Here I present the series of emails between Dell and yours truly.
From: "David Wallach"
Sent: 10 Oct 03 08:15
To: <xSP_US_ABU_CustomerCare_BSD@dell.com>
I ordered the Western Digital 200 GB harddrive on 9/26, and found out from the Dell Community Forum that the two $100 rebates will be honored, and
that these orders will be shipping. However, my order status still shows "InProduction", and lists the HD as "delayed". Any idea when the order will
be shipping?
Thanks,
-David
From: <US_ABU_CustomerCare_BSD@dell.com>
To: David Wallach
Date: Fri 10 Oct 2003 09:16:41 CDT
Dear David,
Thank you for contacting Dell Online Customer Care.
I apologize for any inconvenience this issue may have caused.
Please be advised that you have reached the Dell Online Customer Service department for Small Business Division. Because your
account is with another department, I am unable to access the
necessary files to assist with this request. With this in mind, I have forwarded your request to the correct department and you
will receive a reply to your request shortly.
Once again, I apologize and truly regret any inconvenience this
matter may have caused. We value you as our customer and your
satisfaction is very important to us.
In the future, please visit the following URL for customer service requests: www.dellcustomercare.com
Be advised that the above-mentioned web site creates a cookie
(Temporary Internet File) on your system when you visit the above-mentioned web site. You may have clicked
'Small Business Division'
in your first visit. Subsequent visits to www.dellcustomercare.com
will be automatically redirect you to the 'Small Business' segment
of our web site.
In order to correct this situation, you will need to delete the cookies from your system. Please visit the following link for
assistance in deleting the cookies from your system: http://support.Microsoft.com/default.aspx?scid=kb;EN-US;q278835
After you have successfully deleted cookies from your system, please visit www.dellcustomercare.com
and click on 'Home and
Home Office'. This will create a cookie on your system, which will automatically redirect you to the
'Home and Home Office' segment in your future visits.
If you need any further assistance in deleting cookies from your
system, please contact Dell Technical Support for best assistance.
We value you as a Dell customer and your satisfaction is important
to us. In our efforts to improve the services we provide, you
may receive a survey requesting your feedback pertaining to the
level of customer service you received via e-mail. Please take a moment of your time to let us know how we are doing as we also
value your feedback.
Thank you for choosing Dell!
Have a wonderful day!
Respectfully,
Jack
From: <csd@dell.com>
To: David Wallach
Sent: Friday, October 10, 2003 10:24 AM
Dear Mr. Wallach,
Thank you for choosing Dell Online Customer Care.
I have reviewed your order and show that it is currently in production and is backordered by the manufacturer.
Using your order and customer numbers, you can track the status of your order online at the following URL:
http://support.dell.com/us/en/dellcare/segtopic_ccare_nav_002_ccare.asp
When your order has shipped the name of your shipper and the tracking numbers will be available at the same site.
If there is anything additional that you need, please feel free to visit our online Customer Care Center at:
http://www.DellCustomerCare.com.
Again, thank you for choosing Dell Customer Care.
Respectfully,
Ren
From: David Wallach
To: <uscemcsd1@dell.com>
Sent: 14 Oct 03 08:50
I was wondering if you could provide me with an estimated shipping date.
The website tracking feature still shows 10/1/03, which is obviously incorrect.
Thanks,
-David
From: <dhs_on-line_order@dell.com>
To: David Wallach
Sent: Tuesday, October 14, 2003 10:41 AM
Dear Mr. Wallach,
Thank you for choosing Dell Online Customer Care.
I have reviewed your order and show that it is currently in production and estimated to ship to you on or before October 21, 2003.
Using your order and customer numbers, you can track the status of your order online at the following URL:
http://support.dell.com/us/en/dellcare/segtopic_ccare_nav_002_ccare.asp
When your order has shipped the name of your shipper and the tracking numbers will be available at the same site.
If there is anything additional that you need, please feel free
to visit our online Customer Care Center at: http://www.DellCustomerCare.com.
Again, thank you for choosing Dell Customer Care.
Respectfully,
Ren
From: "David Wallach"
To: "DHS_On-Line_Order" <DHS_On-LineOrder@Dell.com>
Sent: 20 Oct 03 11:49
Thank you for the update.
I received the drive today, however, instead of the "Special Edition"
(which comes with a 3 year warranty), I was shipped the regular model (which
comes with a 1 year warranty).
What can be done with this?
-David
From: <dhs_on-line_order@dell.com>
To: "David Wallach"
Sent: Monday, October 20, 2003 9:06 PM
Dear David,
Thank you for contacting Dell Customer Care.
I apologize for any inconvenience this has caused.
I checked the account and it showed that we shipped out the 200GB Caviar Special
Edition Internal Hard Drive. For the warranty, you can confirm it with the
manufacturer.
We appreciate your patience, and apologize for any inconvenience. Please
feel free to visit our website, www.dellcustomercare.com,
if you require anything further.
Thank you and have a good day.
Respectfully,
Holly
From: "David Wallach"
To: "DHS_On-Line_Order" <DHS_On-LineOrder@Dell.com>
Sent: 20 Oct 03 22:19
It doesn't matter to me that the computer says you shipped the "right"
drive, for the following reasons:
1) It's showing that the drive I ordered was the drive shipped - this is the
normal course of things, and wouldn't account for accidental (or intentional)
product substitution.
2) Unlike you, I have the convenience of having the product in my hands.
No where on the label does it say anything about being the "Special
Edition," it has only a 1-year (instead of the 3-year) warranty, and it
clearly doesn't contain the ATA controller card that was advertised as part of
the "Special Edition Kit" from Western Digital at the time the order
was placed.
I do not know if this is simply the wrong package, or if Western Digital has
changed the specifications of this part number (WD2000JBTRL). While they
have the right to do so, Dell has a responsibility to deliver an item as
advertised. This drive was ordered back in September, and Dell advertised
it as "Usually Ships: Same Day." While a few weeks delay in most
markets doesn't mean much (a book that costs $20 today will probably cost $20 in
a few weeks), in technology it makes a huge difference. Dell knows this,
and built their company on this model (selling computers before building them).
Imagine if people placed orders for computers, only to have them delivered a year later - they would be worth 1/4 as much (at best), and the customers
would be irate! Luckily I have not been in a rush for this drive, but the runaround
I have gotten has been unbelievable! However, the fact that as things
currently stand, I am losing out on $65 does matter to me. The ATA card
(not included with the drive shipped to me) is valued at $50, and Western
Digital charges $15 to upgrade from a 1-year warranty to a 3-year
warranty. If Dell cannot replace the incorrect drive they shipped, I
expect to be compensated in full!
-David
From: <dhs_on-line_order@dell.com>
To: "David Wallach"
Sent: Tuesday, October 21, 2003 7:59 AM
Dear Mr. Wallach,
Thank you for choosing Dell Online Customer Care.
I apologize for any inconvenience this issue may have caused.
In order to verify if that is the wrong item sent, please contact:
Software and Peripheral Sales: 1-800-449-3355 Extension: 63805
They can properly assist you with this concern.
In any case that you received an incorrect item. We will then process a credit
return transaction for you as well as a pick up from Airborne Express.
We appreciate your patience, and apologize for any inconvenience.
If there is anything additional that you need, please feel free to visit our
online Customer Care Center at: http://www.DellCustomerCare.com.
Again, thank you for choosing Dell Customer Care.
Nestor
From: "David Wallach"
To: "DHS_On-Line_Order" <DHS_On-LineOrder@Dell.com>
Sent: 23 Oct 03 23:59
While I have resolved the warranty issue with Western Digital, the fact that the
drive Dell shipped did not include the ADVERTISED "Free ATA Controller Card
($50 value) remains. The issue is not that the wrong item was shipped, per
se (I ordered a 200 GB HD, and I got it). The problem is that the
particular packaging of the HD was advertised on your site (Special Edition
Retail Kit) as including a Free ATA Controller Card (value $50). The drive
that was shipped was not labeled Special Edition, and did not include such a
controller card.
At this point, Dell is in a position of having falsely advertised a product. I
expect this situation to be resolved immediately. The simplest route would
be for Dell to send me an ATA Controller card.
Finally, I'd like to point out that this item was purchased during a rebate
period, and if I need to return it in order to do an exchange, I will lose my eligibility
for the rebate.
I am awaiting your response.
Thanks,
-David
From: <dhs_on-line_order@dell.com>
To: "David Wallach"
Sent: Friday, October 24, 2003 12:45 AM
Dear Mr. Wallach,
Thank you for choosing Dell Online Customer Care.
I apologize for any inconvenience this issue may have caused.
I will request for that part to be sent to you. The delivery estimate is in 3-7
business days depnding on it's availability.
The reference number is XXXXXXXXX.
We appreciate your patience, and apologize for any inconvenience.
If there is anything additional that you need, please feel free to visit our
online Customer Care Center at: http://www.DellCustomerCare.com.
Again, thank you for choosing Dell Customer Care.
Sincerely,
Nestor
From: "David Wallach"
To: "DHS_On-Line_Order" <DHS_On-LineOrder@Dell.com>
Sent: 27 Oct 03 07:37
Thank you for your help. Could you provide me with the order number for
this controller card?
Thanks,
-David
From: <dhs_on-line_order@dell.com>
To: "David Wallach"
Sent: Friday, October 24, 2003 12:45 AM
Dear Mr. Wallach,
Thank you for contacting Dell Online Support.
Please be advised that the request to send you the controller card is still
being processed. It will estimately ship within 10 business days.
Should there be any other concerns, please feel free to visit www.DellCustomerCare.com.
Thank you and have a great day!
Respectfully,
Rose
From: "David Wallach"
To: "DHS_On-Line_Order" <DHS_On-LineOrder@Dell.com>
Sent: 27 Oct 03 07:48
In one of my earlier emails, I suggested Dell refund the "$50 value"
of the ATA card. When I was told I would be shipped a replacement, that
sounded OK, but a friend of mine who also ordered this HD and also didn't get
the ATA Controller card told me that the CSR he was dealing with is refunding
his account $50. I'd rather get a refund, too!
Please do what you can.
Thanks,
-David
From: <dhs_on-line_order@dell.com>
To: "David Wallach"
Sent: Monday, October 27, 2003 9:42 AM
Dear Mr. Wallach,
Thank you for contacting Dell Online Customer Care.
I have cancelled the replacement and issued a credit for the $50.
The Credit Reference number for this transaction is XXXXXXXXX.
This credit will be applied to your Mastercard within the next two billing
statements.
You can view the status of your credit at the following URL:
http://support.dell.com/us/en/checkstatus.asp
If there is anything additional that you need, please feel free to visit our
online Customer Care Center at: http://www.DellCustomerCare.com.
Again, thank you for choosing Dell Customer Care.
Respectfully,
Lani
From: "David Wallach"
To: xAMB-csd@dell.com
Sent: 27 Oct 03 21:30
======BEGIN CREDIT STATUS REQUEST======
First name: David
MI:
Last name: Wallach
Email address:
Street address 1: XXX XXXth Street
Street address 2:
City: flushing
State: NY
Zip code: 11367
Zip code extension:
Phone number: XXX-XXX-XXXX
Phone number extension:
Order number: XXXXXXXXX
======END CREDIT STATUS REQUEST======
From: <csd@dell.com>
To: "David Wallach"
Sent: Monday, October 27, 2003 10:31 PM
Dear Valued Customer,
Thank you for contacting Dell's Customer Care Center. This message is
being sent to let you know we received your request for assistance. We value you
as our customer and your satisfaction is important to us. We are working
24 hours a day, 7 days a week, to answer customer inquiries. A Customer
Service Representative normally responds to email inquiries within one business
day (6-12 Hours).
Sincerely,
Dell Customer Care
From: <csd@dell.com>
To: "David Wallach"
Sent: Tuesday, October 28, 2003 12:27 AM
Dear Mr. Wallach,
Thank you for contacting Dell Customer Care.
I apologize and truly regret for any inconvenience or frustration this matter
may have caused
You have reached Dell's Online Customer Service department for Home and Home
Office orders. Because your account is with the Public department, I am
unable to access the necessary files
to assist with this request. With this in mind, I have forwarded your
request to that department and you will receive a reply to your request shortly.
I am providing you the contact phone number for the public department so that
you may contact them for future reference:
1-800-981-3355 Extension: 69006
In the future, please visit the following URL for customer service requests:
www.dell.com/public-ecare
If you are unable to find the resolution to your concern, please click the
'Issue not listed' at the bottom left and complete the form. Again, thank
you for choosing Dell Customer Care.
Once again I apologize for the inconvenience caused. We value you as our
customer and your satisfaction is very important to us.
Thank you for your patience and understanding. They are both greatly
appreciated.
Thank you for contacting Dell and have a nice day.
Respectfully,
Steve
From: <csd@dell.com>
To: "David Wallach"
Sent: Tuesday, October 28, 2003 12:28 AM
Dear Mr. Wallach,
Thank you for contacting Dell's Online Consmer Customer Care.
You have reached Dell's Online Customer Service department for Home and Home Office orders. Because your account is with Public
department, I am unable to access the necessary files to assist with this request. With this in mind, I have forwarded your request
to that department and you will receive a reply to your request
shortly.
In the future, please visit the following URL for customer service
requests:
http://www.dell.com/us/en/slg/default.htm
800-981-3355 Ext: 68393
Again, thank you for choosing Dell Customer Care. Thank you for your patience and understanding. They are both greatly appreciated
If you have any further questions or concerns, please visit us at:
www.DellCustomerCare.com
Respectfully,
Janice
From: <US_ABU_CustomerCare_ATG@dell.com>
To: "David Wallach"
Sent: Tuesday, October 28, 2003 9:54 AM
Dear Mr. Wallach,
Thank you for contacting Dell Online Customer Care.
Dell records reflect that a request has been initiated under reference number
XXXXXXXXX to credit you $ 50.00. The request was initiated on 10-27-03.
Credit will be applied to original form of payment within 10 to 15 business
days. If a credit card was used for purchase, please allow up to one
billing cycle for the credit to be posted to your account.
We value you as a Dell customer and your satisfaction is important to us.
In our efforts to improve the services we provide, you may receive a survey
requesting your feedback pertaining to the level of customer service you
received via e-mail. Please take a moment of your time to let us know how
we are doing as we also value your feedback.
If you have any further questions or concerns, please do not hesitate to contact
us at www.dell.com/public-ecare.
Thank you for choosing Dell and have a wonderful day !
Respectfully,
Patrick