Dell's trying to keep me happy by blowing me kisses... are they sweet enough?
Here's my email and their CSR response:
> Hi & Happy New Year!
>I have two questions tonight...
>1) I have a Dimension 8400 on the way from Dell Home, sort of. It was to be shipped via 2 business day delivery, however, I received a shipment notification email from Dell indicating that it would arrive in 1 to 5 days. This is not good to start with... 2 business days is not equal to 1-5 B-dys. Then, while checking the tracking data with UPS, they state that the shipment is "rescheduled" and will not arrive until 01/05/05. Dell's shipment email and online shipping status represents that the 8400 was shipped on 12/29/04. By my calculations, this is definitely not 2 business day shipping. Why do you represent that this will occur when it will NOT... and how will you rectify the problem in this NEW customer's mind?
>2) I'm to receive a FREE Dell 720 printer. It was originally scheduled to arrive(?) on 01/18/05 and now shows a later ship date. At this point I could care less about the delivery date... my concern is that the order shows that Dell is charging me about $25 for a FREE 720 printer! If I'm charged for the printer I will be MOST unhappy. And a side note... the printer order is missing from areas within "My Account". Is there a printer or not? Is it FREE or not? Please help me to understand why these tasks are not being handled as was originally represented to me by Dell.
>Thank you in advance for your lightening fast attention to this Customer Care Matter.
And the CSR response:
Dear Mr. XXX
Here's what we show...yada yada, kiss kiss, hug, we're so sorry...
Oh what can we do... BAD UPS, BAD!
HERE'S THE MEAT:
I offer you with a FREE upgrade to Dell 922 photo printer by canceling
the existing 720 printer. The 922 printer is much more advanced than the
720 and is easily available. You may also visit the following link to
see the specifications for the 922 printer:
Please get back to me with an acceptance to the above offer so that I
may cancel the 720 printer order and place an order for the 922.
Dell?s premium motto is to provide complete satisfaction to the
customers. We at Dell pride ourselves on providing the best customer
experience by offering quality products and services.
As a gesture towards Dell award winning customer service and support,
and valuing you as our esteemed customer I offer you with a discount
coupon $90.00 or an item worth upto $75.00. Please get back to me with
an acceptance to any one of the above offers so that I may provide you
with the same. I will appreciate if you could provide me the Dell part
number or link for the item, if however you choose it as an option.
Yada yada yada, It's been good for us we hope it was good for you too. And call us sometime... we really do love you!... Yada yada.
Aside from the fact the guy needs more English education, is the offer sweet enough, or is there room for a bump? I've not negotiated these guys before. And please no comedy... my side hurts from reading OT threads.