11/15
11am
Reference number 51159736 for exchange system, rebuild system.
Case number 84854444
Ext. 72217 Vicaj? (Supervisor)
11/16
Dell 512-338-4400 transferred to customer care queue
9:38am system down (in India?)
11/16
Dell 800-456-3355
9:44am Ruben (operator) transferring to appropriate dept.
Rep: Swetha @ extension for case manager: 72217
Case number 84941645
Reference: see above
11/18
Left message at ext. 72217 for status, called back while on the phone with Joshua below.
11/18
800-999-3355
Joshua (speaks English) outsourced by Dell in NE USA
Ordered a 160GB Hard Drive from Western Digital A0100037 as a concession
866-273-9823 case manager ext. 7187 Kristy
11/22
Called ext. 72217 (vicaj?) at 11:10am still no order status on system being rebuilt. Best guess is they are waiting for another Dimension XPS to be received back in with the same configuration and they will send it out once it's been received back and inspected. Will email exchange order number once it has been assigned.
11/22
11:27am Called corporate in Austin, TX -
Fax Kevin Rollins, President/CEO of Dell Computer Corporation 512-283-6161
Letter To Dell:
November 22
Mr. Kevin Rollins, CEO/President
Dell Computer Corporation
Austin, TX
Fax: 512-283-6161
Dear Mr. Rollins:
My name is Robert Woehrer. My business partner Will and I operate a computer consulting company in Athens, GA. First and foremost, we offer computer software training on Microsoft products such as: Microsoft Excel, Microsoft Access, Microsoft Project (including Project Server) and Microsoft Windows Server solutions to name a few. Will travels all over the country 250 days per year teaching these various software programs and frequently recommends Dell products and services to his students (the Complete Care coverage on laptops is the best I've ever seen!) - he travels with a Dell Lattitude D600 and a Dell 3300MP LCD Projector. Our company also offers PC repair, PC/Network planning and installation, purchase advice and PC/Network maintenance services - again, we recommend Dell products and services to our clients. Currently, all of the equipment in our corporate office is from Dell - you name it, our Ultrasharp 20 LCD's, 2 Dell 15GB DJ's, 4 notebooks (2 Inspiron and 2 Lattitude D600's), PowerEdge 600SC Server, Dell 3300MP LCD Projector, all the way down to our PowerConnect 2616 Gigabit switch. Overall, we have been extremely pleased with the level of service and value we have received from Dell over the years. That is, until now.
Here's the situation: From time to time we receive a large number of requests for new and upcoming products and services. While we cannot possibly investigate every new gadget and product in the overwhelming sea of choices, we decided to purchase and evaluate a Media Center PC from Dell due to the great interest in Microsoft Windows XP Media Center Edition 2005. Our goal was to have this system setup by late November in our office to provide a hands on experience for our clients. As you know, this is the time of year people are finalizing their Holiday purchases and we had hoped to build even more interest in Media Center PC's from Dell.
Much to my surprise, when I contacted my Small Business Sales Representative Steve Elkins (ext. 58033), he explained that Media Center Edition was only offered through the Home/Home Office Division and that he had no way to sell (or even obtain the part numbers to build) a Media Center PC through the Small Business Division. Furthermore, he explained I cannot use my Dell Account line of credit (offered through the Small Business Division from Citibank) to purchase anything offered through the Home/Home Office Division. I was told the only option I had left would be to purchase a refurbished system with Media Center Edition pre-installed through the Dell Outlet.
This is where the problems began...
I went to the Dell Outlet on Wednesday, October 27th (actually very late on the 26th) to see what was available. I found a system that met our requirements and placed an order (I received Order number 959065328 on October 28th). On Monday, November 1st, the order had not shipped, so I called customer care to see what was going on. The representative stated it looked like the system I ordered wasn't available and that one was likely being built (per what his supervisor told him).
Finally, on Thursday, November 4th, I emailed customer care to obtain an updated order status and on Friday, November 5th I received an email back stating my order had been cancelled because Dell was unable to fulfill the order. The email offered coupon codes for 10% off and free shipping. (See attached email)
On Saturday, November 6th, I went back to the Dell Outlet and found a Dimension XPS system with Windows XP Media Center Edition and placed an order for it (order number 968910613 - see attached email). On Tuesday, November 9th, I received a shipment notification email from Dell. I also verified the order had in fact been charged to my Dell Account (offered through Citibank). I checked the order status several times later that week, only to find the system could not be tracked.
Finally, on Monday November 15th, I contacted customer service to see what the delay was. I was informed the (2nd) system was lost in transit (it was never even received by UPS) and that Dell would have to build a new system to replace the lost system. I was given reference number 51159736 and case number 84854444. I was told by the rep. That I would be receiving my order number via email within one business day.
I called back on Tuesday, November 16th, and spoke to a different rep who said the order was still pending for up to 72 hours.
I called back again on Thursday, November 18th to ext. 72217 and left a message for the supervisor (Vicaj?) in customer service. After leaving a message I called again and spoke to a rep.in a call center here in the US (outsourced by Dell) and spoke to a rep. Named Joshua. He offered me an item up to $100 as a concession for the troubles I was having - I chose a 160GB Western Digital Hard Drive - which sells for $93.78 through the Small Business Division. While I was speaking to Joshua, Vicaj at ext. 72217 called back and said it would be Monday, November 22nd before he would know anything on the replacement system.
I called Vicaj at ext. 72217 at 11:10am this morning to check on the status of the computer being built. Vicaj stated he still did not have an exchange order number and at this point he did not know when I would be receiving the system. He indicated it might have to wait until a Dimension XPS with a similar configuration is returned to Dell and would then have to be inspected before it could be shipped to me. He assured me he would be emailing me the exchange order number as soon as it is available.
The bottom line: I have been trying to obtain a Media Center PC from Dell for nearly a month now. These delays are unacceptable.
While I understand the Home/Home Office Division and the Small Business Division have products which are tailored to their respective clientele, there must be a way for someone at Dell to meet the needs of my small business.
Beyond the numerous problems (the first system listed on the Dell Outlet not being available, losing the second system I attempted to order and then delay (s) in fulfilling this third order), my understanding is that Dell does not charge for orders until they ship. At this point, my most recent statement on my Dell Account (from Citibank) dated November 16, has been invoiced for $1486.85 on November 8th for a system I do not even have in my possession. I expect my Dell Account to be refunded $1486.85 TODAY. (See attached account statement)
Honestly, I have lost faith in Dell's ability to correct this situation. A 160GB hard drive as a concession doesn't even come close to resolving these problems. I am sending this fax as a last-ditch effort in the hopes of receiving some sort of satisfaction. I can only begin imagine what my clients will think when they hear about these problems. I may be dreaming here, however, what I'd like to see is a Dell Dimension XPS with Windows XP Media Center Edition configured to the specifications like the system I've been waiting on and I'd like to see it here tomorrow or Wednesday at the latest. As long as I'm dreaming, why not provide this system free of charge? I realize we are not a Dell reseller (I checked into the possibility some time ago and we don't have the volume to support a reseller agreement), however, our intent is to utilize this system to increase sales for both Dell Computer Corporation as well as fostering our own consulting and installation services.
Thank you in advance for taking the time to read this fax. Please let me know if you need further information to resolve these issues.
Regards,
Robert President
Mobile PC Magic, Inc.
Will
Athens, Georgia
U.S.A.
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