On the topic of Dell Venue Pro Order Delays

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We’ve seen conversations today via blogs and Twitter discussing potential shipment delays for the #dellvenuepro. Over the past several days, many of you have asked me, @AmyatDell and @DellCares for an update.

Like I blogged about earlier, Dell is ramping production as fast as we can. We’re continuing to monitor our manufacturing and supplies and will make every effort to align shipments with arrival expectations. At this point, our most important focus is to deliver the right out-of-box experience so customers are happy with their purchase.

It is true we recently experienced a slight delay in shipment times. Those delays will affect some customers shipping dates. We will be following up with many of you directly. The January 6 date that’s being reported could be correct for some but not all, as ship times vary by customer and the date/ time that they placed an order.

Dell is planning more deliveries to customers beginning Friday, and throughout next week, so we expect all back orders to be delivered shortly.

I'll update this post with more information soon.

Update: I'm still working to understand details to clarify shipping schedules. More on that soon. In the meantime, wanted to let folks know that Dell will offer the following for all customers who ordered the Venue Pro on or before December 14:

  • Free overnight shipping upgrade for all orders placed up through yesterday, December 14.
  • A free Plantronics Explorer 240 Bluetooth headset for all customers who ordered the Venue Pro through yesterday, December 14. Dell will ship the headset to the address you used when you ordered the Venue Pro in 4 – 6 weeks.

Update 2:  Here's what I can say re: Dell Venue Pro shipping: all customers who ordered the phone through Tuesday, December 14 or before will receive their phones before Christmas. If you placed an order after December 14, use the Estimated Delivery Date to understand when you will receive it. We are working through the backlog as quick as we can. Since it will take more time to adjust all Estimated Delivery Dates, the actual ship date for customers who ordered after December 14 may be sooner than the currently reported EDD.

Thanks to everyone for their continued patience. We’re doing everything possible to catch up to customer demand for the Venue Pro.

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  • kekado

    Thank you Lionel for this much needed information. Will customers with delayed shipments be reimbursed for overnight shipping, etc? It seems only fair since customers are themselves not responsible for the delays.

  • bernajo

    I still don't like the word on shipping many who ordered on the 1st such as I are looking at delivery dates of the 5th.  So far I have heard nothing about that changing to fri or next week in my email nor anywhere else.  

  • notebookgrail

    Thanks Lionel for the update. Fingers crossed on the Friday statement though.

    By the way, atleast keep us informed of any future delays beforehand and not at the last minute.

  • BlackArgonaut

    Lionel, thanks; you say you'll be following up with "many of [us] directly."  What does that mean?  So far I've had three e-mails ignored, chatted online with a service rep who didn't know why there was a delay, and talked on the phone last night with a rep who said that he was pretty sure my phone would ship by the 16th at the latest (my original estimated ship date, ordered on the 1st with second-business-day shipping, and the website originally said phones would ship 12/9).  Not even a half day later, I receive an e-mail stating a new estimated ship date of 1/7/11.  Seriously?  As kekado said, if we paid for expedited shipping and Dell failed to deliver, we should get reimbursed for that extra waiting time that, frankly, is your company's fault.  Basically, to reiterate comments posted over and over on several blog posts of yours: why haven't we been kept in the loop?  And right before Christmas, too; some of us bought the phone as a gift for ourselves or others, and now that's gotten screwed up.  

    So, seriously, why the delay?  We won't be angry if you admit some engineering issue in a mass press release; it'd be better than the massive helping of no information we've been offered so far.

  • RLXNY80

    "Notebookgrail" hit the nail right on the head!  Would you tell your boss that you wouldn't be able to deliver on a task, five minutes before the deadline? I would hope not.  You should be forethcoming right from the start in order manage expectations.  Otherwise, you get a very angry boss!

    Getting an email notification of a 3-week delay at 4am on the day I am expecting delivery is simply unprofessional.

  • Redplaty

    I spoke to order support twice today to try and confirm that it was still shipping and after being hung up on a total of 4 times I finally was able to have two separate reps confirm it was shipping today but it didn't and now I read this but Dell hasn't communicated any of this to me directly. Very poor experience which doesn't bode well for the future of Dell in smartphones…

  • efjay01

    Lionel, please communicate as soon as you can to those whose order will be delayed, and not wait till the actual delivery date like has just happened.

  • astreff

    This is absolutely ridiculous! We ordered our phones without the knowledge that they would ship a month later. I have been out a phone for the last month and these delays has made this very difficult. The customer support Dell has provided is horrible! I have spent over 4 hours on the phone with Dell and have gotten no answers! If Dell expects to have any customers after this disaster, they better learn how to deal with problems like this! Rebates should be given in addition to free overnight shipping. This phone was supposed to come out early November! Since you obviously missed that, maybe telling us when we would get the phone would be nice. Next time just tell me before I order that I won't get the product for a month and I will gladly go buy an HTC phone. I hope you enjoyed my business! But keep in mind, with unexplained mistakes like this, your days are numbered Dell!

  • bongky

    Thanks Lionel for the explanation.  I would like to confirm with you whether the Dell Venue Pro will come to Asia region or not?  I've been waiting for more than 1 month ever since its launch date in Nov 8.  I can clearly see why those who placed their orders are frustrated at this delay seeing that those of us outside the US is getting a bit impatient as well.

    This phone is really a good phone and to be frank, I have always been a fan of Dell.  So please, make this phone a grand one and let every customers out there be happy by shipping the flawless handset before Christmas.

  • mripad

    I was home waiting for my inspiron duo to arrive as it was scheduled to arrive on yesterday (12/14/2010). When it didn't arrive I called Dell only to find out the arrival date has been changed, I got no call or email from Dell. After what seemed like an hour on hold and a ton of dropped calls I finally talked with a rep (actually talked to 3 people) the last one was able to remain connected. This laptop I ordered was a Christmas gift for someone. I cancelled he order and went and purchased another laptop. This is he worse service ever from Dell. The phone rebus were useless and uncaring

  • notebookgrail

    @Lionel – Thanks for the gesture. But, that doesn't help much. First, for folks that have already paid for next day shipping should get a refund of shipping charges. Second, the BT headset is not useful for many (as many would already have one) and even if useful, it is low rated one. We would expect more like a $$ off adjustment to the order or a free 1 yr zune pass. Doing that might win customers back. By the way, if nothing ships by this week, i am cancelling my order and advice the same for other orders from my company.

  • Adam_D

    I've been looking forward to this phone for a while and continue to be disappointed.  First, I couldn't order it online at launch.  When I was finally able to order it on Dec 1st, I was suprised that it was going to be 2 more weeks, but I was willing to wait.  Now I'm being told 3 more weeks.  I've never had an order take that long from Dell.

    I was going to be switch to T-Mobile from Sprint only because of this phone.  I'm not impressed with the offer on the bluetooth headset, and the sipping upgrade is little confort considering it's still at least 3 weeks away.  (BTW – a free case would probably have gone over more than a free bluetooth headset.)

    I'm giving it until next week before I cancel my order.  If it comes to that, Dell loses and T-Mobile loses.

  • Kymera77

    Here is what I am annoyed with, until last night my order summary still said expected delivery 12/15.  I even chatted with a Dell representative who could only tell me, "As the order has not been shipped out yet so I am sure that it will not be delivered tomorrow"  Wow.  This is AFTER the entire web knew of the delays, and Dell could not pass out information to their CS reps on how to handle this.  My expected delivery date did not change until today and there was no e-mail or any contact from Dell.  I don't know how Dell could mess this up any more.

  • noir1

    if anything it would be nice to see what the rollout looks like. There are some users that have received changes in their order status to delivery preparation…so shipping is coming to those select few but what is the process that indicates when its coming

    also what about someone like me who already had next business day shipping?

  • bongky

    @Lionel Glad to hear that the Dell Venue Pro is finally shipping.  At least immediate actions are being taken to address this problem.  Mdm Lionel, could you please let me know when will the Dell Venue Pro arrive in Asian country?  I've been waiting quite patiently for the announcement of the availability of the Venue Pro in Hong Kong.

  • Beto McFly

    I've been patiently waiting for this phone to get a steady shipping schedule.  While I'm on AT&T, I am considering to T-Mobile JUST FOR THIS PHONE. That is, if there are no plans to bring this to AT&T bands soon…??  

  • ksrehman

    I am one of the few people who live near one of the 7 Microsoft stores who have had limited supplies of the 8 Gb Venue Pro. My wife wanted one of these, after numerous frustrations with the initial launch problems with the DVP she got a loaner htc HD7. With the short battery life of the HD7 she went back to Blackberry! I was holding out for the 16 Gb Venue Pro after I tried the 8 Gb model in-store.

    I was impressed by your intention to do a bigger re-launch when the initial WiFi/SIM card etc. issues were fixed, assuming that Dell would "get it right" the second time after the initial wave of bad PR. I ordered on 12/1, when you were promising shipping on 12/9, and my estimated delivery date was 12/15. I saw on Monday 12/13 that the estimated delivery date is now the 6th of January, obviously completely frustrating for anyone who ordered as a Christmas present. Eventually I got a generic 'sorry for the delay' email. 3+ weeks is not a 'slight delay' Lionel and I agree that you should be following up with us directly at this point.

    At this point our ORDERS are more like PRE-ORDERS and you should give everybody who's getting the "January 6th delay" notification a free 2 YEAR WARRANTY, as well as making every effort to get us as many phones delivered by Christmas as you can.

  • Snake683

    A scene from “A Few Good Venues”….Do you want answers?  I think I’m entitled to them.  DO YOU WANT ANSWERS?  I WANT THE TRUTH!  YOU CAN’T HANDLE THE TRUTH!  Son, we live in a world that has customer service, and those walls have to be guarded by men with no answers. Who's going to give them? You? You, Bill Gates?  I have a greater customer service responsibility than you could possibly fathom. You weep for your Dell Venue Pro, and you curse the Dell Mobile Phone Team. You have that luxury. You have the luxury of not knowing what I know, that the Venue Pro’s delay, while tragic, probably saved Dell further embarrassment.  And my existence, while grotesque and incomprehensible to you, saves Dell a ton of humiliation. You don't want the truth because deep down in places you don't talk about at parties, you want me on that wall, you need me on that wall. We use words like SIM Cards, Wi-Fi, and wrong batteries. We use these words as the backbone of a life spent circumventing something. You use them as a punch line. I have neither the time nor the inclination to explain myself to a man who rises and sleeps under the blanket of the very customer service that I provide, and then questions the manner in which I provide it. I would rather you just said thank you, and went on your way, Otherwise, I suggest you pick up a IPhone 4G, and stand a post. Either way, I don't give a damn what you think you are entitled to or when you’re getting your phone.

  • Kymera77

    My date finally changed to the standard 1/7/2011, presumably early this morning, the day it was to be delivered.  I'm trying to understand two things:

    1. I thought I canceled my order yesterday, why is it still active?

    2. How can a mail order company have such an abysmal order tracking/customer notification system?

    I still have not gotten an e-mail telling me that the date changed.  I had to log into the order status screen on the Dell site to see it.  This is quite possibly the WORST product launch in recent history.  how does a company like Dell fail so spectacularly?  HTC, Samsung and LG all got it right, why couldn't Dell?  It looks like Dell needed to fire more than just the head of the mobile department.

    This event has given Dell a PR huge black eye and looking at the various blogs and twitter feeds, a large negative shot to Dell's image and already famously inept customer service.

    Dell needs to start providing regular updates surrounding this if they want to salvage any good will at all from the people that they deliberately and intentionally misled through misinformation to pre-order this phone on 12/1.

  • BlackArgonaut

    Lionel, seriously, thank you for the update, as well as the shipping upgrade and free Plantronics headset.  Is Dell planning on sending official e-mails out to us (the Dec 1-14 orderers) solidifying this?

  • bernajo

    We want answers and compensation Lionel!!!

  • Wald0h

    Ordered my phone on 12/1 before lunch 16gb on contract as a christmas gift and recieved notification of the delay to 1/7/2011 on the day it was supposed to be sent. Very unprofessional.

    I can understand delays, they happen when demand is high. However, like other folks, we're seeing people's phones being shipped for the past few days who have ordered theirs AFTER 12/1. Where's the priority? The non-contract people? I (and we) have paid money for a phone that we expected in our hands before christmas, a plantronics bluetooth d-bag headset isn't exactly proper compensation.

  • obnpolo

    Thank you for Update #2 Lionel. I appreciate the work you guys are doing with keeping us informed. Hello new DVP!

  • cdgoin

    Ordered 12/2 and look to get it tommorrow according to FedEX.. that said it was shipped 2nd Day.. not the overnight mentioned. But I'm just estatic it will be here tommorrow.

  • BlackArgonaut

    I ordered on 12/1.  My Estimated Delivery Date still shows up as 1/7.  Under Update 2, when can I expect my date to change and reflect this new information?  I'm none too happy about hearing from folks who ordered *days* after me getting their phones tomorrow.

  • VL Smith

    You say we will receive our phones before Christmas if we ordered by December 14 — but my order status still says delivery on 1/6/11 — AND I ordered the phone on December 1!  When I call customer service they don't know anything about your statements above and they tell me the phone is going to be delivered on January 6.  WHEN ARE THE PHONES COMING?

  • wvanellis

    I'm with VL Smith. I ordered mine on the 1st and my estimated delivery date is 1/10! I will VERY UPSET if I find out that customers who've placed ordered after me, will receive their phones first. That would be BEYOND ridiculous!!!!!

  • Hitech_India

    Being a Dell Fan, just want to ensure the product gets launched successfully, delivering all expectations @ good price even if it gets bit delayed.

  • w8ingontech

    Just wanted to let folks know that I just received an email saying that my Venue Pro (16GB, no contract) was shipped last night for delivery on 12/17.  Had a Fedex tracking number and everything.  So, it looks like a phone has actually shipped! Now I just hope it works when it gets here!  By the way, the phone was ordered 12/3/10.

  • notebookgrail

    @Lionel – How come people ordered later than Dec 1st are starting to get the DVP shipment notification and for those from Dec 1st still wait? Is your shipping system also so screwed up like DVP? May be you guys should go and take a Warehouse Management class.:)

  • JonJ147

    I also ordered 12/1 and still have estimated delivery of 1/10/2011.  It really doesn't make sense that some orders that took place after 12/1 are being shipped first.  

  • alodar1

    Shame.  12/1 order, and shut out of delivery this week.  Surely you're not serious

  • Raimeiken

    I would like to know that as well.

    I'm one of the first people to place an order on Dec. 1 yet mine is delayed until Jan 6!

    how come people that ordered later than Dec 1 are getting their phones shipped out waaaayyy before ours?!

    I ordered a 16gb version of the phone and I upgraded my Tmobile account by the way.

  • ProtonPump

    [ QUOTE] JONJ147 – I also ordered 12/1 and still have estimated delivery of 1/10/2011.  It really doesn't make sense that some orders that took place after 12/1 are being shipped first. [END QUOTE]

    Yeah, do you agree that this is absurd? People all over engadget, xda-developers, and pocketnow are already reporting that they've received their unit despite their orders being placed after December 1st!

    I ordered on December 1st, and yet, my unit is still "in production"

    This makes no sense!

    As quoted by [@BERNAJO] We want answers and (ESPECIALLY) compensation Lionel!!![END QUOTE]

    Some low-rated $29 dollar bluetooth and next-day free shipping (which I already had prior to the delays) is ridiculous.

    We should be refunded or at least be compensated in some other way!

  • Lionel_Menchaca

    I know several are questioning estimated delivery dates since some are still showing January dates. The fact is that we are still updating some systems that calculate the EDD.

    Like I said in update #2, if you ordered a Dell Venue Pro on December 14 or before, you will receive it before Christmas.

  • Adam_D

    The disappoinment continues…

    So, keeping an eye on thigs I noticed that there are some people stating that their order is shipping.  The ones that mention how they ordered are stating they bought the phone outright without the contract discount.  Since these people ordered theirs after I did, am I to assume that the reason I'm still being told I have to wait unitl 1/6/2011 is because I got it on contract with the discount?  Just speculating, but I hope that isn't the case and my order status, or theirs, is incorrect.

    Ordered 12/1/2010

    16 Gb Model on contract

  • notebookgrail

    @Lionel – You are giving useless updates. Most of us here are asking the reason behind the screw-up of Order priority and what is dell going to do to compensate us. Please don't point us again to your Bluetooth post.

  • RLXNY80

    I ordered on  the morning of 12/1 as well with overnight shipping (the charge is still on my order by the way.)  I still have an estimated delivery date of 1/5/11.  But honestly, should we be surprised that there is no rhyme or reason to the order by which shipments are being fulfilled?  What has Dell shown us so far to demonstrate otherwise?  It's a total lottery at this point.  

  • Raimeiken

    safe to say that this will be the last thing I'll be ordering from Dell. Anyone on the same boat?

  • ahmar

    I ordered mine on 12/1/2010 8:57AM… but as long as I get my DVP before Christmas… it doesnt really matter who got it before me.  Theres no competition here.

    Having said that… I will not be as relaxed if Dell doesn't keep their promise of delivering before Christmas.

  • Raimeiken

    This is so ridiculous! I understand that we'll be getting them before christmas, but why the hell are the people that ordered later got theirs already today?!

    we want answer!

  • ProtonPump

    [@Lionel – How come people ordered later than Dec 1st are starting to get the DVP shipment notification and for those from Dec 1st still wait? Is your shipping system also so screwed up like DVP? May be you guys should go and take a Warehouse Management class.:)]

    I would also like to know. This makes no sense at all. Who get priority? If it's based on order date, then this entire operation by Dell is skewed. It's ridiculous.

    Lionel, I also sent you a private message. Please read it.

  • Ivanc2

    Guys, a lot of people are posting all over the web that phones are being shipped! it's best you get your phone working properly and ready to use instead of rushing dell and getting a dud that you will have to return…remember god things happen to those that wait.

  • alodar1

    Just feel the love…..I got a rock….

  • ProtonPump

    [QUOTE] Raimeiken 12-17-2010 12:14 AM

    This is so ridiculous! I understand that we'll be getting them before christmas, but why the hell are the people that ordered later got theirs already today?!

    we want answer![END QUOTE]

    This is exactly what everyone who ordered on the 1st wants; Answers! We are practically DEMANDING it, yet they still refuse to give us clear answers- As some of us are even being ignored. It's very unprofessional of Dell as a company. We should at least recieve compensation via credit to future dell purchases (That is, IF we do come back after this situation).

    This entire situation should be delt with more properly other than a blog on a Dell website.

    And I also created this account on here because of this epic failure of a launch for this phone.

  • ProtonPump

    SORRY, BUT THIS DESERVES A REPOST… Yet again.

    Lionel – it seems like some people are being deliberately ignored. Please read this.

    I ordered on 12/1 at 8am. Delivery was pushed back to 1/5 and I was notified of 12/13 by Shawn in India of this delay. He even agreed to "expedite" my order. Now it's 12/17, and people who ordered a *week* after I did have already received their phones. Not only that, I spoke to Shawn yesterday and he said that I am still slotted for deliver on 1/5. Shawn said there was a glitch in your system when the orders were placed on 12/1, and that glitch has screwed the queue – essentially screwed the people who waited for and ordered early – and that this may not get fixed for some. I thought everyone who ordered before 12/14 (ESPECIALLY THOSE WHO ORDERED ON 12/1) were getting their phones before Christmas.

    What gives? What is going on? Not only am I getting shafted by people who ordered much later than me, sounds like I'm going to miss the "Christmas" delivery according to your Service people.

    Please confirm for me the following at your earliest (I'll be happy to send you my Order #):

    1. When exactly can I expect the EDD on my order to change?

    2. When can I expect the delivery (*before Christmas* is VERY vague – some people need to make plans to be home for delivery).

    3. Why am I being told that I shouldn't expect the phone before 1/5/2011, when I was one of the first few to order, and you said yesterday we will get it shipped this week or next?

    4. Why are people who ordered after me already in possession of their phones?

    I'm not trying to be a difficult customer, but Dell has left me no choice other than being vocal about my frustrations. I'm shocked you allowed the scenario to get this far out of hand. I don't care about bluetooth headsets or overnight shipping (which I already paid for, and am not getting reimbursed) – I want to get treated fairly; I want my place in queue in the order to be honored and the phone to be delivered to me BEFORE anyone who ordered after me. Please respond.

  • Kymera77

    That's a Halloween reference, and it feels like a trick has been played on the people that ordered 12/1.

  • mjohn222

    OK…so…now we have a holiday card to send to someone…should we all send them to Mr. Michael Dell? I'm with wald0h!!

    Why would someone think that this is a good idea?!? How could this not insult us…or…at the very least increase thoughts NOT getting our phones by Christmas…

    Bottom line…there are MASSIVE communication issues within Dell…We all knew about this…and more from Lionel. Since we should go on company communication in the order in which we receive it (unlike Dell's shipping order). Then this is our latest information…the card means we will not get it before xmas…but before our posted EDD (mines 1/5). I really hope this isn't true…

    Lionel…please give us more info!!

  • Snake683

    Eh!  I still have to dump my Blackberry, pay the Sprint an early termination fee for two other phones, and then move everybody to T-Mobile.  The longer I wait, the less I will owe Sprint.   I prefer to have the kinks out of the V-Pro now rather than have some hassles later.

  • hermanwalton

    I guess it's time to start contacting my friends in the media…

  • vouna

    REPOST as it should be answered.

    Lionel – it seems like some people are being deliberately ignored. Please read this.

    I ordered on 12/1 at 8am. Delivery was pushed back to 1/5 and I was notified of 12/13 by Shawn in India of this delay. He even agreed to "expedite" my order. Now it's 12/17, and people who ordered a *week* after I did have already received their phones. Not only that, I spoke to Shawn yesterday and he said that I am still slotted for deliver on 1/5. Shawn said there was a glitch in your system when the orders were placed on 12/1, and that glitch has screwed the queue – essentially screwed the people who waited for and ordered early – and that this may not get fixed for some. I thought everyone who ordered before 12/14 (ESPECIALLY THOSE WHO ORDERED ON 12/1) were getting their phones before Christmas.

    What gives? What is going on? Not only am I getting shafted by people who ordered much later than me, sounds like I'm going to miss the "Christmas" delivery according to your Service people.

    Please confirm for me the following at your earliest (I'll be happy to send you my Order #):

    1. When exactly can I expect the EDD on my order to change?

    2. When can I expect the delivery (*before Christmas* is VERY vague – some people need to make plans to be home for delivery).

    3. Why am I being told that I shouldn't expect the phone before 1/5/2011, when I was one of the first few to order, and you said yesterday we will get it shipped this week or next?

    4. Why are people who ordered after me already in possession of their phones?

    I'm not trying to be a difficult customer, but Dell has left me no choice other than being vocal about my frustrations. I'm shocked you allowed the scenario to get this far out of hand. I don't care about bluetooth headsets or overnight shipping (which I already paid for, and am not getting reimbursed) – I want to get treated fairly; I want my place in queue in the order to be honored and the phone to be delivered to me BEFORE anyone who ordered after me. Please respond.

  • dmn1220

    Lionel,

    Whatever you do, please spend more time ensuring that everyone who ordered before the 14th will have their phones before Christmas, even the Dec1st few.

    Don't spend time responding to blogs or twitter, please spend time with the factory, UPS & Fedx and packing tape to get the phones into our hands before Christmas.

    Thank you kindly and Merry Christmas to you and your family.

  • number42

    Add me to the list of people who ordered on December 1st.  Delivery date is 1/10/2011.  I thought it would be a great idea to early adopt this phone as I'm looking to move some of my coworkers to it as we look for an upgrade from WM6.5 phones.  

    I can only imagine how long it will take to replace defective handsets, and I'm starting to think that the HD7 is an acceptable alternative, and even switching to Sprint for the horizontal keyboard would be worth the trade off of not having a sim card.

    I have even called support numerous times trying to find a way to tie my order to my existing TMobile number, as I couldn't find that option when ordering on the 1st.  On the upside, it could make it easier to ship the Pro right back an not be tangled in a 2 year contract if this debacle continues much longer.

  • ironcitymike

    The Venue Pro is a beautiful phone.  I would love to own one.  I called customer service twice and asked when it would be delivered if I bought it today.

    I asked both of them several times.

    The comment they made each time I asked about the delivery date was always the same, and it actually was a question!!!

    Their response was "What is your credit card number?"

    It is a shame..

  • hermanwalton

    Interesting! I wake up this morning to find that my comments have been removed! Why? Because I gave a perfectly plausible solutionto how to handle those of us who purchased on 12/1? Ship our phones TODAY with Saturday delivery, PERIOD!

  • jamtz1970

    So this is more of a question that a comment and may not be the correct forum to ask but here goes.

    I am a current Tmobile customer that is eligible for a phone upgrade.  I really want the dell venue pro but I also want to take advantage of my upgrade discount.  How can I get a venue pro and still use my upgrade if I can't get the phone directly from Tmobile?

  • hermanwalton

    @jamtz1970

    I believe when you go through the ordering process, that is one of the options. I remember new line, and port number, and I think upgrade was there as well.

  • madhuc74

    My order was on December 1st at 9:00am. My estimated delivery date is still 1/5/2011. I have already paid for the overnight delivery. Why people who are ordered on 12/02 and 12/03 are getting shipping notification (I know at least 3 of them) where as people like me who ordered the item on 12/01 did not get any notification?

    You guys are pathetic. Noone has any clue and giving such useless updates (will be received before Christmas). Do not know which Christmas you have mentioned (2010 or 2011?)

  • hermanwalton

    They need to fix this quick! We ALL jumped on this thing on 12/1 and WERE being screwed. Meanwhile the people that didn't catch on until 12/2 or 12/3 ALREADY HAVE THEIR PHONES!!! Ship our phones TODAY, Saturday delivery! For those of us who ordered an 8gb phone, give them free upgrade to 16gb, for those of us who ordered 16gb, drop our price by $50!! Let go! Get this right!

    12/1

    12/1

    12/1

  • Kymera77

    I agree that there seems to be some conspiracy against people who ordered on 12/1.  Ordered shortly after 9am on 12/1.  People who ordered as late as the 6th have e-mail confirmations that their phones have shipped, or have them already.  Seriously.  Can we get a little courtesy or maybe some explanation as to how this shipping order is being determined because it sure isn't being determined by who ordered first.

    I also agree, some poor quality BT headset is no compensation.  I'd take a decent carrying case or mobile charger over that nonsense.

  • ksrehman

    Lionel – thanks for the updates, much better than the long period of silence from Dell followed by bad news and poor handling of the delays. I appreciate the free overnight shipping upgrade. Please provide alternatives as many of us have Bluetooth headsets, often better ones – can we get cases, extended warranties, or just $30 off our order price? I already have the Otterbox case, ordered from otterbox.com for $28, free shipping with an online coupon code – shame the case was much easier to get than the phone – I ordered on 12/1, got the case a few days later, no drama. Dell's ordering and customer service seemed much better a few years ago …

    @number42 – the HD7's poor battery life (when my wife got one as a loaner) and lack of physical keyboard put me off it. I don't think a landscape keyboard will work as well with WP7 as a portrait keyboard but we'll see.

  • hermanwalton

    And my status is STILL showing 1/10 delivery! Argh!

  • ProtonPump

    some guy on youtube, just posted that he already recieved his 16G model.

    Proof: http://www.youtube.com/watch

    This is also all over xda-developers:

    forum.xda-developers.com/showthread.php

  • gjohnsoniii

    Since my original comment were appearantly too harsh and were removed from the forum, I will just ditto what everyone else has said. Placed my order at 8:06 on dec. 1, ( told by Dell representative that I was among the first orders) but my delivery date still says 1/10/2010. This is while i am seeing people who ordered their device 5-10 days later receiving their units today. Some may say "what's the big deal",  I venture to say that most of the frustration you see regarding THIS issue has been made worse by all of the PREVIOUS issues and misinformation we've been dealing with since nov 15.

  • hermanwalton

    Really DELL!? Sort on Date, earliest to latest and then process the orders for Saturday Delivery!

  • dhafiz

    Lionel – it seems like some people are being deliberately ignored. Please read this.

    I ordered on 12/1 at 8am. Delivery was pushed back to 1/5 and I was notified of 12/13 by Shawn in India of this delay. He even agreed to "expedite" my order. Now it's 12/17, and people who ordered a *week* after I did have already received their phones. Not only that, I spoke to Shawn yesterday and he said that I am still slotted for deliver on 1/5. Shawn said there was a glitch in your system when the orders were placed on 12/1, and that glitch has screwed the queue – essentially screwed the people who waited for and ordered early – and that this may not get fixed for some. I thought everyone who ordered before 12/14 (ESPECIALLY THOSE WHO ORDERED ON 12/1) were getting their phones before Christmas.

    What gives? What is going on? Not only am I getting shafted by people who ordered much later than me, sounds like I'm going to miss the "Christmas" delivery according to your Service people.

    Please confirm for me the following at your earliest (I'll be happy to send you my Order #):

    1. When exactly can I expect the EDD on my order to change?

    2. When can I expect the delivery (*before Christmas* is VERY vague – some people need to make plans to be home for delivery).

    3. Why am I being told that I shouldn't expect the phone before 1/5/2011, when I was one of the first few to order, and you said yesterday we will get it shipped this week or next?

    4. Why are people who ordered after me already in possession of their phones?

    I'm not trying to be a difficult customer, but Dell has left me no choice other than being vocal about my frustrations. I'm shocked you allowed the scenario to get this far out of hand. I don't care about bluetooth headsets or overnight shipping (which I already paid for, and am not getting reimbursed) – I want to get treated fairly; I want my place in queue in the order to be honored and the phone to be delivered to me BEFORE anyone who ordered after me. Please respond.

  • Kymera77

    I was told that Dell has no actual clue how these orders are going out.  It certainly isn't first in first out or most of us would have received our phones by now.  It doesn't seem to matter whether it is 8/16gig, on/upgrade/no contract or alphabetical.

    I would not expect any kind of accurate information surrounding this.  Actually, I _CAN_ help you.  Okay, ask any question concerning your Dell Venue Pro order then read the next line…

    All orders placed before 12/14 will ship before Christmas, and 4 – 6 weeks later you'll get a Plantronics Explorer 240.

    I hope that helps.

  • hermanwalton

    SORRY, BUT THIS DESERVES A REPOST

    Lionel – it seems like some people are being deliberately ignored. Please read this.

    I ordered on 12/1 at 8am. Delivery was pushed back to 1/5 and I was notified of 12/13 by Shawn in India of this delay. He even agreed to "expedite" my order. Now it's 12/17, and people who ordered a *week* after I did have already received their phones. Not only that, I spoke to Shawn yesterday and he said that I am still slotted for deliver on 1/5. Shawn said there was a glitch in your system when the orders were placed on 12/1, and that glitch has screwed the queue – essentially screwed the people who waited for and ordered early – and that this may not get fixed for some. I thought everyone who ordered before 12/14 (ESPECIALLY THOSE WHO ORDERED ON 12/1) were getting their phones before Christmas.

    What gives? What is going on? Not only am I getting shafted by people who ordered much later than me, sounds like I'm going to miss the "Christmas" delivery according to your Service people.

    Please confirm for me the following at your earliest (I'll be happy to send you my Order #):

    1. When exactly can I expect the EDD on my order to change?

    2. When can I expect the delivery (*before Christmas* is VERY vague – some people need to make plans to be home for delivery).

    3. Why am I being told that I shouldn't expect the phone before 1/5/2011, when I was one of the first few to order, and you said yesterday we will get it shipped this week or next?

    4. Why are people who ordered after me already in possession of their phones?

    I'm not trying to be a difficult customer, but Dell has left me no choice other than being vocal about my frustrations. I'm shocked you allowed the scenario to get this far out of hand. I don't care about bluetooth headsets or overnight shipping (which I already paid for, and am not getting reimbursed) – I want to get treated fairly; I want my place in queue in the order to be honored and the phone to be delivered to me BEFORE anyone who ordered after me. Please respond.

  • hermanwalton

    Even my daughter, who's phone was ordered on 12/8 is showing 1/3 delivery, which is STILL prior to my 12/1 order delivery of 1/10! This should be simple, and please understand that many of us are VERY technical and simply saying their was a glitch is taken as offense. I architect Identity Management Systems for VERY large organizations 600,000+ identities and could resolve this issue in 10 minutes. Get this together! Saturday delivery of ALL devices that were ordered on 12/1!

  • kidlola

    I have to register just to repost these key questions that are left unanswered. It's getting more and more frustrating as contradicting news keep coming in an already pathetic situation.

    Lionel – it seems like some people are being deliberately ignored. Please read this.

    Please confirm for me the following at your earliest (I'll be happy to send you my Order #):

    1. When exactly can I expect the EDD on my order to change?

    2. When can I expect the delivery (*before Christmas* is VERY vague – some people need to make plans to be home for delivery).

    3. Why am I being told that I shouldn't expect the phone before 1/5/2011, when I was one of the first few to order, and you said yesterday we will get it shipped this week or next?

    4. Why are people who ordered after me already in possession of their phones?

    I'm not trying to be a difficult customer, but Dell has left me no choice other than being vocal about my frustrations. I'm shocked you allowed the scenario to get this far out of hand. I don't care about bluetooth headsets or overnight shipping (which I already paid for, and am not getting reimbursed) – I want to get treated fairly; I want my place in queue in the order to be honored and the phone to be delivered to me BEFORE anyone who ordered after me. Please respond.

  • alohafriday

    Here's where is gets even sillier…  I ordered two 16gb DVPs at the same time early on the 1st.  For whatever reason, they were placed under seperate order numbers.  Now one order is on it's way (not via overnight, but ground) and the other still shows a 01/10/11 delivery.  No one has an explanation and only after much discussion would they upgrade (free) the shipping for the second order to overnight.  This is pathetically laughable; get with it Dell.

  • notebookgrail

    Reposting what DHAFIZ said:

    —-

    Lionel – it seems like some people are being deliberately ignored. Please read this.

    I ordered on 12/1 at 8am. Delivery was pushed back to 1/5 and I was notified of 12/13 by Shawn in India of this delay. He even agreed to "expedite" my order. Now it's 12/17, and people who ordered a *week* after I did have already received their phones. Not only that, I spoke to Shawn yesterday and he said that I am still slotted for deliver on 1/5. Shawn said there was a glitch in your system when the orders were placed on 12/1, and that glitch has screwed the queue – essentially screwed the people who waited for and ordered early – and that this may not get fixed for some. I thought everyone who ordered before 12/14 (ESPECIALLY THOSE WHO ORDERED ON 12/1) were getting their phones before Christmas.

    What gives? What is going on? Not only am I getting shafted by people who ordered much later than me, sounds like I'm going to miss the "Christmas" delivery according to your Service people.

    Please confirm for me the following at your earliest (I'll be happy to send you my Order #):

    1. When exactly can I expect the EDD on my order to change?

    2. When can I expect the delivery (*before Christmas* is VERY vague – some people need to make plans to be home for delivery).

    3. Why am I being told that I shouldn't expect the phone before 1/5/2011, when I was one of the first few to order, and you said yesterday we will get it shipped this week or next?

    4. Why are people who ordered after me already in possession of their phones?

    I'm not trying to be a difficult customer, but Dell has left me no choice other than being vocal about my frustrations. I'm shocked you allowed the scenario to get this far out of hand. I don't care about bluetooth headsets or overnight shipping (which I already paid for, and am not getting reimbursed) – I want to get treated fairly; I want my place in queue in the order to be honored and the phone to be delivered to me BEFORE anyone who ordered after me. Please respond.

    ——-

  • wvanellis

    Lionel responded to a private email yesterday reiterating that phones ordered before12/14 will be received before Christmas. Although I am still unhappy about the original delay (mine was ordered on 12/1 and was supposed to arrive today), I can live with it. However, I am very concerned that it has been well over 24 hours since the “official” announcement and the system has not been updated to reflect what we are being told (especially those who ordered on 12/1). I would feel much better if I saw with my own eyes the updated delivery date on my account, and not 1/10/2011. If my phone arrives as Lionel stated, I’m fine; if it doesn’t……

  • mjohn222

    I champion what other 12/1 orders have said and reposted…Dell…we want answers. It's completely unacceptable for a technology company that primarily uses the Internet to ship products to be this messed up. Us Twitter and forum readers shouldn't know more information than the company itself…we shouldn't be left to fend for ourselves…this ISN'T 1985 where mail order catalog shipping errors occur…information is instant…you HAVE answers and if you don't you need to bust heads and hire new staff.

    A special thanks to:

    dhafiz (OP), kidlola, hermanwalton, notebookgrail

    lionel, we know that you aren't the cause of this utter launch failure but I hope our concerns are being raised…I personally don't think reimbursement to the 12/1 orders isn't unreasonable…it is indeed warranted.  

    I'd also like to thank xda…great forum and I hope Dell reads it and not just engadget.

  • mjohn222

    I also wonder how many folks are creating accounts to just post about this calamity of a product launch and ensuing customer service… I am most certainly one of them.

  • Raimeiken

    I only have this account on here because of this epic failure of a launch for this phone.

  • alodar1

    I think my biggest concern is the shared private message.  If in deed there is a 'glitch' here, it could mean the 12/1 orders are no longer valid.  Its not like that has NOT happened before.  Working for a tech company, I know this is not intentional and no one is laughing at us.  A huge chunk of DELLs biz comes from the online portion.  I personally don't need or want a BT headset as compensation.  I paid for overnight and I know they will not reimburse this.  But I do want my phone.  I will be concerned until I see the date change on the order status site or until I receive an email saying it has shpped.  I expect Dell to keep 'us' posted in a reasonable manner and timeframe.  Or I can read about the Dell VP user revolt on engadget

  • wvanellis

    Just received my OtterBox case in the mail. Wish i had my phone to go with it  🙁

  • jfellows88

    I gotta repost this because these questions are the exact ones I would like answered.

    Thanks to dhafiz:

    *********************************************************************

    I ordered on 12/1 at 8am. Delivery was pushed back to 1/5 and I was notified of 12/13 by Shawn in India of this delay. He even agreed to "expedite" my order. Now it's 12/17, and people who ordered a *week* after I did have already received their phones. Not only that, I spoke to Shawn yesterday and he said that I am still slotted for deliver on 1/5. Shawn said there was a glitch in your system when the orders were placed on 12/1, and that glitch has screwed the queue – essentially screwed the people who waited for and ordered early – and that this may not get fixed for some. I thought everyone who ordered before 12/14 (ESPECIALLY THOSE WHO ORDERED ON 12/1) were getting their phones before Christmas.

    What gives? What is going on? Not only am I getting shafted by people who ordered much later than me, sounds like I'm going to miss the "Christmas" delivery according to your Service people.

    Please confirm for me the following at your earliest (I'll be happy to send you my Order #):

    1. When exactly can I expect the EDD on my order to change?

    2. When can I expect the delivery (*before Christmas* is VERY vague – some people need to make plans to be home for delivery).

    3. Why am I being told that I shouldn't expect the phone before 1/5/2011, when I was one of the first few to order, and you said yesterday we will get it shipped this week or next?

    4. Why are people who ordered after me already in possession of their phones?

    I'm not trying to be a difficult customer, but Dell has left me no choice other than being vocal about my frustrations. I'm shocked you allowed the scenario to get this far out of hand. I don't care about bluetooth headsets or overnight shipping (which I already paid for, and am not getting reimbursed) – I want to get treated fairly; I want my place in queue in the order to be honored and the phone to be delivered to me BEFORE anyone who ordered after me. Please respond.

  • bernajo

    REPOST!!!

    Lionel – it seems like some people are being deliberately ignored. Please read this.

    I ordered on 12/1 at 8am. Delivery was pushed back to 1/5 and I was notified of 12/13 by Shawn in India of this delay. He even agreed to "expedite" my order. Now it's 12/17, and people who ordered a *week* after I did have already received their phones. Not only that, I spoke to Shawn yesterday and he said that I am still slotted for deliver on 1/5. Shawn said there was a glitch in your system when the orders were placed on 12/1, and that glitch has screwed the queue – essentially screwed the people who waited for and ordered early – and that this may not get fixed for some. I thought everyone who ordered before 12/14 (ESPECIALLY THOSE WHO ORDERED ON 12/1) were getting their phones before Christmas.

    What gives? What is going on? Not only am I getting shafted by people who ordered much later than me, sounds like I'm going to miss the "Christmas" delivery according to your Service people.

    Please confirm for me the following at your earliest (I'll be happy to send you my Order #):

    1. When exactly can I expect the EDD on my order to change?

    2. When can I expect the delivery (*before Christmas* is VERY vague – some people need to make plans to be home for delivery).

    3. Why am I being told that I shouldn't expect the phone before 1/5/2011, when I was one of the first few to order, and you said yesterday we will get it shipped this week or next?

    4. Why are people who ordered after me already in possession of their phones?

    I'm not trying to be a difficult customer, but Dell has left me no choice other than being vocal about my frustrations. I'm shocked you allowed the scenario to get this far out of hand. I don't care about bluetooth headsets or overnight shipping (which I already paid for, and am not getting reimbursed) – I want to get treated fairly; I want my place in queue in the order to be honored and the phone to be delivered to me BEFORE anyone who ordered after me. Please respond.

  • Tony Le

    Reposting this because I'm pretty ticked off at this.

    —-

    Lionel – it seems like some people are being deliberately ignored. Please read this.

    I ordered on 12/1 at 8am. Delivery was pushed back to 1/5 and I was notified of 12/13 by Shawn in India of this delay. He even agreed to "expedite" my order. Now it's 12/17, and people who ordered a *week* after I did have already received their phones. Not only that, I spoke to Shawn yesterday and he said that I am still slotted for deliver on 1/5. Shawn said there was a glitch in your system when the orders were placed on 12/1, and that glitch has screwed the queue – essentially screwed the people who waited for and ordered early – and that this may not get fixed for some. I thought everyone who ordered before 12/14 (ESPECIALLY THOSE WHO ORDERED ON 12/1) were getting their phones before Christmas.

    What gives? What is going on? Not only am I getting shafted by people who ordered much later than me, sounds like I'm going to miss the "Christmas" delivery according to your Service people.

    Please confirm for me the following at your earliest (I'll be happy to send you my Order #):

    1. When exactly can I expect the EDD on my order to change?

    2. When can I expect the delivery (*before Christmas* is VERY vague – some people need to make plans to be home for delivery).

    3. Why am I being told that I shouldn't expect the phone before 1/5/2011, when I was one of the first few to order, and you said yesterday we will get it shipped this week or next?

    4. Why are people who ordered after me already in possession of their phones?

    I'm not trying to be a difficult customer, but Dell has left me no choice other than being vocal about my frustrations. I'm shocked you allowed the scenario to get this far out of hand. I don't care about bluetooth headsets or overnight shipping (which I already paid for, and am not getting reimbursed) – I want to get treated fairly; I want my place in queue in the order to be honored and the phone to be delivered to me BEFORE anyone who ordered after me. Please respond.

  • Wald0h

    reposting just to make sure the woese of us 12/1'ers are not ignored

    ____

    Lionel – it seems like some people are being deliberately ignored. Please read this.

    I ordered on 12/1 at 8am. Delivery was pushed back to 1/5 and I was notified of 12/13 by Shawn in India of this delay. He even agreed to "expedite" my order. Now it's 12/17, and people who ordered a *week* after I did have already received their phones. Not only that, I spoke to Shawn yesterday and he said that I am still slotted for deliver on 1/5. Shawn said there was a glitch in your system when the orders were placed on 12/1, and that glitch has screwed the queue – essentially screwed the people who waited for and ordered early – and that this may not get fixed for some. I thought everyone who ordered before 12/14 (ESPECIALLY THOSE WHO ORDERED ON 12/1) were getting their phones before Christmas.

    What gives? What is going on? Not only am I getting shafted by people who ordered much later than me, sounds like I'm going to miss the "Christmas" delivery according to your Service people.

    Please confirm for me the following at your earliest (I'll be happy to send you my Order #):

    1. When exactly can I expect the EDD on my order to change?

    2. When can I expect the delivery (*before Christmas* is VERY vague – some people need to make plans to be home for delivery).

    3. Why am I being told that I shouldn't expect the phone before 1/5/2011, when I was one of the first few to order, and you said yesterday we will get it shipped this week or next?

    4. Why are people who ordered after me already in possession of their phones?

    I'm not trying to be a difficult customer, but Dell has left me no choice other than being vocal about my frustrations. I'm shocked you allowed the scenario to get this far out of hand. I don't care about bluetooth headsets or overnight shipping (which I already paid for, and am not getting reimbursed) – I want to get treated fairly; I want my place in queue in the order to be honored and the phone to be delivered to me BEFORE anyone who ordered after me. Please respond.

  • mjohn222

    @Wald0h I love that! 12/1'ers…thank you for coining it!!

    Any news yet Dell? This forum most likely isn't seen by those that aren't effected by this terrible launch, otherwise I'd suspect we would've gotten an answer or it would've been taken down by now.

    I hope dhafiz's comments have made it to the major tech blogs…I hope it's only a matter of time an article is posted for the rest of the tech world to see yet another round of Dell's ineptness with their own business plan. It's not like we don't know how to use technology…because that's what we do! I'd suspect most if not all of these contributors are in the tech industry…it's not like we're complaining about a washer/dryer here.

    Please Dell…let us know…The longer this goes the more the 12/1'ers get upset and the post log will just grow and grow. I'm not trying to be a sinister or threatening person…It's just unconscionable to everyone that Dell is so uninformed and misguided.

    I manage an IT department and when customer service isn't working the way it should…it's made right by fixing the issue…make sure it doesn't happen again, compensate the customer and then heads roll if it was due to gross neglect. The BIGGEST part of customer service is keeping them in the know!! Otherwise you get a fuming customer and in this case…blogs and twitter ablaze with this and a 70+ comment forum on your mobile site that's only really meant to pass information.

  • RLXNY80

    Dell needs a better consumer relations strategist.  The correct response to everyone's frustrations would have been to ensure the order support system reflects estimated delivery dates before Christmas to those who placed their orders 12/1 thru 12/14 AND THEN provide a public update.  This would have re-enforced the idea that Dell is doing everything it can.  If you're so sure my phone will get here before 12/24, why doesn't your system know that yet?  I said it before and I'll say it again:  

    It's about managing expectations!  

    Unfortunately, giving a time frame just doesn't cut it, especially around the holidays when people have plans.  You've got to afford them the opportunity to plan ahead and if they can't see it for themselves on an order status, then they're just left at the mercy of Dell's decision to post updates to a message board.

  • notebookgrail

    @ Lionel – Is Dell willing to pay us all for their vacation plans for making us wait till 12/24 and realize that Dell screwed it again..

  • Wald0h

    Calling Dell customer service is useless. Some folks don't know what the dell venue pro is, some didn't realize they had started shipping them, one guy said that my shipping date (1/7/2011 when i ordered on 12/1) is still correct, pretty much all of them are completely unaware that Lionel Menchaca  is an employee and/or never heard of him.

    I can't beleive that i'm relying on dell blogs, and 3rd party websites like engadget to recieve order information when my order status page still shows in production est. delivery 1/7/2011

    Can we get a mailroom person, an unpaid intern, a taco-truck person to ask someone at dell, "hey whats the current status?" and then spend a minute every few hours to give us an update? "before christmas" is pretty stupid, considering a lot of people are leaving their mailing addresses to be with their families, if my DVP arrives on the 24th I would laugh pretty hard, but i would also coming back here a very, very angry customer.

    God forbid someone in charge at Dell spends a minute here or there to give their customers an update, I know it's the holidays for you guys too, but Lionel and friends, you're representing your company in such a bad way, I can only ask if Dell realized its customer service is so awful that it's completely given up trying to improve itself in that area?

  • wvanellis

    Received the following email from Dell:

    Dear Dell Customer –

    You recently received a communication from Dell regarding an updated Estimated Delivery Date for your Venue Pro phone.  Dell has been working to deliver your phone as quickly as possible, and we hope to get it to you prior to the updated delivery date. You will receive notice when your product ships.

    In the meantime, we’re also taking some additional actions:

    –           Upgrading the shipping on your phone order to next business day, at no additional charge to you.

    –          Sending a free Plantronics Explorer 240 Bluetooth headset to your shipping address – the headset should arrive within 4 to 6 weeks.

    You can request a free holiday card that states “A special gift from Dell is on its way” by clicking on the following link and filling in the requested information.  The card request must be submitted by midnight CST on Friday, 12/17/10.  http://www.worldmarkinc.com/…/holidaycard

    Thank you for your continued patience!  We’re doing everything possible to catch up to customer demand for the Venue Pro.

    Sincerely,

    Dell

  • Raimeiken

    Yeah I just received that as well LOL

    Dell, we knew about that info 2-3 days ago! But thanks for the update! lol

  • Adam_D

    On top of everything else, I'm now insulted.  I just got an email providing me all the information from Update 1, but in addition it had the following:

    "You can request a free holiday card that states “A special gift from Dell is on its way” by clicking on the following link and filling in the requested information.  The card request must be submitted by midnight CST on Friday, 12/17/10."

    Seriously?!?!   This is just dumb.  I can't imagine who could think this was a good idea.

    I'm a 12/1'er and I'm not a mushroom.  You keep me in the dark and keep feeding me ………….., I'll go find something else.

    ((I'd rather have $30 credit than a $30 BT headset…))

  • Wald0h

    I'm sending my free holiday card to the Dell office.

    Be advised that even though the page says if I order it before the 17th that it will ship before the 20th, current holiday cards aren't set to go out until January 7th of 2011.

    I also have a stock of useless cheap post-it notes that I'm trying to get rid of, so as a consolation for the late holiday card I will send you a pack of them AT NO COST!

    (it will arrive at dell within 4-6 weeks of the card shipping)

  • wvanellis

    @Raimeiken

    But this time, in addition to the bluetooth headset, they're offering to send a FREE electronic greeting card saying "IT"S ON IT'S WAY. BUT WE'RE NOT QUITE SURE ABOUT THAT!" LOL

  • tikurahul

    Reposting this because I'm pretty ticked off at this.

    —-

    Lionel – it seems like some people are being deliberately ignored. Please read this.

    I ordered on 12/1 at 8am. Delivery was pushed back to 1/5 and I was notified of 12/13 by Shawn in India of this delay. He even agreed to "expedite" my order. Now it's 12/17, and people who ordered a *week* after I did have already received their phones. Not only that, I spoke to Shawn yesterday and he said that I am still slotted for deliver on 1/5. Shawn said there was a glitch in your system when the orders were placed on 12/1, and that glitch has screwed the queue – essentially screwed the people who waited for and ordered early – and that this may not get fixed for some. I thought everyone who ordered before 12/14 (ESPECIALLY THOSE WHO ORDERED ON 12/1) were getting their phones before Christmas.

    What gives? What is going on? Not only am I getting shafted by people who ordered much later than me, sounds like I'm going to miss the "Christmas" delivery according to your Service people.

    Please confirm for me the following at your earliest (I'll be happy to send you my Order #):

    1. When exactly can I expect the EDD on my order to change?

    2. When can I expect the delivery (*before Christmas* is VERY vague – some people need to make plans to be home for delivery).

    3. Why am I being told that I shouldn't expect the phone before 1/5/2011, when I was one of the first few to order, and you said yesterday we will get it shipped this week or next?

    4. Why are people who ordered after me already in possession of their phones?

    I'm not trying to be a difficult customer, but Dell has left me no choice other than being vocal about my frustrations. I'm shocked you allowed the scenario to get this far out of hand. I don't care about bluetooth headsets or overnight shipping (which I already paid for, and am not getting reimbursed) – I want to get treated fairly; I want my place in queue in the order to be honored and the phone to be delivered to me BEFORE anyone who ordered after me. Please respond.

  • tang630

    i'm not trying to be difficult, but here's another thought for everyone.

    Like most, I ordered on 12/1 at about 7AM pacific time.

    I saw DELL put a $550 pending charge on my AMEX card. Then right before 12/9, it was taken off my card. That when I knew something went wrong

    I guess at this point, it is fine if my order gets here before xmas. BUT my AMEX card still not showing any pending charge from DELL. Does this mean my order is some how cancelled without notification? Are we 12/1 people waiting for nothing?

  • The Michael

    one more note. I actually called Dell when I ordered it and got an awesome lady in Tennessee, who took my order, gave me her personal line to call with any issues or questions and sent me follow-up e-mail. She was excellent.

    I did call after hours one night and was routed to India. It was worst experience ever. And that's being kind.

  • keithwarren

    My order number is ####3058 and was made before 9AM EST on 12/1. It was a 16gb new contract phone. I also paid for overnight shipping.

    Just had an almost not believable call with customer care, after being disconnected once I talked to three different people all of whom shared nothing with the other. 3 times I had to explain the situation and each time I was asked for the order numbers of other people who had already gotten their phones. The explanation given was that people do not always post accurate information on the internet and it was not possible that someone could order a phone after me and get it before me. I heard the 'before Christmas' line from the 2nd tier guy but the third tier rep kept telling me January.

    I dont want compensation, a bluetooth or next-day shipping. I just want Dell to honor the most basic principles of Kindergarten, first come first serve.

  • wvanellis

    Have any 12/1's verified that they have received their phone AND that it was the 16gb model?

    Also, I ordered my phone after receiving a txt message to order from http://dellmobile.mobi/vp

    I'm wondering if everyone in our predicament ordered from the same link????

  • Wald0h

    beautiful. an hour on the phones with some outsourced csr's and their managers and everyone insists that i am incorrect and that the current ship date of 1/4 is right and everything else i've been told is wrong. we need an update bad

  • offbeatbop

    I received the email stating that they'd upgraded my shipping to overnight, but they DIDN'T. My phone was shipped fedex two day shipping. That being said, I'll believe the "Free bluetooth headset" claim when it arrives at my doorstep. I hope Dell learned a valuable lesson from this and that those that bare the brunt of the responsibility for this are fired.

  • number42

    @ksrehman – Thanks for the info on the HD7.  We currently have a few Touch Pro 2s floating around, but are aware that wp7 has some issues with landscape, which is why I wanted to see if this form factor would work out.

    After getting an email that my phone had shipped as of last night, I'll be looking out for it in the next few days.

    More importantly, I would guess a good percentage of people who took the time to search out the Venue Pro from Dell's website are either related to tech magazines/blogs or related to/in charge of tech purchases for their companies.  Because of this, after the new year I expect to see a more thorough explanation of what happened, along with a transparent plan for dealing with problems like this in the future.  Otherwise, it'll just look like another capacitor cover up and not an honest conversation with your current and future costumers.  Leave the vagueness and lack of communication to the Apples of the world please.

  • offbeatbop

    I also just read that an AT&T version just went through the FCC. Seriously…WHAT IS DELL DOING? Do they realize that there could possibly be people who left AT&T for this phone? You know how angry those people will be? My Verizon contract was up anyway and they don't even have a Windowns Phone 7 phone so it doesn't affect me but I can imagine how people that were happy with AT&T but really liked this phone are going to feel.

  • Kymera77

    Worst Tech launch ever!!  

    Seriously, why are people getting their phones who ordered a week after me?  I ordered around 9am 12/1.  People who ordered on 12/6 and later have their phones.  Where is mine?  I have gotten no meaningful response from any CSR anywhere.  @DellCares doesn't seem to give a hoot, and no one at Dell can make heads or tails of THEIR OWN ORDERING SYSTEM.

    1. Why are orders not going out on a first come first served basis?  They don't know.

    2. Why haven't all of the earliest placed orders gone out yet?  They don't know.

    3. Why hasn't the Estimated Delivery Date on my order changed from 1/7/2011? They don't know.

    4. When will my Venue Pro ship? They don't know anything but "you will receive it before Christmas".

    5. Can anyone tell me anything at all about my order? Nope.

    6. Can you give me the run around, dodge my questions and put me in the phone tree labyrinth? Abso-freaking-lutely!!! This, this they're champs at.

    I have started wondering what they are going to do if they miss the "You will get it before Christmas" deadline that Dell imposed on itself.

  • JonJ147

    My order status just shipped – but not overnight.. What is this? "Free overnight shipping", but not really it'll just go by ground.  

    Order Date: 12/1/2010

    Order Status: Shipped

    Shipping Method: Next Business Day

    Shipped Date: 12/17/2010

    Estimated Delivery Date: 12/22/2010 (updated)

    Carrier: FEDEX GROUND

  • ProtonPump

    SORRY, BUT THIS DESERVES A REPOST… Yet again.

    Lionel – it seems like some people are being deliberately ignored. Please read this.

    I ordered on 12/1 at 8am. Delivery was pushed back to 1/5 and I was notified of 12/13 by Shawn in India of this delay. He even agreed to "expedite" my order. Now it's 12/17, and people who ordered a *week* after I did have already received their phones. Not only that, I spoke to Shawn yesterday and he said that I am still slotted for deliver on 1/5. Shawn said there was a glitch in your system when the orders were placed on 12/1, and that glitch has screwed the queue – essentially screwed the people who waited for and ordered early – and that this may not get fixed for some. I thought everyone who ordered before 12/14 (ESPECIALLY THOSE WHO ORDERED ON 12/1) were getting their phones before Christmas.

    What gives? What is going on? Not only am I getting shafted by people who ordered much later than me, sounds like I'm going to miss the "Christmas" delivery according to your Service people.

    Please confirm for me the following at your earliest (I'll be happy to send you my Order #):

    1. When exactly can I expect the EDD on my order to change?

    2. When can I expect the delivery (*before Christmas* is VERY vague – some people need to make plans to be home for delivery).

    3. Why am I being told that I shouldn't expect the phone before 1/5/2011, when I was one of the first few to order, and you said yesterday we will get it shipped this week or next?

    4. Why are people who ordered after me already in possession of their phones?

    5. Will I be downgraded to FedEx Ground like some customers who've reported?

    I'm not trying to be a difficult customer, but Dell has left me no choice other than being vocal about my frustrations. I'm shocked you allowed the scenario to get this far out of hand. I don't care about bluetooth headsets or overnight shipping (which I already paid for, and am not getting reimbursed) – I want to get treated fairly; I want my place in queue in the order to be honored and the phone to be delivered to me BEFORE anyone who ordered after me. Please respond.

  • bernajo

    Happy to see that mine shipped out but getting not getting it until 12/22 which isn't overnight.  To be honest it isn't even 2nd day.

  • notebookgrail

    For those that are getting shipping notification – is it 8GB or 16GB version?

  • alohafriday

    I just received notice that my second DVP is on its way, via ground (vs overnight as promised) and due in on the 24th.  My last gripe is that I now have two shipments I have to sign for.  If I miss the delivery, I have to drive 30 miles on Christmas Eve night to get my package.  While I am looking forward to using what promises to be a great phone on my carrier of choice, I am very disappointed by Dell's handling of this matter.  Your logistics/operations department(s) and communications group outright dropped the ball on this one.  Bad Dell. Bad. Bad. Dell.

    Original post:  Here's where is gets even sillier…  I ordered two 16gb DVPs at the same time early on the 1st.  For whatever reason, they were placed under seperate order numbers.  Now one order is on it's way (not via overnight, but ground) and the other still shows a 01/10/11 delivery.  No one has an explanation and only after much discussion would they upgrade (free) the shipping for the second order to overnight.  This is pathetically laughable; get with it Dell.

  • Wald0h

    still showing 1/7/2011 delivery date. DVP for AT&T passed through FCC.

    This is the worst tech launch I have ever experienced

  • ProtonPump

    My order has just shipped last night, but why is it down-graded to FedeEx Ground and not "next-day delivery?" This is getting very, very stupid! I am getting a refund for this! Not credit from Dell, but definetly a refund!

  • ProtonPump

    My order has just shipped last night, but why is it DOWN-GRADED to FEDEX-GROUND and NOT "next-day delivery?" This is getting very, very stupid! I am getting a refund for this! Not credit from Dell, but definetly a refund!

  • ProtonPump

    Lionel,

    Why is my order DOWN-GRADED to FEDEX-GROUND and NOT "next-day delivery?"

    I paid for next-day delivery!

  • BlackArgonaut

    I don't mean to keep beating a dead horse, but as I said before I'm a 12/1 order placer, and I have to wonder… Lionel, you say "all customers who ordered the phone through Tuesday, December 14 or before will receive their phones before Christmas."  Okay, well, unless my VP ships ASAP, I'm not going to get it before Christmas.  I know you also promised next day shipping, but several folks have verified that isn't universal; basically, I want to know if I'm getting my phone before Christmas AS PROMISED.  Of course, I'd have liked it last week like verified when I placed my order, but I sure as heck want it ASAP.  So, please, give us some updates.  It isn't patently fair or good business practice to be shafting us like this (and as a legal scholar, there are legal issues under theories of false advertising any many others to consider…), and we deserve to have our phones BEFORE people who ordered up to a week after us.

  • ProtonPump

    SORRY, BUT THIS DESERVES A REPOST… Yet again.

    Lionel – it seems like some people are being deliberately ignored. Please read this.

    I ordered on 12/1 at 8am. Delivery was pushed back to 1/5 and I was notified of 12/13 by Shawn in India of this delay. He even agreed to "expedite" my order. Now it's 12/17, and people who ordered a *week* after I did have already received their phones. Not only that, I spoke to Shawn yesterday and he said that I am still slotted for deliver on 1/5. Shawn said there was a glitch in your system when the orders were placed on 12/1, and that glitch has screwed the queue – essentially screwed the people who waited for and ordered early – and that this may not get fixed for some. I thought everyone who ordered before 12/14 (ESPECIALLY THOSE WHO ORDERED ON 12/1) were getting their phones before Christmas.

    What gives? What is going on? Not only am I getting shafted by people who ordered much later than me, sounds like I'm going to miss the "Christmas" delivery according to your Service people.

    Please confirm for me the following at your earliest (I'll be happy to send you my Order #):

    1. When exactly can I expect the EDD on my order to change?

    2. When can I expect the delivery (*before Christmas* is VERY vague – some people need to make plans to be home for delivery).

    3. Why am I being told that I shouldn't expect the phone before 1/5/2011, when I was one of the first few to order, and you said yesterday we will get it shipped this week or next?

    4. Why are people who ordered after me already in possession of their phones?

    5. Will I be downgraded to FedEx Ground like some customers who've reported?

    I'm not trying to be a difficult customer, but Dell has left me no choice other than being vocal about my frustrations. I'm shocked you allowed the scenario to get this far out of hand. I don't care about bluetooth headsets or overnight shipping (which I already paid for, and am not getting reimbursed) – I want to get treated fairly; I want my place in queue in the order to be honored and the phone to be delivered to me BEFORE anyone who ordered after me. Please respond.

  • cjking11

    Been a long time Dell customer both business and personal.  This has to be the worst launch I've ever seen.  I ordered 3 phones, was assured without a doubt the phones would be in my hands on 22Dec.  Never received an order confirmation, never received a notice of a delay and when I call support to check on the status I get a service rep with a "I don't care attittude, you get it when you get it"  I have never received that from Dell, ever.  I'm within a hair of canceling my order,  But since I have already scheduled the cancellation cell service on 7Jan to go with T-Mobile, I'll wait.    I really like Dell, their service both pre and post ordering has always been outstanding for me.  Hope this isn't signaling a change

  • Tony Le

    Really, I ordered in the early morning of December 1st, and I wasn't in the second batch of shipments… How hard is it to simply ship devices out based on order number?  This should really be on a first come, first serve basis.  

    I read that someone who ordered yesterday got a shipment confirmation TODAY.  With an estimated deliver date of 12/21.  How the hell does someone who orders more than two weeks after I do get their device first.  How in anyway is that at all fair.  My Estimated Delivery Date is still sitting at 1/7…

  • Wald0h

    still can't get any response through dell customer service, email, tweets to amyatdell or dellcares regarding the status of my order.

    Anyone have a clue how to get through to someone who knows whats going on?

  • madhuc74

    SORRY, BUT THIS DESERVES A REPOST… Yet again.

    Lionel – it seems like some people are being deliberately ignored. Please read this.

    I ordered on 12/1 at 8am. Delivery was pushed back to 1/5 and I was notified of 12/13 by Shawn in India of this delay. He even agreed to "expedite" my order. Now it's 12/17, and people who ordered a *week* after I did have already received their phones. Not only that, I spoke to Shawn yesterday and he said that I am still slotted for deliver on 1/5. Shawn said there was a glitch in your system when the orders were placed on 12/1, and that glitch has screwed the queue – essentially screwed the people who waited for and ordered early – and that this may not get fixed for some. I thought everyone who ordered before 12/14 (ESPECIALLY THOSE WHO ORDERED ON 12/1) were getting their phones before Christmas.

    What gives? What is going on? Not only am I getting shafted by people who ordered much later than me, sounds like I'm going to miss the "Christmas" delivery according to your Service people.

    Please confirm for me the following at your earliest (I'll be happy to send you my Order #):

    1. When exactly can I expect the EDD on my order to change?

    2. When can I expect the delivery (*before Christmas* is VERY vague – some people need to make plans to be home for delivery).

    3. Why am I being told that I shouldn't expect the phone before 1/5/2011, when I was one of the first few to order, and you said yesterday we will get it shipped this week or next?

    4. Why are people who ordered after me already in possession of their phones?

    5. Will I be downgraded to FedEx Ground like some customers who've reported?

    I'm not trying to be a difficult customer, but Dell has left me no choice other than being vocal about my frustrations. I'm shocked you allowed the scenario to get this far out of hand. I don't care about bluetooth headsets or overnight shipping (which I already paid for, and am not getting reimbursed) – I want to get treated fairly; I want my place in queue in the order to be honored and the phone to be delivered to me BEFORE anyone who ordered after me. Please respond.

  • hermanwalton

    My 12/1 order is still showing 1/10 as delivery. Are you just a liar?!?!

  • MPP2

    No only the phones. We order a Laptop for my son's Christmas present ( only present) just find out that the new delivery date is Jan 21 from Dec 22. I want the company to put in writing that they will return the amount I sent to the credit card (not a credit because I will not buy from Dell again) and they are not authorized to do that. When I ordered the computer the sales rep guarantied delivery prior to Christmas, this company is not accountable for anything. I have to hear a 5 min speach about canceling my order and the charge I will have to pay. I would like to know what are they going to do for me, no present & 5 days till Christmas. By the way, if you talk to anyone in India, its a joke.  If they tell you they are calling you back and you give them your phone number ask them to repeat the number, they do not write anything. Nice customer service. I will tell every person I know not to do business with Dell.  My order was from Dec 2(phone orders were from Dec 1)  wow this is a coinsidence. If you try to order the same system today the delivery day is Jan 18, 4 days prior to my new delivery day. Dell are you trying to lie again. Thanks but no thanks.

  • MPP2

    No only the phones. We order a Laptop for my son's Christmas present ( only present) just find out that the new delivery date is Jan 21 from Dec 22. I want the company to put in writing that they will return the amount I sent to the credit card (not a credit because I will not buy from Dell again) and they are not authorized to do that. When I ordered the computer the sales rep guarantied delivery prior to Christmas, this company is not accountable for anything. I have to hear a 5 min speach about canceling my order and the charge I will have to pay. I would like to know what are they going to do for me, no present & 5 days till Christmas. By the way, if you talk to anyone in India, its a joke.  If they tell you they are calling you back and you give them your phone number ask them to repeat the number, they do not write anything. Nice customer service. I will tell every person I know not to do business with Dell.  My order was from Dec 2(phone orders were from Dec 1)  wow this is a coinsidence. If you try to order the same system today the delivery day is Jan 18, 4 days prior to my new delivery day. Dell are you trying to lie again. Thanks but no thanks.

  • MPP2

    This is the complaint department FTC:

    The only option I see now is to give anyone else who wants to file a complaint with the FTC the Dell address, and encourage you to also file a complaint.

    Dell, One Dell Way, Round Rock, TX 78664  

    Phone 1 800 999 3355

    FTC complaint website:  http://www.ftccomplaintassistant.gov

  • MPP2

    This is the complaint department FTC:

    The only option I see now is to give anyone else who wants to file a complaint with the FTC the Dell address, and encourage you to also file a complaint.

    Dell, One Dell Way, Round Rock, TX 78664  

    Phone 1 800 999 3355

    FTC complaint website:  http://www.ftccomplaintassistant.gov

  • hermanwalton

    Dell needs to collect ALL of the unfulfilled orders from 12/1 and sned us I'll DELL Venue Pros FREe of charge, this is gone beyond sensible. It is obvious that this company DOES NOT care about customers.

  • Raimeiken

    did you get an email notification?

  • taflo

    Hello.

    My graphics card is crashed.

    I talk with dell Romania and they said do not change nothing because they know nothing of what was written in this post.

    What can i do ?

  • hermanwalton

    My status changed to shipped, but until every /1er has their phone and I don't believe for a momemnt mine has shipped either, we should not be satisfied.

  • BlackArgonaut

    I got my shipping confirmation e-mail from Dell today, FINALLY.  Guess what caught my eye?

    FedEx 2Day Service

    Are you freaking kidding me?  I was holding off calling Dell a liar, but… when you say X and do Y instead, that makes you a liar.  I guess I should just be happy that my phone is finally heading my way.

  • The Michael

    Good for you. I'm STILL WAITING!! C'mon Dell you can do it. Please just send me my phone.

  • cb55555

    @astreff

    If your package already went out by ground shipment, what do you expect the CSR to do? Call FedEx to turn the truck around?

    At least your order shipped. Mine is still stuck "In Production".

  • The Michael

    I think there's a song or movie there, "stuck in production" the story of the Venue Pro.

  • offbeatbop

    Received mine today. This phone is AWESOME! Windows Phone 7 crushes Android. As upset as I was (and kind of still am) with Dell, it was worth the wait.

  • wvanellis

    When I spoke to a Dell rep yesterday (in the US), he recommended that if you still see a January delivery date, order an unactivated phone at the full price, which will ship immediately. When the unactivated phone arrives, go to a T-Mobile store to activate. When your activated phone arrives in January (or whenever), send it back to Dell in the unactivated packaging, and you'll be refunded the full price.

    I did just that, and my order was shiped within 10 hours. I show is as being picked up in El Paso, and "in transit". Should arrive tomorrow before 3PM. I'm going to follow his directive and see if I'll be refunded the full price. I can't imagine them not doing it, because the only alternative would be having them do extra work by inactivating the [unactivated]  phone and reactivating the other. Either way, I get the price I want.  

    I'm sure that ordering more phones than I'll actually use, may be preventing others from getting theirs on-time. However, I don't see this as my problem. If I would have received my phone as originally promised, I wouldn't have to resort to these kinds of Shenanigans to get a freaking phone by Christmas!

  • The Michael

    I ordered two 16GB DVPs on 12/5 one arrived saturday and one is still stuck in "Production".

    Lionel, is this going to be shipped today??

  • cb55555

    @wvanellis

    What would be the point of doing that when the estimated ship date is 1/7/2011 when you place a new order?

  • texasRay

    Lionel,

    I'm sure you're getting swamped with questions about various shipping issues related to the DVP – and I'm adding one to the list – I'd really appreciate some sort of feedback on this, as it is highly annoying and disappointing.

    I placed my order on 12/1 and put in a delivery address for my office.  You see, I wanted the DVP to be a Christmas suprise for my wife, so I didn't want them shipped to my home, as that would certainly gain my wife's attention.

    Today, I get my shipping notice and I see that the shipping address is not what I put in my original order…it was my home address!  Upon recieving the notice, I call customer support and over the course of an hour, I spoke with three different people who just couldn't quite understand my issue or comprehend how upsetting this is.  One offered to change the shipping address, but that would result in a 24-48 hour delay which would result in me not being in my office if/when the items are delivered.  After failing to comprehend my request, this individual transferred me to her "supervisor" who promptly hung up on me after declaring himself the "supervisor".

    I am puzzled as to how my shipping address could get mixed up between me placing the order and it getting shipped.  I am frustrated that my one big suprise for my wife will now likely turn out to be not so big when they deliver the item to our home tomorrow or Wednesday instead of my office.  I'm upset and annoyed at the complete lack of professionalism and competence of the support people that I spoke with.

    I couldn't be more disappointed in my first Dell hardware purchase experience in more than 10 years.  Hopefully, the phone will live up to the expectations.

  • missionsparta

    Update… I have just been informed, that legally, you guys had done nothing wrong….. UNTIL, the suggestion was made that I could get my item if I ordered a second one first. You have till tomorrow to get this thing shipped and then I am going to make this extremly ugly for you people — already have contacts with the proper personal. So choose to ignore us anymore (as you have) and get ready to lose more than just a customer.

  • hermanwalton

    My delivery date is still 1/10!

  • keithwarren

    recap: 12/1/2010 @ 843 AM order of a 16gb on new contract with next day shipping.

    Just got an update in the past hour, went from In Production to Shipped, the next day shipping held and I am due to get it tomorrow. Tracking number does work and shows the package coming out of El Paso, TX.

  • The Michael

    "My Account" field shows "Delivery Preparation"  whateve that is, yet if I look at my order via Order Number it still shows "in Production".  Are you kids running this delivery system on iPads or something, becuase it's all messed up.

  • alodar1

    Update:  6pm PST my order was just updated with an overnight delivery for tomorrow.  tracking number works and shows the package picked up already….wow…..I owe the blog some apologies.  Here's hoping that everyone else gets theirs as promised.

  • Snake683

    Well, I'm now on the "shipping" list with a "FedEx Ground" delivery date of 12/22.  My tracking number yields a "not found" on the FedEx radar and for this reason::

    "FedEx Express National Service Disruption for Saturday, Dec. 18, 2010

    The Memphis hub and flight operations experienced substantial disruptions last night due to wintery weather conditions. Consistent with the provisions of the FedEx Service Guide, the money-back guarantee is suspended for U.S. packages and shipments inbound into the U.S. from international locations with a delivery commitment of Saturday, Dec. 18, 2010.

    Continue to check the status of your shipments on fedex.com for service updates. You can also contact FedEx Customer Service at 1.800.GoFedEx 1.800.463.3339 or stay up to date by subscribing to service disruption e-mail notifications at the FedEx E-Mail Subscription Center."

    I think what Lionel is stating here is as accurate as he can make it.  I applaud his efforts in this endeavor, as he is literally the only web-wide spokesperson for Dell during this rather inept period of product rollout.  Hang in the Lionel, Santa knows you've been nice!  🙂

  • cb55555

    @The Michael

    I just noticed that my order also changed to "Delivery Preparation" under "My Account", and like yours, it still says "In Production" when looking at the order details.

  • wvanellis

    12/1 orders are being ignored. I ordered a second phone last night around 11PM PST. It's now 6AM and the status of the new order is "delivery preparation", while the 12/1 order still shows 1/10!!!!!!

  • number42

    Update:  I received shipping confirmation last Friday, that said both overnight shipping and FedEx ground.  Checking the tracking number this morning as I did last Friday yields the same result: Nothing….tracking number cannot be found, and the delivery date is 12/24 on Dell's site (for a supposedly overnight shipment).

    I could understand a shipping delay, as explained on FedEx's site, but not even showing that it's been dropped off at the shipper yet?  Really?

  • RLXNY80

    @ Raimeiken:  Yes I got an email notification saying that my order has shipped.  Hopefully it gets here tomorrow as it's being shipped overnight, but when I query the tracking ID, the package is still in Memphis, TN and it says that there may be a delay due to wintry weather conditions.  Us 12/1-er's just can't catch a break.

  • tang630

    So. I see that Dell took off the DVP product page. At least now they won't take new orders, then ship the phones to them before me. LOL

    12/1 here and still hoping for a christmas miracle. I will believe in Santa again if my phone arrives by xmas!   =D

  • cb55555

    I still see the product page.

  • Adam_D

    I was hoping to see an update on my 12/1 order, but as of a moment ago, it still shows a 1/6 EDD.  Was hoping to have the phone by today.

    Dell really needs to get their act together.

  • ksrehman

    Update: 12/1 order, free 2 day shipping, 16 Gb DVP as an upgrade on existing T-Mobile contract, EDD 12/15 changed to 1/6/11 on 12/13 …

    After contacting @dellcares and @amyatdell (yesterday), my order shipped this morning! Sadly I got 2nd day Fedex, not the overnight shipping upgrade promised (despite my order status page saying Next Business Day for days) but I doubt that all 12/1 orders have shipped yet, and some people got ground shipping, so it could be worse! Thanks to Amy and Lionel for at least responding to my tweets in a semi-helpful way. Looking forward to the phone itself now.

  • The Michael

    No status change on my order. Mine still says 12/27  for my order placed 12/5.  C'mon Dell! I already received one DVP of my order for 2 that were placed at the same time.

  • Lionel_Menchaca

    I know there are many of you who ordered on 12/1 who are still waiting for shipping confirmation. I don't know why some later orders are being shipped sooner, believe it may have something to do with inventory of 8GB or 16GB phones.

    Like I mentioned in Update 2 of this post: for many of you, it is likely that Estimated Delivery Dates won't be adjusted before your order ships.

    The important point is this: if you ordered on 12-14 or before, your order will be shipping soon, in time for Christmas.

  • dhafiz

    Lionel – are you saying it's going to be *shipped* before Christmas or *delivered* before Christmas? If the order has been shipped, I understand you're saying that EDD may not be updated. BUT we will receive an email from Dell with shipping info, correct? Or at the very least, when we call Dell Mobility, the sales/CSR reps will be able to tell based on our order # if the phone has shipped, correct?

    I ask because as of 8:57am CST today, according to the Dell Mobility Sales rep I spoke with, my order is still "in production" and to the best of her knowledge, she said the chances are that the order will NOT ship before Christmas.

    Just clarifying the confusion here. Can you please respond to my questions?

  • tang630

    @cb55555   you're right. My IE is wacky. My Chrome works fine.  I'm going crazy with this phone order. lol

  • cargorates

    What a Joke – Oh Yes – India went back to work and something was updated – – so now you can see the tracking from last week – Since no one in the States can apparently do anything but make false promises. –

    Good to see You promised "Free overnight shipping upgrade for all orders placed up through yesterday, December 14."  But you sent packages  – FedEx Ground  – Arrive on Xmas eve so I will wait so I can sign

    instead of going to the Xmas party —–  thanks "Scrooge" –   24 days for an order – I know of no other computer company that work on a turn around time that they start designing the product after you order –

    It is good to see that everyone who ordered a phone  after December 1st gets the phone 1st and now there even tricks if your a  jerk  to get the phone the next day even though somehow you  can't deliver to the people who supported your company in a timely manner – ( It's makes me wonder if your other toy products like the Duo are a joke as well. -Most Likely the toy plastic swivel arm breaks quickly)

    Lying is a disgrace  – Acting if our time is yours waste, Hanging up in our face,offering to cancel the order like that helps our fate, your leaving me with a bad taste. – Tell me lies -a tech company without the tech, outsourced workers who you teach to say – "We Don't ,  We Can't, We Won't  –

  • The Michael

    I have never spent so much time checking Order updates, status pages, reregistering my product to send me e-mails, checking Twitter, Technology blogs, company blogs, community blogs just to buy a phone. I still don't know who Amy or Lionel are, I learned of the group the 12/1ers. I'm now up to date on regional weather conditions for FedEx routing, Christmas Miracles, the phone routing system for Dell support, the terms EDD and In Production. I'm still not sure if it takes 1 day or 15 days to make this phone, though it depends on when you order it , Somehow there is a shortage of 16GB memory cards that only effect this phone and one guy is freaking out because it's being shipped to his house and not his office. I have never had so much drama in my life over a single product. Those idiots standing in line for an iPhone are wimps compared to us.

  • cb55555

    I just ordered a 2nd DVP as somebody else suggested. The EDD is 1/13/2011. Somehow, I don't think this one is going to arrive any sooner than my first one due (supposedly) on 12/28/2010.

  • wvanellis

    @cb55555

    Dell’s shipping system  is so screwed up that new orders are shipping faster than older ones. The order I placed last night around 11PM PST had an estimated delivery date of 1/12/10. However, this morning around 9AM, it was updated to “delivery preparation”. At 11AM it was updated to “Shipped” with a tracking number, and estimated delivery of 12/21.

    The tracking number now shows that it was picked up in El Paso, TX and is “In Transit”, still with a delivery date of tomorrow. However, the order I placed on 12/1 shows as shipped with a delivery date of Wednesday by “Fed-Ex Ground”. However the tracking number is still not in Fed-ex’s system.

    The shipping of the 12/1 package makes no sense at all since Fed-Ex Ground does not deliver in 2 days, it’s 7-10 business days. Assuming that both phones are coming from the same factory, there is no way the 12/1 phone will get to me in two days by GROUND. It could “possibly” get to me in 2 days if the factory was in my own state (CA).

    I have no faith at all in receiving the 12/1 order. I am just hoping that what is delivered tomorrow isn’t an empty box.

    For those who really want the phone before Christmas, I recommend doing the same. If you receive your 12/1 phone (don’t bet on it) before the inactivated phone ships, cancel the second order. You have nothing to lose going this route.

  • missionsparta

    Bang up job, Lionel. Nothing has changed…..get ready for some fun.

  • missionsparta

    On a side note — your company's stance that all of these people commenting on this 'blog' (if we can call it this) are liars, is more disgusting than your stealing my money and delivering no product, then trying to black-mail me into buying a second one in order to recuperate my loses on the first one.

  • Adam_D

    Lionel – I appreciate that you've given us updates, but it sounds like you don't have the answers many of us need.  Calling customer service is pointless because they just read from the screen that shows information that you are telling us is incorrect.

    It is a big concern for those of us that ordered on 12/1 hearing, and seeing thanks to youtube, that people that ordered the same model we did, after we did, have their phones already.  I think Dell needs to take an extra step for the 12/1-ers that are still waiting.

  • number42

    My order has finally shown up in FedEx's system after having a tracking number for 3 days from Dell.  Listed it as shipped on 12/17.  FedEx logged it in at 6PM on 12/20.  Delivery date of 12/23.  Four business day shipping is not what were were told about as one of the 'fixes' for this fiasco.

    At this point I'm thinking of checking it out and returning after I get to check out WP7, as I have zero confidence in the ability to acquire a replacement if something should go wrong should I get this for more employees than myself.  Perhaps Dell should just be including free return shipping labels instead of mediocre bluetooth headsets at this point?

  • alohafriday

    Received notice for the second DVP on the 18th.  The item is still NOT FOUND on FedEx's site (not dropped for shipping?).  Still listed as Ground shipping for deliver by the 24th.  First item left TX, but no updates in two days (I'm near Chicago).  Not looking good here Dell.  

    Lionel, you have been given bad information.  The coordination between operations and communications must be tighter and when your company commits, you must deliver w/out concern for costs at that point.  This is especially true for your loyal customers and early adopters.  First get us an official apology and update that the company will stand behind.  Second, make your customers feel better.  While I don't expect a refund and the headset is a nice gesture (that I will never use), you could look to Zune Passes or free apps on the marketplace.  Make this right.  

    Second post:  

    I just received notice that my second DVP is on its way, via ground (vs overnight as promised) and due in on the 24th.  My last gripe is that I now have two shipments I have to sign for.  If I miss the delivery, I have to drive 30 miles on Christmas Eve night to get my package.  While I am looking forward to using what promises to be a great phone on my carrier of choice, I am very disappointed by Dell's handling of this matter.  Your logistics/operations department(s) and communications group outright dropped the ball on this one.  Bad Dell. Bad. Bad. Dell.

    Original post:  

    Here's where is gets even sillier…  I ordered two 16gb DVPs at the same time early on the 1st.  For whatever reason, they were placed under seperate order numbers.  Now one order is on it's way (not via overnight, but ground) and the other still shows a 01/10/11 delivery.  No one has an explanation and only after much discussion would they upgrade (free) the shipping for the second order to overnight.  This is pathetically laughable; get with it Dell.

  • Kymera77

    I wonder what happened to the "Free overnight shipping upgrade for all orders placed up through yesterday, December 14" promised in Lionel's Update.  Mine is certainly shipping 2nd day, what I requested at checkout.  Even when the customer wins Dell likes to make sure they slap you in face on the way out the door.

    Why is it that Dell CSRs know NOTHING about the issues surrounding the Venue Pro?  

    I have no idea if I will deal with Dell again after this experience.  I can't handle the lack of information and the complete inability of anyone at Dell to know what is going on, much less understand their own shipping system.  For example, why the people who ordered 12/1 had to wait 19 days for their orders to ship when other people who ordered a week (12/6 or 12/7)  later got their phone in 7 days (12/13 and 12/14), AND got them overnight.  How does that happen?

  • cb55555

    Great. A couple hours after I placed the 2nd order, my first order now says "shipped" with a delivery date of 12/22. I'm guessing it's probably too late to cancel the 2nd order too.

  • Wald0h

    The times i called customer service the only 'answer' i was given is being offered a full refund.

    That was their resolution.

    I do not want a refund, i would like the phone i paid for 20 days ago before folks who are already playing with theirs.

    Tweeted to @dellcares and it's obvious that @delldoesn't care, gave my prder number on saturday, was told "give me to monday" and monday rolls around and wouldn't you know, re-tweeting Lionel's blog post to me. How informative.

    12/1 order, 1/7 estimated delivery STILL. Customer service says that the january date is correct, doesn't know who Lionel is and that anything posted on the internet is incorrect.

    I'm not holding my breath getting this thing before the end of the week.

    On the bright-side, I got a Dell holiday card!

  • wvanellis

    The "Next-Day Shipping" promise is not correct. The order I placed last night was shipped next day, as I paid for it. Yet, the order placed on 12/1 was shipped GROUND. It showed next business day as f this morning, but the tracking number shows that it was shipped ground, and will be delivered Wednesday.  I think they down-graded the delivery option on every order that they think can be delivered by Friday. I can’t wait until that explodes in their faces. Between the weather issues and Dell’s general ineptness in handling this issue, I’m not even expecting the 12/1 order to be delivered Wednesday. I’m sure it’s going to be delayed.

    What boggles the mind is how the 12/1 order was totally screwed up, yet an order I placed 10 hours ago is already (supposedly) on a truck to be delivered tomorrow????

    This is the third purchase I made with Dell this year that turned out to be a fiasco. Three strikes, you’re out! This will be my last Dell purchase!

  • Raimeiken

    when was your first order placed?

  • zettersten

    ############# UPDATE 12/20/2010 ################

    Hi Lionel,

    My name is Erik Zettersten. I purchased the Dell Venue Pro December 1st of 2010. With that purchased, I signed up for a new T-Mobile Plan.

    The estimated delivery date showed December 17th, 2010 (right before Christmas). This phone makes a perfect gift for my girlfriend.

    Upon reading a number of blog postings, from some of the top named technologist, regarding the delay and issues people were having with the phone – I grew concerned that my order may be delayed.

    After reading your initial blog post to the community, my concern was confirmed you wrote, "orders may experience slight delays".

    Later (on the 14th of December) you updated the post that made my concerns wash away. I was happy with what you wrote… You wrote, "all customers who ordered the phone through Tuesday, December 14 or before will receive their phones before Christmas".

    Which brings me to today, December 20th, 2010 – 4 days before Christmas…

    I received a call from Scott at 12:30 PM. Scott introduced himself as a dell employee working on the order "mess" with the Dell Venue Pro.

    He said, "Hello Mr. Zettersten, My name is Scott and I am with Dell. Did you order a Dell Venue Pro?"

    I replied, "Hi! Yes I did! On the 1st of the month no less".

    He paused and continued, "Well Sir it seems like your order did not go through correctly."

    Another pause and I replied, "Before you go any further, I you notifying me that I will not receive this phone before Christmas?"

    He replied, "I'm sorry but that is correct."

    I replied, "Why have you chosen now to talk to me? Why 4 before Christmas? Why does your community blog say I WILL receive a phone if I ordered it before the 14th."

    He said, "I'm sorry – I can cancel this order or resubmit it for you."

    I replied, "When will i receive the phone if I resubmit it?"

    He replied, "If you order right now, you will receive the 8GB Venue Pro with T-Mobile Activation at the end of January"

    ….

    At this point, my heart  sank… How in the hell is this possible? How can you guys do this to your customers?

    ….

    I replied, "Do you see what position that puts me in? This phone was a gift! What will Dell do to keep me as a customer?"

    He replied, "I'm sorry, what would you like to do?"

    I replied, "How did the order not go through – I was on the phone with a sales rep who did the order for me?"

    He said, " I'm not sure sir, what would you like to do? "

    …..

    I will not be buying the Venue Pro this season, nor will I be getting any of the windows phone 7 devices. The other devices are not quality products in comparison to this…

    Thank you Lionel for not only being apart of this massive FAIL but for committing to a statement that was NOT TRUE at all.

    How dare you Dell. You as a company should be EXTREMELY upset with yourself. I will spread this story to as many sites as I can.

    Your truly,

    Erik Zettersten

  • alodar1

    woo hooo !!!!!  12/1 er and I just got an update….I was updted from 1/7 to 1/5.  Overnight was switched to Ground , but the charge was not refunded….Just like you promised Lionel…..good job

  • cargorates

    1st)  I have been hung up more trying to figure out what is going on with dell then at my cold calling sales job. 2) 12/ 01/2010 was my order date.  – I have been subjected to the mental scam of fake ship and not ship. I was told shipment would move overnight but tracking says ground –  Hope it's one fast truck  – and as other people have encountered , I was provided a tracking number that is not in the fed ex system. I was told – "hey maybe it will show up tonight " ??  

    The "out of the Box" experience never happens as you don't have the boxes or at least do not know how to ship the boxes. – Sad –

    ********************* Please Dell – Teach your people right – -*****

    ** Overnight/ Next Business Day means that's the box you check on the shipping Airway Bill ????

    (Overnight and Ground shipping 3 -4 days are not the same thing -!!!!!!!)

    ***FYI – Next Business day would usually mean in a 24 hour period and you would note the tracking number –

    – Three two to four days ground is not the same as overnight as that takes 72 to 96 hours –

    —————————————————————————————————————————————

    ******* What About an Extended Warranty ??????

    AND what about an Extended Warranty ??  why don't you upgrade us for an  additional  year –

    *** Also since no one seems to have been trained – when I ordered the phone and asked about an extended warranty  I was told you could not purchase one – During my calls I asked about

    Dell  Item number – 927-3693 Dell Hardware Limited Warranty  –

    I asked if the warranty could be upgraded and I was told two different answers

    (After being routed to three different places so what is the answer ?????????????)    

    1) THE first attendant told me that You Can only upgrade warranty at the time of purchase or before it ships

    – WHICH I tried to do since Dell can't even tell me if they shipped the order  or not (Hey – Maybe it will show up tonight –?????)

    2) The second attendant told me that you can only do it once your receive the phone so you can provide

    the serial numbers ( Like we will ever get them )

    *************What is the answer – Can you Buy an Extended Warranty or not and how much does it cost ????

  • ProtonPump

    This is the same thing I've been trying to find an answer to:

    ********************* Please Dell – Teach your people right – -*****

    ** Overnight/ Next Business Day means that's the box you check on the shipping Airway Bill ????

    (Overnight and Ground shipping 3 -4 days are not the same thing -!!!!!!!)

    ***FYI – Next Business day would usually mean in a 24 hour period and you would note the tracking number –

    – Three two to four days ground is not the same as overnight as that takes 72 to 96 hours –

  • shaun231

    ok now i am a little shocked someone ordered on 12/16 and has a device already being shipped

    forum.xda-developers.com/attachment.php

  • RLXNY80

    Is the shipping system so pre-historic that your customers cannot even take comfort in having been issued a FedEx tracking number?  What in the world is going on over there?  Seriously!  How could Dell have let this monumental mess up happen?  Mainstream tech sites like CNet and Consumer Reports and even business news broadcast outlets like MSNBC and Bloomberg should totally do an expose on this debacle so that our concerns will reach FAR BEYOND this message board.  

  • Raimeiken

    I should've just cancelled and reordered….since the Dec 1st orders are apparently being ignored

  • gjohnsoniii

    Still showing 1-10-2011.  Spoke to Dell Mobility "Specialist" this morning and he basically said "He doesn't know whats going on with the shipping and there is nothing he can do". Way to give up on your customers.

  • RLXNY80

    I'm a fellow 12/1-er and just checked my order status.  It has been updated to reflect an estimated delivery date of 12/21.  It even has a FedEx tracking number.  Fingers crossed.

  • The Michael

    Wooohoo!  status has moved to "Shipped" Next Business Day.

    I do believe in Christmas miracles!

  • Wald0h

    12/1 order, finally went to shipped and look at that. fedex 2day down-grade.

    unbelievable

  • alodar1

    So, my Venue Pro arrived this morning.  I first placed an order on November 1st….then again on November 8th, 15th and 17th.  I placed an order with Dell on December 1st.   Only the 12/1 order has shipped.  All other orders are considered lost…..Tmobile wants me to cancel them….they can't do it for me….because they can't find them.  Hmmmm…

    Now that I have my device, I think back to all I should have recognized about this phone.   First…Dell told us this device would not ship on Nov 8th.  They told us the device would not ship on November 18th.   Though they acepted my order, they told me the chances of it shipping on December 14th, was a long shot.  I was told around Thanksgiving, the earliest I should exect my phone was , 'maybe' the week of Christmas.  

    I recognize its very easy to lose control on a blog, and thats what I did.  So, for my part in the feeding frenzy…I apologize.  This is not the first time I have had this phone in my hands…but it's better than I remember.  I already have an HD7…with access to the Samsung Focus, the Asus e600 and the HTC surround.  So, I was not without a phone.  I really hoped my device would not ship until after xmas….to give one of the people without a phone a chance to get one.  But….didn't happen, but I won't apologize for getting mine.  

    1 recommendation….when turning on the phone for the first time….set it up…but then go into settings, about, and reset your phone.  My experience with new phones and Updated ROMs, tell me this is the best experience.   My initial setup was slower than expected.   The hard reset was done…and the phones acts like expected.

    For those yet to get their order….I'm wishing for you.  Otherwise….Thank you Dell….

  • The Michael

    @ alodar1   what does resetting your phone do after you've set it up. explain. curious.

  • Raimeiken

    Ok mine actually shipped…finally..

    but the next day upgrade that was promised was downgraded to ground shipping. LAAAAMME!!

  • Snake683

    Well, now I have heard it all.  How about an excerpt from the (Cnet-sourced) Venue Pro user's manual:

    First-Time Setup

    After the first-time cold boot, touch the get started button to let the phone take you through an initial setup process:

    1 The phone detects whether an Internet connection is available.

    NOTE: Connecting to the Internet requires an active Wi-Fi or mobile data connection (GPRS, EDGE, 3G, or HSPA). See Connectivity settings for more information on how to set up a data connection.

    2 The phone asks whether to retrieve time zone, date, and time information directly from the Internet server, or to set up time zone, date, and time manually.

    3 Download the Microsoft Software Agreement.

    4 To connect your phone to Windows Live and use services

    including Windows Live® Messenger, Hotmail®, Zune®, and Xbox LIVE®, touch the sign in button to sign in with your existing Windows Live ID, or touch the create one button to register a new Windows Live ID. NOTE: Signing in to Windows Live also synchronizes all your Windows Live e-mails and contacts on your phone.

    5 The phone is ready for use when the Start Screen appears.

    Stay thirsty my friends!

  • alodar1

    @ alodar1 what does resetting your phone do after you've set it up. explain. curious.

    The hard reset on a device is the basic equiv of format and reinstall on your PC.  If you have ever purchased a new PC or Laptop, you normally have to walk through a completion of the setup process.  Most OEMs cover this up with somekind interface that covers up what is going on.  Many people, will format their computers, reinstall the operating systems….and then their programs.  If you have ever had any software programs and called Technical support, the format and reinstall of the Software is usually a final result, but does resolve any issue.

    With a Phone device, replacing the OS has been common for several years.  People who engage in this practice of updating their Phone OS, installing the base OS is usually followed by reinstall.   People have lots of reasons….but the thought is, it simply insures the initial install process is done completely.

    On first install of the Dell, I walked through the setup process, and immediately added an outlook account and a facebook account.  Since this is NOT my first WP7…I know the setup process is very fast and very snooth.  When I started it on the Dell, I noticed is was not going very fast.  So….rather than wait until a few days…or weeks, after I had everything setup….I opted to hard reset now….and see what happened.   On hard reset, the setup process completed as it should, plus, adding several accounts at the same time, completed very fast, as I expected.

    Should you Hard Reset your device after the first setup ??  Up to you.  I do it all the timej as a matter of fact.  

  • alodar1

    Well, now I have heard it all. How about an excerpt from the (Cnet-sourced) Venue Pro user's manual:

    First-Time Setup

    After the first-time cold boot, touch the get started button to let the phone take you through an initial setup process

    I can tell you the Dell did not have this process.   Nor has any other WP7 I have touched….except under 1 condition….No Sim card.   Without a sim card, all the settings go to manual….you want time zone…you got to find it…you want time…you enter it.  EULA is pushed at you.  

    Try it….you'll see…..

  • cargorates

    1)  – Why Make promises when you have no plans on doing what you say –  Below not truthful

    2) Your staff and the answers they provide is a joke. –  

    Update: I'm still working to understand details to clarify shipping schedules. More on that soon. In the meantime, wanted to let folks know that Dell will offer the following for all customers who ordered the Venue Pro on or before December 14:

       * Free overnight shipping upgrade for all orders placed up through yesterday, December 14.

  • Wald0h

    "Free overnight shipping upgrade for all orders placed up through yesterday, December 14. "

    ahahahahahaha

    joke's on us

  • Snake683

    @  alodar1

    I've been rebooting PC's since the days ot TRSDOS.  Though your credentials and explanations are a bit suspect, I'll leave you alone to your own little world of Windows Phone expertise.  By the way, have you writen any applications for these phones yet?  I have.

  • bongky

    It seems that Dell has more or less condemned itself.  Unbelievable.  This is the first time I saw something as messed up as this.  Being big does not mean you can be inconsiderate.  Look what happened to Nokia.  Just because they are the biggest, for several years they did not even bother to listen to consumers opinion and look at how it is now.  Being beaten up by the likes of HTC, Apple and Samsung.  Dell, better get your act together or prepare to be face some hardships from the likes of HP and Acer.  This is not a joke anymore.  Today market is extremely competitive.  

    SURVIVAL IS ONLY FOR THE FITTEST!  So hurry out and dispatch those 1/12/2010 orders to make up for the blunders caused thus far.

  • cb55555

    In hindsight, this whole thing seems like much ado about nothing. After reports of people receiving orders "out of turn" turned up on messageboards and blogs, people started panicking for no reason it seems. I, personally, got caught up in the moment and ordered a 2nd unit yesterday event. A few hours later, the status of my first order changed to shipped, and late last night, the status of my 2nd order changed to shipped.

  • Adam_D

    @cb55555

    You ordered a second phone yesterday and it already shows shipped?!?!?!

    I'm still waiting on my order from 12/1 to be shipped.  I'm not panicking, just being vocal while I wait in disappointment.

  • jetnet27

    I Cancelled mine yesterday (16gig). I dont really feel the hype now and have a buyers remorse moment and because of the delay it made iteasier for me to just cancel it yesterday. Hello $500+ in my bank ;D!

  • cb55555

    @Adam_D

    Yes, it did. Somebody else reported doing the same thing. I was skeptical at first (read the rest of this thread), but I did it anyway. Lo and behold, he was right.

  • Adam_D

    Just rechecked my order and it shows that it's shipped!  FedEx tracking and everything!  FedEx tracking doesn't show the overnight shipping that Lionel and the email from Dell said it would be, but at least it shows it was shipped.

  • cb55555

    12/06

    Original EDD was 12/29, and it moved up to 12/28 after the overnight upgrade.

  • cb55555

    My 2nd order now says "Delivery Preparation". LOL. I guess I'm going to have to eat the cost of return shipping since it's too late to cancel the order.

  • william1011

    I got an email saying the phone would be delivered Jan. 14. Then the next day I got a tracking number saying it would be here Dec 20. The phone arrived and I love it. I would encourage anyone else to try to hold out and wait, I know it's tough but it's worth it. This phone is wonderful.

  • missionsparta

    Wow… actually shipped. Now the next question…

    How come I am looking at three days for shipping?

    What happened to over-night shipping, Lionel?

    OR CAN I JUST ADD THIS TO THE EVER GROWING LIST OF LIES YOUR COMPANY HAS TOLD ME?

  • RichS900

    MY ORDER WAS ON 12/14 AND I DID NOT GET OVERNIGHT SHIPPING. I MEAN WHO IS RUNNING THIS PLACE??? UR INDIAN CALL CENTERS HAVE NO IDEA DELL EVEN HAS A BLOG. WHAT A JOKE

  • cargorates

    Joke –  Lionel Menchaca should quit her job and give us all a present for Xmas. –

  • Mike123a

    I received my Dell Venue Pro, but it only has 256MB of RAM. Is this a mistake? All the advertisements I have seen say it's supposed to have 512MB of RAM?

  • alodar1

    Ok….I've had the phone for 36 hrs now.  The phone feels good and looks good.  The display is the best of the WP7's so far.  But thats where the good comments stop.  For at least half of those 36hrs, the phone has been unusable.  For 6 hrs today the phone would not boot…going directly into the WP7 equiv of Boot Loader.  I talked to MS a couple of times…..and eventually we got it to boot.   How….I don't know.  IE freezes and hangs.  And, the signal strength is not up to par.  Considering I have this phone side by side with the HD7.  Friend down the street has a Focus….so I am comparing them side by side.  Since I have used this phone before….a demo model, and this was NOT evident, I probably have a bad phone.  I'll call Dell and get an exchange….after the new year….anyone else with a problem?

  • Raimeiken

    What Happened to the OVERNIGHT SHIPPING that was promised?!

  • cb55555

    The order status page on one of my orders says "FEDEX EXPRESS", but on the FedEx tracking page, it says "FedEx 2Day Service". It's a little annoying to have to wait one more day, but it's definitely better than the original 12/29 EDD. I suppose Dell downgraded all orders if the package could have been delivered before the 25th.

  • Kymera77

    Anyone else noticing the conspicuous absence of any Dell responses on this blog entry recently especially surrounding the broken promise concerning next day shipping.  My phone is supposed to get here today, but it should have been here yesterday if I got the next day shipping, because it REALLY should have been here 12/15, but failing that it DEFINITELY should have been here before people who ordered after 12/1.  It seems that 12/1 orders were among the LAST people to get their phones, and no one has explained that either.  

    No one at Dell knows anything.  The people in India don't know anything about the Venue Pro, the shipping problems, the (broken) promises Dell made or anything at all about Dell's processes.  Seriously, Dell would be better served by having a recording just stating "Check our website, because that is all the people at this number can tell you and you will be less frustrated by the experience because you won't be transferred to a number that the CSR knows is disconnected or be on hold for 30 minutes, and still have no more information than you could get from our website.  Thank you."

    I think I would respect Dell more if they were at least honest about the amount of "Help" you can expect from their customer facing representatives.

  • cb55555

    @Kymera77

    Not to excuse any incompetency by Dell CSRs, but you have to remember that Dell sells literally thousands of products other than the DVP. Information about DVP shipping problems aren't likely to filter down to some person in an Indian call center.

    I think what seems like a complete debacle to us involved is probably just small number of isolated cases compared to all the orders that were shipped without a hitch.

  • wvanellis

    I received my (second order) phone yesterday. The one I ordered on 12/1 still hasn't arrived. After playing with it for over 24 hours, I decided that all this hype was not worth the frustration. Not one bit. This process has left such a bad taste in my mouth for the Venue Pro and for Dell, that I've decided to return both phones (if ythe 12/1 phone ever arrives), and get the HTC HD7. I was giving one as a gift and they are offering buy one, get one free. That can't be beat, AND I get to walk out the store with it TODAY!!!!!  Good luck Dell!!!!

  • shaun231

    DELL AND EVERYONE WE HAVE A SERIOUS ISSUES. HAS ANYONE NOTICE THE DELL VENUE PRO HAS ONLY 225 RAM NOT 512. THE MORE LIVE TILES YOU HAVE THE MORE LAG YOU GET. WHAT THE HECK WHO MAKES A SMARTPHONE WITH THAT LOW OF RAM. WITH MULTITASKING COMING NEXT MONTH THE DELL VENUE PRO WILL BE AN OLD MAN AND STUCK LAGGING WITH A CANE. I SUGGEST EVERYONE DOWNLOAD "DEVICE INFO" FROM THE MARKETPLACE AND CHECK. 225 RAM HOW HORRIBLE

  • kidlola

    The Dell corporation are liars.

    Dell never upgraded my shipping.

    It had been shipping for 5 days, and probably won't get there tomorrow either. Tomorrow IS Xmas holiday weekend already. I ordered 2nd Day shipping originally.

    I had now updated Dell Venue Pro's Wikipedia page to make sure every potential customers will read about their horrible services:

    en.wikipedia.org/…/Dell_Venue_Pro

    Please feel free to add more to it.

    It's a shame that a great design is ruined by horrible services and management.

    I will not trust them to buy anything that I need on time anymore. NEVER.

  • shaun231

    DELL WHERE IS OUR RAM AT. HOW DARE YOU MAKE A 500 DOLLAR PHONE AND NOT HAVE 512 RAM. ANOTHER BLUNDER. BIG BIG BIG BLUNDER

  • alodar1

    @Snake

    My last 24hrs have been awesome.  After working through the reboot issues, I've had ZERO problems.  I think the issue was probably caused by an app or 2 that I loaded.  I am currently running with my standard apps, and am avoiding the couple that I had loaded only on the DVP.  The radio signal also has calmed down and is very equiv to the HD7.

    So I'm happy.

    I was curous about he lack of RAM I'm reading about.  How does anyone know if they have only so much RAM?  I know the storage card is used as a swap type file.  The storage cards are under fire right now, as people are trying to locate them and swap them out for larger cards.  In reading all the MS stuff, and OEM stuff, the indications are that replacement cards are NOT available as of yet.  Many of the WP7 simply cannot be updated without disassembling the phone.  

    REgarding LIVE TILES:

    Anyone catch the article on Engadget about the 15 Live Tile limit?  Essentially this was supposed to be a balance of performance and battery life.  The 15 tile limit does NOT include any of the standard pre installed tiles.  According to the article, MS says this is NOT a hardcoded limit and can be adjusted by ???? Sorry…I don't remember who they said or if they said.

  • wigglemeyer

    I was pleasantly surprised when I received the email from Dell Proactive Outreach that I would be getting free overnight shipping and a bluetooth headseat to make up for some of the frustrations of shipping the Venue Pro.

    I was mildly frustrated the next day when I noticed my shipping was actually only set to 2-day (promise someone something and give something else). A worthless chat session with Dell and an email to Dell Order Support apparently weren't received in time to modify shipping to overnight (I sent it 48+ hours before shipment). Mild frustration growing to solid frustration.

    I was pretty ticked off when order was supposed to arrive yesterday, but due to FedEx carrier problems (driver couldn't finish his route due to busy holiday season), I now have to arrange for pickup today. I am going to drive to the FedEx location so that we aren't sitting around all day awaiting delivery.

    I imagine Dell saw that these would arrive before Christmas, so in order to save $$$ they were able to change most people to 2-day and, from the sounds of this forum, some to even GROUND shipping. In my opinion, it is a big PR no-no to promise something and deliver something else, regardless of your motivation. My experience above wouldn't have been nearly as frustrating had Dell just kept their promise. I'd be surprised if we ever get our BT headsets.

  • azhao
  • alohafriday

    Apologies for the long post, but here is (hopefully) the final installation.  Second DVP arrived today (one day early), but I did have to go pick it up as expected.  The FedEx Ground people were especially accomodating considering it was not a regular customer office.  TMo upgrade and setup was a breeze.  Love the phones and look forward to enjoying them.  

    The only thorns in this entire process were 1) Dell communications not providing timely or accurate information, 2) Dell logistics not delivering to the specifications provided to communications and 3) Dell's outsourced support.  Since they are paid to provide only limited support, you get cookie-cutter scripts and information trees without the ability or authority to truly problem-solve and help customers.  I certainly EXPECTED better, but I was not surprised, especially compared to similar expereinces with big companies.  I might buy more products from Dell in the future as I have had good luck with three previous purchases.  However, I will not recommend them to friends and family who are not both patient and technically literate as Dell has consistently failed me in these regards.    

    Good luck to the rest of the 12/1s, I hope you get your DVPs soon!  Happy holidays, everyone.

    Third post:

    Received notice for the second DVP on the 18th.  The item is still NOT FOUND on FedEx's site (not dropped for shipping?).  Still listed as Ground shipping for deliver by the 24th.  First item left TX, but no updates in two days (I'm near Chicago).  Not looking good here Dell.  

    Lionel, you have been given bad information.  The coordination between operations and communications must be tighter and when your company commits, you must deliver w/out concern for costs at that point.  This is especially true for your loyal customers and early adopters.  First get us an official apology and update that the company will stand behind.  Second, make your customers feel better.  While I don't expect a refund and the headset is a nice gesture (that I will never use), you could look to Zune Passes or free apps on the marketplace.  Make this right.  

    Second post:  

    I just received notice that my second DVP is on its way, via ground (vs overnight as promised) and due in on the 24th.  My last gripe is that I now have two shipments I have to sign for.  If I miss the delivery, I have to drive 30 miles on Christmas Eve night to get my package.  While I am looking forward to using what promises to be a great phone on my carrier of choice, I am very disappointed by Dell's handling of this matter.  Your logistics/operations department(s) and communications group outright dropped the ball on this one.  Bad Dell. Bad. Bad. Dell.

    Original post:  

    Here's where is gets even sillier…  I ordered two 16gb DVPs at the same time early on the 1st.  For whatever reason, they were placed under seperate order numbers.  Now one order is on it's way (not via overnight, but ground) and the other still shows a 01/10/11 delivery.  No one has an explanation and only after much discussion would they upgrade (free) the shipping for the second order to overnight.  This is pathetically laughable; get with it Dell.

  • Silvergun360

    Got the phone two days ago and it has been crashing and overheating like crazy. Now we find out it only has 256 Megs of Ram. Wow…Should have kept my HD7 after all. What a  frustrating experience…

  • cb55555

    I'm having my order shipped here to the left coast, and FedEx tracking is showing that my package went from El Paso to Fort Worth before arriving here in California. Not only is Fort Worth in the wrong direction, it's actually farther away from El Paso than California is. LOL. I guess it's a little better than having everything go through the Memphis hub.

  • Snake683

    Yeah well I'm typing on my Venue Pro right now.  I love this thing!  How's that reboot stuff working out for you alodar1?  Mine booted just like the manual said.  No real problems to report other than my fat fingers.  Hang in there  folks!  Happy  holidays!

  • cb55555

    I FINALLY received my Venue Pro(s) today. I immediately installed the Device Info app to check the RAM, and sure enough it shows 225 MB of RAM. I wanted to see how this level or RAM affected performance, so I downloaded a game that was infamous for slow load time–The Harvest. I wanted to compare the load time with that of my HTC Surround, which shows 474MB RAM on Device Info (which oddly is more than the 448MB RAM that the HTC site lists). Interestingly, the Venue Pro loaded The Harvest about 30 seconds FASTER than the HTC Surround. I compared other games like Fruit Ninja and Max and the Magic Marker, and the Venue Pro consistently loaded games faster.

    Because of the discrepancy of the RAM reading of my HTC Surround with respect to its known RAM specification, it does bring the accuracy of the Device Info app into question. Regardless, even if Device Info is correct, the lower RAM on the Venue Pro DOES NOT seem to have a bearing on its performance. When WP7 supports multi-tasking in the future, this may have some implications, but as of TODAY, the Venue Pro performs beautifully. Unless, I run into some major issues in the next few days, I'm pretty convinced that whatever RAM the Venue Pro comes with is more than adequate, and, in all likelihood, I will be keeping the device.

  • BlackArgonaut

    The phone arrives… and has crashed twice now.  A hard restart prompts me to go back through the grueling process of setting everything back up on the phone, and if you've tried syncing your e-mail through Outlook you know what I mean.  Really, really not happy about this.  Did I just drop a few hundred on a lemon?  It's looking that way…

  • Snake683

    Ok, over a toddy or two I did some deep research…Hic!  256MB RAM is all you get and apparently all you need.  The Venue Pro was clocked in one technical review (see below) as faster than the other 512MB Windows phones.  Microsoft has indeed specified the minimum of 256MB and based on my app performance this Venue Pro is amazingly fast.  I have no complaints and when they eventually find the need to turbo-charge us at 512MB, I'll upgrade then, but only if it makes a significant change.  Happy Holidays!

    Review: pocketnow.com/…/dell-venue-pro-review

  • cargorates

    Cool – my post was taken out because not only did I question the fact we have all been mistreated –

    but the real reason I think is that I asked about the Warranty Policy ———–

    Lets all ask for clarification ??? Can you buy an extended warranty or not and how much –

    1st) I will never by a dell product again

    Tell me what is the violations – what words are against the policy –

    1) What that no one at your company knows if you sell a warranty

    2) The fact that you  took you 25 days to send a cell phone  –

    3) The fact the only person who cares is the web administrator and they don't actually care about the product –

    4) The fact that we have been lied to in writing about the problem resolution

    You mean the fact that you company or your people has not performed the job.

  • Snake683

    There is another tool/app called "Device Info” indicates my phone has 225.02mb of Total Memory and an App Current and Peak Memory of 8.02mb (it fluctuates).  

    Dell delivered my M4300 Precision NVIDIA video card advertising 512mb, but it uses system memory for half of 512mb and shows up as 256mb video memory on all diagnostics.  Perhaps this is where the remaining megabytes reside within the Venue Pro.

    On a side note, all technical reviews and tech comparisons of this phone indicate all Windows 7 phones have 512mb system memory.  Microsoft is driving the bus on the operating system and has stipulated the phone characteristics to all manufacturers.  I do not believe a Windows Phone would be released with less than 512mb.

  • missionsparta

    The minimum spec for RAM with WinMo7 devices (per Microsoft) is 256MB. Now every phone released to date has spec-ed 512MB of RAM for their devices.k This one is showing 256MB. I am sure Dell will try to use your theory as to why we are only seeing 256, but up to now, they have shown a great resilience  to lie and stand by those lies. So here we go again with them. Maybe we will get a free box of ink-toner for this mess up.

  • The Mark B

    @ The Michael…. How does it Rock.  What is the purpose of Rocking?  It is supposed to be a smartphone???? explain. curious.

  • The Michael

    The phone is beautiful and has not had one problem. Everything synced up perfectly. no wifi issues, the sound through the speakers is great. Great volumn with 320kbps mp3s or lossless WMA tunes. The OS is buttery smooth. Live ID synchs up everything very well. apps are quick to load, phone is solid, responsive. Zune software does a great job of downloading everything for my non DRM music, just drag and drop. No mkv support, but converting movies to supported formats are a breeze and look killer on this screen with no issues.. Call quality is great. T-mobile TV is a great surprise. Facebook feeds are awesome for applying to contacts and keeping up to date with friends. I can actually log into and book mark Microsoft OWA. I can natively open .doc and .docx files. My kid is drooling all over his PSP and DS as dad's got X-BOX Live in his phone!!! Like I said home-nugget, this phone rocks. and if you still don't know what that means, turn down the music, you're too old.

    EXCELLENT CHRISTMAS, EXCELLENT PHONE. Dell and Microsoft knocked this out of the ballpark.

  • cb55555

    I had a couple of lock-ups for a brief time, but for the most part, the phone ran problem-free and FAST.

    HOWEVER, the flash on the camera is very weak. It's no stronger than a penlight in terms of brightness. That is why low-light pictures come out looking like garbage. That, to me, is a dealbreaker. I'm returning mine, and I'll wait until it's been confirmed that this issue as been resolved. I like this phone enough to wait a little while, but other manufacturers are about the release new devices in the coming weeks, so I can't promise anything.

  • The Michael

    This phone ROCKS!!!

  • The Michael

    This phone ROCKS!!!

  • Kymera77

    The Michael, I agree that the OS is great.  However, this is not the standard experience with the Venue Pro.  The phone I have, and many people have, is subject to frequent lockups.  I cannot load applications, or programs without crossing my fingers and hoping that the phone doesn't freeze.  On some occasions if you leave the phone alone for a couple minutes it recovers, and kicks you out to the main tile screen.  If you attempt to re-enter the failed location, the tiles sweep off the screen and then sweep back on.  The only way to get back to that section is to turn off the phone by holding down the power button and sometimes that doesn't even work and you have to pull the battery.  Imagine facing that 5+ times a day.

    I really like the OS, I like the form factor, I like the weight, I like the keyboard, I like the XBL integration but the constant threat of freezing, and lockups are killing this phone for me, and others.

  • bongky

    Hello Lionel.  One thing I would like to know is when will the Dell Venue Pro be available in Hong Kong?  I've been following the Venue Pro ever since it was announced and I was hoping to get it for my New Year present.  I am really into WP7 and I see that the Venue Pro seems to fulfill all my needs.

    Two thing I would like to point out on the Venue Pro is it possible for Dell to improve both its audio quality as well as it's image quality and video recording quality.  From the few samples I've seen online, the Dell Venue Pro suffers terribly when it comes to still photos as well as video recoding.  Audio quality through headphones, in my opinion, should be at least be on par with those of Apple iPhone 4.

    I am really looking forward to the release of this device in Hong Kong.  The Dell Venue is already here in Hong Kong but with all due respect, I am not a fan of Android.  So could you please release the Dell Venue Pro to Hong Kong as well?  Thank you so much!!

    P.S.  Could you please make it bug free as well.  From the comments below, it seems the device will lock itself and freeze from time to time.  Please issue these problems as soon as possible.  Keep in mind the "10,100 and 1000" principle.  Issuing the problems at hand now is better than later.

  • paulo42

    I ordered my dell venue pro on the 26 and i received it on the 28.  I'm on 48 hrs now and it has not crashed at all.  its quick and i have all my email accounts registered and i have had no problem.  the wifi is working fine well its excellent.  I'm loving this phone, the look, the feel.  I agree that the camera needs work but hey I didn't buy the phone to take pictures.  No dropped calls at all and the text messages are quick.  again no CRASH at all. and about the 256 mb of ram i don't really care because I'm not really into apps at all or games.  GREAT phone and it only took two days to deliver.  I am really happy with the their shipment service.  Ive owned an iphone and android phone but i am really impressed with the new windows phone 7.  It is easy to use.  A little disappointed that it didn't come with flash but I'm sure a later update will fix that.  I understand the peoples frustration about the service from dell with there shipments but in all this phone is better than the iphone or any android. Thanks dell

  • paulo42

    P.S The phone is you personal zune and so pretty much a real nice mp3 player and yes it is even a radio.

  • tang630

    So are we going to get an email with an "EDP" for the bluetooth headset when ship? LOL

  • kidlola

    For those who are frustrated about Dell Venue Pro, feel free to voice in and join the rest of us who decides to return this horrible phone:

    forum.xda-developers.com/showthread.php

    I doubt they will be shipping the Bluetooth headset to any of us. 🙂

  • Potus415

    Lionel (or anyone else at Dell who reads this, which probably won't happen. I hate that you have to tweet to get a hold of someone who knows what they're talking about): Would you PLEASE issue some kind of comment on the freezing/crashing issue that seems to be plaguing a large amount of Venue Pro phones. Everyone has figured out that it's some kind of issue with Wifi, but what is Dell doing to fix this problem? My phone has crashed dozens of times, and the last time it did, the phone was completey reset when it turned it back on. Everything was gone. So hopefully you can understand why I'd like an answer.

  • sund0g

    Explorer 240 Bluetooth Headset – Black

    Oder date: 1/12/2011

    Order Status: Canceled

    Dell Venue Pro Order Date: 12/1/2010

    Actual delivery date: 12/23/2010

    I doubt I'm the only one.  Yeah, it's just 30 bucks, but when you post on this site that everyone who ordered before 12/14 would get one, then cancel the orders, it reinforces the negative opinion that I started forming as I waited for my phone initially.

    What's next?  Will we have to wait a few extra weeks or months for Dell to approve the software updates later this year?

  • Snake683

    I received my Bluetooth headset nearly two weeks ago.

  • tang630

    Nope. NEVER GOT MY HEADSET!!! Just checked my account. It said CANCELED. oh Dell… How are you still in business?

  • sund0g

    For those still waiting on your Plantronics Explorer 240, it won't arrive.  Apparently there was a part number change, and all pending orders were canceled without a notification.  It seems that someone was unaware of this little promo, and replacement orders were not put in.  After getting bounce around Dell customer support for a while, I was able to put in a replacement order, and the rep was kind enough to substitute the pleather belt hoster for the DVP since it's the same price, as I have a better BT setup already like most here I suspect.

    Good luck to the rest of you who were left hanging by Dell yet again.

  • iReview_954

    I almost decided to just leave, and not comment here and update everyone because it's such a nuisance to create a Dell account just to comment. Anyway, I called Dell's CS line about two days ago, and long story>short: I got bounced around 4 times and I _still_ didn't get to the correct agent ! 3 of them were obviously foreign and didn't know what they were talking about, as if they were reading a script or something and the 1 American I spoke with actually seemed to CARE about my concern – still, he wanted to transfer me AGAIN to another agent. I waited 5 minutes, and he picked back up the phone to tell me that he's unable to transfer, so I'd have to call them myself. Guess what number he gave me to call? The one I called in the first place that got me bounced around 4 times. I didn't call. 2 days later, this morning, I heard a loud knock at the door around 9am and it was FedEx. I signed for the package, ripped it open to find out it was sent with overnight delivery and contained my Plantronics Explorer 240 headset ! I ordered the phone (Venue Pro) off contract about an ~hour after it was available on Dell's site. I received the phone on time, so no problems there – EXCEPT, I didn't receive overnight delivery on that either, only 2 day. The point is: the headset arrived. I don't know how, as all the agents I spoke to had no idea what I was talking about and I never called back after the 4th agent but it did.

  • nounousomes

    This order was for a Dell Venue Pro, It was delayed and Dell offered a free bluetooth headset as a compensation per the following email I got from Dell:

    Dear Dell Customer –

    You recently received a communication from Dell regarding an updated Estimated Delivery Date for your Venue Pro phone.  Dell has been working to deliver your phone as quickly as possible, and we hope to get it to you prior to the updated delivery date. You will receive notice when your product ships.

    In the meantime, we’re also taking some additional actions:

    –           Upgrading the shipping on your phone order to next business day, at no additional charge to you.

    –          Sending a free Plantronics Explorer 240 Bluetooth headset to your shipping address – the headset should arrive within 4 to 6 weeks.

    You can request a free holiday card that states “A special gift from Dell is on its way” by clicking on the following link and filling in the requested information.  The card request must be submitted by midnight CST on Friday, 12/17/10.  http://www.worldmarkinc.com/…/holidaycard

    Thank you for your continued patience!  We’re doing everything possible to catch up to customer demand for the Venue Pro.

    Sincerely,

    Dell

    The email mentioned that I will receive the bluetooth head set with in 6 weeks, the 6 weeks has passed and I did not get any thing?

    Where is my Bluetooth headset?

    Please help me with this?

    My order number is: <ADMIN NOTE: Order number removed per privacy policy>