RE: Dell Order



Thank you for your time, but I contacted the Executive Escalation
Team. I’m now officially “off the reservation” shopping with
the big boys again.




From: []
Sent: Friday, August 14, 2009 11:08
Subject: RE: Dell Order


The system that I had in mind
would be the studio xps 16, take a look into that system.  I think that
system would meet and exceed all of your expectations.



From: Scott Royall
Sent: Monday, August 10, 2009 8:56 PM
To: Fuqua, Andre; Bernier, Richard
Subject: RE: Dell Order


You are nothing if not persistent. Very well. Does your favorite
system have a magnesium body? In truth, magnesium isn’t a core
requirement, but it’s an indicator of how Latitudes are built. The
closest consumer line item in recent history was the M1710. It had great reliability,
and I still have one. However, the M17xx is simply too large and power-hungry.


Take your favorite system and max it out. That will give you a
starting point. The only hardware component I don’t bother maxing out is
the CPU itself, and that’s because anything over 2.2 GHz is wasted on
current software. That means 4 GB memory, highest capacity (250 GB minimum)
hard-drive, discreet graphics (preferably Nvidia), and compatibility with the
series “D” power adapter.


Yet, that doesn’t really tell the story. There are a bunch
of requirements around the physical layout of the laptop. A full-sized keyboard
is a must. The screen needs to be 15” with resolution of 1400 x 900.
Additionally, the ports need to be in certain places, and the bottom has to be
relatively flat. The latter is because the laptop will be held in place with
industrial Velcro. In fact, I’ll need a full set of pictures of the
laptop to judge its suitability.


Vibration resistance is critical for anything on my wheelchair,
as is rain resistance. You’ll say, “laptops shouldn’t be
rained on,” but neither should people. Bad things are going to sometimes
happen, and a closed laptop should resist rain. (That is one of the few
strengths of the M1530; the closed lid has two grooves that act as miniature
rain gutters.)


Bluetooth and 802.11n are mandatory, Verizon EVDO highly


From: []
Sent: Monday, August 10, 2009 16:44
Subject: RE: Dell Order


We do have a couple of systems
that rival that system especially our new studio xps systems along with a
couple of studio systems that meet that criteria.  Plus, I’m looking
to know the actual specs and components that you are looking for on the
system.  I mean with your dpa account we can diffidently get you a system
that meets your needs, just let me know so that I can look further into this


From: Scott Royall
Sent: Monday, August 10, 2009 2:28 PM
To: Fuqua, Andre; Bernier, Richard
Subject: RE: Dell Order




From: []
Sent: Monday, August 10, 2009 14:25
Subject: RE: Dell Order


So what is the component on the
E6400 that you guys are impressed by that you feel that you can’t get on
any other system?


From: Scott Royall
Sent: Monday, August 10, 2009 1:24 PM
To: Bernier, Richard; Fuqua, Andre
Subject: RE: Dell Order




You’re right, the E6400/ATG would work if it was a inch
bigger. But then again, that’s still in the Small Business category,
which is the real problem.




From: []
Sent: Monday, August 10, 2009 09:30
Subject: RE: Dell Order




In short, the last computer Mr.
Royall purchased from Dell was a XPS 1530.  It did not stand up well, as
compared to past XPS models. 


Mr. Royall’s needs beckons
for an ATG model, if only the screens were bigger.  So, he has done his
research and determined that the Latitude
E6500 fits him better than
anything else we offer at the moment. 


How can you assist Mr. Royall to purchase a Latitude with a
DFS account?


Best regards,


Richard Bernier
Dell Social Media Group

Dell Inc.
800-822-8965 Ext. 726-8859 |
Got twitter? You can
contact me right now.

Read my blogs at Direct2Dell

Doing good or needing
improvement, either way you can contact my manager


From: Fuqua, Andre
Sent: Sunday, August 09, 2009 9:36 AM
To: Bernier, Richard
Subject: RE: Dell Order


Hello Mr. Bernier


My name is Andre Fuqua and I am
a sales rep here at dell and I was trying to see if we could help Mr. Royall
get into a system .  He advised me to get in touch with you to get a
better understanding of the components and things that he may be looking for on
a system.


From: Scott Royall
Sent: Friday, August 07, 2009 6:27 PM
To: Fuqua, Andre
Cc: Bernier, Richard
Subject: RE: Dell Order




Please rest assured that I do understand you’re trying to
help. Yet, as the attached messages show, the situation is significantly more
complicated than what Stacey told you. The attached message string includes my
final message to Stacey, which hasn’t been sent yet at Richard’s
request. He asked for a few days to find a real solution.


As to the consumer line, I am probably on par with you in
familiarity of it. The only consumer-grade laptop that might meet my
reliability requirements is the M1730, but it is too heavy and power-hungry.


I encourage you to have a phone chat with Richard. He knows a
good deal about my computer needs, and the reasons behind them.




Sent: Friday, August 07, 2009 09:26
Subject: RE: Dell Order


Hi Mr. Royall,


My name is Andre Fuqua and I am
sales consultant here at Dell.  Stacey was telling me that you were
interested in a new system and that you felt that our consumer system might not
be able to suit your needs.  I was wondering if you could either tell me
what components that you were looking for on the system or what you were
planning on using the system for so that we could find you something that
definitely exceeded you expectations.


From: Ebert, Stacey
Sent: Wednesday, August 05, 2009 4:47 PM
To: ‘’
Cc: Fuqua, Andre
Subject: RE: Dell Order


Mr. Royall,


I understand that you are
frustrated with the situation and I know that you have been told different
stories, unfortunately there is not away to buy a “Business”
notebook with your DPA account.  I can put you in contact with a sales rep
(Andre Fuqua) for the consumer systems if you would like and they can help you
build a system that would fit your needs.


The only other option would be
to try to apply for a Business line of Credit or pay using a major credit card
– I am not sure if that is an option for you.  Please let me know if
you would like me to have a sales rep email you or if you would like to pay
using another method of payment.


Thank you,




From: Scott Royall
Sent: Wednesday, August 05, 2009 3:04 PM
To: Ebert, Stacey
Cc: Bernier, Richard
Subject: RE: Dell Order



Ok, let me walk you through the situation. I feel like I’ve been through
this 10,000 times already, but that’s not your fault. Richard, please chip in
if you have anything that will help Stacey understand.


Yes, I am disabled. I will include a small picture of myself to
give you a glimpse into my reality. As the picture suggests, I depend on
computers for everything from speaking to finances. That’s why a laptop
is always attached to my wheelchair; I’m just about dead without one.
Yet, I used to work for a living regardless of my disability. In fact, I wrote
the software I talk with while employed by Shell Oil. Unfortunately, Shell
started shedding its IT staff in 2002, and I haven’t been able to find work
since then. Thus, I no longer have the credit rating necessary to open accounts
of any type. My DPA is over a decade old, and I have obviously no problem
maintaining it, but that is doing nothing for me now.


Realizing that you’re a DFS manager, I know that you may not
understand the fundamental difference between consumer and business products.
The former trade reliability for fancier features, while the latter act more
like small M1A2 main battle tanks. Hopefully, you begin to appreciate that
reliability isn’t merely important to me, it is mission-critical. I’ve
been purchasing Dell laptops for nearly 15 years, and my DPA used to be good
for business products too. The consumer grade laptop that I’m running now
has to be classified as a failure. Although I enjoy some of its features, it
lacks the core reliability that’s critical to me.


To recap: I need business reliability, but there is no way your
accountants would approve opening a new account for me. For that matter, why
should I have two accounts when there is still only one Dell? I know,
management always wants to divvy a company up so performance can be measured
more easily. I know, I was in business. However, I no longer am, and I still
need business-quality equipment so please find a solution.




From: []
Sent: Wednesday, August 05, 2009 09:20
Subject: Dell Order


Dear Mr. Royall,


Thank you for contacting us about trying to place an order, the
account you have is a DPA and is for consumer use only not for Small/Medium
Business use.  If you would like to purchase a Small Business computer(E
series) you would need to apply for a Small/Medium Business Line of credit
(DBC) or Lease.  To apply for a Business line of credit use the following
link after you have built your E series system:


Or you can place on order for another product for consumers,
by clicking on the “For Home” tab on the home page of



You DPA account has a zero balance and there is nothing to
prevent you from placing a order under the “For Home” tab at   I do apologize that the DPA account that you have cannot
be used for Small/Medium Business purchases.


Please email me if you have any other questions,

Thank you,



Stacey Ebert
| Financial Services, LLC

Customer Service & Support

(800)-283-2210 Ext. 7231891

Direct (512)

(512) 779-0653

yourself necessary to somebody."

-Ralph Waldo Emerson





I don’t mean any offense, but the following form email
suggests that I may understand the nature of your organization a little better
than you do. The basic problem is that people in the technical and customer
support chains at Dell are only taught to follow their little scripts. They
aren’t really trained to recognize and resolve problems. I’m afraid the only
way to resolve my particular issue is by putting me in touch with someone in


Yes, I am rather angry at this point. I’m simply trying
to continue doing business with Dell, but the bureaucracy is interfering. I
already know the website contains nothing to resolve my issue, and the suggestion
that I have someone call Dell on my behalf was insulting. Disabled people
aren’t typically invalids; we manage our own affairs. Time to shred the




> —–Original Message—–

> From: US_DFS_Customer_Experience

> []

> Sent: Tuesday, August 04, 2009 19:13

> To: Scott Royall

> Subject: Re: Placing Additional Orders – Acct:

> (KMM99741741I57L0KM)

> Dear Mr. Royall,

> Thank you for contacting us about your account and
making us aware of

> your situation and have noted your account

> To best assist you with your inquiry, please visit
our website at

> or you may let someone speak for you with a
Dell Sales

> Representative at (800) 915-3355 to order over the

> As of the date of this email, you have no balance on
the account.

> If you have any questions regarding your Dell
Preferred Account,

> please call us at (800) 283-2210, Monday-Friday,
7:00 AM to 8:00 PM

> CST, or email us through our website at

> Thank you for your continued business.

> Sincerely,

> Romeo

> Dell Financial Services

> Customer Care Department

> Original Message Follows:

> ————————

> A user has submitted the Send Us a Message form with
the following values:

> Customer Name: D Scott Royall

> Email Address:

> Phone Number: 2819233594

> DFS Account Number: 6****2387

> Subject: Placing Additional Orders

> Message: I am disabled and must use a computer to
speak so please do

> not try to call me.

> I need to arrange to make some Small Business
purchases, such as an

> E6500, on my DPA. I know this is unusual, but it’s
quite necessary for

> financial reasons.

> Others I have

> communicated with in DFS say that there shouldn’t be
a problem, and

> they have directed me to use this contact page.
Please contact me via

> email.




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