Dell España Soporte

Dell España Soporte

The story continues.
Recall from earlier page >>>

----- Original Message -----
Sent: Monday, January 28, 2013 4:34 PM
Subject: RE: Replacement System Offer

Hi Jan,

I haven’t heard back from you yet today. Please be advised that this offer will be only available until COB today. If you are going ahead can you please confirm today otherwise we will be withdrawing this offer.

Regards,

Gerard.
We offered to pay for a better screen resolution and an adequate hard drive - just to stop them sending of their "five paged offers" ( we have now waded through six of these !! ) and inappropriate threats to decide now - or lose the opportunity.


AGAIN - why is Dell is such a hurry ? We are the ones limping along with our faulty M90 and without two months of the extended year warranty we paid for ...



----- Original Message -----
Sent: Monday, January 28, 2013 7:38 PM
Subject: Re: Replacement System Offer

Hi Gerard,

The machine and support look all right. Go ahead and send it.
We will return the faulty system as soon as we have finished with it.

A better monitor would be appreciated - 1920 x 1,080 pixels - however I have to see it. Also 750 GB if possible - I will pay the difference.

Regards,

Jan

Due to Dell´s "Gestapo" messages - we phoned our technical advisers in California. 

 They offered to look at Dell´s proposal and give their opinions as to the components we need. One is especially keen on computer parts. He presently works at a top tech company - and we were absolutely thrilled that he would help.

 After sending the message above - we then received a note from our tech advisers ( in California ) - and added:

From: Jan Voich Designs [mailto:info@jvoichdesigns.com]
Sent: Tuesday, January 29, 2013 9:20 AM
To: Kelly, Gerard
Subject: Fw: Replacement System Offer

Gerard,

Our "tech team" looked at the specs and recommends:

8GB DDR3 1866MHZ SD Ram 2DIMMS
Nvidia Quadro K4000M 4GB GDDR5 




----- Original Message -----
Sent: Tuesday, January 29, 2013 5:22 PM
Subject: RE: Replacement System Offer

Hi Jan,

We have re-done the quote to include the additions you requested, we had to change the processor because the new memory was not compatible with the old processor. We added the K400m, the LCD and the HDD.

The new cost is 5,895.86 and the cost in the old quote is 4,797.65 Eur. The difference is 1098.21 Eur. “ If this laptop leaves the factory with this new configuration”.

The additional cost to yourself would be 1098.21 euro.

If you are willing to pay the difference will we can go ahead with this order? I would like confirmation of this today.

Regards,

Gerard.



 Frankly, we had never looked at prices - only components. Prices are, as we well know, somewhat of a fiction as to the true values.

 Our direct costs are one thing - retail - another. Our Tech adviser did mention that the retail prices were around half in the US compared to Spain. We never noticed.

 We had no clue to what Gerard was pricing - however - wrote our honest opinions >>


----- Original Message -----
Sent: Wednesday, January 30, 2013 12:45 PM
Subject: Re: Replacement System Offer

Hello Gerard,

I am not fond of three things:
  • Paying for Spanish ProSupport phone calls. 902 numbers are toll numbers.
  • Dell quoting retail prices to settle on an adequate system.
  • Having to answer all your five quotes in your deadlines.
I will have to send this to my tech people - however - I believe Dell is not taking into consideration all the time we have lost dealing with these issues from the beginning of our problems until now.

We value this loss of time - including having to publish our complaints on the internet - to be way above the "Spanish retail" values you are playing us with.

Consequently we feel no additional charges are appropriate.

Jan




WE NEVER HEARD FROM GERARD.

THE FOLLOWING MONDAY - 9.30 AM - FEB. 4th - WE RECEIVED A PHONE CALL FROM RICARDO PRIETO. HE COMPLETELY IGNORED OUR THREE PREVIOUS - FIRM REQUESTS TO NOT PHONE US.

THE CALL LASTED ONE HOUR ... PLUS.

BEGINNING WITH ... "WE WOULD LIKE THE NAME OF YOUR LAWYERS ..."

We asked why.

 We told him that we would decide if we wanted to pay our lawyers to listen to whatever their story was.
Ricardo Prieto talked about private emails published and trademarks used. We told him we believed there are no reasons to talk to our lawyers - and why not - - however - he could write it all out and send it. 

 He then said many more things - including "ask for whatever you need ..." - and "Gerard is no longer your contact - I am ..." ( more from recordings to be added ). 

 He somewhat babbled about the 902 number substitute - it was difficult to follow what he wanted to say - until we realize that he was "hinting" - about how to find the toll-free number -- as though he were giving us "inside top secret trader information". Very strange these Dell calls.
So - we sent what we had been preparing for Gerard - to Ricardo - at his request:


----- Original Message -----
Sent: Monday, February 04, 2013 11:42 AM
Subject: Fw: Replacement System Offer

Ricardo - this is the email I was preparing for Gerard:

 Gerard,

My tech experts approve the components for our needs. They suggested a faster RAM if possible.

They said that a docking station could resolve our needs for a replica parallel port - for the license dongle / key (RIP program). Please confirm.

Also - that we should have all Resource DVD - contains Drivers
Recovery Media for Windows 7 Professional, (64 bit Multiple Language), and all other programs, etc.

They also recommend - A wireless headphone with speakers for video conferences.
A good external monitor or two.

Programs we lost (still in M90 - unaccesible due to Dell tech´s Windows re-install) - Corel, Fireworks, Dreamweaver, Flash, Office.



----- Original Message -----
Sent: Monday, February 04, 2013 2:30 PM
Subject: Oferta Dell n° 16110420 Cliente: ES2938586 - JAN VOICH AND ASSOCIATES SL

Buenos días,

A continuación le adjunto el presupuesto del nuevo Precision M6700, le he añadido más memoria y la información que tenía pensado enviar a Gerard.

El procedimiento es muy simple, solo me bastaría con su OK para poder pasar la orden a fabrica y empezar con el procedimiento de cambio. Acordaríamos un día (de lunes a viernes) para poder recoger el antiguo M90. Este proceso no es solo para usted sino para todo cliente al cual se le sustituye una máquina.

Quiero darle las gracias, la conversación telefónica con usted ha sido muy amena.

Como le he comentado esta mañana, sería aconsejable que retirásemos toda información privada (emails, teléfonos, nombres, su número de cuenta cliente, etc..) De igual modo, y se lo digo de corazón, la URL al tener http://dell-spain.blogspot.com.es/p/dell-inc.html  crea un conflicto de intereses con Dell, ya que es una marca registrada y da la impresión que el blog es propiedad de Dell, por favor, estudie la posibilidad de modificar eso.

Con el objetivo de mejorar nuestro servicio en Dell España, le pediría si es posible y esto no le causa retrasos en su trabajo, que me enviara los emails que nunca le contestaron.

Quiero aprovechar la ocasión para informarle que hemos puesto recientemente a disposición de nuestros clientes, los siguientes canales de soporte y consultas:

Twitter para consultas pre-venta: @DELL_Spain y @DellCanalEspana

Twitter para soporte clientes (Notebooks, sobremesa, impresoras, periféricos): @DellAyuda

Twitter Enterprise (servidores, storage, networking, etc): @DellAyudaPRO

Facebook Dell España -  http://www.facebook.com/DellEspana

Foros en Español y comunidad Dell - http://es.community.dell.com/support_forums/default.aspx

Todos ellos gratuitos y alternativos al teléfono.

Quedando a su disposición, le saluda cordialmente,

_______________________________
Ricardo Prieto
EMEA SOS - Social Outreach Services & Executive Escalations
Dell | CSMB Services
Office 33 499755500 / 34 902119569
Twitter  @RicardoPatDell - @DellAyuda - @DELL_Spain
My work schedule is 9:00 am - 6:00 pm CST Monday to Thursday and Friday 9:00 am - 5:00 pm CST. 
How am I doing? please contact my manager kenza_lebbadi@dell.com with any feedback

https://twitter.com/DellAyudaPRO

Dell Ayuda (DellAyuda) on Twitter


Dell S.A, Siège Social 1 rond point Benjamin Franklin 34000 Montpellier.
Capital 1,782,769 Euros, 351 528 229 RCS Montpellier –APE 4651Z -TVA Intracommunautaire FR 20 351 528 229, SIRET 351 528 229 00088
Vat Number : FR 20351528229 (France) /  IT00001709997 (Italy) / ESN0012622G (Spain)




We were out of the office in meetings all day Tuesday - there were two phone calls - no messages from Ricardo. Our phones forward calls to wherever we are - yet we can not always personally answer.

 Our techs had said it is better to have all peripherals from the same company - for compatibility reasons.

We answered his long email in Spanish - as quickly as we could ( in Spanglish ):



----- Original Message -----
Sent: Tuesday, February 05, 2013 7:41 PM
Subject: Re: Oferta Dell n° 16110420 Cliente: ES2938586 - JAN VOICH AND ASSOCIATES SL

Ricardo,
No domino su idioma - así que contesto en color vino (entre lineas) - disculpa los errores:
----- Original Message -----
Sent: Monday, February 04, 2013 2:30 PM
Subject: Oferta Dell n° 16110420 Cliente: ES2938586 - JAN VOICH AND ASSOCIATES SL

Buenos días,

A continuación le adjunto el presupuesto del nuevo Precision M6700, le he añadido más memoria y la información que tenía pensado enviar a Gerard.

Los componentes estan bien (creo) - menos el monitor que parece ser de mala calidad y - 23" mejor.
Nos gustaría tener el touch screen 23". Lo mas importante es "very good quality".

Y un wireless keyboard

El Office podría ser 2013.




El procedimiento es muy simple, solo me bastaría con su OK para poder pasar la orden a fabrica y empezar con el procedimiento de cambio. Acordaríamos un día (de lunes a viernes) para poder recoger el antiguo M90. Este proceso no es solo para usted sino para todo cliente al cual se le sustituye una máquina.


We will return the faulty system as soon as we have finished with it.



Quiero darle las gracias, la conversación telefónica con usted ha sido muy amena.

Como le he comentado esta mañana, sería aconsejable que retirásemos toda información privada (emails, teléfonos, nombres, su número de cuenta cliente, etc..)

Veré lo que debo y puedo quitar - y lo haré en cuanto tengo mas tiempo. Ruego que entienden que estamos siempre desbordados y agradecemos "that Dell stops making demands for our time".

De igual modo, y se lo digo de corazón, la URL al tener http://dell-spain.blogspot.com.es/p/dell-inc.html  crea un conflicto de intereses con Dell, ya que es una marca registrada y da la impresión que el blog es propiedad de Dell, por favor, estudie la posibilidad de modificar eso.

Lo estudiaré.

Con el objetivo de mejorar nuestro servicio en Dell España, le pediría si es posible y esto no le causa retrasos en su trabajo, que me enviara los emails que nunca le contestaron.
  
Quiero aprovechar la ocasión para informarle que hemos puesto recientemente a disposición de nuestros clientes, los siguientes canales de soporte y consultas:

Twitter para consultas pre-venta: @DELL_Spain y @DellCanalEspana

Twitter para soporte clientes (Notebooks, sobremesa, impresoras, periféricos): @DellAyuda

Twitter Enterprise (servidores, storage, networking, etc): @DellAyudaPRO

Facebook Dell España -  http://www.facebook.com/DellEspana

Foros en Español y comunidad Dell - http://es.community.dell.com/support_forums/default.aspx

Todos ellos gratuitos y alternativos al teléfono.

Quedando a su disposición, le saluda cordialmente,

_______________________________
Ricardo Prieto
EMEA SOS - Social Outreach Services & Executive Escalations



Wednesday - there was another call at 3.30 pm from Ricardo. No message.

 We did pick up his second call later. We were up to our necks - answering calls - filling and shipping orders. Half of us were fighting the flu ...

We asked him - AGAIN - ( for the fourth time ) - to please not phone - and just email. 

 He said "it is only a minute ... I passed your email to Dell´s Directors in the US ... and have their answers ..."

So we answered - "very well - let us know by email - - we cannot talk right now ... and what cannot be written - we cannot listen to ... etc. (more to be added)". 

 We did mention that phoning - when we requested them not to - could be considered "harassment" at this point and to STOP ...



TODAY FEB. 9th - WE HAVE HAD NO MORE EMAILS (or phone calls) FROM DELL.
DELL ESPAÑA - FIRST PAGE !!!

WOW - GOOGLE REALLY LIKES OUR PAGES >>> LOOK

Our poor Burned-out Dell

 ... to be continued ...






No comments:

Post a Comment

Note: Only a member of this blog may post a comment.

Subscribe to: Posts (Atom)

Do you believe