I'm venting a bit.. Here's the latest in my email exchange with Dell. The word "obtuse" repeatedly comes to mind. However, I don't want to come across as petulant or personal towards this CSR - I know they are doing their job. But I am not happy about this service for a $3600 purchase.
Dear Ms. Tina F.,
However, two comments. Firstly, you are indeed mistaken to assume that the
individuals who have received their laptop prior to myself have "placed an
order with a different configuration, online, or before you" or so forth. As
an emergency physician, I take due care to pay attention to all details in
the care of my patients and apply this same attention to detail to all
aspects of my life including this purchase of a laptop from Dell Canada. To
suggest such frivolous explanations for the illogical and inappropriate
delays I have received from your company, while others have inexplicably
not, is not warranted.
Secondly, the only course of action you have ever suggested outside of
waiting for a laptop on "extended back order" is to cancel the order. This
fails to take into account the frustration and inconvenience I have endured
patiently and in good faith. The correct solution would be to provide the
laptop as ordered on a timely fashion. Failing this a more constructive
solution or offer of reimbursement is in order. Continuing to offer a
cancellation as the only solution you can provide is taken as a ostentatious
insult and not a professional business solution expected from an employee
representative from Dell Canada. In more plain speak, does Dell Canada value
my business or not?
From now on I would appreciate to communicate with someone more senior.
Please pass this email on to your supervisor and / or provide me with their
contact details. I welcome the opportunity to explain the situation and your
interactions in depth. If you would prefer this email in written form,
please indicate so.
Furthermore, a formal written letter of complaint will be sent to Customer
Care at the address you provided. However, as I have been already dealing
with Customer Care I will also send a complaint to the Better Business
Bureau unless you or your supervisors can deal with this solution to my
Dear [name withheld],
Your order is currently on an extended back order, due to your
configurations (60 GB Hard Drive). Perhaps the individuals you are
speaking with on the forum placed an order with a different
configuration, online, or before you. We have no way of controlling
when we receive these parts, and can not speed this process up.
If we do not have the parts to configure your system, it will remain on
the extended back order, until the part comes into stock. Every effort
is being attempted to complete your order.
In the case you are unable to wait any longer for this notebook, we can
only suggest to you to contact our Sales department to find out if any
hard drive can replace the 60 GB hard drive, to speed up your order.
Other than that you still have the option to cancel the order if you
We thank you for taking the time to review our Code of Conduct. Taking
this into consideration, Dell Customer Care has had the integrity and
honesty to look into this matter and give you the appropriate
information regarding your order. This information took courage to pass
along as it is not in the customers favor.
The address provided below is where you may write your formal complaint.
Attention Customer Care
155 Gordon Baker Rd
North York, ON
I have documented your feedback, and appreciate you taking the time to
provide us with your thoughts.
Dell Customer Care
Phone: (800) 387-5752 extension 3435