I have been afflicted so long time ,hope this will end soon...... God bless me
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Dear Mr. Michael Dell,
I am a customer from China. I on behalf of my friend ordered a new coming laptop XPS 1530, but since my friend
received this laptop , his nightmare is begining. And then he contacted the customer care dept. of China, the
answer was TOTALLY unacceptable. What‘s more ,to my astonishment, the customer care’s service is so bad， what we
got was not patient service but sarcasm and avoiding acknowledge the lapse. So I had no choice but come here to
look for your help, any reply will be highly appreciated. I attached the photo and the packing slip as the
evidence and for your reference.
Here is the whole thing:
1.I sent my booking order to Mr. Vensen Fan to order 1530 and got the confirmation on Jan4,2008. The order No# is
CNSO12533370.
2.I paid the payment of RMB 9987.12 yuan on Jan 7, 2008
3.The laptop was shipped to my friend on Jan 13, 2008.
But here came the problem, the computer had obviously material flaw. Please check the attached photo. There was a
conspicuous cove above the touch panel， so my friend immediately called the salesman , Mr. Fan, who suggested him
call customer care hotline. But that day was Sunday on which customer care did not on duty.
4.On Jan14, 2008, Ms Yang from customer care center answered my friend’s call. She asked the phone number and said
that she would give the comments at noon, but my friend did not get any call until 14:30. Then he called Ms. Yang
again, this time she asked for the photo of the laptop. Since we have had emailed the picture to Mr. Vensen Fan
before, then told her to ask Mr. Fan for the pictures. But to the end of that day ,there was any call to answer my
friend any more.
5.On Jan,15 2008 morning, my friend called Ms. Yang again, she said she didn’t find Mr. Fan and asked for the photo
and the Email address one more time, she promised to reply but she didn’t.
My friend sent the pictures to her in the morning . At 16:00 p. m. my friend finally got through Ms.Yang by the
phone, but this time there another person answered the phone, she was the “so called”customer care dept. manager Ms. Wang . Her reply was utterly furious and her bad talking manner didn't match her title. Why this kind of
person could be the manager, at least she has insulted the brand – DELL customer CARE .
Here is her explanation:
a) Question: Why this kind of laptap which have obviously flaw could pass the quality?
Answer: We have checked , but can not avoid it oversight, there would be one of thousand percent probability.
b) Question: I think this so big company like DELL should not appear this instance.
Answer: We can not avoid these case ,what I just could say is sorry.
c) Ms Wang advised to replace the part.
Answer:That is not acceptable. I am worried about the internal of the laptop, because the crab may be casused in
the shipping processing which could damage them in board .
d) My friend said that according the Chinese Consumer Protection Law , I have the right to choose Returning The
Product in 7 days or replacing the whole computer in 14days.
Answer: I don’t know that law . The law prescribes that replacing the whole computer in the case of only hardware
failure, if the appearance damage only can replace the part.
e) My friend did not accept replacing the part. He insisted in returning the laptop back.
Answer: It is impossible! You can refer the law (Does this contradict to what she said?)
f) My friend said he would refer the law and asked Ms. Wang the phone.
Answer: I have a meeting at 17:30 , I have no time.
g) My friend call vindicating rights hotline 12315 for help, the answer is that in the 7 days after paying the money ,the consumer have the right to return
the computer. In the 15 days after paying the money, the consumer have the right to ask for replacing a new computer.
Above is the whole thing happened till this day , but until now there is no answer or solution at all. The customer care dept even didn’t answer the phone , they pretend not notice it . Once more , what I wanna say is please help
us, What’s more , only neatening the customer care can the consumer get the real rights. This kind of case will happen more and more,please pay attention to the China region , our choose DELL because we trust DELL , please do not hurt the consumer because of the bad service of customer care dept. please…
Looking forward to your reply soon.
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Dear Mr. Michael Dell,
I am a customer from China. I on behalf of my friend ordered a new coming laptop XPS 1530, but since my friend
received this laptop , his nightmare is begining. And then he contacted the customer care dept. of China, the
answer was TOTALLY unacceptable. What‘s more ,to my astonishment, the customer care’s service is so bad， what we
got was not patient service but sarcasm and avoiding acknowledge the lapse. So I had no choice but come here to
look for your help, any reply will be highly appreciated. I attached the photo and the packing slip as the
evidence and for your reference.
Here is the whole thing:
1.I sent my booking order to Mr. Vensen Fan to order 1530 and got the confirmation on Jan4,2008. The order No# is
CNSO12533370.
2.I paid the payment of RMB 9987.12 yuan on Jan 7, 2008
3.The laptop was shipped to my friend on Jan 13, 2008.
But here came the problem, the computer had obviously material flaw. Please check the attached photo. There was a
conspicuous cove above the touch panel， so my friend immediately called the salesman , Mr. Fan, who suggested him
call customer care hotline. But that day was Sunday on which customer care did not on duty.
4.On Jan14, 2008, Ms Yang from customer care center answered my friend’s call. She asked the phone number and said
that she would give the comments at noon, but my friend did not get any call until 14:30. Then he called Ms. Yang
again, this time she asked for the photo of the laptop. Since we have had emailed the picture to Mr. Vensen Fan
before, then told her to ask Mr. Fan for the pictures. But to the end of that day ,there was any call to answer my
friend any more.
5.On Jan,15 2008 morning, my friend called Ms. Yang again, she said she didn’t find Mr. Fan and asked for the photo
and the Email address one more time, she promised to reply but she didn’t.
My friend sent the pictures to her in the morning . At 16:00 p. m. my friend finally got through Ms.Yang by the
phone, but this time there another person answered the phone, she was the “so called”customer care dept. manager Ms. Wang . Her reply was utterly furious and her bad talking manner didn't match her title. Why this kind of
person could be the manager, at least she has insulted the brand – DELL customer CARE .
Here is her explanation:
a) Question: Why this kind of laptap which have obviously flaw could pass the quality?
Answer: We have checked , but can not avoid it oversight, there would be one of thousand percent probability.
b) Question: I think this so big company like DELL should not appear this instance.
Answer: We can not avoid these case ,what I just could say is sorry.
c) Ms Wang advised to replace the part.
Answer:That is not acceptable. I am worried about the internal of the laptop, because the crab may be casused in
the shipping processing which could damage them in board .
d) My friend said that according the Chinese Consumer Protection Law , I have the right to choose Returning The
Product in 7 days or replacing the whole computer in 14days.
Answer: I don’t know that law . The law prescribes that replacing the whole computer in the case of only hardware
failure, if the appearance damage only can replace the part.
e) My friend did not accept replacing the part. He insisted in returning the laptop back.
Answer: It is impossible! You can refer the law (Does this contradict to what she said?)
f) My friend said he would refer the law and asked Ms. Wang the phone.
Answer: I have a meeting at 17:30 , I have no time.
g) My friend call vindicating rights hotline 12315 for help, the answer is that in the 7 days after paying the money ,the consumer have the right to return
the computer. In the 15 days after paying the money, the consumer have the right to ask for replacing a new computer.
Above is the whole thing happened till this day , but until now there is no answer or solution at all. The customer care dept even didn’t answer the phone , they pretend not notice it . Once more , what I wanna say is please help
us, What’s more , only neatening the customer care can the consumer get the real rights. This kind of case will happen more and more,please pay attention to the China region , our choose DELL because we trust DELL , please do not hurt the consumer because of the bad service of customer care dept. please…
Looking forward to your reply soon.
Politically incorrect, but not necessarily incorrect.
