an open letter to Michael Dell of Dell Computer 1289

Well. I had an interested experience with an Dell order just recently: I helped one of my customer ordered an Dell laptop and added an extra AC Adapter in the option. The laptop was shipped as promised and on time via UPS in two separate boxes. My customer opened the boxes and called me that the small box had nothing inside!! I went over there to load the custom applications the next day and found out that the empty box should have the extra AC Adapter in it. When I called the 800 number and followed the menu and got to the selection that I was having problem with the order, the phone was disconnected. Did that for a few times and decided to call the Sale Rep that we ordered the laptop from. He gave me another number and I called the number. Yet again I was disconnected at some points after that long navigation. Finally I called the Customer service and insisted on getting the issue resolved without getting transfered again. I explained the problem and the very nice lady at the other end apologied for the problem and she will created an order to send a new exchange unit out. I asked what is she exchanging since we never received the one we ordered at the first place. Was she expecting we send something back to Dell? She apologized for the wrong word and said that a new AC Adapter will be sent via UPS. I have to gave her credit that a new AC Adapter did come as promised. I did feel bad for my customerthough because I was paid by the hour that I'm onsite.

Dewaine

Timothy Daniels