Dell complaints

[51mercury]

Here is the email I sent to Michael Dell. Too bad I'll never hear from him....

Mr. XXXXX,

Sorry for my delayed response to your inquiry about the cancelled order.
I have been away from work due to the holiday. If you are still going
to reorder, I would advise that you call in to our Small Business Sales
division at 1-800-456-3355 and press option 2 for sales. They can
reorder and make sure the Dell Financial loan account goes through.

If you do reorder, then send me the new order number and I will watch
the status and notify you once the order goes. I will also upgrade the
shipping method (if needed).

Regards,


Chip Stiff
Case Manager
Dell ABU Customer Care
CONFIDENTIALITY NOTICE: This e-mail message, including any attachments,
is for the sole use of the intended recipient's) and may contain
confidential or proprietary information. Any unauthorized review, use,
disclosure or distribution is prohibited. If you are not the intended
recipient, immediately contact the sender by reply e-mail and destroy
all copies of the original message.





----- End forwarded message -----

Mr Dell:

I am forwarding this message to you to let you know how a simple order for one
notebook pc for my organization has snowballed into a tremendous customer
service nightmare.
The above message was sent to me after the original order that I placed on
behalf of my organization was cancelled. I was informed that DFS could not
offer financing to my company, but they would not tell me why, even though I
was APPROVED on your website. It was my understanding that what Mr Stiff was
conveying to me was that DFS or Dell had made an error and he was using his
discretion as someone in a managerial position to try to smooth things over
between distributor and end-user. But obviously that was not the case.
I can not only assume that your customer care department will say what the
customer wants to hear only to get them off the phone or to stop emails from
arriving. Then, when it is time to go to bat for the customer, any promises
that were made instantly vanish.
Now, I know that there were some problems getting my organization financed
through DFS. That's all well and good. However, what is NOT all well and good
is to make a customer jump through hoops when, as your sales rep Ryan phrased
it so elegantly, "Anyone who looked at these numbers would have known that
there was no possible way to finance your company."
I chose Dell from the beginning to provide my organization with a notebook pc
based on not just what I have heard from others or experienced with a Dell
product, but also from what Dell has to say about itself in print ads, web ads,
and TV ads. Then, when an unfortunate mishap caused a customer service issue and
I was told that everything would work out as originally planned, I did not turn
away and go elsewhere. No, I chose Dell again, resting assured that your
acclaimed customer service department would take care of me. But once again,
that proved to be false.
So, here we are. One angry would be loyal customer and one conglomerate that
will probably do nothing but continue to grow, even if it means stepping on the
little guy. I am almost positive that Dell will do absolutely nothing to resolve
this matter. I am just about as equally convinced that you, Michael Dell, will
never end up reading this email. But there is one thing that I am 100%
convinced of, and that's the fact that I will make sure that anyone that I meet
that displays any interest in purchasing a Dell product will hear exactly what
happened to me and my small organization that 'anyone who looked at these
numbers would have known that there was no possible way to finance your
company.'
Well, thank you for your time, Mr Dell. If you find the chance, feel free to
email me back.

Sincerely,