Company information:
Dell Computers
United States
dell.com
Please read below!
This is my reply to their uncaring response.
This is the response I get from Dell after explaining my problem. Surely you can reference my dell account number that I filled in or my name and address but since you can't my customer number is xxxxxxxx, xxxxxxxxxxx equipment sales.
wouldn't a call have been more appropiate? This is the lack of customer concern I am complaining about.
Dear John D Moore,
Thank you for contacting Dell Online Customer Care.
To protect your data privacy, we require a Dell identification number. This can be
found on any communication you have received regarding this order.
A Dell identification number can be an order number, customer number, service tag
number, express service code number, case number, or DPS number. I would request you
to provide the name on the account as it appears on the original order documents.
Please get back in touch with us once you have located this information and we will
be glad to assist you.
Sincerely,
xxxxxx xxxxxxxx
Rep ID xxxxxxx
Dell Online Customer Care
http://support.dell.com
When corresponding with Dell, please include your order or customer reference number.
Original Message Follows:
------------------------
* * * PLEASE DO NOT CHANGE THE SUBJECT WHEN REPLYING * * *
*** This is a feedback Message from the Dell Online Communications Center. ***
******************************************************************
Customer Information:
***********************************************
Requesting Organization(Empty for DHS) =
Name = xxxxx
Customer Number = xxxxxxxxxxxxxxxxxx
Requestor E-Mail =xxxxxxxxx
Contact Phone =731-xxx-xxxx
Service Tag =
Case Number =
Order Number =
Issue Category = Other Question not listed
Year Of Birth = NA
***********************************************
Ship To Address:, -
Bill To Address : xxxxx blvd
jackson, TN 38301-
***********************************************
Problem Description:
20th January 2009 Letter to Dell computers concerning a very unfruitful and
disappointing Christmas for my daughter Rebecca.
To whom it may concern:
I ordered my daughter Rebecca a laptop for Christmas with a protective sleeve. I
received the sleave within a few days. Her laptop, is however, a different story.
Dell sends me a delay notice, and I assume it's just the holidays and I prefer dell
computers, so no big deal, I'm in business and delays happen. I tell my daughter
it's on its way and not to worry. Today is the 20th of January and when I call, I
find out my order is canceled due to a credit hold according to customer service,
who refers me to the credit department. The credit department doesn't know what I'm
talking about and that my account is fine with a balance of $21.84 and an available
balance of $4, 333.82(out of $5, 000.00) and is very willing to transfer me back to
sales so I can reorder the laptop that I DID NOT CANCEL. This is rediculous! I
have had to cover for your company(DELL) to my daughter for a month telling her
everybody is busy and delays happen, but the lack of concern is unbelievable. I
received the bill for the sleave but did anyone wonder what was suppose to go in the
protective sleave? No! You deducted the amount of the laptop from my available
credit and You canceled my order for no reason and no reason was sent or stated
anywhere on the email(it did say it was reordered but I had to search for that by
checking the additional orders link, but customer service said it was on hold??? and
the credit department said it was canceled???). If I had not called then I would
still be making excuses for Dell to my daughter, who wonders why she was left out at
christmas. This may not be important to Dell but as a father it is very heart
breaking to know that your company is aware that these could be christmas gifts and
you would figure that somebody would take a little special care at this time of the
year. Times are tough and this was her only gift and now that I just told her the
truth, well you can only imagine how I and especially she feels, oh wait, you
propably can't because if you did I would have gotten a notice of regrets and not a
cancelation of order on a delayed notice. Delayed means; on it's way, NOT
CANCELLED. I just thought I would outline this fact for the person who sent the
email. I thought I was a valued customer, but I'm sure now that other people live
by this same illusion.
I have not used any other brand since my first Dell that I purchased. I have
never had many technical issues and love the product. I have 7 Dell computers at my office and I know of at least 10 at our other associated offices. I have defended your product against recommendations of HP, gateway, toshiba and others and have always remained faithful. I find the above facts an outrage considering the current facts at hand. The economy is
rough enough for small businesses and families without large companies deciding to be inconsiderate at christmas. I assume this was an over sight, but really, you remembered my bill.
I have not decided whether I will continue to use the Dell product, I like it but feel that it has lost the respect for it's customers who support it so well.
