I don’t like to call out bad customer service that often because the cases are often very time and place specific and mostly it’s a matter of misunderstandings all around. However, this one is too good to pass up. A reader, Blazej (he’s Polish), inexplicably purchased two Precision workstations and two 20-inch monitors from Dell on December 31. He paid extra for quick shipping waited for his items to arrive. The “Ship Fast” configuration should have arrived on 1/5/2011 but instead landed on 1/11/2011. That’s fine, right? A few days didn’t kill anyone. Dell gave him back $235.75 for the Ship Fast option. Then it gets better:
5. Now, we are moving to the issue #2: On 1/17/2011 I have received a solicitation, sent to my email address directly from Dell, and offering 35% discount on the entire combined ordered I placed just two-and-a-half weeks ago! This time Ship Fast was not excluded from the promotion. Therefore, if bought at that discount, I would pay $3,131.79 – an additional $548.46 discount that I find to be quite substantial.
That’s right: Dell sent him a 35% discount on his entire order – two weeks after it shipped. While in some worlds this can be seen as follow-up, in this case it’s kind of insult to injury. It’s obvious that Dell was trying to convince a novice IT person to keep outfitting his or her office with the same gear, but combined with the shipping snafu and the constant refusal to understand the real problem, Blazej understandably became aggrieved. When he tried to return the order
And the best part? The customer service reps kept calling him Blaze, like some sort of American Gladiator.
The order seems to have been stymied and the reader has his gear, but let this be a lesson to you: don’t try to use logic and a paper trail with Dell customer service. You’re asking for trouble.
But here it is again for your convenience:
1. On 12/31/2010 I have placed three orders on a Dell.com website:
a. Order #567639179, for Precision M4500, Fast Track C1, in the amount of $1,869;
b. Order #567639195, for Precision T3500 Base, Fast Track V2.1, in the amount of $ $1,249;
c. Order #567639963, for TWO 20” Dell 200FP Ultra Sharp Flat Panel Monitors, in the amount of $798.
The total price I was charged for was: $3,916.
2. On 1/4/2011 I received an email from Dell stating that Order #567639195 for Precision T3500 has been delayed; Estimated delivery I was given was 1/10/2011, later changed to 1/11/2010. Now, here was my initial problem (issue #1)): the ONLY reason I bought THIS system in a Ship Fast configuration was to have it on time, and that is on 1/5/2011, as it was promised (as that was true for the other Ship Fast order, being Order #567639179 – Precision M4500). By choosing Ship Fast option (for both systems), I gave up 25% discount I was entitled through a promotion code I had. Ship Fast was the excluded from this promotion.
3. Therefore, and because the delay in shipment was a violation of the Ship Fast terms of sale on a Dell’s part, I asked to be reimbursed for the difference that would apply if I bought Precision T3500 not as a Ship Fast, but as a regular Workstation system with the current promotion of 25% off. The difference was $235.75.
4. I received this reimbursement, although for some reason it was applied to as a discount to Order #567639179 – Precision M4500. This order had clearly nothing to do with my issue. With this reduction taken into consideration, the total purchase price I paid for all I bought was down to $3,680.25.
5. Now, we are moving to the issue #2: On 1/17/2011 I have received a solicitation, sent to my email address directly from Dell, and offering 35% discount on the entire combined ordered I placed just two-and-a-half weeks ago! This time Ship Fast was not excluded from the promotion. Therefore, if bought at that discount, I would pay $3,131.79 – an additional $548.46 discount that I find to be quite substantial.
6. The offer to buy at the 35% discount was sent to me again on 1/20/2011. I have been already communicating this to your customer service, asking for the price match.
These are the facts. What remains is the whole extremely unpleasant experience of dealing with your customer service. I am really thinking of making a blog post out of this, and I think it would get me some audience. The last chapter is your “prompt response” (came in today) to my email sent to you on Monday, 1/24, that was the last day I could re-purchase the systems online with the given discount of 35%. But guess what, I have not been sent the proper answer to my question about the restocking charge (asked a few times in a few separate emails), nor have been emailed the proper return labels for my ENTIRE purchase that I clearly indicated I was intending to return.
So now, I guess, I will be stuck with what I have (no reason to return it now if I can no longer buy it back with a discount). Maybe the ads on my website will at least pay me back for the lost time and hope…
And my name is Blazej.
From: US_ABU_CustomerCare_BSD [mailto:US_ABU_CustomerCare_BSD@dell.com]
Sent: Wednesday, January 26, 2011 12:18 PM
To: b@a.com
Subject: Re: DELL CUSTOMER CARE SR# 828817731 CASE MANAGERS EMAIL (KMM120239227I57L0KM)
Hi Blaze,
We have provided you all options. We are just waiting for the return of your Precision M4500 Fast track order. Let me know if this is the wrong order I have understood you returning to us.
Regards,
Ailleen
Original Message Follows:
————————
Ailleen,
It has been my worst customer service experience with DELL ever. Today is
the last day I can take advantage of the 35% discount on the stuff I
purchased from you. You have never gave me the proper explanation that
would reflect ALL the items I purchased, and even when emailing me the
return instructions, you have only addressed Precision M4500 workstation.
I also bought T3500 + 2x 200FP. If I can not receive the price match on
all items, I want to return them all. I need to know I will receive
complete refund for the money I spent, and won’t be charged with any
restocking fees. You have never confirmed that, either. I believe I have
a great case now for the wider audience on why they should be very careful
when doing business with you. Very sad. Please, let me know at your
earliest convenience if there is anything else you can do for me to change
this opinion.
Thanks,
Blazej
On Fri, 21 Jan 2011 13:06:50 -0800, wrote:
> Ailleen,
>
> I have just received your second email regarding the return, but it is
> just
> for PRECISION M4500, FAST TRACK C1 return, omitting PRECISION M3500 FAST
> TRACK & two ULTRA SHARP 2007FP monitors that I have also purchased in the
> same order (actually the monitors were ordered separately but came
> together
> with T3500).
>
> Now I think we have misunderstood each other:
>
> I spent a total of $3,680.25 (+tax) for the whole purchase (including the
> received $235.75 discount that was applied only to M4500 — again,
> incorrectly, for it was T3500 that was delayed).
>
> Now, if I was to re purchase this combined system again, including 35%
off
> offer, I would pay $3,131.79 (+tax), hence the difference of $548.46
> (+tax)
> that i requested to be reimbursed for applies to the WHOLE purchase, and
> not only the M4500.
>
> Maybe this will help you to understand my frustration.
>
> If I can not get the discount I want to return the whole package —
M4500,
> T3500 + 2x 2007FP.
>
> Thank you,
>
> Blazej
>
>
> On Fri, 21 Jan 2011 14:28:48 -0600 (CST), US_ABU_CustomerCare_BSD
> wrote:
>> Hi Blaze,
>>
>> I would understand your option to return instead. I have authorized the
>> return today. Please find below our return instructions. Please be
>> reminded that you will receive a separate email on the drop off waybill,
>> and that credit will only start processing the as soon as the package is
>> received here at our facilities. Jen one of our Resolution Specialist
> will
>> monitor the progress of your return request with us until we have
> completed
>> the process. Also, since we have already provided you credit of 235.75,
>> this will be deducted from the total amount you paid for this order.
>>
>> 1. Please make sure that the item is all boxed up neatly and properly.
>> Please send the item back in its original packaging and please also
> include
>> all items on the original shipment. If the original box is not available
>> anymore, you can use any box as long as it�s sturdy and won�t damage
>> the item. The waybill is neatly attached on top of the box where our
>> Returns Team can clearly see it.
>> 2. Please make sure to write the RMA number 141023326 outside the
> shipping
>> box so our Returns Team would easily identify the item you are
> returning.
>> 3. You are only allowed a maximum of 10days to return the item back to
>> Dell, otherwise, your return request will be closed, and the waybill
> issued
>> will expire.
>> 4. Credit will only start processing after we have received the item
> back
>> here at Dell.
>> 5. Depending on your bank�s bill cutoff date, maximum of days to
> process
>> the credit will be 30days from date of receipt of the item here at Dell.
>> 6. Your return request has been assigned to service request# 828817731
>> 7. A drop off waybill will be sent to you on a separate email, shipping
>> charges back to Dell will be shouldered by us; you would need to drop
> off
>> the package at any nearest UPS outlet in your area. Print out the
> waybill
>> and stick it on top of the box.
>>
>>
>> Regards,
>> Ailleen Moreno
>> SMB Customer Care Case Manager
>> Dell | CSMB Customer Care
>> My work schedule is: 7:00am ? 4:00pm CST Monday to Friday
>>
>>
>>
>>
>>
>> Original Message Follows:
>> ————————
>> It is simply a rip off. The credit I have received was due to YOU being
>> LATE with the promised delivery, as per your Ships Fast offering. You
> have
>> not fulfilled your promise of the next business day shipment and this
>> constituted the breach of terms of sale on YOUR side.
>>
>> Emailing me two separate 35% off offers in a few days following my
>> purchase, and than not being willing to match it, is simply non ethical
> and
>> non professional behavior.
>>
>> I will return the merchandise, won’t buy from you guys again, and warn
> all
>> my friends and colleagues to do the same.
>>
>>
>> Thank you very much for looking so closely into my case. I am sure you
>> have many satisfied customers by treating them accordingly, but you have
>> just lost one (if you even care).
>>
>> PS. I want to make sure I will be reimbursed with the whole amount I
> paid
>> for the merchandise upon returning it (less late delivery concession),
> and
>> not be charged with any re stocking fees. Please, confirm. Also let me
>> know about the return procedure.
>>
>>
>>
>> —–Original Message—–
>> From: US_ABU_CustomerCare_BSD
>> Date: Fri, 21 Jan 2011 09:13:29
>> To:
>> Subject: DELL CUSTOMER CARE SR# 828817731 CASE MANAGERS EMAIL
>> (KMM120051771I57L0KM)
>>
>> Hi Blazej,
>>
>> I am one of the Case Managers here at Dell Customer Care Small and
> Medium
>> Business Segment, and I am sending you this email in response to your
> email
>> below. I see that you were already granted the inital credit of $235.75
>> with your initial email with us last 01/09/2011. Because of this, we
> can
>> no longer grant your second request. In case you have further questions
>> regarding this, you may revert back to your terms and agreement of sale
> in
>> which you agreed upon before buying from us. It is also found at
>> www.dell.com/ .
>>
>>
>> Regards,
>> Ailleen Moreno
>> SMB Customer Care Case Manager
>> Dell | CSMB Customer Care
>>
>> My work schedule is: 7:00am ? 4:00pm CST Monday to Friday
>>
>> For order or replacement status, please click on the link:
>> https://support.dell.com/support/order/status.aspx?c=us&l=en&s=gen
>> For technical issues, please click on the link:
>> http://support.dell.com/support/index.aspx?c=us&l=en&s=gen&~ck=mn
>> For your account in our website, please send an email to
>> global_my_account_admin@dell.com
>>
>> Confidentiality Notice | This e-mail message, including any attachments,
>> is for the sole use of the intended recipient(s) and may contain
>> confidential or proprietary information. Any unauthorized review, use,
>> disclosure or distribution is prohibited. If you are not the intended
>> recipient, immediately contact the sender by reply e-mail and destroy
> all
>> copies of the original message.
>>
>>
>>
>>
>>
>>
>>
>> Original Message Follows: ————————
>>
>>
>> Today I have received a second email (attached), offering me 35% off the
>> systems I have purchased less than three weeks ago at the face value. I
>> again kindly request a price match for the full price difference. If
> you
>> are unable to process this request in your capacity, please forward it
> to
>> your manager. And you are incorrect saying that I have already received
> a
>> partial discount for the price-drop ? this discount was applied due to
> your
>> delivery delay and not meeting the promises of your service (it should
>> have, by the way, been applied to the Precision T3500 workstation, and
> not
>> M4500 that your invoice indicates).
>>
>> This way or another, I have significantly overpaid for the systems I
>> purchased by the exact amount of $585.46+tax, and I do not care about
> you
>> voicing your opinion of whether or not it means a lot to me. I want to
>> keep the systems and not to go into a return and repurchase procedure,
> and
>> I would like to be transfer to the competent people who can address this
>> issue properly. Otherwise I won?t hesitate to voice out my opinion on
> some
>> different forums.
>>
>> Thank you,
>>
>> Blazej
>>
>>
>> From:US_ABU_CustomerCare_BSD [mailto:US_ABU_CustomerCare_BSD@dell.com]
>> Sent: Thursday, January 20, 2011 6:32 PM
>> To: b@a.com
>> Subject: RE: Dell Service Request# 828817731 (KMM120035976I57L0KM)
>>
>>
>> Hello Mr. ,
>> Good afternoon.
>> My name is Jen and I am sending you this email on behalf of my colleague
>> Jaypee. He has been out of the office since yesterday as he is sick.
>> I have read the details of your concern and I understand that it really
>> means a lot to you to get the addditional discount of $585.46+tax.
>> Unfortunately, a discount for a price drop has been issued to you
> already
>> previously as a one-tme courtesy therefore, we are unable to get you
>> another discount as much as we would like to.
>> It is not our intention to make your life miserable but there are
>> situations that are outside of our expectation. If you would really like
> to
>> get the system in the the current promotion that it is offered, we can
>> process a return authorization for you and credit you back your money
> less
>> the $249.90 that was credited to you previously. Please let us know if
> you
>> would like us to send you a return label or if you want us to schedule a
>> pick-up for the item.
>> Thank you.
>> Sincerely,
>> Jenelyn Lipata
>> SMB Customer Care Resolution Expert
>> Dell | CSMB Customer Care
>> My work schedule is: 7:00 am 4:00 pm CST Monday to Friday
>> Customer feedback | How am I doing? Please contact my manager
>> Jing_Aguila@dell.com with any feedback.
>> For order or replacement status, please click on the link:
>> https://support.dell.com/support/order/status.aspx?c=us&l=en&s=gen
>> For technical issues, please click on the link:
>> http://support.dell.com/support/index.aspx?c=us&l=en&s=gen&~ck=mn
>> For your account in our website, please send an email to
>> global_my_account_admin@dell.com
>> Confidentiality Notice | This e-mail message, including any attachments,
>> is for the sole use of the intended recipient(s) and may contain
>> confidential or proprietary information. Any unauthorized review, use,
>> disclosure or distribution is prohibited. If you are not the intended
>> recipient, immediately contact the sender by reply e-mail and destroy
> all
>> copies of the original message.
>>
>> Original Message Follows: ————————
>>
>>
>> Jaypee,
>>
>> First, regarding your ?policies governing my terms of sale?: I believe
>> they have been changed when you emailed me your offer of 35% off of the
>> exact same systems I have just purchased (emailed offer and the screen
>> shots of the potential purchase with the discounts applied are
> attached).
>
>>
>> Secondly, what you called ?impractical? is simply ?illogical? to me:
>> sending the systems I already have back to you and ordering the exact
> same
>> ones to than receive the discount without the problem. You will not
> gain
>> anything from this operation, however, it will make my life miserable by
>> having me ship the merchandise back to you, making me wait for the
> credit
>> to be applied to my account, and finally making me wait again for your
> new
>> shipment to arrive (hopefully on time, as scheduled). None of the other
>> reputable companies I did business with in the past would do such a
> thing
>> to its customer, and I would expect better from DELL.
>>
>> And as a matter of fact, I do even have a little example for you: two
>> months ago I purchased as a Christmas gift a beautiful (and quite
>> expensive) watch from Ashford.com. I received a special discount at the
>> time of purchase ? 10% off for Hamilton brand. Shortly after the watch
> has
>> arrived to my home (within two weeks time, to be exact ? so exactly like
> in
>> my case with DELL), Ashford had it on sale on its website. I have
>> requested a price match and was granted one without any problem ?
> please,
>> see attached correspondence. Now that is what I call a ?Customer
> Service?.
>> I will surely buy from them again, knowing that they will take care of
> me
>> and provide me with the best price they offer their merchandise at.
>>
>> Now, if this is not something your department can handle, I would kindly
>> ask you to direct my request to the appropriate one. And I am sure we
> do
>> not need to go as high up as to Mr. Dell himself.
>>
>> Finally, regarding the first two sentences of your previous note: thank
>> you for your kind understanding of how important the value of the proper
>> cost keeping for any type of business is, and especially for a small
>> business that closely shares its costs with the personal ones of the
> people
>> who run it. Not even mentioning the state of the current economy. And
>> while this $585.46 +tax probably makes no difference to your books, it
>> surely does to mine.
>>
>> Thank you and I look forward to hearing back from you.
>>
>> With regards,
>>
>> Blazej
>> >>
>>
>> From:US_ABU_CustomerCare_BSD [mailto:US_ABU_CustomerCare_BSD@dell.com]
>> Sent: Tuesday, January 18, 2011 3:22 PM
>> To: b@a.com
>> Subject: Re: Dell Service Request# 828817731 (KMM119926046I57L0KM)
>>
>> Mr. ,
>> Please be assured that I could understand your point and the value that
>> you would be saving should the credit be applied. You could trust that I
>> know how important this would be especially for a business. However, we
> are
>> limited and bound by the policies governing your terms of sale. Should
> you
>> decide to return and reorder, I can request a return authorization for
> the
>> full amount of your order minus the amount we have already refunded to
> your
>> account. The credit processing for a return may take 7-10 business days
>> once the product is back at Dell. I can issue you a prepaid return label
> to
>> cover for the complete shipping fee back to Dell. I know that this may
>> sound impractical but there could only be such an amount that we here at
>> customer service could handle. I look forward to your email with your
>> decision regarding the matter.
>> I appreciate your kind understanding.
>> Thanks,
>> Jaypee Alfonso
>> SMB Customer Care Resolution
>> Dell | CSMB Customer Care
>> Office phone number: 800-456-3355 ext 4250549
>> Office Hours: 9:00 AM – 6:00 PM CST
>> Customer feedback | How am I doing? Please contact my manager
>> mailto:Jing_Aguila@dell.com with any feedback.
>> For order or replacement status, please click on the link:
>> https://support.dell.com/support/order/status.aspx?c=us&l=en&s=gen
>> For technical issues, please click on the link:
>> http://support.dell.com/support/index.aspx?c=us&l=en&s=gen&~ck=mn
>> For your account in our website, please send an email to
>> global_my_account_admin@dell.com
>> Confidentiality Notice | This e-mail message, including any attachments,
>> is for the sole use of the intended recipient(s) and may contain
>> confidential or proprietary information. Any unauthorized review, use,
>> disclosure or distribution is prohibited. If you are not the intended
>> recipient, immediately contact the sender by reply e-mail and destroy
> all
>> copies of the original message.
>>
>> Original Message Follows: ————————
>> The difference is too significant. If this really can not be resolved to
>> my advantage (and I find it to be a fair solution, as per your
> offering),
> I
>> will return the merchandise and make the purchase again — this makes
> the
>> only sense to me. Please, advise.
>>
>>
>> From: US_ABU_CustomerCare_BSD
>> Date: Tue, 18 Jan 2011 09:15:10 -0600 (CST)
>> To:
>> Subject: Dell Service Request# 828817731 (KMM119870385I57L0KM)
>>
>> Hi Blaze ,
>> Good morning.
>> It’s good to know that the initial credit we requested for $235.75 has
>> been completed while I was away from the office. I believe that Emmie
> was
>> able to send you a credit invoice for the amount. Regarding your new
>> request for a price match using your new e-coupon, I would like to
>> apologize but we will be unable to fulfill your request. This is due to
> the
>> fact that the e-coupons may only be applied at point of sale.
>> Thanks,
>> Jaypee Alfonso
>> SMB Customer Care Resolution
>> Dell | CSMB Customer Care
>> Office phone number: 800-456-3355 ext 4250549
>> Office Hours: 9:00 AM – 6:00 PM CST
>> Customer feedback | How am I doing? Please contact my manager
>> mailto:Jing_Aguila@dell.com with any feedback.
>> For order or replacement status, please click on the link:
>> https://support.dell.com/support/order/status.aspx?c=us&l=en&s=gen
>> For technical issues, please click on the link:
>> http://support.dell.com/support/index.aspx?c=us&l=en&s=gen&~ck=mn
>> For your account in our website, please send an email to
>> global_my_account_admin@dell.com
>> Confidentiality Notice | This e-mail message, including any attachments,
>> is for the sole use of the intended recipient(s) and may contain
>> confidential or proprietary information. Any unauthorized review, use,
>> disclosure or distribution is prohibited. If you are not the intended
>> recipient, immediately contact the sender by reply e-mail and destroy
> all
>> copies of the original message.
>>
>>
>> Original Message Follows: ————————
>>
>>
>>
>> Dear Emmie,
>>
>> I guess this will qualify for the new service request ticket, but since
> it
>> is related to the same purchase, I am attaching it to our previous
>> correspondence, as per below:
>>
>> Today, I have just received a new offer from Dell Small Business, for
> the
>> discount of 35% off of the total purchase price of qualified Dell
>> Workstations (coupon code B6BLL1NM9KTLDS); I have verified that the code
> I
>> was given actually works with all the items I have ordered two+ weeks
> ago,
>> so I hope the price I have paid will be matched to reflect your new
> offer.
>>
>>
>> To summarize, this is what I have paid for my items in the pre-tax and
>> after-tax prices:
>>
>> 1. Ships Fast Dell Precision T3500 Workstation + 2 Ultra Sharp
>> Monitors 2007FP ? a system worth $1,617 + 798 = $2,415.00. Less
> discount
>> received: $368 (instantly at purchase). PRICE PAID: $2,047.
>> 2. Ships Fast Dell Precision M4500 Workstation: $2,403. Less
>> discount received: $534 (instantly at purchase) + $235.75 (as per below)
> =
>> $769.75. PRICE PAID: $1633.25
>>
>> TOTAL PRICE PAID: $3,680.25 (net); $3,901.07 (with 6% CT sales tax)
>>
>> Now, if bought today with this new 35% discount, the price would look as
>> follow:
>>
>> 1. T3500 + 2 monitor system: $2,415; less 35% = $1,569.75
>> 2. M4500: $2,403; less 35% = $1,561.95
>>
>> Which gives a new TOTAL of: $3,131.79 (net); $3,319.60 (after sales tax)
>
>>
>> Therefore, the new difference I would like to be reimbursed to my
> account
>> is $548.46 (net); $581.37 (after tax)
>>
>> While I do realize that the prices of electronics always go down and not
>> up, especially when new technology arrives; at the same time, however,
> we
>> are still within 30 days (20 to be exact) from my original purchase, and
>> the difference in price is substantial. Moreover, since I have been
>> contacted directly with this new offer, I hope it will be granted to me.
>
>>
>> Thank you very much again for your kind and positive consideration.
>>
>> Best regards,
>>
>> Blazej
>> >>
>>
>> From:US_ABU_CustomerCare_BSD [mailto:US_ABU_CustomerCare_BSD@dell.com]
>> Sent: Thursday, January 13, 2011 12:48 PM
>> To: b@a.com
>> Subject: Re: Dell Support Request: Pricing/Promotion Question
>> (KMM119743993I57L0KM)
>>
>> Dear Blaze ,
>>
>> How are you? My name is Emmie, I am colleague of Jaypee and your inquiry
>> was assigned to me since he is away due to sickness. I was reviewing
> your
>> concern and I see that he processed a credit for you for $235.75.
>>
>> I am glad to inform you that it has been completed and you were credited
>> $249.90 on your account. I have attached here the credit memo for your
>> reference too.
>>
>> I want to make sure that your issue has been resolved to your
>> satisfaction. We will be waiting for your response within 24-48 hours,
>> otherwise we will be closing the service request and will consider your
>> issue resolved.
>>
>> We appreciate your business and thank you again for choosing Dell.
>>
>> Regards,
>> Emmie Lou Punzalan
>> SMB Customer Care Resolution Expert
>> Dell | CSMB Customer Care
>> Office : +1 800 2843355 x 4250586
>>
>> My work schedule is: 8:00am to 5:00am CST Monday to Friday OR 9:00am to
>> 6:00am CST Monday to Friday
>>
>> Customer feedback | How am I doing? Please contact my manager
>> Jing_Aguila@dell.com with any feedback.
>>
>> For order or replacement status, please click on the link:
>> https://support.dell.com/support/order/status.aspx?c=us&l=en&s=gen
>> For technical issues, please click on the link:
>> http://support.dell.com/support/index.aspx?c=us&l=en&s=gen&~ck=mn
>> For your account in our website, please send an email to
>> global_my_account_admin@dell.com
>>
>> Confidentiality Notice | This e-mail message, including any attachments,
>> is for the sole use of the intended recipient(s) and may contain
>> confidential or proprietary information. Any unauthorized review, use,
>> disclosure or distribution is prohibited. If you are not the intended
>> recipient, immediately contact the sender by reply e-mail and destroy
> all
>> copies of the original message.
>>
>>
>> Previous Reply Follows:
>> ———————–
>> Hi Blaze ,
>>
>> Good day.
>>
>> I am the Resolution Specialist who will help you resolve your issue
> today.
>> I have reviewed your request and I could understand how sensitive
> schedule
>> can be especially for a business. I have submitted a request for the
> amount
>> of $235.75. Please be reminded this is subject for approval. Please
> allow
>> 24-48 hours for processing. I’ll let you know as soon as I get word from
>> our financial department.
>>
>> Thanks,
>> Jaypee Alfonso
>> SMB Customer Care Resolution
>> Dell | CSMB Customer Care
>> Office phone number: 800-456-3355 ext 4250549
>> Office Hours: 9:00 AM – 6:00 PM CST
>>
>> Customer feedback | How am I doing? Please contact my manager
>> mailto:Jing_Aguila@dell.com with any feedback.
>>
>> For order or replacement status, please click on the link:
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>> 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 = Blazej
>> Customer Number =
>> Requestor E-Mail =b@a.com
>> Contact Phone =
>> Service Tag =
>> Case Number =
>> Order Number =
>> Issue Category = Pricing/Promotion Question
>> Year Of Birth = NA
>> ***********************************************
>> Ship To Address:
>>
>> Cos Cob, CT 06807-
>> Bill To Address :
>>
>> Cos Cob, CT 06807-
>> ***********************************************
>> Problem Description:
>>
>> To Whom It May Concern:
>>
>> I ordered Dell Precision T3500 system on Dec. 31, 2010, choosing Ships
>> Fast option, promissing shipping the next business day and delivery on
>> January 7, 2011. It did not happen, I am sitll waiting. Prompt
> delivery
>> was my only consideration for choosing “Ships Fast” for the
>> system being the only one for which I could not use my discount coupon
> of
>> 25%! I have also ordered two monitorts that day, and my entire order
> for
>> this system before any discount was exactly 1617+798=$2,425.00.
> Therefore,
>> if I would not be using Ships Fast but configure this myself in the same
>> manner, I would qualify for $603.75 discount instead of received $368.
> The
>> difference is $235.75, and I kindly request to be compensated by this
>> amount.
>>
>> I also bought Precision M4500 Workstation in the same order.
>>
>> I look forward to hearing back from you and thank you in advance for
> your
>> kind consideration.
>>
>> Regards,
>>
>> Blazej
>>
>>
>> ***********************************************
>> Sent To: us_bcsd@dell.com
>> Referring URL: 68.198.59.29
>> Date Submitted: 1/9/2011
>> Date Received(K): 1/9/11 06:43:43 PM
>>