Category Archives: service

The Camera Store – Fantastic Service Experience

I’ve whined about my share of horrid service incidents here with Dell, Sony Ericsson, and Rogers to name a few. But once in a while, a company goes above and beyond (instead of below and not quite there) that I just have to mention something. That recent pleasant exchange was with The Camera Store in Calgary, Alberta.

I recently purchased a Micro-Nikkor 60mm AF-S f/2.8 lens from them, for one of the lowest prices in Canada, with free XpressPost shipping to boot. I received it a few days later, well packaged, in a pristine Nikon box. To put that seemingly trivial latter point in context, I’ve seen more than one horribly beat up box at Henry’s, where the product was being passed off as ‘new’.

Unfortunately, after trying out the lens, I noted a significant amount of AF-S motor whine, especially when focusing from infinity and back. Once in a while, after the lens hunted around without success (happens with many macro lenses), trying to get the focus back using the focus ring seemed to cause the ring to ‘disengage’ from the lens elements. Turning the ring wouldn’t allow it to move past approximately 0.3m focus distance on the focus scale, despite the ring still turning. There was also this awkward groaning sound and the ring moved very stiffly.

I wasn’t entirely certain what to do at this point, as I was heading down to the States in less than two weeks. I figured I would eat the cost of shipping it back and simply purchase a copy locally. I called The Camera Store to explain the problem, and ask for suggestions. The gentleman told me that I could take it to any authorized Nikon dealer to have it sent off for repair. However, after explaining my tight deadline, he said a return would probably need to be done. The web orders employee, Sheena, wasn’t in on the weekend, so I’d need to call back on Monday.

I hadn’t even gotten a chance to call this past Monday, when I received an email from Sheena, apologizing for the issues. She asked me to ship the lens back, at which point a replacement lens (which they’d check first) would the shipped to me. They would eat the return shipping cost, and she even stated that I should ship it back using an expedited shipping method as ‘there is only a 10 day gap within which we can work to get the lens to you in time for your trip‘.

Wow. Talk about above and beyond.

I shipped the lens using XpressPost and it reached the store earlier today. Considering it only takes a few days to ship back and forth, getting a new copy in time for my trip shouldn’t be an issue.

I initially wrote off buying lenses online after getting the lemon lens, but knowing that The Camera Store will take care of me makes me extremely willing to give them my business.

Where Oh Where is my Nikon D90?

I called Canada Post yesterday, after getting slightly worried about the fact that my Nikon D90 that I sent in to their Mississauga depot for repair still hadn’t shown up as delivered, despite waiting two weeks. The expected delivery date was last Thursday, and the lady I spoke with promised an investigation and would report back in a few days.

I also contacted Nikon to see if they had received my camera; perhaps Canada Post’s deliveryman had forgotten to check the item off as delivered.

I received a response from Nikon this morning. Apparently, there is no service depot in Canada at all, only two in the United States. That’s not what this Nikon page, which I was linked to to aid me in sending my DSLR in for service, says.

At this point, I have no idea where my camera is, although I certainly hope it is with Nikon Canada (which is at the 1366 Aerowood address I sent it to). I also hope it was simply some miscommunication with the service representative, who was unaware of the Canadian service depots.

At the very least, I want to have my camera back before I leave for Redmond in one month!

Getting in a Festive Mood

The first permanent snowfall of downtown Toronto fell this evening as I walked home from work. These past few days have been extremely long. It’s the last few weeks of development before the project I’ve been a part of launches. Even more than usual with the aggressive timeline we’ve been working on, the bug fixing and polishing has really stretched the working day. I’ll let you know more about the service when the release date is upon us.

I spent much of the weekend walking and shopping at the Eaton Centre and on Bloor Street. In the end, I came away somewhat empty handed (only a book), but I wasn’t ready to spend $400 on a Swiss Army cardigan at Harry Rosen… I was initially looking for a Fred Perry one, but they were nowhere to be found.

Despite not having purchased much of anything, all that perusing left me in quite the festive mood. I broke out the Christmas music from the storage archives and loaded up my Zune with some holiday tunes. In particular, I’ve been listening to Michael Buble’s album ‘Let It Snow‘. It simply doesn’t get much better than some Christmas vocal jazz.

I’ve also been working with Rogers to sort out some issues with my iPhone. I was told that I had to try the phone on 2G for a few days (despite being an iPhone 3G the last time I checked) before anything else would be considered. After doing just that, I called back earlier today only to find that I’ll need to work with Rogers’ network group to troubleshoot the phone/their network. I’m glad I’m paying them so that I can be their ad hoc QA team… I’m pretty fed up with the iPhone at this point (two physically defective devices, then this craptacular replacement that can’t hold a signal worth a damn), so I’ll be pushing for a different device, possibly the BlackBerry Bold. I noted earlier that the Bold isn’t the optimal device for my purposes, but at this point, I just want something that works.

For the remainder of the week, I’m hoping to cut back from the 12 hour+ days I’ve been pulling, for my own sake. I don’t feel particularly tired while at work, but I really feel it on my walks home and now, for example. I hope you can understand the lack of posting here over the last couple weeks.

Dell XPS M1330 – A Year In

Product reviews are always a double edged sword. They are mostly written after a short amount of time (relative to the useful life) with the product, in order to inform interested early adopters. On the other hand, the short time also means there are things that can’t be thoroughly tested, like reliability. After over a year with the Dell XPS M1330, loving the laptop, blundering through a GPU failure, and having people tell me that my review should be updated with the developments of the NVIDIA GPU defect, it’s time to provide the entire ownership experience.

The M1330 was one of the most talked about Dell laptops pre-launch and even today, it remains quite popular. However, many discussions of the M1330 of late labour over the NVIDIA GPU die-packaging defect and its effect on the M1330. While Dell and NVIDIA are adamant that the defect is contained and relatively rare, my experience has indicated otherwise. Two friends own M1330’s with the 8400M GS and two friends own M1530’s with the 8600M GT. Over the past year, those two M1330’s, along with mine, have all had their mainboards replaced due to dead GPUs. The two M1530’s haven’t run into any problems thus far. I certainly don’t mean to imply that there is a 100% defect rate for 8400M GS equipped M1330’s. It simply points to some bad luck and coincidence, but also indicates a wider-ranging problem than Dell is letting on with the laptop. Statistics demands it.

When Dell first acknowledged the GPU defect via the Direct2Dell blog, it was towards the end of my summer university semester. Hoping to avoid any problems associated with the GPU, I preemptively called Dell support to see if I could purchase a warranty extension. After my explanation of the NVIDIA defect, and hoping I could get a cheap extension as a result, perhaps around $100 for a year, I was quoted $300 for a single year or a ‘promotional’ price of slightly over $550 for two years of standard coverage. Unable to control my laughter, I asked how much an out-of-warranty repair was: $250. I decided to take my chances.

My next step was to attempt a replacement of the possibly defective GPU with a defect-free one. Citing standard warranty procedures, technical support informed me that the GPU would only be replaced if it could be diagnosed as defective within the warranty period. No amount of explanation (or Direct2Dell references) was able to change their mind.

Now, fast forward to the middle of final exams, and literally two days after my warranty had expired. Poof. My M1330 boots to a screen filled with colorful vertical lines. Dell technical support forwarded me onto out of warranty repairs, despite pleas to make an exception, both due to the defect as well as being so close to the warranty window. But seeing as I was up the creek without a paddle, I decided to tough it out. I was in the middle of exams and I wouldn’t have the repair completed before they ended in any case. In the meantime, I found myself in a seriously awkward position. Being a computer engineering student, well, my computer was a priceless tool for my studies. I was fortunate enough that a friend had a laptop he could loan me, allowing me to continue studying. Clearly frustrated with Dell, I posted a stinging but professional comment at Direct2Dell, stating my displeasure.

As a result of the comment, I was contacted by a community liaison, who informed me that he would set me up with someone who could help me with my issue, despite being out of warranty. I was pleased by the turn of events and thanked him profusely.

That is, until a week passed and I had heard nothing back from anyone at Dell.

Shortly afterward, Direct2Dell posted some information about a 1 year warranty extension for systems affected by the NVIDIA defect. I was absolutely relieved that I hadn’t purchased the exorbitantly priced warranty extension and would soon have my laptop repaired through normal channels.

With warranty extension information in hand, I called technical support, and despite pointing out the Direct2Dell post, I was again denied warranty service. Technical support knew nothing about the warranty extension and would not repair the laptop under warranty. Some more emails to the community liaison turned up the fact that he’d been on vacation and hadn’t realized that nobody had contacted me yet. He assured me he’d ‘track down’ who was responsible. Then more silence.

I was seriously stuck between a rock and a hard place. It was nearly three weeks without a working laptop and I still had no indication that anyone was even willing to help, despite two potential solutions. It was at this point that I did something I promised myself I wouldn’t.

Since purchasing my M1330, I had been in contact with a product manager at Dell, who took interest in some things I’d written about the laptop. We built up a friendly relationship over the past year, which I valued. It was based on mutual respect and I didn’t want to jeopardize it by using him as a backdoor resource. Yet, given the situation, I saw little alternative. I contacted him in his official capacity as a Dell employee, voicing my displeasure.

Not expecting any less from a person of his character, I received a timely response. He had personally contacted some resources to see what was happening. Not long afterward, both the community liaison and an executive support representative contacted me regarding repairs.

There was still one more obstacle. Even several weeks after the acknowledgment of the GPU defect, it still wasn’t clear if the defective NVIDIA chips had worked their way out of Dell’s supply chain. Questions to that effect to Lionel Menchaca of Direct2Dell fame were either curiously sidestepped or simply brushed aside, with an explanation that the warranty extension would cover any issues with the GPU. The non-denial certainly sounded like the replacements would still be with possibly defective parts.

I attempted to ascertain from the support representative whether the replacement parts were defect free. All I got in response was some nonsensical explanation that GPU errata were common and that this one had been fixed. As a note, an erratum is a logic error within a computational device, something that is indeed fairly common, but causes only computational errors (which can lead to system instability and corruption). The weak die and substrate packaging material was a hardware defect that could cause physical, hardware failure, not an erratum. I was disappointed that even an executive support representative was either misinformed or thought they could slip one by the customer. Not having much choice regardless (I couldn’t even downgrade to the integrated Intel video if I wanted to), I went ahead with the repair.

Really the only bright spot of the experience was the surprisingly quick turnaround time for the return to depot repair service, which took less than a week, round trip, with both to and from shipping paid for by Dell. I’m now using the still functioning system to write this update. It’s held up okay so far and I’m crossing my fingers for the next year or so that I’ll use this laptop.

When everything is said and done, the main point here is that Dell is treating the situation as if everything were business as usual. Unfortunately with the defect, that’s simply not the case. I’d like to hear a confirmation that parts being used in new systems are defect-free. Otherwise, even with the warranty extension, the 8400M GS could still be a ticking time bomb in the M1330. I also would have liked to avoid the 4+ weeks without a laptop. I asked for a reasonably priced warranty extension due to the defect and was rejected. I asked for an in-warranty replacement of the stated defective GPU and was denied on the basis that it hadn’t yet showed symptoms. This would be acceptable under normal circumstances, but not when there’s an acknowledged manufacturing defect. Those 4 weeks without a working M1330 worked out to 8% of the ownership time of the laptop at that point. If a new car had to spend 8% of its first year with a mechanic, I’d be livid.

I’d like to see better communication between the different branches of Dell. While communications can be difficult in a large company, the disconnect between Direct2Dell, which is supposed to be an official voice of Dell, and technical support was simply unacceptable.

Finally, it’s time for Dell to stop hiding behind the problem. While there were numerous frantic bouts of finger pointing in NVIDIA’s general direction, the customer purchased the finished product from Dell. Dell needs to be responsible for the ups and downs of the product life cycle. I don’t go knocking on Synaptic’s door if the touch wheel on my iPod dies. I go to an Apple store. It’s the same thing here. One of the advantages of ordering a pre-built computer is that there’s a central point of contact for any problems. I expect that support system to be there when issues occur. Of course, it’s important to note that Dell isn’t the only manufacturer affected. HP and Apple have both acknowledged the issue as well.

The Dell XPS M1330 is a great laptop, unfortunately affected by the NVIDIA GPU defect. While I’d like to believe that the defective GPUs have worked their way out of inventory, there’s been no official confirmation either way. With the warranty extension well established at this point, you can be pretty certain that any issues will be resolved; however it doesn’t eliminate the fact that you could still run into hardware issues in the first place.

Dell XPS M1330 – The Cursed Laptop

To put it mildly, my Dell XPS M1330 experience hasn’t been the smoothest. Starting with a ridiculous 6 week wait for the laptop to receiving one that wobbled with an uneven base, the M1330 certainly had a troubled birth. Then a couple months later, the original 6 cell battery already had a large amount of wear after very little use. While certainly a nice laptop, I don’t know if it was worth the trouble. And now, as I type away with a dead M1330 beside me, I’m definitely regretting my purchase.

Ever since posting a comment regarding my 2-days-out-of-warranty dead M1330 on August 12th, I’ve been in sporadic contact with a Dell community liaison representative, who promised to get me in touch with someone who could resolve the issue. Seeing as the 1 year warranty extension on my laptop wasn’t unofficially announced at Direct2Dell until August 18th, I didn’t have much choice but to go along at that point.

However, after hearing nothing back after almost a week, I decided to inquire with the representative about getting in contact with a support team that could help. Asking whether I should go through normal channels or wait for someone specific to contact, I was informed to wait to see who was assigned to the case.

Fast forward another week and at this point I decided that I had put my laptop’s fate in another person’s hands for long enough and called Dell technical support myself. Unfortunately, that did also not solve the problem at all. The XPS technician I spoke to knew nothing about a warranty extension and referred me to out-of-warranty service. Fair enough, so when I mentioned that Dell had indeed extended the warranty on my machine, I was transferred to Customer Care to confirm. Upon getting a representative on the line there, I was told that I could only purchase a warranty extension if I was still covered under warranty, despite me making it very clear that I was after a specific warranty extension offered by Dell for the GPU issue. Seeking some information about the Dell warranty extension for my model, I was transferred again… To technical support. I hung up at this point.

Now I understand that this is NVIDIA’s part that failed, but I bought it as part of a complete package and support must go through Dell. NVIDIA may be to blame for the hardware issue, but I’m placing the terrible service and general lack of knowledge of the situation squarely on Dell. Not only have I been without my laptop for the past 2 weeks, no one, and I really mean no one has been able to help me, despite indications on Direct2Dell otherwise.

The GPU problem along with the terrible service makes me regret recommending and helping two friends purchase Dell XPS laptops over the past 6 months. I would feel partly responsible to those people if something were to go wrong with those systems.

Dell Acknowledges NVIDIA GPU Defect with ‘Fix’

Having a laptop (Dell XPS M1330) equipped with an NVIDIA GeForce 8400M GS, I was understandably curious about the reports of widespread defects in the die packaging of the G84 and G86 discrete video chips. That means all 8400M, 8600M and 8700M video cards are included in this issue. NVIDIA reported they would be taking a $150 to $200 million charge related to the repair and compensation to hardware manufacturers for the defects. It was that number along with some more recent reports that really put the extent of the problem into perspective.

A couple days ago, Dell officially acknowledged the problem with a post to the Direct2Dell blog. Along with the acknowledgment were ‘fixes’ for the problem for various affected laptops, in the form of BIOS updates. Now I say ‘fixes’ in quotes because these aren’t fixes. The defect centers around weakness in the die packaging. Packaging material is failing at a higher than expected rate due to both temperature variations and high temperatures. For laptops, poor thermal conditions and temperature fluctuations are a sure thing and Dell’s solution is to run the fan longer and harder, in an attempt to maintain a more constant, lower temperature. However, this has the side effect of degrading battery life and increasing noise. These are hardly things we, as customers, should have to bear due to a known manufacturing defect. Why should we be the ones to pay for their faults? The BIOS updates are mere bandages designed to control the amount of problems encountered.

We’re not talking about early adopter issues like with the Phenom’s TLB bug. These NVIDIA mobile chips have been selling for more than a year and it has only recently become apparent that the problem is quite extensive. Whether NVIDIA and/or the manufacturers were aware of the problem earlier is a whole other can of worms I’m not quite ready to open yet.

Dell says they’re going to work with each issue on a case by case basis. From my point of view, that means if you’re out of warranty, you’re screwed unless you complain a lot. But I don’t want to have to jump through hoops to get service on an acknowledged issue. After learning of the problem, I preemptively called into Dell, with the goal of extending my warranty. My standard 1 year warranty is up in a couple weeks’ time and to save myself the hassle of a possible issue down the road, I wanted to cover my bases. However, after being quoted $300 for a single year’s extension or the ‘promotional price‘ of $550 for 2 years, I decided to take the chance and go warranty-less from here on out. If I have to fight tooth and nail for the issue I hope I never have, you can be certain I’ll do so.

I applaud Dell for acknowledging the issue that NVIDIA’s been somewhat cryptic about, but at the same time, I cannot condone the ‘solution’ that’s beeing offered to customers. Running the fans more is not a solution to a hardware problem. How about offering warranty service for customers who run into the problem down the road, even if it’s outside of the standard warranty period? It seems to me the level of defects are outside of normal levels and that would be a fair tradeoff. Read: Xbox 360.

Lionel over at Direct2Dell has made it clear that there will be more updates as they become available; I’m certainly interested in seeing what more Dell is willing to do to address the issue.

Some Resolution to Rogers’ Online Billing?

I was on the phone with Rogers a few days ago, attempting to pay my bill, as the online bill payment system was once again not working. After wrapping up the payment, I decided to inquire about the issue with my online payment page. I didn’t have much hope – the problem seems to affect a large number of people and it didn’t look like it was being fixed. I figured the most I could accomplish was to add yet another tick mark on a ‘system not working’ list at Rogers.

So it was with these low expectations that I was transferred to the Rogers.com department. I explained to the customer service agent that I hadn’t been able to pay my bills online for months. She asked me to stay on the line for a minute while she attempted to find the cause of the problem. After a few minutes, the girl told me that I had an old account on their system. It was this account that was causing issues with the bill payment system. I had used Rogers for cable internet during my co-op semester at Bell Mobility in Mississauga. Although I have since deactivated the service, the account was never removed from Rogers’ system.

I’m now happy to report that the online bill payment system (cross my fingers) is working just fine. For those of you frustrated with the same issue I had, see if you have any old, deactivated accounts. They may be the cause of all your bill payment headaches.

Logitech Customer Service Experience #2

I recently ran into some hardware problems with my almost one-year old Logitech VX Revolution mouse. It has accompanied my laptop almost everywhere it goes and even gets used at work, where everyone’s usually stuck with the regular 2-button optical mouse. A more functional (not to mention more comfortable) mouse like the VX Revolution makes my a bit more productive.

But back to the issue – the left click stopped working properly. One out of every 3-4 clicks was either not being registered or would act as a double click. Not registering a click isn’t nearly as bad as a double click – ever tried dragging a shortcut to the recycling bin only to have it launch the application instead? Very annoying to say the least. The problem made the mouse essentially unusable.

In the original review, I mentioned that there seemed to be some interference issues with the mouse, but it happened only on occasion. The problem now was much, much more apparent and frequent.

I got in contact with Logitech Customer Support by email this past Thursday, hoping my previous positive interaction with them wasn’t just a fluke. Oh, if anything, this was even better.

Thursday morning, I sent in a message with the symptoms. An hour later, I received a response stating a replacement would be issued if my mouse was still under warranty. That evening, I sent my shipping information along with my invoice. Not 10 minutes later, I receive a response stating a replacement unit had been set up and would be shipped to me.

The real kicker is, I am to dispose of the mouse as I see fit. Instead of making me pay $15 shipping to get it back to them and waiting for the replacement, the replacement is shipped immediately and I save my money. Of course, this relies on the honesty of the user. I don’t know if this happens all the time, so don’t start a warranty service request for a perfectly working mouse, hoping for a free replacement. If it comes time for the replacement arrangement and they request the unit be returned, don’t blame me. I can only vouch for my situation. If anything, that sort of dishonesty will only cost others the convenience of the current replacement arrangement.

Extremely quick responses and an amazing replacement policy will have me buying Logitech gadgets and recommending them for a long time, given that the products stay at their level of innovation and usefulness. Customer service can maintain customer satisfaction and build loyalty. Logitech’s has done exactly that. I’d like to say thanks to the rep I worked with, Kunal, from Logitech’s North America customer support group. A job well done. 🙂

Logitech Customer Service is Top Notch

It seems like I’ve been on a recent writing binge of customer service experiences so I’d like to continue on that vein with one about Logitech, the computer peripheral company.

My Logitech MX900 Bluetooth mouse bit the dust a few days ago. After functioning well for the past couple years, it was suddenly no longer detected by Windows. On the Bluetooth charging station, the blue light that should normally light up to indicate a Bluetooth connection no longer did. The mouse was undetected, even after switching it to another computer.

I contacted Logitech support through their online support form. Although I entered through the Canadian portal, I was somehow redirected to the support team for Australia and New Zealand. The support representative told me, as is customary in the Pacific region, to take the defective mouse back to the point of purchase. Knowing that the point of purchase only typically covers warranty for the first 30 days in Canada, I inquired as to why I was put into contact with the Pacific region support group.

I received a prompt apology and without so much as a hesitation, my support case was continued by the same gentleman who told me he would personally liaise with the North American team for me. Now that’s seamless support! Every single one of my updates to the support case were answered within 24 hours. He requested that I provide the usual: model numbers, serial numbers, my address, as well as a proof of purchase (the receipt). I am the original purchaser of the mouse, but I definitely didn’t keep that Future Shop receipt from a couple years ago. I politely informed him that I no longer had the receipt but was well within the warranty period, if that was the intended reason for the proof of purchase. The MX900 has a 5 year warranty and was only launched in late 2003 so all mice should still be within the warranty period. Additionally, Logitech’s warranty requirements did not explicitly state that a proof of purchase was required (as far as I could find anyways).

I was told that the receipt is actually a requirement, but also that he understood my situation and would make an exception. On top of that break, I’ll be getting an MX Revolution as the replacement! I’ve already got its little sibling, the VX Revolution and it’s a damned nice mouse. I’m quite honestly very amazed at the service. Most companies would probably tell you to mess off, that it’s policy or what have you, but this exception makes me feel like I’m important. That’s what service is all about.

All I know about my rep is that his name’s Daniel S. and he’s part of the Australia/New Zealand support team. If you, by the wildest of chances read this, kudos to you, and thanks for all your help. You’ve got a satisfied customer here. 🙂

Dell XPS M1330 Fiasco

Delays? Check.
Canceled orders? Check.
Lack of communication? Double check.

Unlike wine, the problems with the Dell XPS M1330 order process only seems to get worse with time. Forgetting the completely inaccurate estimated delivery times set out by the customer sales representatives at the time of purchase and delays in certain parts of the world that have pushed back ship dates by a month, numerous people are now finding their orders canceled. The lucky ones have been notified and their orders re-placed – others have had no notification and their orders were not reinstated. This is not how Dell should be treating their paying customers.

I’ve been in contact with a Senior Manager at Dell corporate (Round Rock) who I’ve been feeding information and thoughts from various online communities. One of my major suggestions to him was to get someone in a knowledgeable position at Dell to visit these communities and post responses to popular questions and concerns regarding the new line of Dell laptops. Issues range from the delays and misinformation about the Dell XPS M1330 ship dates to improperly advertised NVIDIA 8600M GT video cards to poor quality control of the new Inspiron laptop line (grainy LCDs and noise from the headphone jack). Nothing on that front has materialized and the discussion on Dell has turned overwhelmingly negative in recent weeks. Product and service are tied together and despite a relatively good product launch, service since then has been abysmal.

Dell’s corporate blog, Direct2Dell has also been silent on the XPS M1330 issue since the last update a week ago (Edit: They’re now updated the blog, more at the end of this post), which crushed expectations. Although updates were promised, nothing new has been written since July 13th. Now, I don’t know how Dell’s internal communication system works, but one week should be more than enough time to find out some information about the status of a flagship product. If it’s not, then there are some serious issues at Dell, far more severe than the delay of one product. I honestly hope that this is not the case.

So why the silence, Dell? Is Dell harboring the mentality that nothing should be said until there’s something good to say? At this point, I think I’d rather the truth, thank you very much. If there are serious issues, I’d like to know about them and adjust my purchasing plan accordingly, instead of hanging in limbo. Dell has already lost many orders – even within the Notebook Review community, several people have canceled their orders. Others are planning to do so if they do not hear any additional updates, and soon.

I’m not even certain about the status of my order. A few days ago, my heart skipped a beat when my account page at Dell told me I have no recent orders. I suspected that this was the result of my order being canceled. However, my order status page still shows the laptop as being in production. It’s been ‘In Production’ for the past 8 days. I think it’s about time I called up Dell and gave them a piece of my mind.

Update: Well, Direct2Dell finally got an update on the M1330 a little after I wrote this. Gist of it is, systems are starting to ship – Dell ran into some production issues with the laptop – but the lead times are still in place due to low availability of certain parts, like the LED display, which is popular.