Dell Responds
Not against used sales
Parts & Accessories are available
Let’s live happily ever after
Following is the verbatim e-mail setting out the official Dell response to this whole episode. Please also take the time to read my reply to Dell and note that with this message, I believe the matter is fully resolved and resolved in a way that should satisfy anyone who shared my legitimate concerns.
Subject: DELL Response
From: martin_schwartz@dell.com
Sent: Tuesday, April 17, 2007 3:38 PM
Dear Mr. Caleval,
We spoke yesterday regarding the XPS M2010 notebook that you purchased on eBay. A couple of points needed to be cleared up in writing, and I'm hoping to conclusively do so in this letter.
- Your power supply is showing as delivered, according to Purolator. I hope it is meeting your needs; if there are any problems with the unit, please let me know right away.
- Secondly, I wanted to address Dell's policy, insofar as service tags are concerned. Service tags are not attached to machines in order to limit customers in any way, nor are they in place to limit or discourage second-hand sales of Dell computers. A system's service tag (or express service code, which is a numbers-only version of the service tag) identifies the machine uniquely within our system. It allows our technicians to see instantly what your computer shipped with, to see all technical case notes on file, and the history of that particular unit.
We have found this system to be the most effective means of maintaining customer security, continuity with respect to notes, and privacy. Furthermore, it was a mis-statement when it was inferred that you are "not allowed" to purchase any components for this system, because it is not in your name. The simple truth is, you are. I apologize for any inconvenience this issue may have caused you. You are well within your rights to purchase components for this system, just as anyone who may wish to purchase an accessory for this system as a present for you would be entitled to do so. I deeply regret any vexation this mis-communication may have caused, and I further hope that the ensuing clarity, straightforwardness and assistance that has been offered to you by our executive team will assist in restoring your faith in Dell as a company.
If there is anything further I can assist with, please let me know.
Best regards,
Marty Schwartz
Case Administrator
Executive Support Office
Privacy Compliance Office
Dell Canada
Office - (780) 441-7633
Toll-Free - 1-866-864-0903, ext. 17633
Fax - 1-800-387-5753
Email - martin_schwartz@dell.com
Glenn’s Reply:
Thank you for your note and be assured I will post it prominently to clarify Dell policy.
I did indeed receive the power supply and of course it is functioning as intended <smile>. I also was able to source the carrying case through a third party and I have to say that the descriptions on the web simply do not do this accessory justice. With this case, my M2010 is now one of the most sophisticated and genuinely useful portable offices every offered.
I also want to share with you the fact that the only truly negative interactions I had with Dell staff was the one with the supervisor, the recording of which you can review on your own and one e-mail that I interpreted as a defensive reaction. The impressive fact is the experience with other Dell staff who are clearly not part of your marketing department but who sprung into action to be helpful or just to offer words of support. One engineer out of the States regretted the episode and promised to try to have his bosses look into it. Another, previously noted found the power supply and simply directed me to it. Two others wrote that they flat out didn’t believe the original statement that purchase was not allowed without a proper tag and that availability in Canada was just lagging a bit behind the States.
Also all should be clear that at no time have I suggested that if one wants warranty protection, by definition they must ensure the correct personal information is provided to the warrantor. To the extent that Service Tags ease this process, bravo.
Truthfully I have been overwhelmed with the reaction. I still don’t quite get how anyone found my little web site and then propagated this matter so widely. But I am grateful.
For me, the matter is closed with your assurance that people can purchase needed parts or accessories without being compelled to register a Service Tag or other transmission of personal information.
And I can go back to being a happy, continually impressed Dell customer.
Sincere regards,
Glenn Caleval
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