Thanks for all your help.

Dear Mr. Dell,

As of yesterday, the matter appears to be resolved. The laptop arrived on Tuesday, 20 December, and yesterday Nancy agreed to refund what amounts to 13% of the price of the machine.

Thanks for your prompt attention to this situation. When I'm in the laptop market again, probably in nine months or so, I'll definitely take into account what Dell has to offer.

Sincerely,

Richard