|
Link: see also Crackpotpress "Dell
Computer: Worst Company Ever"
August 2004 i3800 Tossed In Dumpster
The saga is over. I yanked the RAM and hard drive a few weeks ago and tossed the 3800 in the dumpster. It felt good, too.
|
6/2/2002 i3800 Still Doesn't
Work
End of an ordeal? No, just the end of the line. I've had
it. I'm moving on to a Wonderful Word Without Dell. Read
all about it. I was prompted by a letter from another
3800 user to post this update to let you know that, for me,
even getting highly motivated people involved at the highest
levels of Dell ultimately didn't work.
The next time I tried to use it, the 3800 was as dead as
a doornail, unless you hold it frozen in your lap at a certain
angle and position. My conclusion? This product is not worth
salvaging, and the best efforts to do so are all failing
anyway.
|
6/29/2002: About The Better
Business Bureau
We received a thoughtful note today from a reader who is
considering contacting the BBB about her Dell 3800. She suggested
that if other readers were encouraged to do so, it might reduce
the likelihood of Dell continuing to manufacturer "and
heavily PUSH lemons ... and then not respond appropriately."
This is worth consideration. In my own case, we learned there
is already an Executive Support mechanism in place to handle
complaints that reach the highest executive circles. My Dell
contact then moved heaven and earth to remedy my complaint.
In the end, it turned out that the successful repair failed
anyway due to crappy second-hand "factory refurbished"
parts and/or a disturbingly inadequate design and manufacturing
process.
The BBB is a more formal process, and it leaves an audit
trail.
You can contact the BBB through their Better
Business Bureau website. My research there finds that
Dell Computer has already been a member of the BBB since May
1989. This company has a "satisfactory" record with
the Bureau, meaning they have been found responsive to Bureau
referrals and free of an "unusual" volume or pattern
of complaints and law enforcement action.
Don't wait up for me, though. I'm done with all things Dell.
This page has cyclically attracted from 25 to 200 readers
a week since first posted, in November 2001. You do the math.
That's all I ask. Sure, my $3,000 investment is a total loss,
but I've recovered from it.
Check out BBB if you're blessed with the fortitude to see
the process through. I've been through the Dell "wringer"
process two or three times, depending on how you count. I'm
not ever doing it again. Whether or not the BBB works better
for you, please let us know. We'll continue to maintain this
page. |
| 4/6/2002: BEGINNING OF THE
END?
My 3800 Inspiron is working again. Hopefully this concludes
activity on this page, except that letters from readers with
the same problem continue to come in, and we will post them
(but only with permission to do so) on our Dell
Customers Write Summitlake.com page as they arrive. Those
of you who check in from time to time to follow developments
on this issue will want to look for reader postings there.
A Dell-authorized service technician arrived on April 3 for
the factory-paid replacement of the motherboard. This was
his second trip; the first motherboard was diagnosed DOA ("dead
on arrival" a couple of weeks before. Both motherboards
are refurbished. (Dell dropped the model 3800 Inspiron rather
quickly after these had been on the market for just over the
length of a waranty period.)
I want to stress that, once my own case got to Dell Executive
Support (because of the 2/9 letter
I wrote), the issues were addressed promptly, fairly, and
with a courtesy rare in corporate America. The person handling
my case was a delight to work with, and I am grateful for
this. Had she needed to research Dell records on my machine,
it's my own belief a comprehensive record of by calls and
emails would not have been gatherable, due to abysmal record-keeping
at Dell. Fortunately, my contact knew what I was talking about
because the same thing had happened to her i3800!
Summitlake.com is still hearing from others
of you in the same situation. Our heart goes out to you.
Our recommendation: exhaust all available remedies at the
Customer Care/Tech Support level (everybody I've heard from
has already done this), and then write:
Executive Offices
Michael S. Dell, Kevin B. Rollins, James T. Vanderslice
Dell Computer Corp.
1 Dell Way
Round Rock, TX 78682-7000
|
Letters to executive offices anywhere should be brief, factual,
courteous, and to the point. Do supply the make, model number
and machine number, and any dates and ticket numbers of service
or repair transactions involved.
Such letters are hard to write, because by this point it
is hard to be dispassionate, isn't it? My own letter of 2/9
is not an ideal model. If you find it difficult to remain
civil and composed in your business letter (and it is a business
letter, after all), my advice is to sit on the letter for
a few days, or have a friend or relative edit it for you.
Just write what happened and what you want.
Executives will do with long, rambling diatribes exactly
what you or I would do with them. Such letters never stand
a chance of a fair consideration.
Once again, note that I had originally reported the "keyboard"
symptom, and Dell paid for its repair, while the machine was
still in warranty. This fact was used to declare my original
repair a "mis-diagnosis", justifying an out-of-warranty
repair at Dell's expense.
Unless Dell admits there is a problem and issues a limited
product recall on the i3800 motherboard, your chances of satisfaction
are possibly much less in a situation where you never contacted
them on this problem, or another motherboard-related problem,
during the warranty period.
As for me, no, not in a million years would I ever knowingly
go through an ordeal like this again, just to see "the
right thing" done in the case of one poorly designed
"Ford Pinto of the laptop world".
From your own letters and research, the problem is bigger
than I suspected with this particular make and model. I am
not going to remove the correspondence and documentation from
this page now that the repair has been completed, as I stated
I would in my 3/14 text box below. I'll continue to act as
a clearing house for information on the problem.
I have long since replaced my i3800 with a reliable Sony
Vaio slimline R505TLK for personal travel, and, for work,
my company issued me a new Latitude C600 (a far more rugged
design than Inspiron). The i3800 sits safely repaired and
zipped up in its case in a closet, until it can be moved down
to Phoenix to sit in yet another closet as a backup machine
for dialup to work. It remains the worst investment I ever
made.
With the single exception of dealing with an extraordinarily
competent person in Dell Executive Support, there has been
no joy in any of this. This "win" was a Pyrrhic
Victory (at too great a cost). May your adventures be
safer and more immediately productive.
If sufficient i3800 users write in to substantiate the apparent
breadth of this i3800 problem, possibly Dell will develop
a procedure to pre-qualify claimants in these cases. Such
procedures are called "recalls". Keep those letters
flowing!
Good luck to you all,
Alex |
| 3/14/2002: STOP THE PRESSES
We received a phone call this evening from a really nice
person in Dell Executive Support. She sounds like the kind
of old friend you would instinctively want to sit down and
just chat with all afternoon. Based on what I was told, this
problem should be resolved at no cost to me within 10 days.
Assuming this happens, she and Dell will get a letter of
thanks from me. Summitlake will lose about 10 pounds of dreadfully
damning Tech Support and Customer Service correspondence:
this article will remain, but the links to the supporting
documentation will be removed.
And we will probably upgrade our Dell Consumer
rating from one to two or maybe three stars, with caveats.
And, if all this comes to pass, this resulted from our letter
to Michael Dell, so we might also have a little so say about
patience and contacting the right people. You can count on
us to keep you posted.
Alex
3/28/2002: And, you're wondering, the ten days are up, so
what happened? The motherboard arrived. The service tech arrived.
The new motherboard was DOA - dead on arrival. Another motherboard
has arrived. By all means please DO feel free to stay tuned
... :-) |
| Other Reviews: Tip Of
the Iceberg?
|
| Scenario: About eight months into the warranty, your laptop
keyboard breaks. Most of the keys on the right side won't
work. You don't even use it that much, because you plug in
an external, both at work, and at home. Dell sends out a technician
to replace it, free.
Technician comments: "Yeah, I've seen
this before". Is he replacing the keyboard with an upgraded
keyboard module? "No, it's the same module."
Six months later, the keyboard module fails
again. Same symptoms. You can't even log in without an external
keyboard, because your password contains letter on the right
side of the keyboard.
But now it's out of warranty. |
|  2/25/2002
The Latest From Dell:
Our 2/9 letter came back "Return To Sender". Talk
about the Dell Customer Firewall... who would have thought
that even the published address on the Dell 2-2-2001 Annual
Report was no good?
2/9/2002 Letter to Dell Executive
Offices: Last we heard from Tech Support, now we are looking
at a motherboard replacement to solve my "keyboard problem".
We still insist that Dell is obligated make good on it, so
we wrote Michael Dell and his two top COO's about both our
nightmare laptop and our horrible, horrible experiences with
the Dell Customer Firewall.
Update 2/5/2002: Dell offered to schedule a service call
that I would pay for, without in any way acknowledging the
defective part. Dell stated that it would be impossible to
give an estimate until the technician shows up on my nickel.
Dell ignored my statement that I know Dell is covering this
out-of-warranty for some others of its customers.
I've responded by insisting they provide me with the name
of an officer of the corporation and a means of contacting
him or her. If this is not provided, I will get the information
from the Annual Report.
I'm posting the entire
2002 collection of correspondence and diagnostics. I'll
update it if there's any "rest of the story". This
case has become much more grotesque than you might imagine
even from reading this. But don't take my word for it, judge
for yourself. I'll keep Summitlake.com readers posted.
"Assuring you of our best services at all times"
- Dell boilerplate
2/5/2002 UPDATE:
After learning that in some cases Dell had a reasonable solution
for the problem, I bit the bullet and contacted Dell Tech
Support that same evening, on 1/27. This was something I had
promised Customer Service I would never again do.
While Tech Support's boilerplate handling of my case was
at all times professional and at least minimally courteous,
they put me through a course of sprouts with the Dell Diagnostics
software that consumed most of the evenings and the weekend
between 1/28 and present.
I was led to believe that if the diagnostics showed the keyboard
was the only problem, and it did, that Dell would schedule
an out-of-warranty service call. I assumed this meant at Dell's
expense.
1/27/2002 UPDATE:
We heard from a reader in Thailand who had the same problem.
It appears Dell is starting to acknowledge the problem, and
has a remedy this time that will eliminate the problem once
and for all. Exactly how to get the remedy, on one's own machine,
remains to be seen. |
Wednesday,
November 15, 2001: What is the manufacturer's responsibility
in such a case? Is the Dell Inspiron the Ford Pinto of laptops?
A year after the factory service call repair that failed again,
we are still trying to get answers to both questions.
I felt Dell had an obligation to make good on
the part, but I didn't press that point at that time. I had no inkling
of what I was getting into. I naively assumed any normal employee
could see right away that this customer had NOT received the legendary
Dell Customer Care, and take steps to rectify the situation.
I would have paid good money to get out of this
bad situation with something better than a third defective part.
But they stonewalled me for over a month, shunting me from department
to department, and then finally told me the warranty was up and
that was that.
Dell Computer's
telephone touchtone maze and automated web response "Customer
Care" system is a virtual Customer Firewall.
Email and Internet horror: The correspondence
below is just a small sampling of a never-ending exchange. My "Dell
Keyboard 2" mail folder has 17 emails in it, with dates ranging
from 9/14 to 10/15/2001. Much of that is studiously courteous generic
form-mail boilerplate acknowledgements. The actual percentage of
text containing actual responses from actual Dell people is probably
less than 5%; less, of you count the value of the content in reaching
a solution.
Telephone horror: it's a well-known fact that
direct-buy PC vendors are hurting in customer support right now,
since customer satisfaction is where layoffs always begin. However,
even in August, reaching Dell by telephone at all is chancy, and
if you do connect, the delay I experienced was almost always over
3/4 of an hour. The one time I connected to someone willing to help,
she somehow cut me off. I usually call in the late afternoon, after
work. To try to find a better entry point, I tried calling first
thing in the morning. I got an immediate hit, but they shunted me
to another number, which never answered.
The Dell "You've contacted Dell, but you
need to start over again by calling this number instead, and, so
sorry, we can't facilitate the handover" attitude is infuriating.
Those of you who recall my DSL log might be impressed with my observation
that Dell is 10 times worse than Pac Bell.
Every so often, a company's POOR SERVICE or INSENSITIVITY
TO PAYING CUSTOMERS is so overwhelming that many of us boycott their
products. My rule: a minimum of 10 years. For cars and computers,
the rule is: probably never again.
| Many people I talk to have nothing but
kind words for Dell. My experience, and that of a few others
who are not happy with this lemon Inspiron experience, suggests
a pattern. Perhaps middle-level managers review some cases
and mark a file: thumbs-up, or thumbs-down. It appears there
is no remedy or appeal. Once Dell decides at some point that
no problem exists on their end, you're stonewalled with meaningless,
saccharine boilerplate responses whose practical effect is
to make you want to go away. And it won't matter who you talk
to from that instant on.
Whatever the mechanism, it works. And,
if you won't pour good money after bad to pay them to repair
their own defect, that's what Dell wants you to do: go away. |
Yes, I bought a Sony Vaio slimline instead, and
am absolutely delighted with it. Because I paid so much for the
Dell, I used it as kind of a portable desktop for work or work from
home: to use it, I have to plug in an external keyboard.
But, my corporate IS people wanted nothing to
do with my Inspiron either. They issued me a new corporate laptop.
I initialized and reformatted the Inspiron 3800 hard drive. I now
use it as an occasional junk machine to test stuff under the old
Windows 95 and 98. With external keyboard attached, of course. And
then I put it back in the closet.
But I don't have to battle Dell any more. They've
proven to my satisfaction that people in their corporate labyrinths
are formidably trained to be cheerfully unable to think.
My gut feeling is that mighty Dell is going to
take a highly-publicized fall in a year or two, not because of me
or other unfortunate souls in my position, but because no corporation
today can be that inept, and NOT have that inflexibility show up
in business fundamentals. A handful of individual Dell employees
know about this problem, but, on the corporate scale, I see no evidence
that Dell employees believe that such a scenario is even possible.
And you know what? I don't care any more. My
worst nightmare is that the phone will ring, and it will be Michael
S. Dell demanding that I explain to him how it could be possible
that his people have no way of tracing all of the elements narrated
here into a single continuous thread. The answer: his corporation
is dysfunctional by design. It's probably too late to change or
replace the people who have a vested interest in protecting the
Dell institution against the consumer.
Fortunately, in real life, men like Mr. Dell
never call anybody. They're too busy planning the next expansion,
merger, board meeting or acquisition to talk to low-life idiots
like me who actually purchased corporate Product.
Do I still want Dell to fix my laptop? After
all I've been through, no, I do not - not if I have to call customer
service or tech support to make it work. At this point, the only
way to make this right would be a corporate product recall on this
make and model for any keyboard/motherboard that fails the diagnostics.
All in all, it was an awful experience, but not
one I'm likely to repeat again. I know a lot of co-workers who are
still happy with their corporate-issue Dells, but, if asked, my
purchase recommendation would be: "absolutely not."
Dear Dell,
Here are the results for September. I promise to keep you posted
on how well we do each month.
September:
Dell: +$200 keyboard repair saved
Alex: didn't crossgrade to Latitude L5, bought Sony R505 Vaio, -$1400
Alex: Joe no longer interested in Dell, buying Gateway or building
his own, -$2500
Alex: Dave no longer interested in Dell, buying IBM Thinkpad, -$2700
Net score for September: Dell -$6,400
Cheers!
Alex
From: "Forbes, Alex"
<alex.forbes@(work)>
To: browsereditor@dell.com
Cc: "alex@home" <write@summitlake.com>
Subject: RE: AT20010925_0000024055 FW: Priority Response Needed
Date: Mon, 1 Oct 2001 11:00:29 -0400
X-Mailer: Internet Mail Service (5.5.2653.19)
Dear Dell,
Thanks, but we're already making remarkable progress. My new Sony
laptop
should arrive today. It will be for personal use. I will continue
to use my
Dell 3800 at work only (with an external keyboard), but of course
this
laptop is no longer portable and cannot be used for travel.
Remember, I first contacted Dell technical support more than two
weeks ago.
The Dell experience has been a monstrous time-waster that I will
avoid at
all costs in the future. It will no doubt cost Dell lost future
sales (it
already has).
I take it you are already a manager with Customer Care, since I
had
requested this be escalated, and you took it upon yourself to reply
personally with the response below.
That being the case, please share with other managers that this
customer
found the combination of Dell's telephone touchtone maze, and Dell's
browsereditor barrier, to be a completely impenetrable Customer
Firewall.
You may really still believe this is a 6/22/01 warranty expiration
issue,
but I believe Dell has been stonewalling on a product defect issue.
There is no need to reply to this note. You can close this ticket
if you
like, but if your procedures require that you archive correspondence
with
the ticket documentation, then I suggest that you do it. I have
no intention
of contacting Dell again about my defective keyboard problem, and
it's
unlikely I will be contacting Dell again about any other future
needs.
Sincerely,
Alex Forbes
> ----------
> From: browsereditor@dell.com[SMTP:browsereditor@dell.com]
> Sent: Friday,
September 28, 2001 3:34 PM
> To: Forbes, Alex
> Subject: RE: AT20010925_0000024055
FW: Priority Response Needed
>
> Please include the following line in all replies.
> Tracking number: AT20010925_0000024055
>
>
> Dear Mr. Forbes,
>
> If there was something that my department could do in this
situation
> I would have suggested it. I would suggest calling technical
> support and asking for a supervisor. You will be able
to make
> more progress that way.
>
> Respectfully,
>
> [Tech]
> DTG4803
> Monday - Friday, 9:00 - 5:45 PM CST
> Dell Customer Care
>
> If responding to me, please use the *REPLY* function of your
> email program.
> This will keep the SAME SUBJECT LINE of our e-mail.
> Otherwise your message may be delayed or lost.
>
> * * * *
* * * * * * * *
> Visit the NEW Customer Care Website!
> http://www.DellCustomerCare.com
>
> * * * *
* * * * * * * *
> Visit the Dell T@lk Support Forum!
> http://delltalk.us.dell.com
>
> * * * *
* * * * * * * *
>
>
> > Dear [Tech],
> >
> > Please, let`s escalate this.
> >
> > The last time I called technical support was 9/14/01,
case 200191492134.
> > They referred me to Customer Care. "Linda"
in Customer Care started to
> look
> > into whether a better keyboard module was available, on
9/17, and
> > disconnected me. I could not get back in through the touchtone
maze.
> >
> > I sent a followup on 9/19, case number 2001919152053,
to "a Dell
> Customer
> > Service Rep" at your "E-Mail Dell" web
page.
> >
> > After all of this, I am disappointed your research was
able to determine
> > only that my warranty expired 6/22/01. This is a corporate
machine,
> > purchased on a [company] home subsidy program for use
at work and home,
> before
> > we went with the corporate Dell plan.
> >
> > You didn`t acknowledge that this keyboard was already
replaced under
> > warranty on January 30, 2001, meaning that two identical
part numbers
> have
> > failed now. I know from the Tech Rep visit of January
that Dell has seen
> > this before, and that the same part was used in the replacement
as the
> > original failed keyboard.
> >
> > I need to speak with someone at Dell who has the authority
to take
> ownership
> > of this problem and help me resolve it. I wrote below
what I felt would
> be
> > acceptable, and never myself raised any question about
who would pay for
> > what or how much..
> >
> > Merely replacing the keyboard a third time, with the same
part number,
> is
> > simply unacceptable no matter who pays for it.
> >
> > You folks are just shunting customers back and forth between
Tech
> Support
> > and Customer Service.
> >
> > I realize you did your part in handling the customer inquiry
politely,
> but
> > overall I am becoming extremely dissatisifed with Dell`s
handling of
> this
> > problem. Can anyone at Dell blame me?
> >
> > Please kick this upstairs to management, and let me know
whether there
> is a
> > next step at Dell.
> >
> > Thanks,
> >
> > Alex Forbes
> >
> > > ----------
> > > From: browsereditor@dell.com[SMTP:browsereditor@dell.com]
> > > Sent: Wednesday,
September 26, 2001 1:46 PM
> > > To: Forbes,
Alex
> > > Subject: RE: AT20010925_0000024055
FW: Priority Response Needed
> > >
> > > Please include the following line in all replies.
> > > Tracking number: AT20010925_0000024055
> > >
> > >
> > > Dear Mr. Forbes,
> > >
> > > It appears that the warranty on this system expired
on 06/22/2001.
> > > It also seems that the last time you called technical
support
> > > was March 18th of this year. Our technical
support team can
> > > help you but any necessary repairs will be at your
expense.
> > >
> > >
> > > We appreciate your patience, and apologize for any
inconvenience.
> > > Please feel free to visit our website, www.dellcustomercare.com,
> > > if you require anything further.
> > >
> > > Thank you and have a good day.
> > >
> > >
> > > Respectfully,
> > >
> > > [Tech]
> > > DTG4803
> > > Monday - Friday, 9:00 - 5:45 PM CST
> > > Dell Customer Care
> > >
> > > If responding to me, please use the *REPLY* function
of your
> > > email program.
> > > This will keep the SAME SUBJECT LINE of our e-mail.
> > > Otherwise your message may be delayed or lost.
> > >
> > > * * *
* * * * * * * *
*
> > > Visit the NEW Customer Care Website!
> > > http://www.DellCustomerCare.com
> > >
> > > * * *
* * * * * * * *
*
> > > Visit the Dell T@lk Support Forum!
> > > http://delltalk.us.dell.com
> > >
> > > * * *
* * * * * * * *
*
> > >
> > >
> > > > Hi [Tech],
> > > >
> > > > service tag is [xxxxx].
> > > >
> > > > Thanks,
> > > >
> > > > Alex Forbes
> > > >
> > > > > ----------
> > > > > From: browsereditor@dell.com[SMTP:browsereditor@dell.com]
> > > > > Sent: Tuesday,
September 25, 2001 2:58 PM
> > > > > To: Forbes,
Alex
> > > > > Subject: AT20010925_0000024055
FW: Priority Response Needed
> > > > >
> > > > > Please include the following line in all
replies.
> > > > > Tracking number: AT20010925_0000024055
> > > > >
> > > > >
> > > > > Dear Mr. Forbes,
> > > > >
> > > > > Thank you for contacting Dell Customer
Care. Please reply to
> > > > > this email with your service tag so that
I may access your account
> > > > > information.
> > > > >
> > > > > We appreciate your patience, and apologize
for any inconvenience.
> > > > > Please feel free to visit our website,
www.dellcustomercare.com,
> > > > > if you require anything further.
> > > > >
> > > > > Thank you and have a good day.
> > > > >
> > > > > Respectfully,
> > > > >
> > > > > [Tech]
> > > > > DTG4803
> > > > > Monday - Friday, 9:00 - 5:45 PM CST
> > > > > Dell Customer Care
> > > > >
> > > > > If responding to me, please use the *REPLY*
function of your
> > > > > email program.
> > > > > This will keep the SAME SUBJECT LINE of
our e-mail.
> > > > > Otherwise your message may be delayed or
lost.
> > > > >
> > > > > * *
* * * * * * * *
* *
> > > > > Visit the NEW Customer Care Website!
> > > > > http://www.DellCustomerCare.com
> > > > >
> > > > > * *
* * * * * * * *
* *
> > > > > Visit the Dell T@lk Support Forum!
> > > > > http://delltalk.us.dell.com
> > > > >
> > > > > * *
* * * * * * * *
* *
> > > > >
> > > > >
> > > > > >
> > > > > > Dear Dell,
> > > > > >
> > > > > > The following was sent via your Customer
Care webpage yesterday.
> It
> > > > > > references 2 earlier emails going
back to 9/14. Rather than copy
> and
> > > > > paste
> > > > > > everything, hopefully the case numbers
will contain the
> additional
> > > > > > documentation.
> > > > > >
> > > > > > This problem has not been resolved
and I need a laptop I can
> take
> > > > > through
> > > > > > airport security soon. I can`t type
enough of the letter to log
> in
> > > on
> > > > > the
> > > > > > laptop keyboard, and that won`t cut
it.
> > > > > >
> > > > > > Thanks,
> > > > > >
> > > > > > Alex Forbes
> > > > > >
> > > > > > I was <<referred to Customer
Care>> by Tech Support, but I`m not
> > > getting
> > > > > > responses to my 9/14 case nbr 200191492134
and and 9/19 case
> number
> > > > > > 200191919152053. Basically, all I
want is either (1) a
> replacement
> > > 3800
> > > > > > keyboard module that is an improved
unit from the first two,
> which
> > > were
> > > > > > defective, or (b) to talk with somebody
about what we have to do
> to
> > > get
> > > > > me
> > > > > > going with a Dell that works.
> > > > > >
> > > > > > Won`t somebody please call me at (home)?
You can "cc"
> emails
> > > to me
> > > > > at
> > > > > > work, alex.forbes@(work). Thanks.
> > > > > >
> > > > > > > ----------
> > > > > > > From: Dell
Customer Care[SMTP:csd@dell.com]
> > > > > > > Sent: Tuesday,
September 25, 2001 2:21 PM
> > > > > > > To: Forbes,
Alex
> > > > > > > Subject: Your
recent e-mail to Dell Customer Care
> > > > > > >
> > > > > > > Dear Valued Customer,
> > > > > > >
> > > > > > > Thank you for contacting Dell
Customer Care. We apologize for
> the
> > > > > delay in
> > > > > > > our response to your e-mail.
> > > > > > >
> > > > > > > At Dell, we strive to exceed
expectations and provide the
> highest
> > > > > level of
> > > > > > > customer service. However, due
to an overwhelming influx of
> e-mail
> > > > > > > messages, our response times
have increased to levels beyond
> > > Dell`s
> > > > > > > standard timeframe.
> > > > > > >
> > > > > > > We are extremely concerned that
your service level
> expectations
> > > have
> > > > > not
> > > > > > > been met. We are taking steps
to increase our support
> capabilities
> > > in
> > > > > > > order
> > > > > > > to service our customers in a
timelier manner.
> > > > > > >
> > > > > > > If your issue remains unresolved,
please forward your message
> to
> > > us at
> > > > > > >
> > > > > > > csd@dell.com
> > > > > > >
> > > > > > > Please include the original body
of your initial message when
> you
> > > > > forward
> > > > > > > it to us.
> > > > > > >
> > > > > > > In addition, please ensure that
you include:
> > > > > > >
> > > > > > > FW: Priority Response Needed
> > > > > > >
> > > > > > > in your subject line. This will
identify you as someone
> requiring
> > > a
> > > > > > > priority response. You will then
receive a priority reply from
> a
> > > > > Customer
> > > > > > > Service Representative.
> > > > > > >
> > > > > > > If your issue has already been
resolved, please do not respond
> to
> > > this
> > > > > > > email. We apologize for the inconvenience
and thank you for
> your
> > > > > business.
> > > > > > >
> > > > > > >
> > > > > > > Once again, thank you for your
patience.
> > > > > > >
> > > > > > > Dell Customer Care
> > > > > > >
> > > > > > >
> > > > > > >
> > > > > >
> > > > > >
> > > > > >
> > > > >
> > > > >
> > > >
> > > >
> > >
> > >
> >
> >
> >
>
>
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