You need to go to the bottom message first and work your way up to
see the flow of coverup on this DELL representative in INDIA. I have already passed the information on to
the BBB. This is what I received from
the BBB from my CC copy.
Here is a copy of the last message:
You
would contact the Austin, TX BBB at 512.445.2911 e-mail info@austin.bbb.org, which handles all
Dell.
-----Original
Message-----
From:
Dave Tubergen [mailto:tubergen@bellsouth.net]
Sent:
Sunday, December 17, 2006 11:41 AM
To:
'US_ACS_HSB_Outstanding_Issues'
Cc:
contactdr
Subject:
RE: Order Support (OutstandingIssue) (KMM40699877I57L0KM)
I
still have not been contacted by DELL corporation with regards to my
incident. How long are you going to drag
this out? I want to be contacted, in
writing, by a DELL Executive, not a local customer service manager. Do you understand my English this time?
David
Tubergen
-----Original
Message-----
From:
US_ACS_HSB_Outstanding_Issues
[mailto:US_ACS_HSB_Outstanding_Issues@dell.com]
Sent:
Wednesday, December 13, 2006 5:48 PM
To:
Dave Tubergen
Subject:
RE: Order Support (OutstandingIssue) (KMM40699877I57L0KM)
Dear
Mr. Tubergen
Customer
account number 19302499 is listed under David Tubergen which order number
398172216 was canceled and replaced with new order number
399945529
.
Customer
account number 077361654 is listed under Mr. Long.
I do apologies but Dell does not compensate.
Would you like a credit return authorization to be issued? Order number
405001333 was placed online.
We do apologize for the inconvenience this
has caused you.
Sincerely,
Chris,
Care
Resolution Center
Case#
149528923
Original
Message Follows:
------------------------
Fact,
Mr. Joe Long has no computer experience or computer prior to this order. I placed the order and I was told it was
cancelled, Mr. Joe Long was at my side when I did this and he saw everything I
did. Mr. Long is my customer, thank you
very much, and the credit card charge was not authorized on the date/time you
indicated, someone pushed this charge through from DELL after the facts and I
will advise Mr. Long to place a complaint to his credit card company for your
actions on his card.
I
am still not pleased with DELLS response to me.
I am tired of being insulted by you and I am not going to take it
anymore from you. Please notify your
legal/general council department about this incident, maybe they will understand
me more clearly.
David
Tubergen
-----Original
Message-----
From:
US_ACS_HSB_Outstanding_Issues
[mailto:US_ACS_HSB_Outstanding_Issues@dell.com]
Sent:
Wednesday, December 13, 2006 10:07 AM
To:
Dave Tubergen
Subject:
RE: Order Support (OutstandingIssue) (KMM40663692I57L0KM)
Dear
Mr. Tubergen
Order
number 383500975 was placed online by the customer Joe Long, meaning Mr. Long
placed the order and provided his credit card number.
We do apologize for the inconvenience this
has caused you.
Sincerely,
Chris,
Care
Resolution Center
Case#
149528923
Original
Message Follows:
------------------------
I
am not pleased, you obviously do not understand what happened, nor do I believe
you understand my English. Maybe I
should just take my issue somewhere else where I may catch the ear of the Dell
Corporate level.
Who
placed order # 405001333 and who authorized the charge on the credit card?
No
order was made on the 28th! Perhaps I
need to go through the credit side of the house, they made unauthorized charges
on my clients account.
I
have told you, DELL made an error and if you continue to insult me with this
denial I will take further action.
David
L. Tubergen
-----Original
Message-----
From:
US_ACS_HSB_Outstanding_Issues
[mailto:US_ACS_HSB_Outstanding_Issues@dell.com]
Sent:
Tuesday, December 12, 2006 10:47 AM
To:
Dave Tubergen
Subject:
RE: Order Support (OutstandingIssue) (KMM40601106I57L0KM)
Dear
Mr. Tubergen
Order
number 383500975 for the monitor was canceled. There is no order number for a
PC that was canceled. Order number 405001333 for the PC was shipped. I do
apologies as Dell does not compensate.
We do apologize for the inconvenience this
has caused you.
Sincerely,
Chris,
Care
Resolution Center
Case#
150274084
Original
Message Follows:
------------------------
You
still don't understand, do you? The
order was not delayed, it was cancelled by you and recreated at a later date,
your error, not mine.
You
forced me into another machine, no problem, I sold it for you so you didn't
need to eat the cost of return, maybe that is what I need to do, return the
second machine.
I
can refund the individual and let them get another machine, is that your
preference for your error?
Keep
in mind, your own case numbers: 149433841 and 149472686, show the fact you had
informed me repeatedly of the cancellation, not delay, this is bad business
practice to send an order that was cancelled by the manufacturer/distributor
and not by the end user.
Go
another step, both shipping companies forced my client into picking up the unit
at a location other than his house, and on the second delivery, the monitors
were delivered to the wrong individual who call my client to tell him they had
his monitors and to come and get them.
Call
that professional?
This
will all be a great story at the CITPG Christmas party tomorrow.
Still
awaiting satisfaction, or would the BBB be needed?
Regards,
Dave
Tubergen
Member
CULMINIS
Member
CITPG
-----Original
Message-----
From:
US_ACS_HSB_Outstanding_Issues
[mailto:US_ACS_HSB_Outstanding_Issues@dell.com]
Sent:
Tuesday, December 12, 2006 8:54 AM
To:
Dave Tubergen
Subject:
RE: Order Support (OutstandingIssue) (KMM40574599I57L0KM)
Dear
Mr. Tubergen
I
am writing on behalf of Dell in reply to your e-mail. Thank you for bringing your concerns to our
attention.
Upon
researching your account Joe Long's order has shipped.
Dell is a mail order merchant and a
manufacturer.
For
this reason we are unable to guarantee any ship dates. All of our ship and
deliver dates are estimated and subject to change based on availability. We do
not offer compensation for delayed orders.
We do apologize for the inconvenience this
has caused you.
I
truly regret any frustration or difficulty this situation may have caused.
We
value you as our customer, and your satisfaction is very important to us.
For
future technical support or customer service, please consider contacting Dell
via e-mail by visiting our support Web site at http://support.dell.com/. Alternatively you can call Dell Customer Care
at
1-800-624-9897
or Dell Hardware Warranty Support at
1-800-624-9896.
Sincerely,
Chris,
Care
Resolution Center
Case#
150274084
------------------------
Hello
Suchitra Wesly,
First of all let me clear one issue, Joe Long
is my customer, my
name
is David Tubergen, Joe Long has never purchased a computer before,
he
is
a new user to the computer world outside of his previous workplace, a
video
production company, and all communications but one have been with
me.
I have been dealing with DELL for many years,
I have ordered
many
units,
it is what I do as a local nerd, folks come to me with their
needs
and
I match them up with a computer that they can afford. Yes, I sell
DELL
computers,
I order them online, and ship them directly to the clients.
Payment
is done in various ways, sometimes I put it on my Dell Preferred
Account,
sometimes I put it on my clients credit card, sometimes my own,
but
I
have done this many times.
He is the key, I do not charge any of my
clients for this
service.
I
teach clients how to use computers, I am not a computer salesman, but
I
am
a
kind of nerd who is respected in this area.
I taught hardware and
software
at the local community college. I have
been helping DELL for
quite
sometimes,
by providing free support when the problems are hardware
related,
I
fix them for nothing to cover Dell's warranty.
I have bought before from the outlet center
without incident but
this
last time, on Nov 14, 2006, was a major problem and I want this
addressed
and I would like to know the truth about what happened. I
would
like
a written apology from DELL with an explanation of what occurred
and
what
Dell plans to do to compensate me and my client.
Here is a recap on what has happened:
I set up an appointment for Nov 14th, with my
client Joe Long to
order
a computer and two monitors for a new home project. We found two
monitors
that would work for us and I put them in my cart, then switched
over
to the CPU's and ordered a unit there, the three items were in my
cart
and
I went through with the credit card and charged them. When choosing
the
CPU's
I opted for the extended 4 year warranty.
The computer screen came back with the
message that the order
was
accepted
and that a confirmation e-mail would be sent in a day. Next
day
I
receive
a call from a lady at Dell saying she needed to know what kind
of
warranty
I wanted on the monitors, and I told her I wanted the best
warranty
they
had, the 4 year warranty. She indicated
there was no problems with
the
order
and that all was being processed and should be received shortly.
Went out of town on business for a few days
and when I returned
my
client
was getting upset and I checked and found no e-mails confirming
my
order
so I called DELL and tried to find out what happened. 149433841
and
149472686
case numbers will indicated the computer order was gone and
cancelled,
this was the order number 405001333 for the computer and
383500975
for the monitors, first ordered computer from the Dell Outlet
store. Note this:
Ordered on the 14th.
As you know you can find some very unique and
special machines
in
the
Outlet Store, some with items that may not be on the general
catalogue.
I
felt the machine I ordered was very special and was extremely
disappointed
when
I was told the order was cancelled and the unit was no longer
available. I had a bad experience talking with a
gentleman from India
who
refused
to send me an e-mail, citing it was an internal matter and he
would
take
care of it, it did not need to go any further, but my order
disappeared
and
was then cancelled and reasons could not be given.
I have an international background and I am
aware of the main
frame
computer
problems the international financial institutions were having
during
the same time with unauthorized access from terrorist groups. To
be
told
that the problem was internal to one department and it would not go
further
angered me as it denied me my rights, and I considered this very
bad
business.
After being told that my entire order was
cancelled I went back
to
order
again but this time on the phone. This
was order # 398172216 and
after
receiving the confirmation I checked on a technical issue and it
turned
out that the lady who placed the order was misinformed by the
DELL
Tech
Dept concerning the video card selected, I asked for her to ensure
and
confirm
the card could support two monitors and she said the tech said
yes,
on
the 24th I changed the order to upgrade from the unacceptable video
card,
this
was done and it was sent and received quickly as order # 399945529.
I had also mentioned the ship to address on
the confirmation I
received
was from an old client of mine and not the current client, they
said
they didn't have that ship to address and they read me the correct
one,
still
haven't figured out how my client of over a year ago was listed on
the
current
order.
Couple days latter another order came in from
DELL. Nope, it
was
not
the monitors we had been waiting impatiently for, it was the long
lost
and
subsequently cancelled computer that was ordered on the 14th, but it
said
it was ordered on the 28th, of which nothing was ordered on that
date
and
now showed up as order # 405001333. I
had been told this computer
was
cancelled
and it was not coming so the replacement was ordered, this
unauthorized
$987 computer caused my client's credit card to nearly max
out.
Still haven't figured out how that charge was
added to the
credit
card
before the monitors but it was and the payment for the monitors
were
denied
due to the limit on the card. Here my
client was, two computers
and
no
monitors, no can work with the system.
I went out and found a new client buyer for
the unauthorized
computer
order number 405001333, the new owner is:
John
M. Tubergen, 207 Burke Drive, PO Box 2188, Morganton, NC 28655,
(828)
437-8590,
j2bergen@directus.net
AND
I need your assistance changing the records at your end at DELL to
reflect
this new owner. He paid my client
directly, my client went to
his
band
and paid off the credit card charge, thus allowing the monitors to
proceed
through, and removing the requirement for returning a unit at
DELL's
expense.
Yesterday, the 5th of Dec, three weeks after
my initial order,
I'm
told
my monitors still have not shipped to my client. I explained what
happened
and you can see the chat logs on that conversation, I ended
with
the
statement that the monitors better move that day with overnight
delivery
or
I would take further action.
Yesterday I checked my status and I was told
it was shipped on
the
5th
and delivery is scheduled on the 6th.
Today I check again and I
notice
it
has not yet moved, only the order placed with the movers, new
delivery
date
is the 7th of December. My client is in
desperate need of the
monitors
and
has been for the past three weeks. I
would not consider this as an
overnight,
especially since they were in your outlet warehouse.
I am disappointed in what has happened, I am
disappointed in
DELL
for
allowing this to occur, and I would like to have my clients and
myself
compensated
for what has been done to us.
Compensation can be in the
form
of
hardware or software but what has happened is nothing short of bad
business
and DELL owes us for what they have done.
Now the big question comes up, just how
valuable am I as a
client
of
DELL? I have been done wrong, I have been a very
good client, always
tried
to
assist and eliminate problems for DELL, but I feel as if I have been
wronged
here. What do you suggest for me to do?
David
L. Tubergen
-----Original
Message-----
From:
US_ACS_HSB_Outstanding_Issues
[mailto:US_ACS_HSB_Outstanding_Issues@dell.com]
Sent:
Monday, December 04, 2006 9:07 PM
To:
Dell Support Online
Subject:
Re: Order Support (OutstandingIssue) (KMM40214598I57L0KM)
Dear Joe,
Thank
you for taking the time to write to us with your concerns.
I
am writing on behalf of Dell in reply to your e-mail, and I will be
working
with you until we reach a reasonable resolution. According to
the
records,
order # 383500975 was cancelled and we have sent a request to
concerned department to look into the details. Hence
the amount would
be
credited
back within 3-5 business days.
After
reviewing your account and the information you provided, according
to
the
records I truly regret any frustration or difficulty this situation
may
have
caused. We value you as our customer, and your satisfaction is very
important
to us. Please reply to this e-mail if you have any further
questions
or concerns.
Thank
you,
Suchitra
wesly,
Dell
Online Support,
Case
Number:(150482557)
Original
Message Follows:
------------------------
Department:
Order Support
Email
Address: tubergen@bellsouth.net
Case/Reference/DPS
Number: 149433841
Invoice/Order
Number: 405001333
Problem:
Also case #149472686
Also
order # 383500975, 405001333, 398172216, 399945529, 408940511.
Seems
like
no supervisor can keep their word and call me back at my home phone
number,
I still wait hours on hold. Order number
405001333 was a
cancelled
order
yet it was still charged for, please immediately provide the
credit
card
with a refund for this error on your site.