Email to Michael Dell

I actually recieved a call from Dell today informing me that Michael Dell had read the email and has asked this case get reviewed. Being the weekend not much information was forthcomming but rather just a "we're here and we're looking into it" type call. The guy was one of the few really friendly people I've spoken to at Dell and the rest need to model him. I was also told that if you recieve a extension from Dell to call a specific person, the first two digits determine where the location is at and so an extension starting with 72 is in Round Rock, Texas (corporate) and not like the other extensions I had recieved from suppossed corporate team members.

Also it seems the reason the units are being delayed are for a multitude of reasons. In my case its apparently because they are backordered on LED backlit screens. This having been said another part that is backordered is the 2.0 MP webcam for the non LED backlit screens. I was also told by the employee that the engineers actually stopped production on the line because of some reengineering that was needed on the m1330. I'm assuming they found that something wasn't practical to build after manufacturing started.

I'll update this page with new info whenever I recieve it.

/***** Below is the email I orignally submitted to Dell on July 20th *****/

Dear Michael Dell,

On June 26th, 2007 I ordered 2 notebook computers from your company; one for my dad, the other for myself, with a total of over $5000.

What I had originally hoped would be a simple, pleasant transaction, is becoming a nightmare that is making me seriously consider never buying another Dell machine ever again.

When I called to place my order, it took almost 3 hours to finalize the buy for the 2 notebooks. Then all the hassle really started (summary of conversations follows):

Date	Time	Representative	Badge ID	Extension	Job / Position	Situation
6/27/2007	approx 2000	Manju	881054		unknown	Called to correct some data regarding the finances to process them
						After everything was done, said that I should have units by end of next week, latest being the 6th of July
						Asked Manju to double check since units were originally supposed to be delivered to me by the end of July, but was reassured that it would be then
7/6/2007		Parker	372969		Case Manager	Due to units not being sent out yet, promised to make the shipping method Next Day and was going to expedite the order
						Promised to call me on 9th of July with information
7/9/2007	1521	Melissa	947299		Switchboard Operator
	1526	Kurt	507989		Customer Care	Promised 4gb upgrade and extra power brick for laptop
						Can't promise laptop to go out within 24 hours but will promise within 72 hours
						Will check back tomorrow at approx 1400
						Transferred me to Supervisor
	1546	Neomi	90142		Case Manager	Also promised what Kurt said and was going to take personal ownership of case
7/14/2007	1145	Max	935767		Customer Care	Transferred me to Supervisor
	1204	Newbert	912641		Case Manager	Escalated case to Executive Support Team. I told him I want a call within an hour
						Promised to take $300 off each laptop for all the inconveniences
	approx 1500	Sheeba	56767	5376881	Executive Service Team	I was not at home to exact times
						She promised to escalate the order again and call me back on Monday
7/16/2007	1640	Sheeba	56767	5376881	Executive Service Team	Sheeba didn't call back as promised
						Left Voicemail for her to call me back
	1739	Renee	905268		Customer Care	Looked up info about Executive Service Team as to transfer me to another representative in that department
	1755	Tina	98319	5378864	Executive Service Team	Re-escalated order
						She informed me that Sheeba was out of office and that she had left a message on my voicemail awhile ago (double checked but I have no such message)
						Promised a call would come back by 1200 on 7/18
7/18/2007	1200					No call from Sheeba or Tina, waiting for a bit before attempting to get a hold of them
	1525	Sheeba	56767	5376881	Executive Service Team	Sheeba didn't pick up the phone
	1526	Tina	98319	5378864	Executive Service Team	Tina didn't pick up the phone
	1530	Shiavani	890605		Customer Care	Asked to be transferred to her supervisor
						Starts to transfer me after a minute or two
	1554					Still on hold but now no music
	1600					Back on hold, now with music
	1607					Was disconnected from Dell
	1608					Called Dell again, on hold to get to a customer care representative
	1615	Maybillyn	150713		Customer Care	Asked to be transferred to her supervisor
						Keeps asking me to correct information on my account even though I ask to just speak with a supervisor
	1627					Finally get transferred to her supervisor
	1629	Emelie	1127603		Case Manager	She tries to contact Sheeba and Tina per the extensions I was provided, but fails
						Provided me with a case # (169391620)
						She said she would send an email to Sheeba asking her to call me, but will do nothing else
						I ask her to double check on the concessions that Dell has made to me, and she says she see it in the above case #
	1736	Sheeba	56767	5376881	Executive Service Team	Calls me back and basically tells me unit is still not being manufactured due to still not having any LCD's
						I ask her to once again double check on the concessions from Dell, she informs me at first that she sees nothing of this and that no case manager can make this decision
						Decision to give concessions doesn't matter even if it's in the system since it's not Dell's fault that everything backordered per Sheeba, ignoring the fact that Dell kept breaking promises and hence the concessions
						Sheeba then suggested that I was lying about the concessions and said all she would do is escalate it