01/09/2007 - DELL IS CONFUSED, NO SMALL WONDER
For those following this saga, I replied to Dell again, patiently explaining my case. You'll read my response here, and then, UNBELIEVABLY, you'll see an automated message I received from Dell telling me that since I have an XPS system, I need to call an 800 number rather than email the support staff. I have received this same automated message several times over the last two weeks that I have been fighting this battle.
At this point, I have given up on my Vista upgrade and given up on Dell. Their customer service is atrocious. Their support staff can't comprehend English with any proficiency. Yes, they can read the words but can't follow the thought or the logic. Their replies are scripted and hot-keyed (especially in chat) and when they do need to type something in by hand, the replies are filled with spelling and grammatical errors. Not a positive reflection on a major corporation.
Original Message Follows:
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Pankaj,
I have the CD. When I bought my XPS system 10 months ago, the application to create the OS CD did not work. I contacted Dell and attempted to get a copy of the CD, but that was never resolved and the CD was never sent. Ten months later (three weeks ago) we had a terrible storm that crashed my hard drive. I bought a 500 gb hard drive from Dell, but since I had no OS CD for the XPS, I had to spend $190 to buy another Windows XP license.
AFTER buying that software THEN I found a link on Dell to request the orginal OS CD, so I did that. But I'd already bought the XP because my previous contact with Dell to acquire those CD's was never resolved.
Then, it became an issue of the XP that I bought. Tiger Direct and all your competitors are not selling XP without the Vista upgrade. My complaint is that Dell sold me, two weeks ago, Windows XP with no upgrade voucher. It's obsolete software. I paid Dell $190 for it. Now Dell wants another $49 for the Vista upgrade. My case is that as I just bought XP two weeks ago for $190, Dell should ship me the Vista upgrade and not squeeze me for another $49. Amazon.com is selling Vista Business now for $199. Why is Dell doing this to a good customer like me?
Why is this the FIFTH TIME that I've explained this to now the FOURTH person from Dell and no one seems to understand what I'm talking about? All my friends and business associates here understand my point, but Dell does not. All I want is my Vista upgrade and I don't want to pay $49 for it, because I just paid $190 for XP two weeks ago, software that is now obsolete.
I sincerely hope this is understandable. It's not rocket science, just one unhappy customer who has spent a lot of money with Dell in the past and can't understand why, over $49, this continues to be an issue.
Jim
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Please do not modify the subject line when responding. The subject line is
used to properly route your e-mail to the correct agent.
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Dear Mr.Coleman,
Thank you for contacting Dell Technical Support.
I see that you have questions regarding your Dell XPS system. As the owner of a Dell XPS, you have access to a specialized support team dedicated to the Dell XPS line of systems.
In order to reach the XPS team, you will need to call 800-232-8544. You will be prompted to enter your Express Service Code from your XPS system. Using the express service code will route you directly to an XPS Team technician.
Thank you for choosing Dell.
Noel
Dell Rep ID 01439096
Dell Technical Support