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rotan · 08-13-03, 11:09 PM

A Question to the DELL Service Center:
"Issue Category = Status of my order
>
> ***********************************************
> Problem Description:
>
> Sir:
> After waiting, waiting, and waiting, the ship date continues to be
> pushed back for the PPC2003 OS for my new Axim. You do not update the
> order status up front, I must manually enter my customer #, zip, and
> order tracking number to locate my outstanding order on the order
> status site. Are you ashamed of the service provided your customers
> in support of the products you market? By your actions, it would
> appear so. Your actions don't say a lot about your real concern, but,
> your lack of action speak louder than a thunder storm in support of
> your customer. Yes, you have my money, yes I trusted Dell, you had
> all that up front, and now you seem to want to throw it away little by
> little day by day - delay after delay after delay.
>
> The order in question, was placed via your web site in late June. Is
> the best you can do for an estimated receive date at my location the
> middle of September? Or, is it a case of your investment in and/or
> marketing agreement in/with other software companie(s) that won't have
> a product to offer due to it being (bundled)part of the new PPC2003
> OS? You cause a customer to form doubt and through your continued
> support, you foster the growth of that doubt into the lack of faith in
> a business partnership.
>
> Yes, I have the money and you want it, but, faith in business actions,
> real action, is the only way you can achieve a repeat customer.
> Without repeat customers, DELL will run out of a customer base."

Dell's Reply - Place another order?
"Thank you for contacting Dell Customer Care.

I apologize for the inconvenience caused with regard to this issue. Owing to the technical downtime and the issues pertaining to the performance of the OS, Dell is making every attempt to resolve the issues with the original software manufacturer. We will begin Shipping the upgrades once Dell is satisfied that the Upgrade O/S meets our highest quality standards for performance with our Axim PDA

I am sorry, however, we are unable to process the request to place the order for the same. As soon as the issues are completely resolved, you are welcome to buy the same from our software and peripheral department. You can contact them at:"

People/firms establish goals and completion dates to insure important business itmes are not dropped from the radar screen. I did not notice a specific date for resolution, only a self defensive statement that they were working on it. If I sent them a check and it was returned as ISF, would they expect me to reply in the same way Dell has responded to my order status? They would accept my check in good faith, no different than I accepted their product in good faith. There is no difference, in my opinion, DELL has dropped the ball.

08-13-03, 11:09 PM	#5 (permalink)
rotan Aximsite Prospect Join Date: May 2003 Location: Arizona Posts: 2 Thanked 0 Times in 0 Posts	A Question to the DELL Service Center: "Issue Category = Status of my order > > *********************************************** > Problem Description: > > Sir: > After waiting, waiting, and waiting, the ship date continues to be > pushed back for the PPC2003 OS for my new Axim. You do not update the > order status up front, I must manually enter my customer #, zip, and > order tracking number to locate my outstanding order on the order > status site. Are you ashamed of the service provided your customers > in support of the products you market? By your actions, it would > appear so. Your actions don't say a lot about your real concern, but, > your lack of action speak louder than a thunder storm in support of > your customer. Yes, you have my money, yes I trusted Dell, you had > all that up front, and now you seem to want to throw it away little by > little day by day - delay after delay after delay. > > The order in question, was placed via your web site in late June. Is > the best you can do for an estimated receive date at my location the > middle of September? Or, is it a case of your investment in and/or > marketing agreement in/with other software companie(s) that won't have > a product to offer due to it being (bundled)part of the new PPC2003 > OS? You cause a customer to form doubt and through your continued > support, you foster the growth of that doubt into the lack of faith in > a business partnership. > > Yes, I have the money and you want it, but, faith in business actions, > real action, is the only way you can achieve a repeat customer. > Without repeat customers, DELL will run out of a customer base." Dell's Reply - Place another order? "Thank you for contacting Dell Customer Care. I apologize for the inconvenience caused with regard to this issue. Owing to the technical downtime and the issues pertaining to the performance of the OS, Dell is making every attempt to resolve the issues with the original software manufacturer. We will begin Shipping the upgrades once Dell is satisfied that the Upgrade O/S meets our highest quality standards for performance with our Axim PDA I am sorry, however, we are unable to process the request to place the order for the same. As soon as the issues are completely resolved, you are welcome to buy the same from our software and peripheral department. You can contact them at:" People/firms establish goals and completion dates to insure important business itmes are not dropped from the radar screen. I did not notice a specific date for resolution, only a self defensive statement that they were working on it. If I sent them a check and it was returned as ISF, would they expect me to reply in the same way Dell has responded to my order status? They would accept my check in good faith, no different than I accepted their product in good faith. There is no difference, in my opinion, DELL has dropped the ball.