FW: Disposition of my case

—–Original Message—–
From: Scott Royall [mailto:royall@conchbbs.com]
Sent: Wed
Subject: FW: Disposition of my case

Mr. Menchaca,

I’m sorry to keep bothering you, but I have reached an impasse with Mr.
Nations. He persists in believing he understands my needs better than I do!
If Mr. Nations had bothered to develop a good working relationship with me,
I would’ve explained that the Gen2 had been an experiment for me. It
revealed that laptops that big don’t mate well with my wheelchair.
Unfortunately, Mr. Nations never let me get to discuss what I learned from
the Gen2. Now I find out he’s sent another big, bulky, power-hungry laptop
simply because he ASSUMED it was right for me. Do I really need to involve
the legal system just to get service? Argh! Help!

Ironically, I just spent this evening building a M1210 configuration that’s
much closer to what I actually need for the same price! All Mr. Nations
needed to do was ask me. Now I’m thoroughly fed up with him and despair ever
getting what I really need.

Lester,

I just noticed that a M1710 has appeared on my account, and is on its way.
Do I have to contact my attorney to get the correct laptop? A M1710 is much
too big for me to use. Its size also makes its screen fragile and
power-hungry. A M17xx is totally unacceptable to me. That’s one of the
lessons the Gen2 taught me.

STOP TRYING TO SHOVE A USELESS LAPTOP DOWN MY THROAT AND PLEASE START
LISTENING! I CANNNOT USE A 17-INCH LAPTOP AS MY PRIMARY LAPTOP. THE SIZE
CAUSES MORE PROBLEMS THAN IT SOLVES! STOP TRYING TO FORCE THINGS ON ME THAT
I CANNOT USE!

—–Original Message—–
From: Scott Royall [mailto:royall@conchbbs.com]
Sent: Wednesday, July 19, 2006 3:59 AM
To: ‘lester_nations@dell.com’
Cc: ‘Lionel_Menchaca@Dell.com’
Subject: Disposition of my case

First, my apologies for the interrupted call, the Latitude C800 I am forced
to use is quite difficult for me.

In regards to the Gen2, I assume that, by irreparable, you really mean it
cannot be made to run at full speed without overheating. Ok, I can concur
with that analysis, but you miss the bigger picture. The Gen2 was actually
very reliable in low speed, and appropriate as a backup. I realize that you
don’t really understand the importance of that. The Gen2, while good as a
backup, is too large to be used as my main laptop. The size is what caused
me to accidentally crack two screens. The M170 that you propose as an
exchange is unacceptable because it is essentially another Gen2. PLEASE DO
NOT SEND ANY 17-INCH LAPTOPS; I would have to return them.

Again, my preference is to leave the service status of the Gen2 unchanged
and give my Dell Preferred Account a thousand-dollar credit toward a new
laptop. If Dell is determined to perform an exchange, I have researched this
on my own, and determined that the 1210 would be the better option. It is
the size of a C800, and two sources have confirmed that it shares the
keyboard and power requirement with the Gen2. That makes the M1210 the best
choice.

I am aware of Mr. Menchaca’s position. Unfortunately, Dell Level 2 Support
is rather inscrutable. If you ignore my email for weeks, I can only use
whatever contacts Dell does provide to jump-start the process. You are now
aware that I will not accept a M170 so that’s a non-start (because the size
of the Gen2 led to a lot of my problems). Resume communicating, and we’ll
wrap this situation up much sooner.

Scott Royall

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