back to Dell again

it's actually after 3am and laundry continues, but you'll have to find the other entry written before this one to understand the concept of time as it is experienced during the writing of tonight's blog entry... meaningless, as usual, so do it for fun or forget it, as you wish...

meanwhile, in the latest installment of what may turn into a best selling book called travels with dell or something like that based on the wide assortment of published stuff filling book racks in this world, I received a few more emails from a few more Dell case managers and again they apologized profusely, reassured me that my experience is not up to Dell standards, and stated they would like to resolve the problem and satisfy me, the potential customer...

the Dell people appear polite for the most part, however something is very wrong with internal communication at Dell as they still haven't called [me] to resolve the issue and they still have a snafu in the return merchandise process... first, they sent yet another electronic mailing label... then i received a second email that appeared computer generated and once again, had the address incomplete...

simply, i still have the partial order i don't need without the complete order and the order, which smells of bait-and-switch tactics that Dell is being sued about by the New York State attorney general, is yet unresolved.... the previous Dell entry has a lot of links at the end about Dell in case you are curious or are considering buying a Dell product)… and this is where it began…

so what follows is my latest response in the hope they might fix what's wrong and perhaps actually give me a deal on a laptop or two that will leave me feeling all the time and effort i expended to help Dell satisfy me might be worth it... how do i get myself into these situations, anyway?... ah yes, trying to help people...

Hello . . .,

I appreciate you trying to help, but as I've stated to two prior Dell representatives, I do not have a printer. I requested a return label to be mailed to my address by post me in my prior correspondence. That did not happen. I was informed in an email from Dell that arrangements will be made to have the package picked up by UPS. That did not happen. Wait, I just received another email from Dell.

I also was told a Dell manager will be calling me to resolve to issue of the laptop that never arrived in a previous correspondence and that did not happen.

Referring to the first paragraph again, I now have yet another email from Dell Customer service that arrived after this one from you. It appears automated and contains errors. It tells me that UPS will attempt to pick up the package.

The error: Unfortunately, as Dell did with the original shipment, Dell did not use the complete shipping address that I entered on the Dell website and was confirmed in the order acknowledgement email I received from Dell. The apartment number is Apt 621. DHL had to call me to find out the apartment number. I expect UPS may have to do the same.

I can send you the original confirmation email if you doubt the shipping address was entered correctly on the website and acknowledged by Dell. I am not sure why the Shipping Address is not being used when shipping or picking up merchandise, but it is something you should look into as it's a repeated error that makes more work for shipping companies, inconveniences customers, and delays order arrivals.

Ironically, at work I am considering approving an order for a new desktop system for my use and my IT manager brought the specs and price from the Dell representative as our Dell contract is not up for renewal until next year. Perhaps I am holding out hope that Dell might still come through with the laptop that I ordered for my daughter via Dell's website and the second laptop I was considering purchasing for myself.

Lastly, I appreciate you forwarding my emails to management. I seriously wonder if anyone reads them. Or is doing any real managing.

I would appreciate even more the call Dell said I would receive back in November to resolve the laptop order Dell "lost" and an actual effort on Dell's part to resolve that laptop order that went awry.

Though at this point I question whether any deal Dell can offer is worth the time I've given trying to resolve this Dell website error, email tag confusion, and aggravation this Dell experience has caused in my family.

I hope your day goes better than my Dell experience has so far.

fascinating, isn’t it?... maybe they'll give me two laptops for the price of one and i'll go out singing the praises of how Dell is genuinely trying to resolve their internal mess and actually start providing good customer service through fair business practices… heck, i'd even testify for them in New York if they do that and pay for the trip… yeah, i'm a cheap date…

stay amused, errrr, i mean, stay tuned :)