Here I present the series of emails between Dell and yours truly, but first, some background:

We have been planning to get a laptop for some time now. Late last week there were some coupons on FW for as much as 35% off Dell's Inspiron line of laptops sold through their home division. Since they weren't set to expire until 4/7, I didn't hurry to finalize my desired configuration.

However, when I was finally ready to order (Monday night), the coupon was invalid. After waiting on hold for quite a while, then being transferred to wait on hold even longer, I was connected to a CSR who told me that the coupon was limited to 4,000 uses, and there was nothing she could do to help. I asked for a supervisor, was transferred to an automated system that, after pressing lots of buttons, told me no one was around to take my call.

So I sent a very angry letter to Dell. The response was quite nice - it sounded sympathetic, but I was told that the writer couldn't help because his/her department only deals with purchases that have already been made.

When a 30% off coupon came out Tuesday morning, I figured it was close enough to warrant ordering, but that I'd turn the table on the games Dell was playing with me. I wrote back, having ordered, requesting resolution. After later sending them my Order # they sent me a $35 off coupon, for a future purchase. Given the fact that the price difference between the 30% and 35% coupons was greater than $35, plus the fact that it didn't take into account my anger, frustration, and time, and more importantly, that I probably won't be buying another computer from them within the next 6 months (before it expires), I still wasn't satisfied. So I told them so in yet another email. I even threatened that if the matter isn't resolved to my liking, I may just send the computer back!

From: "David Wallach"
To: Dell
Sent: Monday, April 04, 2005 11:45 PM

I am really frustrated!!! I found out about the 35% off Inspiron notebooks coupon last week, and started looking at configurations. Since the coupon wasn't set to expire until 4/7, I took my time configuring a computer to suit my needs and get the best value. I finally was set to order, only to find out that the coupon is now invalid!

I called Dell to find out why, had to wait on hold only to be transferred, then I was on hold an even longer time! When it was finally picked up, the CSR was able to look up the info on the coupon, told me there was a 4,000 use limit, and that she couldn't help me. I asked for a supervisor, was transferred to an automated system that eventually informed me that no one was available at this hour to take my call.

I invested a lot of time in selecting a computer I would really get a lot of use out of. I was really excited about placing my order. But now Dell has really ruined that for me! I am tremendously upset with Dell right now. This non-sense of limiting a coupon based on usage is really ridiculous! It cost me a tremendous amount of time, wasted now because the configuration time and hold time on the phone was all for nothing!

I cannot express to you how angry I feel right now, but just know that I will be sharing my feelings with my family and friends.

I understand that Dell is a huge corporation, but it doesn't give you the right to step on the little guy. I really hope you find a way to rectify this situation, because in the interim, I really feel used and abused!

-David

From:Dell
To: David Wallach
Date: Tuesday, April 05, 2005 5:26 AM

Dear Mr. Wallach,

Thank you for contacting Dell Online Customer Care.

I have reviewed your issue in detail and show that you are looking forward to purchase an Inspiron.

Please understand that we at Dell Customer Care we handle all post sales logistics and other customer satisfaction issues and do not have detailed product and pricing information. Therefore we are unable to provide you complete information regarding configuration suitability for the system that you are looking for.

Please contact our sales department for detailed pricing and product information at:

1-800-915-3355

A representative will gladly assist you in placing an order for a system suiting your needs. Moreover they shall also be able to provide comprehensive assistance with payment options, ongoing promotions and any discount structures available in the segment.

If you have any further questions or concerns, please contact us at

www.dellcustomercare.com

Thank you for contacting Dell and have a nice day.

Respectfully,

Rajarshi

From: David Wallach
To: Dell
Sent: Tuesday, April 05, 2005 4:55 PM

1) I find it really frustrating to be sent in circles. I have called Dell numerous times, I have been transferred and passed off from one representative to another, all to no avail! Your customer service is terrible. Despite this, I tried the number below, went in more circles with the terrible automated system, and was not able to reach a human.

2) As I needed the computer, I have placed an order, despite my anger toward Dell. Now that I have placed an order ... and your department deals with "all post sales logistics and other customer satisfaction issues," maybe you could do something to make up for my substantial dissatisfaction with Dell.

I haven't received my order number yet, but if you need it, let me know, and I'll send it as soon as I get it. The order was placed using this email address.

Thanks,
David, A very frustrated customer

From: Dell
To: David Wallach
Sent: Tuesday, April 05, 2005 7:47 PM

Dear Mr. Wallach,

Thank you for contacting Dell Online Customer Care.

I sincerely apologize, but I am unable to locate your account with the information that was provided. In order to better assist you, please provide me one of the following pieces of information, so that I may access your account:
Customer number
Order number

I assure you that once I have the above-mentioned information, I will try my best to resolve your issue to your complete satisfaction.

Thank you for giving me the opportunity to assist you.

If you have any further questions or concerns, please visit the following website to contact us:

www.DellCustomerCare.com

Thank you for contacting Dell Online Customer Care and have a nice day.

Respectfully,

Manish

From: David Wallach
To: Dell
Sent: Tuesday, April 05, 2005 7:52 PM

Customer Number: #########
Order Number: #########

Thanks,
-David

From: Dell
To: David Wallach
Sent: Wednesday, April 06, 2005 12:24 AM

Dear Mr.Wallach,

Thank you for choosing Dell Online Customer Care.

Please accept my sincere apologies for the inconvenience this matter has caused. I truly regret that we were not able to provide you with an experience that was completely satisfactory to you. While I realize that only our future interactions can restore your complete confidence in us, I want to assure you that your experience was unusual and is not indicative of the quality service Dell is capable of providing. Dell's intention is to provide our customers with the best products and customer experience that is both satisfying and enjoyable.

I undertsand from your email that you have not received the order number for your new Inspiron6000 order.However,inorder to resolve your issue I am sending you the copy of the order confirmation as an attachment to this email.I hope this will resolve your issue.

We were sorry to learn of your unsatisfactory experience with Dell, and hope you will accept the below coupon along with our sincerest apologies.
The value of your concession coupon is: $35.00
Your concession coupon code is: ##############

Please note that this offer is valid for new U.S. online purchases through the Dell Home & Home Office site only. Your coupon must be redeemed within 6 months of being issued, and may be combined with other select offers or discounts. Once again, we apologize for the experience you've had and will work to do better in the future. We look forward to earning your business again,

Your case number for this interaction is ########## .

I sincerely appreciate your taking the time to share your experience with us. Your comments are very important to us and will assist in making improvements. Thank you for contacting Dell Online Customer Care.on and also work on making improvements.

Once again, I apologize and I truly regret any inconvenience or frustration this matter may have caused. We value you as our customer, and your satisfaction is very important to us. If you have any further questions or concerns, please do not hesitate to contact us.

If you have any further queries please reply to this mail or please feel free visit us at

www.dellcustomercare.com

Respectfully,

Shraddha

From: David Wallach
To: Dell
Sent: Wednesday, April 06, 2005 1:20 AM

I do NOT find this to be satisfactory for two reasons:

1) A $35 coupon in no way makes up for the nearly $100 difference in price that I lost, plus all of the time wasted and frustration I experienced.

2) The coupon you sent appears to valid for future uses, but I don't buy computers all that often, so the odds of me getting *any* value out of a coupon are pretty low.

This was a poor marketing ploy (trying to garner future sales) masked as an attempt to regain my confidence!

If this issue cannot be properly resolved to my satisfaction, I may need to send the computer back.

-David,
*Still* a very frustrated customer

From: Dell
To: David Wallach
Sent: Wednesday, April 06, 2005 2:02 AM

Dear Mr.Wallach,

Thank you for reply.

I apologize for any inconvenience caused.Mr.Wallach, Dell changes it promotions on an on-going basis since different promotions appeal to different customers. There is no policy to publish 'start' and 'end' dates of promotions that are offered on our web page. Promo's change frequently and without warning. You have to place your order while the promotion is offered and it must be listed on your order to receive it.

However, we do valued your satisfaction and in appreciation of you being our valued customer, I request you to be patient and get back to me once you receive the order and I will refund you the $100.00 which is the difference in the amount.

Your case number for this interaction is ######### .

If you have any further queries please reply to this mail or please feel free visit us at

www.dellcustomercare.com

Respectfully,

Shraddha

From: David Wallach
To: Dell
Sent: Wednesday, April 13, 2005 10:36 PM

I have received my order today. Please issue my $100 credit. Also, I have tried using Dell's online chat, but everytime I do it tells me I am not a home customer! This is very frustrating. Please fix this problem.

-David

From: Dell
To: David Wallach
Sent: Wednesday, April 13, 2005 11:07 PM

Dear Mr.Wallach,

Thank you for choosing Dell Online Customer Care.

I have reviewed your e-mail and understand that you wish to avail the $100.00 refund promised .I understand from your email that you have received the order .As per the commitment given away by me in your last e-mail, I have generated a refund request for $100.00.

Also, I have submitted a request with our financial department for an approval for the same amount. We are working on your credit and request you to allow 5-7 business days to apply the refund to your original mode of payment.

Your case number for this interaction is ######### and the reference number for the refund towards the order is ######### . Please retain this information for future references.

At any point if you need my help, please do not hesitate to contact me by replying to this email. I will be glad to assist you further until the issue is resolved and wish to see a happy Dell?s preferred customer in you.

If you have any other questions or concerns, please feel free to contact Dell Customer Care at:

www.DellCustomerCare.com

Again, thank you for choosing Dell Online Customer Care. Have a nice day.

Respectfully,

Shraddha

From: David Wallach
To: Dell
Sent: Thursday, April 14, 2005 1:06 AM

Thank you for processing my refund.

If you "wish to see a happy Dell?s preferred customer in [me]," try answering all of my requests. In my last email, I complained that when I try to use the Dell chat, it claims that I am not a Dell Home customer. Please have this problem fixed.

-David

From: Dell
To: David Wallach
Sent: Thursday, April 14, 2005 3:46 AM

Dear Mr.Wallach,

Thank you for your reply.

I apologize that our customer care chat interface was not able to recognize your customer number correctly. This might be a temporary site issue. However, you can still chat with our representatives using one of the other fields in the form. Please fill in your phone number in the ?Phone Number? field and leave the ?Customer Number? field blank. This would enable you to log into Customer Care Chat.

Thank you for giving me the opportunity to assist you. Your case number for this interaction is ##########. Please keep this number for your records; it will help us keep track of this issue so we can better assist you if you have any further questions or concerns about your issue.

If you have any further questions or concerns please visit us at:

www.dellcustomercare.com

Thank you for contacting Dell Online Customer Care.

Have a wonderful day.

Respectfully,

Shraddha