Are you going to buy a new PC? Think better before to decide for a Dell� fake promise.
Voc� est� pensando em comprar um novo computador? Ent�o pense bem antes de entrar numa "fria" chamada Dell�
Prezado visitante: eu o convido a ler abaixo a carta que enviei hoje aos executivos da Dell nos Estados Unidos, reclamando da p�ssima qualidade de seus produtos e servi�os no Brasil. Caso voc� tenha dificuldades com o idioma dos "gringos", pe�o que tenha paci�ncia e volte um outro dia. Assim que tiver um tempinho (e conseguir um outro computador que funcione) eu vou traduzi-la e colocar ao lado desta. Caso eles a respondam (o que parece ser algo bem improv�vel, dado o n�vel de preocupa��o que a empresa tem com sua imagem junto aos clientes), prometo publicar tamb�m a resposta.
a Dell Brasil, nem a Dell USA se prontificaram a dar qualquer explica��o sobre minha reclama��o.
Mais um motivo para fugir da marca! A menos que voc� goste de sofrer, enquanto deixa
o sr. Michael mais e mais rico...
Dell Inc.
One Dell Way
Round Rock, Texas 78682
United States
Dear Sirs:
I would prefer to say it to Mr. Michael Dell but I have no idea where he is � or even whether he really exists! At least in Brazil Dell is like a ghost institution, with no president, no managing director, no marketing manager or whatever (as at Dell nobody knows who they are...) In the other hand the technical assistance manager apparently is too busy to attend customers.
I am a faculty professor of marketing administration in S�o Paulo, Brazil and I teach for nearly 800 to 1,000 students that every year are enrolled in my classes.
In classes examples I used to say Dell would be a great brand, for me and for anybody. Then, one year ago � more exactly in April 12th � I decided to replace my old-fashioned Compaq 4410 by a Dell Dimension 4600. I though, after seven long years of full services with no one single malfunction, my Compaq deserved to rest in peace.
I paid for a top-of-line model more than R$ 4.650,00 (something like US$ 1,850), a respectable amount even in USA I guess. It included several upgrades and a complete installation service pack, which was done in April 20th, 2004. Today, April 29th, 2005 I found myself astonished when I saw my computer completely dead. The reason? The font of energy (a core-device made in Thailand, by the way) was out of order, broke, collapsed by no any apparent reason. It was just out, like a simple bulb-lamp, lighter or toaster.
I lost all my day talking to people in Dell Brazil (or trying to), asking for help and complaining about a machine that fails with just one year and 9 days of use (nine days before the guarantee period expired)! After hours of talking nobody gave me a solution, except in advising me to contact a Dell representative (in Brazil a company called UNISYS), which of course would charge for the services.
At the end I did it, and the representative (UNISYS) told me the device doesn�t exist in its Brazilian warehouse, that it will take around 40 days to get one, and that it will cost me about R$ 550 (~US$ 215) plus R$ 300 (~US$ 141) as an installation fee � unless I prefer to install it by my own cost and risk!
I am deeply disappointed with Dell. It doesn�t matter if I will decide to replace the device or the entire computer... I do not trust in Dell anymore! I was betrayed.
I feel that it was a big mistake to choose Dell, instead of any other not so well known brand.
So far I�ve used Dell brand as a perfect example of customer relationship management. No more. I was wrong. Dell is not a reliable brand anyway and I am the perfect example. It�s not acceptable that a so expansive computer can fail in only one year of regular and private use.
With hate,
Prof. Laury Bueno
S�o Paulo, SP � Brazil
[email protected] (but please don�t send me e-mails. I have no computer)
http://geocities.com/laurybueno
Copies to:
Mr. Kevin B. Rollins� President & Chief Executive Officer
Mr. Michael A. George � Chief Marketing Officer
Mr. Jeff Clarke � Senior Vice President, Product Group
Mr. Martin J. Garvin � Senior VP, Worldwide Procurement and Global Customer Experience
Mr. Alex Gruzen � Senior Vice President, Product Group
Mr. John Hamlin � Senior Vice President, U.S. Consumer Business and DIS
Mr. Joseph A. Marengi � Senior Vice President, Americas
Mr. John Medica � Senior Vice President, Product Group
Mr. Glenn E. Neland � Senior VP, Worldwide Procurement and Global Customer Experience
Mr. Rosendo G. Parra � Senior Vice President, Americas
Mr. Thurmond B. Woodard � Vice President, Global Diversity, and Chief Ethics Officer
and
Mr. Mark Hurd � Chief Executive Officer and President (Designate), Hewlett-Packard Company
Mr. Michael J. Winkler � Executive Vice President, Customer Solutions Group, and Chief Marketing Officer), Hewlett-Packard Company
Mr. Joseph W. McGrath � President & Chief Executive Officer, Unisys Corporation
Mr. Peter Blackmore � Executive Vice President & President, Worldwide Sales & Marketing, Unisys Corporation
Copyright � 2005-2008 Laury A. Bueno � S�o Paulo � Brasil
Todos os Direitos Reservados � All Rights Reserved
