From: Scott Royall
[mailto:royall@conchbbs.com]
Sent: Wednesday, January 06, 2010 10:31 PM
To: ‘Bernadete_Padua@Dell.com’
Subject: RE: Farewell
Yes Bernadete. Richard took care
of the battery as one of his last official acts, thank you.
You may be right about the
merger of Small Business and Consumer lines helping us. At least that should
give you indirect access to the Voystra line through the consumer
channel. Don’t get overly concerned about the process of preparing new
laptops for me, because it’s a lot easier than you probably expect. In most
cases, you simply flip over the computer and apply Velcro. Yep, I said Velcro.
That’s what mounts a laptop to the table it rides on. You once told me you used
to be a tech so you should have no problem spotting the case screw holes and
cooling vents. Those are the only two places you don’t put Velcro.
For the most part, though, most
of our interactions will simply be me reporting a hardware failure, and you
dispatching a part for the local contract technicians to install. The quicker
we are able to complete that cycle the better off I’ll be.
You may have noticed that I tend
to name my laptops. That undoubtedly seems silly until you know the reason
behind it. My two duty laptops are named after two dogs. There’s Lilly,
my service dog for nearly nine years, who has been the epitome of reliability.
A laptop gets her name only if it’s going to be as reliable as she is. The
other dog is Hot Rod, or just Roddy. As her name implies, she’s faster than
Lilly but less dependable. Yup, the consumer grade laptops, including the
XPS line, tend to become Roddies. Right now, we are on Lilly 4 (your E6500), and
the first Roddy (a XPS M1530). Roddy is the one we need to replace toward the
end of the year.
From:
Bernadete_Padua@Dell.com [mailto:Bernadete_Padua@Dell.com]
Sent: Wednesday, January 06, 2010 9:47 AM
To: royall@conchbbs.com; Richard_Bernier@Dell.com
Cc: Ramon_Jr_Estor@Dell.com
Subject: RE: Farewell
Happy New Year All,
First, Richard I wish you all
the best.
Second, Scott I’ll do my best to
help you with your needs, my concern is looking for a tech that can
provide customization of your fleet equipment. Nonetheless I will continue
expand my network to help patriots like you. The good news is consumer and
small business has merged and I believe this is an advantage to us.
How was your holiday? Going thru
my mail, saw your email back in December for batteries? Were you able to make a
successful purchase?
Warm regards,
Bernadete
From: Scott Royall
[mailto:royall@conchbbs.com]
Sent: Friday, January 01, 2010 6:19 AM
To: Bernier, Richard
Cc: Padua – Mateo, Bernadete; Estor, Ramon Jr
Subject: RE: Farewell
There is a lot to be said for
continuity of service, and hopefully Dell has learned that. Bernadete has said
she used to be a tech so she should have the chops. The real question is, can
she come to understand my needs? In any case, Bernadete’s position will likely
keep her from being a long-term answer as I don’t only buy what could be called
fleet equipment.
The M1710 is Lilly 3, and she’s
not going anywhere as I’m quite aware of her reliability. She just can’t pull
duty on my wheelchair anymore because her service protection ended last spring.
You might say she now has a nice safe job on a shelf!
I expect Dell may stumble, but
they’ll eventually do right by me.
Good luck.
From:
Richard_Bernier@Dell.com [mailto:Richard_Bernier@Dell.com]
Sent: Thursday, December 31, 2009 3:30 PM
To: royall@conchbbs.com
Subject: RE: Farewell
Thanks Scott,
It sounds like you have got an
great home network setup. Oh, and I wouldn’t kick Roddy to the curb
yet. I love that form-factor unit. Very, very reliable. I got
my own Roddy(m1710) at home running Windows 7 on it. It chases bones
around some of the newer systems today.
I really hope that you are
provided the best service possible.
Unfortunately, I may have
created an false expectation of service. Technically, for a year now I
wasn’t supposed to be personal working on customer computers. When an
issues came up, a case was supposed to be created and passed on to someone else
to work. This did not appeal to me as I felt any other mishaps from
another Dell rep would damage my credibility as I was first primary
contact. Anyway, I did down size through the year but I did not let that
effect our relationship because we have a history of working together, and
besides your cool guy 😉
At this time I really have no
idea what kind of service you can expect. However, Bernadete appears to
be really good at what she does and I expect she will do the right thing.
Now, just because I will no
longer be at Dell doesn’t mean you can’t tweet every now and then with one of
your smart comments 😉 You take care of your of yourself and have a great
New Year!
Sincerely,
From: Scott Royall
[mailto:royall@conchbbs.com]
Sent: Thursday, December 31, 2009 2:34 PM
To: Bernier, Richard
Cc: Padua – Mateo, Bernadete; ramon_jr_ester@dell.com
Subject: Farewell
Rich,
On your last day with Dell, I thought you might like to know
how things are going as a result of your sustained efforts. Lilly 3, the M1710,
has found another life as the custodian of a 1TB harddrive that I use as my 3rd-level
backup archive. HotRoddy, the M1530, in addition to being my reserve laptop,
has taken on the job of feeding those huge backup image files over my network
to Lilly 3. I have a little USB-powered 450GB harddrive that’s the primary
backup for Roddy and Lilly 4. I connect it to whatever laptop I’m using to
gather the backup, and then put it on Roddy to copy to Lilly 3. Meanwhile, the
E6500, Lilly 4, plods along reliably doing its job as best as it can. In the
background is an old Dimension 4600 you aren’t even aware of, named Nemesis, that’s
my print and server for one game. Everything is up and running smoothly for
now.
I don’t doubt that I’ll hear from Ramon next week regarding
a replacement contact, and I hope Bernadete can pinch in in the meantime to
keep me going. Roddy will have to be retired in the coming year because her
service contract expires. Likewise, Nemesis is way, way overdue so Dell stands
to benefit from continuing our positive relationship.
I wish you the best in whatever you do in the new year.
Scott
Disability in America 