Dell hates you, even if you're a business, even if you do tens of thousands in business

Posted on March 28th, 2011 by trelane

-------- Original Message --------
Subject: Fwd: update?
Date: Tue, 22 Mar 2011 18:58:31 -0400
From: Andrew Kirch
To: alison_menefee@dell.com

Attached are dozens of e-mails I've sent, and below is a detailed CDR.

Allison,

I ordered two laptops The week of January 25, 2011. I delivered the
laptop to Roger Sons February 14, and was informed mid-week (February
17), that the laptop lacked the AC Travel Adapter, and Verizon wireless
card referenced in the e-mail.
The second laptop was shipped with a screen which was the wrong
resolution. I've got the UPS label confirmation.
I've attached the entirety of the e-mail correspondence. I do not feel
that this was AJ's fault as every department he attempted to engage
waited 24-48 hours or more to get us status updates.

below are CDR records of calls with Dell.

These calls were recorded if you want recordings.
1. 2011-03-01 14:46:42 IAX2/102-6... 3174361024
3174361024 18002893355 ANSWERED 01:28
2. 2010-03-10 11:59:18 SIP/100-b6... 3174361024
3174361024 18004563355 ANSWERED 22:39
3. 2010-03-10 11:44:34 SIP/100-b6... 3174361024
3174361024 18004563355 ANSWERED 14:24
4. 2010-03-10 10:35:24 SIP/100-b6... 3174361024
3174361024 18004563355 ANSWERED 25:43
5. 2010-02-19 09:14:55 IAX2/102-1... 3174361024
3174361024 18009993355 ANSWERED 00:09

1. 2011-03-22 18:32:55 Local/FMPR... 8004563355 "Toll Free"
<8004563355> FMPR-100 ANSWERED 00:10
3. 2011-03-22 18:28:13 Local/FMPR... 8004563355 "Toll Free"
<8004563355> FMPR-100 ANSWERED 00:06
5. 2011-03-22 18:28:12 SIP/susan-... 8004563355 "Toll Free"
<8004563355> 100 ANSWERED 01:47
6. 2011-03-22 17:24:38 Local/FMPR... 8004563355 "Toll Free"
<8004563355> FMPR-100 ANSWERED 00:09
8. 2011-03-22 17:24:37 SIP/susan-... 8004563355 "Toll Free"
<8004563355> 100 ANSWERED 15:09
9. 2011-03-16 17:13:59 Local/FMPR... 8004563355 "Toll Free"
<8004563355> FMPR-100 ANSWERED 00:02
10. 2011-03-16 17:13:58 IAX2/102-8... 8004563355 "Toll
Free" <8004563355> 100 ANSWERED 06:56
11. 2011-03-16 17:13:28 Local/FMGL... 8004563355 "Toll
Free" <8004563355> FMGL-102 ANSWERED 00:09
13. 2011-03-16 17:13:27 SIP/susan-... 8004563355 "Toll
Free" <8004563355> 100 ANSWERED 00:31
16. 2011-03-11 18:23:35 SIP/susan-... 8004563355 "Toll
Free" <8004563355> vmu100 ANSWERED 01:55
19. 2011-03-10 11:01:16 SIP/susan-... 8004563355 "Toll
Free" <8004563355> vmu100 ANSWERED 01:53
20. 2011-02-22 16:21:09 SIP/susan-... 8004563355 "Toll
Free" <8004563355> 100 ANSWERED 01:20
21. 2011-02-22 16:21:09 Local/FMPR... 8004563355 "Toll
Free" <8004563355> FMPR-100 ANSWERED 00:09
23. 2011-02-21 13:52:14 Local/FMGL... 8004563355 "Toll
Free" <8004563355> FMGL-102 ANSWERED 00:14
25. 2011-02-21 13:52:13 SIP/susan-... 8004563355 "Toll
Free" <8004563355> 100 ANSWERED 31:33
28. 2011-02-18 11:03:44 SIP/susan-... 8004563355 "Toll
Free" <8004563355> vmu100 ANSWERED 01:06
31. 2011-02-16 15:09:40 SIP/susan-... 8004563355 "Toll
Free" <8004563355> vmu100 ANSWERED 01:14
33. 2011-02-14 16:06:53 Local/FMPR... 8004563355 "Toll
Free" <8004563355> FMPR-100 ANSWERED 00:08
34. 2011-02-14 16:06:52 SIP/susan-... 8004563355 "Toll
Free" <8004563355> 100 ANSWERED 01:57

update?.eml
Subject:
update?
From:
Andrew Kirch
Date:
Mon, 21 Mar 2011 17:58:53 -0400
To:
Adan Moore

Does Katherine Mercado have the correct address now? I need to make
sure that the customer is available when UPS stops to pick up the
notebook, and I've had no communication from her, save the single e-mail
she sent me Friday the 17th.

-- Andrew D Kirch President Trance Communications 5707 N Indianola Ave Indianapolis, IN 46220 317-436-1024 ----- No virus found in this message. Checked by AVG - www.avg.com Version: 10.0.1204 / Virus Database: 1498/3520 - Release Date: 03/21/11

update?.eml
Subject:
Re: DELL INC. SERVICE REQUEST#831879010
From:
Andrew Kirch
Date:
Sun, 20 Mar 2011 16:36:09 -0400
To:
Kathrine_Mercado@Dell.com
CC:
Adan_Moore@Dell.com

What is the status of getting the pick up address changed? I do not have this laptop at my facility. I gave this information to AJ about 3 weeks ago.

Andrew

On 3/17/2011 4:19 PM, Kathrine_Mercado@Dell.com wrote:
>
> Hi Andrew,
>
>
>
> I’m Kate Mercado your resolution specialist in this matter. It was brought to our attention by your DELL Sales Representative, Adan Moore that you would like to return the LATITUDE E6510 under Order Number 590286717 . I know days can be busy so I would like to offer my email as another means of communication.
>
>
>
> This issue has been assigned Server Request Number 831879010 . I arranged for the first pickup to be done tomorrow, March 18, 2011 at 5707 INDIANOLA AVE INDIANAPOLIS, IN 46220 during business hours. UPS will arrive with the return labels, so all you need to do is have the LATITUDE E6510 boxed and ready, with the RMA Number 142841905 clearly written on the outside of the shipping box. Once this is received, the credit process will begin and may take up to 30 days to complete, but normally sooner. Rest assured that I will be efficiently handling your case, so you don’t have to worry and call back regarding the issue.
>
>
>
> If you have further questions, don’t hesitate to let me know and I will get back to you in the within 3-5 business days or soonest as possible time. Thank you for choosing DELL and have a great day!
>
>
>
>
>
> Respectfully,
>
>
>
> Kathrine Ross" Kate" H. Mercado
> SMB Customer Care Resolution Expert
>
> Dell | CSMB Customer Care | SPOE SSQ
>
> Office phone number: (888) 782-3355 Ext # 4250484
>
> My work schedule is: 10:00 am – 7:00 pm CST Monday to Friday
>
> Customer feedback | How am I doing? Please contact my manager Jonalyn_Gonowon@dell.com with any feedback.
>
>
>
> For order or replacement status, please click on the link: https://support.dell.com/support/order/status.aspx?c=us&l=en&s=gen
>
> For technical issues, please click on the link: http://support.dell.com/support/index.aspx?c=us&l=en&s=gen&~ck=mn
>
> For your account in our website, please send an email to global_my_account_admin@dell.com
>
>
>
> Confidentiality Notice | This e-mail message, including any attachments, is for the sole use of the intended recipient(s) and may contain confidential or proprietary information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, immediately contact the sender by reply e-mail and destroy all copies of the original message.
>
> P Please consider the environment before printing this email.
>
>
>
>
>
>
>
> No virus found in this message.
> Checked by AVG - www.avg.com
> Version: 10.0.1204 / Virus Database: 1498/3512 - Release Date: 03/17/11

--
Andrew D Kirch
President
Trance Communications
5707 N Indianola Ave
Indianapolis, IN 46220
317-436-1024

No virus found in this message.
Checked by AVG - www.avg.com
Version: 10.0.1204 / Virus Database: 1498/3518 - Release Date: 03/20/11

update?.eml
Subject:
Re: DELL INC. SERVICE REQUEST#831879010
From:
Andrew Kirch
Date:
Thu, 17 Mar 2011 22:18:23 -0400
To:
Kathrine_Mercado@Dell.com
CC:
Adan_Moore@Dell.com

Katherine:

THIS IS NOT CORRECT. The laptop is at another facility.

Roger Sons
(317) 372-7251
roger@commercialapplianceservice.com
2041 Glenwood-Dyer Road
Lynwood, IL 60411

Is the contact information. Please contact directly to arrange pickup.

Andrew

--
Andrew D Kirch
President
Trance Communications
5707 N Indianola Ave
Indianapolis, IN 46220
317-436-1024

No virus found in this message.
Checked by AVG - www.avg.com
Version: 10.0.1204 / Virus Database: 1498/3512 - Release Date: 03/17/11

update?.eml
Subject:
Re: status update on tracking label for second laptop return?
From:
Andrew Kirch
Date:
Wed, 16 Mar 2011 17:58:42 -0400
To:
Adan_Moore@Dell.com

To clarify,
he should receive the RMA within 24 hours, or it will be approved within
24 hours?

On 3/16/2011 5:51 PM, Adan_Moore@Dell.com wrote:
> > I received a response it will be within 24 hours.
> >
> >
> > Adan “AJ” Moore
> > Account Manager
> > Dell | Medium Business
> > office 512-513-0306
> > Email: adan_moore@dell.com
> >
> > Want to see the top 10 deals at Dell? Click Here: Top 10 Deals
> >
> >
> > Please send comments to my manager patrick_severs@dell.com
> >
> >
> > Team Specialists
> >
> > Server & Storage Specialist Software & Peripherals Specialist Dell Financial Services
> > Jason Merryman Tad Franklin Lee Gray
> > 512-513-0700 512-513-0368 512-513-2624
> > Aaron_Holst@dell.com Tad_Franklin@dell.com Lee_Gray@dell.com
> >
> >
> >
> > CONFIDENTIALITY NOTICE: This e-mail message, including any attachments, is for the sole use of the intended recipient's) and may contain confidential or proprietary information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, immediately contact the sender by reply e-mail and destroy all copies of the original message.
> >
> >  Please consider the environment before printing this e-mail
> >
> >
> > -----Original Message-----
> > From: Andrew Kirch [mailto:Andrew@trancecomm.com]
> > Sent: Wednesday, March 16, 2011 4:12 PM
> > To: Moore, Adan
> > Subject: Re: status update on tracking label for second laptop return?
> >
> > I've got to get an update on this. It's been a month, the customer is pissed and this is utterly unacceptable.
> >
> > Andrew
> >
> > On 3/10/2011 10:31 AM, Adan_Moore@Dell.com wrote:
>> >> I am waiting on RSM approval for the return. I will let you know as soon as I hear more.
>> >>
>> >>
>> >> Adan “AJ” Moore
>> >> Account Manager
>> >> Dell | Medium Business
>> >> office 512-513-0306
>> >> Email: adan_moore@dell.com
>> >>
>> >> Please send comments to my manager patrick_severs@dell.com
>> >>
>> >>
>> >> Team Specialists
>> >>
>> >> Server & Storage Specialist Software & Peripherals Specialist Dell Financial Services
>> >> Jason Merryman Tad Franklin Lee Gray
>> >> 512-513-0700 512-513-0368 512-513-2624
>> >> Aaron_Holst@dell.com Tad_Franklin@dell.com Lee_Gray@dell.com
>> >>
>> >>
>> >>
>> >> CONFIDENTIALITY NOTICE: This e-mail message, including any attachments, is for the sole use of the intended recipient's) and may contain confidential or proprietary information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, immediately contact the sender by reply e-mail and destroy all copies of the original message.
>> >>
>> >> P Please consider the environment before printing this e-mail
>> >>
>> >> -----Original Message-----
>> >> From: Andrew Kirch [mailto:Andrew@trancecomm.com]
>> >> Sent: Tuesday, March 08, 2011 1:17 AM
>> >> To: Moore, Adan
>> >> Subject: status update on tracking label for second laptop return?
>> >>
>> >>
> >
> > --
> > Andrew D Kirch
> > President
> > Trance Communications
> > 5707 N Indianola Ave
> > Indianapolis, IN 46220
> > 317-436-1024
> >
> >
> >
> > -----
> > No virus found in this message.
> > Checked by AVG - www.avg.com
> > Version: 10.0.1204 / Virus Database: 1498/3510 - Release Date: 03/16/11

update?.eml
Subject:
Re: status update on tracking label for second laptop return?
From:
Andrew Kirch
Date:
Wed, 16 Mar 2011 17:12:20 -0400
To:
Adan_Moore@Dell.com

I've got to get an update on this. It's been a month, the customer is
pissed and this is utterly unacceptable.

Andrew

On 3/10/2011 10:31 AM, Adan_Moore@Dell.com wrote:
> > I am waiting on RSM approval for the return. I will let you know as soon as I hear more.
> >
> >
> > Adan “AJ” Moore
> > Account Manager
> > Dell | Medium Business
> > office 512-513-0306
> > Email: adan_moore@dell.com
> >
> > Please send comments to my manager patrick_severs@dell.com
> >
> >
> > Team Specialists
> >
> > Server & Storage Specialist Software & Peripherals Specialist Dell Financial Services
> > Jason Merryman Tad Franklin Lee Gray
> > 512-513-0700 512-513-0368 512-513-2624
> > Aaron_Holst@dell.com Tad_Franklin@dell.com Lee_Gray@dell.com
> >
> >
> >
> > CONFIDENTIALITY NOTICE: This e-mail message, including any attachments, is for the sole use of the intended recipient's) and may contain confidential or proprietary information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, immediately contact the sender by reply e-mail and destroy all copies of the original message.
> >
> >  Please consider the environment before printing this e-mail
> >
> > -----Original Message-----
> > From: Andrew Kirch [mailto:Andrew@trancecomm.com]
> > Sent: Tuesday, March 08, 2011 1:17 AM
> > To: Moore, Adan
> > Subject: status update on tracking label for second laptop return?
> >
> >

update?.eml
Subject:
other laptop
From:
Andrew Kirch
Date:
Wed, 16 Mar 2011 17:03:45 -0400
To:
Adan Moore

AJ,

The first laptop has been received, the drive swapped, and will return
via UPS tomorrow (I have a tracking number from Alvin from the other
department). I still don't have any RMA info for the second laptop
which is being returned to get the wireless card, and the mini-10.
Please help me out here, as this has been a huge consumption of my time.

update?.eml
Subject:
Re: Dell Service Request# 831222580 || Replacement Order
From:
Andrew Kirch
Date:
Tue, 15 Mar 2011 19:56:19 -0400
To:
Alvin_Dela_Llana@Dell.com

Alvin,

Absolutely. The laptop is available at the 5707 Indianola address for pickup.

Andrew

On 3/15/2011 7:55 PM, Alvin_Dela_Llana@Dell.com wrote:
>
> Andrew,
>
>
>
> Just checking if I can schedule the pick-up now. Please advise.
>
>
>
> Regards,
>
> Alvin
>
>
>
> From: Andrew Kirch [mailto:Andrew@trancecomm.com]
> Sent: Wednesday, March 02, 2011 7:14 AM
> To: Dela Llana, Alvin
> Subject: Re: Dell Service Request# 831222580 || Replacement Order
>
>
>
> Alvin,
>
> Thank you for the response. As noted the customer may be at a convention when this arrives (assuming it arrives after Friday March 4). If that is the case, the end-user would pick the laptop up from me Monday, March 14. At this point, I will process the return.
>
> Andrew
>
> On 3/1/2011 6:01 PM, Alvin_Dela_Llana@Dell.com wrote:
>
> Hi Andrew,
>
>
>
> Good day to you.
>
>
>
> We were informed that the screen resolution of the Latitude E6510 (Service tag# JK7CYN1) under original order# 590286626 is not the one you expected and needs to be replaced with a screen capable of 1920X1080 resolution. We already submitted a request to have this replaced and it has already been approved under new order# 624212523. This usually ships within 3-5 business days and will be delivered the following day. An online notification will also be sent to you once it ships out.
>
>
>
> We will also schedule a pick-up for the Latitude unit you will return once the replacement is delivered so you will not be left without a computer.
>
>
>
> Best regards,
>
>
>
> Alvin Dela Llana
> DELL Inc. | Americas Customer Care
>
> Work Days: Monday to Friday
>
> Work Hours: 10:45 am to 7:45 pm CST
>
> Office: (888) 782-3355 ext # 4250376
>
> Email: alvin_dela_llana@dell.com
>
>
>
> How am I doing? You may receive a survey after your issue is resolved. I appreciate you taking the time to provide feedback on my performance by responding to the survey. You may also provide feedback by e-mail to my manager Jonalyn Gonowon @ Jonalyn_Gonowon@dell.com
>
>
>
> CONFIDENTIALITY NOTE: This e-mail message, including any attachments, is for the sole use of the intended recipient's and may contain confidential or proprietary information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, immediately contact the sender by reply e-mail and destroy all copies of the original message.
>
> P Please consider the environment before printing this email.
>
>
>
> No virus found in this message.
> Checked by AVG - www.avg.com
> Version: 10.0.1204 / Virus Database: 1435/3475 - Release Date: 03/01/11
>
>
>
>
> --
> Andrew D Kirch
> President
> Trance Communications
> 5707 N Indianola Ave
> Indianapolis, IN 46220
> 317-436-1024
>
> No virus found in this message.
> Checked by AVG - www.avg.com
> Version: 10.0.1204 / Virus Database: 1498/3508 - Release Date: 03/15/11

--
Andrew D Kirch
President
Trance Communications
5707 N Indianola Ave
Indianapolis, IN 46220
317-436-1024

No virus found in this message.
Checked by AVG - www.avg.com
Version: 10.0.1204 / Virus Database: 1498/3508 - Release Date: 03/15/11

update?.eml
Subject:
Re: status update on tracking label for second laptop return?
From:
Andrew Kirch
Date:
Sun, 13 Mar 2011 18:58:53 -0400
To:
Adan_Moore@Dell.com

AJ,

No label as yet.

update?.eml
Subject:
status update on tracking label for second laptop return?
From:
Andrew Kirch
Date:
Tue, 08 Mar 2011 02:16:59 -0500
To:
Adan Moore

update?.eml
Subject:
Re: Dell Service Request# 831222580 || Replacement Order
From:
Andrew Kirch
Date:
Tue, 01 Mar 2011 18:14:14 -0500
To:
Alvin_Dela_Llana@Dell.com

Alvin,

Thank you for the response. As noted the customer may be at a convention when this arrives (assuming it arrives after Friday March 4). If that is the case, the end-user would pick the laptop up from me Monday, March 14. At this point, I will process the return.

Andrew

On 3/1/2011 6:01 PM, Alvin_Dela_Llana@Dell.com wrote:
>
> Hi Andrew,
>
>
>
> Good day to you.
>
>
>
> We were informed that the screen resolution of the Latitude E6510 (Service tag# JK7CYN1) under original order# 590286626 is not the one you expected and needs to be replaced with a screen capable of 1920X1080 resolution. We already submitted a request to have this replaced and it has already been approved under new order# 624212523. This usually ships within 3-5 business days and will be delivered the following day. An online notification will also be sent to you once it ships out.
>
>
>
> We will also schedule a pick-up for the Latitude unit you will return once the replacement is delivered so you will not be left without a computer.
>
>
>
> Best regards,
>
>
>
> Alvin Dela Llana
> DELL Inc. | Americas Customer Care
>
> Work Days: Monday to Friday
>
> Work Hours: 10:45 am to 7:45 pm CST
>
> Office: (888) 782-3355 ext # 4250376
>
> Email: alvin_dela_llana@dell.com
>
>
>
> How am I doing? You may receive a survey after your issue is resolved. I appreciate you taking the time to provide feedback on my performance by responding to the survey. You may also provide feedback by e-mail to my manager Jonalyn Gonowon @ Jonalyn_Gonowon@dell.com
>
>
>
> CONFIDENTIALITY NOTE: This e-mail message, including any attachments, is for the sole use of the intended recipient's and may contain confidential or proprietary information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, immediately contact the sender by reply e-mail and destroy all copies of the original message.
>
> P Please consider the environment before printing this email.
>
>
>
> No virus found in this message.
> Checked by AVG - www.avg.com
> Version: 10.0.1204 / Virus Database: 1435/3475 - Release Date: 03/01/11

--
Andrew D Kirch
President
Trance Communications
5707 N Indianola Ave
Indianapolis, IN 46220
317-436-1024

No virus found in this message.
Checked by AVG - www.avg.com
Version: 10.0.1204 / Virus Database: 1435/3475 - Release Date: 03/01/11

update?.eml
Subject:
Re: update on laptops
From:
Andrew Kirch
Date:
Tue, 01 Mar 2011 18:11:30 -0500
To:
Adan_Moore@Dell.com

AJ,

I was just contacted regarding the exchange on the monitor laptop. With
regard to the other laptop (the DC air/car cable, and verizon wireless,
what is the status?) The customer is wanting to return, and purchase
the laptop with the dell mini, and the card/cable.

Andrew

On 3/1/2011 5:15 PM, Adan_Moore@Dell.com wrote:
> > At this point it is out of my hands I am unable to authorize a new order without payment. I have sent another email to Alvin the rep in charge of the exchange request and also one to his manager. I apologize for any frustration this causes but at this point I don’t have any update. I expect that the manager will email me shortly at that point I will call or email you with an update.
> >
> >
> > Adan “AJ” Moore
> > Account Manager
> > Dell | Medium Business
> > office 512-513-0306
> > Email: adan_moore@dell.com
> >
> > Please send comments to my manager patrick_severs@dell.com
> >
> >
> > Team Specialists
> >
> > Server & Storage Specialist Software & Peripherals Specialist Dell Financial Services
> > Jason Merryman Tad Franklin Lee Gray
> > 512-513-0700 512-513-0368 512-513-2624
> > Aaron_Holst@dell.com Tad_Franklin@dell.com Lee_Gray@dell.com
> >
> >
> >
> > CONFIDENTIALITY NOTICE: This e-mail message, including any attachments, is for the sole use of the intended recipient's) and may contain confidential or proprietary information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, immediately contact the sender by reply e-mail and destroy all copies of the original message.
> >
> >  Please consider the environment before printing this e-mail
> >
> >
> > -----Original Message-----
> > From: Andrew Kirch [mailto:Andrew@trancecomm.com]
> > Sent: Tuesday, March 01, 2011 4:05 PM
> > To: Moore, Adan
> > Subject: Re: update on laptops
> >
> > AJ,
> >
> > I've just been called by the customer again, she is leaving for a conference on Monday. What is the status on this?
> >
> > Andrew
> >
> >
> > On 3/1/2011 3:29 PM, Adan_Moore@Dell.com wrote:
>> >> I copied you on the reply I have been following up with her since the initial request she said that she was waiting on approval. I do not have a number to reach her hopefully she will provide a number for us to call her.
>> >>
>> >>
>> >> Adan “AJ” Moore
>> >> Account Manager
>> >> Dell | Medium Business
>> >> office 512-513-0306
>> >> Email: adan_moore@dell.com
>> >>
>> >> Please send comments to my manager patrick_severs@dell.com
>> >>
>> >>
>> >> Team Specialists
>> >>
>> >> Server & Storage Specialist Software & Peripherals Specialist Dell Financial Services
>> >> Jason Merryman Tad Franklin Lee Gray
>> >> 512-513-0700 512-513-0368 512-513-2624
>> >> Aaron_Holst@dell.com Tad_Franklin@dell.com Lee_Gray@dell.com
>> >>
>> >>
>> >>
>> >> CONFIDENTIALITY NOTICE: This e-mail message, including any attachments, is for the sole use of the intended recipient's) and may contain confidential or proprietary information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, immediately contact the sender by reply e-mail and destroy all copies of the original message.
>> >>
>> >> P Please consider the environment before printing this e-mail
>> >>
>> >> -----Original Message-----
>> >> From: Andrew Kirch [mailto:Andrew@trancecomm.com]
>> >> Sent: Tuesday, March 01, 2011 2:24 PM
>> >> To: Moore, Adan
>> >> Subject: Re: update on laptops
>> >>
>> >> AJ,
>> >>
>> >> I'm about to get sued here. It's been three weeks, the dell rep in the return department has not called or contacted me in any other way.
>> >> Please schedule a conference with me, yourself, and the return department rep today.
>> >>
>> >> Thanks
>> >>
>> >>
>> >> On 2/27/2011 8:07 PM, Adan_Moore@Dell.com wrote:
>>> >>> Andrew,
>>> >>> I reached out to representative in charge of the return again today. I asked her to contact you directly.
>>> >>>
>>> >>> Thanks for your patience,
>>> >>>
>>> >>>
>>> >>> Adan “AJ” Moore
>>> >>> Account Manager
>>> >>> Dell | Medium Business
>>> >>> office 512-513-0306
>>> >>> Email: adan_moore@dell.com
>>> >>>
>>> >>> Please send comments to my manager patrick_severs@dell.com
>>> >>>
>>> >>>
>>> >>> Team Specialists
>>> >>>
>>> >>> Server & Storage Specialist Software & Peripherals Specialist Dell Financial Services
>>> >>> Jason Merryman Tad Franklin Lee Gray
>>> >>> 512-513-0700 512-513-0368 512-513-2624
>>> >>> Aaron_Holst@dell.com Tad_Franklin@dell.com Lee_Gray@dell.com
>>> >>>
>>> >>>
>>> >>>
>>> >>> CONFIDENTIALITY NOTICE: This e-mail message, including any attachments, is for the sole use of the intended recipient's) and may contain confidential or proprietary information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, immediately contact the sender by reply e-mail and destroy all copies of the original message.
>>> >>>
>>> >>> P Please consider the environment before printing this e-mail
>>> >>>
>>> >>> -----Original Message-----
>>> >>> From: Andrew Kirch [mailto:Andrew@trancecomm.com]
>>> >>> Sent: Sunday, February 27, 2011 6:54 PM
>>> >>> To: Moore, Adan
>>> >>> Subject: update on laptops
>>> >>>
>>> >>> AJ,
>>> >>>
>>> >>> I still haven't gotten a response regarding the laptops, and the delay is both approaching three weeks, and starting to become unacceptable. I need a positive response from Dell by end of day Tuesday.
>>> >>>
>>> >>> --
>>> >>> Andrew D Kirch
>>> >>> President
>>> >>> Trance Communications
>>> >>> 5707 N Indianola Ave
>>> >>> Indianapolis, IN 46220
>>> >>> 317-436-1024
>>> >>>
>>> >>>
>>> >>>
>>> >>> -----
>>> >>> No virus found in this message.
>>> >>> Checked by AVG - www.avg.com
>>> >>> Version: 10.0.1204 / Virus Database: 1435/3472 - Release Date:
>>> >>> 02/27/11
>> >> --
>> >> Andrew D Kirch
>> >> President
>> >> Trance Communications
>> >> 5707 N Indianola Ave
>> >> Indianapolis, IN 46220
>> >> 317-436-1024
>> >>
>> >>
>> >>
>> >> -----
>> >> No virus found in this message.
>> >> Checked by AVG - www.avg.com
>> >> Version: 10.0.1204 / Virus Database: 1435/3475 - Release Date:
>> >> 03/01/11
> >
> > --
> > Andrew D Kirch
> > President
> > Trance Communications
> > 5707 N Indianola Ave
> > Indianapolis, IN 46220
> > 317-436-1024
> >
> >
> >
> > -----
> > No virus found in this message.
> > Checked by AVG - www.avg.com
> > Version: 10.0.1204 / Virus Database: 1435/3475 - Release Date: 03/01/11

update?.eml
Subject:
Re: update on laptops
From:
Andrew Kirch
Date:
Tue, 01 Mar 2011 17:04:30 -0500
To:
Adan_Moore@Dell.com

AJ,

I've just been called by the customer again, she is leaving for a
conference on Monday. What is the status on this?

Andrew

On 3/1/2011 3:29 PM, Adan_Moore@Dell.com wrote:
> > I copied you on the reply I have been following up with her since the initial request she said that she was waiting on approval. I do not have a number to reach her hopefully she will provide a number for us to call her.
> >
> >
> > Adan “AJ” Moore
> > Account Manager
> > Dell | Medium Business
> > office 512-513-0306
> > Email: adan_moore@dell.com
> >
> > Please send comments to my manager patrick_severs@dell.com
> >
> >
> > Team Specialists
> >
> > Server & Storage Specialist Software & Peripherals Specialist Dell Financial Services
> > Jason Merryman Tad Franklin Lee Gray
> > 512-513-0700 512-513-0368 512-513-2624
> > Aaron_Holst@dell.com Tad_Franklin@dell.com Lee_Gray@dell.com
> >
> >
> >
> > CONFIDENTIALITY NOTICE: This e-mail message, including any attachments, is for the sole use of the intended recipient's) and may contain confidential or proprietary information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, immediately contact the sender by reply e-mail and destroy all copies of the original message.
> >
> >  Please consider the environment before printing this e-mail
> >
> > -----Original Message-----
> > From: Andrew Kirch [mailto:Andrew@trancecomm.com]
> > Sent: Tuesday, March 01, 2011 2:24 PM
> > To: Moore, Adan
> > Subject: Re: update on laptops
> >
> > AJ,
> >
> > I'm about to get sued here. It's been three weeks, the dell rep in the return department has not called or contacted me in any other way.
> > Please schedule a conference with me, yourself, and the return department rep today.
> >
> > Thanks
> >
> >
> > On 2/27/2011 8:07 PM, Adan_Moore@Dell.com wrote:
>> >> Andrew,
>> >> I reached out to representative in charge of the return again today. I asked her to contact you directly.
>> >>
>> >> Thanks for your patience,
>> >>
>> >>
>> >> Adan “AJ” Moore
>> >> Account Manager
>> >> Dell | Medium Business
>> >> office 512-513-0306
>> >> Email: adan_moore@dell.com
>> >>
>> >> Please send comments to my manager patrick_severs@dell.com
>> >>
>> >>
>> >> Team Specialists
>> >>
>> >> Server & Storage Specialist Software & Peripherals Specialist Dell Financial Services
>> >> Jason Merryman Tad Franklin Lee Gray
>> >> 512-513-0700 512-513-0368 512-513-2624
>> >> Aaron_Holst@dell.com Tad_Franklin@dell.com Lee_Gray@dell.com
>> >>
>> >>
>> >>
>> >> CONFIDENTIALITY NOTICE: This e-mail message, including any attachments, is for the sole use of the intended recipient's) and may contain confidential or proprietary information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, immediately contact the sender by reply e-mail and destroy all copies of the original message.
>> >>
>> >> P Please consider the environment before printing this e-mail
>> >>
>> >> -----Original Message-----
>> >> From: Andrew Kirch [mailto:Andrew@trancecomm.com]
>> >> Sent: Sunday, February 27, 2011 6:54 PM
>> >> To: Moore, Adan
>> >> Subject: update on laptops
>> >>
>> >> AJ,
>> >>
>> >> I still haven't gotten a response regarding the laptops, and the delay is both approaching three weeks, and starting to become unacceptable. I need a positive response from Dell by end of day Tuesday.
>> >>
>> >> --
>> >> Andrew D Kirch
>> >> President
>> >> Trance Communications
>> >> 5707 N Indianola Ave
>> >> Indianapolis, IN 46220
>> >> 317-436-1024
>> >>
>> >>
>> >>
>> >> -----
>> >> No virus found in this message.
>> >> Checked by AVG - www.avg.com
>> >> Version: 10.0.1204 / Virus Database: 1435/3472 - Release Date:
>> >> 02/27/11
> >
> > --
> > Andrew D Kirch
> > President
> > Trance Communications
> > 5707 N Indianola Ave
> > Indianapolis, IN 46220
> > 317-436-1024
> >
> >
> >
> > -----
> > No virus found in this message.
> > Checked by AVG - www.avg.com
> > Version: 10.0.1204 / Virus Database: 1435/3475 - Release Date: 03/01/11

update?.eml
Subject:
Re: update on laptops
From:
Andrew Kirch
Date:
Tue, 01 Mar 2011 15:30:35 -0500
To:
Adan_Moore@Dell.com

AJ,

Thanks for pushing this forward. I'm in the unenviable position right
now of having exceptional civil liability in this issue because it
hasn't been solved, and I've spent so much time going back-and-forth
with Dell in the last 3 weeks that I've now lost money on this sale.
This needs to be addressed quickly before I'm out of pocket any further.

Andrew

update?.eml
Subject:
Re: update on laptops
From:
Andrew Kirch
Date:
Tue, 01 Mar 2011 15:23:55 -0500
To:
Adan_Moore@Dell.com

AJ,

I'm about to get sued here. It's been three weeks, the dell rep in the
return department has not called or contacted me in any other way.
Please schedule a conference with me, yourself, and the return
department rep today.

Thanks

On 2/27/2011 8:07 PM, Adan_Moore@Dell.com wrote:
> > Andrew,
> > I reached out to representative in charge of the return again today. I asked her to contact you directly.
> >
> > Thanks for your patience,
> >
> >
> > Adan “AJ” Moore
> > Account Manager
> > Dell | Medium Business
> > office 512-513-0306
> > Email: adan_moore@dell.com
> >
> > Please send comments to my manager patrick_severs@dell.com
> >
> >
> > Team Specialists
> >
> > Server & Storage Specialist Software & Peripherals Specialist Dell Financial Services
> > Jason Merryman Tad Franklin Lee Gray
> > 512-513-0700 512-513-0368 512-513-2624
> > Aaron_Holst@dell.com Tad_Franklin@dell.com Lee_Gray@dell.com
> >
> >
> >
> > CONFIDENTIALITY NOTICE: This e-mail message, including any attachments, is for the sole use of the intended recipient's) and may contain confidential or proprietary information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, immediately contact the sender by reply e-mail and destroy all copies of the original message.
> >
> >  Please consider the environment before printing this e-mail
> >
> > -----Original Message-----
> > From: Andrew Kirch [mailto:Andrew@trancecomm.com]
> > Sent: Sunday, February 27, 2011 6:54 PM
> > To: Moore, Adan
> > Subject: update on laptops
> >
> > AJ,
> >
> > I still haven't gotten a response regarding the laptops, and the delay is both approaching three weeks, and starting to become unacceptable. I need a positive response from Dell by end of day Tuesday.
> >
> > --
> > Andrew D Kirch
> > President
> > Trance Communications
> > 5707 N Indianola Ave
> > Indianapolis, IN 46220
> > 317-436-1024
> >
> >
> >
> > -----
> > No virus found in this message.
> > Checked by AVG - www.avg.com
> > Version: 10.0.1204 / Virus Database: 1435/3472 - Release Date: 02/27/11

update?.eml
Subject:
update on laptops
From:
Andrew Kirch
Date:
Sun, 27 Feb 2011 19:53:52 -0500
To:
Adan Moore

AJ,

I still haven't gotten a response regarding the laptops, and the delay
is both approaching three weeks, and starting to become unacceptable. I
need a positive response from Dell by end of day Tuesday.

update?.eml
Subject:
Re: mini 10
From:
Andrew Kirch
Date:
Tue, 22 Feb 2011 15:52:22 -0500
To:
Adan_Moore@Dell.com

AJ,

Any update on getting the return on his laptop authorized per my e-mail
yesterday? Any status update on the other laptop? I haven't heard back
yet from anyone on either issue.

Andrew

On 2/21/2011 2:42 PM, Adan_Moore@Dell.com wrote:
> > We cannot do that after the fact he would have to return that machine and order another one with the deal.
> >
> >
> > Adan “AJ” Moore
> > Account Manager
> > Dell | Medium Business
> > office 512-513-0306
> > Email: adan_moore@dell.com
> >
> > Please send comments to my manager patrick_severs@dell.com
> >
> >
> > Team Specialists
> >
> > Server & Storage Specialist Software & Peripherals Specialist Dell Financial Services
> > Jason Merryman Tad Franklin Lee Gray
> > 512-513-0700 512-513-0368 512-513-2624
> > Aaron_Holst@dell.com Tad_Franklin@dell.com Lee_Gray@dell.com
> >
> >
> >
> > CONFIDENTIALITY NOTICE: This e-mail message, including any attachments, is for the sole use of the intended recipient's) and may contain confidential or proprietary information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, immediately contact the sender by reply e-mail and destroy all copies of the original message.
> >
> >  Please consider the environment before printing this e-mail
> >
> >
> > -----Original Message-----
> > From: Andrew Kirch [mailto:Andrew@trancecomm.com]
> > Sent: Monday, February 21, 2011 1:30 PM
> > To: Moore, Adan
> > Subject: mini 10
> >
> > The male customer up north wants the mini-10 deal now too.
> >

update?.eml
Subject:
mini 10
From:
Andrew Kirch
Date:
Mon, 21 Feb 2011 14:30:00 -0500
To:
Adan Moore

The male customer up north wants the mini-10 deal now too.

update?.eml
Subject:
Fwd: got the check
From:
Andrew Kirch
Date:
Sun, 20 Feb 2011 00:55:14 -0500
To:
Adan Moore

AJ,

Per the note below, both laptops were to get the upgraded 1920x1080 screens. It now appears that this did not happen for either unit.

Andrew

-------- Original Message --------
Subject: got the check
Date: Tue, 25 Jan 2011 00:51:33 -0500
From: Andrew Kirch
To: Adan Moore

Please call me for CC details. Both of the laptops are going to be the
upgraded panel, please price accordingly.

--
Andrew D Kirch
President
Trance Communications
5707 N Indianola Ave
Indianapolis, IN 46220
317-436-1024

No virus found in this message.
Checked by AVG - www.avg.com
Version: 10.0.1204 / Virus Database: 1435/3453 - Release Date: 02/19/11

update?.eml
Subject:
second laptop, more parts missing
From:
Andrew Kirch
Date:
Thu, 17 Feb 2011 16:44:50 -0500
To:
Adan Moore

MOBILE BROADBAND Verizon Wireless Mobile Broadband Built-in (Gobi 2) edit

update?.eml
Subject:
missing adapter
From:
Andrew Kirch
Date:
Sun, 13 Feb 2011 15:09:33 -0500
To:
Adan Moore

Adan,

I delivered the second of the two laptops yesterday (Saturday), as the
customer was in town. That laptop was missing the DC car power adapter
which was included in the request.

ADDITIONAL POWER OPTIONS Dell 90W Auto/Air DC Travel Adapter

I will be in the office tomorrow, this needs to get fixed ASAP.

No virus found in this message.
Checked by AVG - www.avg.com
Version: 10.0.1204 / Virus Database: 1498/3522 - Release Date: 03/22/11

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All original posts (C) Andrew D Kirch 2009, all comments (C) the respective posters.
Trelane's Blog by Andrew D Kirch is licensed under a Creative Commons Attribution-Noncommercial 3.0 United States License.
Based on a work at www.trelane.net.

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Dell hates you, even if you're a business, even if you do tens of thousands in business

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