Yet More Dell “Fun”

This is a good example of why Dell Customer Service has acquired such a bad reputation in recent years. Why do businesses offer customer service via email, and then always ask the customer to call when there’s a issue? That just doesn’t compute for me. There are people who don’t have the option, perhaps due to disability. (Technically, I can call, but trying to read off long numbers to an Indian or Panamanian is not my idea of fun.) Others simply prefer to use email. Besides, I’ve already provided the meager information I have on this missing order so a phone call would be completely redundant. I don’t know what more I can provide to help find the order.

—–Original Message—–
From: US_CAG_Customer_Care [mailto:US_CAG_Customer_Care@dell.com]
Sent: Monday, March 05, 2007 6:16 AM
To: Scott Royall
Subject: RE: Dell Support Request: Status of my order #kptx# (KMM44571161I57L0KM)

Dear Mr. Royall,

Thank you for contacting Dell Online Customer Care.

I understand from your e-mail that you have placed an order online, however you have not received the confirmation.

Mr. Royall, I apologize for the inconvenience caused to you due to the order confirmation. I would like to inform you that we always send the order confirmation with in 24 hours after place the order. As you did not receive the order confirmation So, I would suggest you please get in touch with our Sales Department at: 1-800-999-3355 between 7 AM to 11 PM CST All days. Our representatives at Sales Department would be glad to assist you with this concern.

We immensely value our relationship and consider it a privilege to serve you. We value you as a customer and your satisfaction is our highest priority.

Thank you for giving me the opportunity to assist you. Your case number for this interaction is 158608362. Please keep this number for your records; it will help us keep track of this issue so we can better assist you if you have any further questions or concern about your issue.

If you require further assistance, please feel free to visit our website at:

http://support.dell.com

Thank you, again for contacting Dell Online Customer Care.

Respectfully,

Harvindra Singh

Rep ID: 493895

1200 hrs to 2100 hrs CST

Dell Online Customer Care

http://support.dell.com

When responding to me, please use the *REPLY* function of your e-mail program. This will keep the SAME SUBJECT LINE of our e-mail. Otherwise your message may be delayed or lost.

Original Message Follows:

————————

No, I am a very experienced Dell customer and already was aware of all this

verbiage. I never received the confirmation emails, but my DPA was

definitely charged.

From: US_csd@dell.com [mailto:US_csd@dell.com]

Sent: Sunday, March 04, 2007 4:21 PM

To: royall@conchbbs.com

Subject: Re: Dell Support Request: Status of my order #kptx#

(KMM2264975I4735L0KM)

<http://www.dell.com/&gt; Buy Online or Call 1-800-WWW-DELL

<http://www.support.dell.com/&gt; Dell Customer Support

<http://search.dell.com/&gt; Search Dell

<http://www.dell.com/us/en/gen/corporate/general_news_news.htm&gt; About Dell

<http://emarketing.us.dell.com/Apps/DCS/mcp?q=STD00JTFt9kZOu&gt; Please help

us

improve this

Automated Response

Please read the first paragraph below to see if our Email Automated Response

addresses your question; if not, follow the bold blue instructions at <>

the bottom of this message.

Dear Dell Customer,

In an effort to provide you with an answer to your question or concern as

quickly as possible, our automated response system is sending this first

reply to your inquiry. If the system has interpreted your message correctly,

you have asked a question about an Order Confirmation e-mail or about how to

check the status of your order. This response covers the topics listed below

in the Table of Contents.

=================

Table of Contents

=================

1. Receiving confirmation of order placed online

2. Possible causes for not receiving one of the confirmation e-mails

3. Requesting copy of confirmation e-mail

4. Checking the status of your order

5. An important note about fraudulent confirmation e-mail

1. Receiving confirmation of order placed online

==============================

When you place an order online, if your order is received correctly by Dell,

you will receive two e-mails confirming your order. The first e-mail you

will receive is an Order Acknowledgement e-mail. This e-mail indicates that

your order was successfully submitted through the Web Server. The Order

Acknowledgement e-mail will list the billing and shipping information you

entered and the items you ordered.

The second e-mail you will receive is an Order Confirmation e-mail. It may

take up to 1 business day from the time you submit your order before you

receive this e-mail. This e-mail indicates that the order was successfully

entered into Dell’s system and is ready to be sent to production once

payment authorization has been received. This e-mail will provide your Order

Number, and total cost including shipping/handling and any applicable tax.

2. Possible causes for not receiving one of the confirmation e-mails

==============================

Delivery of an e-mail involves many different processes all working together

in order to be successful. If any of these processes are not functioning

correctly, it can cause a delay in, or even prevent delivery of, the e-mail.

For example, if a server goes down that is between Dell and your ISP, it

will cause a break in the flow of the e-mail. Below are some common causes

for not receiving one, or both, of the confirmation e-mails.

If you do not receive the Order Acknowledgement e-mail, it could be due to a

misspelled e-mail address when the order was placed, or it could indicate

the order was not successfully submitted through the Web server. It is

recommended that you do NOT place a new order. If the problem is only due to

a misspelled e-mail address, placing a new order could cause a duplicate

order. In turn, you would receive and be charged for two orders. Instead, we

recommend that you reply to this message. You will receive a reply from a

representative within approximately 24-48 hours, and the representative will

be able to check to see if your order was received by Dell. If it has not

been received, then you can place a new order. For even quicker assistance,

you may chat immediately with a Dell representative by visiting the

following web address:

http://support.dell.com/chat

If you receive the Order Acknowledgement e-mail, but do not receive the

Order Confirmation e-mail, this may indicate a problem with the order. The

problem could be with the configuration ordered, or with the payment

information provided. Please note that this confirmation e-mail may take up

to 1 business day to receive. If you do not receive the confirmation e-mail

within 1 business day, we recommend that you check "My Account" to see if

your order is listed. For information on logging into "My Account", please

see Section 3 of this document.

If your order is not listed under "My Account", you may reply to this e-mail

and a representative will be able to assist you with your order. For quicker

assistance, you may chat immediately with a Dell representative by visiting

the following web address:

http://support.dell.com/chat

3. Requesting copy of confirmation e-mail

==============================

Unfortunately, we are unable to send a copy of the confirmation e-mail once

it has been sent to the customer. However, if you need a copy of the items

listed on your order, you may obtain a copy of your quote by logging onto

"My Account" on Dell’s Web site. Simply go to the following address:

http://membership.dell.com/dellportal/signin.aspx?c=us

<http://membership.dell.com/dellportal/signin.aspx?c=us&l=en&s=dhs&cs=19&~ck

=pn> &l=en&s=dhs&cs=19&~ck=pn

Enter your information, or if you have not registered for "My Account", you

will need to click "here". After signing in, click "Order Status". Click on

the Order Number for your order to see the Order Details, which will list

the items on the order.

4. Checking the status of your order

==============================

If you placed your order through Dell’s Web site, you can sign into "My

Account" to check the status of your order.

If you placed your order over the phone and haven’t set up an account under

"My Account", you may enter your Reference Number and Verification Data in

the Order Status boxes located at the following URL:

http://support.dell.com/support/order/status.aspx?c=us

<http://support.dell.com/support/order/status.aspx?c=us&cs=19&l=en&s=dhs&gt;

&cs=19&l=en&s=dhs

Using the drop-down boxes on this page, you can select the type of

information that you will provide for both the Reference Number and the

Verification Data.

For the Reference Number you can choose from the following list:

Order Number

Customer Number

Link Number

PO Number

For the Verification Data you can choose from the following list:

Customer Number

Link Number

PO Number

Zip Code

Company Name

For your security, we require two unique pieces of information. This means

that you can not use (for example) your Customer Number as both the

Reference Number and the Verification Data.

TIP: When entering your data, do not use any parentheses, spaces, or dashes.

Once the Order Status Web site lists the order as shipped, you can click on

"View Shipping Detail" to get shipping status/waybill information, if

available. If the waybill information is not available, you may reply to

this message and a Customer Service representative will be able to assist

you. You may also call our automated status line at (800) 433-9014 for order

status inquiries. You may also chat immediately with a Dell representative

by visiting the following web address:

http://support.dell.com/chat

5. An important note about fraudulent confirmation e-mails

==============================

If you have received a confirmation e-mail but have not ordered anything

from Dell, it is probably a spoof email. Three fraudulent e-mail addresses

that have been identified are "customercare@dell.com," "info@dell.com," and

"orders@dell.com." If you have received an e-mail from any of these

addresses, you have received a spoof e-mail.

Spoof emails, also known as hoax or phishing emails, are fraudulent emails

that claim to be sent by well-known companies, usually in an effort to

obtain financial or personal information in order commit identity theft.

These emails may have harmful viruses attached. Never open an email

attachment from an unknown or suspicious party.

If a fraudulent email you received refers to an order, please be assured

that we are not processing the order or charging you for anything referenced

in the email.

In an effort to stop this criminal activity, the Federal Bureau of

Investigation has requested that you report any suspicious e-mails by filing

a complaint at the following web address:

http://www.ic3.gov

For more useful information about these types of emails and how to protect

yourself against them, you may visit the following web address:

http://www.dell.com/spoof

******************************************************

******************************************************

Original Message Follows:

————————

*****************************************

— Start customer’s original message —

*****************************************

* * * PLEASE DO NOT CHANGE THE SUBJECT WHEN REPLYING * * *

*** This is a feedback Message from the Dell Online Communications Center.

***

******************************************************************

Customer Information:

***********************************************

Requesting Organization(Empty for DHS) =

Name = Scott Royall

Customer Number =

Requestor E-Mail =royall@conchbbs.com

Contact Phone =281-923-3594

Service Tag =

Order Number =

Issue Category = Status of my order

Year Of Birth = NA

***********************************************

Ship To Address:

, –

Bill To Address : 15906 Manfied

Houston, TX 77082-

***********************************************

Problem:

I ordered a Western Digital 500 GB external hard-drive last Wednesday or

Thursday. I received no confirmation emails, and nothing about it appears in

My Order Status. However, my Dell Preferred Account was charged for the

purchase. Where is it?

***********************************************

Sent To: us_csd@dell.com

Referring URL: 72.177.161.190

Date Submitted: 3/4/2007

Date Received(K): 3/4/07 04:21:07 PM

KMM: KMM2264975I4735L0KM

***************************************

— End customer’s original message —

***************************************

If this document does not fully answer your question or solve your problem,

you may chat <http://support.dell.com/chat&gt; immediately with a Dell

Customer Service representative, or reply to this document to be contacted

by a Dell Customer Service representative (normally within one business

day).

Dell’s Customer Service agents can assist you with non-technical issues like

order changes, billing, and delivery questions.

Dell’s Technical Support agents are available to assist you with hardware

issues as long as your Dell hardware is still under warranty and solving

this kind of problem is included in Hardware Warranty Support. To reach

them, please chat <http://support.dell.com/chat&gt; or e-mail

<https://support.dell.com/support/supportrequests/create.aspx?c=us&cs=19&l=e

n&request=true&s=dhs> Technical Support.

If your hardware warranty support has expired and you wish to speak to an

agent, Dell offers a fee-based diagnostic service with our technical support

agents. This fee is charged per incident and will include phone diagnostic

support only. Please visit the Expired <http://www.dell.com/ar-t001&gt;

Warranty page for more information or call 800-624-9896 and choose the

option for Technical Support. Please be sure to enter your Express

<http://support.dell.com/support/topics/global.aspx/support/kb/en/document?d

n=1027149&l=en&langid=1&c=us&cs=19&s=dhs> Service Code when prompted.

If your technical issue is not handled by Technical Support, our Dell On

Call <http://www.dell.com/ar-t010&gt; service may be able to assist you for a

fee at 866-934-3355, or you can utilize other Self-Help options on

Support.Dell.Com <http://www.dell.com/ar-t002&gt; . Dell On Call supported

products and more details can be found on the Dell On Call

<http://www.dell.com/ar-t010&gt; site.

_____

Special Request for AOL Users Only: AOL’s e-mail application is set to

truncate message "threads" which eliminates important technical support

information. Please select "Include original text in Reply" in your AOL

configuration before you reply to this message.

_____

For the best support results, please address only one issue per e-mail. The

artificial intelligence application and Dell’s e-mail agents can also help

you most effectively with one issue per communication.

On Support.Dell.Com <http://www.dell.com/ar-t002&gt; you will find many of the

same resources and troubleshooting tools our Dell agents use to answer your

common questions.

Some of the Self-help options for most issues:

* Dell <http://www.dell.com/ar-c003&gt; Support 3

(for Windows XP only) is a complimentary, automatic upgrade and notification

system for your computer that offers you software updates and information

that is relevant to your specific computer.

* Dell <http://www.dell.com/ar-c004&gt; Community Forum

is an online community where our customers are providing solutions to other

customers.

* Interactive <http://www.dell.com/ar-c005&gt; troubleshooting

on the Dell Solution Network.

* FAQs <http://www.dell.com/ar-c006&gt;

Find answers to the most commonly asked questions.

* To try this

Email Automated Response <http://www.dell.com/ar-c007&gt; again, rephrase your

question or issue and limit it to one concise issue. When emailing or

chatting for for hardware warranty support issues, please include the

results of any troubleshooting you performed.

DISCLAIMER

The information in this document has been reviewed and is believed to be

accurate. However, neither Dell nor its affiliates assume any responsibility

for inaccuracies, errors, or omissions that may be contained herein. In no

event will Dell or its affiliates be liable for direct, indirect, special,

incidental, or consequential damages resulting from any defect or omission

in this document, even if advised of the possibility of such damages. This

information applies to the continental United States only, unless

specifically stated otherwise.

<http://www.dell.com&gt; Buy Online or Call 1-800-WWW-DELL

<http://emarketing.us.dell.com/Apps/DCS/mcp?q=STD00JTFt9kZOu&gt; Please help

us improve this Automated Response

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