An irreverent Wall Street Blog
by Bill Singer

DELL-ete Further Emails from XPS Premium Support, PUHLEASE!

December 16, 2011

This is an UPDATE to two prior "Street Sweeper" articles about my failed effort to purchase a Dell XPS 17:

You know, I think Michael Corleone said it far better than I can: Just when I thought I was out, they pull me back in.

As such, how about I simply let today's email from Dell underscore my exasperation and perhaps best display my repartee?  Hopefully, we can conclude the hostilities with this one last posting - yes, that's verbatim the email from Dell and my response. Seriously, I sent my email back to Dell, exactly as worded below. 

From: Kiran_Kumar_Duggu
To: rrbdlawyer
Sent: Thu, Dec 15, 2011 12:56 pm
Subject: ***MAIL FROM DELL XPS PREMIUM TECH SUPPORT***

Dear  BILL,

Thank you for your recent contact with Dell Technical Support. We appreciate the opportunity to work with you to help ensure you continue to enjoy the use of your Dell system.

The following information is related to your recent call:
Service Request Number #  XXXXX

In the event you still require assistance with Service Request Number#  XXXXX and Service Tag no # YYYYY, please reply to this email and include the following information in the body of the email:

1. Brief description of the system issue you are experiencing
2. Best time to call you when you will be at your system and available to troubleshoot with the technician
3. Phone number(s) where you can be reached

your satisfaction is very important to us.  Thank you for choosing Dell

Thank you,
Duggu. Kiran Kumar,
Supervisor - Tech Support.
Dell International Services - Tuesday through Saturday
XPS Premium Support - 1800-232-8544
And now for my reply:

Dear DUGGU,

Thank you for your recent contact with Bill Singer Upset Consumer In Need of Technical Support. I appreciate the opportunity to work with you to help ensure you continue to enjoy the use of the Dell XPS 17 system that was sent to me with defective hard drives, which were replaced by an on-site technician.  Unfortunately, a persistent motherboard or software defect would not permit the BIOS menu to initialize for RAID0 or RAID1 and your colleagues determined that the machine could not be repaired and arranged for its return. Dell's agent picked up the XPS 17 yesterday afternoon.

The following information is related to your recent call:
Service Request Number #  XXXXX

In the event you still want to communicate with me about Service Request Number#  XXXXX and Service Tag no # YYYYY, please reply to this email and include the following information in the body of the email:

1. Brief description of the system issue you are experiencing on the XPS 17 that I returned to you yesterday
2. Best time to call you when you will be at the returned system and available to troubleshoot with me
3. Phone number(s) where you can be reached

my satisfaction was not very important.  Thank you for canceling my Dell order
Thank you,
Bill Singer lawyer and writer

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