Dell responded with refund and will fix my compute

Posted by Roland Jackson on January 15, 2006 at 09:59:11 from (69.19.14.22):

Thanks to all that responded to my Dell computer 'RANT' yesterday. I took all of your comments, cut & pasted the entire post string and sent the entire string to every Dell email address I could find.

I think when a company does bad...it should be exposed. BUT when they resolve the problem in a quick and timely manner, that should also be exposed. As you can see in the following letter from Dell below...that Dell is concerned. I honestly think that Dell wants to do the right thing. It is their process that needs to be improved.

One comment that was emailed to me was that if I had purchased a 'Vision Computer', I would not be having problems with service after the sale. Maybe I will check into Vision the next time I upgrade my computers.

In another email, I am instructed by Dell support to call a toll free number and they will take what time need to get my computer fixed at no cost.

I do think that your comments added pressure to get my issue resolved in a timely manner. Thanks to all of you that helped me.

Here is the email I received from Dell.

-------------------------------------------------
Dear Mr. Jackson,

Thank you for contacting Dell Online Customer Care. My name is Pranav.
I am a Resolution Specialist at Dell Customer Service. In our efforts
to resolve the situation, my team-member has forwarded your concern to
me.

Please accept my sincere apologies. As a consumer myself I can
certainly understand your frustration. I know from experience its frustrating
when you do not get the services you expect. I am concerned about what
has transpired for you

Please let me explain the situation to you. The Dell on Call fees is
for supporting for Software and Non Dell items “How to?” issues. I was
concerned to read in your letter that some our representatives provided
you with anything less than the most professional service. While I
realize that only our future interactions can restore your confidence in us
completely, I want to assure you that your experience was unusual.
Dell's intention is to provide customers with a computer and customer
experience that is both satisfying and enjoyable.

Hence going further as a Customer care courtesy and after seeking
approval from My Manager I am issuing you a complete refund for the Dell On
Call amount. Please be informed that you will be refunded the complete
amount on a priority basis within 7-10 business days. The reference
number for the refund request is: xxxxxxxxx.

Thank you for giving me the opportunity to assist you. I am sure that I
have resolved your concern or issue to your satisfaction. Your case
number for this interaction is xxxxxxxx. Please keep this number for your
records. It will help us to keep track of this issue so we can better
assist you if you have any further questions or concerns about the same

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

www.dellcustomercare.com

Have a nice day.

Pranav
~Rep Id: 01-59411
Monday-Friday 6:30pm-3:00am CST
Dell Customer Care

-------------------------------------------------

So, I am a "Happy Camper, here, at Camp Jackson!"

Again, thanks for all your help!

Best Wishes,
Roland Jackson

Replies:

• Re: Dell responded with refund and will fix my com Dwight - VA 23:17:45 01/15/06 (0)
• Re: Dell responded with refund and will fix my com Wiens 21:24:07 01/15/06 (0)
• Re: Dell responded with refund and will fix my com Mr Bill No. Mn. 21:01:47 01/15/06 (0)
• Re: Dell responded with refund and will fix my com ricedaddy 14:47:04 01/15/06 (0)
• Re: Dell responded with refund and will fix my com 730 virgil 13:44:58 01/15/06 (0)
• Re: Dell responded with refund and will fix my com Ray 13:15:02 01/15/06 (0)
• Re: Dell responded with refund and will fix my com BigR 10:37:30 01/15/06 (1)
  • Re: Dell responded with refund and will fix my com Bill in TN 10:52:55 01/15/06 (0)

Add a Reply Name: E-Mail: Subject: Comments: Optional Link URL: Link Title: Optional Image URL: Email Notification: If you check this box, email will be sent to you whenever someone replies to this message. Your email address must be entered above to receive notification. This notification will be cancelled automatically after 2 weeks.

TRACTOR PARTS	TRACTOR MANUALS

We sell tractor parts!  We have the parts you need to repair your tractor - the right parts. Our low prices and years of research make us your best choice when you need parts. Shop Online Today. [ About Us ]