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New System Order

Post Date: 2010-06-15
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Mortimer View Drop Down
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Posts: 33 		  Quote Mortimer Quote  Post ReplyReply bullet Topic: New System Order
    Posted: 15 Jun 2010 at 3:00pm
Hi all.  Anyway, enough formalities.  I ordered a new system nearly two weeks ago, and am patiently awaiting its arrival.  However, being the case that I've never ordered from DSO before, I thought I might ask a question or two and maybe get a kind response.  So, within two business days of my order being processed, it was already at stage 5, which I was hapy to have seen.  Yet, as of today, being nearly two weeks after the fact, it is still in stage 5 of the process.  So, not trying to sound like I'm impatient here, but I just wanted to know the average time it takes for systems to be completed and shipped out, especially since I'm not getting it shipped outside of the state.  I've read on the forums here that people have received there's anywhere from a week after it's processed all the way up to over a month.  Thanks in advance for any information.
 
P.S I did also pay for expedited shipping, but not priority construction.
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Posts: 4219 		  Quote !ender_ Quote  Post ReplyReply bullet Posted: 15 Jun 2010 at 3:05pm

which stage is 5?

that kind of lapse is like due to one piece not being in stock, i cant imagine it being many other things
 
you can always call or email dso and ask for specifics, but everyones build time will heavily vary
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Posts: 33 		  Quote Mortimer Quote  Post ReplyReply bullet Posted: 15 Jun 2010 at 3:11pm
Stage 5 is the "Phase 2 Stress Testing" step. And yea, my first presumption was that there was not a part in stock, as well.  I have emailed DSO, unfortunately to not much avail, as the emails I received have been one or two-liners at best just restating what I have said in the first place, ie: I emailed them a few days ago asking about my order since it hasn't been updated in nearly two weeks. I asked whether or not there was a problem during testing (as could have been the issue) or whether or not there was a part not in stock causing a delay. The only response I received was that my computer was still in stage 5, and that I'd get an email notifying me when it reached stage 6.
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Posts: 4219 		  Quote !ender_ Quote  Post ReplyReply bullet Posted: 15 Jun 2010 at 3:58pm
ouch.
well i have to say im not impressed with the service the way you described it.
but i do have to add, you said nearly 2 weeks and technically the site says 5-15 days i think (at least thats how i remember it when i ordered many moons ago)
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Posts: 2247 		  Quote Dragoonseal Quote  Post ReplyReply bullet Posted: 15 Jun 2010 at 4:10pm
Originally posted by Mortimer

I emailed them a few days ago asking about my order since it hasn't been updated in nearly two weeks. I asked whether or not there was a problem during testing (as could have been the issue) or whether or not there was a part not in stock causing a delay. The only response I received was that my computer was still in stage 5, and that I'd get an email notifying me when it reached stage 6.

Really? That's annoyingly brief. That sounds like someone either gave you a lazy response or they were trying to tell you that all parts were indeed in stock but the stage 5 testing was taking longer than usual, but they didn't word it well.

Did you order the HAF-X case? If so I believe shipment of those was delayed, which would be holding your order up right now. If you didn't order that case then it may potentially still be a different part they had to wait to receive. Failing that then there may have been stability issues during the stage 5 testing and it needed to have overclocks redone and/or a defective part replaced and tested again.

Alternately, sometimes the do just get overwhelmingly busy at times.
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Mortimer View Drop Down
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Posts: 33 		  Quote Mortimer Quote  Post ReplyReply bullet Posted: 15 Jun 2010 at 4:39pm

No, I did not order the HAF-X case, just a 932.  I did get a phonecall from DSO yesterday as well, that said nearly the same thing as the email, "Your computer is in stage 5 of the process, blah blah, please sumit an email if you need assistance, etc"  Not what I was hoping to hear, but nonetheless, from what I've heard on this site the customer service generally isn't like this, but for whatever reason, I just don't seem to be getting through to the correct person I guess. Nonetheless, I remain patient and understanding.
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Posts: 33 		  Quote Mortimer Quote  Post ReplyReply bullet Posted: 15 Jun 2010 at 4:41pm

Oops, EDIT: and to ender, the site said it had an estimated ship date prior to June 10th, not a build date. So, for whatever reason....
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Sarah View Drop Down
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Posts: 879 		  Quote Sarah Quote  Post ReplyReply bullet Posted: 15 Jun 2010 at 5:14pm
Stage 5 is our longest stage in terms of the process. I would say, if your still within the 10-15 business days give or take a day or two since its an estimation, that you have nothing to worry about and it should be on schedule.
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Mortimer View Drop Down
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Posts: 33 		  Quote Mortimer Quote  Post ReplyReply bullet Posted: 15 Jun 2010 at 5:16pm
Well it's about time I get a decent response from you DSO guys :). Thank you, Sarah.  It's just within the 15 day mark, so I'll give it a little longer. *fingers crossed*
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Posts: 33 		  Quote Mortimer Quote  Post ReplyReply bullet Posted: 15 Jun 2010 at 5:24pm
I am in no way trying to bash the DS customer service with this thread btw, it's just my first time ordering from you guys, and I didn't know what to expect.  Sometimes things can get frustrating or hectic when $3000 is at hand. :P
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Posts: 4219 		  Quote !ender_ Quote  Post ReplyReply bullet Posted: 15 Jun 2010 at 5:36pm
i agree with you mortimer, its not rude to ask questions in a market where this much money moves around
and
based on the way your described those emails, i would still say im not impressed.
 
and i can say this becusae i have worked with ds a lot with several different people and i know they are capable of better than a 1 liner like you described
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Posts: 2312 		  Quote ablahblah Quote  Post ReplyReply bullet Posted: 15 Jun 2010 at 8:32pm
Stage 5 stress testing is grueling because the comp basically gets pushed to the limits, shoved in an oven to bake, Prime95'd to death, etc. etc.

From what I've read, if the system fails even ONCE, they'll rip it apart, rebuild, and retest, until it's "rock-solid" enough to pass the tests. Then it gets shipped.
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Alex View Drop Down
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Posts: 16314 		  Quote Alex Quote  Post ReplyReply bullet Posted: 15 Jun 2010 at 11:25pm
I do want to add that, I'm sorry for the short messages that were received. I'll look into this further myself, however, our phone staff doesn't really have 100% concrete answers to the status of an order unless it's really behind schedule.

If your order is still within 15 business days, the best thing to do is wait because there are many factors that can come into play. If one individual goes to checkup on your order, they may not be 100% sure why it's taking so long. Then you run into the risk of getting mixed stories. Other times, the stage update emails may be lagging behind and your system is moving through properly.

In addition, our production manager reviews all systems that are behind schedule to ensure we dedicate our efforts on them first.

No need to worry, we're definitely doing our best to ensure we properly test your system before it leaves our facility.

If you have any other questions of concerns, please feel free to contact [email protected]

Cheers!
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Posts: 16314 		  Quote Alex Quote  Post ReplyReply bullet Posted: 15 Jun 2010 at 11:27pm
Also, I just checked on the status, and it's been about five business days since the machine went into testing and as of today's latest update by our testing tech, it's currently running its courses through our stability tests.
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Mortimer View Drop Down
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Posts: 33 		  Quote Mortimer Quote  Post ReplyReply bullet Posted: 15 Jun 2010 at 11:49pm
Sounds great. Thanks for the update and the thorough explanation, Alex.
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Alex View Drop Down
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Posts: 16314 		  Quote Alex Quote  Post ReplyReply bullet Posted: 15 Jun 2010 at 11:56pm
You're welcome bud!
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Posts: 247 		  Quote SemperFuzz Quote  Post ReplyReply bullet Posted: 16 Jun 2010 at 4:41am
So for us that will order can we expect about 30 days from time we order until we receive our rigs?  is that about average Alex?  Thank you
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Posts: 7331 		  Quote Cretae Quote  Post ReplyReply bullet Posted: 18 Jun 2010 at 9:48pm
It's both arbitrary and capricious. I apparently hit a lull in the order volume, 'cause my whole process at DS took 5 days. Then it took 6 to find it's way to my door.
I bet they have a heavy volume right now because of graduation gifts and good grade rewards.
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