RE: Dell Inc. Case #170465590 Team DCH086 Email #~48141645~# Confirmation (KMM51928645I57L0KM)

This is a follow-up regarding the lousy service that I received from DELL. I

went on line to have them fix a minor password annoyance on my computer,

several hours later 5GB of my most important business contacts from my

Microsoft Office Outlook were deleted and made "non-recoverable" , my adobe

reader was diabled, and my computer would only boot-up as if it were fresh

out of the box..... my personalized Desktop was also history. Please make

good your offer to reimburse me for my cost to have a private computer firm

try and make me whole again. The attached invoices are only the beginning of

the repair of the damages that your "India support team" inflicted on me and

my business. The attached invoices do not consitute the entire fix. There is

still more work to be done.

Mike Lyttle

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

From: US_CAG_Ownership_CHD [mailto:Email User]

Sent: Thursday, August 02, 2007 2:25 PM

To: Mike Lyttle

Subject: RE: Dell Inc. Case #170465590 Team DCH086 Email #~48141645~#

Confirmation (KMM51928645I57L0KM)

Dear Michael,

Thank you for contacting Dell Customer Care.

I understand your concern, however, the reason that we will charge you to

troubleshoot the system is that the warranty has expired on the system. I

have also arranged a call back from the corporate office. You should

receive a call in about 24-48 hours. If you need additional assistance with

this issue, please reply to this e-mail with a current contact number and

the best time to reach you.

Please make sure the Order#/Customer#/Case# is reflected in the subject

line.

Dell values you as a customer and is committed to providing you with

Superior Customer Experience.

Thank you for choosing Dell,

Kanika

Case Manager

Dell Customer Care

Case # 170465590

Original Message Follows:

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

Why am I being charged for the trouble shooting of my system when you

actually wiped out my entire client list of customers for my real estate

business?!? You have almost destroyed my private business! Please explain!

I demand that this matter be escalated to a higher level at Dell HQ in the

United States. If I need to move this matter directly to the desk of Michael

Dell, I will.

Sincerely, Mike Lyttle

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

From: US_CAG_Ownership_CHD [mailto:Email User]

Sent: Wednesday, August 01, 2007 6:11 PM

To: michael lyttle

Subject: RE: Dell Inc. Case #170465590 Team DCH086 Email #~48141645~#

Confirmation (KMM51877504I57L0KM)

Dear Michael,

Thank you for contacting Dell Customer Care.

I sincerely apologize for the inconvenience that has been caused to you. I

tried to reach you at 757-564-0607, however, you were unavailable.

The warranty has been expired on the system, you may contact our Out of

Warranty department at 800 288 4410. You will be charged for the

troubleshooting the system. If you require further assistance, please feel

free to visit our Online Customer Care Center at:

http://www.DellCustomerCare.com

Again, thank you for choosing Dell Online Customer Care.

Kanika

Case Manager

Dell Customer Care

Case # 170465590

Original Message Follows:

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

problem is still not resolved. I hope to get more feed back from my computer

repair vendor on this end by today or tomorrow.

Michael Lyttle

Email User

>From: Email User

>To: Email User

>Subject: Dell Inc. Case #170465590 Team DCH086 Email #~48141645~#

>Confirmation

>Date: 27 Jul 2007 08:46:07 -0700

>

>Dear LYTTLE MIKE

>

>

>Thank you for contacting us at Dell Home and Home Office customer care

>today.

>

>Your issue has been assigned case number 170465590. We are working to

>resolve this issue as quickly as possible. Please refer to this case number

>when communicating to any Dell representative regarding the issue we

>discussed today.

>

>If your issue is not resolved to your satisfaction, please contact my case

>manager by replying to this email. Please include the best times for us to

>call you and your preferred phone numbers. We will do our best to reach

>you at these times, or as soon as possible thereafter. When replying to

>this email, please leave the subject line unchanged so we can route your

>reply correctly.

>

>Thank you again for choosing Dell!

>

>Jasmeet

>01129648

>

>Home and Home Office Customer Care

>Dell, Inc.

>

>How are we doing?

>In an effort to improve our service to you, Dell randomly surveys our

>customers. If you receive a survey from Dell by email, we would like to

>hear about your experience with us.

>

>Did you know about our online support ?

>For additional online assistance please visit our website at

>http://support.dell.com or log onto Dell MyAccount service. Through these

>you can check on delivery or service call status, rebates and invoices,

>maintain your account.

>

>Confidentiality notice

>This email message, including any attachments, is for the sole use of the

>intended recipient and may contain confidential.

>

>

>

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5:26 PM

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4:53 PM

Comment On This

Dear Mike,

If you read your original warranty contract (you know, those things that noone reads and everyone just checks the agree box, then tosses the paper version aside), you'll find that Dell is not responsible for lost data, and you are expected to maintain your own backups. Outsourced tech support will almost always recommend a windows reinstall to take care of just about any problem, because it's 99% of the time the easiest and fastest way to go. The problem with that is that it wipes out everything you have stored on your computer. I personally recommend backing up your data to either a separate hard drive partition (there are guides online on how to do this), or a USB hard drive. Online backup is also an option, but I don't trust it, and it takes far too long to back up large amounts of data. Before you call tech support, back up your data. In this case, I'd say you're screwed. Dell is not legally responsible, and you can threaten them all you like. All they'll do is wave that warranty contract in your face and tell you tough luck. BTW, this is what every other PC manufacturer would do as well.