G
GURUDUDE
Guest
well now it's september 27, 2001...I have left a voice message for you to return my call, but I have not recieved a call back...
In June 2001...copy attached below...we spoke...and assigned me Mark Sammons to assist me in resolving the problems I was expeeirencing with my Dell Computers...then I was switched over to Randy Choate...who has been doing the same...Now it's September....I was sent an e-mail the other day that finally my replacement computer was being built....I couldn't believe finally I was going to get my new replacement computer....I was given the order number 653699157...
so I checked on its progress and configuration....well my excitement when out the window, the replacement computer is not configured as requested and agreed to by Mr. Choate....I contacted Mr. Choate...and your office...to try to see if it could be corrected before it shipped...two days calling and sending e-mails...but no response from anyone...now this morning I recieved another e-mail from Mr. Choate that he is away and we will check on it later...no one at customer service or tech support can help because this exchange is tagged as it can be only resolved by you or Mr. Choate...now another 3 months have gone by...how long do I have to wait...all I have ever requested is that the replacement computer be configured so that its configuration's cost is the same as my original purchase price....you know I could have ordered another replacement myself from Dell faster than with all the assistance I have been receiving...why is this so difficult? Who can I speak with today to have this issue resolved? On October 10, 2001, it marks than one year anniversary that my problems started with my original Dell computer...it's almost one year of telephone calls, faxes, and e-mails...no one should have to go through this....can't anyone pick up a phone call me resolve this...
One Disgusted Dell Customer,
([email protected]
RANDY:
CHECKED ON THE ORDER YESTERDAY...GOT THE PACKING SLIP TODAY...
THIS IS NOT THE COMPUTER I CONFIGURED FOR YOU...
WHAT HAPPENED?
1.IT'S A 1.7 GHZ...NOT A 2.GHZ
2.IT HAS 1GB RDRAM...INSTEAD OF 2GB...
3.IT HAS THE 60GB HD...SHOULD HAVE THE 100 GB HD...
4. IT HAS OFFICE XP...SHOULD HAVE OFFICE XP PRO
5.IT HAS WINDOWS 2000...I HAD ASKED FOR ME...
6. NO MONITOR WAS SELECTED...SHOULD HAVE THE P1130
7. THE HOME NETWORKING CARD IS NOT INCLUDED...
8. AND NONE OF THE OTHER EQUIPMENT HAS BEEN ORDERED TO KEEP THE REPLACEMENT COST THE SAME AS THE INITIAL PURCHASE PRICE...
PLEASE GET BACK TO ME ASAP...
Order# 653699157
Due to the 8100 going end of life the order has been upgraded to the 8200.
The system is in production and should ship soon.
have received your email response to my Better Business Bureau complaint
filed.I am shocked and personally offended that you would consider a
determination to an on-going problem with my computers without ever
contacting me to discuss the problems I have been experiencing. The issues a
hand at this point are much larger than a replacement computer.Ms. Colegrove
I am a partner in a small accounting CPA firm here in New Jersey. As part of
the equipments which included Dell Inspiron Laptops and large
Hewlett-Packard LaserJet 8100's and Dell's Dimension 8100 we purchased from
Dell for implementation in 2001 for the new tax season. We have also
purchased from Dell in past years, so when I was asked to get new equipments
for the new year Dell was my hands on choice. We have had the pleasure of
never experiencing any problems with any of other equipments. But for the
first time I/We needed the help, how miserably Dell failed.
As to your decision in dispatching and expediting a replacement computer, I
have had already three of them. I have been in contact with Mr. Mark
Sammons, and have made my requirements clear to him. I would hope you could
contact him as to structure the resolution in a much more productive way.
After having three dell computers fail, one right after another; and the
third replacement having problems right out of the box and completely
failing two days after it's arrival. I DON"T WANT ANOTHER. Please cancel any
replacement orders until Mr. Sammons is contacted. On the other hand, if
arrangements need to made for the current damaged computer I have in my
possession needs to be returned; please have someone send me a box for its
return.. It does me absolutely no good sitting here.
And the real issues at hand, go quite a bit further than technical issues.
During the last five months I have experienced some may lies and
miscommunications, you would wait for several hours on hold and finally get
someone on the line; explain your problem they would give you a name and an
extension and a case file number. Only to call back the next day, and that
named individual doesn't exist, extension belongs to another individual and
the case number was not logged; only to again start all over again. I have
had customer service supervisors refuse to speak with me when requested. I
have had other customer support supervisors take down my problems promises
me they are going to look into the problems and then they will call me back.
I would never receive any calls, so I would call the next day; they have
gone on vacation for the next two weeks. Tech support people first solution
to any computer problem seems always to be format the computer and reinstall
windows; it's evident that there is no concern for the time and effort it
takes to get a computer's software reinstalled and functioning again
properly. Not to mention the hundreds of man-hours lost on personal files
lost. I was supposed to have next day on-site support, yet I would go may
times days into weeks before finally getting any to start.
My disgust with the present problems that I have been experiencing goes much
further than hardware issues. Between my first and second computers somehow
the replacement computer's serial numbers where logged as returned.So when
it started to have problems, I would call in for tech support and they would
tell me after waiting for over an hour on hold to speak with them that my
serial number refers to a computers that is in dell's inventory and not in
my home; so they could not give any support. It took me over two weeks for
someone to help correct the serial number issue so I could finally get
support..Tech support would request third-party support from Unisys at my
home, I have had to make myself available for them to come and when they
did; they where assigned the replacement of my video card which they did.
Which then caused the hard drive to fail as we watched .I believe that I
have been asked as much of a customer as one company can.
This is just a short brief without the dates, customer numbers, order
numbers, extensions, case numbers, service code numbers, telephone numbers,
names, fax numbers, corporate titles, lies, miscommunications, false names,
errors, lack of concern, failures in your customer support policies,
failures in your warranty protocols, that I have in my logs of this trilogy
that I have endured.
At this point, at best I would like my computer order cancelled, I will
return my existing failed computer, full credit of $ 7,124. issued to my
account with dell. When I return from vacation, on or about August 1st 2001
and if some assurances for better support are made; possibly I may seek
another Dell desktop (Possibly, a Precision) as a suitable replacement. If
these is not acceptable to you, I would like a complete and full refund of $
7,124. issued to me personally a.s.a.p.I will work with Dell, but never do I
want for me or any other Dell customer to go through what I have in the last
few months.
I am writing on behalf of Michael Dell's office in response to your
> complaint to the Better Business Bureau of Austin, Texas, received here at
> Dell on June 7, 2001. Thank you for writing about your concerns.
>
> I wish to address the issues raised in your complaint. Please
> accept my sincere apologies for any technical issues you may be
experiencing
> with your Dell system up to this point. I assure you that your situation
is
> unusual and not at all indicative of the quality experience that Dell is
> known for providing. I hope our future service opportunities result in
> nothing less than your complete satisfaction.
>
> In reviewing your account, I note that a brand-new CPU exchange has
> been issued as of 6/6/01; in the interest of customer satisfaction, I have
> dispatched and expedited the order. The new order number is 590288510,
and
> I have registered your order with our Orderwatch system to be notified via
> email once your order ships.
>
> Thank you again for your correspondence, and I would like to
> apologize for any inconvenience or frustration this matter may have
caused.
> We value you as our customer, and your satisfaction is very important to
us.
> If you should have any further questions or concerns regarding the status
of
> your order, please feel free to call our Customer Service department at
> 1-800-624-9897.
>
> Sincerely,
> Jennifer L. Colegrove
In June 2001...copy attached below...we spoke...and assigned me Mark Sammons to assist me in resolving the problems I was expeeirencing with my Dell Computers...then I was switched over to Randy Choate...who has been doing the same...Now it's September....I was sent an e-mail the other day that finally my replacement computer was being built....I couldn't believe finally I was going to get my new replacement computer....I was given the order number 653699157...
so I checked on its progress and configuration....well my excitement when out the window, the replacement computer is not configured as requested and agreed to by Mr. Choate....I contacted Mr. Choate...and your office...to try to see if it could be corrected before it shipped...two days calling and sending e-mails...but no response from anyone...now this morning I recieved another e-mail from Mr. Choate that he is away and we will check on it later...no one at customer service or tech support can help because this exchange is tagged as it can be only resolved by you or Mr. Choate...now another 3 months have gone by...how long do I have to wait...all I have ever requested is that the replacement computer be configured so that its configuration's cost is the same as my original purchase price....you know I could have ordered another replacement myself from Dell faster than with all the assistance I have been receiving...why is this so difficult? Who can I speak with today to have this issue resolved? On October 10, 2001, it marks than one year anniversary that my problems started with my original Dell computer...it's almost one year of telephone calls, faxes, and e-mails...no one should have to go through this....can't anyone pick up a phone call me resolve this...
One Disgusted Dell Customer,
([email protected]
RANDY:
CHECKED ON THE ORDER YESTERDAY...GOT THE PACKING SLIP TODAY...
THIS IS NOT THE COMPUTER I CONFIGURED FOR YOU...
WHAT HAPPENED?
1.IT'S A 1.7 GHZ...NOT A 2.GHZ
2.IT HAS 1GB RDRAM...INSTEAD OF 2GB...
3.IT HAS THE 60GB HD...SHOULD HAVE THE 100 GB HD...
4. IT HAS OFFICE XP...SHOULD HAVE OFFICE XP PRO
5.IT HAS WINDOWS 2000...I HAD ASKED FOR ME...
6. NO MONITOR WAS SELECTED...SHOULD HAVE THE P1130
7. THE HOME NETWORKING CARD IS NOT INCLUDED...
8. AND NONE OF THE OTHER EQUIPMENT HAS BEEN ORDERED TO KEEP THE REPLACEMENT COST THE SAME AS THE INITIAL PURCHASE PRICE...
PLEASE GET BACK TO ME ASAP...
Order# 653699157
Due to the 8100 going end of life the order has been upgraded to the 8200.
The system is in production and should ship soon.
have received your email response to my Better Business Bureau complaint
filed.I am shocked and personally offended that you would consider a
determination to an on-going problem with my computers without ever
contacting me to discuss the problems I have been experiencing. The issues a
hand at this point are much larger than a replacement computer.Ms. Colegrove
I am a partner in a small accounting CPA firm here in New Jersey. As part of
the equipments which included Dell Inspiron Laptops and large
Hewlett-Packard LaserJet 8100's and Dell's Dimension 8100 we purchased from
Dell for implementation in 2001 for the new tax season. We have also
purchased from Dell in past years, so when I was asked to get new equipments
for the new year Dell was my hands on choice. We have had the pleasure of
never experiencing any problems with any of other equipments. But for the
first time I/We needed the help, how miserably Dell failed.
As to your decision in dispatching and expediting a replacement computer, I
have had already three of them. I have been in contact with Mr. Mark
Sammons, and have made my requirements clear to him. I would hope you could
contact him as to structure the resolution in a much more productive way.
After having three dell computers fail, one right after another; and the
third replacement having problems right out of the box and completely
failing two days after it's arrival. I DON"T WANT ANOTHER. Please cancel any
replacement orders until Mr. Sammons is contacted. On the other hand, if
arrangements need to made for the current damaged computer I have in my
possession needs to be returned; please have someone send me a box for its
return.. It does me absolutely no good sitting here.
And the real issues at hand, go quite a bit further than technical issues.
During the last five months I have experienced some may lies and
miscommunications, you would wait for several hours on hold and finally get
someone on the line; explain your problem they would give you a name and an
extension and a case file number. Only to call back the next day, and that
named individual doesn't exist, extension belongs to another individual and
the case number was not logged; only to again start all over again. I have
had customer service supervisors refuse to speak with me when requested. I
have had other customer support supervisors take down my problems promises
me they are going to look into the problems and then they will call me back.
I would never receive any calls, so I would call the next day; they have
gone on vacation for the next two weeks. Tech support people first solution
to any computer problem seems always to be format the computer and reinstall
windows; it's evident that there is no concern for the time and effort it
takes to get a computer's software reinstalled and functioning again
properly. Not to mention the hundreds of man-hours lost on personal files
lost. I was supposed to have next day on-site support, yet I would go may
times days into weeks before finally getting any to start.
My disgust with the present problems that I have been experiencing goes much
further than hardware issues. Between my first and second computers somehow
the replacement computer's serial numbers where logged as returned.So when
it started to have problems, I would call in for tech support and they would
tell me after waiting for over an hour on hold to speak with them that my
serial number refers to a computers that is in dell's inventory and not in
my home; so they could not give any support. It took me over two weeks for
someone to help correct the serial number issue so I could finally get
support..Tech support would request third-party support from Unisys at my
home, I have had to make myself available for them to come and when they
did; they where assigned the replacement of my video card which they did.
Which then caused the hard drive to fail as we watched .I believe that I
have been asked as much of a customer as one company can.
This is just a short brief without the dates, customer numbers, order
numbers, extensions, case numbers, service code numbers, telephone numbers,
names, fax numbers, corporate titles, lies, miscommunications, false names,
errors, lack of concern, failures in your customer support policies,
failures in your warranty protocols, that I have in my logs of this trilogy
that I have endured.
At this point, at best I would like my computer order cancelled, I will
return my existing failed computer, full credit of $ 7,124. issued to my
account with dell. When I return from vacation, on or about August 1st 2001
and if some assurances for better support are made; possibly I may seek
another Dell desktop (Possibly, a Precision) as a suitable replacement. If
these is not acceptable to you, I would like a complete and full refund of $
7,124. issued to me personally a.s.a.p.I will work with Dell, but never do I
want for me or any other Dell customer to go through what I have in the last
few months.
I am writing on behalf of Michael Dell's office in response to your
> complaint to the Better Business Bureau of Austin, Texas, received here at
> Dell on June 7, 2001. Thank you for writing about your concerns.
>
> I wish to address the issues raised in your complaint. Please
> accept my sincere apologies for any technical issues you may be
experiencing
> with your Dell system up to this point. I assure you that your situation
is
> unusual and not at all indicative of the quality experience that Dell is
> known for providing. I hope our future service opportunities result in
> nothing less than your complete satisfaction.
>
> In reviewing your account, I note that a brand-new CPU exchange has
> been issued as of 6/6/01; in the interest of customer satisfaction, I have
> dispatched and expedited the order. The new order number is 590288510,
and
> I have registered your order with our Orderwatch system to be notified via
> email once your order ships.
>
> Thank you again for your correspondence, and I would like to
> apologize for any inconvenience or frustration this matter may have
caused.
> We value you as our customer, and your satisfaction is very important to
us.
> If you should have any further questions or concerns regarding the status
of
> your order, please feel free to call our Customer Service department at
> 1-800-624-9897.
>
> Sincerely,
> Jennifer L. Colegrove