Happy New Year, Mr. Dell

Hello Mr. Dell,

Hope you had a pleasant holiday and a happy new year.

Got another case for you. I've every confidence you can work it out.

Till next time.

Richard

**

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.

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

Just sharing

Dear Mr. Dell,

It's been awhile since I've written you, and I thought you might be interested to see a picture of my new laptop.





You know what the amazing thing about it was, Mr. Dell? I ordered it on Tuesday, and had it by the end of the day Wednesday. I didn't have to call anybody to find out where it was, I didn't have to spend thirty hours on the phone to track it down, I didn't have to write any eight page letters which I then had to pay even more to overnight just to get anybody's attention, and I didn't have to wait a week after I was told it was being overnighted to me to actually get it. I just placed the order, and it arrived the next day. I think I'll do it this way from now on. It's a lot less trouble, and a lot more cost- and time-efficient.

Just so you know.

Sincerely,

Richard Barrett

You have permanently lost a customer, Mr. Dell.

Dear Mr. Dell,

Today I received a letter from the Exchange Return Team, informing me of the following:

"Our records indicate you have been shipped replacement product, but have not yet returned the original equipment."

It further says that my warranty will not be transferred to the replacement until the original has been returned.

I had received a letter regarding this a month ago, but assumed that, since Nancy had dealt with this, that not everything had quite yet filtered down where it needed to, and there was nothing further I needed to do. Apparently I was wrong.

I forwarded all of my correspondence with Nancy to DellUnit_Exchange@Dell.com, CCing Nancy (who, in case you don't remember who that is, you can get ahold of her by e-mail at Nancy_Dorr@dell.com, or by phone directly at 1-800-624-9897, x7262073). I also directed them to this blog. I informed them that, per all of that correspondence, there is no original product to return, that this replaced an order that was lost. I also informed them that, as a result of my problem apparently not having actually been resolved correctly, despite all I had gone through to get my laptop shipped to me in the first place, I will never purchase anything from Dell again. And I mean to keep to that. Not only that, but I will actively recommend against Dell in the future to people I know who are buying computers. I am simply amazed that, after everything I have documented and informed you of, this further problem would develop.

Mr. Dell, you blew it. Dell Computer will never get another cent of my money, or that of anybody I know, if I have anything to say about it.

Respectfully,

Richard

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

A phone conversation with Nancy.

Dear Mr. Dell,

Nancy, part of the Executive Services Team in the Executive Offices at Dell, just called me. She told me that she was setting up an exchange, that she'd call me back with a new order number and other details for me in the morning, and that the new machine would be built as quickly as possible and overnighted to me. She gave me possible every direct way to contact her at Dell Corporate Headquarters, and assured me that she was pulling every string available.

Thanks for your attention to this matter. I'll keep you posted about what happens tomorrow morning.

Richard

Sonali never called me back.

Dear Mr. Dell,

Sonali never called me back. Perhaps this evening I'll call and ask for a manager again.

In the meantime, Mr. Dell, Jeff Jarvis advised me to e-mail as many of the other Dell executives as might be appropriate. The following struck me as being likely candidates:

- Kevin Rollins, President and CEO (kevin_rollins@dell.com)
- John Hamlin, Senior VP, Americas (john_hamlin@dell.com)
- Joseph Marengi, Senior VP, Americas
- Rosendo Parra, Senior VP, Americas
- James Schneider, Senior VP and CFO
- Lawrence Tu, Senior VP and General Counsel
- Thurmond Woodard, Chief Ethics and Compliance Officer (thurmond_woodard@dell.com)

I was able to loop Mssrs. Rollins, Hamlin, and Woodard in on the thread, but unfortunately, I did not have proper e-mail addresses for Mssrs. Marengi, Parra, Schneider, and Tu. Would you mind making sure this gets to them?

I've also filed a complaint with the Texas Attorney General, using this link: https://www.oag.state.tx.us/forms/cpd/cpd_getcounty.php. I'll be interested to see what they're able to tell me.

I think that's all for now, Mr. Dell. I'll let you know what happens when I talk to a supervisor at Dell Customer Service tonight.

Thanks for your time,

Richard

Addendum, part II

Mr. Dell, I just wanted to pass on quickly that I've started including Michael George, Chief Marketing Officer and VP of US Consumer Business, in the e-mail loop. I'm sure he'd have quite a bit to contribute to the conversation. I've also contacted Jeff Jarvis at http://www.buzzmachine.com, who evidently had some similar problems to mine earlier this summer and was able to get them resolved--I'm hoping he might have some good advice.

Just so you know.

Richard

Addendum

Mr. Dell, I just wanted to quickly add that I've filed another lost item claim via the Dell Customer Support website (the form for which can be found here: http://support.dell.com/support/topics/global.aspx/support/dellcare/en/missing_wrong_damaged), including everything that I've already made available to you. I've also e-mailed all of this to what was represented to me as the direct e-mail address for customer service, which is US_CAG_Ownership@dell.com. If that's not correct, please let me know.

Before I forget--the shipping status of original order, according to the order status website, is "In Transit", with a note that a tracking number should be available in 48-72 hours.

And just so you know--if you need to get ahold of me to ask me any questions about my order, any time today should be fine--and that number is a mobile number, so I've got it with me all the time. Whenever's good for you is good for me.

Thanks for your time.

Richard

A phone conversation with Sonali, id# 872226

Dear Mr. Dell,

It's 11:48am my time. I just got off the phone with a Dell customer service representative named Sonali, id #872226, and she declined to establish a conference call between myself, her, and APX, but after having me explain what was going on, she assured me that she would contact Amanda at APX and then either call me or e-mail me back to let me know what she found out. If she doesn't call me back by this afternoon, I suppose I'll call and ask for a manager again and see if I can get any traction that way.

I'll keep you posted.

Sincerely,

Richard

Further conversation with Amanda at APX.

Dear Mr. Dell,

Amanda at APX finally called me back, at 4:15pm today. She said that she talked to the Nashville post office, and that they confirmed to her that they don't have it. She's still trying to get ahold of the Clayton, OH warehouse; she's left messages and sent e-mails, but nobody's called her back yet. I understand how she feels. She promised that she would call me back as soon as she heard something, and she again suggested that I call Dell Customer Service to ask for a conference call between the three of us; I'll try that tomorrow if nothing further happens today.

Just wanted to keep you informed.

Sincerely,

Richard

I don't want much. I just want the laptop I ordered and paid for almost six weeks ago.

Dear Mr. Dell,

The following letter was sent by me to Dell Corporate Headquarters on Friday via FedEx Priority Overnight. It was received at 7:46 this morning according to FedEx's online tracking tool (http://www.fedex.com, tracking number 855570270916). Just in case you missed it, here it is again.

8 December 2005

Michael Dell, Chairman
Dell Computer Corporation
One Dell Way
Round Rock, TX 78682

Dear Mr. Dell,

My name is Richard Barrett. I am writing to you because I have a problem regarding an order I placed with Dell that neither customer service representatives nor their managers appear to be able to fix. Please consider the following course of events:

5 November—I order a 700m laptop from Dell.com, order number #658597424. Shipping option: USPS, 4-7 business days, pickup at post office. Anticipated shipping date: 12 November. Seventh business day after anticipated shipping date: 22 November.

12 November—The laptop ships according to online account status. Shipping status of order: "In Transit", with a note that a tracking number should be available in 48-72 hours.

17 November--I get an automated phone call from Dell telling me that the laptop has shipped and that I will get another automated phone call when I can pick up the laptop at the post office. Shipping status of order: "In Transit", with a note that a tracking number should be available in 48-72 hours.

22 November--No laptop. Shipping status of order: "In Transit", with a note that a tracking number should be available in 48-72 hours.

28 November--I still don't have the laptop. An online chat session with Ashakiran Sharma in customer service produces the information that there was a "shipping error" and that the item could not be delivered. A replacement is initiated, and I'm told my original shipping charges will be refunded, I'm given reference number 65469087, and I'm told that a new order number should be trackable online within 24-48 hours. A new machine will have to be built from scratch, I'm told, and that will take 5-7 business days, but then it will be overnighted to me at no additional charge. Session ID for this chat: 402723. Shipping status of original order: "In Transit", with a note that a tracking number should be available in 48-72 hours.

30 November--An e-mail from a different rep (Neeraj, #339429) in response to a "lost item" claim again confirms the "shipping error", with the further information that the carrier lost the shipment. I am again assured that I should be able to track the new order's status within 24-48 hours. A reply I send to this e-mail is never responded to. Shipping status of original order: "In Transit", with a note that a tracking number should be available in 48-72 hours.

4 December--A new order number still not being in evidence, I initiate another chat session. Khushboo Sharma tells me that the replacement order was cancelled because the shipping status is still "in transit", meaning that it's on its way to me. This person (assuming it was a person, I very much got the impression based on the canned nature of some of the responses that it was an automated system) had absolutely no idea why anybody would tell me that there was a "shipping error" or that the carrier lost the item. I was told that I would get a tracking number when it reached the carrier's regional center--within 48-72 hours. I reply that it shipped on 12 November and was supposed to get to me in 4-7 business days. We're already well past the 48-72 hour mark. Yes, the representative replies, but I have no information that the item was lost. Then when should I be getting my laptop? I ask. I don't know, is the reply, and I'm sorry for the confusion, but I have no further information for you. I file another "lost item" claim online, and I'm assured a response within 6-12 hours. Session ID: 544823. Shipping status of original order: "In Transit", with a note that a tracking number should be available in 48-72 hours.

5 December--No response to my lost item claim. I call Dell Customer Service. Helen, id# 861568, says that they are sorry, that they will initiate a replacement request, that they will do it right now while I'm on the phone, and that they will do it by calling a person to make sure the system doesn't kick out the replacement request because of the "in transit" status being shown in the database of the original order. If they have a machine with the specs I ordered, they'll get it out to me today; if not, they'll have to build one. After being placed on hold for a few minutes, this person comes back and says that they couldn't get through to anybody, and that they don't want me to wait on hold any longer, so they say they'll call me back within 2-3 hours with confirmation information. This call never materializes. In the evening, I call and ask for a supervisor. I explain the situation to Michael, a "special case representative", who explains that Helen initiated another request but that one was cancelled as well because they have no information that the package was lost. He tells me that APX shows the package as having been accepted at the post office on 22 November, and says that somehow the notification that should have been generated letting me know it was there just didn't get generated. He says he'll send an e-mail to APX, including me on the CC line, asking them to re-route it to my home, and that I should have it within 48 hours. He also provides me with the APX DirecTrace tracking number, 9102112047761501001040, and assigns this customer service interaction case #117469918. A phone call to APX confirms this information. The e-mail promised by Michael never appears. Shipping status of original order: "In Transit", with a note that a tracking number should be available in 48-72 hours.

6 December--a phone call to Kathy at the post office, telephone number (812) 988-2262, reveals that they don't have the package, and furthermore, she tells me, they never did. It's explained to me that pallets are scanned, not individual items, and if they got the pallet on which the laptop was supposed to be, plus the manifest, then the tracking system would show that the item was "accepted" regardless of whether or not the individual shipment was present. Amanda at APX (telephone number 888-335-5744) confirms that the post office only got the manifest, and that the original shipment is lost. She tells me all I can do is call Dell and ask for a replacement. I call Dell Customer Service again, explain the situation, and ask for a supervisor. Rita tells me that one will call me back later in the evening, and gives me case #118861175. I never receive a call back. Shipping status of original order: "In Transit", with a note that a tracking number should be available in 48-72 hours.

7 December--At 2:25pm, I call Dell Customer Service again and ask for a supervisor. Cathy, id# 56765, tells me one will call me back within two to three hours. At 5:39pm, having not gotten a call back, I call again. Elisa (who did not provide an id#) says she will transfer me to a supervisor. An hour and fifteen minutes later, I'm still on hold. I hang up and call again. Finally I am connected to a supervisor named Jacquelyn, to whom I tell this entire story. She says that the severity of error leaves her speechless. All she can do, she says, is refund my money--for whatever reason (this is not explained) a replacement is simply not possible, so she will credit me for the full amount and I can place a new order once that occurs. She assures me that she will put that through that evening, and that in 5 business days maximum, I will see the money back in my checking account. She further assures me that I will not need to call again. She gives me case #118861175. Shipping status of original order: "In Transit", with a note that a tracking number should be available in 48-72 hours.

8 December (today)--I receive an e-mail from Dell confirming that a credit has been processed—for $24.00. This appears to represent the original shipping charges. A further phone call to Dell Customer Service and a conversation with Binny, id #98303, reveals that Jacquelyn put through a credit request for the full amount, but that it cannot be honored until the machine is recovered, and that even then it will take 7-10 business days for it to be processed. "I don't know why you were told what you were told," she says. I explain that APX told me that the package was lost, which is why the problem exists in the first place. Binny calls APX, who tells her that the machine is on its way back to Dell. She then tells me she will e-mail me as soon as it has arrived, and will do so again when the credit has been processed. As with Jacquelyn, Binny assures me I will not need to call again. This gets added to case # 118861175. A phone call to APX on my part connects me to Gloria, who says that their system still shows the package as having been "accepted" at the post office, confirms again that it's lost, and knows nothing about the package being on its way back to Dell or any phone call from Binny. Shipping status of original order: "In Transit", with a note that a tracking number should be available in 48-72 hours.

Mr. Dell, I'm afraid I have little confidence in the ability of your customer service department to fix my problem at this stage of the game. This has long ago crossed into territory that can only be described as "ridiculous". Therefore, I am writing to you in hopes that you might be able to do something about this. I have had wonderful experiences with Dell in the past, and ordered a Dell laptop this time because the last Dell laptop I ordered was fantastic, and the ordering process was painless. I intend to make another laptop purchase within the next year, and the resolution of this issue will have a significant impact on how I make this future buying decision.

The bottom line, Mr. Dell, is that Dell Computer has $2,180.54 of my money for a laptop I've never seen and don't know if I will ever see—and I can't seem to get anybody in your customer service department to care or do anything about it. I have been apologized to several times in the last twelve days, but it would appear that no effective action has been taken. I simply don't understand.

Please, Mr. Dell, help restore my confidence in your company.

Sincerely,

Richard Barrett
1610 E. 1st St.
Bloomington, IN 47401
(812) 219-0286
richardtenor@gmail.com

Now, Mr. Dell, I really wish I didn't have more to tell you. Sadly, I do.

On Friday, I called Kathy at the Nashville, IN post office again to ask if she could send me a letter stating in writing her stance that they don't have the package and never did. She agreed to do so. I then called APX (http://www.shipapx.com) again to ask why, if they agree the package has been lost, they don't update the shipping status to "lost" rather than leaving it as "accepted". Speaking with Amanda again, she said that "lost" cannot exist as an official shipping status. I pointed out that because of this, every time I talk to Dell Customer Service, I have to re-convince them that the laptop is indeed lost. Then I get an apology and an assurance of action--only to have the action cancelled because when it gets looked up, the tracking system says it's at the post office, and I'm back at square one. Amanda acknowledged that Dell doesn't want to hear me say it's lost, that they need APX to acknowledge that it is lost--"Ask for a conference call with you on the line the next time you call them," she suggested. In the meantime, she said, she'd initiate a warehouse search at the originating warehouse in Clayton, OH, and see if it turned up anything. She said she'd call me before close of business on Friday.

She didn't.

I then went to Key Bank and asked what my options were under these circumstances, given that I placed the order on a debit card rather than a credit card. I was told that I could certainly dispute the charge, and that they would essentially tell Dell, produce his laptop or we're taking the money back. "I'm guessing they won't want us to do that, and that this will get resolved pretty quickly," I was told. I'm waiting for the forms to arrive.

Today I tried calling APX again to try to follow up on the warehouse search Amanda said she'd initiate. I got Gloria again, who despite agreeing with me before that the package had been lost, now said that the shipping status of "acceptance" reflects a physical scan on the part of the post office, so it has to be there. "No," I replied. "What the post office told me is that they got the manifest and scanned the pallet the package was supposed to be on--that they don't scan the original item itself. And when I talked to you last, you agreed that that was the likely scenario."

"I'll transfer you to Amanda," was her response.

I waited on hold for Amanda for a couple of minutes. Gloria came back and said, "Can I take your number and have her call you back?"

"I'll wait," I said.

"You'll wait?" she asked, sounding a bit confused.

"Yes. The last time I did that I didn't get a call back. So I'll wait."

"Well, sir, I can't let you do that, because there's just the two of us, and I can't transfer you to her because her line's busy. I'll make sure she calls you back."

That was four hours ago. I still haven't received a call back. I tried calling again a half hour ago, and Amanda was on another line. Again, my number was taken. Again, I'm waiting.

Mr. Dell, I have to tell you, I'm getting ready to file complaints with the attorneys general of California (APX's home state) and Texas (Dell's home state). When I call Dell Customer Service, I'm effectively told they can't do anything because the tracking system still shows it as being out there somewhere, and until they have a recoverable package, they can't (or won't) do anything for me. When I call APX, I'm told it should be at the post office. When I call the post office, they tell me they don't have it and refer me back to APX. When I subsequently call APX, I'm told that all they can do is tell me to call Dell and ask for a replacement. When I do that, the whole cycle starts all over again. I'm satisfied with the post office's response--which leaves Dell and APX, neither of whom seems terribly interested in taking responsibility for this situation in which I am stuck.

And that situation is, in summary: Dell Computer still has almost $2,200 of my money for a laptop of which I thus far cannot confirm the existence.

Shipping status of original order: "In Transit", with a note that a tracking number should be available in 48-72 hours.

Mr. Dell, I look forward to hearing from you.

Richard