I still get phone calls and e-mails, Mr. Dell.
Dear Mr. Dell,
Been awhile. I'm still happy with my MacBook. I'm still never going to spend a dime with your company again. My issues are resolved.
However, about once every month or two months, people pass their stories on to me. I'll either get a phone call or an e-mail or somehow something will get back to me about somebody having a problem penetrating your bureaucracy to get what they've paid for.
Like this letter Elayne posted in a combox here--it's addressed to you, so I assume you've read it already, but nonetheless:
"Mr. Dell,
This letter may not be as intelligent has I would like to have written it, because it is written out of total frustration.
My name is Elayne Hassen and I am writing on behalf of my Dell Computer. I am having a problem once again. The first time my computer crashed was three years ago, if I am not mistaken, and your office was kind enough too resolve the problem.
Now last year my Dell computer went haywire and crashed also. The Dell Tech(s) walked me through re-installing my Operating System, Drivers and Applications and everything seemed to work well. Now this year I have a problem with my Dell computer again.
I will tell you as simple as I can of the problem(s) I am having.
Main Problem: I could see my Videos, but can not hear them. (Home Videos and Internet Videos)
1. Dell Tech #1 tried everything and could not resolve the problem.
2. Dell Tech #2 tried everything and could not resolve the problem.
3. Dell Tech# 3 said if I re-installed the Operating System it would fix the problem, and we did.
4. Dell Tech #3 was signing off duty after we re-installed the Operating System and could not stay on the phone to install the drivers. That had to wait until the next evening, which Dell Tech #3 did not finish.
5. Dell Tech #4 helped to install the drivers and some of the applications, which Dell Tech #3 did could not. I still had a problem
6. Dell Tech #5 tried everything and eventually passed me on to his Supervisor to escalate it; in turn the Supervisor passed it on and will have some one call me the next day. Tuesday, August 28, 2007, no one has called. My home, work and cell number was given where I can be reached.
I honestly lost count after Dell Tech #4.
Now I have problems that I did not have before re-installing the OS. Not to mention having a “D” drive added which I never had and do not want.
First, I need to tell you that I have did everything to make my system better. I ordered additional memory from Dell making it a total of 4 GB, but the system is only reading 3GB, and that was another issue.
One Tech told me that I need MS Professional in order to see it. Another Tech told me that I am running on 4 but it can only read 3????
I have also upgraded the Graphics Card to a GE Force 7300, as per Dell. I have upgraded my DVD Rom to a Dual Layer/Double Layer and my CD Rom to Rewriteable 52x/32/52x.
I always call Dell asking them which would be compatible and the best for my Dell Computer, and I even order from Dell. I have also added IEEE 1394 Card., and a Wireless Router from Dell, I have done whatever I need to do to keep my computer in top shape. I need my PC it is my lifeline so to speak. I have spent a lot of money making my system better.
I work with a lot of graphics on my pc and I take lots pictures of people from my Church, especially the kids. I teach Sunday school, so I need to be creative for the kids with my PC, and I take a lot of movies that I need to download on to my computer and make DVDs. So you see Mr. Dell how much my computer means to me.
I have purchased a Dell laptop a few years for son, which no longer works well. The point is I stand by Dell products.
I would like to send my PC back to Dell and have the Senior Techs fix it once and for all, but I was told by the supervisor that I need to speak to the senior person that my case is being routed to.
All I want is for my PC to be fixed and running like it was. I hardly have anything loaded and it is so slow, where I had many programs and no problem.
Mr. Dell, I understand that you are a very busy and you probably will not see this letter, but I need to write it and get some kind of end result.
I appreciate all that you can do to help me in resolving my PC problem(s).
This (Q5R1P4V1YP8VN1217) confirmation number was sent via e-mail because I sent an e-mail to Customer Service on Monday, August 27, 2007, requesting your telephone and fax number, as well as your address.
Again, I called on Tuesday, August 28, in the evening when I got home for work, and it is amazing that no one knows the executive office telephone or fax numbers. Not customer service, not tech support, and not the sales department. I find it hard to believe that a Company as large as Dell has no phone directory??? But, I was lucky enough to find your address on the internet at an “Open letter to Michael Dell” and a phone number and now I hope you will answer me.
I finally spoke to a person by the name of Ernanie, (Id # 97308) who assured me that this would be escalated to the appropriate person/department. She did give me a fax number to customer care (866-240-5923) and the phone number of 800-624-9897 with an extension of 7266966
I told her all that I want is my computer to be fixed.
My Express Service Code: 2 7 3 8 6 3 3 7 3 4 9
Service Tag: CKX4951
Thank you,
Elayne Hassen
(718) 676-6133 (Home after 6:00pm EST)
(718) 616-3040 (Work from 9am to 5pm)
(718) 419-9901 (Cell anytime)
Case # 1 7 2 9 3 7 2 8 2 (Initial Call for Main Problem)
Case# 1 7 3 0 8 1 9 6 2 (Problem after problem)
I took the liberty of copying and pasting this e-mail that says that we can reply back if we have a problem, I did and no one calls back as promised.
Dear HASSEN ELAYNE,
Thank you for contacting Dell's Consumer Hardware Warranty Support. It was a pleasure working with you in our attempt to resolve the issue you are having with your system. I have taken ownership of your case; I will be following up on your resolution.
The following information relates to your recent call.
Case # 173081962
If you need further assistance with case # 173081962, you may contact Dell via email. Simply "reply" to this email. Do Not change the subject line. Changing the subject line will cause routing problems with the email back to Dell."
Then there's Arthur from Malaysia, who called me last week and asked if I'd post his story. Of course--happy to help:
"I recently purchase a dell inspiron 1420 laptop computer from Malaysia,that manufacture for ASEAN region and the Australia,New Zealand ,USA and Canada markets respectively,for the inspirion,latitude,vostro and XPS range and the division comprises from non-Christians management in the Malaysia office monopolize by one ethnicity due to this reason went a minority and christian like myself,Farther Malaysia is a Muslim country and the Chairman OIC and the US tenth trading partner larger even than Brazil, orders a computer from Dell they tend to sent a damage computer on purpose,further more it was arrive a month later,What concern me thru my insider sources confirming,from Dell own engineers and managers that to reduce their overhead cost for their laptops range ,they have opt for the China made OEM Simplo batteries and AUO LCD's TPR725 and tm315 and longer using the Japanese and Korean brands,as Sony,Hitachi,Toshiba ,NEC,Panasonic-DC224, Samsung and LG.Using unreliable brands tend to make the LCD flickers,batteries explode,overheat,LED don't work on batteries.From my own investigation uncovering the trued about Dell they try to run me over on the road and I was injured in the accident.There trying to execute coz there above law in South East Region coz with their vast influence in the governments here.Today receiving dead treats from your costumer service manager Reekish and the security manager in Penang.The final conclusion is Dell is refunding the entire purchase price for the laptop but i will still proceed with a complaint IRLA,CORE and a legal law suit.It's the same as Christians are being erase from the Iranian society.My Service tag number.9D8.R1S,contact number 6016 2885690.email me on tuition2003@gmail.com."
There you go. Unedited, unvarnished stories of customers who have paid their money.
May I humbly suggest, Mr. Dell, you give them your money's worth?
Richard
Been awhile. I'm still happy with my MacBook. I'm still never going to spend a dime with your company again. My issues are resolved.
However, about once every month or two months, people pass their stories on to me. I'll either get a phone call or an e-mail or somehow something will get back to me about somebody having a problem penetrating your bureaucracy to get what they've paid for.
Like this letter Elayne posted in a combox here--it's addressed to you, so I assume you've read it already, but nonetheless:
"Mr. Dell,
This letter may not be as intelligent has I would like to have written it, because it is written out of total frustration.
My name is Elayne Hassen and I am writing on behalf of my Dell Computer. I am having a problem once again. The first time my computer crashed was three years ago, if I am not mistaken, and your office was kind enough too resolve the problem.
Now last year my Dell computer went haywire and crashed also. The Dell Tech(s) walked me through re-installing my Operating System, Drivers and Applications and everything seemed to work well. Now this year I have a problem with my Dell computer again.
I will tell you as simple as I can of the problem(s) I am having.
Main Problem: I could see my Videos, but can not hear them. (Home Videos and Internet Videos)
1. Dell Tech #1 tried everything and could not resolve the problem.
2. Dell Tech #2 tried everything and could not resolve the problem.
3. Dell Tech# 3 said if I re-installed the Operating System it would fix the problem, and we did.
4. Dell Tech #3 was signing off duty after we re-installed the Operating System and could not stay on the phone to install the drivers. That had to wait until the next evening, which Dell Tech #3 did not finish.
5. Dell Tech #4 helped to install the drivers and some of the applications, which Dell Tech #3 did could not. I still had a problem
6. Dell Tech #5 tried everything and eventually passed me on to his Supervisor to escalate it; in turn the Supervisor passed it on and will have some one call me the next day. Tuesday, August 28, 2007, no one has called. My home, work and cell number was given where I can be reached.
I honestly lost count after Dell Tech #4.
Now I have problems that I did not have before re-installing the OS. Not to mention having a “D” drive added which I never had and do not want.
First, I need to tell you that I have did everything to make my system better. I ordered additional memory from Dell making it a total of 4 GB, but the system is only reading 3GB, and that was another issue.
One Tech told me that I need MS Professional in order to see it. Another Tech told me that I am running on 4 but it can only read 3????
I have also upgraded the Graphics Card to a GE Force 7300, as per Dell. I have upgraded my DVD Rom to a Dual Layer/Double Layer and my CD Rom to Rewriteable 52x/32/52x.
I always call Dell asking them which would be compatible and the best for my Dell Computer, and I even order from Dell. I have also added IEEE 1394 Card., and a Wireless Router from Dell, I have done whatever I need to do to keep my computer in top shape. I need my PC it is my lifeline so to speak. I have spent a lot of money making my system better.
I work with a lot of graphics on my pc and I take lots pictures of people from my Church, especially the kids. I teach Sunday school, so I need to be creative for the kids with my PC, and I take a lot of movies that I need to download on to my computer and make DVDs. So you see Mr. Dell how much my computer means to me.
I have purchased a Dell laptop a few years for son, which no longer works well. The point is I stand by Dell products.
I would like to send my PC back to Dell and have the Senior Techs fix it once and for all, but I was told by the supervisor that I need to speak to the senior person that my case is being routed to.
All I want is for my PC to be fixed and running like it was. I hardly have anything loaded and it is so slow, where I had many programs and no problem.
Mr. Dell, I understand that you are a very busy and you probably will not see this letter, but I need to write it and get some kind of end result.
I appreciate all that you can do to help me in resolving my PC problem(s).
This (Q5R1P4V1YP8VN1217) confirmation number was sent via e-mail because I sent an e-mail to Customer Service on Monday, August 27, 2007, requesting your telephone and fax number, as well as your address.
Again, I called on Tuesday, August 28, in the evening when I got home for work, and it is amazing that no one knows the executive office telephone or fax numbers. Not customer service, not tech support, and not the sales department. I find it hard to believe that a Company as large as Dell has no phone directory??? But, I was lucky enough to find your address on the internet at an “Open letter to Michael Dell” and a phone number and now I hope you will answer me.
I finally spoke to a person by the name of Ernanie, (Id # 97308) who assured me that this would be escalated to the appropriate person/department. She did give me a fax number to customer care (866-240-5923) and the phone number of 800-624-9897 with an extension of 7266966
I told her all that I want is my computer to be fixed.
My Express Service Code: 2 7 3 8 6 3 3 7 3 4 9
Service Tag: CKX4951
Thank you,
Elayne Hassen
(718) 676-6133 (Home after 6:00pm EST)
(718) 616-3040 (Work from 9am to 5pm)
(718) 419-9901 (Cell anytime)
Case # 1 7 2 9 3 7 2 8 2 (Initial Call for Main Problem)
Case# 1 7 3 0 8 1 9 6 2 (Problem after problem)
I took the liberty of copying and pasting this e-mail that says that we can reply back if we have a problem, I did and no one calls back as promised.
Dear HASSEN ELAYNE,
Thank you for contacting Dell's Consumer Hardware Warranty Support. It was a pleasure working with you in our attempt to resolve the issue you are having with your system. I have taken ownership of your case; I will be following up on your resolution.
The following information relates to your recent call.
Case # 173081962
If you need further assistance with case # 173081962, you may contact Dell via email. Simply "reply" to this email. Do Not change the subject line. Changing the subject line will cause routing problems with the email back to Dell."
Then there's Arthur from Malaysia, who called me last week and asked if I'd post his story. Of course--happy to help:
"I recently purchase a dell inspiron 1420 laptop computer from Malaysia,that manufacture for ASEAN region and the Australia,New Zealand ,USA and Canada markets respectively,for the inspirion,latitude,vostro and XPS range and the division comprises from non-Christians management in the Malaysia office monopolize by one ethnicity due to this reason went a minority and christian like myself,Farther Malaysia is a Muslim country and the Chairman OIC and the US tenth trading partner larger even than Brazil, orders a computer from Dell they tend to sent a damage computer on purpose,further more it was arrive a month later,What concern me thru my insider sources confirming,from Dell own engineers and managers that to reduce their overhead cost for their laptops range ,they have opt for the China made OEM Simplo batteries and AUO LCD's TPR725 and tm315 and longer using the Japanese and Korean brands,as Sony,Hitachi,Toshiba ,NEC,Panasonic-DC224, Samsung and LG.Using unreliable brands tend to make the LCD flickers,batteries explode,overheat,LED don't work on batteries.From my own investigation uncovering the trued about Dell they try to run me over on the road and I was injured in the accident.There trying to execute coz there above law in South East Region coz with their vast influence in the governments here.Today receiving dead treats from your costumer service manager Reekish and the security manager in Penang.The final conclusion is Dell is refunding the entire purchase price for the laptop but i will still proceed with a complaint IRLA,CORE and a legal law suit.It's the same as Christians are being erase from the Iranian society.My Service tag number.9D8.R1S,contact number 6016 2885690.email me on tuition2003@gmail.com."
There you go. Unedited, unvarnished stories of customers who have paid their money.
May I humbly suggest, Mr. Dell, you give them your money's worth?
Richard
posted by Richard at 5:57 AM
1 Comments:
I HAVE A TERRIBLE ORDEAL WITH DELL AS WELL..PLEASE POST MY STORY, and THANK YOU FOR THE EMAIL ADDRESS INFORMATION RICHARD. HERE IS THE LETTER I ENDED UP WRITING:
Tuesday, November 13, 2007
TO WHOM IT MAY CONCERN:
I am writing this letter in hopes that something can be done about the terrible ordeal I have been going through with Dell.
Let me start by saying I have never owned any computer, but a Dell Computer. I purchased a Dell about 6 years ago and was very satisfied with it. I never had any problems, and it ran like a baby. Like every other computer it hit it’s last leg about a year ago, and so needless to say I purchased another Dell computer every thing went fine until I had to look at the system data and realized I was sent an ‘analog monitor’ instead of the digital I had requested and paid for. Well everyone makes mistakes, and since the monitor looked good I didn't complain; however, this is not the issue at hand.
I recently purchase a Dell all in one printer Order # 908944914 around November 3, 2007 and received this printer is just a few days. It works great and I had no problems with the order (other then it not be reflected on my Dell profile as having been ordered).
I then decided I wanted to purchase something for my grandson’s birthday and placed two separate orders one for a MP3/4 player (including another MP3/4 for my granddaughter for Christmas with a Disney track card)order # 916977021, and for a web cam order # 916520441. Right after I placed the orders, my daughter and I decided we wanted to order a Playstation 3 and some games for my grandson. We called and canceled the other two orders, and placed the order online for that order # 919528821 .
My first problem is that my daughter and I both have Dell profiles set up on the Dell web site. I qualified for credit with Dell through the Preferred Account, and my daughter did not. My daughter and I recently moved into the same home located at 1001 Baker Avenue Augusta, GA 30904. My old address is 1006 Valley Road Aiken, SC 29801, and her old address is 116 Hickory Drive Martinez, GA 30907. Every order that has been placed to Dell has been by me, and not her. She only decided to make a profile for technical help and the like.
I have been going through a terrible time. I have received acknowledgement and confirmation emails for the same order with one having my information and the other having my daughter’s. My credit amount is reflected when my daughter logs in to her Dell account. Neither my daughter nor I use the same email address, password, etc… for our Dell profiles. We do however use the same PCU.
I received a shipment confirmation for both orders that I ultimately canceled several days earlier, after I had to make sure they were canceled with several phone calls to Customer Service. The craziest thing was that order # 916520441 was shipped to my old address of 1006 Valley Road Aiken, SC 29801 under my daughter’s name (I was able to see this on the shipment email sent out from Dell), this information was updated on my Dell profile weeks ago! I will not be able to receive that merchandise (to return it) since I no longer live there. The order that I wanted was placed November 8th, and since then has disappeared into thin air two times, and I have had to reorder. I spoke with the Order Online Modification Department after an email I received about my order being delayed. They didn't seem concerned that there was a problem, and it looks like they reordered the order that I wanted just yesterday (November 12th by phone which is order # 919528821) ?? I called again to make sure it went through, since this was the first time I received a confirmation that included an order number over the phone (the guy never sent the email he said he would send). Finally I got a confirmation email with all of my daughter’s info instead of mine (after 3 calls just to get a confirmation email). I was concerned about this since she doesn't have a Dell Preferred account, and all the amounts, credits, and interest rates were marked with zeros. I called again, and was told by financial services that the order had been blocked, and I needed to speak with another department. I spoke with them, and they said my account had been randomly selected for review. I was informed that they had no idea when the order (order # 919528821) would be shipped.
Yesterday I received one of the orders; I had canceled approximately 4 times, via telephone. It included only one of the items from the order (# 916977021 ) which is item # A1236739.
I have gone round and round with Dell CSR, Financial Department, and some other department. My Dell preferred account under my Dell profile shows me with an available credit of $462.60 (I was approved for $2000.00 in credit). Currently, I have only wanted the printer order # 908944914 (cost: 191.53 including tax),and the Playstation 3 with games and accessories order # 919528821 (cost: $980.02 including tax). This would leave me with a remaining available credit of $842.57. Even if I had wanted the above other 2 orders the web cam (cost: $133.73 including tax) and the MP 3 Players and music card (cost: 216.93 including tax). it would have left me with an available credit of: $477.79.
As you can see I have several problems all going on at once, and am very disappointed in the service I have received from Dell. Based on what I have seen on the Internet, many, many others are disappointed too. I only want to receive the order I ordered in time for my grandson’s birthday. Have the canceled items credited back to my account, and maybe see Dell give their customers access to someone that can truly help them. I was only able to talk to people from India who claimed there was no manager or supervisor that I could speak with. I have never experienced anything that seemed so corrupted, disorganized, rude, and uncaring from any company. This is not good for Dell, and they need to do something quickly to change it before the company falls apart.
I will be calling Dell again today, maybe I will get lucky and find someone that can help me.
Sincerely,
Cecil S. Atchley
1001 Baker Avenue
Augusta, GA 30904
(706-306-7527)
Below are several case numbers I have received via email from Dell since this all began. It would be nice if you could help me please.
Case # 178892068 – sent November 5th 2007
Case # 178892068 – sent November 5th 2007
Case # 179302373 – sent November 9th 2007
Case # 179268741 – sent November 9th 2007
Case # 179352236 – sent November 10th 2007
I did not receive these Case # emails for my every contact with Dell) From November 5th to November 12th I have contacted Dell via Chat or been contacted via email by them approximately 26 times, and had 20 phone call conversations with them all of which were initiated by me). Nothing was done the way they said it would be. Orders were not canceled and the order I wanted was not placed 3 times, and supposedly is now (seeing as how I have an order number for it # 919528821) but is “on delay” or blocked. No one seems to know what the problem really is.
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