm so dim on this matter.  Even a URL pointing me to the info would be greatly appreciated.

Cheers,

StephenD 

I did mine on 8/14 and still nothing from Dell...

 Any idea why we aren't being contacted?

Ira: Unfortunately not. The hardware kit does not include higher speed memory, and the only discount option is on the QX6700 quad core processor.

Your original 667MHz memory that came with your XPS 700 will work fine with the new XPS 720 mobo you'll be getting.

 

Well I heard from Dell via email to confirm the placement of my order for the motherboard. Hector writes that my order number is "X" ( I'm useing X here instead of my real order number ). Then Hector goes on to tell me that they expect to ship on or before "X"; that's right, he just entered my order number again instead of a date..... :|

I replied, to request the correct information yeasterday once I got the email, but I've yet to hear back from them ( at least I know SOMETHING is happening with my order ).

Good luck!

Mark ;-)

No satisfied customer, no repeat customer (that includes the product, service, and support)… Dell says you’ll receive a confirmation in 10 days, so we expect that (that’s why we provided our email address it had requested). They should have done better and at least you receive a confirmation that your request was received when you originally processed the request. This whole mess has been nothing but a pain for Dell XPS 7 series customers with long delays and no customer service/support. Patience is getting thin as you’re told one thing and its not honored (repeatedly). All this is really doing is driving Dell (former) customers further away. It’s Dell’s fault they didn’t stock enough parts, in turn will delay the new 720 customers and the cycle will continue with the newer XPS 7X0. Its bad marketing and service on Dell’s part and we the customers ‘pay’ for it!

Kevin: Understand where you're coming from.. just like I said in my update, we're doing everything we can to pull in that six week processing time.

Also, I'll work on a post to clarify the order confirmation status soon. 

I've seen the following question asked several times through out the various blogs but never really answered...

"Will the H2C cooling system be made available as an upgrade option for standard XPS7xx owners?"

 I'm kicking myself for purchasing a standard XPS710 instead of the 710 H2C.   It seems the after market liquid cooling options are very limited due to the XPS 7XX form factor

Please make the H2C cooling system available as an upgrade option.  Thanks!!!

Hello Lionel,

 I read your comment about the original memory that came with XPS 700 (cf Ira Brenner post). I ordered my XPS in France and my configuration went with DDR2 533MHz.

According to XPS 720 technical specifications, I am not sure that this kind of memory will work with the new motherboard.

 Could you please confirm ? If yes, what is the solution advised by Dell.

 Regards.

I for one think this process is going much better then the first time I got "Delled" when I ordered my XPS. 

 How can you guys even compare the two?  How quick you guys forget that we sat in the dark for months getting nothing but excuses as actual ship dates came and left again and again.  You forget about talking to someone in another country who you could barely understand that really had no idea why your PC hasn't showed up yet but was quick to read some scripted answer.  You forget that when we did get ship dates Dell told us it would be MONTHS away but expected to get them out sooner.   The only thing we had was a forum and moderator to help control the rampant speculation that caused many to swear off Dell forever.

 We now have communication - a site for giving us information and Lionel Menchaca, Digital Media Manager answering our questions himself right here on this board.  

 I for one have no complaints and if you can't see the change or appreciate what we have now then you are hopeless.

NeTaXe, I am also form the Netherlands and did not received a call or email. In 10 business days: so they will call this Fryday of Monday (or not)

NeTaXe, Ik kom ook uit Nederland en heb nog geen telefoontje of e-mail gehad. In 10 werkdagen: ze bellen deze Vrijdag of Maandag (of niet)

Hi Lionel

 It has been more than 10 days, I have not heard or seen hide or hair from anyone at Dell.  Advice?

-Dan

I saw that TheMark38 mentioned Hector and it motivated me to pass something along.  Hector also called me.  My upgrade also involved the in home installation and the upgraded processor.  He explained the ordering process and asked for my credit card number.  He told me that there would be 2 order numbers, which I questioned repeatedly as to why 2 and not 1, and got slightly different explanations each time.  He finally said order #1 was for the kit, DVD software and the processor and that would be X dollars, and order # 2 was for the installation.  But while he kept telling me different $ amounts and explanations for each order, he assured me that I would only be charged $675 for the processor and not a cent more.  Before hanging up, I requested an email confirmation of the charges.

Well, he sent me the confirmation email shortly after we hung up, and he processed a charge to my credit card of $1,062.11 !!  This included $76.99 for the "in home XPS 700 MB PCR upgrd inst, BSC", $250 for the kit and customer install, and $675 for the processor, plus $55.50 sales tax, totalling $1062.11.

I emailed him back and while not getting an apology, he stated, "We have reprocessed your credit card and have received authorization; the total amount was $675.

Bottom line:  1.  Request an email confirmation of any charges that are to be made on your credit card.   2.  Check your credit card activity on-line or by calling your credit card company and make sure the proper and agreed-upon amount was charged.

Hopefully, mine was just an isolated an honest mistake, which is understandable due to the magnitude of this unique and greatly appreciated effort on the part of Dell, but I felt an obligation to pass it along.

Lionel, someone corrected my order. Thanks for your help.

Mike

Awesome! Awesome! Awesome! :)

My Order is in Production got confirmation of delivery for 08/27/07 and 48 hours after that-In Home Install, Yeah Man! Fast!

DELL IS AWESOME!  AWESOME! AWESOME!

 
YES THERE IS A GOD! :)

THANKS LIONEL AND THE REST OF THE DELL STAFF FOR MAKING THIS POSSIBLE!
 

Just got the call here in Dublin, Ireland.

€220 ($298) - €266 ($360) inc. vat (self install) alittle steep don't you think!

Received my Confirmation email a couple days ago....received another today, that my Motherboard ahs shipped!!!! Should have it next week!!!

Dell...thank you for a job well done!

Just wanted to stop by and say I got my motherboard kit today! Looking forward to the weekend, thanks Dell.

Mark ;-)

Lionel-First off, let me say again...Thank you. This is a very forward thinking program that most companies would never have gone through with. I'm sure I have no idea how much work you, and many other Dell employees. have put into this.

Now for the hard part...what went wrong? Dell has had months (some might even say a year) to put this program together. We were (reasonably) patient when we were told that Dell was holding off in order "to get this right". We were asked to wait for months so that you (meaning the Dell collective) could make sure there wouldn't be any hitches. I would have to say that this has gone (for many of the participants) anything but smoothly.

So I ask again, what went wrong? No one could possibly expect you (again, Dell collective) to foresee all possible problems, but I'm wondering what has caused all the delays and possible lack of supplies. Were there more participants than you anticipated? Was there a communication break down with the sales staff? Maybe a combination of problems? I just thought that we could get some answers to help us understand what Dell is going through and possibly sympathize with all you're trying to do.

Lionel, thank you for all of this MB exchange program. I got the order confirmation email several days ago, but the description says 'XPS 700 Red Upgrade Kit'. I have the black XPS 700. I couldn't reach the proper representative by the phone number given in the confirmation email. Can you correct the order? I don't want to make a hassle to get the red one, return it and get the black one again. Thnk you.

I have a RED XPS 710 I recivied the call, made the ordered for the Motherboard, checked the order on line on my account and this what it said.

From the Netherlands, havent heard anything yet, I registered on the 13th. I contacted the exchange program team in the US myself, and they confirmed im in the system. Dell Netherlands though seemed completely out of the loop and had no idea what I was talking about, and no..no order is known.

 Lovely :)

 Cor

I got called today by Dell in The Netherlands... The price was also quite reasonable for the quad core upgrade. What I did not realize was that the quad core upgrade always comes with on-site installation. Why cant they just send me a board with the processor on it. I opted for self-installation.

Cor 

Hi Lionel,

I'm from Belgium en submitted my order on the 13th.

I still have not received a mail or a call.

What's wrong?

 Also on the Dell Belgium homepage there are no processor prices in the electronics and accessories page.

 It is also not possible to follow my order status on my account because my XPS Upgrade Request Confirmation Number is not a valid order number.

Can someone please contact me!

Regards,

May I ask if any of you opted to not do a full reinstall from scratch of Windows XP and your applications following the motherboard upgrade, but rather successfully used your existing pre-upgrade hard disk complete with all your applications and the XP operating system already on it? 

I know that a reinstall from scatch is always the better option, but for anyone who has successfully been able to use their existing pre-upgrade hard disk without starting over, are there any tips you could pass along to ease the way for others that would like to try this route first before doing an XP and applications reinstall? 

My sincere thanks and appreciation in advance. 

PARALLAXX..

did you have to reinstall the operating system and/or all other drivers???

can you specify what you did to bring it back to normal after the switch. thanxs...

1 LITTLE REMINDER: LIONEL SAID 10 BUSINESS DAY.. NOT JUST 10 DAYS. SO, TODAY IS OFFICIALLY 10 BUSINESS DAY IF YOU REGISTERED ON THE 13TH... I was wondering for long unheard delay as well but I just good my confirmirmation email today

CHSIsupplier: Just so you know, I didn't think an apology from you was necessary. That said, I do appreciate it.

 I didn't even think about blasting you—that's not my style. :)

Lionel......

Please please help.....I was called yesterday from a field tech wanting to setup a time for him to come to the house to swap the motherboard.  The problem is several things here:

I haven't received any parts for my system:  J976CC1

His dispatch number is 93453771 which is for a service tag of 100Y7B1 which is an Optiplex520 (not mine).  Even if I did have parts, he'd be a little hard pressed to "swap" the motherboards...hehe.

He's got my name and number but when I call Dell support and give them the dispatch/service tag numbers that he had for me, they say it's for somebody else!

 I sent an email to the WW_XPS_Upgrade_Program@dell.com address trying to explain all this but haven't heard anything back. 

Please help.

I am very confused, I have a XPS 700 Red, I ordered the board upgrade and on site install on the 13th. Today I checked the Recent Order Status in the Dell customer support section of the Web site and it shows my orders and it also shows that they were CANCELLED.  I called Dell customer support and they also show cancelled and no one can even begin to explain why?  My system is not one of the maybe does not qualify deals....it qualifies. It cost over $6500 w/o screens and was shipped on November 3rd 2006.  What in Gods name is going on......you guys are killing me.  Can someone resolve this...or better yet I will pay for it just to get my blood pressure down and put this all behind me.  DELL please do something.

Got 2 calls yesterday from Dell. Call them back today and my board will be shipped on the 31st. I have the red XPS 710 and even though I really have no use for the upgrade, went for it just becuase I liked the idea of being able to have the latest XPS out there once again.  I'm glad Dell offered the program to us 710 owners.  Would be nice if we could keep upgrading over time but with board and chip manufacturers always coming up with new twists it won't be possible. Thanks Dell for the opportunity.

To all the whinnies:  You've waited a long time for this. Just relax and enjoy your new board when it shows up. A few more days is nothing compared to what you've already waited.

Hi Lionel,

I have sent an e-mail to dell support and havnt got a reply yet. I have a XPS 700 and was really pleased when i heard Dell was going to do this upgrade program after all the problems with the board, untill i checked my case and couldn't find the Service tag anywhere. I said in the e-mail i would be happy to send my board back first so they could see i wasnt just trying to get them to send me a board for free but have had no reply. If you could help that would be great.

Thanks.

-ek-

Hi Lionel,

I know that you have been busy taking care of us xps customers but i have just one question? I was among the first to place my order and like everyone  else received a call after 7 days which was before the 10 days( greatly appreciated) Unfortunately my order has been delayed 2 more weeks. My technician has already called saying that in his computer it shows that parts are on site which are not. Can you please help me on this matter?

Dell purchase ID : 2000046562771

Order #: 807095982