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To get service form DELL – cc Michael Dell

07 Jun

Here is a real story of a person who could not get any service from Dell. After numerous emails, he decided to CC Michael Dell and he got an immediate response.  So that’s the way to go I guess…

Don’t believe? Let me show you the email thread:

It starts with this email:

From: Arezen

Sent: Monday, May 21, 2007 8:53 AM

To: Iryn_Lim@dell.com; Tan, Catherine
Subject: FW: Server spec

Catherine, Iryn;

I have this customer who wants to buy some servers.

Kindly provide me a quotation for the above requirements?

Thanks,

The 1st Reply from Catherine

From: Catherine_Tan@Dell.com [mailto:Catherine_Tan@Dell.com]
Sent: Monday, May 21, 2007 10:07 AM
To: Arezen; Christine_Khoo@dell.com
Subject: FW: Server spec

Hi Arezen,
This account is handling by Christine. She will assist you.

Christine,
Pls assist.

Thanks

Arezen’s reply:

From: Arezen
Sent: Monday, May 21, 2007 10:12 AM
To: Tan, Catherine; Khoo, Christine
Subject: RE: Server spec

Catherine – thanks.

Christine, let me know if you need further information on this deal.

Thanks.
Arezen

Christine replies:

From: Christine_Khoo@dell.com [mailto:Christine_Khoo@dell.com]
Sent: Monday, May 21, 2007 10:49 AM
To: Arezen; Catherine_Tan@Dell.com
Subject: RE: Server spec

Hi Arezen

YES, will workout the quote to you shortly. BTW, Arezen how can I contact you? May I have yr Tel No.?

Thanks & Regards

Christine Khoo
Inside Sales Account Manager
(Preferred Account Division)

A week has passed and Arezen’s is now chasing Christine:

From: Arezen Latiff
Sent: Monday, May 28, 2007 9:05 AM
To: ‘Christine_Khoo@dell.com’
Cc: ‘Catherine_Tan@Dell.com’
Subject: RE: Server spec

Hi Christine,

May I know the status of the quotation requested?

Many thanks,
Arezen

More chasing from Arezen:

From: Arezen

Sent: Tuesday, May 29, 2007 11:22 AM
To: ‘Christine_Khoo@dell.com’
Cc: ‘Catherine_Tan@Dell.com’
Subject: RE: Server spec

Hi Christine,

Appreciate if you can reverts as soon as you can.

Many thanks,
Arezen

From: Arezen

Sent: Wednesday, May 30, 2007 10:36 PM
To: ‘Christine_Khoo@dell.com’; ‘Catherine_Tan@Dell.com’
Subject: RE: Server spec

Hi Christine, Catherine;

Appreciate if you can let me know of status by today. I’m a bit embarrassed already with my customer.

Thanks,
Arezen

Arezen’s getting really frustrated so he is asking Catherine to hep chase Christine

From: Arezen

Sent: Monday, June 04, 2007 10:56 AM
To: ‘Catherine_Tan@Dell.com’; ‘Christine_Khoo@dell.com’
Cc: ‘lily_ong@dell.com’
Subject: RE: Server spec

Catherine,

Hope you can pass the message to Christine to revert to me as soon as possible.

The customer is obviously getting rather frustrated.

Thanks,
Arezen

Another email to Catherine
From: Arezen

Sent: Tuesday, June 05, 2007 10:35 AM
To: ‘Christine_Khoo@dell.com’
Cc: ‘Catherine_Tan@Dell.com’; ‘lily_ong@dell.com’
Subject: FW: Server spec

Christine,

Call me back soon, ya.

Thanks,
Arezen

Exasperation has set in and now Arezen cc’s Mr Dell himself

From: Arezen

Sent: Tuesday, June 05, 2007 7:53 PM
To: Khoo, Christine
Cc: Tan, Catherine; Ong, Lily; Dell, Michael
Subject: RE: Server spec

Hi Christine, Catherine,

Hope you got my emails & messages.

Any chance one of you can give me a call to discuss the quotation?

Thanks,
Arezen

And finally, Christine, replies….

From: Christine_Khoo@dell.com [mailto:Christine_Khoo@dell.com]
Sent: Wednesday, June 06, 2007 9:56 AM
To: Arezen

Subject: RE: Server spec

Hi Arezen

Here is the 2 server quotes for XXXXXXXXX(I have blanked out the clients name)

Note: Arezen CC’s Mr Dell at 753pm (probably after office hours in KL) on the 6th, Christine replies 9:56am next morning!

So this is what you have to do for service!

For more on Dell Customer Service click here

I thought this was a once off issue but its not the case. You must read this.

 
1 Comment

Posted by on June 7, 2007 in Business, General

 

One response to “To get service form DELL – cc Michael Dell

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