Somewhat an Emergency

From: Scott Royall [mailto:royall@conchbbs.com]
Sent: Saturday, February 25, 2012 20:23
To: Bernadete_Padua@Dell.com; Maria_Ruby_Casaclang@Dell.com; Arma_Loraine_Agbuya@Dell.com
Cc: Christian_Pacifico@Dell.com; Maysie_Palabay@Dell.com
Subject: RE: Somewhat an Emergency

Well Dedet, I’m more than a little impressed. Once more, you are pulling my enchiladas out of the fire. Words fail me beyond that, for I am in a lot of pain still, and run the great risk of becoming a blubbering idiot. Mildly put, it is very touching when someone I have never met goes the extra mile to rally a big corporation’s resources to help me keep going. Maybe I have touch a few. Thank you.

From: Bernadete_Padua [mailto:Bernadete_Padua]
Sent: Friday, February 24, 2012 18:31
To: Maria_Ruby_Casaclang; Arma_Loraine_Agbuya
Cc: Christian_Pacifico; Maysie_Palabay; royall
Subject: RE: Somewhat an Emergency

Thanks Ann

From: Casaclang, Ann
Sent: Saturday, February 25, 2012 8:30 AM
To: Padua – Mateo, Bernadete; Agbuya, Armz
Cc: Pacifico, Christian; Palabay, Maysie; royall
Subject: RE: Somewhat an Emergency

Hi,

Here’s the DPS# 153289280

-Ann

From: Padua – Mateo, Bernadete
Sent: Saturday, February 25, 2012 7:07 AM
To: Casaclang, Ann; Agbuya, Armz
Cc: Pacifico, Christian; Palabay, Maysie; royall
Subject: FW: Somewhat an Emergency
Importance: High

Hi Armz and Ann,

I replied too late from Maysie’s email and we need to get a dispatch request.

Let me tell you about Scott. He was endorsed to me by ELT escalations way back and I have been his point of contact ever since for all his Dell transactions. He is totally dependent to his laptops as it is the heart of his accessibility… from wheelchair operation to his speech software, to cut the story short he is disabled however very smart and technically adept. He has a fleet of Dell systems where three are online and his main system Ari, the Alien.

His chair was hit by a mini- van today and Ari was let’s say badly damaged however to Scott’s report, Ari was able to boot up with no problem after getting the pieces together. We are expecting a raving fan mail soon J

While he is running on back up (Roddy), we need to get Ari online ASAP.

Ari’s tag number is CG3Z2P1

Needs the following “Quoting Scott” :

“ Ari is going to need all of her lower plastics, including the palmrest, and center panel. The lid and main case are heavily scratched but intact. I do love titanium. Her left heat-sink is pretty banged up, and should be replaced. And, given the loose USB ports I mentioned previously, let’s take this opportunity to change the system board. “

Again he is technically adept and is pretty much accurate when requests for parts.

Request to please do have these dispatch today.

Thank you,

Dedet Mateo

Business Process Improvement Advisor

Dell Inc. | CSMB APOS Services | CSMB Parts & Imaging

Work Days: Monday – Friday

Work Hours: 10AM – 7PM (CST)

Bernadete_Padua

1800 879-DELL ext 4251202

How am I doing? Please contact my manager, Lee Lopez atlora_lee_lopezto provide any feedback.

From: Padua – Mateo, Bernadete
Sent: Saturday, February 25, 2012 6:44 AM
To: Palabay, Maysie; royall
Cc: Pacifico, Christian
Subject: RE: Somewhat an Emergency

Hi Maysie,

Thank you for the follow up. I believe we are good to go. Scott is pretty much accurate when he requests for parts.

Let’s have this dispatch before end of shift. He is running on back up, Roddy is pretty much stable but we need Ari to be online asap.

Thanks,

Dedet

From: Palabay, Maysie
Sent: Saturday, February 25, 2012 6:14 AM
To: royall
Cc: Pacifico, Christian; Padua – Mateo, Bernadete
Subject: RE: Somewhat an Emergency

Hi,

Hope to get reply so we could process necessary dispatch. We just need more information for this. Is LCD or other parts ok aside from items mentioned below?

Thank you.

Regards,

Maysie Palabay

Resolution Specialist, Client Technical Support Sr. Associate

Dell | Americas CSMB

office: 1-800-456-3355 ext 42-50899, mobile (63) 917.208.9206

Work Hours: 7 AM – 4 PM Central Mon to Fri

maysie_palabay

Quezon City, Dell Philippines

How am I doing? Please contact my manager Oniel Partoriza at Danilo_Jr_Partoriza with any feedback.

“Love what you do”

Helping customers grow and thrive

How was your experience with Dell?

Did I get it right and you are willing to let us know? Send a short e-mail to SMB_Raving_Fan.

Please consider the environment before printing this email.

This communication is intended solely for the individual/entity to whom it is addressed. It may contain confidential or legally privileged information. Any unauthorized disclosure or copying is prohibited and may be unlawful. If you have received this communication in error, please notify the sender immediately and delete it from your system.

From: Palabay, Maysie
Sent: Saturday, February 25, 2012 4:30 AM
To: ‘royall@conchbbs.com’
Subject: RE: Somewhat an Emergency

Hi Scott,

Your case was endorsed to me. I will be the one to create the service for this computer and I would like to check if the LCD or other parts of the computer are ok aside from the motherboard and the casing mentioned below.

Thanks.

Regards,

Maysie Palabay

Resolution Specialist, Client Technical Support Sr. Associate

Dell | Americas CSMB

office: 1-800-456-3355 ext 42-50899, mobile (63) 917.208.9206

Work Hours: 7 AM – 4 PM Central Mon to Fri

maysie_palabay

Quezon City, Dell Philippines

How am I doing? Please contact my manager Oniel Partoriza at Danilo_Jr_Partoriza with any feedback.

“Love what you do”

Helping customers grow and thrive

How was your experience with Dell?

Did I get it right and you are willing to let us know? Send a short e-mail to SMB_Raving_Fan.

Please consider the environment before printing this email.

This communication is intended solely for the individual/entity to whom it is addressed. It may contain confidential or legally privileged information. Any unauthorized disclosure or copying is prohibited and may be unlawful. If you have received this communication in error, please notify the sender immediately and delete it from your system.

From: Pacifico, Christian
Sent: Saturday, February 25, 2012 2:52 AM
To: Palabay, Maysie
Cc: Pacifico, Christian
Subject: FW: Somewhat an Emergency

CG3Z2P1 – Ari

From: Padua – Mateo, Bernadete
Sent: Saturday, February 25, 2012 1:57 AM
To: Pacifico, Christian
Subject: FW: Somewhat an Emergency

Hi Kian,

Can we get this dispatched within the day? I think it’s a lot, you know better.

Thanks,

Dedet

From: Scott Royall [mailto:royall]
Sent: Friday, February 24, 2012 12:26 PM
To: Padua – Mateo, Bernadete
Subject: Somewhat an Emergency

Dedet,

We have a problem. My chair was hit by a mini-van today right on the laptop table. I’m going to be sore for a while, but 4-legged Ari had the sense to stay clear. Flat Ari popped off her center belly panel, and went skittering down the street on her exposed innards. However, when the first responders helped me collect the body parts and plugged in the battery, she booted willingly. Wow. My mother is expecting another glowing testimonial for Dell, but I think that simple statement says everything quite eloquently.

Ari is going to need all of her lower plastics, including the palmrest, and center panel. The lid and main case are heavily scratched but intact. I do love titanium. Her left heat-sink is pretty banged up, and should be replaced. And, given the loose USB ports I mentioned previously, let’s take this opportunity to change the system board. Ok?

Go go girl, please. BTW, I’m using Flat Roddy now.

Scott

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