Dell

THIS IS WHAT I HAVE SENT TO DELL TODAY. Everyone needs to read this to understand what type of employees Dell employs to save costs..

** Without Prejudice **

This is now beyond a disgusting joke and I need to speak to the head of customer services. Unless you are Richard Hunter; I very much doubt you can help me. Pls accept my apologies if you are unexpectedly receiving this mail but if you can; I beg you to re-direct this to someone you may know who can genuinely help me as my faith in Dell's customer service has truly waned.

I hope you can understand my distress at having to speak to someone else at Dell again having to repeat the abuse I got for the 5th time. I should not have to relive this over and over again for Dell. I have gone through enough trauma and was physically sick at how I was treated and even now am bemused as to why it is taking so long for Dell to resolve this despite the Police, my legal team and soon to be media being involved.

The message was left at 14:57 29/10 from +3533720827. The vulgar abuse lasted for around 45 seconds; the caller did not leave his name (assumingly thinking the number was withheld). The message was racist, $exist, h0m0phobic, abusive to myself, insulting to my mother, my family and left me shaken and numb for which I had to leave work early from and endure a sleepless night for which I am now seeking medical help for. I have never heard such vile coming from someone's mouth let alone it being directed at me; I cannot believe how any organisation can tolerate this behaviour from it's employees and let it's customers continually suffer. I still have the message stored on my voicemail and i've handed over a copy to the police.

"Mike from Brentwood" in your Ireland customer care office took my call this morning and advised me he would escalate and respond to me ASAP; I am still hopelessly waiting for this call I was promised! I can ask my company to pull out the tapes of this conversation. Niharika Reddy (sales) and Pavan Kumar (customer care) have both heard the vile message and I am forced to now unfortunately request them to comment on it's content as well; If you need a transcript or would like to know what was said; pls revert to them as I will again be reduced to tears if I have to hear it one more time. I know they we're just as shocked to hear the message as I was. I'm sure Niharika and Pavan will agree that I have co-operated with everything they have asked for and have been calm and concise with all my correspondence with them but it is now time this issue gets resolved and Dell employees stop "passing the buck" and take stock of the severity of this incident.

I am tired, angry and frustrated at the fact of continually being transferred to someone else who "might" be able to help. It seems to me that the bigger an organisation gets the more impersonal the staff in customer services become and it is only the smaller companies that are able to offer a more human and user friendly service. The fact that a small customer like myself has to endure this abuse and it remaining isolated and unresolved sickens me. Us smaller customers have been left with the feeling that we are nothing more than a nuisance or unwanted interruption to the person on the other end of the line whenever we call. It is a kick-in-the-teeth for who are essentially the jewel in the Dell crown. The people who I have spoken to about this have echoed the fact that is is heart sinking and have lost faith in Dell. I find solace in the fact that I am supported by my friends, family, colleagues and the media who have offered an outlay for this incident.

Pls note that you will not be the only people taking action on this rep; The police will also take strong action against this animal. The police again request the Name and Address of this sick person as he has committed a criminal offence and you would be obstructing justice if you do not reveal this. As an employer and a firm constantly in the spotlight promoting it's "good customer service" I expect you to do the decent thing and revert swiftly. I am a loyal Dell customer who has not had ANY issues with his previous 4 orders; I believe it is in your best interest to pass this case on to someone who can resolve this immediately so I can buy the computer/laptop/printer I so desperately require to get on with my life!

I would like to remind you that all correspondence will be unreservedly made available to my legal teams, my employer (a very big Dell client), the complaints commission and the police.

Pls acknowledge receipt of this message and I trust you will get back to me along with Richard's response as soon as you can preferably via email for audit purposes.

Rgds

Sam