After losing one of the little grey rubber feet on my brand new X3i, I searched the boards for posts on the topic. What I found led me to believe I'd never get replacement feet from Dell.
At first, it took several e-mails to get a customer service rep to understand the problem and what I wanted. The replies were prompt, usually within 24 hours. After having to repeat the same information about my X3i to different CSRs, I finally got a response saying that replacement ruber feet had already been "dispatched" to me. That was relatively painless, I thought. That was also almost 4 weeks ago, I've not yet received them, and now Dell doesn't respond to my e-mails asking what happened.
For the benefit of others who may have a similar problem, and for the humor quotient it provides, below is a record of my e-mail correspondence with Dell. It's obvious that not all the CSRs are native English speakers....
If anyone at Dell knows where my rubber feet are, where they've been, or when they might make it here, I'd be interested in knowing. Many thanks.
P.S. Interestingly, after my final communication from Dell on Nov 3, I received an e-mail customer satisfaction survey asking me what I thought of my Dell customer service experience....
********************
Dear Valued Customer,
Thank you for contacting Dell's Customer Care Center. This message is
being sent to let you know we received your request for assistance. We
value you as our customer and your satisfaction is important to us. We are
working 24 hours a day, 7 days a week, to answer customer inquiries. A
Customer Service Representative normally responds to email inquiries within
one business day (6-12 Hours).
Sincerely,
Dell Customer Care
=============================
==COPY OF ORIGINAL MESSAGE==
=============================
Problem Description:
I just purchased an Axim X3i and the bottom round rubber feet on the back
have fallen off. Can I get them replaced? I understand the part # is
2Y350, description: BMPR,RBR,UPR,LF,BK,PDA,CLEM (RIGHT BUMPER)
BMPR,RBR,UPL,LF,BK,PDA,CLEM (LEFT BUMPER).
Thank you.
***********************************************
Sent To:
us_csd@dell.com
Referring URL: 138.88.196.158
Date Submitted: 11/1/2003
Date Received(K): 11/1/03 10:54:16 PM
**************************************
Dear David,
Thank you for choosing Dell Online Customer Care.
I apologize for any inconvenience this issue may have caused.
In order to better assist you I will need your customer account
or order/invoice number.
If you do not have these numbers, please provide the following
information so I may access your account:
Full Name on account
Address listed on account
Phone Number on account
System Service Tag: It is a 5 or 7-digit alphanumeric code located
on the back, bottom or right side of the system unit on a bar-
coded tag (ex. ABC12 or A1B2C3D).
If there is anything additional that you need, please feel free
to visit our online Customer Care Center at:
http://www.DellCustomerCare.com.
Again, thank you for choosing Dell Online Customer Care.
Sincerely,
Nestor
DTC22444
Monday - Friday, 10:00 am - 7:00 pm CST
Dell Online Customer Care
*****************************************
Dear David,
Thank you for choosing Dell Online Customer Care.
I apologize for the confusion and for any inconvenience this
situation has caused.
I regret to inform you that the representative you have been
corresponding with is currently unavailable. Rest assured, I
have reviewed your correspondence and I will do my best to address
this matter to your satisfaction.
After reviewing your request for assistance, I found out that
our technical support department will be able to best address
your concern. I have forwarded your request to their department.
You will receive a reply to your request shortly.
For future e-mails of a technical nature, you can e-mail technical
support directly. For technical support with your desktop system,
you can e-mail
support@us.dell.com. For assistance with your
notebook, you can e-mail
dellmobile@dell.com.
Once again, I apologize and truly regret any inconvenience or
frustration this matter may have caused. We value you as our
customer and your satisfaction is very important to us.
If there is anything additional that you need, please feel free
to visit our online Customer Care Center at:
http://www.DellCustomerCare.com.
Again, thank you for choosing Dell Customer Care.
Respectfully,
Catalina
DTC22446
Tuesday - Saturday, 8:00 am - 4:30 pm CST
Dell Online Customer Care
*******************************************
Dear David,
Thank you for contacting Dell eSupport and Services (ESS).
David, I request for your valuable time and kind co-operation
and so that this issue should resolved at the earliest.
David, please provide verification of the following information:
Name of person to contact:
Service (shipping) address (No PO Boxes):
Daytime phone of contact:
Alternate contact number:
Service tag (5 or 7-digit alphanumeric ID located on a sticker
with a bar code on either the back, bottom or right-side of your
system - something like 5X04J) or Order Number:
Once this information is verified, I will arrange for the appropriate
warranty service.
Thank you for choosing Dell.
Have a Great Day!
Warm Regards
Respectfully,
** Victor **
** ~DTC22289 **
** Sunday - Thursday 01.00 to 09.30 **
Dell eSupport and Services
**************************************
Dear David,
Thank you for contacting Dell Technical Support
Davd, I truly regret any inconvenience this matter may have caused.
We value you as our customer and your satisfaction is very important
to us.
David, if I understand the issue correctly you are facing a
problem with the round rubber feet which has fallen off.
David, to resolve the issue the dispatch has already been setup
for the round rubber feet.
We assure you of our best services at all times.
Thank you for choosing Dell.
Respectfully,
** sean**
** ~DTC26006 **
** 9:30am-6:30pm CST (Sun-Thu) **
Dell eSupport and Services
