You need to go to the bottom message first and work your way up to see the flow of coverup on this DELL representative in INDIA.  I have already passed the information on to the BBB.  This is what I received from the BBB from my CC copy.

Here is a copy of the last message:

You would contact the Austin, TX BBB at 512.445.2911 e-mail info@austin.bbb.org, which handles all Dell.

 

-----Original Message-----

From: Dave Tubergen [mailto:tubergen@bellsouth.net]

Sent: Sunday, December 17, 2006 11:41 AM

To: 'US_ACS_HSB_Outstanding_Issues'

Cc: contactdr

Subject: RE: Order Support (OutstandingIssue) (KMM40699877I57L0KM)

 

I still have not been contacted by DELL corporation with regards to my incident.  How long are you going to drag this out?  I want to be contacted, in writing, by a DELL Executive, not a local customer service manager.  Do you understand my English this time?

 

David Tubergen

 

 

 

-----Original Message-----

From: US_ACS_HSB_Outstanding_Issues

[mailto:US_ACS_HSB_Outstanding_Issues@dell.com]

Sent: Wednesday, December 13, 2006 5:48 PM

To: Dave Tubergen

Subject: RE: Order Support (OutstandingIssue) (KMM40699877I57L0KM)

 

Dear Mr. Tubergen

 

Customer account number 19302499 is listed under David Tubergen which order number 398172216 was canceled and replaced with new order number

399945529 .

Customer account number 077361654 is listed under Mr. Long.

 I do apologies but Dell does not compensate. Would you like a credit return authorization to be issued? Order number 405001333 was placed online.

  We do apologize for the inconvenience this has caused you.

 

 

Sincerely,

 

Chris,

Care Resolution Center

Case# 149528923 

 

Original Message Follows:

------------------------

Fact, Mr. Joe Long has no computer experience or computer prior to this order.  I placed the order and I was told it was cancelled, Mr. Joe Long was at my side when I did this and he saw everything I did.  Mr. Long is my customer, thank you very much, and the credit card charge was not authorized on the date/time you indicated, someone pushed this charge through from DELL after the facts and I will advise Mr. Long to place a complaint to his credit card company for your actions on his card.

 

I am still not pleased with DELLS response to me.  I am tired of being insulted by you and I am not going to take it anymore from you.  Please notify your legal/general council department about this incident, maybe they will understand me more clearly.

 

David Tubergen

 

 

 

 

 

-----Original Message-----

From: US_ACS_HSB_Outstanding_Issues

[mailto:US_ACS_HSB_Outstanding_Issues@dell.com]

Sent: Wednesday, December 13, 2006 10:07 AM

To: Dave Tubergen

Subject: RE: Order Support (OutstandingIssue) (KMM40663692I57L0KM)

 

Dear Mr. Tubergen

 

Order number 383500975 was placed online by the customer Joe Long, meaning Mr. Long placed the order and provided his credit card number.

  We do apologize for the inconvenience this has caused you.

 

 

Sincerely,

 

Chris,

Care Resolution Center

Case# 149528923 

 

Original Message Follows:

------------------------

I am not pleased, you obviously do not understand what happened, nor do I believe you understand my English.  Maybe I should just take my issue somewhere else where I may catch the ear of the Dell Corporate level.

Who placed order # 405001333 and who authorized the charge on the credit card?

No order was made on the 28th!  Perhaps I need to go through the credit side of the house, they made unauthorized charges on my clients account.

 

I have told you, DELL made an error and if you continue to insult me with this denial I will take further action.

 

David L. Tubergen

 

 

 

-----Original Message-----

From: US_ACS_HSB_Outstanding_Issues

[mailto:US_ACS_HSB_Outstanding_Issues@dell.com]

Sent: Tuesday, December 12, 2006 10:47 AM

To: Dave Tubergen

Subject: RE: Order Support (OutstandingIssue) (KMM40601106I57L0KM)

 

Dear Mr. Tubergen

 

Order number 383500975 for the monitor was canceled. There is no order number for a PC that was canceled. Order number 405001333 for the PC was shipped. I do apologies as Dell does not compensate.

  We do apologize for the inconvenience this has caused you.

 

 

Sincerely,

 

Chris,

Care Resolution Center

Case# 150274084 

 

Original Message Follows:

------------------------

You still don't understand, do you?  The order was not delayed, it was cancelled by you and recreated at a later date, your error, not mine.

You forced me into another machine, no problem, I sold it for you so you didn't need to eat the cost of return, maybe that is what I need to do, return the second machine.

 

I can refund the individual and let them get another machine, is that your preference for your error?

 

Keep in mind, your own case numbers: 149433841 and 149472686, show the fact you had informed me repeatedly of the cancellation, not delay, this is bad business practice to send an order that was cancelled by the manufacturer/distributor and not by the end user.

 

Go another step, both shipping companies forced my client into picking up the unit at a location other than his house, and on the second delivery, the monitors were delivered to the wrong individual who call my client to tell him they had his monitors and to come and get them.

Call that professional?

This will all be a great story at the CITPG Christmas party tomorrow.

 

Still awaiting satisfaction, or would the BBB be needed?

 

Regards,

 

Dave Tubergen

Member CULMINIS

Member CITPG

 

-----Original Message-----

From: US_ACS_HSB_Outstanding_Issues

[mailto:US_ACS_HSB_Outstanding_Issues@dell.com]

Sent: Tuesday, December 12, 2006 8:54 AM

To: Dave Tubergen

Subject: RE: Order Support (OutstandingIssue) (KMM40574599I57L0KM)

 

Dear Mr. Tubergen

 

I am writing on behalf of Dell in reply to your e-mail.  Thank you for bringing your concerns to our attention. 

 

Upon researching your account Joe Long's order has shipped.

 Dell is a mail order merchant and a manufacturer.

For this reason we are unable to guarantee any ship dates. All of our ship and deliver dates are estimated and subject to change based on availability. We do not offer compensation for delayed orders.

  We do apologize for the inconvenience this has caused you.

 

 

I truly regret any frustration or difficulty this situation may have caused.

We value you as our customer, and your satisfaction is very important to us.

For future technical support or customer service, please consider contacting Dell via e-mail by visiting our support Web site at http://support.dell.com/.  Alternatively you can call Dell Customer Care at

1-800-624-9897 or Dell Hardware Warranty Support at  1-800-624-9896.

 

Sincerely,

 

Chris,

Care Resolution Center

Case# 150274084 

 

 

------------------------

Hello Suchitra Wesly,

 

   First of all let me clear one issue, Joe Long is my customer, my

name is David Tubergen, Joe Long has never purchased a computer before,

he

is a new user to the computer world outside of his previous workplace, a

video production company, and all communications but one have been with

me.

 

 

   I have been dealing with DELL for many years, I have ordered

many

units, it is what I do as a local nerd, folks come to me with their

needs

and I match them up with a computer that they can afford.  Yes, I sell

DELL

computers, I order them online, and ship them directly to the clients.

Payment is done in various ways, sometimes I put it on my Dell Preferred

Account, sometimes I put it on my clients credit card, sometimes my own,

but

I have done this many times.

 

   He is the key, I do not charge any of my clients for this

service.

I teach clients how to use computers, I am not a computer salesman, but

I am

a kind of nerd who is respected in this area.  I taught hardware and

software at the local community college.  I have been helping DELL for

quite

sometimes, by providing free support when the problems are hardware

related,

I fix them for nothing to cover Dell's warranty.

 

   I have bought before from the outlet center without incident but

this last time, on Nov 14, 2006, was a major problem and I want this

addressed and I would like to know the truth about what happened.  I

would

like a written apology from DELL with an explanation of what occurred

and

what Dell plans to do to compensate me and my client.

 

   Here is a recap on what has happened:

 

   I set up an appointment for Nov 14th, with my client Joe Long to

order a computer and two monitors for a new home project.  We found two

monitors that would work for us and I put them in my cart, then switched

over to the CPU's and ordered a unit there, the three items were in my

cart

and I went through with the credit card and charged them.  When choosing

the

CPU's I opted for the extended 4 year warranty.  

 

   The computer screen came back with the message that the order

was

accepted and that a confirmation e-mail would be sent in a day.  Next

day I

receive a call from a lady at Dell saying she needed to know what kind

of

warranty I wanted on the monitors, and I told her I wanted the best

warranty

they had, the 4 year warranty.  She indicated there was no problems with

the

order and that all was being processed and should be received shortly.

 

   Went out of town on business for a few days and when I returned

my

client was getting upset and I checked and found no e-mails confirming

my

order so I called DELL and tried to find out what happened.  149433841

and

149472686 case numbers will indicated the computer order was gone and

cancelled, this was the order number 405001333 for the computer and

383500975 for the monitors, first ordered computer from the Dell Outlet

store.  Note this:  Ordered on the 14th.

 

   As you know you can find some very unique and special machines

in

the Outlet Store, some with items that may not be on the general

catalogue.

I felt the machine I ordered was very special and was extremely

disappointed

when I was told the order was cancelled and the unit was no longer

available.  I had a bad experience talking with a gentleman from India

who

refused to send me an e-mail, citing it was an internal matter and he

would

take care of it, it did not need to go any further, but my order

disappeared

and was then cancelled and reasons could not be given.

 

   I have an international background and I am aware of the main

frame

computer problems the international financial institutions were having

during the same time with unauthorized access from terrorist groups.  To

be

told that the problem was internal to one department and it would not go

further angered me as it denied me my rights, and I considered this very

bad

business.

 

   After being told that my entire order was cancelled I went back

to

order again but this time on the phone.  This was order # 398172216 and

after receiving the confirmation I checked on a technical issue and it

turned out that the lady who placed the order was misinformed by the

DELL

Tech Dept concerning the video card selected, I asked for her to ensure

and

confirm the card could support two monitors and she said the tech said

yes,

on the 24th I changed the order to upgrade from the unacceptable video

card,

this was done and it was sent and received quickly as order # 399945529.

 

 

   I had also mentioned the ship to address on the confirmation I

received was from an old client of mine and not the current client, they

said they didn't have that ship to address and they read me the correct

one,

still haven't figured out how my client of over a year ago was listed on

the

current order.

 

   Couple days latter another order came in from DELL.  Nope, it

was

not the monitors we had been waiting impatiently for, it was the long

lost

and subsequently cancelled computer that was ordered on the 14th, but it

said it was ordered on the 28th, of which nothing was ordered on that

date

and now showed up as order # 405001333.  I had been told this computer

was

cancelled and it was not coming so the replacement was ordered, this

unauthorized $987 computer caused my client's credit card to nearly max

out.

 

 

   Still haven't figured out how that charge was added to the

credit

card before the monitors but it was and the payment for the monitors

were

denied due to the limit on the card.  Here my client was, two computers

and

no monitors, no can work with the system. 

 

   I went out and found a new client buyer for the unauthorized

computer order number 405001333, the new owner is:

John M. Tubergen, 207 Burke Drive, PO Box 2188, Morganton, NC 28655,

(828)

437-8590, j2bergen@directus.net

AND I need your assistance changing the records at your end at DELL to

reflect this new owner.  He paid my client directly, my client went to

his

band and paid off the credit card charge, thus allowing the monitors to

proceed through, and removing the requirement for returning a unit at

DELL's

expense. 

 

   Yesterday, the 5th of Dec, three weeks after my initial order,

I'm

told my monitors still have not shipped to my client.  I explained what

happened and you can see the chat logs on that conversation, I ended

with

the statement that the monitors better move that day with overnight

delivery

or I would take further action. 

 

   Yesterday I checked my status and I was told it was shipped on

the

5th and delivery is scheduled on the 6th.  Today I check again and I

notice

it has not yet moved, only the order placed with the movers, new

delivery

date is the 7th of December.  My client is in desperate need of the

monitors

and has been for the past three weeks.  I would not consider this as an

overnight, especially since they were in your outlet warehouse. 

 

   I am disappointed in what has happened, I am disappointed in

DELL

for allowing this to occur, and I would like to have my clients and

myself

compensated for what has been done to us.  Compensation can be in the

form

of hardware or software but what has happened is nothing short of bad

business and DELL owes us for what they have done.

 

   Now the big question comes up, just how valuable am I as a

client of

DELL?  I have been done wrong, I have been a very good client, always

tried

to assist and eliminate problems for DELL, but I feel as if I have been

wronged here.  What do you suggest for me to do?

 

David L. Tubergen

Tubergen@bellsouth.net

 

 

 

 

 

  

 

  

 

  

 

 

 

-----Original Message-----

From: US_ACS_HSB_Outstanding_Issues

[mailto:US_ACS_HSB_Outstanding_Issues@dell.com]

Sent: Monday, December 04, 2006 9:07 PM

To: Dell Support Online

Subject: Re: Order Support (OutstandingIssue) (KMM40214598I57L0KM)

 

 

Dear  Joe, 

 

Thank you for taking the time to write to us with your concerns.

 

I am writing on behalf of Dell in reply to your e-mail, and I will be

working with you until we reach a reasonable resolution.  According to

the

records, order # 383500975 was cancelled and we have sent a request to

concerned  department to look into the details. Hence the amount would

be

credited back within 3-5 business days.

 

After reviewing your account and the information you provided, according

to

the records I truly regret any frustration or difficulty this situation

may

have caused. We value you as our customer, and your satisfaction is very

important to us. Please reply to this e-mail if you have any further

questions or concerns.

 

Thank you,

Suchitra wesly,

Dell Online Support,

Case Number:(150482557)

 

 

Original Message Follows:

------------------------

Department: Order Support

Email Address: tubergen@bellsouth.net

Case/Reference/DPS Number: 149433841

Invoice/Order Number: 405001333

Problem: Also case #149472686

 

Also order # 383500975, 405001333, 398172216, 399945529, 408940511.

Seems

like no supervisor can keep their word and call me back at my home phone

number, I still wait hours on hold.  Order number 405001333 was a

cancelled

order yet it was still charged for, please immediately provide the

credit

card with a refund for this error on your site.

 

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