My Dell Axim Crisis

Dear Michael Dell and/or Kevin Rollins,

I write this open letter to you with a concern over what I feel was an injustice done to me by your call center employees. Last Sunday you ran a remarkable sale allowing me to purchase a Dell Axim x50v with a retail price of $806 including all the accessories I wanted for the end price of $475.36. I was downright amazed. I placed my order within minutes of hearing about the sale, knowing I was already looking to get a PocketPC to switch over from the Palm OS.

My problem occurred when I had accidentally selected only a two-year Complete Care Accidental Damage package to complement my three-year Limited Warranty. I did not notice this until I received an email from someone in your company asking me to call about my order. I willingly did so on the 11th, hoping this would be a quick fix for whatever my problem was. I was told by someone in one of your call centers named Michelle that I was unable to order the unmatched warranties and that she would bump my Complete Care Accidental Damage package up to three years at the cost of nine dollars more to my original order. This call only took twenty minutes and I was told that my order would be shipping on Friday. I was all set and ready to go again, nine more dollars for the Dell Axim x50v and the accessories I order is still an amazing deal.

Crisis hit when I finally received my package yesterday. UPS had left a note on my door that they had attempted to deliver and no one was home to sign for it, they would try again on Monday. In my excitement I called UPS and arranged a pickup that night. I got the device home, had a few things to do, and then come midnight it was just me and my brand new Dell Axim x50v. To my absolute horror none of my accessories were on the packing list nor were they in the box. I immediately called the Dell support number and was redirected to head to your online chat service. My hope was that you had forgotten to include a shipping number with my order status online and that my accessories were on the way.

I entered into a conversation with a Dell Representative going by the name of Roger (really Rudranil) and explained to him my problem. He went back and checked my order, which was placed by Michelle over the phone on the 11th. He said there was no accessories on the list. I told him that all Michelle had told me was that my price had increased by nine dollars, she didn't not tell me she wasn't going to use all my coupons and take off a bunch of my accessories. I have proof of my original order in multiple emails, but Roger did not want to have anything to do with this. After going back and forth from 12:58 A.M. until after 2:30 A.M. Roger said he was able to send me my screen protectors and 3D game bundle for free as a customer care package. He also could give me a coupon for $50. Great I thought, I'm finally getting somewhere... almost. I went to look at the prices of my items. My spare battery that I had originally ordered and I feel that I paid for was going to cost me $99, the headset was going to cost me $29.00, and my RhinoSkin Aluminum HardCase was going to cost me $34.95. I thought okay, this really is theft. I was told I had paid for these items, I have receipt for these items, but I can't get these items. According to my original invoice I had paid for all of this stuff, Michelle had decided to remove all my accessories and not tell me during our phone conversation. According to what Michelle had told me on the phone I had paid for all of this stuff. According to the package in my hand and Roger on the web, I was getting a great deal from him because I hadn't really paid for these items. I had to cut my losses finally because I was extremely frustrated and leave the battery off of my order. I ordered the headset and aluminum case and used my $50 off coupon from Roger. The order came to $20.43. So now I'm out a ton of my time, a spare battery, $20.43, and I have lost all respect for Dell Customer Care. I have the complete conversation saved between Roger and myself if someone is interested in that.

Michael and Kevin something needs to happen to prevent these situations from happening. Please do something to fix this. You're the people with the power, please do something to do fix this situation. Feel free to call me with any questions, I have plenty of suggestions.


Sincerely,
Jeramey Jannene

Tags: Dell, Michael Dell, Kevin Rollins, Customer Care, Open Letter